At the Y NSW, we operate over 50 locations for Out of School Hours Care (OSHC) throughout Sydney, Central Coast, Newcastle, and Broken Hill, which provide a safe and enriching place for children to have inspired minds and active bodies.
We have answered some of our most frequently asked questions below – and if at any time you need further assistance, please contact our Child Care Team on 1300 009 679.
Where does the Y operate Before and After School Care?
The Y NSW operates Before and After School Care at over 50 locations throughout NSW, including Greater Sydney, Central Coast, Newcastle, and Broken Hill.
Is there food provided?
Can my child use a personal electronic device during a session?
Will my child be allowed to do homework?
A quiet space can be provided for children to do their homework, however educators are unable to offer individual help as they need to supervise all children.
Educators do not make homework time compulsory for any child, as the main focus of our program is recreation and leisure in a safe, fun and supervised environment.
What should I do with my child’s medication?
Where does the Y operate Vacation Care?
The Y NSW operations Vacation Care during the NSW School Holidays at over 30 locations throughout NSW. We welcome both existing Y NSW OSHC families and new families to our Vacation Care services during the school holidays.
What are the different types of activities at Vacation Care?
Can Kindergarten children attend Vacation Care excursions?
Kindergarten children can attend Vacation Care Workshops or Day Camps once enrolled in formal schooling in the Vacation Care period prior to commencing school (eg January holidays of the year they begin school). As per the National Regulations, risk assessments are conducted for each excursion, and the Centre Coordinator will determine if planned excursions are suitable for Kindergarten children to attend in the Vacation Care period prior to commencing school. Kindergarten children can attend all other planned excursions in following Vacation Care periods for the year.
For more information, please refer to the Y NSW Excursion Policy and Procedure, available at your service.
When do Vacation Care bookings open?
During week 6 of each school term, Vacation Care bookings will open for the next School Holiday period. Keep an eye on our website for further details.
How do I book Vacation Care (via website)?
Log in to your My Family Lounge account on a PC or laptop.
Customers who are new to the Y OSHC must first complete enrolment forms, as per instructions listed below. Once enrolment forms are submitted, a member of our team will give you access to book Vacation Care via your My Family Lounge account.
Existing families who are already enrolled at a Y OSHC service can book via their My Family Lounge account.
From the Enrolment Dashboard, scroll down to CASUAL BOOKINGS and click ADD CASUAL BOOKING.
For your booking, you will be able to view current places available, cost per day, and the terms and conditions for our Vacation Care program.
Please note Vacation Care bookings cannot be amended or cancelled once booked in.
How do I book Vacation Care (via mobile app)?
Existing families who are already enrolled at a Y OSHC service can book via the My Family Lounge app.
(NOTE: new families will need to follow the steps for new enrolment via our website, before being able to use the app.)
What should my child wear to Vacation Care?
For day camps and workshops, children must wear appropriate clothing for the season, a broad brimmed hat and enclosed shoes. For excursions, children must wear a Y NSW Vacation Care T-Shirt which can be collected from the service and charged to your account. School uniforms are not required.
Please note, the Y NSW is a sun safe service and children are encouraged to have shoulders covered.
What should my child bring to Vacation Care?
I’ve booked in a Vacation Care day, am I able to cancel it?
What is My Family Lounge?
At the Y NSW OSHC, families can manage enrolments for Before School, After School and Vacation Care through our online booking system, My Family Lounge.
My Family Lounge is available as a desktop website and mobile phone app (on Apple and Android).
Once enrolled, having an online account gives you access to manage your bookings online, 24/7. View all existing bookings, make new casual bookings for BASC or Vacation Care, submit a waitlist request for a permanent booking, report absences, update your details, and more at the touch of a button!
How do I create an online account with My Family Lounge?
Customers who are new to the Y OSHC:
You can register for a My Family Lounge online account with your name and email address using our unique Y NSW portal link.
Existing families who are already enrolled at a Y OSHC service:
If you are currently enrolled with us please log into you My Family Lounge account and sign in using the email address and password you provided at the time of enrolment.
How do I submit enrolment forms?
Log in to your My Family Lounge account.
Please note: Families may be required to attend individual care meetings prior to confirmation of enrolment. Additional documentation may be required based on your child’s care needs.
Can I make a regular permanent booking?
How do I make a booking request for permanent care?
