Contact Center Referral.

1. Punctuality and Attendance
I agree to attend all scheduled sessions at the agreed times. If I am unable to attend or expect to be late, I will inform the family coach in advance, following the agreed communication framework. Cancellations made with less than 24 hours’ notice may result in a cancellation fee. To minimise the risk of conflict or further allegations, I agree to the staggered arrival times. This arrangement is designed to avoid unnecessary contact between adult parties.

2. Drop-Off and Pick-Up Procedure
The adult responsible for dropping off the child(ren) must be present at the door at the start of the session, and likewise, must be at the door at the end of the session. Please do not do anything to disrupt the session as caseworkers are unable to leave the room. Additionally, the adult picking up the child(ren) should not wait in their car for the worker to come out—they must be at the door in person.

3. Substance-Free Commitment
I agree that I will not be under the influence of drugs or alcohol when attending the Centre. If, in the opinion of the Family Coach, any adult appears to be under the influence, the intervention will not proceed.

4. Respectful Conduct Agreement
I agree that I will not behave in a hostile, aggressive, or provocative manner toward anyone while attending planned sessions. Staff are here to support, not to be subjected to abuse—this includes interactions during telephone calls throughout the process.

5. Session Location Agreement
I agree that I will not disrupt the session by removing the child(ren) from the agreed location, unless this has been clearly outlined and approved in the individual work plan.

6. Positive Communication Commitment
I agree to speak positively about my former partner and other family members during sessions, in order to support a constructive and respectful environment for the child(ren).

7. Child Protection from Conflict
I agree to ensure that my child(ren) are not exposed to any disputes or negative conversations concerning their other parent or extended family.

8. Child-Centered Communication
I agree to provide child-friendly responses to any comments made by my child(ren) during sessions. I will avoid making promises—such as suggesting they will be able to come to my home soon—that may create unrealistic expectations. If I am unsure how to respond appropriately, I will consult with the Family Coach before the session begins.

9. Session Management and Parental Responsibility
I agree to allow the Family Coach, at their discretion, to remove my child(ren) from the session if deemed necessary. I understand that it is the visiting parent's responsibility to provide care and support to a child who may become upset during the session. While the Family Coach will offer guidance and support, it remains the parent's role to provide reassurance and appropriate distraction.

10. Photography, Video, and Mobile Phone Use Agreement
I agree that I will not take any photographs or videos unless this has been explicitly agreed upon as part of the individual work plan. Any photographs/videos that are taken must not be uploaded to the internet or shared on any social media platforms. Mobile phones may only be used for the purpose of taking photographs, unless otherwise agreed in the individual work plan.

11. Contact with Extended Family
Requests to Facetime extended family members must be approved by the resident adult, unless explicitly stated in a court order. The same requirement applies to extended family members attending any sessions—they may only do so with prior agreement from the resident adult or as directed by a court order.

12. Gifts and Shared Activities
I understand that the giving of presents and gifts will be limited to celebratory occasions. However, items that support shared activities—such as books or arts and crafts—are acceptable, as they encourage positive interaction during sessions.

13. Snacks, Drinks, and Dietary Considerations
Snacks and drinks should be provided for the child(ren), with clear agreement on who will supply them. The Family Coach must be informed of any allergies, as well as any specific food items that should not be offered.

14. Toileting Support Responsibility
Responsibility for supporting the child(ren)'s toileting needs should be clearly discussed and agreed upon prior to the session. This arrangement will be documented and included as part of the individual work plan to ensure clarity, consistency, and the child(ren)’s comfort during visits.

15. Involvement of Dogs in Sessions
If a dog is brought on site to be involved in sessions with your child(ren), you must ensure the child(ren) understand appropriate behaviour and boundaries around the dog. You are also responsible for cleaning up after your dog. Dogs are only permitted to enter the service once this has been agreed as part of the individual work plan and an appropriate risk assessment has been completed.

16. Session Payment Policy
Payments for sessions must be received no later than 12:00 PM on the day prior to the planned session, unless a prior conversation has taken place and a payment plan has been formally agreed. Sessions may be at risk of cancellation if payment is not received by the stated deadline. When making a payment, the child’s name must be used as the payment reference to ensure accurate allocation.

17. Respect for the Environment
I agree to respect the premises and facilities provided by Trinity Support Services. This includes keeping the environment clean and tidy, using equipment appropriately, and ensuring that no damage is caused. I understand that maintaining a respectful and safe environment is essential for the comfort and wellbeing of all service users and staff. I also agree to leave the room as it was found, ensuring that all items are returned to their original place and the space is left clean and orderly at the end of each session. I acknowledge that if any facilities are damaged or items are broken during my use of the service, I may be held responsible for the cost of repair or replacement. Any such charges will be determined at the discretion of Trinity Support Services.

18. Timely Sharing of Relevant Information
All relevant information—such as court orders, Section 7 reports, or other requested documentation—must be shared promptly as instructed. Timely submission ensures that sessions can be planned and conducted appropriately in line with legal and safeguarding requirements.

19. Session Summaries and Reporting
The Family Coach will complete a summary of the time spent together after each agreed session and will produce a report at the end of each visit. These records will be made available to both parties as soon as possible, provided that payment has been received. It is the responsibility of the adult to share these notes with relevant parties, such as solicitors or other professionals involved in the case.

20. Off-Site Contact Requirement
If the adult with whom the child(ren) lives does not remain on-site during the session, they must be contactable by phone throughout its duration. Please be mindful that we may need to reach you if the child(ren) become upset, unwell, or require your support.

21. Community-Based Activities and Direct Work
As part of your individual work plan, sessions may include time spent in the community, observation of handovers, and direct work with adult parties to support the achievement of the best possible outcomes. All such activities will be agreed upon by all parties involved prior to implementation.

22. Acceptance of Policies and Safeguarding Procedures
I agree to adhere to the policies governing Trinity Support, including the Child Protection Procedure and the Confidentiality Statement. I understand that if a concern arises regarding the abuse or neglect of any child involved in the intervention process, a referral will be made to the appropriate Children’s Services Department. While parents will usually be informed of such referrals, I acknowledge that in certain circumstances, it may not be appropriate to do so.

23. Confirmation of Contact Details
I confirm that the contact details provided to the service are accurate and up to date.

24. Complaints Procedure Acknowledgement
I acknowledge that the provider’s complaints procedure has been shared with me and that I understand how to raise any concerns or complaints should they arise.

25. Fire Evacuation Procedure - I confirm that the fire evacuation procedure has been discussed with me, and I understand the steps to follow in the event of an emergency.