BUCA Training for Overview This comprehensive guide is intended to provide CNT nannies with all pertinent information for assignments in the BUCA service line. It provides information about College Nannies and Tutors, the BUCA program, the delivery of services and expectations for nannies.

Nanny Training What is BUCA? Back-Up Care Advantage (BUCA) is a Bright Horizons’ program that delivers care in a ’s home or in childcare centers – both Bright Horizons’ Centers and non-Bright Horizons’ Centers. The BUCA program provides childcare benefits to selected employees to enable them to continue working when dependents’ needs may otherwise prevent them from being present as an employee. As a BUCA Provider, College Nannies and Tutors is an eligible provider for servicing BUCA childcare needs. As an eligible provider, College Nannies and Tutors follows the care guidelines outlined by Bright Horizons. What is College Nannies and Tutors? College Nannies and Tutors (CNT) is the nation's most complete resource for customized , professional babysitting and tutoring services. College Nannies and Tutors franchise locations have been Building Stronger ® nationwide since 2001 by providing role models from cradle to college. CNT has been a backup care provider for the BUCA program since 2007. Nannies through CNT may often service a combination of BUCA, On-Call and longer-term Placement positions as part of their employment. How does is all work? Families that receive BUCA services are employees of Bright Horizon’s client-partners. These employee families receive childcare benefits through the BUCA program. Nannies through CNT provide BUCA services to these families; however, these families are not customers of College Nannies and Tutors. Therefore, it is very important to understand the processes, procedures and differences for delivering BUCA services. If you have any questions, feel free to ask your CNT manager/supervisor. This Orientation training is intended to provide you, a College Nanny, with more information about the program, how to complete training, what the expectations are for the program and an ongoing reference to utilize once you are providing services.

Goals for Servicing BUCA When providing childcare services to eligible BUCA families, the primary goals of the program are to generate repeat requests for care, create referrals and convert BUCA families into CNT customers for On-Call and/or Placement positions. These are achieved by consistently: 1. Providing exceptional childcare and professional service 2. Exceeding each family’s expectations 3. Receiving “Extremely Satisfied” survey responses 4. Leaving promotional/marketing information behind for each family.

The below formula for accomplishing these goals is through the delivery of a consistent customer experience coupled with high service standards.

GOALS: CONSISTENT HIGH REPEAT CUSTOMER SERVICE REQUESTS + EXPERIENCE STANDARDS REFERRALS

Measuring the Goals The true measurements for success with BUCA services are:  Through the number of repeat requests families make for your College Nannies and Tutors location  By families requesting specific CNT nannies by name for upcoming care needs  Through the number of referrals based on successful care provided Therefore, it is very important to engage BUCA customers who are new to CNT. Ask them how they heard about CNT. Work with your manager on the best processes for inquiring about referrals and how to document those appropriately for later use.

Additional information for reaching goals:  You can be requested by name. This is of tremendous value as it means BUCA families were very satisfied with the service they received and the childcare you provided. They not only wish to have CNT provide services again, but also a specific nanny. This is a goal all BUCA nannies can and should work toward. Be requested by name!  Leave plenty of information about CNT, including marketing and promotional items. For example, each nanny can leave CNT business cards and contact information for the office, Nanny Notes and CNT branded items, like pizza cutters.  Specifically ask each family at the end of a care date for an “Extremely Satisfied” rating (5) on the survey they will receive. Say, “if you feel I’ve done a great job today, I’d really appreciate it if you rate the service with all 5’s on the survey you’ll receive from Bright Horizons. If you don’t feel that is the case, then please contact my supervisor [phone number/email] and let them know what we can do better. Thank you.”  Collectively, the office is aiming for 4.8/5 on all survey responses. This is critical to maintain the professional standards for childcare.

Your CNT office is expected to retain an overall Customer Satisfaction Score of 4.8 or better out of 5 on the survey question “How Satisfied are you with the Nanny who provided your back-up care?” Survey responses of “Extremely Satisfied” are given a 5 and responses of “Satisfied” are given a 4. So, if you receive a survey response of “Extremely Satisfied” on 4 out of 5 care assignments, your overall customer satisfaction score is 4.8.

Bright Horizons provides survey results to your CNT location with a compilation of the survey responses. Your CNT manager may use this information for training and coaching. In addition, your CNT office is part of an ongoing internal program to continue to improve overall customer satisfaction scores for College Nannies and Tutors nationwide.

Therefore, it is in your interest as a nanny and for the company to provide exceptional care, promptly adhere to the BUCA-specific procedures and communicate any and all issues or questions to your CNT manager.

