Frequently Asked Questions 

The aim of a supervised contact visit is to help initiate, support or develop the relationship between a child and a parent. At all times, the child is our main focus. Penguin provides multiple opportunities, resources and games for lovely interactions to occur between both the parent and child. At all times, a Penguin Supervisor will be present to monitor the child’s physical and emotional well-being. The supervisor, as a neutral third party, will also take balanced, unbiased, observational notes.

Yes. Penguin is not government funded and is a privately funded centre. Please see our fee information page.  You may be able to use your (or your child's) NDIS funding, have a chat your plan managers.

The aim of a supervised contact visit is to help support the relationship between a child and a parent. At all times, the child is our main focus. Penguin provides multiple opportunities, resources and games for lovely interactions to occur between both the parent and child. A Penguin Supervisor will be present to monitor the child’s physical and emotional well-being. The supervisor, as a neutral third party, will also take balanced, unbiased, observational notes.

Contact us via - Book Session

Absolutely! If you or your child has a plan you may be eligible to use this funding.  It can be possible to use NDIS to support and build your parenting capabilities, however, it is best to talk to your NDIS facilitator for eligibility. Once eligibility is established we will be happy to discuss this with you and your support team.

If you are at all concerned, please discuss this during your intake visit or at any time during the process. We can reassure you that Penguin has strict drop off and collection protocols. We also have cameras inside and outside of the centre. Our team have AVERT Family Violence, Family DOORS and Child Safety Training. They also hold Queensland Working with Children Cards (Blue Cards), First Aid Certificates and our Director, Lucy, is an experienced and registered teacher in Queensland and the Northern Territory.

Supervised changeovers are a way to ensure children are transferred from one parent’s custody to another in a safe, neutral space, eliminating the child/children being involved in any conflict or tension.

Yes, we do! We are un-biased and impartial and ensure the safety, security and comfort for all parties and the children.

Both parents will make separate times to meet with a Penguin Supervisor. Prior to the meeting, the parents will be provided with an email outlining any documentation that needs to be brought or processes that need to be followed for the visit. There will also be an opportunity for your children to come and have an orientation visit before their contact visit.

There is no set answer for this. Many children's contact centres have waiting lists so it is important to phone Penguin at the earliest possible opportunity. Some services we offer have no waiting lists. It is often more likely that there is a waiting list for supervised visits but not for facilitated changeovers.

Your Penguin Supervisor will explain the process for using the service - this will include an intake assessment, where an exploration of the issues around your situation will be conducted to see if the proposed arrangements can be properly managed. Penguin will inform you of the outcome of the assessment process and it is there that you are likely to get some idea of whether the arrangements can proceed or whether other options need to be considered.

It is important to seek additional support (such as counselling) if you find that you, and/or your children, are struggling with waiting periods or the stresses attached to the separation.

While Penguin recognises each family circumstance is individual, we also understand that consistency and certainty are two of the most important things we can provide for your child. For this reason, our arrangements are made and conducted directly with the parents of the child. Please feel free to discuss this with your Penguin team member if you have concerns.

Off-site supervised contact visits are offered on a case-by-case basis. Contact your friendly Penguin team members to see if you are eligible.

No. Children’s Contact Services are independent services and not bound by court orders or parenting agreements. Most services will, however, undertake a thorough intake assessment to determine whether safe and child-focused arrangements can be facilitated and, if so, will attempt to maintain the spirit of the agreement (subject to resources). Services are likely to make referrals to other support services if CCS facilitation is not possible at that time.

• Our family have compassion and understanding for your situation
• Our Director, Lucy, comes from an extensive teaching and early education background with an additional needs specialty. Children will always be the focus of everything we do.
• Your safety is our priority, we have: cameras inside and out, 2 street access, a private waiting room, assured confidentiality.
• Easy online booking
• A wonderful playground where you and your child can choose your own adventure.

Please discuss your language or cultural needs with a Penguin Team Member on your intake visit.