York Family Information Service – Statement of Service and Standards

The FIS can provide in-depth support on childcare options, provision and financial support; co-ordinated and accessible information on local services, such as education, health care, training advice and leisure services; and specialist national services, such as tax credits, child development, health and parenting support.

The FIS can provide in-depth support and advice on career options for enquirers wishing to work in childcare or playwork. This support will include advice on different career options, required qualifications and pathways into work. The aim of the recruitment service is to encourage people to consider working with children and to give them the necessary knowledge so that they can pursue this as a career option.  Provide a central hub of information for those considering a change in career. 

The service also provides support to providers around recruitment and retention in terms of information, advice and guidance as well as free advertising of job vacancies.

The Family Information Service can be contacted on 01904 554444 between 08:30 to 17:00 Monday to Friday. Outside of these core the service can be contacted using the following channels:

• Mobile texting – 07624 802244. The FIS receives a text and will ring back the enquirer so that they do not incur call charges.
• Email – The service can be emailed directly to fis@york.gov.uk
• Over the internet – This is through our own local website www.yor-ok.org.uk.
• Face to face – During normal office hours a member of staff is available to meet face to face with enquirers visiting our office. Enquirers can also be met face to face through the FIS outreach programme or we can conduct home visits by arrangement..

The Family Information Serviceendeavors to ensure information given is accurate and up to date through regular training and working closely with partner teams and agencies.

Information held by the Family Information Service is updated with the following frequency:

• Childcare records – updated at least once every three months.
• Family Services records – updated at least once every six months.

The information will be available in a range of formats including written information online, sent through the post (2^nd class) or in an email, over the phone or face to face. If a customer requires information in a particular way then this will be accommodated as much as possible given the resources available.

The service the FIS offer is free. The only occasion where a charge may be made is if an information request is made by an organisation that will mean the FIS incurs costs.

Information and advice provided by the FIS will be impartial. No particular type of childcare provision or service will be promoted and information is offered on the basis of fairness to all providers. Advice to customers will include relevant leaflets with questions suggested to enable them to make an informed choice

The FIS holds the following core information about registered childcare provision:

• The name of the provider and contact details.
• The type of provision, age range and the number of places for children of each age.
• The fees charged.
• Opening hours, availability during school holidays and ability to provide emergency short-term care.
• Inclusion statement about supporting disabled children.
• Description of the services offered and current vacancy details.
• Date of last inspection.
• Date the information was last updated.

The level of information held about Family Services is of a level to describe the service and allow users to decide if to contact that service to find out more. Information held about Family Services are:

• The name of the provider and contact details.
• The type of service and age ranges catered for.
• Opening hours.
• Inclusion statement about supporting disabled children.
• Description of service offered.
• Date the information was last updated

The FIS respects people’s right to confidentiality. When collecting information from enquirers or providers it will be made clear how the information will be stored and used. All policies on confidentiality will comply with the Data Protection Act.

The FIS has developed a marketing strategy to increase awareness and use of the services offered by the FIS.

All users of the service who receive information by post or email are asked to complete a feedback form two weeks after the service is delivered. The form is supplied with a freepost envelope. The feedback given is used to improve the service offered by the FIS and to inform the development of childcare provision to better match the needs of parents and carers.

Family Information Service will always welcome feedback. The FIS Manager can be contacted using any of the contact channels listed above. The council has a set complaints procedure. The details of which can be found on the City of York Council website or by calling 01904 551550.

If a person wishes to complain about a childcare provider this should be done through Ofsted (T: 0300 123 1231 W: www.ofsted.gov.uk)

The Family Information Service operates to the quality standards set out by the NAFIS Families First Award.