TE_CYS-01_IMWR-CY_CYSServicesOperationsManual2015_v10.8__20150701.pdf

operationsmanual

2015 version

TABLE OF CONTENTS

INTRODUCTION ........................................................................................... iii

Chapter 1: MISSION COMMAND

CYS Services Core Programs…

Standards of Conduct and Accountability SOP

Caregivers' Creed

Customer Service

Admission and Release of Children/Youth……………………………………. 13

Notification to Parents …………………………………………………………… 15

Installation Required Annual Inspections .......... …………….. …… ………….16

Monthly/Bi-weekly Walkthrough of all CYSS Facilities……………………… 16

Chapter 2: RISK MANAGEMENT

Fire/Facility/Safety………………………………………………..……………. 20

Facility Construction/Renovations/Alterations………….…………………….. 20

Fire

Facility

Safety

Health

Food and Nutrition

Access Control……………………………………………………………

Background Check Process ...............…………………………..……………. 94

Program Review Board (PRB)………………………………………………. 103

Child Abuse Prevention, Guidance, Discipline and Accountability

Video Surveillance System (VSS)

Field Trips and High Risk Activities

Accreditation and Reporting Procedures

Chapter 3: PROGRAM MANAGEMENT

Operations

Patron Eligibility and Priority………………………………………………..…. 138

CYS Services Registration Procedures

Waiting List

Parent and Outreach Services

Parent Handbook

School Support Services

Chapter 4: RESOURCE and PERSONNEL MANAGEMENT

Financial

Fee Policy

EFMP Respite Care Funding/Child Care Cost………………………………. 162

Community Based Programs Fee Assistance…………...………………… 163

Personnel

Personnel Policies

Program Oversight …………………………………..……………….… 171

Youth Tech Lab & VSS Management Functions & Responsibilities…… 173

Ratios ……………………………………………………………………………. 175

Bus Transportation……………………………………………………………... 178

Employee Handbook

Labor Relations ………………………………………………………………

Collective Bargaining

CYS Services-Branded Apparel

Training

Chapter 5: CURRICULUM AND PROGRAMMING

Child Development

Family Child Care

School Age Care

Middle School / Teens

Child and Youth Sports and Fitness

GLOSSARY: ….…….…………………………………………………………………..…………… 230

REFERENCES:………..………………………………………………………….…………… 236

ANNEXES

Annex A: Standards of Conduct and Accountability Standing Operating Procedures Annex B: CYS Services Monthly/Bi-Weekly Facility Walkthrough Tool and Instructions Annex C: G9 CYS Services Installation Report Suspense List v15 Annex D: Fire Evacuation Plan Template Annex E: More About the Topic: “Conducting Fire Drills in Child Development Centers” Annex F: More About the Topic: “Choking Hazards” Annex G: School Support Self-Inspection Checklist Annex H: FCC RIMP Request Form Annex I: Army Fee Assistance Family Handbook Annex J: Program Review Board (PRB) TAB A Annex K: Decision Matrix, Training Guide and Handouts

It is mandatory to follow the guidance contained in this manual to ensure the success of installation CYS Services programs and to be in compliance with Army regulations and Department of Defense Instructions.

All previous versions (2013 and 2014) of the Operations Manual are rescinded. Updated info is in RED.

2015 version

INTRODUCTION

iii

MISSION Statement: “Army Child, Youth and School (CYS) Services programs support military readiness by reducing the conflict between Soldiers’ parental responsibilities and mission requirements.”

Simply stated, CYS Services programs provide quality child care, youth out of school options, and school support services so that Soldiers and Department of Defense (DoD) civilians can focus on their job, knowing their children are well cared for by professional staff in state of the art facilities. Taking care of our Soldiers and their Families with consistent, effective and safe programs builds and enhances not only military readiness and retention, but also Family resilience.

The foundation of CYS Services rests on four cornerstones: Quality, Availability, Affordability and Accountability. All four cornerstones are equally important, and all four must be in balance for CYS Services programs to run effectively and efficiently.

Quality: All CYS Services programs operating on federal property are DoD certified. Community-based programs are licensed by the state. This means they are frequently inspected to ensure the safety, health and well-being of children and youth in our programs. In addition, Child Development Center and School Age Care programs are required to be accredited by a nationally recognized accrediting body to validate that quality standards are maintained.

Availability: We strive to ensure that sufficient numbers of spaces and support services are available to meet the needs of the installation, while keeping in mind the programs we offer are a service and not an entitlement. This means that while we make every effort to provide the right number of spaces in the right settings and in the right age groups, we may be unable (and it is not a requirement), to meet the total demand.

Affordability: CYS Services operates on a “shared cost responsibility” philosophy that ensures fees are affordable for both the Family and the Army. This means fees are based on a Family’s ability to pay, and not by the age of the child, typical in civilian programs. By public law, there is a minimum of a 50/50 match between parent fees and Army provided funding.

Accountability: Our managers are well trained and competent in safeguarding the Army’s resources by providing efficient management oversight, good fiscal stewardship to reduce waste and protect assets.

CYS Services programs are not meant to produce a profit, but are expected to break even.

All four of these cornerstones must work in harmony – a program can have sufficient “availability,” but if low quality, no one will use the spaces; a program may be meeting 100% of the demand, but perhaps at a cost the Army cannot sustain.

