Information for site managers and staff
What is our role?
As a manager or staff member at a visitable site, you play an important role in supporting the safety, wellbeing, and rights of children and young people in your care.
Our community visitors are independent advocates who visit children and young people at your site to:
- ensure their needs are being met
- make sure their voices are heard.
We work with you to provide the best possible care for the children and young people staying at your site.
What is a visitable site?
Visitable sites are places where children and young people (under 18 years old) may stay. These include:
- residential care services
- youth detention centres
- police watch houses
- inpatient mental health services
- places providing respite services for child NDIS participants
- some youth shelters and hostels.
If you manage a visitable site, it’s important to understand your responsibilities and how we can work together to protect and promote the rights and interests of the children and young people in your care.
How do we work with you?
When we visit your site, our community visitors will:
- introduce themselves and explain their role to staff and children or young people
- speak privately with children and young people to understand their needs, views, and concerns
- inspect the site to ensure it is safe and suitable for children and young people
- observe how staff interact with and support the children and young people
- request and review relevant documents, such as policies, site records, or personal files, if necessary
- discuss any issues or concerns with site management and work to resolve complaints.
Our visits are designed to ensure children and young people are safe, well cared for, and have a say in decisions that affect them.
What are your responsibilities?
As a site manager or staff member, you’re legally required to:
- provide reasonable assistance to our community visitors so they can carry out their duties
- allow community visitors access to all areas of your site
- respond to questions and provide relevant documents when requested
- pass on any requests for visits from children or young people within three business days.
Failure to help our community visitors without a valid reason may be considered an offence.
Important
If your site provides respite services to child NDIS participants, you must report the site to us four times a year.
How can you request a visit?
Children and young people staying at your site can request visits from us at any time. They can:
- contact us directly, OR
- ask a friend, family member, or staff member to request a visit on their behalf.
Children and young people can also text us on 0418 740 186. They can text us whenever they like and we’ll respond to their message between 9am and 4pm, Monday to Friday.
If you’re asked to request a visit
If a child or young person asks you to request a visit, you’re legally required to contact us and pass on their request within three business days.
You can request a visit by:
- calling us on 1300 653 187 from 9am to 4pm, Monday to Friday
- sending us a message
- emailing us at publicguardian@publicguardian.qld.gov.au
What powers do community visitors have?
To ensure the safety and wellbeing of children and young people, our community visitors have the legal authority to:
- enter visitable sites with or without notice between 8am and 6pm, Monday to Friday (and outside these hours in special circumstances)
- access all areas of your site
- request and make copies of relevant documents
- speak privately with children, young people, carers, and staff.
Community visitors use these powers responsibly and in line with privacy and confidentiality laws.
What happens after a visit?
After their visit, our community visitor will prepare a report detailing what they observed and heard.
If any issues or concerns are identified, they may:
- contact the site manager to address and resolve the concerns
- discuss the issues with Child Safety or another relevant agency.
Our goal is to work with you to ensure the best outcomes for the children and young people in your care.