Frequently Asked Questions

Using My Family Lounge

I have forgotten my password. How do I reset it?


1. Go to the KGSC P&C Website (www.kgscpac.org/oshc) 2. Click on 'Parent Sign In' within the My Family Lounge section 3. Add your email address 4. Leave the password section blank 5. Click on the sign in button. DO NOT click on the register button as you are already registered 6. Click on Forgotten password. This will generate an email to reactivate your account. Please follow the instructions in this email as you do not want to re-register and duplicate your account.




I have forgotten my username. What do I do?


Please contact OSHC Management to receive your unique log in email address. Do not click register as you do not want to re-register and duplicate your account.




How do I mark an absence?


1. Open your My Family Lounge app on your mobile device 2. Click the 'Bookings' tab 3. Click on the session you want 'Before School Care, After School Care or Vacation Care' 4. Click on the date in the calendar you require 5. Read Terms and Conditions 6. Click 'Absent Booking' Note: All absentees must be marked via the app no later than 3:00pm on the day of the booking. For all absences, families are required to notify us via the My Family Lounge app if their child is away from school for the day and/or they don’t require Before and After School Care. This ensures we account for every child and ensure they are safe. Non notification of absences will result in an additional service charge being applied. Continued failure to report children away may result in the review of the enrolment.




How do I make a casual booking?


1. Open your My Family Lounge app on your mobile device 2. Click the 'Bookings' tab 3. Click on the session you want 'Before School Care, After School Care or Vacation Care' 4. Click on the date in the calendar you require 5. Read Terms and Conditions 6. Click 'Book Session' Note: Before School Care bookings must be made prior to 7.00am and After School Care bookings must be made prior to 2.00pm of the day of the booking. In the event of needing emergency care after these times, please contact us via phone (3352 6007).




How do I cancel a booking?


For casual (one-off) cancellatios of bookings: 1. Open your My Family Lounge app on your mobile device 2. Click the 'Bookings' tab 3. Click on the session you want 'Before School Care, After School Care or Vacation Care' 4. Click on the date in the calendar you require 5. Read Terms and Conditions 6. Click 'Cancel Session' Note: All session cancellations must be made within our cancellation periods. Any cancellations made outside of this time will be marked as absences and full fees will be charged. For permanent cancellations of bookings: Please email all requests to kgoshc@bigpond.com. These cancellations must be made within our cancellation periods. Any cancellations made outside of this time will be marked as absences and full fees will be charged.




How do I update my email address?


We request that parents manage this themselves via the My Family Lounge web portal. Please log in to your account and select ‘Change’ for your Name, Email, Email Settings and Password.





Booking Management

Do I need to inform you if my child will be absent?


Yes! If your child will not be in attendance to any session previously booked, due to sickness or not needing care, you must advise us of this absence.




How do I permanently cancel care?


If you need to cancel a permanent booking, please email us (kgoshc@bigpond.com) and our management team will process this request. All cancellations must be made in writing five (5) working days prior to the session starting Please see "What is Cessation of Care" section to understand CCS implications for not attending during your notice period.




What is cessation of care?


As outlined by Federal Government guidelines, “a child care service is taken to have permanently ceased providing care for a child on the day the child last physically attends a session of care. This means that Child Care Subsidy will not be paid for absences submitted after a child last physically attends a session of care. If a family has confirmed their child's last day at a service, but that child does not attend their last booked sessions of care, no Child Care Subsidy will be paid for any days after the child's last physical attendance at the service”.




What are the notice periods for bookings to be cancelled without charge?


Cancellation of permanent bookings: All fees associated with permanent bookings, should the child not attend care due to any reason (including illness), shall be required to be paid in full if the service is not notified more than five (5) working days prior to the booking. Cancellation of casual bookings: All fees associated with casual bookings, should the child not attend care due to any reason (including illness), shall be required to be paid in full if the service is not notified more than twenty four (24) hours prior to the booking. Cancellation of vacation care bookings: All fees associated with vacation care bookings, should the child not attend care due to any reason (including illness), shall be required to be paid in full if the service is not notified more than five (5) working days' prior to the booking.





