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Daycare Center and Family Home Forum>Where Have You Found Quality Clients?
trix23 05:38 AM 06-26-2017
Where have you found quality clients? Where would you look if you were new and didn't have strong word-of-mouth yet?
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Blackcat31 06:19 AM 06-26-2017
I wouldnt say I found quality clients anywhere. I "created" them.

When I first opened, I networked with EVERYONE I knew.

Doctor's offices/nurses/check in staff etc....
Dentist/hygienist/secretary...
School gathers, PTA meetings, volunteer groups, etc
Girl Scouts, Boy Scout troops,
YMCA
Children's Fairs and exhibits
Library Story Hour

Literally anywhere and everywhere there were families.

I hung fliers and ran newspaper ads all over. I made brochures and business cards and brought them and handed them out ANYWHERE someone would take one.

I offered current clients a "referral bonus" if they sent a family my way.

Basically I talked non-stop about child care to anyone willing to listen. I advertised and spread my name and contact info everywhere.

As for QUALITY. YOU teach your clients how to treat you.

Firm, consistent boundaries with a bit of "cushion" where you are able. Understanding and empathy plays a huge role on this business but the real make it or break it quality a provider MUST have is figuring out how to enforce all those policies firmly and consistency but with compassion and a smile.

^^^^ Honing that trait created quality clients.

You have to build that relationship.

Clients are like getting a new puppy.
YOU have to train them to do or not do certain things.
They don't come to you knowing what your expectations are.
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trix23 07:02 AM 06-26-2017
So in the case of my trouble client that wanted special meals, what would you have said in an email?
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Blackcat31 07:20 AM 06-26-2017
Originally Posted by trix23:
So in the case of my trouble client that wanted special meals, what would you have said in an email?
I would have firmly but politely have said


"I cannot accommodate special diet requirements unless a form (from the food program) has been filled out completely by the child's pediatrician and/or dietitian."
[the form requires 'specific' substitutions etc and is VERY clear]

I would have avoided at all costs continued back and forth conversation and would have aimed for a clear understanding of what I will and won't offer as part of my services. ALWAYS ending in something along the lines of "If the services I offer do not meet your needs then I am not the right fit for you."

Basically I let families know I run my show and they can choose to follow my rules or find care that better meets their needs. I never have a conversation that leads a parent to believe that I am willing to change my business/routine/program/rules/policies for them.
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trix23 08:08 AM 06-26-2017
I definitely made it clear from the beginning that my policies and rules are non-negotiable. She has not gotten her way with anything outside of my offerings. They are leaving after this week because she didn't like the fact that if a child has an allergy or sensitivity that they need to provide ALL food and drinks.

This is the one too that asked about how old my rug and couch were. Multiple times in the emails we sent before they enrolled I said "If my program is not a good fit for your family's needs, I understand. There may be other providers or arrangements that may better meet your needs. Let me know if I can help you with this." Multiple times. Lol.
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Ariana 09:05 AM 06-26-2017
In my opinion there is no way to know beyond a doubt that a family is a good fit until they are actually in care for a few weeks. For this reason I have a 6 week integration period where I can terminate immediately with no notice. I have terminated 3-4 families this way as there was no way to know the issues until they were in care. For me a red flag would be asking the age of my furniture but I might be willing to give it a try for the integration period.

Do you have that in your contract?
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EntropyControlSpecialist 12:01 PM 06-26-2017
Originally Posted by trix23:
I definitely made it clear from the beginning that my policies and rules are non-negotiable. She has not gotten her way with anything outside of my offerings. They are leaving after this week because she didn't like the fact that if a child has an allergy or sensitivity that they need to provide ALL food and drinks.

This is the one too that asked about how old my rug and couch were. Multiple times in the emails we sent before they enrolled I said "If my program is not a good fit for your family's needs, I understand. There may be other providers or arrangements that may better meet your needs. Let me know if I can help you with this." Multiple times. Lol.
I would add it into your handbook that if a child has an allergy then an Allergy Plan will need to be created and turned in from the Doctor and the parent will be responsible for all meals. Be sure to ask incoming clients if they have any known allergies and state your policy from the getgo.