Log in to your My Family Lounge account.
From the Enrolment Dashboard, scroll to BOOKING REQUEST section and click on NEW REQUEST.
You will then be temporarily placed on our waitlist. If a permanent position is available, an offer will be sent out via email with further instructions. If no permanent positions are available, you will remain on the waitlist.
Can I make a casual booking?
Yes! So long as places are available.
Casual bookings can be booked via My Family Lounge, 1 week in advance and up to 48 hours, prior to when care is required.
For casual bookings occurring within 48 hours of when care is required, families must contact the Child Care Team directly on 1300 009 679.
Please note, a casual booking surcharge applies per child, per session.
How do I add/update my child’s photo?
Log in to your My Family Lounge account.
From the Enrolment Dashboard, scroll to CHILD section and click on VIEW ENROLMENT. Click CHILD INFORMATION on the left, then and upload a clear photo of your child’s face.
Please click SUBMIT once completed.
How do I add/update my child’s immunisation information?
Obtain a copy of your child’s Medicare Immunisation History Statement via your MyGov account.
Log in to your My Family Lounge account.
From the Enrolment Dashboard, scroll to CHILD section and click on VIEW ENROLMENT. Click IMMUNISATIONS on the left, then upload your Medicare Immunisation History Statement.
Please click SUBMIT once completed.Do families need to register with myGov?
What is a CRN?
A CRN (Centrelink Customer Reference Number) is used to identify your Centrelink account for the purpose of claiming Child Care Subsidy (CCS) on your OSHC fees. It is 9 numbers and ends with a letter. For example: 123 456 789A.
Each individual person has a unique CRN. Please ensure each parent and each child has a unique number when completing your enrolment.
What if my child has an ongoing medical condition?
For ongoing medical conditions, including allergies and asthma, you must provide us a current Medical Management Plan completed by a medical practitioner.
You will need to attend an individual care meeting with the Centre Coordinator prior to enrolment and provide ongoing updates as required.
Medication must be provided to the service, clearly labeled with your child’s name and instructions on how to administer prior to commencement of care.
Please note, confirmation of enrolment cannot be made, and children cannot attend care until all required documentation has been provided. In the event of document expiry, a child may be excluded from the Centre until up-to-date plans have been provided.
Can I change my permanent days?
Yes, provided there are vacancies available. Please note standard notice periods apply to decrease days.
To request the change, Log in to your My Family Lounge account.
From the Enrolment Dashboard, scroll to CURRENT BOOKINGS section and click EDIT.
If vacancies are available, we will confirm your booking as soon as possible. If unavailable, your request will remain on the waitlist.
Can I swap days or do make up days?
How do I update my billing details?
Log in to your My Family Lounge mobile app and select PAYMENT DETAILS.
Please note, you are unable to update billing details via the My Family Lounge website, it is only available via the My Family Lounge mobile app.
How do I withdraw from care?
To withdraw from care, we require two weeks’ written (email) notice. You may use this online form to submit your written notice - Withdraw From Care Form
Please note, a child must attend on the last day of care. No Child Care Subsidy is payable for any session of care that occurs after the last day a child physically attended care at the provider.
This means that if a provider submits absences for a child after the last day a child physically attended childcare, no Child Care Subsidy is payable for those absences and you will be required to pay any outstanding charges that may occur as a result.
I’ve booked in a casual session for before / after school care, am I able to cancel it?
Yes, provided a minimum of 48 hours’ notice is given. You are able to cancel a casual booking by contacting the Child Care Team directly on 1300 009 679.
If you have paid in advance, your account will be credited and reconcile against your next direct debit.
I’ve booked in a Vacation Care day, am I able to cancel it?
What if children are sick?
What if a person shows signs of an infectious disease?
When any child or educator is found to be showing signs of an infectious disease:
What are your policies for COVID-19?
Is there a bus service provided?
If required, how will my child be transported?
Due to the location of some our services, there may be a need to transport children to and from school as well as to and from excursions.
Services may use the Y NSW vehicles and drivers, commercial drivers or public transport.
In order to ensure the safety of all children in all situations, a Transport Policy is in place to govern transport practices.
Please speak to your Service to find out the pickup and drop off points at your school.
Parental consent for transportation of children will be sought during the enrolment process. Thorough risk assessments are conducted and, where specific activities such as excursions require transportation, permission will be sought.
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