Recording Child Support customers talking about suicide, self-harm or harm to others in the Social Work Information System (SWIS) 003-19020741

Has consent been provided by the customer to access their Centrelink record?

• Yes, go to Step 2
• No, and:
• consent has not been given or customer does not have a Centrelink record, go to Step 4
• there is a risk of harm, go to Step 3

• In SWIS, select Create New Referral
• Consent Process field: select ‘Yes’
• Go to Step 5

A customer’s Centrelink record may be accessed in SWIS without consent if it is believed that information in the record may assist with risk of harm referrals

• In Customer First, access SWIS
• Select Create New Referral
• Consent Process field: select 'No - Consent is not required for this information'
• Document in SWIS case notes that the customer record has been accessed for a risk of harm assessment
• Record on the Centrelink file that the record has been accessed for the purpose of case consultation
• No other notes should be recorded unless the customer has given permission.

Go to Step 5.

All information should reflect the customer’s current circumstances.

• In Customer First > Workspace select Add Anonymous Client
• The Add Anonymous Client screen displays
• Complete the fields as appropriate: surname; first name; second name or initial; gender; age; family structure and; cultural background
• The system will generate a dummy Customer Reference Number (CRN)
• Record the CRN in the Security Incident Report in the event that additional contacts need to be added
• If difficulties occur when accessing the anonymous CRN try: Add anonymous client > Home > Input the anonymous CRN again > Enter

• Area and Location: field auto selects the local Area/Office name
• Customer Status: field select relevant option:
• Job Seeker
• Student
• Carer
• Parent
• Not on Payment
• Other
• Referral Source: field select DHS- Child Support or Medicare
• Referral Issues: field select Risk of Suicide and/or Family and Domestic Violence, or Child Protection issues as the primary referral issue. Other referral issues may include Issues Following Separation, Child Support Issues (or any other relevant options)
• As consent has been provided to access Customer First, consideration will need to be given to documenting the intervention on the customer’s record

Note: if in doubt about a referral, check the definition on SWIS for clarity.

Select the original referral and then select Create New Contact

Complete the other necessary fields as follows:

• Initial contact with Service Officer:
• Contact Type: If contact with Service Officers is:
• via phone: field select Phone Call
• via a floor referral: field select Case Discussion
• Social Work Intervention: field select Case Consultation/Discussion
• Where it is appropriate, record a DOC with details of the case consultation on the customer record or in SWIS if the information is sensitive
• Outcome of Intervention: field select Information Collected and Assessment In Progress

Select the original referral and then select Create New Contact

• Contact Type: field select Phone Call

When customer cannot be contacted

• Social Work Intervention:
• If customer did not answer after 3 attempts
• Contact Type: field select Customer unable to be Contacted
• Social Work Intervention: field select Follow-up at Risk
• Outcome of Intervention: field select Information Collected
• Where appropriate record the contact attempt and outcome on a DOC on the customer record

When customer can be contacted

• Social Work Intervention:
• If contact is made with the customer: field select any relevant options including Suicide Risk Assessment, Counselling/Support and/or Referral Out - Personalised Services
• Outcome of Intervention: field select Information Collected and/or one other option that may be appropriate
• Where appropriate, record details of the contact attempts and outcome in a DOC on the customer record or in SWIS case notes if the information is sensitive

Examples of third parties include: police, general practitioner (GP), Mental Health Services and state or territory child welfare authorities.

Select the original referral and then select Create New Contact

• Contact Type: field select Phone Call or Phone Interview depending on length of conversation
• Social Work Intervention: field select Discussion with Third Parties, Referral Out - Release of Information and/or one other option that may be appropriate
• Outcome of Intervention: field select Referral Made/Completed and Provision of Information
• Where appropriate, record relevant details and outcome of the third party discussion on the on a DOC on the customer record or in SWIS case notes if the information is sensitive

Select the original referral and then select Create New Contact

• Contact Type: field select File/Paper Assessment
• Social Work Intervention: field select Other Assistance and/or two other options that may be appropriate
• Outcome of Intervention: field select Provision of Information and/or one other option that may be appropriate

Select the original referral and then select Create New Contact

• Contact Type field: If contact with Service Officer is:
• via skype select On-line
• via phone select Phone Call
• in person select Case Discussion
• Social Work Intervention field: select Case Consultation/Discussion
• Outcome of Intervention field: select Provision of Information and Information Collected

Select the original referral and then select Create New Contact

• Contact Type field: select Phone Interview or Phone call depending on length of conversation
• Social Work Intervention field: select Follow 'Up At Risk’ and/or two other options that may be appropriate
• Outcome of Intervention field: select Provision of Information and Information Collected
• Where appropriate, record relevant details and outcome in a DOC on the customer record or in SWIS case notes if the information is sensitive