In the Early Learning Program we will:

  • Use, recommend and teach strategies that promote positive relationships, build on strengths and protect your child’s and your own self esteem.
  • Recognise and report all concerns about significant risk of harm to a child, to Community Services in accordance with the NSW Children and Young Persons (Care and Protection) Act 1998 No. 157.
  • Consider the effect of all we say and do when with children and families. We’ll treat all children and families fairly, while respecting differences, and actively promote an environment that is free from discrimination, bias and abuse.
  • Use practices that protect your privacy and maintain confidentiality. We will not discriminate against you on the basis of race, religion, disability, gender or sexuality.

In the Early Learning Program you can expect to:

  • Have your priorities respected and taken into account when planning.
  • Be encouraged to involve an advocate (a person who can speak on your behalf) to help you to get the service you need.
  • Be asked for consent before the ELP staff has any involvement with your child.
  • Participate in decisions concerning the type of assistance provided by ELP.
  • Be given help that is flexible when your needs and priorities change.
  • Be given help that is reliable, of high-quality, culturally and linguistically appropriate.
  • Know the purpose of information requested and kept by ELP as well as how it will be used.
  • Be able to see any information about your child kept by ELP and correct any wrong information.
  • Be asked to consent to any information about your child being shared with other professionals or agencies.
  • Be told about meetings between the ELP staff and other service providers about your child.
  • Be involved in the management and direction of ELP if you choose.
  • Express grievances and seek action without fear of it affecting decisions relating to the help you receive.
  • Have complaints you have about the service dealt with fairly.
  • Be able to ask for your child’s program to be reviewed at any time.
  • Be able to refuse or terminate the ELP services at any time.

Making a comment, suggestion or complaint

SDN staff are always happy to hear suggestions and comments from families, children and other agencies. This helps us to understand your point of view and to improve what we do. We welcome feedback- compliments and concerns.

There may be times when there are parts of the service that you are unhappy with and when we don’t do what we have agreed to do.

SDN is committed to handling your concerns fairly and effectively.

You have the right to raise and have resolved any complaints or disputes you have regarding ELP. This is what you can do:

  • Talk to the ELP staff members: Problems can usually be resolved by talking to them or to another staff member in the program.

If the problem isn’t solved, the next step is to talk to the ELP Manager, or to put your complaint to them in writing. If you need help to write your complaint we will arrange for someone to help you. The ELP Manager will try to solve the problem as soon as possible and will write the actions to be taken on a form that we will ask you to co-sign.

If you don’t feel that this has helped you can talk to the SDN Director of Child, Family and Children’s Services Programs by calling 9897 3636. She will talk to all of those involved to help to solve the problem.

If the problem is still not solved you can take your complaint to the SDN Chief Executive Officer who can be contacted on 9213 2400. They can act as a mediator to help resolve the problem. An advocate can be taken to the meeting if you wish.

If we aren’t able to solve the problem, you can ring the Community Services Division of the NSW Ombudsman Office on 9286 1000 or TOLL FREE 1800 060 409.

The Multicultural Disability Advocacy Association may also be able to help. They can be contacted on 9891 6400.

How will ELP meet the needs of individual children and their family?

Individual Needs

ELP will:

  • Respect everyone’s cultural and religious beliefs.
  • Work with you to develop a program plan tailored to the individual needs of your child.
  • Consult regularly with you regarding your child’s needs.
  • Provide an interpreter if you would like one.
Family Involvement

You will be given the opportunity to:

  • Be involved in the assessment of your child’s development and their current strengths and needs.
  • Be involved in deciding what your child’s program should include.
  • Discuss referrals to other agencies if you would like to.
  • Discuss your child’s progress and changes to your child’s program on an ongoing basis.
Decision Making and Choice

ELP believes that the family has the right to make decisions regarding their child, so we will:

  • Help you to make informed choices.
  • Discuss any recommendations for referral to another agency with you.
  • Help you to make this referral if you would like us to.

Preserving Family Relationships

ELP believes that the child’s family members are the most important people in their child’s life, so we will:

  • Always consider the child as part of the family unit.
  • Take into account the family’s culture, beliefs and current abilities when developing the child’s individual plan and when making recommendations for future intervention.
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