Client information system as an everyday information tool in child protection work

Abstract

We describe information production and use in a client information system (CIS) by social workers in child protection. Data consists of interviews and observations with think aloud material. Information production and use are embedded with other work tasks and go throughout the whole client process. CIS does not support social workers' tasks sufficiently. Our findings imply recommendations for developing CIS for better fitting to work practices in child protection.

Client’s Temporal Trajectory in Child Protection: Piecing Information Together in a Client Information System

“…Rapid access for information representing case overviews was valued, in particular. [8] The similar type of skim reading was recognized already in the time of paper documents both in social work [12] and in the medical context [15].…”

“…(7) 6 Discussion and Concluding Remarks Summarizing the Findings. In child protection, there is a need for case overviews presented by CIS [8]. The overview would support the social workers' work that is framed by limited time resources, heavy caseloads and situations when immediate reactions are needed.…”

“…System design should be done keeping in mind that social workers need a tool that is simple and easy enough to use [8]. The possible new features in CIS should not produce an extra burden for social workers.…”

“…It has a crucial role conveying information about a client's case. Information is recorded and used in CIS during a whole client process as part of daily work tasks [8]. The representation of the recorded information as a case overview in CIS is in the focus of our study.…”

“…Thus, fast and effective information representation in CIS would be essential so that social workers could rapidly make sense of how a client's case has evolved over a period of time. The overview available at-a-glance has value in several work tasks [8]. This is the case, for example when a new worker takes over a case or an old timer with heavy case loads tries to summon up a memory of what the client's story is.…”