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Contact the Office national de l'enfance

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What is the Office national de l’enfance

  • The ONE has a multi-professional team which is at your disposal and which will assist you. The ONE can meet with children and/or adolescents and families to discuss support needs.

  • The ONE mainly works on the basis of willing collaboration with the family. One of the primary missions of this support is to promote the well-being of the child, the young person and/or the family and to develop and leverage parent resources.

  • The ONE has the capacity to implement child and family support services with varying degrees of specificity to best meet the needs of each request for help. These services are designed to support you throughout your efforts.

  • The ONE has intervention project coordinators (IPCs). IPCs are professionals (psychologists, social workers or certified teachers) who help you develop an intervention project and offer you support tailored to your situation.

  • The ONE guarantees continuous support and follow-up for as long as necessary.

  • The ONE is active nationwide and has several regional offices with a weekly walk-in service.

  • The ONE finances most support measures. However, you may still be requested to make a financial contribution. This contribution will depend on the income and expenses (e.g., rent, loans, alimony, etc.) of your household.

Child and Family Support (AEF, by its initials in French) is provided for children and young adults in distress and their families. Children and young adults in distress are defined as children or young adults who are either threatened in their physical, mental, psychological or social development or who are physically or morally endangered or at risk of social and occupational exclusion.

The ONE implements support measures on a voluntary basis (i.e., at the request or with the agreement of the parents). In consultation with the child support services, parents organize the implementation and execution of the support measures.

The ONE also implements support measures within the judicial framework (i.e., when the measures are decided by the juvenile judge or the Public Prosecutor's Office). In this way, the judge can decide which measures the ONE must implement to guarantee the well-being of the child.

The ONE is also a single entry point for children, adolescents, family members, and professionals seeking help or information directly.

In coordination with child and family services, the ONE offers assistance adapted to the psychological and social issues facing the children, young people, and their families.

Dear Madams and Sirs,

You can contact us by phone between 8.30 and 12.30 pm and 1 until 5.00 pm from Monday to Friday at 247-73696 and by email at one@one.etat.lu to get some information or to fix an appointment.

Due to the current situation, please fix an appointment if you want to meet one of our collaborators.

Thank you for your understanding.

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The principles of the Convention for the Protection of Human Rights and Fundamental Freedoms and the United Nations Convention on the Rights of the Child guide our actions to support children and young adults in distress and their families.

It is in the "best interests of the child" (Article 3 of the Convention on the Rights of the Child) that assistance measures are implemented by the National Office for Children (ONE, by its initials in French), an agency of the Ministry of National Education, Children and Youth created by the Act dated 16 December, 2008 on child and family support

Request for support

demand text bubble

You can get in touch with us in three ways:

By submitting a form:

The applicant can complete an FG 1 form:

Demande d'aide ou de soutien ambulatoire (formulaire FG 1)

Antrag auf ambulante Hilfe oder Unterstützung (Formular FG1) (pdf - 1698 Ko)

A written request establishes the first contact between the ONE and the applicant/beneficiary. The applicant will be contacted as soon as possible to be referred to the appropriate child and family services or invited for an individual interview. The proposed support measures will be included in an intervention project. This intervention project will be developed in collaboration with the child or young adult and their family (or legal representative).

By phone:

Between 08:30 a.m. - 12:30 p.m. and 01:00 p.m. - 05:00 p.m. from Monday to Friday to receive information or to make an appointment:

(+352) 247-73696

Through a regional ONE office:

The regional offices are open on every Tuesday afternoon from 01:00 pm to 05:00 pm but BY APPOINTMENT ONLY.

If you require an appointment, please call 247-73696 from Monday to Friday between 8.30 and 12.30 pm and 1 until 5.00 pm to get an appointment in one of the seven regional offices.

There will be professionals (psychologists, social workers, and certified teachers) available at these offices to:

  • meet with children/young people and their families to discuss support needs
  • refer them to the appropriate services or to propose support measures implemented by the ONE

Since one of the primary tasks of the National Children's Office is prevention and early care, requests for support may be submitted by different people or organizations:

  • the child themselves;
  • the young adult;
  • a member of their family or entourage;
  • a professional party;
  • any other person or organization.

Are you a child and family care professional? Please consult the pro site.

 

Any minor child and young adult (0-27 years old) who is on the territory of the Grand Duchy can benefit from our support measures.