I don't know what that Mom's deal is. It truly isn't that hard. We provide all meals for our own child (when attending Sunday School and soon when attending the PPCD program). Not difficult at all. MUCH less difficult than having your child eat something they cannot have and having to go to the Doctor or hospital!
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EntropyControlSpecialist 12:02 PM 06-26-2017
Originally Posted by Ariana:
In my opinion there is no way to know beyond a doubt that a family is a good fit until they are actually in care for a few weeks. For this reason I have a 6 week integration period where I can terminate immediately with no notice. I have terminated 3-4 families this way as there was no way to know the issues until they were in care. For me a red flag would be asking the age of my furniture but I might be willing to give it a try for the integration period.

Do you have that in your contract?
That's so true. Sometimes we see bright red flags and other times it seems like it'll be great until...it isn't.
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trix23 06:13 PM 06-26-2017
I have a 4 week trial period. But it seems that the issues crop up after that :/
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Josiegirl 02:38 AM 06-27-2017
Sounds like the parent wants easy and moldable dc, someone they can dictate everything but unfortunately being group care, it doesn't work like that. Can you imagine if every dcp requested special and different for their child??
BC's post said it all. Lots of topnotch advice there.
I did this for years before I learned and started considering myself a business, then started getting better, more 'easier to work with' families.
Good luck! You will get them!
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Ariana 08:03 AM 06-27-2017
Originally Posted by trix23:
I have a 4 week trial period. But it seems that the issues crop up after that :/
Maybe extend it by a few weeks. I do 6 because I only do part timers but if you feel you need 6 weeks then ask for it. Totally up to you!

I will also say that many families are on their best behavior for the trial period and then start acting up afterwards. I honestly do not feel there is any one solid way to weed out the freaks. Just be glad you aren't in a centre and can terminate at will
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Unregistered 10:47 AM 06-27-2017
The best thing to provide to parents is a Parent Handbook. Covering as much info as you possibly can. I learned this the hard way. I have a small statement in my handbook that reads,
"All meals and snacks will be provided by XXX Family Day Care. We serve foods that are as organic as possible. If your child has special dietary needs or allergies, we will work with you the best we can. If we are unable to adequately provide the foods your child needs, we will ask that you provide your childs lunch and snacks. Tuition rates are firm and will not be adjusted for parent-provided meals."
There is a page at the end of the handbook that requires the parent to sign stating they understand and agree.

Not everyone is going to be a good fit. Don't take it personally. Some people will complain about anything and everything regardless. And just know that you are the business owner. You can withdraw a child from your program at any time, for any reason.

I've also included that info in my handbook as well,
"We reserve the right to terminate a child for the following reasons (but not limited to):
Failure to pay
Routinely late picking up your child
Failure to complete the required forms
Lack of parental cooperation
Failure of child to adjust to the daycare after a reasonable amount of time
Physical or verbal abuse of any person or property
Our inability to meet the child's needs
Lack of compliance with handbook regulations
Serious illness of child

A three (3) week written request to terminate enrollment is required from the parent/guardian and submitted to the owner. Failure to notify the owner may result in further charges. You will be held responsible for all charges to your account. The owner must be notified if a child is to be removed from the facility. Any absence exceeding one week without notice shall be considered withdrawal, and another applicant will fill the childs slot. Parents are responsible for incurred day care bills. No notification is needed if a mutual decision between parent and the owner has been reached and found that placement is inappropriate. XXX Family Day Care holds the right to dismiss a child from XXX Family Day Care.

Take this experience as a learning experience. Create a handbook or include all this new info in your parent contract. It's better to have too much info than not enough. Always create documents with the thought of CYA.

Best of luck!
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Ariana 11:01 AM 06-27-2017
Originally Posted by Unregistered:
The best thing to provide to parents is a Parent Handbook. Covering as much info as you possibly can. I learned this the hard way. I have a small statement in my handbook that reads,
"All meals and snacks will be provided by XXX Family Day Care. We serve foods that are as organic as possible. If your child has special dietary needs or allergies, we will work with you the best we can. If we are unable to adequately provide the foods your child needs, we will ask that you provide your childs lunch and snacks. Tuition rates are firm and will not be adjusted for parent-provided meals."
There is a page at the end of the handbook that requires the parent to sign stating they understand and agree.

