Who is The Grove Agency?

The Grove is a Melbourne childcare agency founded by Felicity McGrath and Tahnee Jones.
We match families with experienced nannies and babysitters, then look after everything
behind the scenes.

How is The Grove different from other agencies?

Many agencies introduce you to a carer, then step back. The carer works as an independent
contractor, and you pay them directly and sort out tax, super and insurance between you.

We do it differently. Every Grove carer is our employee. We pay their wages, super and
WorkCover, hold the insurance, and handle payroll. You receive one invoice from us and
nothing else to manage.

Which areas do you cover?

We currently place carers across Melbourne suburbs. If you’re unsure whether we cover
your area, ask us.

How are carers vetted?

Every Grove carer completes all six steps before they meet a family:

1. Online application with a full work history
2. Interview, in person or by video, with Felicity or Tahnee
3. Verification of a current Victorian Working with Children Check and First Aid certificate
4. At least two reference checks
5. A situational scenario assessment, testing how they’d handle real childcare situations
6. Photo ID verification

What qualifications do your carers hold?

All carers hold a current Victorian WWCC and a First Aid certificate including CPR.
Some also hold early childhood qualifications. Each carer’s profile lists their
experience and qualifications.

Do you check that credentials stay current?

Yes. We track expiry dates and require carers to renew before a certificate lapses.

How do I book?

Submit an enquiry through the booking form on our website / app or send us an email.
We’ll call you to talk through your family, your children’s ages and routines, the hours
you need, and what matters most to you in a carer.

How long does it take to find a nanny?

It depends on your hours, location and requirements. We’ll give you an estimate in your
first call. Being flexible on days or start times usually helps us find the right carer sooner.

Can we meet the carer first?

Yes. For nanny placements we arrange a meet-and-greet before anything is confirmed,
so you and your children can get to know them. Casual bookings will not require a
meet-and-greet.

How much does it cost?

Our current rates are on our pricing page. Rates include GST.

Why is your hourly rate higher than some other agencies?

Because our rate is the whole cost, not just the carer’s pay. It covers:

• The carer’s wages under the Miscellaneous Award 2020, including any loadings
• Superannuation
• WorkCover insurance
• Public liability and professional indemnity insurance
• Payroll, recruitment, vetting and replacement cover
• GST

With a contractor-model agency, the headline rate is often only the carer’s pay.
Super, insurance and any employer obligations can then fall to you.

How do we pay?

We invoice you fortnightly for the hours worked, and you pay The Grove by direct debit.
You never pay your carer directly, and there’s no cash to hand over at the end of a shift.

Do you charge GST?

Yes. The Grove is registered for GST, and every invoice shows the GST amount.

Who employs our carer?

The Grove Agency does. We are the employer of record for every carer we place, employed
under the Miscellaneous Award 2020. Your carer works in your home, but their employment
contract is with us.

Do we need to pay super, tax or WorkCover?

No. We withhold tax, pay superannuation, and hold WorkCover for all our carers.
Payroll runs through our Single Touch Payroll system and reports to the ATO.

Is our carer insured?

Yes. The Grove Agency holds public liability and professional indemnity insurance.

Do we need our own insurance?

You don’t need insurance for your carer’s employment. We still suggest checking that
your home and contents policy suits having someone working in your home.

What can we expect from a Grove carer?

Every carer follows the Grove Carer Code of Conduct. Your children’s safety and engagement
always come first. Carers keep personal phone use to a minimum while children are awake,
and use it only to contact you or in an emergency.

What duties does a carer take on?

Care duties include supervising play and learning, meals and snacks, nappy changes and
toileting, naps, bath time, and school or kinder pick-ups. Carers also do light
child-related housework, such as:

• Tidying toys and play areas
• Preparing children’s meals and cleaning up afterwards
• Loading and unloading the dishwasher
• Washing, folding and putting away children’s clothes

General cleaning, adult laundry and errands aren’t included unless agreed in your
Household Service Agreement.

Can our carer drive our children?

Only if agreed in advance and subject to our driving policies.

How will our carer keep us updated?

Your carer will contact you as soon as a booking is confirmed. We encourage a quick
update during or at the end of each shift covering meals, sleeps and anything you
should know.

What if our child or someone at home is unwell?

Please let us and your carer know before the shift starts. Your carer can choose not
to attend when someone in the home is unwell. If a carer arrives without warning to
find someone sick and chooses to leave, a minimum charge of 2 hours applies.

What if our carer is sick?

Grove carers don’t work while unwell. Your carer will tell us and you as early as
possible. We’ll then try to arrange a replacement carer.

How does the replacement service work?

If your regular carer is sick, on leave or unavailable, we’ll offer a replacement
from our vetted team wherever we can. Replacement carers meet the same standards as
your regular carer.

What if we need to cancel a shift?

Please give at least 2 hours’ notice. Shifts cancelled with less notice are charged
at the equivalent of a 3-hour shift, because your carer is still paid for the booked
time under the Award.

What happens when our carer takes leave?

We’ll agree leave dates with you in advance and offer a replacement carer for that period.

How do we change our hours or finish up?

Contact us, not just your carer. To change hours or end a nanny placement, we need
2 weeks written notice, as set out in your Household Service Agreement. This lets us
give your carer proper notice under their employment contract.

What if the match isn’t working?

Tell us early. We’ll talk it through with you and, if needed, find a better-suited carer.

Can we hire our Grove carer directly?

Not while they’re placed with you, or for 6 months after the placement ends, without
our agreement. If you’d like to employ your carer directly, talk to us: a placement
fee applies. This protects the investment we make in recruiting, vetting and employing
every carer.

How do you handle our family’s information?

We collect only what we need to arrange care and handle it under the Privacy Act 1988.
Your details are shared with your carer only as needed for them to care for your children.
See our Privacy Policy for full details.

What if we have a concern about our carer?

Contact Felicity or Tahnee directly. We take every concern seriously and will respond
within 24 hours. Anything involving a child’s safety is escalated immediately and
reported to the relevant authorities where required.

How do we get in touch?

• Phone:
  Tahnee 0422 394 112
• Email:
  tahnee@thegroveagency.com.au
  or
  felicity@thegroveagency.com.au
• Enquiry form:
  Contact The Grove
• Instagram:
  thegroveagency_nannies

We’re available 9am–5pm with an after-hours contact for urgent issues during bookings:
Tahnee 0422 394 112.