To become a beneficiary, children and young adults must either:

  • present difficulties in their physical, mental, psychological or social development
  • be at physical or moral risk
  • be at risk of social exclusion

drawing-kids

The "missing children - children in distress" phone number

The 116 000 phone number is the unique European number for missing children and children in distress. The fact that the number is the same everywhere in Europe helps children and parents in distress to also get help when they are outside their home country if, for example, their child disappears during the holidays.

The service "116 000 missing children - children in distress" is primarily dedicated to listening to and supporting the families of missing children. They intervene with families in the context of runaways, parental abductions in Luxembourg or abroad, or of disturbing disappearances of minors and young adults. This accompaniment continues as long as the family expresses their need for it.

116 000 also listens to young people in psychosocial distress. The service can offer help in case of a child runs away from home, or support them and offer them help to avoid them running away. In Luxembourg, the 116 000 service is organized by the National Office for Children (ONE), the public administration of the Ministry of National Education, Children and Youth, in collaboration with the Grand Ducal Police.

The 116 000 service can be reached 24/7. Anyone who calls 116 000 will be in touch with a member of ONE's priority management service during office hours, and with the Grand Ducal Police at night, on weekends and on public holidays. The reception agents speak the national languages (Luxembourgish, French, German) and English. Calls are free of charge.

An immediate follow-up is provided for each urgent case by transferring the call to a specialist on the basis of a protocol. All testimonies are immediately transferred to police services. In Luxembourg, the 116 000 service is organized by the National Office for Children in collaboration with the Grand Ducal Police.

The 116 000 number can be reached 24/7. Calls are free.

 

The main aims of the 116 000

Accompany and guide families during and after a disappearance

The role of the "116,000 missing children - children in distress" is primarily to advise families in their efforts. Thanks to a large network of interlocutors (police, magistrates, ministries, 116 000 services in other European countries, social services ...), the 116 000 can regularly inform the family of the progress of investigations, in the interest of the investigation, and offer moral and psychological support throughout the disappearance.

As soon as the child or young person returns to the family, the 116 000 service can offer help so that the child and the family can reconnect and avoid a possible future disappearance or runaway.

Advise and inform families and young people in psychosocial distress

The aim of the 116 000 service is also to prevent disappearances by giving advice to parents, by offering mediation services between parents and children, by listening to children and young people in psycho-social distress to find solutions to their needs, and thus avoiding problems e.g. a runaway child.

Some difficult situations such as illness or hospitalization can prevent parents from taking care of their child temporarily or for a long time.

During this period, the child can be welcomed and supported appropriately either at a reception center or in a foster family.

Priority placement for situations of urgent psychological and social crisis

Goals  

  • Welcome children or young adults in situations of urgent psychological and social crisis in a structured living environment adapted to their needs, for a limited period of 3 months, when staying in the family environment is temporarily inadvisable or impossible;
  • prepare children or young adults for a return to their family environment or for an extended stay in a foster care institution.

Target population

Children from the age of 3, adolescents and young adults whose parents are in crisis and who can no longer guarantee the accommodation, care and/or the fulfillment of primary needs of the child or young adult.

Providers

Reception of children under 3 years of age

Goals

  • Welcome children for a limited period of time in a structured living environment adapted to their needs;
  • promote the development of the overall skills of children during the duration of this stay;
  • prepare children for a return to their family environment or for an extended stay with a foster family or at a foster care center.

Target population

Children under the age of 3 whose parents are temporarily unable to provide care and education, and fulfill their primary needs.

Providers

Basic social and educational, remedial or psychotherapeutic care in institutions

Goals

  • Welcome children or young people in a structured living environment adapted to their needs, respecting their individuality;
  • accompany children or young adults in their development and, as far as possible, prepare the children or young adults for returning to their family environment.

Target population

Children from the age of 3, adolescents and young adults who are confronted with social and family difficulties, possibly associated with psychological issues, which can be expressed through inappropriate behavior and school problems, and whose families are unable to respond appropriately on their own. 

Providers

Providers of daytime and overnight care for basic and special education:
Providers of special education daytime and overnight care
Providers of daytime and overnight psychotherapeutic care
Supervised housing placement (SLEMO)

Target population

Young people between 16 and 27 years old who are able to organize their daily lives with partial autonomy.