Sign In and Out

Why do I need to authorise someone else to pick up my child?


When arranging an authorised person to collect your child on behalf of a parent/guardian, we require this in writing to meet the obligation under the National Law and Regulations (Regulation 99). All authorisation’s must be updated by the parent in My Family Lounge and will be kept in your child enrolment folder for our records. If they are picking the child up for the first time, please contact the Service to advise them of this change. They must be an authorised contact in your My Family Lounge account. Once they attend the Service they will be required to present their ID for verification. As the kiosk record (roll) is a legal document, you must also never give your phone number and PIN to any other person (including siblings), as these are a way to identify you under the Family Assistance Law. It is a very quick process for our Management team to set up your authorised contacts with their own PIN.




Can someone under the age of 18 collect my child? (eg: siblings)


The Services does not recommend this practice, however understands that there are occasions where the only person available to collect the child is under the age of 18. The Service also acknowledges that families may use their discretion in determining the capacity of their own children to enter into self-care arrangements. A child may not be collected by a child under the age of 16 years.

The Service will require additional documentation to be provided if the person collecting is under the age of 18 years.​​​​​ Please contact the Management team for additional information.




How do I remove an authorised contact?


Please email us with the authoried contact information that you wish to remove.




How do I add an authorised contact?


1. Go to the KGSC P&C website (www.kgscpac.org/oshc) 2. Click on the 'Parent Sign In' in the My Family Lounge section 3. Log in using your email address and password 4. Under the contacts section, click 'Add Contact' Please note: All additional contacts must be over the age of 18 years. 5. Fill out the required boxes and click 'Save' 6. Once the contact has been added, click on 'Edit' next to your child/ren’s name and select what they are authorised for (e.g. collection, medical, etc) 7. Remind the contact to bring photo identification when collecting your child/ren





Extra-Curricular Activities

What activities require permission forms?


All school based extra-curricular activities that run out of school hours. For example, swimming, tennis, drama, music and many more.




Why do I need to complete a form?


Under the National Law and Regulations to which our Service is governed, all children attending an excursion, or an extra-curricular activity must have a Permission Form giving written consent that they can participate. This is a rule to ensure safety and account for children leaving the premises or moving to another location. Without parental written permission as required under the National Law and Regulations, the child is unable to attend the activity.




Where can I find the Extra Curricular Activity form?


Please click here to be redirected to our Service Forms page. Alternatively, you can email our Management team to be provided one, or collect one in person.




What end date do I use?


If your child’s activity is only running for several weeks (eg: when external vendors such as Soccer Roar attend), you would document the start date and the end date of the activity. If your child is participating in a permanent yearly activity (eg: tennis), you can put the start date as their first day of attendance, and the end date as the end of Term 4 2020. This way, the activity form stays in place all year, and only needs to be amended if there are any changes.




How often do I need to complete a form?


The forms need to be completed each calendar year, preferably before Term 1 starts, and whenever there are any changes to their activity (eg: day or time changes).




Can I put all my children on the same form?


No. We do require an individual form for each child. However, we have made these forms as quick and easy to use as possible whilst still within the parameters of our regulatory requirements.




How do I cancel an activity?


Please email our Management team of any cancellations to activities. We will then remove your child from our extracurricular list and file your form. A new form must be completed if you begin your activity again. Please me mindful this does not advise the external vendors (eg: KGSC Swim Club, Soccer Roar, etc) of the change.





Vacation Care

When is the vacation care program released?


The Vacation Care Program is released approximately three (3) weeks before the school holiday period and our bookings will open on the My Family Lounge mobile device app. Our Management team will email all families and post on our Facebook page on the release date to inform families that the program and bookings are live.




What is the difference between early bird fees and daily rate fees?


