Schools, early years and childcare

Mission statement

Medway Family Information Service will provide quality, accessible and impartial information and guidance on the full range of childcare services, resources and issues led by the needs of children and their families, carers, employers, professionals, local and national government and their agencies in Medway.

Medway Early Years Development and Childcare Partnership (EYDCP) is fully committed to the development of the Family Information Service, which it sees as an important step in supporting families, early years and childcare providers, employers and others in obtaining up to date and accurate information and guidance on the options open to them. The EYDCP will support the Family Information Service, will regularly monitor its development and ensure that the service responds to the needs of its customers.

Medway Family Information Service will provide a free service to families. The service, which operates between 8.30am and 5.30pm, Monday to Thursday and 8.30am to 5pm on Fridays, will have available a telephone help-line operated by trained staff. There is also a drop-in facility during the same period for customers to discuss their needs face-to-face with a childcare information advisor. In addition to this central facility, every step is being taken to ensure that all potential customers in Medway have access via different communication channels, such as telephone, fax, post, email, internet and online forms on the council website. Customers can also access the childcare link website (www.childcarelink.gov.uk/index.asp).

A range of leaflets and posters describing the services of Medway Family Information Service and types of childcare options are available and the service will be advertised in places likely to be used by customers and through agencies and individuals likely to be in contact with potential customers.

The service will maintain information on all registered childcare and early years provision initially but will expand its database in line with customer requirements to include wider children's issues. Where it is not possible to hold accurate information in a particular specialist field or where guidance from professionals in a specialist field is required, the service will aim to direct customers to the appropriate information point. Information will be made available by telephone, in print and electronically. The service will ensure that its database is regularly updated to provide accurate information and will aim for a two-day response time to any enquiry.

Staff will be trained to maintain confidentiality and act in an impartial way. A policy of strict confidentiality will be guaranteed, except where a child is perceived to be at risk or care provision fails to meet legal or quality requirements.

The service will constantly monitor the views of its customers by contacting each person to gauge the needs of families, providers, those with special needs in the community, hard-to-reach groups and businesses. Systems are in place to ensure that each enquiry is monitored for customer feedback.

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