Requirements for recording of social work customer contact activities 003-12100000

In line with a zero tolerance approach to harm of children, if a staff member in the course of their duties observes behaviour that raises concerns about a child's safety, Services Australia sets out specific steps that must be taken. Follow the agency's Risk Identification and Reporting model, when identifying and responding to child safety concerns. See Risk identification and management of threats to the safety or welfare of a child for more information regarding this model and the agency's commitment to child safety.

When a contact is recorded on the Social Work Information System (SWIS), social workers have the option of directly adding a DOC to the customer's record.

The professional social work intervention with customers does not always require a full social work report, however all information relevant to a customer's entitlement should be recorded as a DOC (or placed on file).

Social workers should ensure that the following actions are recorded:

• the date and type of contact with the customer. For example telephone contact or office interview
• the action taken by the social worker. For example:
• referral to a service
• referral to other Services Australia staff
• appointment made to interview customer
• any action requested of the customer. For example, to provide supporting documentation for a claim/review
• the existence of a report/social work notes and their location, and
• name, designation, and site (service centre, Smart Centre) of the social worker

Sensitive information should not be recorded as a DOC and in exceptional circumstances where sensitive information needs to be recorded and retained; the information should be stored in SWIS Case notes. As this information is subject to Privacy and Freedom of Information (FOI) Legislation, a DOC to the effect that further information is available in SWIS Case notes should be completed.