Goals

  • Welcome young people in a structured living environment adapted to their needs for a limited time;
  • support the development of young people during the foster care period

Providers

Social and educational care in abroad

Goals

  • Place children or young adults in situations of urgent psychological and social crisis, whose stay in the family environment is temporarily inadvisable or impossible, in a specialized institution which is adapted to their specific needs abroad;
  • prepare children or young adults for a return to their family environment or for an extended stay in a foster care institution.

Target population

Children, adolescents, and young adults.

How to Request Support

Complete the Institutional Admission Abroad Procedure form (pdf, 243 KB) and send it to the ONE

Social and educational care in a foster family

Goals

  • Place one or more children in a family other than the family of origin. ;
  • take care of a child in psychological and social distress in a family environment;
  • give the opportunity to biological parents to work on their parenting skills.

Target population

Children and young people who face social and family difficulties and whose stay in their family environment is temporarily inadvisable or impossible.

Support services for foster families

Social and educational daytime care in a special education or psychotherapeutic foster care environment

Goals

  • Provide an adequate and structured framework, as well as appropriate education, for children and young adults receiving daytime care to develop and flourish successfully;
  • ensure that at the end of the foster care process the children or young adults and their families are supported by an ambulatory service.

Target population

Children or young adults who need an intensity of care and treatments requiring daytime care.

Providers

Support by an Intervention Project Coordinator (IPC)

Do you feel overwhelmed by your family situation? You want to change this situation but you do not know where to start.

An IPC can help you implement support measures tailored to your needs.

IPCs are professionals (psychologists, social workers, and certified teachers) employed by the ONE whose role is to:

  • meet with children and families following a request for support to clarify it;
  • make family visits and/or have meetings in one of the regional offices with young people and/or their families;
  • carry out support measures in collaboration with the young person and their family and coordinate the implementation of such measures with the various parties involved in the child and family care sector;
  • evaluate the support measures implemented and, where appropriate, propose other support measures that are better adapted to the family situation.
Support through social and family assistance

Can you no longer manage the daily tasks of family life?

Social and family support can help you better manage daily care and domestic tasks until your family situation improves.

Providers

Service aide familiale (arcus asbl)

Support through psychological, social or educational assistance in the family

Do your children no longer listen to you? Do you have problems finding your place as a Mum or Dad? Do you not know how to set boundaries for or express your support to your children?

Psychological, social or educational assistance in your family can help you find the answers to the educational needs (reaching agreements, setting rules, following through) and interpersonal needs (expressing affection and love, knowing how to convey safety and protection) of children or young people.

Family assistance also supports families and young people in their daily organization (covering needs, care, structure, and rituals) and clarifies the tasks and responsibilities of each family member. Thus, the family situation can be improved so that each member finds their place in the family.

Providers:

Out-of-home placement:

Psychological or psychotherapeutic counseling

Are your children going through a difficult time? Do they not feel good about themselves? Are relationships within the family, with siblings or with others complicated?

Counseling sessions or even regular treatment with a psychologist/psychotherapist can help them with personal, interpersonal or behavioral issues.

The following services offer free counseling sessions:

CePAS - Centre psycho-social et d’accompagnement scolaires

The CePAS offers short and long-term psychological and therapeutic counseling for young people from the age of 12, their parents and their families.

Counseling is offered for academic, personal or interpersonal problems.

Counseling sessions by appointment only.

Contact : (+352) 247-75910

SePAS -  Service psycho-social et d’accompagnement scolaires

This service is available in every school.  Psychological sessions can be carried out quickly and without an appointment.

 Contact: directly in the student's school

Family planning

Family planning offers psychological counseling for personal problems, relationship problems, and sexual problems.

Contact: (+352) 48 59 76

Psychological service for children and adolescents who are victims of domestic violence (Women in distress)

The service is aimed at any child and teenager, aged between 3 and 18, who is a victim of domestic violence.

Contact: (+352) 26 48 20 50

 

Therapeutic service (Youth Solidarity)

The therapeutic service offers support and psychological and social and/or therapeutic assistance to young adolescents (13-18 years old) who are users of legal and/or illegal psychoactive substances.

 Contact: (+352) 48 93 48

Alupse

Alupse offers therapeutic and psychological counseling sessions for any child, teenager or young adult up to the age of 21 who has been a victim of physical, psychological or sexual abuse or has experienced a traumatic situation.

ALTERNATIVES – Centre de consultation pour enfants et adolescents victimes de violence (Fondation Pro Familia)

This center offers psychological and therapeutic counseling for children and adolescents who are victims of violence from their own family.

