Questions frequently asked by parents
As mentioned in all information from Kroostopvang, agency fees are billed per child. We bill these fees in order to be able to offer our package of services to you and to the childcare provider. These agency fees also make up part of the hourly rate of the childcare and are paid as part of the childcare benefits.
Agency fees consist of childcare provider coordination costs and accounting costs. The childcare provider coordination costs include, among other things, salary of the childcare coordinator, salary of the policy employee, staff and management, location costs for Kroostopvang, depreciation of assets, a part of the office and administrative costs, trainings and educational costs for childcare providers, recruitment costs, which have to do with recruiting childcare providers but also the recruitment costs for childcare providers to ‘recruit’ children for care, costs of information provision, including our newsletter and this website. The accounting costs include salary of our account managers and costs of our software, in addition to a part of the office and administrative costs.
This package of services includes, among other things: the recruitment/selection of childcare providers and parents by placing advertisements and by distributing brochure materials, the coordination of the childcare from start to finish and the administrative handling of the childcare.
The coordination of the childcare includes, among other things, making home visits to the childcare provider, supporting the childcare provider with advice and coordination, evaluation discussions about the care, offering trainings and continued education to childcare providers and parents (with gatherings and with e-learning activities), the annual update of a risk inventory, providing replacement care in the event of illness of holidays of the childcare provider and insuring the childcare provider during the hours that she provides care for the children.
For the administrative handling of the childcare, there is a dedicated team of five administrative employees.
In addition, we also have an informative role toward childcare providers and parents. We carry out this task by means of the regular publication of our informational newsletter, by keeping our website and our Facebook page current and by offering comprehensive informational folders to parents and childcare providers at the start of the care. Input and feedback are also appreciated: Kroostopvang has a parents’ committee that consults with Kroostopvang a number of times per year and supports us with advice and recommendations in various areas.
If you have already been making use of childcare, then you know that in this sector there are a great many (governmental) changes. The most current information for parents and childcare providers can be found on the website and gives a much more comprehensive answer to the question above. You can find this information folder in downloads when you log in on the site. After logging in, ‘downloads’ appears in the blue bar.
The rate includes the childcare provider compensation per hour and agency fees per month. This means that there is not a single hourly rate. You can request a quote from us for the number of hours of care that you think you need.
If you work as a teacher in education or you are otherwise free during school holidays, then we will look for a childcare provider who is prepared to only provide care for your child during school weeks. Your child does not go to childcare during the school holidays, and you then do not have to pay for this either.
Are there other periods during which you do not need care? Discuss this during the intake meeting with the childcare provider coordinator, and we will take it into account in our search for a childcare provider for you.
Holidays are paid to the childcare provider. The following are counted as holidays; New Year’s Day, Easter Sunday and Easter Monday, King’s Day, Ascension, Pentecost Sunday and the following day, Liberation Day (every 5 years, next in 2020), Christmas Day and Boxing Day.
If holidays fall in a period that is noted in the agreement as a period during which in principle no care is provided, then this holiday is not paid to the childcare provider. Two notes about this:
If a holiday falls during the holidays of the childcare provider, then this will be paid;
Easter and Pentecost are in principle not counted as part of the school holidays. These holidays will be paid if there is a contractual agreement for no care during school holidays.
We will process your registration for out-of-school care and search our files for a childcare provider who wants to provide this care. Most childcare providers offer care to 0 - 4 year olds, and there are few childcare providers who wish and are able to provide out-of-school care.
In principle, we do not advertise for out-of-school care. It is our experience that there are few or no responses to these advertisements. If we have a place, then we will let you know.
If your child is already in care with a childcare provider and he or she is turning 4 years old soon, then it may be possible that your childcare provider would be willing to provide care before and after school. Feel free to ask her about this.
Yes, it is a condition of our coordination agreement that we enter into with you. In the past, we did not have this condition, but the experience was that parents paid late. The accounting position for Kroostopvang became very labour-intensive and thus very expensive. We also could not pay the childcare provider or could not pay on time, which sometimes led to the care having to be stopped. It is unfortunate if the care of your child is satisfactory, your child and childcare provider get along, but it has to be stopped due to payment issues. If you do not choose automatic debit, then you pay an extra € 2.60 per month.
If an automatic debit does not clear, we also ask for € 2.50 for our extra administrative costs. If the childcare provider has already been paid when the automatic debit is returned, then we ask € 7.50.