This Operations Manual (OM) serves as a tool for CYS Services staff members to achieve the intent of the four cornerstones and to provide consistent and predictable delivery of child and youth programs in Army operated installation programs. The manual outlines a systemic approach to implementing an effective CYS Services program by prescribing “how to” information on routine operations and procedures. Although each installation experiences unique factors that impact the way of doing business, this document provides a framework to ensure CYS Services programs are standardized.

The manual includes five sections: Mission Command, Risk Management, Program Management, Resource & Personnel Management, and Curriculum and Programming. A comprehensive resource list and glossary with more in-depth information on specific, more complex topics such as standardized position descriptions can be found in the Annexes and weblinks for documents in AKO.

The manual is a living document and will be updated at least annually as the Army works to revise and publish updated regulatory guidance. It is mandatory to follow the guidance contained in this manual to ensure the success of installation CYS Services programs, compliance with Army regulations and Department of Defense Instructions, and, most importantly, to provide consistent, effective, and safe programs that build and enhance Soldier and Family readiness, retention and resilience.

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Chapter 1

MISSION COMMAND

Chapter 1 1

CHILD, YOUTH and SCHOOL SERVICES CORE PROGRAMS

1-0. CYS Services Child Development, School Age Care and Youth Centers:

a. Child Development Centers (CDCs): (Ages 6 weeks-5 years) Offers on-post full-day, part-day, hourly child care, extended duty day care, 24/7 care and Army Strong Beginnings Pre-K program to prepare children to be successful upon entering a traditional school setting. These facilities may also include stand alone CDC annexes and satellite sites. Care is provided by trained staff and operations are subject to Department of Defense (DoD) Certification. Current guidance has kindergarten children attending the program that is the best fit for the Garrison.

b. School Age Care (SAC) Centers (formerly known as CDC 6-10): (Grades 1-5) Offers before and after school programs, 24/7 care, weekend activities during the school year, full day care during school out days, summer camps/care and camps during school vacations. Care is provided by trained staff and operations are subject to DoD Certification. If kindergarten is in SAC a ratio of 1:12 must be maintained.

c. Youth Centers (YCs): (Grades 6-12) Offers Middle School and Teen (MST) Programs (MST and Youth Programs are one and the same in this OM) before and after school, weekends, evenings and school-out periods to include: life skills;

citizenship and leadership opportunities; arts; recreation and leisure activities;

academic support; mentoring and intervention services in facilities designed for this purpose. These facilities may also include stand-alone Teen Centers.

Supervision and programming is provided by trained staff and operations are subject to DoD Certification.

1-1. CYS Services Home Based Program:

a. Family Child Care (FCC) homes: (Ages 4 weeks-12 years) Offers full-day, part-day, and hourly child care to include extended duty day, weekend care, 24-hour care as needed in a home environment. Care for up to six children (depending on mix of ages) is provided by trained, certified and monitored Child Care providers in their own homes (private, leased, government quarters and homes off post).

b. Child Development (CD) Homes: (6 wks – 12 years) CD Homes can provide full day, hourly, shift work and weekend care. CD Homes can also be a source of emergency child care. Care can be offered 23 hours per day by CYS Services employees and generally established in an unoccupied set of quarters or in RCI housing (where negotiated). CD Homes serve up to 12 children at any given time (up to 36 children during three (3) shifts).

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1-2. CYS Services Parent & Outreach Programs

a. Parent and Outreach Services (P&OS) extend system wide support and direct care and supervision options for families residing both on post and within the local communities. Parent and Outreach Services is referred to as the “Gateway to CYS Services”.

b. System wide support:

1) CYS Liaison Services:

a) Parent Central Services (PCS) is a one stop shop for registration, enrollment, records transfer, parent education classes, and babysitter and referral services for Families.

b) Provides program information and coordinates special events,

c) Sends eNews publications and messages, and contributes to web sites of interest to parents.

d) The Installation Child and Youth Operations Plan (ICOP) is your five-year business plan for CYS Services.

i) The ICOP is a cyclical process that creates and updates the installation's blueprint for providing child care options, supervised out-of-school activities for children and youth ages 4 weeks to 18 years, Sports and Fitness, School Support Services and Parent and Outreach Services.

ii) The intent is to strive to meet projected customer demand during the five year timeframe.

e) The Mobilization and Contingency (MAC) Plan identifies how CYS Services needs will be met during...

i) Mobilization and deployment

ii) Natural disasters

iii) Emergency situations

iv) Other contingencies and

v) addresses projected care demands and youth supervision needs;

outlines potential care and supervision options and support services;

identifies facilities, personnel, and transportation issues; and addresses linkages with schools.

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vi) The MAC Plan is a commander's assurance there is a plan in place to ensure adequate child care and youth supervision options will be available to support mission readiness during mobilization and contingency situations. For more information go to AKO at:

https://www.us.army.mil/suite/files/33381368.

f) Mobile CYS Programs:

i) Kids on Site (KOS): provides short-term alternative childcare to parents attending on-post meetings or function in the same or adjacent building. KOS sites must meet health and safety inspection for approval.