 Contact: (+352) 51 72 72 89

The following services offer you a first interview free of charge. For subsequent sessions, a financial contribution may be requested.

 

Psychological service of Solidarité Jeunes

This service offers counseling sessions for children, teenagers, and young adults.

Contact: (+352) 55 78 78 - 1.

Service de consultations psychologiques et thérapeutiques (ISIPSY/ Institut St. Joseph)

This service offers counseling sessions for children, teenagers, and young adults.

Contact: (+352) 691 659 498 / (+352) 621 711 563

 

Therapeutic Center Kannerhaus Jean (Croix-Rouge Luxembourgeoise)

This center offers therapeutic treatment for interpersonal and behavioral issuesfor children and parents.

Contact: (+352) 27 55 63 30.

Psy-Jeunes

This service offers counseling sessions for adolescents and young adults.

Contact: (+352) 2755-630

La Main Tendue

This association offers counseling sessions for children, adolescents, and young adults.

Contact: (+352) 26 50 23 39.

Psychological and psychotherapeutic counseling service "Berodungsdéngscht" (Arcus)

This service offers counseling sessions for children, adolescents, and young adults.

Contact: (+352) 49 53 46 - 1.

 

Family Counseling and Mediation Center (Fondation Pro Familia)

This service offers counseling sessions for children, adolescents and young adults who are going through family issues (separation or divorce of parents) and other personal and interpersonal problems.

Contact: (+352) 51 72 72 - 31.

Erzéihungs-a Familjeberodung (AFP-Solidarité)

This service offers counseling sessions for children, adolescents, and young adults.

Contact: (+352) 46 000 41

 

Psychological Service AFT (EPI)

This service offers counseling sessions for children, adolescents, and young adults.

Contact: (+352) 26 35 29 13 - 30.

Providers

Support through early years special education, psychomotricity, occupational therapy or speech therapy

Is your baby crying a lot? Do they not sleep at night? Does your child have trouble getting dressed by themselves or eating without help? Does your child seem clumsy? Are they often agitated or too calm? Do they show a delay in acquiring speech or written language?

Support through early special education, psychomotricity, occupational therapy or speech therapy can help meet your child's individual needs, support their development and prevent educational and social failure.

Providers

Early years special therapy

ONE Providers

Other providers

Psychomotricity and occupational therapy

ONE Providers

Other providers

Speech Therapy

ONE Providers

Other providers

FAQ

How to become a foster family?

Are your children already grown up and you want to offer a welcoming, stable, safe and warm family environment to a child?

Do you want to expand your family and experience a rewarding relationship with a child that is enriching for both them and you?

Or do you have no children but have time and space to welcome a child and accompany them as they progress at their own pace?

The ONE is always looking for new foster families who are ready to commit to a project that benefits children and their families.

Being a foster family means exercising with flexibility and tolerance educational and emotional skills that will provide a child with the necessary security to grow as a person.

Being a foster family is a personal project that goes hand in hand with an intervention project made for a child.

To welcome a child at home is to offer them an emotional and educational environment that takes all the child's needs into account. It also means allowing them to maintain and/or rebuild a relationship with their biological parents.

More information

What are the rights of parents with regards to compulsory assistance?

Your child is being cared for at a reception center or in a foster family - What will happen?

Your child is now being cared for at a reception center or in a foster family. This center/foster family is part of the Child and Family Care Network. Child Support, also known as AEF (by its French initials), comprises a range of services to help children and their families in psychological and social distress.

Since your child is placed in an AEF structure, you are naturally wondering what will happen to your child and to you as parents. It all depends on the form of your child's foster care: is it voluntary or judicially ordered?

Foster care is said to be voluntary if it is at the request or with the agreement of the parents. The parents retain the possibility of organizing, in consultation with the child support services, the foster care process and the return of the child to the family.

The foster care process is called judicial when it is decided by a juvenile judge or the Public Prosecutor's Office. They may entrust the child to a foster family or an organization that works for the AEF.

Depending on the situation of the child and the family, your child can be placed in different structures:

Emergency admission (AUSC/FADEP):

This is the first admission that takes place in a center specialized in urgent foster care. During the child's stay, an assessment will be carried out to decide whether to place the child with a foster family, in a reception center or to return them to their family of origin.

The foster family:

The foster family is a family approved by the Ministry of National Education, Children and Youth. It provides a family environment for children without replacing the parents of the family of origin.

