Introduction

Welcome to the Opportunity Links Statement of Service for the Childcare Information Service for Cambridgeshire and Peterborough.

This Statement of Service is designed to explain clearly the services that we offer and the level of service that enquirers can expect to receive.

The Statement of Service is written to comply with, and extend beyond, the Minimum Standards for Childcare Information Services (CISs) that are set by the Department for Education and Skills.

The Statement is reviewed annually, or as required by changes in legislation.

Aims and Objectives

As part of the National Childcare Strategy, local authorities are obliged to provide childcare information to their area. Opportunity Links is contracted to deliver this service for Cambridgeshire County Council and Peterborough City Council.

Through this role, and in compliance with the Minimum Standards for Childcare Information Services, Opportunity Links is dedicated to gathering and distributing childcare and other relevant information to the public.

Through all of our work we strive to attain the following underpinning principles; quality, impartiality, confidentiality, partnership and equal opportunity.

To ensure enquiries are aware of the Statement of Service it is advertised on our evaluation forms and on the Opportunity Links website at www.opportunity-links.org.uk.

The Statement of Service and the information contained in it are available to anybody upon request

The following sections detail the range and extent of information that we provide.

Core Information

Opportunity Links holds essential core details of all registered early years childcare provision in the area, and take steps to ensure this information is as up to date and accurate as possible.

The core information on registered provision that we are required to hold and make available to the public is:

• The name of the provider and contact details. These details should not be made available to the public without the express consent of the provider.
• The type of provision, the age range and the number of places catering for children of each age.
• Opening hours, availability during school holidays and ability to provide emergency short-term care.
• The fees charged.
• Ability to cater for children of particular needs, for example, children who do not have English as a first language, or children with disabilities or special educational needs.
• Ability to cater for children from particular religious or cultural communities, for example, provision of appropriate food.
• Dates of last relevant inspections.
• Date the information held by the CIS was last updated.

Supporting Information

Opportunity Links also holds information on supporting information. This covers:

• Information about what to look for in a childcare service and how to choose a childcare provider.
• The service offered by different types of childcare providers.
• Help in deciding upon the most suitable arrangement for their children. For example, information on the proximity of childcare to work, home and school locations.
• The Early Years Development and Childcare Partnership (EYDCP) Plan and other relevant local strategic plans.
• The registration process and what to do if the enquirer has concerns about a provider
• Information on relevant family support, especially financial assistance that may be available.
• Information about work-life balance should be made available to employers, staff and people considering a return to work.
• Information on registration and inspection requirements.

Signposting Information

If information is requested that we do not hold, we signpost enquirers to organisations that are able to directly provide the level of information they need. This includes:

• Local Further Education colleges and training providers. Learning and Skills Councils (LSCs).
• Representative bodies such as the Pre-School Learning Alliance, the National Childminders Association, National Day Nurseries Association and the Out of School Care Association.
• The EYDCP.
• CISs in neighbouring areas. This is particularly useful for enquiries and providers who live close to EYDCP boundaries.
• Relevant community organisations and groups, for example charities that may be able to assist enquirers e.g. special educational needs groups.
• Relevant Government bodies and Departments, for example, the Department for Work and Pensions (DfWP) to provide enquirers with information on benefits.
• Schools, many of which are ideally placed to provide and develop suitable premises for out of school childcare.
• Employment Service District Managers, lone parent advisers and job centres

We aim to make the above information, accessible and freely available to the public. This is achieved via a free-phone help-line that is available between 9:00 and 17:30 Monday to Friday throughout the year except bank holidays. There is also a 24-hour answer service.

Information is also available via the Opportunity Links website - www.opportunity-links.org.uk, the Government´s ChildcareLink website - www.childcarelink.gov.uk, and through outreach workers. Registered childcare information is only made available on the websites with the consent of providers. Therefore more comprehensive information may be available by calling the help-line.

We take specific steps to ensure the service is well publicised to the whole community, paying particular attention to hard-to-reach groups. This includes:

• A marketing and publicity strategy that targets the whole community.
• Appropriate steps to make the public aware of the service, publicising itself in a range of outlets appropriate to the local area and in a manner most suitable for the audience it is designed for, e.g. in relevant languages.
• Steps to raise awareness of its services amongst other relevant bodies and organisations.
• Making this Statement of Service, and the information in it, available to the public.
• Outreach workers who develop our links with relevant bodies and attend events.

Enquirers can expect a polite and helpful service. Opportunity Links has a recruitment process in place that ensures staff have strong interpersonal skills and experience of enquiry handling. The organisation is also committed to the ongoing development and training of staff so that the level of service can be improved.

Improving the Service

Opportunity Links is always looking to improve the service and positively welcomes feedback by sending evaluation forms to all enquirers. All comments, compliments and complaints received are used to evaluate and improve the service and to assist in future planning.

Complaints Procedure

If you are not happy with the service you receive form the CIS in reference to the Statement of Service you can make a complaint in the following way: