Families Information Service (FIS)

Harrow Families Information Service

MISSION STATEMENT

The Harrow Families Information Service aims to:

• Provide quality, accessible and impartial information and guidance on the full range of childcare services, resources and issues led by the needs of children and their families, carers employers, professionals, and local and national government and their agencies.

• Provide a quality service to our customers at all times.  To achieve this Saff will be trained in all aspects of customer care, maintaining confidentiality and impartiality; a policy of strict confidentiality will be guaranteed except where a child is perceived to be at risk or care provision fails to meet legal or quality requirements.

• Ensure that hard to reach groups and those in the community with special needs are specifically targeted to ensure full accessibility. 

 

STATEMENT OF SERVICE

Harrow's Families Information Service (FIS) is dedicated to providing information and guidance on a range of children's services to parents, carers, employers, professionals and children and young people from ages 0-19 years.

This service:

• is confidential

• is free of charge

• reflects the diverse needs of the community and is committed to equality of opportunity.

The service also has direct access to Harrow Council's services such as education, leisure, libraries, children's centres and strong links with the health service.

The FIS has a team of qualified staff with specific, in-depth knowledge and experience of its sector.

How to contact us

The service operates a dedicated telephone help line from 8.30 a.m to 4.30 p.m. each working day and outside these hours has an answerphone facility. You can also access the service through email or via the web - contact details on the right.

What you can expect from us

•  Your request for information will be dealt with fairly and sensitivitely

• All information provided is kept accurate and up-to-date on a daily basis and presented in an easy to understand format

• Changes to provider information reported to the service are made on the day of reciept and the websites updated within 24 hours

• All calls are answered within five rings or 30 seconds during the live time and the answerphone will activate within five rings out of hours

• All messages will be picked up within one working day

• All requests for information either in person, via email, answerphone or by phone will be dealt with within one working day. Where a more detailed response is required the request will be acknowledged and an appropriate timescale advised.

• Where a request for information is outside the scope of the service we will signpost callers to the appropriate department or service

• Where a more detailed response is required the request for information will be acknowledged and you will be notified how long the response will take.