Child Contact Centre FAQs Chatham
Your Questions Answered.Everything you need to know about referrals, supervised and supported family time and visiting the Smart Families contact centre in Chatham.
We understand that arranging family time can raise lots of questions, particularly if you’ve never used a child contact centre before.
We’ve answered some of the questions families ask us most frequently below. If you can’t find what you’re looking for, please contact our team.
About Smart Families
What is a child contact centre?
A child contact centre provides a safe, neutral and child-focused environment where children can spend time with a parent or family member they no longer live with.
Depending on the arrangements, sessions can be supervised or supported. Smart Families can also provide community family time where appropriate.
Who can use Smart Families?
We welcome referrals from parents, solicitors, the Family Court and other relevant professionals.
Our service is designed for families who require a safe, neutral and supportive environment for family contact.
What types of family time do you provide?
Smart Families provides:
- Supervised Family Time
- Supported Family Time
- Community Family Time
The appropriate service will depend upon the arrangements and individual circumstances of the family.
Referrals
How do I make a referral?
The easiest way to begin is by completing our online referral form.
This provides our team with the information required to understand your circumstances and the proposed arrangements.
Do both parents need to agree?
Where possible, both parents should engage with the referral process.
Where contact has been arranged through solicitors or directed by the Family Court, we will work within the arrangements that have been put in place.
What happens before family time starts?
Each parent will usually have an individual initial meeting with a member of our team.
We’ll explain how the service works, discuss the arrangements, answer questions and address any concerns before sessions begin.
Your Family Time Sessions
What happens during a session?
Children can spend quality time with their parent or family member within one of our comfortable, child-friendly family rooms.
What happens during the session will depend upon whether supervised or supported family time has been arranged.
Will someone be watching us?
During supervised family time, a trained member of our team will remain present and observe the session.
During supported family time, staff will be available within the room or centre to offer assistance when required, but will not continuously observe the interaction.
What is community family time?
Community family time takes place outside our contact centre in an agreed, appropriate community setting.
A supervisor can accompany the family during the session and provide a brief factual report afterwards where this forms part of the agreed service.
How long are sessions?
Session lengths vary depending on individual arrangements and will be discussed during the referral process.
Can other family members attend?
This depends on the agreed arrangements. Any additional family members or visitors must be approved in advance.
What should I bring?
You are welcome to bring appropriate items that will help your child feel comfortable and enjoy the session, such as snacks, drinks, nappies, favourite toys, books or activities.
Our family rooms also have toys and activities available.
What if my child has additional needs?
Please tell us about any medical conditions, disabilities, allergies or additional needs during the referral process so that we can consider any appropriate arrangements.
Practical Questions
What happens if I'm late?
Please contact us as soon as possible if you’re going to be late.
Our late arrival procedure will be explained before sessions begin.
What happens if I need to cancel?
Please provide as much notice as possible if you need to cancel or rearrange a session.
Cancellation charges may apply in accordance with our terms and conditions.
Are reports provided?
A brief, factual account can be produced following supervised family time, where this forms part of the agreed service.
No observational report is produced following supported family time.
For community family time, a brief factual report can be provided where required.
Is my information confidential?
Yes. Information is handled confidentially and in accordance with our privacy policy.
However, where concerns arise regarding the safety or welfare of a child or adult, Smart Families has a duty to follow its safeguarding procedures.
How much does family time cost?
Fees depend on the type of service required.
Please contact Smart Families for our current fees and further information.
Take the First Step Towards Family Time
Whether you’re a parent, solicitor or professional, starting a referral with Smart Families is simple.
Complete our online referral form and our team will guide you through the next steps.
Alternatively, Speak To Us Before Making A Referral
Please contact our team.
services@smartfamilies.co.uk
Ebonie Fitzpatrick — 07494 768795
Sophie Gilbert — 07547 724742