CYS Services staff provide developmental and age appropriate activities using the same ratio requirements followed in other CYS programs.

ii) KOS partners with Soldier and Family Assistance Center (SFAC) to provide short-term hourly child care services for Wounded and Injured Soldiers and their Families at the SFAC. Operational guidance for SFAC Childcare can be found on CYS Services Professional Website at https://www.us.army.mil/suite/files/43799336.

iii) KOS partners with Family Readiness Groups (FRG) to provide care for official FRG meetings, for units that are in the deployed status.

Deployed unit FRGs may receive up to three hours of free group child care per month for official meetings. Operational guidance for FRG Childcare is found on the CYS Services Professional Website at https://www.us.army.mil/suite/files/43799342.

iv) Kids At Home: Offers non-traditional outreach services to support Families with children/youth whose primary care/educational setting is in their own home. Includes imAlone classes for enrolled children (11-15 years) whose parents have determined that they can be home alone during out of school hours and Home School Services, e.g., use of CYS Services tech labs, multipurpose rooms, homework centers, instructional programs for educational purposes during school hours (when facilities are not in use) by children/youth who are home schooled.

v) CYSitters: Offers formal training for teens and adults who provide short term childcare. Training covers skills needed to safely and appropriately care for children and includes First Aid and CPR, program activities, and the “business” of babysitting. Trained CYSitters receive a certificate of completion and wallet card and may be placed on the CYS Services’ babysitter referral list available at PCS. Parents must sign for the referral list per AR 608-10, 7-30.e, so number of referrals can be tracked. Youth age 12 can attend the babysitter training but will not be included on the CYS Services babysitter referral list until age 13.

https://www.us.army.mil/suite/files/33381368 https://www.us.army.mil/suite/files/43799336 https://www.us.army.mil/suite/files/43799342

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vi) Schools of Knowledge, Inspiration, Exploration and Skills (SKIESUnlimited): is the framework for the Army’s CYS Services Instructional Program and has been designed as a four-school delivery system. The four schools are:

(a) School of Academic Skills, Mentoring and Intervention;

(b) School of Arts, Recreation and Leisure;

(c) School of Life Skills, Citizenship and Leadership; and

(d) School of Sports, Fitness and Health.

vii) The required number of SKIESUnlimited classes can be offered over the course of weeks or months or in as little as one session. A minimum of one class in all four SKIESUnlimited schools throughout the year (48 weeks) is required to retain the program.

2) Parent Liaison Services:

a) includes CYS Services Parent Advisory Board, non-traditional outreach services, Parents On Site volunteer program, and Parent Involvement opportunities.

b) Parent education classes are offered throughout the year on various child and Family topics to include health, child/youth development, behavioral management techniques and strategies for effective parenting.

All classes are taught by subject matter experts in the programs or child related fields.

c) Parents on Site: Offers support services for the operation and management of parent co-ops that exchange babysitting services, infant/toddler playgroups, short term care in unit settings by Family members in one unit or organization for similar services at a future agreed upon time with Family members in another unit or organization. Care is provided by parents with CYS Services staff assistance.

d) Multi-disciplinary Inclusion Action Team (MIAT) (formerly known as Special Needs Accommodation Process):

i) The MIAT is a subcommittee of the Installation Exceptional Family Member Program (EFMP) committee.

ii) The MIAT is responsible for exploring Installation child care and youth supervision options for children and youth with medical diagnoses that

Chapter 1 5 reflect life threatening conditions, functional limitations and diagnosed behavioral/psychological conditions.

iii) The MIAT recommends child care and youth supervision placement and determines reasonable accommodations and availability of services to support a child/youth’s special needs. When reasonable accommodations cannot be met, Installation CYS Services and EFMP will notify HQ, IMCOM-G9.

iv) The MIAT represents a Installation-wide partnership that is working toward the inclusion of all children/youth accessing CYS Services.

Inclusion is an attitude and a philosophy that welcomes and supports all children, with the goal of facilitating and maximizing participation in CYS Services child care, youth supervision and educational programs.

v) For more information on MIAT please see Operational Guidance for Multi-disciplinary Inclusion Action Team on AKO at https://www.us.army.mil/suite/files/42675463.

e) EFMP Respite Care Program in CYS Services Programs:

i) EFMP respite care provides a temporary rest period for Family members responsible for regular care of children with disabilities. It is time limited based on the exceptional Family member (EFM) medical condition and availability of funding.

ii) Army CDCs, SAC centers, certified FCC providers, and YCs may be used when children/youth are eligible for CYS Services Programs. All CYS Services regulatory requirements and procedures apply. EFMP Respite Care Families wishing to use CYS Services must attend an MIAT meeting to determine placement, reasonable accommodations and availability of services to support their child.

iii) EFMP Respite Care funding may not be used to reduce/eliminate full day child care fees in Army operated CYS Services programs to include FCC providers.

iv) Any or all rates/costs for the CYS Services programs, including hourly care are the responsibility of the sponsor.

