14 CASE MANAGEMENT
CONTACT
MANAGEMENT
MAY 2015
|
NATASHA MURRAY
INDIC
ATIVE DESIGN ONL
Contact Management | 3
Summary
4
Users
5
Where it fits in
6
IA
7
Key Features
8
CONTENTS
HYPOTHESIS
A tool to help co-ordinate contact will:
- Reduce the time required by case workers to co-ordinate contact sessions.
- Reduce the number of parents who don’t show up for contact visits.
- Enable parents to be prepared for the role they will play. - Enable carers to keep track of planned contact events. - Reduce the time required by contact workers / drivers.
- Enable all participants to contribute to the purpose of contact visits.
INSIGHTS
Caseworkers can take a long time to co-ordinate contact visits with carers across multiple agencies.
Carers need to strike a balance between their own life events and the contact arrangements made for the child(ren) they are caring for.
Parents are often struggling to make it to contact visits on time, as they are busy with other appointments.
Caseworkers sometimes don’t know about the children who are participating in contact, such as their allergens, behaviors, triggers, etc.
Contact workers / drivers don’t know about the children who are participating in contact, especially if they have changed regions (within a state), states, or moved between agencies.
Caseworkers are often dealing with co-ordinating contact between large families and subsequently their larger sibling groups.
Parents may not engage in contact because they feel unprepared.
Children often don’t know which of their siblings / parents are attending contact.
Caseworkers are often dealing with birth parents, grandparents, or relatives being in different geographic locations.
Parents are nervous about contact events.
Contact workers / drivers experence a communication lag, especially when parents’ circumstances change.
PROTOTYPE
SUMMARY
CARER
“ Caseworkers should speak
to carers first about potential
visit times, to make sure
consideration is given to the
other kids already in their
care.”
CASEWORKER
“ Current casework can be
confusing with joint decision
making - information can get
lost between workers and
agencies”
NGO CONTACT WORKER
“ We need to have access
to venues that are safe
comfortable and well
resourced.”
NGO CASEWORKER
“ If no caseworker is allocated
to the visit, there can be
NGO CONTACT WORKER
“ Organising contact is
massive. If you don’t put in
the effort, it’s not going to
work.”
PARENT
“ I’m normally told
that a contact
visit has been
cancelled, only
Contact Management | 5
PROTOTYPE
USERS
Caseworker
NGO Caseworker
NGO Contact
Worker
Children & Young
People
Carer & Parent
• I want everyone to be on the same page regarding a contact event.
• I want to create a contact event. • I want to see upcoming contact
events and attendees.
• I want to schedule reminders for parents and carers so that they don’t forget about contact. • I want to send personalised
reminders via text message about upcoming contact.
• I want to an efficient way to co-ordinate contact events.
• I want an easier way to manage sibling contact.
• I want to create a contact event. • I want to see upcoming contact
events and attendees.
• I want everyone to be on the same page regarding a contact event.
• I want to send personalised reminders via text message about upcoming contact.
• I want to create a contact event. • I want to see upcoming contact
events and attendees.
• I want to see a photo of the child so I know who I’m meeting. • I want to schedule reminders for
parents and carers so that they don’t forget about contact. • I want to send personalised
reminders via text message about upcoming contact.
• I want to see a photo of the driver and car when being collected to feel reassured and know it is safe. • I want to have a map to the
venue.
• I want to receive reminders of what to bring for contacts or special things.
• I want to see who will be attending contact.
• I want to have a clear way to reach out when needing to reschedule.
