FAQs

Q: How do I contact DIAL AN ANGEL®?

Q: How much advance notice do I need to give in order to make a booking?

Q: Why doesn’t DIAL-AN-ANGEL supply a generic list of rates for all offices?

Q: Are we able to we set up National Corporate Staff incentive program, emergency care or parental support program for work/ life balance through DIAL-AN-ANGEL?

Q: Is in-home childcare eligible for the Childcare Rebate?

Q: Do you provide shared nannies?

Q: Can I change the method of payment at the completion of the booking?

Q: Is there an additional fee payable to the Agency?

Q: Can I check the Angel’s® references myself?

Q: May I book a regular service? Weekly? Fortnightly? Monthly?

Q: Can I request the same Angel again? Should I make a further booking with the Angel?

Q: What happens if I do not like the Angel? Or I am not satisfied with his/her work?

Q: If the Angel I have booked suddenly takes ill or has a personal problem that prevents his/her arrival, will I be notified?

Q: If I hold a DIAL-AN-ANGEL Gift Voucher may I use it to pay the Angel?

Q: What is “Angelic News"?

Q: Why does the Angel need to perform a home safety checklist (Risk Assessment) if they undertake a job longer than 6 hours on a regular basis?

Q: What qualifications do Childcare Angels possess?

Q: What will the Angel do, during the time the baby and/or child/ren are asleep?

Q: What insurance cover should I have in case the nanny has an accident in my home?

 

Q: How do I contact DIAL AN ANGEL?

A: You can call us on 1300 721 111 or just email us administration@dialanangel.com

Q: How much advance notice do I need to give in order to make a booking?

A: As much notice as possible however, DIAL-AN-ANGEL is noted for its prompt response to emergency or last minute requests and will endeavour to fill a booking on the same day. For weekend bookings it is advised to book at least the week in advance. We are known to fill emergency bookings within an hour but to secure the Angel most suitable to your requirements, advance notice is preferable. 

Q: Why doesn’t DIAL-AN-ANGEL supply a generic list of rates for all offices?

A: DIAL-AN-ANGEL tailors our services to meet your requirements and our rates vary accordingly. It is best to call the office located closest to where you need the service for accurate rates for the service required. There are many variables associated with quoting accurately.

Q: Are we able to we set up National Corporate Staff incentive program, emergency care or parental support program for work/ life balance through DIAL-AN-ANGEL?

A: Yes. Please contact us on 02 9125 6050 or email administration@dialanangel.com for further information regarding the management of these programs.

Q: Is in-home childcare eligible for the Childcare Rebate?

A:Registered care is childcare for work related purposes that is provided by in-home nannies or childcarers who are registered as carers with the Family Assistance Office. They can claim up to 50 hours of Child Care Benefit a week for each child in registered care if parents are working or looking for work, training, studying or exempt from this requirement. The Child Care Benefit Rate for registered care of Non-school children is $0.581 per hour each child or $29.05 per child per week for the maximum of 50 hours. The rate for a schoolchild is 85 per cent of the non-school child rate.
Our Angels are not automatically registered with the Family Assistance Office, it is a case-by-case basis. There is further information available here.

Q: Do you provide shared nannies?

A: Yes. We treat this in the same way that we treat a standard Childcare Permanent Placement. Nanny sharing between families is a variation on the usual nanny care arrangement, typically a live out or daily nanny who lives in his or her own home and travels each day to one household, or alternates between residences if the families take turns hosting the children. Sometimes a nanny lives with one family and cares for the children of two families in that home. You can read more information on nannies here.

Q: Can I change the method of payment at the completion of the booking?

A: No. This must be established at the time the booking is made with the Agency.

Q: Is there an additional fee payable to the Agency?

A: No. The rate you are quoted are fully inclusive for the visit. The only variable could be the number of hours (if extended from those originally booked) or kilometres / general expenses, which require reimbursement.

Q: Can I check the Angel’s references myself?

