York Family Information Service – Statement of Service and Standards

This statement is to explain the service provided by York Family Information Service (York FIS).

Information for parents and carers

York 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.

Information for people wanting to work with children

York 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.

Accessibility

York Family Information Service helpdesk opening hours are 08:30 to 17:00 Monday to Friday. Outside of these core hours an answer phone service is in operation.

Enquirers can contact York Family Information Service through a number of different channels. These include:

• Over the telephone – (01904) 554444, charged at local rate.
• Mobile texting – 077624 802244. York FIS will ring back the user. This will cost the user one standard SMS.
• Email – fis@york.gov.uk
• Over the internet – this is through our own local website www.yor-ok.org.uk and a national website www.childcarelink.gov.uk.
• Face to face – users can meet with York FIS at our office at Mill House, North Street or if appropriate through our outreach programme that includes community centres, Children’s Centres and Schools.

Accuracy

York FIS will talk with users to tailor the information to meet their needs. Where printed information on services is provided a last updated date will be given. York FIS has a policy for keeping information as up to date as possible.

Delivery

The information will be available in a range of formats including written information sent through the post (2nd 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.

Cost

The service York FIS offer is free.

Impartiality

Information and advice provided by York FIS will be impartial. No particular type of childcare provision 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.

Confidentiality and Data Protection

York FIS respects peoples right to confidentiality. Your personal details are stored on a secure database and are not passed onto anyone else without your permission. All policies on confidentiality will comply with the Data Protection Act.

Feedback and Evaluation

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

Complaints

Any complaints about York Family Information Service should be made in the first instance to the Family Information Service Manager. They can be contacted using any of the channels mentioned above and asking for the manager. The manager will give a response to the complaint within five working days.

If a person does not wish to complain through the procedure above the City of York Council has a complaints procedure which can be used. This can be found through www.york.gov.uk.

Quality of Service

York Family Information Service works towards the framework for information, advice and guidance services as laid out in the Matrix Standard and the NAFIS Quality Mark.