3) School Support Services Programs

a) School Liaison Officers with educational backgrounds and experience are located on each Army Installation.

b) School Liaison Officers provide support to Garrison Commanders and Army Families through partnerships with local school districts.

https://www.us.army.mil/suite/files/42675463

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c) School Liaison Officers:

i) advise Garrison Command staff on matters relating to schools;

ii) assist Army Families with school issues;

iii) communicate information and support services to Army Families and schools;

iv) support Army Families during school transitions;

v) collaborate with school districts to build positive relationships and address issues that impact Army students;

vi) facilitate training for parents, schools, and Installations;

vii) foster reciprocal transition practices among school districts and

viii) increase school transition predictability for Army Families.

d. Home School Support: Provided to CYS Services registered Families who choose to home school their children. School Liaison Officers gather and share policies and resources to help these families overcome unique challenges and barriers.

e. School Youth Sponsorship Programs: Ease school transitions for children and youth who change schools frequently. The school youth sponsorship programs are either grass root efforts that have a variety of names or part of the Army contracted Student to Student/Jr. Student to Student programs described below.

f. Parent to Parent Cadres™: (K- 12 grades) Offers teams of trained parent coaches at 13 high impact Installations to help parents understand the academic, social and emotional implications of school moves and become effective advocates for their children. The program is managed by the Military Child Education Coalition through a centrally funded Army enterprise contract.

g. Army funded professional development opportunities: For Families, school districts and community members to build student resilience, awareness of education issues unique to military-connected students, and skill in responding to military-connected student and Family needs. Key programs prepare educators to address the school transition concerns of mobile students and teach educators, community professionals and Family members how to support military children during times of uncertainty, trauma and grief.

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h. Research-based afterschool academic and mentoring programs:

Offered at selected schools. These programs are designed to increase the number of Army youth who successfully achieve proficiency on required state assessments and to increase students’ academic grades. Also included are credit recovery programs at selected schools that allow students to earn academic credits toward graduation.

i. Tutor.Com: (K-1st Yr College) free, online tutoring services to all Army affiliated youth. Tutoring services are accessible 24/7 through the CYS Services’ Public Site on Army OneSource at http://www.myarmyonesource.com/default.aspx.

1-3. CYS Services Community Based Child Care & Youth Programs

a. Army Affiliated CYS Services Programs: (Ages 4 weeks-18 years)

1) Buys down the cost of child care and youth programs for Army Families living off-post in Installation catchment areas when no space is available on post or it is not feasible for children to access on post care after school.

Includes:

a) Army Child Care in Your Neighborhood (ACCYN) for children 4 weeks - 5 years,

b) Army School Age Programs in Your Neighborhood (ASPYN) for children ages 6-12 years, and

c) Army Youth Programs in Your Neighborhood (AYPYN) for youth ages 13-18 years.

2) Programs are centrally funded and managed through an Army enterprise contract that locates providers, provides technical assistance and administers the fee assistance program for parents using these services.

3) ACCYN programs are also supported by Installation Community Based Program Managers who provide technical assistance.

4) Participating programs are available at selected Installations.

5) These programs supplement and do not replace Army operated on post Child and Youth Programs.

6) Community Based Programs are configured to meet the needs of the installation.

http://www.myarmyonesource.com/default.aspx

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b. Army Sponsored CYS Services Child Care Programs: (Ages 4 weeks-12 years)

1) Offers child care at reduced rates for geographically dispersed Families where they reside. Includes:

a) Military Child Care in Your Neighborhood (MCCYN) for Active Component Families and Operation Military Child Care (OMCC) for Reserve Component Families throughout the Army Force Generation (ARFORGEN) cycle.

b) Also serves geographically dispersed Families of recruiters, Reserve Officers Training Corps (ROTC), Military Entrance Processing Command (MEPCOM), and Corps of Engineers that live beyond reasonable commuting distance of military bases.

2) Programs are centrally funded and managed through an Army enterprise contract that locates providers and administers the fee assistance program for parents using these services.

3) Participating programs are available in 50 states, Puerto Rico and Guam.

These programs supplement and do not replace Army operated on post Child and Youth Programs.

c. Army Sponsored CYS Services Youth Programs: (Ages 6-18 years) Offers youth outreach services for geographically dispersed Families.

1) Connects youth with resources and support systems where they reside.

Includes:

a) Operation: Military Kids (a collaborative effort with America's communities to support children and youth impacted by the deployment cycle) and

b) Mission: Youth Outreach (access to community Boys & Girls Clubs) for Active Component Families and Reserve Component Families throughout the ARFORGEN cycle.

2) Serves geographically dispersed Families of recruiters, ROTC, MEPCOM, and Corps of Engineers that live beyond reasonable commuting distance of military bases.

3) Programs are centrally funded and managed as an Army enterprise initiative. Programs are available in 50 states. These programs supplement and do not replace Army operated on post Child and Youth Programs.

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1-4. Kids on Site-Strong Bonds and Special Event Openings: KOS supports Army Families through Deployment Support by providing assistance for the Army Chaplain's Strong Bond Program. A KOS Guidebook for Off-Post Special Events Child Care was developed in 2012 to provide Operational Procedures and guidelines for supporting special events child care in off post locations. In addition to the guidebook, there is a CD which contains the KOS Registration Packet and all standardized forms and tools required for complete program implementation. NOTE: Installation CYS Services can provide child care support to Strong Bonds events if additional staff is available and can provide the staff without comprising the safety and well being of children in CYS Services programs. Link for KOS Guidebook and Resource materials is: https://www.us.army.mil/suite/files/37448298.

