DoCS Helpline Survey #2

Following the initial survey, members of ACWA the Family Support Services Association and the Women's Refuge Movement continued with a Stage 2 Survey to collect data on their experience of using the DoCS Helpline from 1/5/01 until 30/6/01. Thanks to all ACWA members who contributed to the survey.

Lack of follow up by CSCs of cases allocated to them by the Helpline after a risk asessment process is the key issue of concern arising out of the survey. Respondents indicated considerable frustration with not knowing whether or not the local CSC would take action and were worried about high risk matters not receiving any follow up. This seemed to be most likely to be attributed to to lack of staff resources in the CSC.

While the survey involves a relatively small sample, several key issues emerge. Waiting times for callers have improved as has the timeliness of the call back system by the Helpline. However 30% of callers still felt they had to use more than one strategy to ensure the report was made. Feedback to callers by Helpline staff and allocation of report numbers have improved. However instances of long waiting times continue and the call back system is often being found to be unsatisfactory for staff on shift work, or where there are single worker services. Difficulty getting through to the Helpline in a crisis situation is also a concern.
In brief, the Stage 2 Survey found in relation to the 94 reported contacts:

• 129 children were the subject of the reports with another 143 siblings indirectly involved
  
• The most common age group of children subject to reports were 8 ­ 12 yr olds (23.6%)
  
• 40% of reports of risk of harm related to two or more factors with "basic physical and emotional needs not being met" being the most common category (46.8%) followed by risk of physical abuse (45.7%)
  
• 32% of reporters waited for a Helpline caseworker. The average waiting time for those who chose to wait was 31 minutes. The longest recorded waiting time was 2 hours.
  
• Most reporters (68%) chose to leave a message which was returned by the Helpline on the same day in most cases
  
• In 29% of cases the report was made by fax and 13% attempted to make a report directly to the local Community Services Centre
  
• 69% of reporters thought that the assessment was adequate or better. 31% of respondents thought the assessment to be inadequate ­ an increase when compared to the Stage 1 survey (19%)
  
• 70% of reporters were not aware of any follow up action with the family
  
• Of those who were aware of follow up action with the family most (60%) thought the actions taken by the CSC were inadequate. Indications were that CSCs were often unable to allocate cases due to a lack of caseworkers.

The Survey findings have been presented to the Minister, Director-General and the EnAct Reference Group. DoCS have indicated they will consider the findings and look at further improvements to the Helpline. ACWA will be convening further discussion on the issues raised. A full copy of the report is available from ACWA.

31 August 2001