Not everyone is going to be a good fit. Don't take it personally. Some people will complain about anything and everything regardless. And just know that you are the business owner. You can withdraw a child from your program at any time, for any reason.

I've also included that info in my handbook as well,
"We reserve the right to terminate a child for the following reasons (but not limited to):
Failure to pay
Routinely late picking up your child
Failure to complete the required forms
Lack of parental cooperation
Failure of child to adjust to the daycare after a reasonable amount of time
Physical or verbal abuse of any person or property
Our inability to meet the child's needs
Lack of compliance with handbook regulations
Serious illness of child

A three (3) week written request to terminate enrollment is required from the parent/guardian and submitted to the owner. Failure to notify the owner may result in further charges. You will be held responsible for all charges to your account. The owner must be notified if a child is to be removed from the facility. Any absence exceeding one week without notice shall be considered withdrawal, and another applicant will fill the childs slot. Parents are responsible for incurred day care bills. No notification is needed if a mutual decision between parent and the owner has been reached and found that placement is inappropriate. XXX Family Day Care holds the right to dismiss a child from XXX Family Day Care.

Take this experience as a learning experience. Create a handbook or include all this new info in your parent contract. It's better to have too much info than not enough. Always create documents with the thought of CYA.

Best of luck!
Assuming of course a parent actually reads it!
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Blackcat31 11:33 AM 06-27-2017
Originally Posted by Ariana:
Assuming of course a parent actually reads it!
Right! you can have the most well thought out professional handbook ever but if you have parents that don't read it and/or you, as the provider can't or won't enforce it, the handbook is worthless.....
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Unregistered 12:25 PM 06-27-2017
Yes, absolutely. That's why I require parents to sign it. Then it's on them. As long as I have it all in writing and they've signed off on it, I'm covered. Of course as child care providers, we do what we do from the heart, but we also have to put on our business owner hats sometimes and put our foot down when necessary.
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Ariana 01:02 PM 06-27-2017
Originally Posted by Unregistered:
Yes, absolutely. That's why I require parents to sign it. Then it's on them. As long as I have it all in writing and they've signed off on it, I'm covered. Of course as child care providers, we do what we do from the heart, but we also have to put on our business owner hats sometimes and put our foot down when necessary.
You must be new . We all do this but it still doesn't prevent issues from arising and from parents trying to break policies.
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Unregistered 01:32 PM 06-27-2017
I've been open since 2013. So probably newer than most of you. Guess I've been pretty lucky as I've been completely blessed with the most amazing parents. I don't want to jinx myself, so I'll knock on wood! They've all been amazing and completely comply with all my policies. But I literally put everything I can think of in my Parent Handbook and they all seem to really appreciate the thoroughness, as they've had full disclosure since day 1. I think my parents appreciate that. And they have all been great about reading through things, as I have parents that like to be informed and thorough before signing off on anything. Again, I considered myself lucky, as I know many other providers in my area that have dealt with problem parents.
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Unregistered 01:35 PM 06-27-2017
However, I will add... I did have one parent before that pickup'ed late constantly. That was a pain. But the situation was easily rectifiable. Just a conversation and stating I would be implementing my late pickup fee. Like you said before, we have to enforce our policies, otherwise they are useless.
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trix23 11:17 PM 06-27-2017
I've had a handbook since day 1. It's 53 pages long and very thorough. I've had plenty of pushback on policies and they have tons of resources and info on how i do things. I've had to add tons of policies cause of these crazies lately.
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Ariana 05:11 AM 06-28-2017
Originally Posted by trix23:
I've had a handbook since day 1. It's 53 pages long and very thorough. I've had plenty of pushback on policies and they have tons of resources and info on how i do things. I've had to add tons of policies cause of these crazies lately.
Yep! I have posted menus in my private FB page that every parent saw and they still continually ask me what the kids ate for lunch. Handbooks, signing handbooks, constant reminders etc don't work with entitled morons!!
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EntropyControlSpecialist 05:21 AM 06-28-2017
Originally Posted by Ariana:
Yep! I have posted menus in my private FB page that every parent saw and they still continually ask me what the kids ate for lunch. Handbooks, signing handbooks, constant reminders etc don't work with entitled morons!!
Ding ding ding ding ding!!!
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trix23 06:16 AM 06-28-2017
And the DCM that had the nanny said that her son threw up a little last night and brought him in, knowing about my illness exclusion.... their last day is tomorrow and I'm thinking to issue a term notice effective immediately for that....
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Blackcat31 06:18 AM 06-28-2017
Originally Posted by trix23:
And the DCM that had the nanny said that her son threw up a little last night and brought him in, knowing about my illness exclusion.... their last day is tomorrow and I'm thinking to issue a term notice effective immediately for that....
Did she tell you that AFTER care or at drop off?
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trix23 06:50 AM 06-28-2017
At drop-off.
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Blackcat31 07:45 AM 06-28-2017
Originally Posted by trix23:
At drop-off.
This is where I hope you told her she was not allowed to bring him..... I think some parents truly bank on the thought that if they are standing right in front of us that we wouldn't dream of saying no.

