INDICATIVE DESIGN ONLY

Transcription

1 INDICATIVE DESIGN ONLY 14 CASE CONTACT MAY 2015 NATASHA MURRAY

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3 CONTENTS Summary 4 Users 5 Where it fits in 6 IA 7 Key Features 8 Contact Management 3

4 SUMMARY 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. 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. NGO CONTACT WORKER We need to have access to venues that are safe comfortable and well resourced. 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. CASEWORKER Current casework can be confusing with joint decision making - information can get lost between workers and agencies 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. NGO CASEWORKER If no caseworker is allocated to the visit, there can be miscommunication and no one is on the right page. 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. 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 after I ve arrived 4 Contact Management

5 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 coordinate 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 and other attending children. Contact Management 5

6 WHERE IT FITS IN CONTACT 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. IDEAS & RELATIONSHIPS 9 REPORTER PORTAL SINGLE PROVIDER PORTAL CONTRACTS & FINANCIALS PAYMENTS & ACQUITTALS SERVICE DELIVERY HELPLINE REPORTING & BI SERVICES REGISTRY RESOURCE 3 TRIAGE & ALLOCATION 1 REFERRAL ADOPTIONS MATCHING SERVICE DLT DECISION SUPPORT CASEWORK PRACTICE CASE-FLOW DATA VISUALISATION 4 MY ORGANISER CASE CONTACT INFORMATION SHARING OTHER AGENCIES IDENTITY ALERTS 1 TIME DATA INPUT TASK & GOALS PLACEMENT REVIEW 8 FIELD ASSESSMENT TOOLS ENTERPRISE SEARCH 10 2 INTERACTIVE CASE PLAN 7 PORTAL: FAMILY VIEW INTERACTIVE CALENDARS VOICE TO TEXT FAMILY GENOGRAMS SINGLE SAS 1 & 2 MULTIPLE VIEW OF CHILD INPUTS DLT OFFLINE ACCESS PULSE LIVE CHAT SARA INTERACTIVE KNOWLEDGE CAPTURE 5 PORTAL: CYP VIEW MENTOR PROGRAM GAMES DLT INTERACTIVE CORE SYSTEM CORE FUNCTION SYSTEM FEATURE CALENDARS CULTURAL SUPPORT EDUCATION TOOLS LIVE CHAT TASK & GOALS 6 LIFE STORY PLATFORMS 1 PROTOTYPES LIFE PLAN DIRECT RELATIONSHIP DLT DISTRICT LED TOOLS PROJECT AFTERCARE IMPLICIT RELATIONSHIP RESOURCES 6 Contact Management

7 INFORMATION ARCHITECTURE Case Management System Portal: Family View Portal: CYP View Provider Portal Case Calendar Calendar Case Calendar Contact Contact Calendar Contact Contact Contact Management 7

8 KEY FEATURES FAMILY DASHBOARD The family views suggested resources to plan a contact session PLAN A CONTACT SESSION CONTACT The family selects an activity and schedules the contact Contact visits between family members and CYPs can be difficult. The contact functionality in the Family Portal allows USER family STORY members to be prepared for a contact visit by understanding what activities are going to take place, see photos As of a family people we attending want to choose contact the and right provide activity for their us own preferences FAMILY so that we for DETAILS can activities. plan ahead of time what we re going to do and come prepared Case worker helps the family form goals and objectives and Feedback preferred on activities how a contact visit went can also be captured to assist in the planning of future contact visits. MAIN FEATURES Information accessible on the portal will vary depending on the attendee: USER User STORY can specify the date of the contact session User can change the activity for the contact As a family User can we add want notes to enter / reminders our details regarding and the CYPs will have access to the pictures of all the attendees and be preferences contact so that the experience of planning able to request particular items they need for contact. contacts is personal to our needs 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. MAIN FEATURES Contact workers have access to the contact details of all User enters their family details attendees User in enter case their plans goals change and objectives or attendees don t show. User indicates preferred activities Carers are able to view pictures of the child, any caseworker, other carers and the contact worker. Main elements USER TESTING QUESTIONS 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 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 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 Capture contact preferences for families and CYPs have the freedom to chose a specific activity? FEEDBACK The family can feedback their thoughts after the session Caseworkers are able to create a new contact visit 4 1 Feedback on contact visits Selecting an activity for a contact visit / Caseworkers are able to create a new contact event. This Does the child and parent have different would goals be access / objectives, via worker or do they single form view family USER STORY goals? Information on each activity can be viewed when creating the As a family we want to leave feedback on the contact contact, and once created can be viewed by session the attendees. so that we can understand what s working and submit improvements to our caseworker Previous activities can be viewed and rated. / 9 4 Contact preferences can be created to guide how contact MAIN FEATURES visits are organised. 8 Contact Management 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 / 5