response time from an LCC

[Anonymous]

I am looking for feedback/experience about responses from LCCs.

We are just finishing our year with our first au pair. We are switching agencies as we begin a new year with a new au pair later this summer. We matched with the new au pair in early May after about a month working with the new agency through the match process. We were just contacted for the first time about 2 weeks ago by the LCC from the new agency. We have never met the new agency LCC, and she has not yet conducted any kind of interview of us, visited our home, etc. That bothers me a little, but what bothers me more is what I already feel is a lack of responsiveness. She e-mailed asking to set up and interview witih us. I tried her phone, and she didn't pick up. So then I e-mailed her with suggested times. She wrote back 4 days later with some other proposals. I then (same day) responded proposing a specific day and time. That was 3 days ago, and I have yet to hear back.

Am I overreacting in expecting better service? I know I can't expect immediate responses, but I feel like within a day or two is reasonable, and she should definitely confirm our appointment. I am left not even knowing if we have set something up. . . It makes me concerned if our family or our future au pair needs support after she arrives.

I can't control who the LCC is. I do want to address this, if I'm not overreacting. To whom would I address it?

[Anonymous]

Can you switch the company or did you already give them nonrefundable money? This is really bad news.

[Anonymous]

I would contact the company directly, and let them know what is going on. If she is on vacation, and therefore not taking calls or responding to email, then someone must be covering for her. Calls and emails should be responded within a timely manner, 3 or 4 days seems a bit too delay for me.
what company are you working with?

[Anonymous]

OP here--I did eventually hear back from here. . . 6 days later to confirm the appointment, where I will meet her for the first time (3 months after signing up with them). I think I will mention this concern to her directly, but at this point I also think I need to figure out who the supervisor is to let them know as well. It's CC, and yes, we've paid them.

Also, I don't want to do anything to put our match in jeopardy (meaning trying to switch companies or something). I am obviously optimistic about our incoming au pair (hence, why we picked her), but if we do need support, I'd really rather know we will have it. And I'm obviously hoping for the au pair that the LCC will facilitate a good group in the cluster, and this kind of things doesn't bode well there either.

[Anonymous]

Hi OP - we've had two au pairs. One through APIA and one through Cultural Care. Both LCCs would respond to me within 24 hours. They also both routinely sent us emails that indicated that the LCC would be unavailable for a period and who to contact in their stead.

I don't think you would be remiss in emailing her to ask if the response time was normal. You might want to give her a chance to explain (maybe she was on vacation or otherwise had a really backed-up week, or maybe she didn't think it was that urgent, etc). Then if her explanation isn't solid or if she acts irritated, I'd email your regional coordinator.

[Anonymous]

Experience with lccs is hit or miss but I wouldn't switch agencies if you have an au pair you're happy with. Be clear with her that you want a faster response time and escalate if you don't feel that it improves.