EP90: The Interview That Saves You a Bad Enrolment
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Hello and welcome to today's podcast episode. I am talking with you about something that is, I think, very on topic right now. So what I am going to deliver [00:01:00] about today's podcast is how to onboard new families and why you need to attract them and vet them at the same time. So a great interview will do both of those things simultaneously.
So it makes a family feel welcome, and it gives you real information that you need to know if this is a fit for that family and that child within your care. So I'm giving you my top 10 tips for interviewing families coming into your family daycare, including the exact questions that I would ask and that I did ask and had to learn through trial and error on how to ask them.
So the first thing that we're gonna be doing is we're gonna be selling the vibe before you vet the fit So the first five minutes of your interview and any inquiry, um, should set the tone for the rest of your interactions with that [00:02:00] family. That first five minutes is vitally important that you get right because what that's going to do is tell them that you have clear, concise boundaries, that you are very professional.
They're going to get a sense of safety and confidence in you based on how you respond to their initial inquiry, and that is done within the first few minutes of interactions. So if you are not confident and you answer with, "I don't know," or, "I'm not sure," or you let them ask all of the questions, what you're sending is a message that you're not confident as an educator.
And whether they actually consciously are aware of that or it's just the feeling that they get, it's going to send a very clear message that will set the tone for the rest of your relationship. And if you start off on the wrong foot, it can be really hard to correct that. So [00:03:00] families are shopping around.
There is absolutely no doubt about that, so what we wanna do is we want you to lead with warmth and confidence in who you are and what you offer before you move into your questions. So this is where it's really important that you, uh, like, understand clearly what your values as an educator are, what it is that you offer, and that should be feeding through every single bit of content that you put out there for families for when they are looking for care.
So when I'm talking content, I'm talking about all of your social media, any kind of advertising that you might do. It needs to be values-driven so that people can know if they're going to actually align with you or not. So remember that they're interviewing you, too. So your job in this opening is to make them feel welcome, seen, and reassured that they've found somewhere good.
Then you earn the right to ask the [00:04:00] harder questions. So that's really important. What you're doing is setting a tone that is going to be, um, where they look at you as an authority in your business. Not that they get to come in and boss you around. Now, we've all had those parents who wanna come in and then wanna change everything that you do, and sometimes it's really hard to say no or to hold a boundary.
The way to circumvent that is to be really clear from the very beginning and to, for them to get the sense that, oh, they're coming into your world, and they actually need to fit in. When you get those families who are going to be pushy and, uh, push every single boundary, if you approach your interview process with total confidence and unshakable, um, connection to who you are as a person, those p- types of pushy people will self-select out.
They will not even further [00:05:00] engage you. We wanna do that. We really want to make sure that we are putting our best foot forward. So then what we wanna do is we want to get specific about sleep. That's one of the biggest things that people struggle with. Do not accept vague answers. Get really clear. The way to do that, because it's one of the biggest flashpoints between families and educators, is don't do throwaway questions.
Don't use ambiguous questions yourself. Be really clear. Ask exactly how the child falls asleep at home because a child used to being rocked, fed to sleep, or co-sleeping will need a transition plan to come into care, and that should start before they actually start in care What we want to do is set the children up for success.
We can't do that if they're co-sleeping, breastfed, rocked to sleep. It's just not going to be viable within a family daycare [00:06:00] setting to facilitate any kind of leeway for that. It's just not possible, particularly now with all the reforms and the, the, uh, focus and emphasis on supervision. So we need to, if we have a, a, a co-sleeping child or a breastfed to sleep child or a child that's rocked to sleep, we need to have a really clear plan in the weeks leading up to them starting care so that we set that child up for success.
So you need to know upfront rather than discover it all in one day when they have their first day in care. So the questions to ask, "How does your baby go to sleep at home? How- does your baby co-sleep? How do you get them to sleep during the day, and what does their sleep routine usually look like? And are you flexible in that sleep routine?"