The childcare benefit that you receive is for the coming month. Suppose you receive a benefit payment on the 20th of July; this benefit is for the month of August. We debit the childcare costs for the month of August between the 23rd and the 26th of August. The childcare benefit for the month of August was already received on the 20th of July.
We process automatic debits between the 23rd and the 26th of the calendar month, so that we can be sure that we can pay your childcare provider at the end of the month. It unfortunately happens that an automatic debit does not clear. We ask that you provide speedy payment yourself in this case. No second collection attempt will be made.
If the invoice is not created on the 1st of the month, but later, then it can happen that this invoice will not be included in the automatic debits that are processed. Then it will be debited one month later. An invoice can be created later in the case of childcare that we arrange quickly and where on the 1st of the month it was not yet known when the childcare would begin and on which days and/or times. Later corrective invoices are also made as a result of issues with the statement of hours (more or fewer hours). It can happen that the statement of hours that the invoice concerns was not received in a timely manner (during the 1st half of the calendar month), and in that case the invoicing shifts to the following calendar month. In other cases, we ask that you contact your account manager.
If you would like to have your child in care with your childcare provider on other days and/or times than those previously agreed, then first discuss this with your childcare provider. She is the one who determines what she wants to and can do. If your childcare provider agrees with a change, then notify your childcare coordinator or your account manager at the office of the change at least one month in advance. This way, we can ensure proper administration as far as the invoicing is concerned, and this prevents unnecessary corrections afterwards.
You can terminate a part of the days/childcare hours. For (partial) terminations, a period of notice of one month is required
You can continue bringing your child(ren) on the agreed days, but if it is necessary for you to have childcare on different days, then this means that the childcare with your current childcare provider will have to be terminated. Contact your childcare coordinator as soon as possible. After consulting with you, she will search for another solution; this can mean that your children will be cared for by another childcare provider. Keep in mind that there is a required period of notice of one month with your current childcare provider.
Between 07:00 and 09:00 on workdays you can call 06-16695557. This telephone will be answered by one of our employees who will try to arrange replacement care for you. If the telephone is not answered immediately, leave a message, and you will phoned back as quickly as possible. After 09:00, you can call the childcare coordinator or the office. Only call this number between 07:00 and 09:00 if you urgently need childcare, not for questions of a general nature or to report that your childcare provider is ill and that you do not need replacement. If you have previously made use of replacement care, you can also contact that childcare provider directly.
Yes. Just as you can terminate the care with a period of notice of one month, the parents with children in care can also terminate the placement. The same rules apply to the parents; a contract can be terminated on any day of the month, with a period of notice of one month
We take the unborn brother or sister of your child into account in scheduling. But we always do this in consultation with the childcare provider. There are childcare providers who are happy to reserve a space for your baby, but we also have to take into account that caring for children by childcare providers is their work and their source of income. Holding an open space can mean for her that she is losing months of income. If the childcare provider cannot handle this financially, or does not want to, we will search for a childcare provider for you who can provide care. We never place children from one family with different childcare providers.
No, you do not have a right. We can never guarantee replacement, as we depend on the availability and the preparedness of our childcare providers. What we do have is an obligation to make our best effort. We have many childcare providers in our files, currently nearly 300. It is rare that we cannot offer you a replacement childcare provider. It can happen that we offer you a childcare provider in a different town or neighbourhood.
Our childcare coordinators work from their own homes at irregular times, as well as regularly working on the road. This can involve intake meetings with parents and childcare providers at their homes as well as conducting home visits. Always leave a message; she will call you back, either the same day or the following workday. You can also always e-mail her. Click here for the e-mail addresses of Kroostopvang. In addition, you can reach the team of financial and administrative employees at the office with questions or comments about payments and invoices daily between 09:00 and 17:00 and on Wednesdays until 12:00. Telephone number: 0252-215835.
If something about the care itself is not according to your wishes, then always discuss this first with your childcare provider. If you cannot come to a resolution, then contact the childcare coordinator. She will work with both of you to find a solution.
If you are not satisfied with your childcare coordinator, then, again, first bring this up with your childcare coordinator. If you cannot come to a resolution with her, then you can present your complaint to us in writing. You can do this by writing a letter or by e-mailing us: email@example.com. Your complaint will be handled according to our complaints procedure. You can review the complaints procedure after logging in on the site. In the blue bar, ‘downloads’ will become visible.
We also remind you of your right to submit your complaint to our external complaints committee, Zuid-Hollandse centrale Klachtencommissie Kinderopvang (South-Holland central Complaints Committee for Childcare; ZcKK). We consider the recommendation made by ZcKK as binding.