1-5. Child and Youth Sports and Fitness Program (CYSFP)

a. The CYSFP is designed to promote health & fitness and battle child obesity.

b. The CYSFP is defined as programs and services that address the physical, cognitive, social and emotional needs of Army children and youth ranging from 18 months to 18 years of age.

c. The CYSFP Delivery System consists of a comprehensive framework comprised of four Service Areas: Team Sports, Individual Sports, Fitness & Health, and Outreach.

d. Through formal partnership agreements with several nationally recognized youth-serving organizations, such as the National Alliance for Youth Sports (NAYS), the United States Department of Agriculture’s 4-H program, and Boys & Girls Clubs of America, children and youth have access both on and off post to curricula and initiatives selected for implementation in the CYSFP, to include special events, camps, classes and clinics.

1-6. CYS Services Partnerships with National Youth Serving Organizations

a. 4-H Clubs: (Ages 5-18 years) offers 4H club experiences to an organized group of at least five youth from three different families who meet regularly with adult volunteers or staff for a long-term, progressive series of educational experiences.

Offers experiences in a variety of 4-H projects i.e. nutrition, fitness, gardening, science, technology, fine arts and community service on and off post. Youth can participate in local, county, state and national 4-H opportunities after being enrolled in a 4-H club. Training and materials are available through an enterprise relationship with the US Department of Agriculture National 4-H Headquarters/Council and local county extension services. The training and materials are available from National 4-H Council or National 4-H Center.

http://www.4-h.org/ https://www.us.army.mil/suite/files/37448298 http://www.4-h.org/

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b. Boys & Girls Clubs (BGCA): (Ages 6-18 years) Offers BGCA programs and experiences as part of core programming in Army School Age and Youth Programs through an enterprise relationship with the National Headquarters of Boys & Girls Clubs of America. Youth participate in programs promoting success in school, healthy living, skill development, creative arts, sports and fitness, and exploring vocational choices.

c. National Alliance for Youth Sports (NAYS): Through a formal partnership with NAYS, CYS Services Sports & Fitness Directors are Certified Youth Sports Administrators (CYSA’s) and volunteer coaches are trained and certified. The Start Smart Sports Development program offers children ages 3 and up opportunities to develop their motor skills through a fun approach.

1-7. CYS Services Enterprise Initiatives

a. Military Family Life Consultants: Provides on-site counselors in child and youth programs to offer non-medical, short term, situational, problem-solving counseling services to staff, parents, and children within CYS Services facilities, Installation schools, and summer camps. Funded and operated by Office of the Secretary of Defense (OSD).

b. Kids Included Together (KIT) is a DoD Initiative for all Services. All programs have access to Kids Included Together (KIT). This contracted program allows for training and inclusion support for all children. Services include monthly webinars, Inclusion Support Call in center, online training and scheduled Site Visits.

STANDARDS OF CONDUCT AND ACCOUNTABILITY STANDING OPERATING

PROCEDURES (SOP)

1-8. The Standards include staff roles and responsibilities, procedures for guidance and discipline, touch policy and the accountability of children.

a. The contents of the Standards of Conduct and Accountability SOP will be incorporated in the New Employee Orientation training and annual Family Advocacy Program (FAP) Child Abuse Awareness, Identification and Reporting Training; and will be recorded on the employee’s/provider’s Individual Developmental Plan (IDP).

b. All CYS Services employees, to include managers, trainers, cooks, custodial, clerical and CYPAs, in addition to FCC/HOP providers, contract employees and volunteers, will sign and comply to the CYS Services Statement of Understanding and Acknowledgement (SOU/A) of Touch/Discipline/Child and Youth Accountability Policy. This SOU/A will be signed during the New Employee Orientation and annually thereafter during the performance appraisal. The signed SOU/A will be kept in the employee’s, FCC/HOP provider’s, and volunteer’s on-site personnel file.

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Contract employee’s copy will be sent to the non-appropriated fund (NAF) Contracting Officer (KO) to be placed in the contract folder.

c. Revised Standards of Conduct and Accountability SOP is found at Annex A in the Risk Management folder on the CYS Services Professional website at https://www.us.army.mil/suite/files/44220368.

CAREGIVERS’ CREED

1-9. All CDC/SAC/MST Child and Youth Program Assistants (CYPAs), FCC/HOP providers, contractors, and volunteers are key members of the Army Team who perform a vital role in support of the Army mission. Directors will provide all CYPAs, FCC/HOP providers and contractors the Caregivers’ Creed for their understanding and signature upon completion of initial orientation training and during the annual performance appraisal thereafter. Caregivers’ Creed has also been added to the Standards of Conduct and Accountability Statement of Understanding and Acknowledgement for CYS Services employees, Family Child Care (FCC) /Homes Off Post (HOP) providers, contract employees and volunteers. Directors will post a copy of the Caregivers’ Creed in every classroom, and prominently display it in lobbies, break rooms and common areas.

1-10. I am an Army Caregiver, a professional trained in my duties. I serve Department of Defense Families who protect the nation by protecting their children/youth. I will always provide a safe, nurturing, enriching environment and ensure accountability for children/youth in my care. Never will I put children/youth in harm’s way or allow others to do so. I will build trust with parents so they can concentrate on their mission. I will always treat Families with the dignity and respect they deserve. Army Caregivers are key members of the Army Team. I am an Army Caregiver.