Prerequisites to be an BUCA Nanny Background screen: successful completion of the CNT Standard Screen or the Select (BUCA Select customers only) Previous training in CPR and First Aid Training in the CNT Nanny and Tutor Resource Center  Complete the following tutorials and pass the respective assessments o Orientation > Timesheets o Orientation > Nanny/Tutor Scheduler o NannyU > Nanny Basic Training > 1. Nanny Basics 2. Development 3. Safety & Well Being  Complete the Back-Up Care Advantage Program Nanny Training Module o NannyU > Nanny Basic Training o Pass assessment with a minimum of 95%  Additional training and expectations for service: NannyU > Nanny Education Units o Updating your CNT Nanny Profile via the Resource Center o Updating your Nanny Availability via the Resource Center o Successful Nannying When a is Home (WAHP)  Completion of this NEU + in-person Orientation with CNT manager See CNT Nanny and Tutor Resource Center below for more details

CNT Nanny and Tutor Resource Center The CNT Resource Center is the centralized location for maintaining and updating your Scheduler/Calendar (availability) and Timesheets entries and recaps. Also, helpful resources and ongoing training opportunities are found here for you to increase your skills to continue providing a high level of care. As previously mentioned, the initial training tutorials and quizzes are also found in the CNT Resource Center. The following items need to be updated regularly. Use the training modules under the NannyU to refer back to expectations and steps for keeping these updated regularly.

Timesheets: complete your timesheets within 24 hours of each BUCA assignment. It is important to write a recap - paragraph of 3-5 sentences - to the /family members summarizing the day. Be sure to include at least one positive experience for each child in each timesheet entry as well as any important information the family would appreciate about their child(ren)’s experiences with CNT. Report any issues or important information directly to your CNT manager shortly after care concludes – do not include issues in your Timesheets recaps. Scheduler/Calendar: keep your weekly schedule updated as outlined in the Scheduler training tutorial. It is your responsibility to keep your availability up to date in order to be assigned positions with confidence by your CNT manager. Failure to do so will mean fewer positions assigned. This is a critical aspect of your employment as a College Nanny because your CNT manager relies on your updated availability to make assignments quickly and assist families as needed. Update My Info: keep your information updated through the CNT Resource Center, including current contact information, experience, education, and other details that qualify you as an exceptional role model nanny.  Connect with your CNT manager regarding a current photo  Your personal contact information will not be shared with families  You can opt-in to have your cell phone number sent via family communications (above) NannyU: Initial training is available here and additional training may be added as needed. Use the Resources for ideas in providing care to children.

BUCA Staffing and Communications Providing care to BUCA families follows the CNT Role Model Match™ process. Nannies are selected and assigned to positions based on:  Capabilities: the qualifications and skills required for providing exception childcare  Matching availability: corresponding schedules for requested care day(s) and times  Additional: location, travel radius, specific experience and family/children fit (i.e. interests) CNT managers match available nannies to BUCA cases based on the availability you enter into to the Scheduler/Calendar section of the Nanny and Tutor Resource Center. Therefore, it is critical to keep your availability updated frequently. The expectation is to enter in your regular availability for the next 1-3 months and make updates on a weekly, if not daily, basis. For immediate requests, you may receive an email and/or text communication inquiring about your interest and last-minute availability to staff a specific BUCA case. Often times in these situations, the first qualified nanny to respond usually is assigned to the case. Therefore, check your email and text messages frequently to see if you’ve been assigned a BUCA case. Below are examples of the types of communications you will receive when being assigned to a BUCA case based on the Role Model Match™ information above. (Reference CNET-302-DL, pgs. 12-16 for On-Call/BUCA communications) (Reference Assignment Process visual at end of this packet) Notification Email and Text: sent to you after you have been selected for an position; asks you to confirm the assignment 1. Email o Subject line: Please Confirm! BUCA On-Call Nanny Assignment 5/23/2014 at 8:00AM o Email Body: You have been selected to provide On-Call care to a BUCA customer. Please review the information below, then go to the CNT Resource Center to confirm. Once you confirm, you will receive additional details. If you have any questions, please call your On-Call Team at or . Thank you for helping us Build Stronger Families by being a great role model! o Additional Information in Email: Date(s) & Time(s), Location, Family Last Name, Children (number, gender, age), Description, Link to Resource Center 2. Text: You have an on-call nanny job! Confirm online w/in 1 hr. Questions call or . No reply.