That little stunt would have cost her 48 hours exclusion here.
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trix23 08:04 AM 06-28-2017
I never know what to say when they do that kind of stuff. I don't like confrontation and am usually too direct and offend people. I need some scripts of what to say if they do something like that. And what to say if they try and fight me on it. Like if this were to happen:

"Johnny threw up last night."
"My illness exclusion policy states he cannot attend until it's been a full 24 hours free of vomiting. He cannot attend today. "
"But...."
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Blackcat31 08:28 AM 06-28-2017
Originally Posted by trix23:
I never know what to say when they do that kind of stuff. I don't like confrontation and am usually too direct and offend people. I need some scripts of what to say if they do something like that. And what to say if they try and fight me on it. Like if this were to happen:

"Johnny threw up last night."
"My illness exclusion policy states he cannot attend until it's been a full 24 hours free of vomiting. He cannot attend today. "
"But...."


At drop off:

DCM: "Johnny threw up last night. I think it was from coughing. He seems fine otherwise."

Me: "Oh, poor Johnny. I hope he isn't getting sick. I understand this is something unexpected but I need to remind you that my illness policy states no attendance until they have been vomit free for a FULL 24 hours regardless of why they threw up. I have to look out for the best interests of the group as a whole. I am sure you understand. Hopefully the rest of the day will be better and Johnny will be able to return tomorrow. Keep me posted! Bye Johnny! I am sorry you aren't feeling well"



Now I realize that is more than just a sentence or two but I started out explaining WHY while I denied care so that parents understood where I was coming from.

There are a few key phrases that show firmness, your concern for both the excluded child and the group of others and leads the parent to consider where I am coming from.

You get good at that once you have to do it a few times. I've done it so often that I rarely if ever have to say it and if I do, its with few words.
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trix23 08:59 AM 06-28-2017
And for what you would say to her about not coming for 48 hours? Is that in your Handbook or just something you do?
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Blackcat31 09:08 AM 06-28-2017
Originally Posted by trix23:
And for what you would say to her about not coming for 48 hours? Is that in your Handbook or just something you do?
Its in my illness policy.

Parents choose to keep their sick child home themselves and the exclusion time if 24 hours fever free/vomit free/diarrhea free.

If I have to end them home from care (they go with a note stating the first possible date they can return) and I have to be the one to make that call then the child is excluded until 48 hours fever/vomit/diarrhea free.

It pushes parents to do the right thing and not "risk" it.

If she were standing at my door, I'd say "Well exclusion is 24 hours after symptoms are gone but please be sure he IS better because when he returns if he still has any symptoms I will have to send home and then exclude for 48 hours so staying on top of this is best for everyone" [smile big]
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trix23 09:17 AM 06-28-2017
So since my illness exclusion policy is 24 hours symptom-free that means that technically she can bring him tomorrow per what my handbook says.
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Blackcat31 09:21 AM 06-28-2017
Originally Posted by trix23:
So since my illness exclusion policy is 24 hours symptom-free that means that technically she can bring him tomorrow per what my handbook says.
IF he has met the 24 hours symptom free rule.

A lot of times you'll have a parent say they are fever free but then you find out it's because they gave Advil or Tylenol. My exclusion rules state specifically the words "without the use of any OTC meds".