CUSTOMER SERVICE

1-11. The Installation Management Command (IMCOM) is committed to providing quality, through service excellence, to our Soldiers and Families commensurate with the quality of their service to our Nation. We understand that we create value for our customers through predictable, consistent, efficient and customer-focused service;

therefore, all personnel employed with CYS Services will become familiar with and enforce the customer service techniques and procedures outlined in this Operations Manual.

1-12. Every employee is expected to treat customers with respect. Employees will promptly greet customers in a friendly, professional and courteous manner.

1-13. Facility Directors will ensure parents and visitors to CYS Services Programs experience aesthetically-pleasing facilities; receive timely, accurate and helpful information and always have an opportunity to provide feedback. CYS Services staff will promote the use of the Interactive Customer Evaluation (ICE) system.

https://www.us.army.mil/suite/files/44220368

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1-14. Overarching C-U-S-T-O-M-E-R Service Standards.

Cheerful greetings for every customer.

Use positive communication, in person, on the phone and in email.

Show a positive image and attitude.

Teamwork – Support the Team.

Own your job – Take responsibility for the role you play in service delivery.

Make every effort to resolve customer requests with respect and professional courtesy.

Extra mile – Go the extra mile to exceed customer expectations.

Remember to thank every customer.

1-15. CYS Services Facility Directors will ensure staff members always provide accurate and prompt assistance to the customer. If, while attending to a customer in person the telephone rings and there is no one else available to answer the telephone:

a. Tell the customer you are assisting, “Excuse me while I answer the telephone.”

b. Answer the telephone, ask the customer on the telephone to “please hold,” and then finish assisting the customer (in person) before assisting the customer on the telephone.

c. If your assistance to the customer you are with takes longer than one minute, again, excuse yourself from the customer that you are assisting (in person) and ask the customer on the telephone for a phone number and let them know you will call them back as soon as possible.

d. If the situation is reversed, ask the customer on the telephone to please excuse you for a second, either cover the telephone or place the customer on hold while you inform the customer, who is there in person, that you will assist them as soon as you finish the telephone conversation and then resume assisting the customer on the telephone.

1-16. Telephone Courtesy.

a. Employees will always answer promptly (by the third ring) and answer by saying, “Thank you for calling the Name of Facility. This is State your Name speaking, how may I help you?”

b. Speak at a moderate rate and tone, always speak clearly and distinctly.

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c. Listen carefully and try to assist the caller. If you are unable to assist the caller, transfer the call to someone who is able to assist or put the caller on hold and promptly find someone who can assist. If no one is readily available, ask the customer/parent for his/her contact information and have someone contact him/her as soon as possible.

1-17. Techniques for dealing with a dissatisfied customer.

a. Listen to the customer/parent and allow him/her time to say everything he/she has to say before you interject. Do not argue with customer.

b. Acknowledge his/her viewpoint or inconvenience.

c. Get right to a solution; do not dwell on the problem.

d. Refer to SOPs, regulations and policies in a positive manner.

e. Look for ways to turn things into a win/win solution; prevent win/lose situations.

f. If you are unsure of a solution or a customer/parent is not satisfied, refer him/her to your supervisor.

g. Use the B.E.S.T. (Be Calm, Empathize, Solve and Thank) strategy to successfully resolve challenging customer situations.

1-18. Management techniques for improving customer service. CYS Services Coordinator and CYS Services Facility Directors will take an active role to improve customer service by observing, coaching and modeling appropriate and effective customer service techniques.

a. Observe, listen and provide written/oral feedback on customer service skills.

b. Provide customer service ‘scripts’ for new employees to use during first 30 days of employment.

c. Review and update program website information quarterly or as needed

d. Utilize components of the IMCOM Academy Customer Service Modules into the CYS Services Personnel/Management IDP.

ADMISSION AND RELEASE OF CHILDREN/YOUTH

1-19. CYS Services Facility Directors will prepare written instructions for the admission and release of child/youth to CYS Services programs. Under no circumstance will a child/youth be released to any person who is not authorized to pick up the child/youth.

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Release designee must be 13 years old or older (verification of age is required). A written verification is acceptable. If parent cannot provide written verification due to an emergency situation, in the field, etc., the front desk staff could ask the sibling for verification by asking what the sponsor’s last four of their social security number or ask a security question. This guidance should be developed by your facility and notify parents of this. The front desk staff and the CYPAs present in the classroom have the responsibility to ensure the proper release of child/youth. If a CYPA does not recognize an individual picking up a child from the classroom, they must verify by checking with the front desk the identity of the individual and ensure the individual has authority to pick up the child. Staff may never leave the child alone with an unidentified individual.

1-20. Upon entering a:

a. Child Development Center, parents/designee will swipe into Child and Youth management System (CYMS) their child(ren) using their Child Pass card at the front desk before proceeding to their child(ren)’s classroom. Under no circumstance will the parent/designee move beyond the front desk without first swiping in. Upon entering the classroom, the parent/ designee will sign the child(ren) in, annotating his/her name, date, time and signature.

b. School Age Care (SAC) Center, parents/designee will swipe their child into CYMS using their SA Pass card at the front desk (or the child(ren) may key in their PIN themselves while monitored by the parent) before proceeding to their child(ren)’s activity room. Under no circumstance will the parent/designee move beyond the front desk without first swiping in. The child(ren) may sign themselves in the activity room (as age appropriate), using the established method of the program (in some cases, annotating his/her name, date, time and signature, in others annotating on the Locator/Accountability Board that the child(ren) is “In”).