We invoice the childcare costs for a given month in the first half of that month. These costs are based on the care as agreed in the contract with the childcare provider. If the childcare provider has been ill or has provided care during extra hours, then it can happen that we only know this after the invoice has been generated, and we then correct it in the following month.
We strive to process corrections, extra hours and non-billable hours as quickly as possible.
Report all your comments and questions about the invoice to your account manager at the office, preferably by e-mail: firstname.lastname@example.org.
The invoices are generated in the first half of the calendar month; during the week that follows, we receive many questions about the invoices. It is best for us to receive your questions and comments by e-mail. We strive to correct errors on an invoice within two weeks.
The Tax Service has a separate website for this: http://www.toeslagen.nl/. This site explains how you can apply for your benefits.
If you need help with filling in the childcare benefits form, you can always turn to us. Kroostopvang is a benefits intermediary and therefore has direct contact with the benefits department of the Tax Service.
Unfortunately, since 1 January 2014, that is no longer possible. The Tax Service has tightened the conditions that a childcare institution must meet in order to be able to have benefits paid to the childcare provider directly. Meeting these new requirements would incur such high costs for us that we have decided to forego this option.
70% of my hours worked?
The parent has the right to childcare benefits for daycare until the moment the child goes to school and to out-of-school care. The Tax Service monitors this through an information exchange with the Department of Education. This way, the Tax Service knows exactly when a child goes to school and thus no longer goes to daycare. A four-year old is not yet required to go to school and can thus continue making use of daycare until the age of five. In the event that a child turns four during holidays and begins school – and out-of-school care – after the school holidays, it is possible for parents to continue receiving benefits for daycare until the child actually begins school.
Questions frequently asked by childcare providers
The payment to you will be transferred by us on the last workday of the month. Depending on your bank, it can take a few days before it is deposited. Our bank is ING; if you also have an account with ING, it can be deposited the same day.
We collect the childcare fees from the parents between the 23rd and the 26th and then pay the collected compensation to the childcare provider within 5 calendar days. It regularly happens that an automatic debit does not clear, and we have to get into contact with the parent in order to be able to receive the payment. This process can take several workdays. As soon as we have received the payment from the parent, we deposit it to the childcare provider.
Parents must have time to arrange replacement care. Sometimes, they can arrange the care themselves during your holidays, by taking the same holidays or by having the children stay with friends or family. But often they ask us for replacement care. We need the time to find a good replacement childcare provider for the children in your care.
Inform the parents of the children in your care as quickly as possible that you are ill and cannot provide care. You do not have to call the agency immediately. You can inform us of your illness on the same day during office hours, or one day later. We would like to know this, in connection with the invoicing. The parents themselves are responsible for asking for replacement care; you do not have to take care of that. Parents have a telephone number that they can call between 07:00 and 09:00 in order to request replacement care.
Do not call the office at 07:00 in order to report your illness. At 07:00, there is no one in the office and nothing will be done with your report of illness.
We only pay the childcare provider’s compensation when the parents have paid the invoice. Kroostopvang has a purely accounting function. We will send the parents an immediate reminder to pay. Should this take too long, then we will discuss with you and the parents whether the provision of care has to be stopped. However, as soon as the compensation has been received, we transfer the money immediately to the childcare provider.
Report all your comments and questions about your compensation overview to your account manager at the office, preferably by e-mail: email@example.com.
The invoices and compensation overview are created in the first half of the month, and in the week that follows, we receive many questions about them. It is best for us to receive your questions and comments by e-mail. We strive to correct errors on your compensation overview within two weeks.
the end of the month.
It can happen that the extra hours are received by us after the automatic debit from the parents has been generated. The settling of over- and under-hours shifts in that case to the following month.
If a compensation overview is created in the middle of the month, then the invoice is also created in the middle of the month, and we have not yet been able to collect this amount from the parents. The billing is done around the 24th of the following month, so that you will not get paid for those extra hours until the end of that following month.
In principle, it is up to the childcare provider to have sufficient supplies (a (camping) bed, high chair, toys etc.) in the home in order to provide care for children. During an introductory meeting, an inventory of all that is needed will be made, as well as an indication of what more may be needed and who will provide it.
An overview of the diplomas that serve as qualifications for childcare providers can be found here. If you do not have a diploma that qualifies you as a childcare provider, then as an incoming childcare provider, you can secure the MBO Helpende Zorg en Welzijn (Health and Welfare; HZW) diploma.