But yes, technically if he hasn't vomited since last night and is otherwise "normal" he should be able to return tomorrow.

I made the comment about excluding for 48 hours because none of my parents would dare try to show up the next morning...they know I'll term if they tried to pull that.
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daycare 09:32 AM 06-28-2017
I have not followed everything in the thread, but I can say this. I do agree that quality clients are usually created by partnering together with families. From there I would say it is word of mouth/.

I had some pretty crazy families in my day and can now thank them for how much they taught me. It's hard to really see someones true colors. I have had families here for years and then all of a flip a switch. I think all we can do is review and enforce our polices as needed. Keep it simple and just remind them at any time they no longer agree with your programs polices they are free to give you their notice. It really is the only way that you can do things.

after almost years of a family in my program this family just yesterday starts complaining about my breakfast rules which have been the same for 9 years. I think the dcm was jaw dropped when I said, I understand if it no longer works for you, let me know if you plan to give notice.
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Annalee 09:41 AM 06-28-2017
I also believe what a previous poster wrote, quality clients are "created". Right or wrong, professional or mean, however anyone wants to look at it........what happens is what we allow. As I have stated on the forum many times, when I hear community comments, it is always.....I am the daycare that charges when you come or not, the daycare that closes early, the daycare that has strict rules...etc.. But to the 12 that I enroll, despite all of that, I am the daycare that prepares their child for kindergarten. So the good and bad comments even out....so I might as well set up my program the way I want with the expectations I want.
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trix23 09:43 AM 06-28-2017
I've added that clause too, Black cat. And I'm adding a policy that I don't give medication while here unless it's prescription 4x/day dosage.
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daycare 09:49 AM 06-28-2017
Originally Posted by Annalee:
I also believe what a previous poster wrote, quality clients are "created". Right or wrong, professional or mean, however anyone wants to look at it........what happens is what we allow. As I have stated on the forum many times, when I hear community comments, it is always.....I am the daycare that charges when you come or not, the daycare that closes early, the daycare that has strict rules...etc.. But to the 12 that I enroll, despite all of that, I am the daycare that prepares their child for kindergarten. So the good and bad comments even out....so I might as well set up my program the way I want with the expectations I want.
same here.. We are not going to please everyone, but at the end of the day when we are helping to form that solid foundation of leaders in our community and prepare them from school I guess that is worth all of the rules that need to be in place to make it possible.
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Annalee 09:54 AM 06-28-2017
Originally Posted by daycare:
same here.. We are not going to please everyone, but at the end of the day when we are helping to form that solid foundation of leaders in our community and prepare them from school I guess that is worth all of the rules that need to be in place to make it possible.
The rules are in place to keep us SANE. But it is getting harder and harder with this generation not to go INSANE
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Ariana 09:56 AM 06-28-2017
Originally Posted by trix23:
I never know what to say when they do that kind of stuff. I don't like confrontation and am usually too direct and offend people. I need some scripts of what to say if they do something like that. And what to say if they try and fight me on it. Like if this were to happen:

"Johnny threw up last night."
"My illness exclusion policy states he cannot attend until it's been a full 24 hours free of vomiting. He cannot attend today. "
"But...."
I always start with "I'm sorry but s/he can't be here...X is a symptom that I exclude for....have you read my illness policy? I can resend a copy for you".

I have never ever had a parent fight with me at the door. Most people hate confrontation including parents. Just be sympathetic but firm "ugh I know it sucks having a sick kid but .i am really cracking down on exposure to illness here...too many kids getting sick" etc.
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daycare 09:59 AM 06-28-2017
Originally Posted by Annalee:
The rules are in place to keep us SANE. But it is getting harder and harder with this generation not to go INSANE
OMG its so nice to hear that I am nnot the only one going insane with this new generation of parenting.
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Blackcat31 10:18 AM 06-28-2017
Originally Posted by trix23:
I've added that clause too, Black cat. And I'm adding a policy that I don't give medication while here unless it's prescription 4x/day dosage.
2 decades, a dozen + kids per day and I've never had a prescription med that required 4X a day dosage.

NOT saying they don't exist...just saying it's not MY problem.

