Service Guide for the University of Arizona's Sick Child and Emergency/Back-Up Care Program (SCP/EBCP)

Transcription

1 Service Guide for the University of Arizona's Sick Child and Emergency/Back-Up Care Program (SCP/EBCP)

2 welcome! 2 We're delighted to serve your family. We're looking forward to providing you with exceptional child care solutions and are honored to be your University of Arizona Sick Child and Emergency/Back-Up Care Program provider. ABOUT US Trusting Connections is an award-winning, full-service agency that serves private residences, churches, businesses/ organizations and hotels. We are family supporters, nanny advocators, market leaders, industry educators, team collaborators and community servers. Our corporate child care programs are one of many services we provide. For families interested in using us privately outside of the SCP/EBCP, we can provide full-time, part-time, temporary or occasional care. Our commitment to offering superior customer service and upholding the highest standards of excellence is a responsibility we take very seriously. Trusting Connections gives you access to the best nannies in Arizona when you need it the most - 24/7, 365 days a year- even at a moment's notice. While our focus is to connect families with experienced and professional nannies and other family care specialists, we don t stop there. We are a trusted resource for parents and are passionate about making a difference in the lives of families in our community. No matter how many unique services or programs we offer, we never lose sight of our original mission to raise the bar when it comes to private child care. Please take a few moments to review your service guide thoroughly and let a Trusting Connections representative answer any questions you may have. As always, please let us know if there is ever anything we can do to improve your experience. Welcome to our agency and thank you for giving us the opportunity to work with your family! Your partners in parenting, Caroline Wesnitzer Co-Founder Rosalind Prather Co-Founder

3 policies and procedures 3 WHAT TO EXPECT FOR EACH SHIFT Before each shift, all caregivers will read and review your Family Care Guide. This is a document we create on your behalf that contains information about your children, emergency contacts, household rules & routines, etc. that you provided in your registration form. All Trusting Connections employees are required to wear a company t-shirt and name badge to each job. They will present a photo ID upon request. The caregiver should also maintain a daily record of events on the Daily Connect Card which serves as a communication log between our caregivers and families. At the end of each shift, you will be asked to sign a receipt detailing hours worked and any additional charges accrued, if applicable. SCHEDULING CARE + AVAILABILITY There are three (3) ways to request care: (Only the UA employee/student registrant may request care. ) 1. Call the Scheduling Manager: (Business Hours only - Monday-Friday 9am-5pm) 2. Online Care Request Form: trustingconnections.com/ua-care/ (Only checked during business hours) 3. caretucson@trustingconnections.com for registrants in the greater Tucson area or carephx@trustingconnections.com for registrants in the greater Phoenix area. During business hours, you will be contacted within 30 minutes to confirm the status of the care request. If immediate assistance is needed after hours, please call our after-hours line : Please leave a message if your call is not answered. It should be returned within 30 minutes. You should also call our after-hours line if our office is closed and you need to notify us of an urgent change or cancellation. We do our best to fill all jobs; however, we cannot guarantee availability especially during busy seasons. Registrants are encouraged to schedule care as soon as possible in order to increase the likelihood of receiving care. We welcome requests for a particular caregiver but we do not make any guarantees. PAYMENT + CANCELLATION POLICIES Trusting Connections makes payment as convenient as possible. Families are automatically charged weekly with the card or ACH account on file for services rendered. You will have the opportunity to review charges in an electronic invoice before final processing takes place. If we are unable to process payment, you will need to promptly provide the agency with an alternative payment method in order to avoid late fees. Caregivers are not permitted to accept payment for additional service hours not scheduled by the agency. If the caregiver is released early at the family s request, the registrant is charged for the full shift scheduled. You are responsible for the full, non-subsidized rate, i.e. the full hourly amount (user cost and UA cost), for the requested number of care hours in the event of a cancellation without 4-hours' notice, a no show, or when care is scheduled outside of eligible days or circumstances. Failure to answer the door within 20 minutes of the scheduled start time constitutes a "no show" and the caregiver will presume the care is no longer needed and leave. To schedule, change, or cancel services, please call our office during office hours or call the after-hours line ( ), if necessary. Cancellations must be made via phone, not .

4 our standards 4 QUALIFICATIONS FOR HIRE The following requirements must be met before a candidates application will be considered: 18 years or older At least a high school diploma At least two years professional child care experience* Citizen of U.S. or legally able to work in the U.S Access to reliable transporation with current vehicle registration/insurance and clean driving record At least three professional references Demonstrate knowledge of child care and development. The following requirements must be met by caregivers serving SCP/EBCP registrants: Pass phone and in-person interview Become CPR/First Aid Certified (Adult, Child and Infant) Document Verification TB Tested Complete Sex Abuse Awareness Training Pass 5-Panel Drug Test Pass TC's Core Care Competencies Exam Complete Orientation *Professional child care experience is defined as paid or volunteer work with children in any capacity outside of applicants own family. Here's how to make sur let's communicate. To ensure an awesome experience for our clients, we use a Customer Relationship Management (CRM) program that helps us safeguard your family s personal information, keep you updated and to record important notes about your account. It also helps us send out reminder s, agency or program news and more. Since is the most common way that we relay important information to registrants, it is critical that you are receiving them in your inbox. You may find that our s end up in your promotions or spam folder. Please white list us by dragging an from us into your regular inbox. Keep in mind that if you unsubscribe from our s, you will be removing yourself from all of our lists and you will not get important reminders about your account. We hate junk too and we promise to not bombard you. staff directory Rosalind Prather, Co-Founder Caroline Wesnitzer, Co-Founder Front Desk Scheduling Manager Billing Department Marketing/Sales Assistant Flex Director

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