A: Yes. You may request the Angel to provide any additional references you require. The Agency is bound by the National Privacy Principles established by the Privacy Act of 1988 and is unable to supply these details. However, before any applicant is registered as an Angel, DIAL-AN-ANGEL undertakes comprehensive security checks including verbal confirmation of all personal and work-related references. Where state laws allow police checks and ‘working with children checks’ are undertaken.

Q: May I book a regular service? Weekly? Fortnightly? Monthly?

A: Yes. Simply inform the co-ordinator when you make the booking or contact the Agency after the initial service/s.

Q: Can I request the same Angel again? Should I make a further booking with the Angel?

A: An approach can be made by the Agency on your behalf to the requested Angel. It is better for this to happen than for the Angel to feel obliged to accept a regular booking while in your home and decide later that she/he really does not want an ongoing commitment. The Agency will make every effort to comply with your request but is unable to guarantee that the same Angel will be available to accept the next booking.

Q: What happens if I do not like the Angel? Or I am not satisfied with his/her work?

A: A phone call to the coordinator at your local office will ensure that a notation is made on your file. The Angel will not be offered your booking again. The coordinator managing your booking will advise you about the procedures we employ to deal with complaints if you are unhappy with any aspect of the Angel’s performance, appearance or attitude. You can read our full complaints procedure here.

Q: If the Angel I have booked suddenly takes ill or has a personal problem that prevents his/her arrival, will I be notified?

A: A coordinator will contact the client as soon as possible to re-schedule the booking or send a replacement Angel.

Q: If I hold a DIAL-AN-ANGEL Gift Voucher may I use it to pay the Angel?

A: Yes. Please advise the coordinator at the time of booking that you wish to pay using a gift voucher. It will be accepted and returned to the DIAL-AN-ANGEL office with a time sheet, which you will be requested to countersign. The section coordinator will arrange for reimbursement directly into the Angel’s banking account.

Q: What is “Angelic News"?

A: Angelic News is our free electronic newsletter sent to Clients and Angels and other associates of DIAL-AN-ANGEL. It contains articles, tips, news, and information which is very helpful for anyone interested in home and family care – and really, that’s just about all of us. You can subscribe here

Q: Why does the Angel need to perform a home safety checklist (Risk Assessment) if they undertake a job longer than 6 hours on a regular basis?

A: DIAL-AN-ANGEL requires an Angel to continuously assess the likelihood and consequence of any risk hazards to ensure the home is a safe workplace and that the Angel is able to perform their duties appropriately. The Home Safety Checklist provides a good summary with how to treat ongoing risks which also may impact other Angels. For a booking under 6 hours, the Angel will visually undertake a risk assessment but not have to complete the full checklist. The Angel will notify the office of any concerns prior to commencement of the booking.

Q: What qualifications do childcare Angels possess?

A: All Angels caring for children are required to hold a senior First Aid Certificate with CPR module included. Other qualifications depend upon the client's requirements. We do encourage our Angels to continue learning and undertake a certificate in childcare should they wish to have qualifications as well as experience. If the Agency is requested to provide specialised carers (Mothercraft Nurses, Registered Nurses, carers with Tresillian, Karitane or Certificate of Critical Care) for children with special needs or premature infants this must be advised at the time the booking is made.

Q: What will the Angel do, during the time the baby and/or child/ren are asleep?

A: Angels are selected carefully and are noted for their initiative. Their primary responsibility is to care for your children and undertake regular checks of sleeping infants and children. Should you have light tasks that you would like them to undertake such as tidying up or ironing please feel free to ask them to do so once the children are soothed and settled. It is a good idea to mention this at the time of the booking so that we can match the most appropriate Angel for your needs.

Q: What insurance cover should I have in case the nanny has an accident in my home?

A: All Angels employed by DIAL-AN-ANGEL are covered for Domestic Workers Compensation Insurance. If you decide to employ the child carer directly on a permanent / long-term basis then you will be responsible for Domestic Workers Compensation, superannuation and withholding PAYG tax as per relevant state legislation. DIAL-AN-ANGEL recommends that Home & Contents Insurance is checked to ensure that the household is covered for any breakages.