I don't do ANY meds other than life saving...insulin, asthma inhaler, epi-pen etc.
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daycare 10:33 AM 06-28-2017
Originally Posted by Blackcat31:
2 decades, a dozen + kids per day and I've never had a prescription med that required 4X a day dosage.

NOT saying they don't exist...just saying it's not MY problem.

I don't do ANY meds other than life saving...insulin, asthma inhaler, epi-pen etc.
Ditto BC... I am exaclty like you are with this and I came to that decision when my insurance premium was going to go up if I continued to administer non-life saving meds.

I edit to add that I don't allow for them to be administered on my property by anyone period, again unless life saving.
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trix23 04:57 PM 06-29-2017
This is how I asserted myself to the parent that was giving me lots of trouble with high expectations.


"Good Morning DCP! ☺
Attached youll find some new policy updates! (most of which Ive already added into the Handbook that was sent home on Thursday) and a few that Ive added tonight. Im always trying to clarify/add policies as well as make changes, as needed, to make my services better. Ill be providing sippy cups beginning next week (the kind that are the 360 degree spout) to simplify things. Each child will have an assigned color and Ill have 2 of each. *:]

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Ive been talking with my licensor about a few things this week and have some policy changes regarding allergies and sensitivities. These items have been added to the Handbook (the Addendum showcases them for easy reading). The main point being that if a child has dietary requirements beyond what I provide that parents are responsible for making sure that the child gets what they need. If any child has a tree nut allergy, I omit all tree nuts from the menu to be safe. No discount is given for parents providing food.

For food and snacks, we can proceed with 2 options:
1) Parent provides all meals, snacks, and drinks for child on a daily basis
2) Provider provides all meals, snacks, and drinks (water) on a daily basis

This now is my policy going forward for meals and snacks. Its the surest way to be sure that DCK doesnt have more dietary rashes.

At daycare, we have a schedule that benefits the group as a whole and everything we do is geared towards the needs of the group. The dynamic between the children themselves and between me is vital to the success, fun, and enjoyment of the group. Mealtimes as well as arrivals/departures can be chaotic times for children because transitions are hard on them. In an effort to minimize transitions, I have added a drop-off cutoff as well as a meal arrival time policy. A child being 15 minutes late to a meal/snack serving time can impact the schedule as much as 30 minutes and throw off the whole daily schedule, which is why the new policy exists. I need to run a tight ship if Im to stay on schedule and get meals and naps on-time and to have a good flow for the day. When Im not following the schedule is when the days are chaotic and Im constantly behind. No one enjoys days like these and it stresses the kids out too.

Id also like to note on a few things regarding how a home daycare is different from a nanny.

I understand that since you had a nanny for approximately 2 years that youre used to calling the shots and being in charge. In a nanny relationship, the parent is the employer and the nanny is the employee.

However, in a daycare relationship, the provider is the boss and the client decides if the program meets their needs and if they want to enroll and follow policies. As such, I cannot make special exceptions for any one family in regards to policies, tuition, late fees, and etc because all clients must follow the same rules. Since Im self-employed, parents do not dictate my policies or get exceptions, though I am always open to consider new ideas.

All this discussing of food offerings, special diets, etc has taken up so much of my spare time. I feel that at this point weve discussed all the main topics and Ill leave it up to you to choose to provide all food or for me to provide all food. Cant go halfsies on this- talk it over and see what youd like to do. Whichever choice you make, you need to stick with it as long as hes enrolled here in my program.

I want to get all conversation regarding food off the table, which includes mealtimes and food. I really dont want to discuss food again. If its brought up I may have to put you on a 2-week probation period, which may result in termination of care if my policies arent followed.

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The Handbook I sent home is yours to keep and reference.

I am requiring that both of you read it cover-to-cover and then if in agreement on its terms, sign and date the last page and return it to me. All policies need to be agreed to within in order to continue childcare services. Picking and choosing what policies you want to follow is not how my business operates.

Going forward, only clarifications of the Handbook will be permitted, NO MORE discussion. The amount of time spent conferencing that has already taken place has been exhausting and unnecessary. I am still learning! Remember that when you signed up that you agreed to follow my policies and that pushback can result in termination of care as well.

Warm Regards,

~Provider
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Unregistered 08:06 AM 06-30-2017
I have found mine through referrals.
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