Our Early Bird Fee is a discounted rate to families who make their bookings early. Our Daily Rate is the standard fee for any bookings made after the initial booking period, or for any changes that families make.




When can my child first attend vacation care?


Your child can begin to attend Vacation Care on the year they enter Prep from the 01 January of the calendar year.




What does my child have to wear to vacation care?


Sun safe clothing (e.g. shirts, or dresses with sleves) and a hat (broad brimmed is recommended). All children are to wear enclosed shoes to ensure their safety when climbing and participating in our activities. We also recommend a spare change of clothes as children get actively involved in the activities we provide and may get dirty, wet, etc.




What food do I need to provide for my child?


On service days, all families must provide their children morning tea and lunch. On excursion days, families must provide their children with morning tea, lunch and afternoon tea. We recommend that you pack more food than during term time as the children tend to get hungrier from all the activities they undertake throughout the day. The Service provides children with breakfast, if attending the Service before 8:30am and afternoon tea for all children from 3:00pm to 3:30pm.




Can my child bring their electronic devices to vacation care?


Children are permitted to bring electronic devices on all days, except for excursion days. These items are only allowed in certain scheduled times of our program and continued use is subject to acceptable behavior.

We ask that children do not bring mobile phones to Vacation Care for any reason. If children are to bring mobile phones, these are not be used for communication purposes and mobile data/WiFi must be switched off or the SIM card must be removed. Children are also not allowed to take photos of any other children on personal devices while at OSHC.

Terms and Conditions:

  • Only one electronic device is allowed at OSHC each day
  • Electronic devices cannot be charged at OSHC
  • Mobile data must be switched off or sim card may be removed
  • No movies are allowed on devices unless preapproved by Management
  • No photos of any other children are to be taken
  • If rules are not complied with, devices will be confiscated and returned to parents upon departure




Are there any additional fees associated with vacation care?


Our special events (incursions, excursions, etc) incur additional charges. Please view the program for more information.




Does my child have to attend their grade excursions?


All children must attend their grade excursions/incursions if they are booked to attend on the particular day. We split our program according to ages (Prep - Year 2 and Year 3+) to better accomodate the choice of activities we can provide the children.




How do I book vacation care days?


1. Open your My Family Lounge app on your mobile device 2. Click the 'Bookings' tab 3. Click on the session you want 'Vacation Care - Prep to Year 2 or Vacation Care - Year 3+' 4. Click on the date in the calendar you require 5. Read Terms and Conditions 6. Click 'Book Session' Note: Vacation Care bookings must be made prior to 2.00pm of the previous day. If you require emergency care after this time, please contact us (3352 6007).




How do I cancel vacation care days?


1. Open your My Family Lounge app on your mobile device 2. Click the 'Bookings' tab 3. Click on the session you want 'Vacation Care - Prep to Year 2 or Vacation Care - Year 3+' 4. Click on the date in the calendar you require 5. Read Terms and Conditions 6. Click 'Cancel Session' Note: Five (5) working days notice is required for all cancellations of vacation care bookings. Any cancellations made after this time, will be marked as absences and full fees will be charged.





Account Management

How do I update my direct debit details?


1. Go to the My Family Lounge mobile device app 2. Enter your details and log in 3. Select the 'Payment Details' tab 4. Select 'Edit' 5. You will be redirected to the Debitsuccess secure processing landing page 6. Enter Updated Details for bank account or credit card 7. Click 'Add details' 8. View Debitsuccess Notification for Updated Payment Details 9. You will be redirected back to the My Family Lounge App 10. View MFL Account notification for Updated Payment Details




How do I pay my account?


All accounts payments are via our DebitSuccess direct debit system which is fully automated. All accounts are required to be paid via a weekly or fortnightly payment cycle and must be paid one (1) week in advance. Your direct debit details are completed on enrolment through My Family Lounge.




What is the Child Care Subsidy?


