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Statistical data 2017–18

Child and family services

Top 6 issues for child and family services received in 2017-18

 Casework

 Object to decision

 Complaints

 Customer service

 Meeting individual needs

 Case management

 FormalInformalTotal
Casework9078168
After care support 1 3 4
Foster care recruitment/assessment 6 2 8
Foster carer training/support/supervision 7 10 17
Inadequate casework 64 52 116
RoH report - intake 2 9 11
RoH report - secondary assessment 6 0 6
RoH report - primary assessment 4 2 6
Object to decision4565110
Based on wrong facts 12 14 26
Bias/malice/prejudice 2 5 7
Dispute expert judgement 16 18 34
Failure to give reasons 4 17 21
Other reasons 11 11 22
Complaints4497141
Adequacy of advice 4 14 18
Apology 1 0 1
Compensation 1 1 2
Complaint system - inadequate 3 10 13
Delay 4 4 8
Failure to implement agreements 0 9 9
Failure to reply/inform 7 12 19
Failure to/inadequate review 4 9 13
Inaction 15 20 35
Systemic action - none/inadequate 1 1 2
Wrong decision 4 17 21
Customer service42109151
Delay 4 12 16
Failure to reply 8 20 28
Inaction 3 12 15
Inconsistent treatment 0 8 8
Poor/inadequate service 18 44 62
Rudeness/inappropriate behaviour 9 13 22
Meeting individual needs353570
Access/contact with family/friends 13 22 35
Accommodation/care placement - inadequate 11 5 16
Education 1 2 3
Emotional/social development 1 0 1
Funding - not available 3 2 5
Health care 0 1 1
Hygiene 1 0 1
Medical care 2 3 5
Physical environment - inadequate basic amenities 2 0 2
Physical environment - not home like 1 0 1
Case management294675
Access to specialist staff or programs 7 2 9
Assessment 1 6 7
Behaviour plan - not in place 0 2 2
Client inadequately involved in plans & decisions 3 5 8
Client not involved in plans & decisions 3 4 7
Individual/care plan - inadequate 2 7 9
Individual/care plan - not implemented 1 1 2
Individual/care plan - not in place 2 1 3
Interagency guidelines - compliance 0 1 1
Leaving care plan - inadequate 0 3 3
Leaving care plan - not implemented 1 2 3
Permanency planning 4 6 10
Referral 1 0 1
Restoration planning 4 6 10
Total285 430 715

Formal complaints finalised for child and family services in 2017–18

Adoption Child protectionChildrens Family Support Out of home careTotal
Complaints declined at outset 2 118 0 7 84 211
Service improvement comments or
suggestions to agency
0 3 0 0 1 4
Referred to agency concerned or
other body for investigation
0 0 0 0 1 1
Direct investigation 0 3 0 0 0 3
Complaints resolved after enquiries 0 51 0 2 75 128
Complaints resolved by agency prior to contact 0 39 0 1 41 81
Complaints consolidated into another complaint 0 3 0 0 8 11
Complaints referred to agency for
local resolution
0 5 0 1 5 11
Complaints conciliated/mediated 0 0 0 0 0 0
Total 2 222 0 11215450