Because I'm a single person working with four other or three other children, I may not be able to get your child down at 11:00 AM on the dot and wake them up at 11:53 [00:07:00] because the app that you're using says that they must only sleep for 53 minutes. It's not going to work in a family daycare setting, and we know that children, uh, experience life differently when they're away from their primary caregivers and they're with so many other children because their brains are taking in so much information that they get really tired.
We know this, but we need to communicate this to families too. So the next thing we're going to talk about is, is uncovering their care history. So we need to know what that child has already experienced with separation because it tells you what to expect in that settling in period and how to prepare that family.
So a child who's never been left with anyone is a very different settling experience and process to one who's been used to being left with grandma or the babysitter or auntie and uncle. Um, so things to ask and to be really clear and [00:08:00] upfront, "Has your child been left with anybody previously before coming into care?
Who and how often, and what did that look like in that separation process? Uh, how did they cope? How did that work for that child?" Uh, what we're looking for is we're looking for children who can be upset at separation But can really hold themselves and contain themselves after a little process of grief, so to speak, uh, and then are able to, to play or to be soothed by you and have that built connection with them.
And then when the parent comes h- comes back to pick them up, it's completely normal for that child to see their primary caregiver and to let go and cry. So we want to also let families know that that's going to be a reality as well, and it's actually a really healthful, healthy, and normal process for children that are connected to their families.
So [00:09:00] or, or, um, beautifully connected and, um, what's the word I'm looking for? Attached to their family. Uh, because what they're doing is they're expressing that, "Oh my goodness, you've gone away, but, oh, you came back and everything's okay now. I can let go of that tension I've been holding all day." So we wanna let families know that that's what they can expect.
We want to ask families directly, have they experienced separation anxiety in the past? What did that look like, and what helped? Because that's going to give you clues and tips on how to help that child settle in, uh, much easier and with more, um, finesse and grace. So question number four is we want to talk about discipline before day one and not after an incident.
So discipline means different things to different families, so get really specific rather than accepting a one-word answer. That's really key. It's really [00:10:00] important that you are all on the same page when it comes to, to creative discipline with the children. So ask how they use creative or positive discipline in their own home and what that actually looks like day to day.
This is where you'll find out fast whether their approach lines up with yours before it becomes a conflict Can you see how asking these really pointed, direct questions can save you so much heartache down the track and drama down the track? So when we can be really clear about this and you have these documented processes to the questions that you ask, uh, then it's, it's simple for you to be able to say if something happens, "Well, we discussed that.
Here's the, here's the form that we completed that you're aware of. This was how I did X, Y, and Z." So things to ask: How do you discipline your children? How do you use creative [00:11:00] discipline within your home? What does that actually look like? Are you a parent that will set a boundary and hold that boundary, or do you struggle with boundaries?
Because what we know as educators, those who struggle with boundaries and those families who don't have really firm but fair boundaries have children that will push and push and push and push because that's what they've been trained to do. Because the family may potentially struggle with setting boundaries and holding them, therefore, the child learns to escalate their behavior in order to get what they want.
So we wanna be able to have these conversations with families and be very clear and concise when you're talking about that, how you manage boundaries within your own service. Children need guardrails. They absolutely... Janet Lansbury talks about this beautifully. If you are interested, I highly recommend Elevating Childcare, her book, uh, because it talks about having guardrails and boundaries.
It's not hemming children in, [00:12:00] it's giving them enough space that they have room to move within those guardrails so that they have a feeling of autonomy, but they're also safely contained within that So let's talk about what that looks like with that particular family on the day-to-day. Let's uncover those questions and those answers together, feeding back to the family what it is that you do, how you manage certain situations, what that looks like in a family daycare context.
Because some families will have absolutely no idea, and they also won't know or consider that you have three other children in care and what that actually looks like and how you have to manage that. So question number five that I would ask is checking that it's a values match and not just a vacancy match.
Now, I know if you have vacancies, you might want to go down the trap, the [00:13:00] absolute rabbit hole of just filling your vacancy because you need to. If you can avoid that, I really, really would, because quite often those are the families that come in and it causes chaos. It's really hard to, to get a wrong fit out.
