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Family Time

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Family Time helps children and young people stay connected with parents, brothers, sisters and other people important to them when they cannot live together. Below, we explain what Family Time is, how it is arranged and what you can do to help your Family Time session go well.

What is Family Time?

Family Time was previously called ‘contact’. It gives children and young people time with members of their family and other important people in their lives.

Every arrangement is based on the needs, wishes, feelings and safety of the child. Family Time may be supervised by a trained worker or supported by a worker who is available, if needed. It may take place in the community, or sometimes by telephone or video call, depending on the needs of the child and the risks associated with the family time event.

Why is it important?

Family Time is for the child. It can help children:

  • keep important family relationships
  • understand their identity, family history, culture and heritage
  • feel reassured about people they care about
  • build positive memories and support their life story
  • prepare to return home, when this is safe and part of their plan

Family Time can also help professionals understand what support a child and family may need. If an adult’s wishes conflict with the child’s welfare, the child’s safety and best interests come first.

Role of the Family Time team

The Cambridgeshire Family Time Service provides supervised Family Time for children who are in the care of the local authority under a Care Order, where this has been ordered by the court. The service is not available to members of the public who are seeking supervised contact to manage private arrangements.

How it works

  1. Referral: The child’s social worker asks the Family Time Service to arrange sessions and shares information about the family, the child’s needs and any safety concerns.
  2. Planning: The service considers the referral and allocates a Family Time worker. The worker contacts the social worker, parent or family member, and the child’s carer.
  3. Introduction: Before sessions begin, the Family Time worker meets the child and their carer. The child can share their wishes, feelings, likes and dislikes.
  4. Agreement meeting: The family, social worker and Family Time worker agree the dates, times, venue, who may attend, the level of support or supervision, and any important boundaries. Everyone receives a written agreement.
  5. Family Time begins: The Family Time worker helps the session take place safely and positively. They may offer practical support and guidance.
  6. Recording and review: The Family Time worker makes a factual record of each session for the child’s social worker. Arrangements are normally reviewed after six weeks and can be reviewed sooner if anything changes.

Where Family Time takes place

Family Time should take place in a safe, welcoming and child-friendly place that meets the child’s needs. Whenever possible, the venue will be close to where the child lives.

The Cambridgeshire Family Time Service uses venues in:

  • Bottisham
  • Cambridge
  • Ely
  • Huntingdon
  • March
  • St Neots
  • Wisbech

Some sessions may take place in the community or at another suitable venue. If a child lives outside Cambridgeshire, the service may arrange support closer to where the child lives. Your Family Time worker or social worker will confirm the exact location and travel arrangements.

What parents and family members can expect

Family Time can bring mixed feelings. You may feel excited about seeing your child, while also feeling nervous or unsure about what to expect. These feelings are understandable. Cambridgeshire Family Time Service wants to create a safe, welcoming and supportive environment where children and their families can spend positive and meaningful time together. Your Family Time worker will be available to answer questions, offer guidance and help you feel as prepared and comfortable as possible.

Before the session: You will be told when and where the session will take place, who can attend and any arrangements you need to follow. You can ask questions at the agreement meeting or speak to your worker.

During the session: The Family Time worker will help everyone follow the agreed plan. Depending on the child’s needs, the worker may stay with the family throughout, observe the session, help with play or care tasks, offer suggestions, or step in if there is a safety concern.

After the session: The Family Time worker may offer feedback and will make a factual record of what happened. This may include who attended, timekeeping, activities, the child’s experience, positive interactions, any support given and any concerns. Records are shared with the child’s social worker and may be shared with the court where appropriate.

Goodbyes can be difficult. The agreed plan will explain how the session will end and who will leave first. Please tell the worker if you or the child need extra support.

  • Read the Family Time agreement and ask if anything is unclear.
  • Arrive on time. If you may be late or cannot attend, contact the agreed person as soon as possible.
  • Plan simple activities that match the child’s age, interests and needs, such as playing, reading, drawing or talking together.
  • Bring only food, drinks, gifts, money, photographs or other items that have been agreed in advance.
  • Keep conversations focused on the child. Do not make promises you cannot keep or ask the child to keep secrets.
  • Follow the agreed rules about photographs, videos, mobile phones and social media.
  • Be ready to take advice from the Family Time worker. Their role is to support a safe and positive experience for the child.
  • Prepare for the end of the session. A calm, clear goodbye can help the child move on to their next activity.
  • Afterwards, share any questions, worries or helpful feedback with the Family Time worker or social worker.

