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2.11 Managing Incoming Correspondence for Client Files (Open and Closed)

SCOPE OF THIS CHAPTER

The purpose of this chapter is to ensure that all correspondence regarding open or closed cases is considered by a qualified practitioner and action is taken accordingly.

This chapter was added to the manual in March 2018.


Contents

  1. Open Cases
  2. Closed Cases (within one month of closure)
  3. Closed Cases (after a month of case closure)


1. Open Cases

When reports or correspondence are received the following process should be followed:

  • Document received into appropriate team’s post point;
  • Document uploaded to child’s file in Livelink;
  • ‘Letter’ case note added to child’s record on LCS stating ‘…..uploaded to Livelink, please review and action as appropriate.’ Case note saved but not finalised;
  • Alert goes to allocated Case Worker;
  • Case Worker to review uploaded document and action as appropriate;
  • Case Worker records in Action Box in case note the action they have taken;
  • Case Worker finalises case note.

When medical documents are received into Child Protection Team they will:

  • Scan and upload the document to Livelink;
  • Add a case note which will go to the relevant Social Worker only;
  • Email the Livelink link to the Child Protection Team Manager, Child Protection Chair and/or IRO (if applicable).


2. Closed Cases (within one month of closure)

When reports or correspondence are received the following process should be followed:

  • Documents received into Post Room (or directly to CSC);
  • If the case is closed the correspondence should be sent to the CSC’s Referrals Team - protectedreferrals.cs@hertfordshire.gov.uk by the Post Room;
  • If the report or correspondence is received within one month of case closure from other professionals or hospitals which raises a concern, or appears to be requesting a service from Children’s Services’, the CSC creates a contact, uploads documentation and sends a notification to the most recent team manager which is treated as a re-referral;
  • Teams then follow the process as per ‘open case’ for all correspondence received thereafter.

If any team receives correspondence relating to a closed case this needs to be returned to the HCC post room with a request for them to follow the procedures outlined above.

Where Medical Documents are received into the Child Protection Team they will:

  • Scan and upload to Livelink;
  • Email the Livelink link to the Child Protection Team Manager and Child Protection Team Manager;
  • The Child Protection Service Manager or Child Protection Team Manager would liaise with the relevant Safeguarding Service Manager.


3. Closed Cases (over a month after case closure)

  • When a report or correspondence is received over a month after case closure (or is ‘not known’) the CSC creates a contact, uploads documentation and sends a full notification to the relevant team tray in appropriate Assessment Team, JCPIT, MASH or Family Help Triage, depending on the action required. Trays are checked by teams throughout the day;
  • If the case is re-opened, the Teams then follow the process as per ‘open case’ correspondence received thereafter;
  • In the event that a document is received into the most recent team’s post point over one month after case closure the document must be sent to the CSC Referrals Team protectedreferrals.cs@hertfordshire.gov.uk who will action as outlined in the ‘over a month after case closure’ procedure above.

End