The Child Care Subsidy is the main way the government assists families with their child care fees. The Child Care Subsidy that commenced on 2 July 2018:

  • replaced the Child Care Benefit (CCB) and Child Care Rebate (CCR) with a single, means-tested subsidy
  • is generally paid directly to child care providers to be passed on to families
  • is simpler than the previous multi-payment system
  • is better targeted and provides more assistance to low and middle income families.
Some basic requirements must be satisfied for an individual to be eligible to receive Child Care Subsidy for a child. These include:
  • the age of the child (must be aged 13 or under and not attending secondary school, except in certain circumstances where an individual may be eligible for a child who does not meet this criteria, such as children with a disability or medical condition in certain circumstances)
  • the child meeting immunisation requirements
  • the individual, or their partner, meeting the residency requirements listed in the legislation.
In addition, to be eligible for Child Care Subsidy the individual must be liable to pay for care provided, the care must be delivered in Australia by an approved child care provider, and not be part of a compulsory education program. More information can be found here.




How do I read my statement?


View the "Due Now" value in the top right hand side of the first page to see the amount to be charged to your bank account/credit card this week. It is important that you review all pages of the statement as it lists all bookings and Child Care Subsidy amounts credited to your account. For a breakdown of the full statement, please click here.





Fees and Charges

How much does Before School Care cost?


  • Permanent: $15.00 per session
  • Casual: $18.00 per session
These are the fees charged before any eligible rebates are applied to your account.




How much does After School Care cost?


  • Permanent: $21.00 per session
  • Casual: $23.00 per session
These are the fees charged before any eligible rebates are applied to your account.




How much does Vacation Care cost?


  • Early Bird Rate: $47.00 per session (excluding costs for additional incursions/excursions)
  • Daily Rate: $51.00 per session (excluding costs for additional incursions/excursions)
These are the fees charged before any eligible rebates are applied to your account.




Are there any additional fees or charges?


Late Collection Surcharge $15.00 per child (from 6:00pm to 6:05pm) + $1.00 per minute per child (after 6:05pm) If a pattern of lateness occurs, further additional charges will be added to your account.

  1. First offence - usual late fees apply
  2. Second offence - usual late fees apply and an additional $25.00 per child is added
  3. Third offence - usual late fees apply and an additional $50.00 per child is added
Non Notification Surcharge (After School Care only) $10.50 per child per occasion If the Service is required to contact you regarding the whereabouts of your child, you will automatically be charged a non-notification surcharge. Please mark all absences prior to 3:00pm via the My Family Lounge mobile device app. Refund of account upon permanent departure from the Service $10.00 administration processing fee Processing of a direct deposit payment $10.00 administration processing fee per transaction




Are your fees eligible for Child Care Subsidy?


The Government, via Centrelink, provides assistance for parents with children in care. The system allows for Child Care Subsidy (CCS) based on an income assessment, and an activity test. For more information, please click here. IMPORTANT: CCS requires a primary carer to be identified with Centrelink and, for the Qikkids system to interact for benefits, the same carer must be identified as Parent/Guardian 1 on the enrolment form.





Medical Information

Do you need my child's medical action plan?


If your child has a diagnosed medical condition they must provide us with (prior to attending):

  • A copy of the medical Action Plan prepared and signed by their GP (if there is one in place)
  • Any reports or information about their medical condition
  • Any medication required to be administered by the Service
Once we are notified of a child who has a Medical Action Plan, the family must fill out a Service Risk Minimisation Plan that details important information we must know to be able to support your child’s health and wellbeing. The Risk Minimisation and Communication Plan is a Regulatory requirement and a required document under the National Law and Regulations. We require this document to be reviewed annually.




Do you need my child's medication on site?


All required medication must be on site for all sessions booked for your child. All medication must be in its original packaging, with a chemist label attached, stating the child's name and dosage. A medication administration authority form must also be completed.




My child is sick, how long should they be excluded from care?