The CYPA present will ensure that all children are properly signed into the classroom before the parent/designee departs the room/area.

c. Youth Center, Middle School/Teens (MST) youth participate in an open recreation program, which means they are allowed to enter and depart the facility without a parent/designee. MSTs will swipe in or enter their PIN and sign in before they may participate in the CYS Services program. YCs must accommodate the needs of parents of 11 and 12 year-old middle school youth who require Reserved Care after school or on school-out days, by providing services starting at 1300 hours. (Army Fee Guidance applies before 1300 hours).

1-21. For pick up of child(ren) in:

a. CDC Programs, upon entering the classroom/activity area, the parent/designated representative will sign the child(ren) out before they are allowed to depart with the child(ren). The parent/designated representative will swipe the child(ren) out using their Child Pass card at the front desk after they have picked up their child(ren) and signed out of the classroom/activity area.

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b. SAC programs, children must be swiped out of CYMS and “signed” out according to the program practice (i.e., removing the child’s name from the Choice Board or another method that designates the child(ren) has departed for the day or gone to sports, etc).

c. The MST will swipe/sign out to indicate they are departing the building.

NOTIFICATIONS TO PARENTS

1-22. The CYS Services Coordinator will ensure parents receive pertinent and timely information relating to any eventuality or condition related to the care of their children or youth. CYS Services Program and Facility Directors will utilize any means available (e.g., phone, sms text message, flyers) based on the circumstances, to communicate with parents in a timely and accurate manner.

1-23. CYS Services management personnel will supply parents with appropriate information related to the following circumstances:

a. Notification of medical emergency. CYS Services management personnel will notify parents immediately of any emergency that requires, or appears to require, medical attention.

b. Notification of communicable diseases. CYS Services management will attempt to notify all parents of susceptible children as soon as possible whenever a communicable disease (e.g., chicken pox, conjunctivitis, etc) has been introduced into the facility.

c. Notification of acute illness. CYS Services management will notify parents to come and pick up their child who becomes ill while at the facility.

d. Notification of unusual occurrence. CYS Services management will notify parents on a daily basis of any occurrence such as minor injury, biting, extreme behavior changes, and major developmental milestones the child may be accomplishing soon. NOTE: If a child accomplishes a major milestone for the first time while in care (such as a child taking their first step) it is best to tell the parent to “be on the lookout” rather than spoil the event for the parents.

e. Notification of field trips. CYS Services employees will inform parents and obtain parental permission for participation before any planned field trips (on or off the installation) or occasions when the children will be taken off the CYS Services premises. This will be done regardless of the general permission for excursions granted prior to a child’s admission to care.

f. Availability of information about care. Directors will make available to parents information requested concerning the care of their child within the facility.

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g. Notification of change in personnel. CYS Services management will notify parents of major changes in caregiving employees, management personnel, and programming staff particularly those involving the child’s primary caregiver.

(Directors should strive to give parents a two–week notice pending departure of their children’s caregiver/provider).

h. Notification of procedural changes. CYS Services management will notify parents of upcoming major procedural changes (e.g., fees, operating hours) at least 30 days prior to implementing change.

INSTALLATION REQUIRED ANNUAL INSPECTIONS

1-24. Installation CYS Services programs are inspected periodically throughout each year; all inspections are unannounced. Inspections include at least one Comprehensive Health and Sanitation Inspection, one Comprehensive Fire, Facility and Safety Inspection, one Installation Multi-Disciplinary Team Inspection (MDTI) and one Army Higher Headquarters Inspection (AHHI). All inspections must be 30 days apart. If re-inspections are required for AHHI, they are completed by Higher Headquarters in accordance with Army and DoD Directives. The Garrison Commander is responsible for the MDTI and two required Comprehensive Inspections. For more information go to https://www.us.army.mil/suite/files/44297436 on AKO.

MONTHLY / BI-WEEKLY WALKTHROUGH OF ALL CYS SERVICES FACILITIES

1-25. Monthly / Bi-Weekly Walkthroughs of all CYS Services Facilities and Activities. In accordance with Headquarters, Department of the Army (HQDA) Executive Order (EXORD) 118-15 Calendar Year 2015 (CY15) CYS Services DoD Certification Inspections and Annex S (Reports) Appendix 01 to OPORD 16-001:

Annual Command Guidance.

a. Garrison Commanders (GCs) or Deputy Garrison Commander (DGCs) and Garrison Command Sergeants Major (CSMs) will conduct a monthly walkthrough of all CYS Services facilities and activities to ensure compliance with DoD and Army standards. This is not to be an inspection, but a validation of corrective actions on findings and deficiencies. The GC or DGCs will validate successful resolution of all findings and deficiencies regardless of how the deficiency is identified, including but not limited to: Army Higher Headquarters Inspections;

Installation Multi-Disciplinary Team Inspections (MDTI); Comprehensive Fire/Facility/Safety Inspections; and Comprehensive Health/Sanitation Inspections.