Confirmation Email and Text: after you confirm the assignment through the CNT Resource Center, these communications provide important details for you to prepare for the BUCA assignment and provide exceptional care. 1. Email o Subject Line: Confirmed: BUCA On-Call Assignment on 5/23/2014 at 8:00AM for Smith Family o Email Body: Congratulations! Your BUCA On-Call Nanny Assignment with the Cool family is confirmed. Important details are below. If you have any questions, please call your On-Call Team at or . Please call the family to introduce yourself and confirm your arrival time, their address and any details. Once the assignment is complete, please enter your time and notes in the timecard entry form in the CNT Resource Center. o If there is a variance from this time or number of children, please ask for the parent's signature on the Variance Form before leaving the care location to ensure proper payment. o Additional Details in Email: Date(s) & Time(s), full Address + Map link, Description Parents Info (mother/father name, cell phone, email), Children (full name, gender, age, allergies, interests, needs), Pet(s) + Description 2. Text: On-call Nanny job w/ Smith starting 5/23/14 confirmed. Details in email or online. ?s call . No reply. 3. Family Confirmation Email and Text: Note that the family also receives a confirmation email containing your first name and first initial of your last name, your cell phone (if you opt-in with your CNT manager), your photo, directions to call or email the CNT office for questions, confirmation of the dates and times of care and children to be cared for, and a reminder about a signature needed on the variance form if time has gone over. The family also receives a basic confirmation text for the date of care. Reminder Email and Text: sent 6:30pm local time the evening before the first day of an assignment. These contain the same details as the confirmation email. For multi-day assignments, the Reminder email and text is sent prior to the first day only. 1. Email: o Subject Line: Reminder: BUCA Assignment for Family tomorrow o Email Body: This is a friendly reminder that you are scheduled for a BUCA On-Call Nanny assignment with the Smith family tomorrow, 5/23/14 at 8:00AM.

2. Text: Reminder of On-Call Nanny job w/ family starting 5/23/14. For details check email, online, or call . No reply. Cancellation Email: sent if the assignment was confirmed and then cancelled. Note the family also receives a cancellation email. There is no cancellation text message. 1. Email: CANCELLED: BUCA Assignment on 5/23/14 at 8:00AM for Family Scheduler/Calendar: Use the Scheduler/Calendar in the CNT Resource Center to see a week view of the BUCA assignments for which you are scheduled. Hover over or click on the title of each case for more detailed information.

Consistent Customer Experience and High Service Standards A consistent customer experience means that a BUCA customer can expect the same greeting, quality of care, communication standards and conclusion of care across all CNT nannies and national locations. Consistency allows families to trust the services CNT provides, the company brand and you, the nanny. This is an important opportunity as BUCA families will repeatedly request nannies and the offices by name as well as refer their co-workers. Also, positive experiences reduce the natural anxiety or uncertainty any family may feel when meeting a new nanny for the first time. A professional appearance and dress code are also essential in meeting this consistent customer experience.

Nanny Expectations (Reference Assignment Expectations visual at end of this packet) Required forms are referenced in purple and explained in more detail in the next section

An Introductory Call from the Nanny in Advance  For same day and next day cases, call immediately upon receiving confirmation from office  For cases 2+ days out, call no less than 24 hours before start of care  Use the Nanny Checklist to ask appropriate questions, obtain necessary information for care, and confirm address and contact information

Prompt, Prepared and Organized  Arrive 15 minutes early with Nanny Bag ready to go for the day  Confirm the information recorded on the Nanny Checklist – from the Introductory Call  Know the names, ages, and needs of each child and says hello to each child by name upon arrival (as well as parents)  Have BUCA Service Authorization and details found within the document  Seek clarification on any items discussed on the Introductory Call as well as any other questions you have upon arrival Professionalism: Dress Code/Appearance  Professional yet comfortable: remember that you will be playing on the floor and outdoors with children. Wear clothes that will enable you to be actively engaged with children comfortably  White or gray shirt (no t-shirts)  Khaki pants, jeans, or shorts  Wear laminated name badge on lanyard  Identification: it is important that your affiliation with CNT is evident

Professionalism: Attitude  Arrive with a smile and shake parent/guardian’s hand, saying “Hello, I’m from College Nannies and Tutors.”  Arrive in a positive mood ready to greet the children and begin care immediately  Listen to families and confirm what they heard