Foster care center:

It offers a communal living environment, in small living units of 6 to 10 children, which may be of the same or different ages, mixed or not. A team of professionals is in charge of supporting children in all aspects of their daily life (schooling, leisure, health).

 A "foster care agreement" is signed with the parents at the beginning of their stay. This agreement specifies the benefits that the child will receive during their stay and the objectives for their daily care.

In most cases, children are placed in a foster care center in Luxembourg. However, the child can also be placed in an institution abroad, if adequate follow-up in Luxembourg cannot be guaranteed considering the specific needs of the child.

Each foster care center provides parents with the internal rules of the institution and the contact details of the head of the department and the member of the team responsible for your child.

Which decisions can you continue to make for your child?

Certain acts related to the daily life of your child are decided by the institution or the foster family. Such decisions are always made in the interest of your child. Professionals are committed to informing you about and explaining the various measures taken and, whenever possible, involving you in the decisions.

Decisions that affect you more specifically:

You will be requested, whenever possible, to give your agreement on all (special) acts under parental authority: authorization to perform surgery, medical care, school guidance, apprenticeship contract, etc.

Together with the professionals who support your children, you will plan your visits to your children and their visits to your family on weekends.  If your child was placed in foster care by court order, the juvenile court must approve their definite return to your family.

You will be able to provide your opinion on the direction to take if your child needs to change their place of foster care.

You will be asked to sign the intervention project for your child, which is established by professionals to implement the support measures adapted to your child and your family.

This list is not exhaustive but is meant to give you a global overview of the decisions you can continue to make as parents. If you need additional information, do not hesitate to contact the person in charge of your child at the place of foster care.

Teams at your disposition:

Foster families and institution:

Throughout your child's foster care process, the professionals of the institution or the professionals in charge of monitoring the foster family will keep in touch with you if you wish. Do not hesitate to contact them if you have questions about your child or your family situation.

National Children's Office (ONE):

The ONE is in charge of providing support to families in psychological and social distress and of looking after children who are placed in foster care by their parents or by order of the juvenile court.  The various support measures are mainly financed by the ONE. A contribution to the expenses may also be requested from the parents.

If you have questions regarding your child's care or if you need support in your family life, you can contact the ONE. A children's support professional will be at your service to help you.

As parents, you also have the right to consult your child's file with the ONE, in particular the administrative and social and educational documents archived in their personal file. Following your written request, an appointment will be offered by the ONE. During this meeting, a ONE professional will be at your service to assist you in reading the file and to answer any questions you may have.

In the case of a judicial placement, you and/or your lawyer have the right to consult the file filed at the registry of the juvenile court.

What can you do in case of disagreement with a decision regarding the placement of your child?

  • If you feel unsupported or not supported enough in your interactions with the institution taking care of your child or the service that monitors your child;
  • If you feel that your rights as parents or the rights of your child are harmed;

Then, you have the possibility to contact the ONE, which can support you in your situation, whether the placement is voluntary or judicial. An employee of the ONE in charge of the child's file can guide you and explain the placement process. In addition, the ONE can appoint an Intervention Project Coordinator (IPC) whose mission is to personally support you in your efforts, to inform you about the progress of the foster care of your child and to obtain your agreement on decisions about your child for special acts.

In case of a decision by the juvenile court or the Public Prosecutor's Office (provisional custody measure or judgment), as the family of origin, you can also initiate legal proceedings:

  • in the case of a provisional custody measure, you can file an appeal with the juvenile court, in accordance with section 27 of the Youth Protection Act;
  • in accordance with section 37 of the Youth Protection Act, you can request an amendment to or the repeal of the measure in question;
  • you can seek the advice of a lawyer.

What are the procedures for consulting the personal file?

In accordance with Article 7 of the amended law of 16 December, 2008 on child and family care, the child capable of discernment and his parents can consult the file filed with the ONE, in particular, the administrative and social and educational documents archived in their personal file.

The applicant does not need to justify an "interest to act" and is not obliged to justify their request. The written request must specify the following: surname (at birth), first name, place of birth and contact details of the applicant. It must be sent to

 

Office national de l’enfance

Pascale Arend
Chargée de Direction

3-5, rue Auguste Lumière
L-1950 Luxembourg

E-mail : one@one.etat.lu
Fax : (+352) 24 77 36 – 99

 

An appointment will be offered by the ONE. An ONE professional will be at the service of the applicant to assist them in the reading of the file. The applicant must bring their identity card to the interview.

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