Children may also have mixed feelings about Family Time. They may be excited, worried, quiet or unsettled before or after a session. Parents can help by keeping the child’s needs at the centre and making the time feel calm, safe and enjoyable.

  • Be warm and reassuring: Greet your child positively and let them settle at their own pace.
  • Follow the child’s lead: Notice what they enjoy and choose activities that suit their age, interests, abilities and attention span.
  • Give them your attention: Listen, play, talk and respond to what your child is communicating through their words and behaviour.
  • Keep adult worries away from the child: Avoid discussing court proceedings, care plans or disagreements during the session.
  • Use positive and age-appropriate language: Do not criticise carers, family members or professionals, ask the child to keep secrets, or make promises about the future that have not been agreed.
  • Accept support: Listen to advice from the Family Time worker and ask for ideas if you are unsure how to respond or what activity to try.
  • Follow the agreement: Keep to arrangements about food, gifts, photographs, telephone use and who may attend.
  • Make goodbyes calm and clear: Reassure your child, avoid extending the goodbye and remind them, where appropriate, when they will see you again.
  • Share helpful information: Tell the Family Time worker about anything that may affect the child and discuss any worries or feedback away from the child.

The most important thing is that the child feels safe, valued and able to enjoy meaningful time with their family. Parents do not need to make every moment perfect; being present, dependable and responsive can make a real difference.

What children can expect

Family Time is a chance for you to spend time with people in your family who are important to you. It is normal to have different feelings about it. You might feel excited, worried, unsure, happy, or a mixture of these. You can talk to your carer, social worker or Family Time worker about how you feel and ask any questions.

  • Getting there: An adult you know, such as your carer, will usually bring you to Family Time and collect you afterwards. Sometimes other safe transport may be arranged. You will be told who is taking you, where you are going and who will meet you.
  • The place: Family Time usually happens in a safe, child-friendly room. It may look like a family room, with comfortable seating, toys, books, games and space for activities. Some rooms may have a kitchen area. Family Time can also happen in the community or another agreed place.
  • Meeting your worker: Before Family Time starts, a Family Time worker will usually meet you and your carer. They will explain what will happen and ask about your likes, dislikes, wishes and worries. Where possible, the same worker will spend time with your family so you can get to know them.
  • During Family Time: Your Family Time worker will be there to help everyone feel safe and supported. They may stay in the room, join in with an activity, help if something is difficult, or give your family some space while remaining nearby. You might talk, play, read, draw, share food or take part in another agreed activity.
  • Your views matter: You can tell your Family Time worker if there is something you enjoy, something you do not like, or something that would help you feel more comfortable. They will listen and share important information with your social worker so that your Family Time can be planned around your needs.
  • Going home: Your Family Time worker will help everyone prepare for a calm goodbye. The adult responsible for your transport will take you back to your carer or agreed destination. It is okay if you have strong or mixed feelings afterwards, and you can talk to a trusted adult about them.

The Family Time worker’s role is to help make Family Time safe, welcoming and as positive as possible for you. You will have opportunities to get to know them, and they will get to know what helps you feel comfortable.

Issues, complaints and compliments

The Family Time Team is committed to creating a safe, welcoming and positive environment for children and their families. Feedback from children and families is important because it helps the team recognise what is working well and identify where the service could be improved.

Every new family is offered a feedback meeting after six weeks of Family Time. This is an opportunity to review how the arrangements are working, discuss any questions or concerns, and share positive feedback or compliments.

Where appropriate, relatives should first raise any concerns with their allocated Family Time worker or the Family Time Manager, who will seek to resolve the matter. If you are unable to contact your Family Time worker, please email SupervisedFamily.TimeService@cambridgeshire.gov.uk.

If you wish to make a formal complaint about the service you have received, please contact the Children’s Complaints and Feedback Team by visiting Children's Social Care Statutory complaints process.