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

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If a child is in immediate danger or risk of harm you must act, and a delegate must call 000.

For Services Australia social workers only.

This document outlines the responsibility of Services Australia social workers to record all contacts with customers that involve the social worker taking some action on a DOC on the customer's record.

Social work customer contact activities

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Step

Action

1

Social worker contact with a customer

Record the customer contact in the Social Work Information System (SWIS).

If the contact results in:

  • some action being taken or information regarding the customer's entitlement was discussed/received, record details of the contact on a DOC. Go to Step 2
  • the social worker making a delegated decision, record the findings of the case in a report. See Assessment and report writing

2

Record contact on a DOC

Access the DOC field in SWIS. This will allow a DOC to be written in SWIS and be added directly to the customer's record in Centrelink system.

In the DOC title field, the default entry is 'SW Contact'. A more detailed entry can be written to alert Service Officers to the action taken.

Note: if sensitive information needs to be recorded and retained; the information should be stored on SWIS Case notes. However, a DOC should also be completed to record that further information is available on SWIS Case notes.

3

Record the date and type of contact made

Examples of contact types: telephone contact, office interview.

4

Record the action taken by the social worker

For example, referral to a service, referral to other Services Australia staff, appointment made to interview customer.

5

Record any action requested of the customer

For example, to provide supporting documentation for a claim/review.

6

Record any follow up action required by a Service Officer

Provide details of action required, for example finalising an activity on the customer's record.

7

Record social worker details

Record the:

  • name
  • designation
  • location (service centre/smart centre) of the social worker

8

Finalise the DOC

The DOC Completion field default option is 'Complete the DOC. This will close the DOC.

However if the customer issue is not resolved at first contact a Fast Note needs to be created and placed on hold and assigned to the social worker's inbox.