PROCEDURE FOR SUPERVISED VIDEO CALL CONTACT
Purpose
The purpose of this procedure is to outline Lilly Pilly’s role and responsibilities in facilitating supervised video call contact between children and the supervised parent, ensuring that all interactions occur in a safe, child-focused, and legally compliant environment. The usual Lilly Pilly rules apply to video and audio calls, as would for in-person visitations.
Role of Lilly Pilly
Lilly Pilly acts as a neutral third party during supervised video call contact. The supervisor’s role is to:
- Support the safe and positive interaction between the child/ren and the supervised parent.
- Ensure that communication is appropriate, respectful, and in the child’s best interests.
- Intervene when necessary to maintain emotional safety and compliance with any court orders or departmental directives.
Platforms and Technology
Supervised video calls are conducted via Zoom or Microsoft Teams, both of which provide secure and confidential online environments.
All sessions are conducted in accordance with the Department of Health Guideline – Recording and Distribution of Meetings (QH-GDL-484-2), particularly Obligation 4.2.2, which outlines the responsibilities regarding the recording, storage, and handling of meeting data.
LEGAL AND REPORTING OBLIGATIONS
Lilly Pilly supervisors are Mandatory Reporters under the Child Protection Act 1999 (QLD), sections 13E and 13F.
They also act as Service Providers as defined under section 151 of the Online Safety Act 2021, and therefore must ensure that all online interactions are conducted in a way that prioritises child safety, privacy, and wellbeing.
Recording and Privacy Compliance
In accordance with the Invasion of Privacy Act 1971, the recording of supervised video or audio calls is considered reasonably necessary to protect the interests of the child.
Given that many families engaging with Lilly Pilly are involved in ongoing legal proceedings, recording is also compliant with section 138 of the Evidence Act 1995, ensuring that accurate records of supervised contact are maintained for evidentiary and safeguarding purposes.
All recordings are:
- Securely stored in accordance with Lilly Pilly’s data protection policies.
- Accessible only to authorised personnel or parties as required by law or court order.
- Not distributed externally without appropriate legal authority or parental consent.
CALL ETIQUETTE
Before Your Call
- You’ll receive an email or SMS invite with your session date, time, and a Zoom or Microsoft Teams link.
- If you haven’t received your link 48 hours before the session, please contact our team.
- Use a laptop, tablet, or smartphone with a working camera and microphone.
- Find a quiet, private, and well-lit space for your call.
- Have your photo ID ready (for first-time sessions).
- Keep your phone nearby in case the supervisor needs to contact you.
What Families Should Have Ready
- Photo ID – for first-time sessions or when requested.
- Phone nearby – so the supervisor can contact you if needed.
- Comfort items – for children to help the call go smoothly.
- Notes or topics – keep them child-focused and positive.
Joining the Call
Step One: Click the Zoom or Teams link at your scheduled time.
Step Two: Wait in the virtual waiting room until your supervisor admits you.
Step Three: The supervisor will confirm your identity and outline the session rules.
Step Four: The video call begins — the supervisor remains present throughout to ensure safety and support.
Rules & Expectations
- No participant may record, photograph, or screenshot the session.
- Conversations must remain respectful and child-focused at all times.
- Supervisors may end the call if a safety or wellbeing concern arises.
- Only authorised adults may be on camera — no additional participants unless approved beforehand.
During the Session
- The supervisor will stay present for the entire call.
- Please keep the focus on your child and their comfort.
- If technical issues occur, the supervisor may pause or reschedule the session.
Technical Requirements
- Internet: stable broadband or reliable mobile data connection.
- Device: smartphone, tablet, laptop, or desktop with a camera and microphone.
- Browser/App: latest version of Chrome, Edge, Safari, or Firefox, or the Zoom/Teams app.
- Headphones: recommended for clearer sound and privacy.
If You Have Technical Issues
- Try leaving and rejoining the meeting.
- Check your Wi-Fi or mobile data connection.
- If the issue continues, the session may continue by phone or be rescheduled.
After the Session
- The supervisor will close the meeting at the scheduled end time.
- Recordings are securely stored and not shared unless required by law or court order.
- If you have feedback or concerns, please contact Darren or Lilly directly.