Open and honest communication with families has always been integral within early childhood education and care (ECEC), but never more so than now. Child safety is top-of-mind and parents want to know who their child is with and how they are being cared for at any given time. Beyond that, they have a right to know that their child’s safety and wellbeing is a service’s number one priority.
Transparent conversations about how an ECEC service runs its day-to-day practice are an integral part of reassuring families and are also an opportunity to inform the wider community about how services ensure safety.
These conversations are not about overwhelming parents with policy documents, but about fostering an environment where they feel genuinely heard and understood. They involve clear, consistent messaging that speaks directly to parents’ concerns without causing unnecessary alarm.
How Forbes Preschool builds trust through empathy, listening and tailored communication
Exceeding service Forbes Preschool exemplifies an empathic approach to engaging families, deeply rooted in a commitment to quality. As Director, Amy Shine emphasises, "I always say to my staff: ‘Everyone has an amazing story and everyone’s voice matters. Take the time to talk to parents and be mindful of putting people at ease’." It’s a reminder that communication should be sensitive and personal, recognising that every family comes with different backgrounds and experiences with education. Amy is board member of the Child Safety Working Group (NSW Department of Education).
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(Image via Amy Shine at Forbes Preschool)
Amy’s key strategies for fostering empathetic communication include:
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Active listening and validation: Begin by listening to parents' concerns. Validate their feelings of worry and anxiety. A simple, "I understand why you're feeling worried right now, and we're here to talk through all your concerns," can go a long way in showing you value their feelings.
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Regular, sensitive communication: This can involve periodic emails sharing child safety resources, framed with a tone of care and reassurance, or hosting parent information nights. Forbes Preschool actively sends out emails to parents following significant events, demonstrating their proactive and caring stance.
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Multiple, accessible communication channels: Utilise emails, social media (without bombarding families), and crucially, personal conversations. If families do not feel comfortable in the service, they may want to chat elsewhere—in the car park or even at another location. Amy says that meeting families where they are, physically and emotionally, can be a powerful tool for building rapport and trust, especially with vulnerable families who may have existing hesitations.
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Signage: Having clear values displayed throughout the service (eg. at the gate, in the foyer and the office) provides a foundational understanding for families, supports "tough conversations" and reinforces commitment to child safety. It shows that safety isn't just a policy, but a deeply held belief that drives all aspects of your quality service.
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Parent information nights: Forbes Preschool discusses child safety in its induction meetings and plans to add brochures on child safety to gift bags for new families. This ensures that essential information is provided from the very beginning, in a reassuring and welcoming manner. Information nights can also be held during the year, providing an opportunity to share policies and field any questions or concerns.
Prioritising children and defining quality
Most parents have little experience of the ECEC sector and subsequently, do not know what to expect when it comes to best practice. Transparent conversations are an opportunity to provide clear, factual information that weaves in the message of quality ECEC and that children must always come first.
Transparency is also crucial internally and every staff member, regardless of their experience level, plays a crucial role in creating a safe and empathetic environment that upholds quality.
As Amy shares:
It doesn't matter if they’re a 19-year-old trainee or a leader who’s been in the sector for 30 years, everyone has a responsibility to ensure children's safety, and we need to empower them to know what to do and call things out if they're feeling uncomfortable, no matter how big or small.
Child safety is embedded in daily conversations and ongoing professional learning at Forbes Preschool. “In our formal documents that we give to new employees, students and volunteers, there are links to videos and a short questionnaire to ensure the person understands our position,” Amy explains.
Staff meetings regularly include child safety discussions. “It might include a scenario question, a reflection, a check in that people understand their obligations,” says Amy. “It does look different every time, and can be a short check-in or a longer, more in-depth conversation. Especially this year, it has been something we have spent considerable time on.”
The service refreshes child protection training annually and any time an issue arises. “While we do reflect together as a team, I really value bringing in other voices,” Amy explains. “It’s important that staff hear from a range of perspectives, whether that’s through webinars or guest presenters. This is something we take very seriously.” She continues, “I often invite mentors to support our meetings because professional development shouldn’t rest on one person alone. We’ve worked hard to involve others in these conversations, and I believe it’s essential to keep seeking external support. We don’t pretend to have all the answers — sometimes, we need someone else to help guide the dialogue we want to have.”
A much-used resource at Forbes Preschool is the Child Safe Series from the Office of the Children’s Guardian: https://ocg.nsw.gov.au/training-and-resources
Regular conversations are key - here are some messaging suggestions
Having regular conversations with staff about quality and child safety will ensure that everyone is on the same page. Some key messages around quality for families could include:
Community integration
Going beyond the walls of the service can significantly build trust and rapport, especially for families who might be hesitant about institutional settings. Forbes Preschool's pop-up preschool in the park and occasional home visits are excellent examples of engaging with families 'on their own turf', helping them feel more at ease.
"We will always take a bag of groceries or a meat tray and anyone who comes along gets a box of fruit,” she says. “They get to know us in their safe space before they come along to the service itself, which might otherwise feel a bit intimidating."
This community integration has allowed the service to become a community hub, providing advice and support beyond just education, strengthening the bond with families and the broader community through shared experiences and understanding of quality care.
Child safety conversations check list
✅ Lead with empathy: Acknowledge and validate parents' concerns and fears. Your first response should be one of understanding and compassion, reinforcing that you're on their side.
✅ Demonstrate that children always come first: Communicate unequivocally that the safety and well-being of every child is your ultimate priority.
✅ Be proactive: Initiate conversations about child safety before an incident occurs, demonstrating your ongoing commitment to quality and safety.
✅ Foster a culture of openness: Be transparent with families and staff about your safety protocols and values. Create an environment where questions are welcomed and openly addressed.
✅ Educate and reassure families on what quality ECEC looks like: Clearly explain your safety measures, including ratios, and empower them with knowledge about what high-quality child safety and ECEC looks like, without causing alarm.
✅ Be consistent in your messaging: Ensure everyone in your service is delivering the same clear, consistent, and reassuring message about child safety and your commitment to quality.
✅ Personalise your approach: Acknowledge and respect the diverse backgrounds and needs of families, tailoring your communication with sensitivity and a focus on their child's individual experience.
✅ Integrate with your community: Build relationships outside the service walls to foster trust and accessibility, especially for vulnerable families, by meeting them where they are and demonstrating your commitment to their well-being.
✅ Embrace continuous improvement: Child safety and quality ECEC are ongoing journeys. Continuously review and refine your practices to ensure the highest standards, always with the well-being and peace of mind of children and families at the forefront.
Further reading and resources
How CELA can help you
1. We are here to support you in creating a child-safe environment. Call our 1800 157 818 support line and talk to one of our experienced early education specialists about child safety and child protection.
2. Our free child protection ebook is a practical tool you can use to ignite conversations about child protection related topics.
3. We offer a range of flexible child safety training options online, in person or self paced. Contact us at training@cela.org.au or explore our courses and webinars via this page.
4. We offer a range of child protection policies and procedures. You can access sample policies and guides through our member resource library.