Computer-based Information Systems and Human Service Organisations: Emerging Problems and Future Possibilities

Abstract

Standardised case management systems were designed to address poor outcomes for abused or neglected children. Their introduction has been controversial, with some social workers identifying them as undermining the social worker–service user relationship, and professionalism. This paper reports on a qualitative study of service users of two widely used systems in Australia: “Looking After Children” (LAC) and “Supporting Children and Responding to Families” (SCARF) (both based on adaptations of United Kingdom systems). There has been relatively little evaluation of the long-term use of these systems relevant to Australian social work. The experiences of service users can contribute to debate because they provided lived experiences of these systems and family members' inclusion is a central goal. Children, young people, and parents reported positive experiences of case-managed interventions: the goals of the intervention were usually clear, processes productive, and relationships with social workers possible. However, service users did identify barriers to participation, limitations in assessment, and described diverse experiences of interventions. While these findings challenge critics, they also suggest that LAC and SCARF could be further developed to better meet expectations of families.