Local Representative

Manual Section 1: Introduction to

Agent Au Pair

3 The History of Agent Au Pair & Contact Information

4 Local Rep Responsibilities & Local Rep Agreement

5 The Rep Portal

6 Technology, Communication & Social Media

7 Professionalism & Client Relations

8 The Department of State Rules & Regulations

9 Reporting Incidents to Agent Au Pair

10 Au Pair Requirements & Au Pair Agreement

11 Host Family Requirements & Host Family Agreement

12 The Host Family & Au Pair Portals

13 The Au Pair and Host Family Household Guide

Table of Contents

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The History of Agent Au Pair & Contact Information

Agent Au Pair is a US Department of State designated J-1 Visa Au Pair Program Sponsor, which has placed au pairs across America for more than 20 years. LPI Learning is the global marketing partner of AuPair.com, the leading resource for connecting au pairs and host families across the globe. Agent Au Pair is the exclusive US J-1 Visa Program of AuPair.com.

Agent Au Pair was founded in 2001 in San Francisco, CA and was acquired by Legacy Partners International, Inc. (LPI) in New Haven, CT in 2016.

LPI Learning programs include our Study in the USA and Renzulli Creativity Programs, Agent Au Pair, AuPair.com USA, GeoVisions Teach Abroad, Volunteer, International Au Pair & Tutor Abroad opportunities and the Renzulli Learning System.

AGENT AU PAIR CONTACT INFORMATION

Mailing Address: 837 Whalley Avenue New Haven, CT 06515 USA Main Office: 1 (800) 459-9912 Fax: 1 (415) 766-4345 Au Pair Emergency After Hours: 1 (415) 376-0202The Responsible Officer is: Michael DiMauro – 1 (203) 435-1876 The Alternate Responsible Officer is: Jodi DiMauro – 1 (203) 435-1186

Save this number in case of emergency.

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Local Rep Responsibilities & Local Rep Agreement

The LPI Independent Contractor Agreement is the legal contract that outlines the relationship between you (as Independent Contractor) and LPI Learning.

As a Local Representative, you are the main point of contact for our host families and au pairs. Local Representatives are expected to meet the expectations outlined in the Local Rep Job Description and act in accordance with Agent Au Pair policy and procedure.

Local Reps have a unique challenge as they must ensure the well-being of au pairs while enforcing program rules and providing top-notch customer service to our valued clients, the host family.

In case of performance issues:

❏ The Local Rep will be notified in writing of any performance issues and will be offered a counseling session with their supervising manager to correct and resolve the issue.

❏ The Local Rep may be given an opportunity to complete a performance review period with specific goals and expectations to be reached within a certain timeframe. Additional support and training opportunities may be offered.

❏ Termination of services is only implemented as a last result when the supervising manager deems necessary and after the Local Rep has been given an opportunity to improve.

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The Rep Portal

All of our active Local Representatives receive a personalized account in our Local Rep Portal with a login and password. It is in the Local Rep Portal that you will submit reports for the services you provide as a Local Rep. Report submission prompts compensation in future payroll cycles.

Reports submitted in the Local Rep Portal include:

In-Home Interview Report DUE 4+ weeks prior to Au Pair arrival

48-Hour Call Report DUE within first 48 hours of Au Pair arrival

2-Week Orientation Report DUE within first 2 weeks of Au Pair arrival

Monthly Report DUE for every Au Pair between the 1st-15th of every month

Placement Bulletin DUE upon initial complaint of a placement issue

Mediation Report DUE upon completion of a manager approved mediation

Transition Report DUE upon manager request when a placement ends early

New Local Rep Intro Report DUE with manager approval for intro meeting

LOgin credentials are provided during stage 2 of the Local Rep onboarding and training process. Stay tuned and return to this page.

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Technology, Communication & Social Media

Local Reps provide and maintain their own email addresses as Independent Contractors. It is recommended that Local Reps create a professional email account to be used for their work with LPI Learning and Agent Au Pair. We recommend that you sign up for a free Gmail account.

Local Representatives must be readily prepared to use the following applications to message, video chat and stay connected. Download and familiarize yourself with the following applications.

Simple, secure messaging and calling for free*, available on phones all over the world

Create a group chat for au pairs to share messages, photos, and videos.

Follow Agent Au Pair on FB

Join our private group, Agent Au Pair Connection

Friend and follow au pairs on FB. If you prefer, you can create an account just for Agent Au Pair.

Reliable, quality group meetings for up to 40 minutes &Unlimited one-on-one Meetings

Breakout rooms for larger groups or 1:1 check-ins during meetings

No download required.Just sign in to your existing Google Account.

Closed Captions CC perfect for English Language Learners

Schedule meetings in Google Calendar and sent invites in one step.

Unlimited group calls with ring and notification options to let participants know when the meeting is starting

Don’t have a Google Account? Sign up for free.

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Professionalism & Client Relations

KNOW YOUR STUFF

Be a program expert. Be able to answer common questions and know which relevant resources to reference.

BE ACCESSIBLE

Respond to communication during your next scheduled office hours and within no more than 48 hours.

BE PUNCTUAL & RELIABLE

Everyone’s time is valuable and the host family is paying for yours. Show up prepared and on time. Give you full attention for scheduled meetings.

SHOW EMPATHY

Imagine they are your friend and show them that you care. Listen and relate. Validate and de-escalate feelings.

HAVE A SOLUTION-BASED APPROACH

Manage expectations up front. Change the focus from what went wrong to how you can make it right.

BE NEUTRAL

Be a neutral, third party support. Don’t point blame or choose sides. Stick to the facts and rely on program guidelines.

LOOK THE PART

Be well-groomed and polished in snappy casual attire. Make eye contact and smile. Stand up straight and practice good posture.

