Service Policy

Service Policy 1.0

Introduction

Eureka Mums supports families experiencing hardship in practical partnership with Maternal and Child Health Nurses and social service agencies. This policy describes how you can access our service, what we can do for you, and what we ask of you in return. We require all users of our service to agree to this Service Policy.

Service Overview

Eureka Mums is a not-for-profit volunteer-powered organisation which works with social service agencies and Maternal and Child Health Nurses to distribute new and pre-loved baby goods and nursery equipment to families in need.  We liaise directly with caseworkers and rely on them to assess need and come to our warehouse to collect material items on behalf of their clients.  Part of this policy is that you do not bring your clients to our warehouse or send them to collect the items themselves.

We believe that by reusing and recycling much-loved babies’ and children’s gear, we not only share the joy of motherhood with each other, but we save the earth’s precious resources too.

We typically work with social workers, Maternal Child and Health Nurses and other health professionals. It is the responsibility of each registered user to make their employer aware that they are accessing our service.

Service scope

Please refer to the list of what we do and do not rehome on our website, so that you are familiar with what we have to offer. Some items are valuable and not often donated to us, so we fundraise to purchase new stock – typically cots, prams for multiples and car restraints. We do not promise that we can provide new stock should you request it, but we do try our best to understand and accommodate the specific needs of your clients.

Registration

All individual users of our service must first register using an online form. The link to register will be sent to you the first time you contact the Social Service team via email. Users must register with their work email address. A g-mail or hotmail address is not acceptable.

Ordering

All orders for waitlisted items must be placed on our online form. We ask that you complete one order form for each individual family. All orders for must be placed online.

The order form ensures that you are made aware of all the material aid that is available to you. We also collect vital information that might help us select the appropriate products for you.

Whenever you make a request using our order form, please be as specific as possible about what you need.

We ask that you tell us the due or birth date of the baby, gender if known and if there are any other children in the family.

Each request has an individual reference or case number, please quote this number if you are emailing with an enquiry.

Cots and car restraints are available via the Nursery Equipment Program accessed via Enhanced Maternal and Child Health Nurses. Please contact your client’s Enhanced Maternal and Child Health team to see if they are eligible for this State Government funding.

Referrals

We do not provide a public facing service and therefore you cannot send your client to us with a referral. We rely on you to liaise with us on behalf of your client, including ordering, pick up and distribution.

If individuals approach us directly for material aid we refer them back to their health worker, Maternal Child Health nurse or social worker.

Our program logic is that by supporting you with material aid this can help you build a stronger and more trusting relationship with your client and support the important work that you do to address the underlying cause of disadvantage or hardship.

The waitlist

We often do not have enough valuable items such as prams, cots and car restraints to fill every order immediately so these are placed on a wait list. We prioritise babies already born or due in the next 3-4 weeks over babies due in the coming months, so please be sure to enter the correct due or birth date for each child.   If you have submitted an order well in advance of the due date we will aim to contact you 3-4 weeks before the due date to offer you the requested items.  If your client has delivered early please email us and we can arrange to get the items to you as soon as possible.

If you need to make alterations to an order please email us and we can update the form.  Similarly, if your client no longer requires the items please let us know so we can remove it from the wait list. 

Duplicate orders

To avoid the costly and time consuming duplication of orders, we ask you to tell us if you are aware of any other agency or service supporting your family.

We also ask that you tell us the mother’s name. This name will only be used by our staff to check for duplicate orders and will not be printed or shared with any other parties. We understand that this information may be too sensitive to share in some instances and in this case we ask for your client initials or code and the due/birth date of the baby.

Collection

Once your request is received, our staff will review your order. We aim to acknowledge all orders within 48 hours of submission.

Once all the stock you have ordered has been offered for collection, the collection point, possible collection dates and times will be confirmed by email. We understand that many users of our service work part time, and have to organise a special vehicle for pick up, and we try and accommodate this by offering a variety of dates and times.

We ask that you give us 48 hours notice of the exact date you intend to pick up so that we can have all stock prepared for you.

You will also be provided with a phone number to ring if you cannot attend, are lost or you will be late on the day. Please do not call this phone number for any other reason. All other communication should be directed to the request@ email address.

If you are sending a colleague or volunteer in your place, please provide us with your colleague’s full name, email address and mobile phone number.

When you arrive at our warehouse at the appointed time, please show us your identification, and register your attendance in the sign in book for our OH&S and insurance purposes.

Clients are not permitted to come to the warehouse. Please never bring your client, or a member of their family with you when you attend your appointment at our warehouse.

Delivery

We will work with rural and regional agencies and services to organise low cost or free delivery of requests where their geographic location means that agency staff workers or their volunteers are unable to travel long distances to our warehouse to collect on behalf of clients. In these cases requests will still be delivered to the agency and never to the client. 

Return or replacement of items

We do more extensive safety checks on several items, noted by a blue sticker and a stock code number.

In the rare instance that an item fails please contact us immediately via request@ and we will repair or replace that piece of equipment.

We do expect however, that you support your clients in the best way to use and maintain our items and we cannot guarantee that we will be able to replace or repair an item for minor wear and tear such as a flat tyre or damage due to the misuse of a piece of equipment.

Please contact us by emailing request@ with the specific details of the fault and include the stock number and order number.

Order Summary

We will email you a PDF summary of the items dispatched with each order. We recommend that you save this with your client’s file notes so that there is a record for future reference.

This summary also contains an estimate of the replacement value of the items.

Communication

Please ensure all communication with our staff and volunteers, and their personal contact details, are kept private and confidential.

Photography

Our organisation has a strong social media presence which allows us to network effectively in the community to source essential material aid in a timely manner. You may be asked to pose for a photograph, and tell us something about your work, your family or your day as a case study. We will ask your permission to do so. We understand that in some instances this may not be possible or you are required to get permission from your organisation and we ask you to simply explain this to us. 

Non-adherence to these terms of service

If you do not comply with these terms of service, we have the right to temporarily suspend or permanently revoke your ability to use our service. 

Privacy

Your privacy, and that of the family you serve is important to us.  Please see our Privacy Policy.

Notification

We may amend or update this service policy from time to time. When we do this we will notify you in writing.

For more information

Registration form https://www.eurekamums.org/caseworker-registration

Request form https://www.eurekamums.org/request-form

Helpful hints https://www.eurekamums.org/helpful-hints

Email us request@eurekamums.org,

 

Please click here for a printable version of the Service Policy.