It's- it can be really challenging, and some services actually won't support that. So you really need to be very careful. Sometimes it's better to wait than it is to take the wrong person. So a family might need care, and you might have a spot, but it doesn't mean that you're a right fit for each other.
Ask directly whether you feel aligned, whether they feel aligned with your values and approach as an educator. This question does the real work because it invites a family to reflect honestly instead of just agreeing to whatever gets them a place. So you can ask, "Are you going to be a values fit with me as [00:14:00] an educator?"
Because you've already put your values forward. It's all part of that vetting process. So it's really important that you s- don't be shy about talking about what it is that you do. We- this is how we go about attracting the right families that are going to be a good long-term fit for your service. So question number six would be to spell out your illness policy before they sign anything.
Did I say spill? Spell. Spell it out. Make it really clear. This is not the moment to be vague, because your entire service depends on a clean, safe, and hygienic environment, and you are the only person holding that standard. So be upfront that if their child is unwell, you will send them home and expect prompt pickup, and to get their agreement out loud that they won't bring a child in who is unwell.
Families need to hear this before they enroll, [00:15:00] not the first time it happens. And not until you get annoyed that, "Oh my gosh, they're sending their, their snotty-nosed toddler in. This is four times in a row, and they've made everybody else sick." Guess what, friend? That's on you because you haven't sent them home.
You haven't made your expectations crystal and abundantly clear. And if that's what's happening in your service, that's a you problem, and you need to sort that out. And the way to sort that out is to hold a line and never cross it. So if your rule is, "If I have to wipe your child's nose four times in the hour, I'm going to send them home when they get to this certain age," because what ends up happening is they're wiping it across their face, and then they're touching all the resources, and then I'm going behind them all day washing things and putting things away, and we just know that this is spreading, right?
So if that's your rule, you tell them straight up [00:16:00] that that's exactly what the expectation is. You have to be clear about this. You need to do the unpacking to work out what it is that you will accept and what you will not accept. So it's, it's really important that you do that. So ask questions like, "Are you aware that if your child is unwell, I will send them home, and the expectation is that you will come immediately and promptly to pick them up?
I need to maintain a clean and safe hygienic environment for every family here, and you play a big part in that. Can we agree now that you won't bring your children in when they're unwell?" Can you see how that's not confrontational? What you're doing is you're spelling out the reasons why this needs to happen.
So not only will they be confident that you will keep, um, the other children away because that is your line, it's going to give them confidence that you're going to [00:17:00] minimize the chance of their child getting unwell, and that everybody needs to play this game too. Okay. So we're gonna be talking about, um, clear communication expectations up front.
So every family communicates differently, and mismatched expectations can cause more friction than almost anything else. So ask how they like to be communicated with and how often, so you're not guessing later whether a quick text, a phone call, or an end-of-the-day chat is what they actually want. So you get the opportunity to train your families.
You must say to them, "When your child first starts, I will send regular daily updates for the first few weeks. After that, once they've settled in, that will stop because my focus is being with the children rather than sending texts that, you know, go on and on and on." Because some families have ridiculously crazy expectations around [00:18:00] communication and how often you will communicate, which puts you in a situation where your supervision could be compromised.
So at all times, supervision and the safety of children is paramount in the work that you do. So if you have a family that's really wanting and needing you to, uh, be in constant communication with them, and that's not how you roll, then you need to be really clear and upfront with that. Set that expectation from the beginning.
"For the first couple of weeks, I will send you updates during the day to let you know how your little one is going, and of course, you can always ask me. However, once we've settled in and we're through that process, those- that style of communication will not continue because it actually takes me away from being present with the children.
So these are your options. I c- we can have a, a quick conversation at the end of the day, and I ask that you arrive five to [00:19:00] 10 minutes before your contract end time so that we can have that conversation. Uh, or you might prefer that I send you a text at the end of the day." Whatever you're happy with doing, this is what you can outline as options for those families.
Okay, so we need to also have the money conversation early, and don't be shy about that either. Fees are one of the most awkward conversations to have, which is exactly why so many educators avoid it, and why it needs to happen in the interview, not after the first missed payment. So you can ask directly about their history with paying fees and whether they, whether they understand their obligations around Centrelink and the Child Care Subsidy, the CCS.
