Fed up with a new system they claim is putting children at risk, community services workers downed tools at Faulconbridge on Thursday.
Since the introduction of the IT system ChildStory in November, which replaces the platform KIDS, used to handle child protection and out-of-home care activity with children, their families and foster carers, there have been ongoing issues.
Speaking on behalf of Department of Family and Community Services workers in the Faulconbridge office, Troy Wright from the Public Services Association said workers were outraged by the way the system had been rolled out.
He said there were cases where foster carers were not being paid for goods and services children in their care used such as dentistry, school fees, bedding and toys, because of a glitch in the system.
“They are not receiving proper services,” Mr Wright said.
There were other issues with records not being transferred across to the new system and being accurate, and some foster carers who have been de-authorised, appearing as authorised in the new system, potentially putting kids at risk of ending up in the care of someone dangerous.
He said there were cases where people trying to report to the Child Protection Helpline were waiting more than two hours to get through, while staff struggled with the new system to record reports of children at risk.
“They can’t process calls as quickly as they used to because of the system,” Mr Wright said.
Caseworkers were sitting at their computers struggling with the new system, rather than being out there helping families, he said.
“This half-baked platform should never have been rolled out in its existing form. It is making it easy for kids to fall through the cracks,” Mr Wright said.
He said the PSA and workers had raised concerns with family and community services minister Pru Goward and her department, but didn’t feel they were being listened to.
“We want the minister to start listening to staff and members [of the PSA] and revert to the old system while getting it [the new system] fixed,” Mr Wright said.
A FACS spokesman said the launch of ChildStory had changed the way many FACS staff work.
“FACS understands that the change has occasionally caused frustration as staff transition to a new system.
“To ensure ChildStory runs smoothly FACS is working to provide staff with more support and is continuing to make improvements to the system,” he said.
“Additional training and workshops have been organised, and experts are providing on-site support in FACS offices.
FACS has also increased the number of Helpline staff, invested heavily in training and brought in additional specialist resources to ensure the system operates effectively and efficiently.”