TAKE THE LEAD

Set the tone and let program participants know what to expect.

"Always begin with: 'So that I can better serve you, do you

mind if I ask a few questions?'" - Jodie Shaw

"Your most unhappy customers are your greatest

source of learning." - Bill Gates - Amanda Austin

"People do not care how much you know until they

know how much you care." - Teddy Roosevelt - Paige

Arnof-Fenn

6 Traits of a True Professional

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The Exchange Visitor Program fosters global understanding through educational and cultural exchanges. All exchange visitors are expected to return to their home country upon completion of their program in order to share their exchange experiences.

It is important that you fully understand the program as a Local Representative (LCC). The Department of State Au Pair Exchange Program Brochure explains the Au Pair program and answers some frequently asked questions.

Agent Au Pair and its Local Representatives share the responsibility of administering the program, within the regulations set by the U.S. Department of State as outlined in the Department of State Au Pair Regulations.

Visit j1visa.state.gov to learn more.

The Department of State Program Rules & Regulations

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Reporting Incidents to Agent Au Pair

The State Department mandates that sponsors shall fully monitor all au pair exchanges, and at a minimum shall require that all local and regional counselors (Local Reps / LCCs) are appraised of their obligation to report unusual or serious situations or incidents involving either the au pair or host family directly to the sponsoring agency management.

Serious situations that could endanger the health, safety, or welfare of an exchange visitor as outlined in the chart below MUST be reported by the Local Rep to Agent Au Pair immediately by submitting a Placement Bulletin, no exceptions. Agent Au Pair management will determine the best course of action and advise you of next steps.

This process must be carefully documented in case of future litigation or involvement of the U.S. State Department. Save email and text communication regarding any incidents. Gather and as much factual information as possible. Keep a timeline of events.

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Au Pair Requirements & Au Pair Agreement

Read about the J-1 Au Pair Program Au Pair Requirements

Au Pairs must be:● Proficient in spoken English;● A secondary school graduate or equivalent; and● Between 18-and-26-years-old.● Capable of fully participating in the program as evidenced by the

satisfactory completion of a physical.● Personally interviewed, in English, by an organizational representative

who shall prepare a report of the interview which shall be provided to the host family; and

● Successful in passing a background investigation that includes verification of school, three, non-family related personal and employment references, a criminal background check or its recognized equivalent and a personality profile. Such personality profile will be based upon a psychometric test designed to measure differences in characteristics among applicants against those characteristics considered most important to successfully participate in the au pair program.

All Au Pairs who participate in our program must agree to and sign an Au Pair Agreement with the agency. Local Reps must read the Au Pair Agreement and act in accordance with the contractual obligations outlined within this legally binding contract.

The Au Pair Agreement is an excellent resource that answers many common program questions. It is imperative that the Local Rep is familiar with this document and can refer Au Pairs back to it.

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Host Family Requirements & Host Family Agreement

Read about the J-1 Au Pair Program Host Requirements.

Host families are required to:● Pay up to $500 toward the cost of the au pair’s required academic course

work;● Provide an appropriate suitable private room and three meals a day for the

au pair;● Be U.S. citizens or legal permanent residents fluent in spoken English;● Pay a weekly minimum stipend based on the program option selected;● Give the au pair one complete weekend off each month (Friday evening

to Monday morning);● Facilitate the care provider’s requirement to enroll in and attend an

accredited post-secondary institution to fulfill her Educational Component requirement;

● Provide a minimum of two weeks paid vacation for each 12 month exchange term (prorated for extension periods of six or nine months), in addition to regular weekly/monthly time off;

● Include the au pair whenever possible in family meals, outings, holidays and other events; and

● Host families and Au Pairs must sign an Agreement detailing the au pair’s obligation to provide child care prior to the Au Pair’s placement in the host family’s home. In the event of questions regarding refunds or other adjustments, host families and au pairs should refer to their agreements.

All Host Families who host an Au Pair with Agent Au Pair must agree to and sign a Host Family Agreement with the agency. Local Reps must read the Host Family Agreement and act in accordance with the contractual obligations outlined within this legally binding contract.

The Host Family Agreement is an excellent resources that answers many common program questions. It is imperative that the Local Rep is familiar with this document and can refer Host Families back to it.

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The Host Family & Au Pair Portals

The Au Pair Portal and Host Family Portal host a wealth of program information. These online resources are accessible on our website and are designed to offer guidance to au pairs, host families and local reps throughout the program year.

Local Reps are expected to utilize these portals to seek answers to frequently asked questions and to encourage hosts and au pairs to reference them often as well.

The Local Rep should review the Au Pair Portal and Host Family Portal during the in-home interview and orientation.

Au Pair Portal❏ Au Pair Training School❏ Benefits❏ Educational Requirement❏ Frequently Asked Questions❏ Resources by State❏ Documents

Password: aupair

Host Family Portal❏ Frequently Asked Questions❏ Household Guide❏ Family Friendly Apps❏ Documents

Password: hostfamily

The answers you seek are a click away!

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The Au Pair and Host FamilyHousehold Guide

Agent Au Pair uses the Au Pair & Host Family Household Guide to manage program expectations between hosts and au pairs.

The Guide is the au pair’s job description, training handbook, and go-to resource throughout her program.

Our Au Pair and Host Family Household Guide is required from our hosts because we care about their program success. It outlines State Department regulations as a visual reminder for hosts and au pairs. The host family then personalizes it to meet their household needs and expectations.

Local Reps are responsible to provide feedback and edits to make sure the host family’s household guide follows program rules, is well-polished and sets the tone for a successful program.

Read all about the Household Guide here on the Host Family Portal.

Check out the editable Household Guide here. This is a great training tool for Local Reps to read and understand the program rules and expectations from the au pair and host family perspectives.

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