No finding or deficiency will be reported as complete without the GC’s personal ‘Eyes On’ validation.

b. GCs or DGCs will prioritize and respond to all CYS Services Demand Maintenance Orders (DMO) at a higher priority over any other DMO. DMO priority one (1) are those considered as emergency/life health and safety threatening to https://www.us.army.mil/suite/files/44297436

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Project Work Orders (PWO) in support of accreditation/certification requirements will also obtain a higher priority and should be executed using Installation available funds. Funding shortfalls which may hinder services related DMO/PWO execution will be identified to the Region Headquarters and addressed to IMCOM Headquarters for immediate resolution. Any facility deficiency not corrected that will have a direct impact on meeting the accreditation requirements will be reported as a Commander’s Critical Incident Report (CCIR).

c. GCs will direct Garrison Directors of Family, Morale, Welfare and Recreation (DFMWR) to conduct a monthly walkthrough and CYS Services Coordinators to conduct a bi-weekly walkthrough of all CYS Services facilities and activities to monitor ongoing compliance with inspection standards. CYS Services Coordinators may have their Program Operations Specialist (POS) or CYS Administrator conduct one of the bi-weekly walkthroughs. During the walkthroughs, CYS Services Coordinators, POS or CYS Administrator will validate successful resolution of all deficiencies regardless of how they are identified, including but not limited, to AHHI; Installation MDTI; Comprehensive Fire/Facility/Safety Inspections; and Comprehensive Health/Sanitation Inspections.

No finding or deficiency will be reported as complete without the CYS Services Coordinator’s in conjunction with the GC personal ‘Eyes On’ validation.

d. The DFMWR will participate with the FCC Director on monthly walkthroughs of at least 20% of FCC homes. The DFMWR will visit 100% of FCC homes over any five-month period. These requirements are a core performance standard for the DFMWR and CYS Services Coordinator.

e. The log of walkthroughs must be maintained by the CYS Services Coordinator and will be reviewed by AHHI Team.

f. The walkthroughs will continue to be uploaded monthly into the designated IMCOM SharePoint site https://home.army.mil/sites/operational/g3/battlestaff/cyss/Lists/Inspection/AllItems.

aspx by 1200 Central Standard Time on the last day of the month. Instructions and guidance for Monthly/Bi-Weekly Walkthroughs of CYS Services and Reporting Tool are provided at the above web link.

g. Monthly/Bi-Weekly Facility Walkthrough Guidance, Tool and Q & A can be found at Annex B.

1-26. Garrison Commander’s review of All CYS Services Installation Inspections:

a. Monthly GCs or DGCs and Garrison CSMs will:

1) Review the CYS Services Installation Inspection standards with the CYS Services Coordinator and report the completion of the GC or DGC and Garrison https://home.army.mil/sites/operational/g3/battlestaff/cyss/Lists/Inspection/AllItems.aspx https://home.army.mil/sites/operational/g3/battlestaff/cyss/Lists/Inspection/AllItems.aspx

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CSM review of the Installation CYS Services operations, to include the Top Five (5) CYS Services focus areas: Fire and Safety Inspections, Health and Sanitation Inspections, Preventive Maintenance, Accountability of Children, Background Check Issues, and then document deficiencies.

2) Require CYS Services Coordinators and other Installation staff to develop corrective action plans and milestones for any documented deficiencies.

1-27. Recommended Items to Check when Garrison Commander visits CYS Services Programs:

a. Sign in/out sheets to ensure positive access control

b. Financials to ensure timely payment of fees, run CYMS report, and review them with managers on a monthly basis. Key reports include Global Household Trial Balance, Activity Trial Balance, Bill Code/Transaction Code Review Report, and Household Audit Report

c. Eligibility Checks to ensure the right people are using the facility as prescribed by regulation

d. Training Records to ensure required training is taking place

e. Carefully monitor accreditation status to ensure no lapses occur

f. Installation Multi-Disciplinary Team Inspection (MDTI) results

g. IMCOM HQs Child Youth School Inspection Results

h. Ratio Checks

i. Who is under Line-of-Sight Supervision (LOSS)

j. Accreditation status/timelines and certificate posted and DoD Certificate to Operate posted

k. Work orders completed and still pending

l. Adequacy of custodial services performed

1-28. A listing of CYS Services monthly, quarterly and annual reports required to upload to AKO is in Annex C: G9 CYS Services Installation Report Suspense List v16.

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Chapter 2

RISK MANAGEMENT

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FIRE/FACILITY/SAFETY

2.0. Existing Child, Youth and School (CYS) Services facilities for all age groups will continue to reach their life cycle and require renovation to ensure facilities are safe, support the needs of the occupants and create an environment that is conducive to accreditation and DoD certification. In some cases, an addition to an existing facility may be the most cost effective and efficient method to meet the child care needs of the Installation. The Fire/Facility/Safety section provides basic guidelines for maintaining existing facilities; provides guidance for renovations and new construction standards.

All existing buildings are defined as those built prior to March 2008 (CDC); prior to October 2004 (SAC); prior to January 2008 (YC), that comply with the standards in effect at the time of construction. Portions of existing buildings that have been renovated or remodeled shall comply with 2-1.d. All renovations that make constructive changes (such as movement of walls changes in age groups) to existing CYS Facilities or changes in occupancy (such as business to daycare) require review of plans and designs by IMCOM G9 CYS Services.