Recording contacts in the Social Work Information System (SWIS) 003-12130020

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 Services Australia’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.

A contact should be recorded when a social worker undertakes an activity that includes:

• an interview
• a file/paper assessment
• a letter
• an online enquiry, or
• a consultation with either a customer or another party (this includes another social worker, community organisation etc.) in relation to a particular customer

An interview with a customer is regarded as one contact and encompasses the activities that occur as part of the interview process. For example, if a phone call or case consultation occurs during the interview, it should be recorded as actions within the initial contact.

Where the contact relates to a group of customers, for example, at a regular young parents meeting, this should be recorded as a non-casework activity. For more information, see Recording non-casework activities in the Social Work Information System (SWIS).

Sensitive information should be recorded in the Casenotes section of SWIS rather than be recorded on a DOC on a customer's record. However, as this information is subject to Privacy and Freedom of Information (FOI) legislation, a DOC should also be completed to advise that sensitive information has been recorded on SWIS.