Safe Home for Life District Led Technology SolutionsPart 1: Collaborative client record

The team

About FutureGov

About The Australian Centre for Social Innovation

5 weeks, 6 Districts, 2 Services, 50+ interviews, 12 versions of wireframes, 3 working prototypes

MISS

Helpline

FACS Caseworkers, team leaders and managers

Helpline + MISS caseworkers

NGO caseworkers and team leaders

Carers Simone & Natasha, kinship carer

Parents Tyron & Khloe

Children and young people Luke, in care

Single View and eBookViews on a collaborative client record

Leaving CareSupporting children’s transition to adulthood

ContactA simple web application which helps the child, their parents and carers plan and provide feedback on their contact sessions together

Our three prototypes

A platform approach

A series of elegantly designed tools fit for purpose, connected through open standards

platform

ChildStory Platform

Single sign-on

Seamless user experience

Single View eBook Contact Leaving care plan

Field assessment

Patchwork

Practitioners Families

Integrated data

A platform approach: Design principles

OpenRapidly extensible through open standards and accessible data

Focussed user experiencesNot one size fits all

FrictionlessIntegrated with existing workflows and systems

Collaborative and personalisedGiving equal control of data to professionals and clients

PortableDevice agnostic, universally available

A collaborative client recordSingle View & eBook

A collaborative client record showing the key information in a single space that helps everyone understand a child’s current and future needs, and their history

Product statement

A single record of a child

Different views for different people

Collaborate and connect

Choose your role

Key features

Different views, same record

Child

Carer

Parent Siblings

FACS Caseworker

NGO caseworker

Other services

FACSManager

Controlled level of access

FACS NGO’s Carer Child Parent Other services

Sibling

All Information

Some Information

Plus case-by-case privacy controls

Child Parent Sibling

Photos

Carer contact details

Medical info

The challenge we’re tackling

User need for Single View & eBook

How do we know what the challenges are?

• Brief semi-structured interviews in the context of their work

• Shadowing parts of case workers’ working days

• Gathering relevant artefacts to better understand how they aid or hinder their work practices

• Gathering feedback on paper prototype walk throughs

WayneCaseworker Helpline

What we observed

1. Case management system not designed to enhance case work - driven by reporting and compliance

2. Nearly every worker has their own workaround system

3. Vastly different quality and quantity of information captured in fields - no common / appropriate standard

4. New workers find templates helpful. But can’t always find templates

5. Older workers feel disillusioned with increasing focus on admin. Younger workers see admin as defining the job

Work faster & smarterHelp us do things faster, with fewer steps, and on the

move, so that we can reach more children

“It can take up to 12 different clicks to be able to print a document. When you have to print out 150+ documents for a court case it can take a whole day.”

Work faster and smarter

- Caseworker

Theory of change

Less time spent entering and retrieving information

More children seen Reduced worker anxiety

SharingHelp us view and share information between the relevant people, so that we can provide co-ordinated support to

children

“Sometimes we get kids and don't even get their medical history, things like autism, things that you need to know. They think you are more likely to take them.”

Sharing

- Carer

Theory of change, for carers

Better information about child

Better decision making by carers

Improved health, wellbeing and educational outcomes for kids

“I can’t move on when there are all these cracks and gaps that keep pulling me back. I don’t have a single photo of me as a child.”

Sharing

- Adult formerly child in care

Theory of change

Better information about my life

Better understanding of who I am

Improved health, wellbeing and educational outcomes for kids

How does it work?

The practitioner’s viewSingle View

Search - find clients quickly

Timeline - understand the child’s

current situation

Events - plan better together

Child’s summary - updates are logged

Reveal hidden networks - the team working with the client

Case plan - essential information at a glance

The benefits for practitioners

• Saves time • Less stressful • More informed decisions about care• Portability• Greater collaboration• Helps build networks

A tool for everyday casework

The child’s vieweBook

Adapts over time to meet child’s needs

0+ 6+ 16 +

Access to additional tools and information

Contact

Patchwork

Leaving CareContact

Timeline - a central place to capture the child’s story

Child’s Summary - important information including culture and history

My support network - understand who is supporting me

My documents - create a ‘digital suitcase’

The benefits for children

• My story, my words• All my stuff in one place• Keeping in touch with my loved ones• System adapts over time to meet child’s needs

A tool for capturing my story

What next?

Review Build Pilot Evaluate

Additional findings to translate into product design

Exporting edited recordsFor children leaving care

Exporting for court Print all - to cut preparation time

SharingTools to share with NGOs, other professionals

Pull data from other tools SMS email etc

Life StoriesIntegration and enhancement of current life story work

Single view for mangers / team leaders

Future ambition

1. A digital tool that supports existing practice

2. A digital tool that supports continual improvement of practice

3. A digital tool for supporting peer coaching between workers

platform

ChildStory Platform

Single sign-on

Seamless user experience

Single View eBook Contact Leaving care plan

Field assessment

Patchwork

Practitioners Families

Integrated data

WWW.TACSI.ORG.AUWWW.WEAREFUTUREGOV.COM

Thank you

Open for questions