Managing Incoming Correspondence for Client Files (Open and Closed)

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.