Parents Advice & support

• We provide Mentoring, Coaching, Short Breaks, Respite Support and other Care Support for children and young people.
• We also support disabled children and young people to enjoy a break from their families in a safe and stimulating environment as well as providing the opportunity for parents/carers to have a Short Break from their caring duties. 
• We meet the particular needs of children and young people.
• We provide positive experiences for children by promoting friendships and encouraging social activities, new experiences and support relationships with carers. 
• Offer culturally appropriate provision, meeting the cultural, linguistic and religious needs of children and their families
• Are available on a planned/regular basis and at times when families and young people need breaks – including evening, weekends and holiday provision, and have the capacity to respond to urgent care requirements.

Our referral process is easy!

1. Nearly all of our referrals are via Schools and Social Services.
2. If you need support, please free free to contact us by telephone or email us to discuss your child's needs and the support you would like us to provide for them.
3. We will suggest the best options available and if necessary suggest other referral options.
4. If there is a cost to any of our services, we will always discuss and confirm this with you by telephone and/or email, prior to starting the support sessions.
5. There are no hidden costs to our service.

• All staff have had an enhanced DBS check undertaken, and if their DBS is clean will they be able to work with your child.  
• DBS are required to be completed every 3 years, but we complete ongoing checks every year, by self-disclosure and list 99 checks.
• Our organisation has a policy for safer recruitment and we apply this in the engagement of new staff (including carrying out identity checks, health checks, obtaining references and checking qualifications and checking any gaps in employment records). 
• All staff are authorised to work in the UK. If applicable an overseas criminal record check (e.g. Certificate of Good Conduct) will be carried out.
• All staff supplied by us have been provided with a photo ID badge, and will be required to display it at all times when working on or off premises.  
• All families can meet the mentor or support work/care worker prior to the sessions/shifts taking place to ensure that you are happy to work with our member of staff.
• You would only get a new member of staff if your regular member of staff is away on holiday or they are ill.

Parents and Carer feedback is essential to us to help us provide the best possible support at all times. 

• If there is something that we have done or have not done which you are dissatified with, please call or email us immediately.  We are always available to help.
• If a member of staff has let you down in anyway, again please contact our office staff immediately or our out of office team on: 07958 770 779, so we can recifity the problems and resolve any issues quickly and effeciently.
• Please complete our on-line parent/Carer quality survey below to let us know how we are doing. It is always great to get good feedbcak to know we are delivering an outstanding service. 
• Please feel free to complete this at any time.  

Our friendly office staff are there do their best to resolve any isses that you may face on a daily basis.  

• Many issues can be quickly resolved over the telephone on: 0800 073 1325.
• If the issues cannot be resolved over the telephone, please contact the Director of Servces via email at valour-youth@live.co.uk.
• If you feel that a formal complaint needs to be made, please find below our Complaints Policy and Procedure.

Please let us know what we have done well. It is always good to know how to improve our serice and we would prefer to know how to do this before receiveing a caomplait.  But it is even better to know when we are doing well.  If you feel with have done well, please let us know.

Thank you.