• I want to see a photo of driver or worker who will be attending. • I want to see a photo of the parent
DECISION SUPPORT FAMILY GENOGRAMS DATA VISUALISATION CULTURAL SUPPORT GAMES EDUCATION LIVE CHAT PULSE INTERACTIVE CALENDARS INTERACTIVE CALENDARS TASK & GOALS MENTOR PROGRAM MULTIPLE INPUTS VOICE TO TEXT OFFLINE ACCESS 1 TIME DATA INPUT IDENTITY MANAGEMENT ALERTS CASE MANAGEMENT PORTAL: FAMILY VIEW ADOPTIONS MATCHING SERVICE OTHER AGENCIES PORTAL: CYP VIEW INTERACTIVE KNOWLEDGE CAPTURE TRIAGE & ALLOCATION CONTACT
MANAGEMENT INFORMATIONSHARING
INTERACTIVE CASE PLAN REFERRAL MANAGEMENT REPORTING & BI SERVICES REGISTRY PAYMENTS & ACQUITTALS 1 2 5 7 8 DLT FIELD ASSESSMENT TOOLS SARA PLACEMENT REVIEW SAS 1 & 2 CONTRACTS & FINANCIALS SERVICE DELIVERY MANAGEMENT CASEWORK PRACTICE ENTERPRISE SEARCH CASE-FLOW MANAGEMENT MY ORGANISER 3 4 SINGLE VIEW OF CHILD DLT HELPLINE RESOURCE MANAGEMENT DLT REPORTER PORTAL 9 SINGLE PROVIDER PORTAL 10 IDEAS & RELATIONSHIPS SYSTEM FEATURE CORE
SYSTEM FUNCTIONCORE
CONTACT MANAGEMENT
The ability to manage contact events for CYP and their families through the entire lifecycle, from invites generated to attendees, location selection through to confirmation receipt. During and post the contact visit the carer, family and child will be able to contribute to the Life Story. Contact may also be facilitated using /developing existing channels of contact and communication, especially video, social media etc.
PROTOTYPE
Contact Management | 7
PROTOTYPE
INFORMATION ARCHITECTURE
Contact Calendar Contact CalendarPortal: Family View Portal: CYP View Provider Portal Case Management System Calendar Case Contact Calendar Case Contact
8 | Contact Management
/ 5 FAMILY DETAILS
Case worker helps the family form goals and objectives and preferred activities
MAIN FEATURES
• User enters their family details • User enter their goals and objectives • User indicates preferred activities
USER STORY
As a family we want to enter our details and preferences so that the experience of planning contacts is personal to our needs
USER TESTING QUESTIONS
• Does the child and parent have different goals / objectives, or do they form family goals?
/ 7 FAMILY DASHBOARD
The family views suggested resources to plan a contact session
MAIN FEATURES
• User is presented with a list of suggested resources that match their criteria
• User can see a list of the resources they’ve tried in previous sessions
• User can change their contact preferences if their needs change so different activities are suggested
USER STORY
As a family we want to be recommended activities or resources for our next contact session so that we can choose the right one for us
USER TESTING QUESTIONS
• Should goals and objectives be visible on dashboard to highlight focus?
• How often would a family change their goals and objectives?
• Should the family be able to search the entire database of activities by keyword so they have the freedom to chose a specific activity?
/ 9 PLAN A CONTACT SESSION
The family selects an activity and schedules the contact
MAIN FEATURES
• User can specify the date of the contact session • User can change the activity for the contact • User can add notes / reminders regarding the
contact
USER STORY
As a family we want to choose the right activity for us so that we can plan ahead of time what we’re going to do and come prepared
FEEDBACK
The family can feedback their thoughts after the session
MAIN FEATURES
• Users can give feedback on the contact • Users can indicate whether they want to see
more like this or less
• User can leave comments about the contact
USER STORY
As a family we want to leave feedback on the contact session so that we can understand what’s working and submit improvements to our caseworker
FEATURE IDEAS
• Upload photos - as a family we would like to upload photos of the session as a form of feedback
• Feedback options - age appropriate feedback e.g. smiley faces for children? immediate feedback options and reflective after a couple of
Caseworkers are able to create a new contact visit Selecting an activity for a contact visit
PROTOTYPE
KEY FEATURES
CONTACT
Contact visits between family members and CYPs can be difficult. The contact functionality in the Family Portal allows family members to be prepared for a contact visit by understanding what activities are going to take place, see photos of people attending contact and provide their own preferences for activities.
Feedback on how a contact visit went can also be captured to assist in the planning of future contact visits.
Information accessible on the portal will vary depending on the attendee:
CYPs will have access to the pictures of all the attendees and be able to request particular items they need for contact.
Parents are able to view pictures of the child, caseworker and carers, and are able to set reminders for the event as well as for things to take to the event.
Contact workers have access to the contact details of all attendees in case plans change or attendees don’t show. Carers are able to view pictures of the child, any caseworker, other carers and the contact worker.
Main elements
1 Caseworkers are able to create a new contact event. This
would be access via worker single view
2 Information on each activity can be viewed when creating the
contact, and once created can be viewed by the attendees.
3 Previous activities can be viewed and rated.
4 Contact preferences can be created to guide how contact
visits are organised.
1
2
4
3
3 Feedback on contact visits Capture contact preferences for families and CYPs