The aim of exclusion is to reduce the spread of infectious disease. The less contact there is between people who have an infectious disease and people who are at risk of catching the disease, the less chance the disease has of spreading. Excluding ill children, educators and other staff is an effective way to limit the spread of infection in education and care services. For more information on this, please click here.





Feedback

How can I give feedback?


We value and appreciate feedback at all times from our stakeholders. Please contact us either verbally or via email with any ideas, suggestions, or areas for improvement for our Service.




What is the process for complaints?


In the first instance, all comments, grievances and/or complaints shall be directed to the Service Coordinator. The Coordinator will seek to resolve all genuine and reasonable complaints in the most appropriate way possible in consultation with the complainant. Discussions with the complainant will remain respectful and conducted in a place that affords privacy. If the complainant is not satisfied with the outcome, they may contact the Approved Provider or the Regulatory Authority directly. Contact information can be found in our Family Handbook.





Misc

What is Outside School Hours Care?


Outside school hours care (OSHC) services are usually located at or close to primary schools, providing care for primary school age children outside school hours and during school vacations.




Where can I find the Menu?


Our menu is located and accessible for our families on the noticeboard within the office.




Where can I find the Program?


Our program is located and accessible for our families on the noticeboard within the office.




Where can I find the risk assessments for activities, excursions, etc?


Risk assessments are undertaken for all excursions, activities, and areas to recognise potential benefits, hazards, and risks. These documents can be provided to families at their request via email.




Is the food you serve healthy?


We promote healthy eating principles and apply rules developed by QCAN (Queensland Children’s Activity Network) particularly emphasising menu choice, variety and the development of healthy eating patterns. We consider all children's dietary requirements and allergies in our menu planning and offer a wide variety of fruits, vegetables and snack items.





Enrolment

How do I enrol my child/ren into OSHC?


1. Go to the KGSC P&C Website (www.kgscpac.org/oshc) 2. Click on 'Enrolment Details' within the My Family Lounge section 3. Follow the steps provided on this page on how to enrol 4. Submit the enrolment form to the Service 5. Our Management team will contact you within two (2) working days with your next steps in the enrolment process 6. Make yourself familiar with the Family Handbook found on our website 7. Download the My Family Lounge app to your mobile device via Google Play or Apple Store




What happens if I get put on a waitlist?


If you get placed on our waitlist, you will be contacted via email when a permanent place becomes available. We can accomodate casual bookings while you wait for a permanent place to become available, however there is no guarantee of availability. We currently have a license for 100 children for Before School Care and 170 children for After School Care and Vacation Care.




Are there any additional documents I need to provide to OSHC?


  • A copy of your child's birth certificate.
  • A copy of child's immunisation history statement. Click here for information on where you can access these records.
  • A copy of any Medical Action Plans, and relevant medication
  • A copy of any formal custody arrangement documentation





Contacting Us

Where is OSHC located?


Kelvin Grove OSHC is located on the grounds of Kelvin Grove State College: Junior Campus. Our main office is in the Junior School hall and is accessible from the Tank Street gate.




What are the operating hours of OSHC?


  • Before School Care: 7:00am - 8:45am
  • After School Care: 3:00pm - 6:00pm
  • Vacation Care: 7:00am - 6:00pm
  • Pupil Free Days: 7:00am - 6:00pm
We do not operate on weekends or public holidays. We are also closed for two (2) weeks over the Christmas/New Year period.




What is the best way to contact us?


  • Phone: 3352 6007
  • Email: kgoshc@bigpond.com
Please note: Management is unavailable between 2.30pm and 3:30pm every afternoon.





Find Us

Links

    Kelvin Grove State College

    25 L'Estrange Terrace, Kelvin Grove

    © Copyright 2020

    by Kelvin Grove P&C Association.

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    Please note: Whilst every effort is made to keep this website up to date, some documents may be missing or out dated due to the changing nature of the businesses.

    Please contact us if you have any concerns, questions or queries.