Working Mum - Pay as you go?

The care that my children are given at their day nursery and the informal interactions that I have with the staff are fantastic. Unfortunately, the same can't be said for the business side of the nursery. I sometimes worry how it manages to continue operating.

A big chunk of our family income is spent on childcare and I'm shocked at how lax the management is when it comes to fees. It is left to parents to decide when we want to pay. I aim to settle up in advance every four weeks, but have never formally agreed this and haven't ever been chased if I've strayed from this pattern. The nursery is still in the dark ages when it comes to accepting payments, too. I previously paid our childminder by standing order, but there's no facility to do this at the nursery so I blow the dust off my cheque book while other parents hand over large wads of cash.

ONGOING CONFUSION

Then there is the ongoing confusion over the free early education entitlement. This has caused no end of gritted teeth and false smiles as I negotiate with the nursery manager. I even called the local Children's Information Service in my bemusement.

Fifteen hours free childcare for 38 weeks of the year is a big saving for us and I hate the haphazard way that it is allocated. I've often been told that the funding is 'not yet in place' so rather than it following school term times or being spread across the whole year it is given in random 12- or 13-week blocks, seemingly at whim.

I had to take issue with the nursery manager last year when she failed to notice that eligible children 'lost' two weeks' funding while the nursery was closed for a summer break. A friend had big problems because her daughter was still owed some of the reduction when she left the nursery and started school. She has since had another child, but says she won't be sending him to the nursery because she couldn't bear the angst over accounts.

NOT GOOD FOR PRIVACY

Moving away from money, it surprises me that email correspondence from the nursery office sent to multiple recipients is done with all the parents' email addresses exposed. This means that parents have open access to everyone's personal contact addresses - perfect when it comes to parents sending out their children's party invites, but not good for privacy.

And is it petty to mention poor spelling and grammar in letters and emails? Notifications are also left late; the service is designed for working parents, but we're only told a week in advance that the nursery will be closing two hours early before the summer break.

It may seem strange that I continue to put up with these frustrations, but the loving way that staff relate funny things that my child has said or done that day and the way they talk of my girls that makes me think they're the favoured ones (only to overhear similar caring conversations with other parents) outweigh management blunders. I received a formulaic accident form last week recounting my child scraping her leg and being given a cold compress. In the 'other comments' section the practitioner had added 'lots of cuddles'. That's what matters the most.

A WORD OF ADVICE

Why is it so important to have a good payments system in place? The National Day Nurseries Association provides guidance

Good communication with parents is one of the key requirements for the smooth running of any childcare setting. The payment system is complicated and for busy parents the number of different funding streams and different eligibility criteria can seem overwhelming.

Parents see you as an expert in every aspect of childcare and that includes free entitlement.  It is important the nursery management team is up to date on the rules and regulations so they can confidently offer guidance. This not only avoids parents’ frustration but helps toward the smooth running of the nursery’s cash flow.

Nurseries are businesses and cannot run effectively with ad hoc payments. When a nursery is set up, there should be a business plan in place with a date for when fees are due and also a date when a gentle reminder will be issued if payment is late. Having as many different payment methods as possible available to parents is also important and benefits the nursery.

If a payment structure has been in place but allowed to lapse, managers need to tighten up on bad practice but make sure this is effectively communicated to parents well in advance. The same approach is needed for any new payment rules being put in place when consideration of contracts with parents is also required.

The introduction of the tax-free childcare in 2015 will see a big change and nurseries can play a part in helping parents deal with the changes. When the details are out, take some time to fully update yourself with the rules and then discuss them with your team.
Put a plan in place to deal with the changes well in advance of the roll out. To help parents, you could put together a factsheet outlining the key points about any changes the nursery will need to make.

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