This protects your business and sets a clear professional tone from day one. So ask the family, "How are you at paying fees, honestly? Have you had any issues with this before?" Now, they're likely not to say if they've racked up thousands of dollars with another [00:20:00] service. But asking this question directly tells them that you are onto fees, that you do not accept late payments.
This could potentially scare a, a dodgy family away. Because they, if you're talking about this straight up, they are going to get the sense that you don't muck around, and that you've been burnt before, and you see the signs early, right? That's saying it without saying it. Ask them, "A- are you aware that you need to apply for Centrelink for your CCS, and have you started that process?"
Because sometimes that process can take up to six weeks, and you may take this family on and have said no to another family, and then this family's like, "Oh, it's not come through. Oh, I have to pay full fee and I can't afford to." And then all of a sudden it could be six weeks before you're getting a proper pay from that family.
So don't be afraid to ask those questions because they're important [00:21:00] to your bottom line. You wanna go into agreement with the family, this is all part of it. You're providing a service, they have to pay for it. That it's not an option to not pay. So having that conversation up front and right in the open will sometimes weed out the dodgy people.
Okay. Listen for what they don't say. This is tip number nine. The words matter, but so does the hesitation, the deflection, or the answer that changes the subject. If a family gets defensive about the illness policy, goes quiet on the money question, or brushes past the discipline question, that's information too.
Trust what you're observing as much as what you are being told So that's a really important tip. And the last thing that I wanna talk about is having or giving yourself permission to say no. [00:22:00] So an interview only works if you're genuinely willing to walk away from a family that isn't the right fit. You are running a business inside your home, caring for someone's most precious little person.
You are allowed to be selective. Saying no to the wrong family is what protects your ability to say yes wholeheartedly to the right ones. So this is really, really important for you to be aware that you can say no, uh, particularly if you've got children that require higher levels of, of need. You may have children that, uh, you, you- that require a lot more hands-on, and you physically cannot take another family on that has higher needs as well.
You're one person. You're but one person. You cannot do it all, and you have to be really confident and, uh, in understanding your abilities and where you [00:23:00] sit with that. So to recap, we wanna talk about sleep. How does your baby go to sleep? How does, does your baby co-sleep? How do you get them to sleep during the day?
Care and separation history. Have they been left with anybody previously before coming into care? What did that look like for them? And have you experienced separation anxiety in the past? Discipline. How do you go about using creative discipline with your child? What does that look like in your family?
Values and fit. Are you going to be a values fit with me, your educator? Communication. How are you communicating and how often do you like updates? Health and hygiene and wellness. Are you aware that if your child is unwell, I will send them home, and the expectation is that you will come and collect them promptly?
I need to maintain a safe and hygienic environment. Will you agree to not bring your children in when they are unwell? Fees and [00:24:00] Centrelink. Uh, how are you at paying fees and managing, um, paying bills? H- Are you aware that you need to apply for Centrelink to get your childcare subsidy Okay, so this is what I wanted to chat with you about.
I hope that that's given you some value and that you can, uh, get some really great tips and, and hints about that. I also have a download for you, um, that you can download. It has some of these questions on it, and it has a whole heap of other information on there as well. All you need to do is send me a message via socials that says, "Enrolment, please," and we will
Just, just say "enrolment." You don't have to worry about please. But if you use that word "enrolment" and send me a message, uh, then I will send you my enrolment pack, the ultimate enrolment pack, and you will, uh, be able to [00:25:00] get started on, um, getting the right families and getting a really great fit within your service.
So I hope that that has helped you. I hope that that has given you some food for thought and, um, will make things a bit easier for you, uh, when it comes to interviewing your next lot of families. All right, my friends, thank you so much for joining me today. I wanted to keep this under 30 minutes, and I've done it.
Yay! It's not very often I do that, my friends. Let me tell you, you all know how much I love to yap on. So there you go, my friends. You have yourselves a beautiful day wherever you find yourself on this earthly plane, and I will see you next time for the Big Hearted Podcast.
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