Gather Information to Provide Exceptional Childcare  Ask detailed questions to the parent regarding the children’s needs, including any special dietary restrictions or sleeping arrangements  Continue to ask important questions about the children, routine, home needs, concerns or potential issues and any other information relative to the day  NOTE: a new Nanny is not sent to same day/next day cases. New nannies go through training and coaching prior to providing an BUCA care Child Engagement + Activities  Nanny Bag: This is provided by your CNT office. It will contain a variety of resources you can use on the job with children. Feel free to add small toys or games of your own as well. It will also contain copies of the various forms you need to deliver an overall quality experience for the family and children  Be sensitive to needs of children, including understanding transitions, knowing their eating and sleeping schedules, and handy with distractions  with children, use items from Nanny Bag and suggest games and toys from found in the home to use with the children  Follow care instructions  Be approachable and friendly  Be empathetic and caring  Do not text with friends during care or use cell phone for personal reasons

End of Care Day  Nanny Report completed to show events of day to parents  Verbally mention one or more highlights of the day to the parent/guardian before leaving  Complete online Timesheets with quality recaps within 24 hours

Customer Touch-points and Required Forms Note: items in purple are forms that nannies receive from their CNT office (Reference Assignment Expectations visual at end of this packet)

Before Care  Make Introductory Call to parent/guardian  Use Nanny Checklist as a guide to ask specific questions about the care needs so you can arrive prepared  Stock your Nanny Bag

During Care  First Impressions are important!  Arrive early  Arrive with a smile, eye contact, and a handshake!  Say, “Hello, I’m ______from College Nannies and Tutors.”  Greet child(ren) by name  Engage children immediately  Ask any follow-up questions that were not addressed in your Introductory Call  Ask the parent/guardian to complete a Nanny Note if necessary . Nanny Notes are used for specific for the day that can be left in the home for parents to prepare prior to a Nanny arriving

Post-care  Complete a Nanny Report  Provide a 2 minute recap of the day in person to the parent/guardian  Mention at least one specific thing that you and the child(ren) did together  “Thank you for using College Nannies and Tutors. Next time, you may request us directly by asking for College Nannies and Tutors of [office name] or by asking for me by name if you feel I did an excellent job.”  Say goodbye to the children and tell them you had fun together  Complete the Variance Form with the parent/guardian if care runs over – this is important to complete if the actual service time is different than the Service Authorization given by the CNT manager  Complete your online Timesheet in the Resource Center and provide a detailed recap in the description

Restrictions for BUCA Assignments BUCA Nannies are not allowed to administer medication to children BUCA Nannies are not allowed to drive children Children are not allowed to play in a body of water (pools, bathtubs) No visitors under 18 years old Summer Reminders  Bug spray o Children over 2 MONTHS old only o Only ONCE per day o No aerosol cans o DEET ok  Sunscreen o SPF 15 or higher o Children over 6 months; younger only with doctor’s note o No aerosol cans  Water o No pools o Outdoor hoses are okay o More water situations– see below

Assignment Process REQUIREMENTS: Current availability for scheduling  Timely responses  Excellent communication with CNT manager

Set Receive Review Confirm Receive Make availability assignment assignment assignment Confimation Introductory notification + Details Family Call •via Resource •text message, •via email and/or • via Resource Center •via email and/or •At least 24 hours Center email Resource Center Resource Center before start time if •You will be 2+ days out assigned based •Immediately if same on the Role day or next day care Model Match •Use Nanny CHECKLIST* to review care needs

Assignment Expectations GOALS: Customer Survey responses of “Extremely Satisfied”  Repeat requests back to same home  Referrals

Prepare for care Arrival During Departure After assignment assignment assignment

•Receive Reminder •Wear ID badge •Engage children •Provide verbal recap •Call supervisor to text and/or email •Introduce yourself •Follow care of day discuss placement if first assignment •Review care •Smile and shake instructions •Request VARIANCE FORM* is signed if with a new family details hands •Be approachable •Greet family and friendly applicable •Discuss any issues •Know family members by name •Be empathetic and •Leave Nanny that arose, if members' names applicable •Wash hands caring REPORT* and CNT materials •Complete online •Stock Nanny BAG* •Review expectations •Do not use family Timesheet in •Pack a lunch with family member computer or •Say goodbye to children and Resource Center •Collect important personal phone •Map the route highlight a fun part within 24 hours info using NANNY •Leave the home •Dress of the day NOTES* neat and tidy professionally + •Thank family for •Engage children •Do the dishes comfortably allowing you to care for their children

*Materials provided by (Nanny Bag, Nanny Checklist, Nanny Notes, Nanny Report, Variance Form

Customer Testimonials – Survey Results What Extremely Satisfied BUCA families have said about receiving care from a College Nanny:

“Amy was very professional and our son got acquainted with her very soon after meeting her. She read books to him based on our mentioning that he liked to read. She also left a very nice note on what his activities were that day and how his general mood and behavior was. We did not ask her to do this. We were very pleased with her.” Mother in NYC utilizing corporate sponsored back-up care