Policies and Procedures of the nanny network (Tm)

Policies and Procedures

1. Introduction
2. Mission and Vision
3. Scope of Services
4. Recruitment and Hiring Policies
5. Nanny Qualifications and Requirements
6. Client Onboarding Process
7. Matching Process
8. Contracts and Agreements
9. Client Responsibilities
10. Health, Safety, and Emergency Policies
11. Confidentiality and Privacy
12. Fees and Payments
13. Performance Reviews and Feedback
14. Grievance and Complaint Resolution
15. Termination Policy
16. Code of Conduct
17. Amendments to Policies

1. Introduction

The Nanny Network is dedicated to providing professional and trusted childcare services to families by recruiting, vetting, and matching experienced and qualified nannies with clients. This document outlines the policies and procedures to ensure operational consistency and service quality across the agency.

2. Mission and Vision

• Mission Statement: To offer professional and compassionate childcare solutions tailored to each family's unique needs.
• Vision: To be the leading nanny agency known for excellence, support, reliability, and trust.

3. Scope of Services

The Nanny Network provides the following services:

• Full-time and part-time nanny placements
• Live-in and live-out nanny services
• Temporary, emergency, and short-term nanny support
• Mother's help placements
• Event nanny placements

4. Recruitment and Hiring Policies

• Screening Process: All candidates must undergo a rigorous background check, including identity verification, criminal background checks, and employment history verification.
• Interview Process: Potential candidates are interviewed in person or via phone/video call by The Nanny Network to assess their childcare experience, communication skills, and personality fit.
• Reference Checks: At least two professional references must be provided and verified before placement.
• Documentation: Nannies must provide proof of identity, eligibility to work, and relevant certifications (e.g., DBS, first aid).

5. Nanny Qualifications and Requirements

• Minimum Age: All nannies must be at least 18 years old.
• Experience: A minimum of 2 years of childcare experience is required, unless waived by the agency for special circumstances.
• Certification: Current DBS and First Aid certification are mandatory for all nannies.
• Language Proficiency: Nannies must have proficiency in the language spoken in the household, and additional languages are a plus.
• Education: Training in early childhood education preferred.

6. Client Onboarding Process

• Initial Consultation: New clients are required to complete an initial consultation (in person or via phone/video call) to discuss their childcare needs and preferences.
• Family Profile Creation: A detailed family profile is created based on the client's preferences, including childcare schedules, duties, and specific requirements (e.g., diet, special needs).
• Advert: A discreet and brief advert is created outlining the family’s needs and preferences, posted on The Nanny Network website, social media pages (Facebook and Instagram), indeed employers profiles and shared with mailing list of nannies.
• Agreement of Terms: Clients are provided with a service agreement outlining fees, responsibilities, and expectations.

7. Matching Process

• Initial Match: Nannies are selected based on the family’s specific needs, availability, and personality match.
• Interview with Family: Families have the opportunity to interview shortlisted nannies before making a final decision.

8. Contracts and Agreements

• Nanny Agreement: Nannies must sign a contract specifying their duties, working hours, wages, and other relevant conditions.
• Client Agreement: Clients are required to sign an agreement that outlines their responsibilities, payment terms, and the agency’s role in the relationship.
• Confidentiality Clause: All agreements contain a confidentiality clause to protect the privacy of both families and nannies.

9. Client Responsibilities

• Work Environment: Families are expected to create a safe, respectful, and conducive work environment for the nanny.
• Clear Expectations: Clients must provide clear guidelines on duties, schedules, and expectations.
• Payment: Payment for services must be made on time, in accordance with the agreed contract.
• Emergency Contact: Clients must provide all necessary emergency contact information and ensure the nanny has access to first aid and emergency resources.

10. Health, Safety, and Emergency Policies

• Emergency Protocols: Nannies must be trained in emergency procedures and have access to all necessary first aid supplies.
• Health and Safety Compliance: Nannies are expected to maintain a clean and safe environment for children, including adhering to hygiene practices such as regular handwashing and sanitation.
• Child Illness: Nannies must follow a protocol for managing child illness, including notifying parents and seeking medical care if needed.

11. Confidentiality and Privacy

• Personal Data: All information provided by clients and nannies is kept strictly confidential and is only shared with authorized individuals as necessary.
• Non-Disclosure: Nannies and agency staff are prohibited from discussing personal details of families outside of the workplace. If an official NDA is needed, this can be arranged.

12. Fees and Payments

• Placement Fees: A non-refundable placement fee is charged upon the successful placement of a nanny. This is calculated at 12% of the annual gross salary of the Nanny, payable only when the contracts (containing THE NANNY NETWORK TM LOGO) have been signed by both parties. If the Nanny leaves in the probationary period, The Nanny Network will do everything to find a suitable replacement as soon as possible.
• Hourly/Salary Rates: Nanny rates vary depending on experience, qualifications, and client requirements. Clients are responsible for ensuring the nanny is paid at or above minimum wage. Clients are responsible for sourcing a payroll company to ensure taxes and pension contributions are paid correctly. 
• Overtime: Any hours worked beyond the agreed schedule must be compensated as per legal requirements and the contract terms.

13. Performance Reviews and Feedback

• Regular Check-ins: The agency conducts regular check-ins with both families and nannies to ensure satisfaction with the placement.
• Feedback Mechanism: Families and nannies are encouraged to provide feedback at any time. Formal reviews are conducted at the end of probation period.

14. Grievance and Complaint Resolution

• Complaint Procedure: If a family or nanny has a grievance, they should first address it with the other party. If unresolved, they may escalate it to the agency for mediation.
• Mediation Services: The agency provides mediation services to resolve conflicts between nannies and families.

15. Termination Policy

• Notice Period: Both families and nannies are required to provide a notice period (stated in personalised contract) before terminating a contract, unless there is just cause for immediate termination.
• Termination by the Agency: The agency reserves the right to terminate placements if there is a violation of policies or a failure to meet standards.

16. Code of Conduct

• Professionalism: All staff and nannies must maintain professionalism, respect, and integrity at all times.
• Non-discrimination: The agency does not tolerate discrimination based on race, religion, gender, or disability.
• Zero Tolerance for Harassment: Any form of harassment or abuse by nannies, clients, or agency staff will result in immediate termination.

17. Amendments to Policies

The agency reserves the right to amend or update these policies as necessary to remain compliant with legal requirements and to ensure service quality. Clients and nannies will be notified of any changes in writing.