““MEASURING WORKLOAD IN MEASURING WORKLOAD IN CHILD PROTECTION CHILD PROTECTION
SERVICES”SERVICES”
Tools That WorkTools That Work Conference ConferenceCWLACWLA
November 2003November 2003
Why Measure Workload?Why Measure Workload?To More Fully Understand: increased difficulties of the children/families
involved with child protection services
high level of risk that workers manage
service and financial gaps between the amount of work that needs to get done and available staffing
Relevancy of Tool For USARelevancy of Tool For USA Workload is an issue for most Workload is an issue for most
jurisdictions in the U.S.jurisdictions in the U.S. Tool is based on a taxonomy of known Tool is based on a taxonomy of known
child welfare taskschild welfare tasks Tool flexible to include tasks relevant to Tool flexible to include tasks relevant to
your communityyour community Way to compare time taken to complete Way to compare time taken to complete
tasks (within agency, city, state, tasks (within agency, city, state, nationally)nationally)
Child Protection Demographics Child Protection Demographics in Ontarioin Ontario
Ontario province is largest in Canada; Ontario province is largest in Canada; =12 million people=12 million people
Child welfare services are delivered by Child welfare services are delivered by 52 children’s aid societies (CASs)52 children’s aid societies (CASs)
Child Welfare Budget= $974 million Child Welfare Budget= $974 million (59%+)(59%+)
# of children in care=18,040 (47%+)# of children in care=18,040 (47%+) # of child protection staff=7,401 (48%+)# of child protection staff=7,401 (48%+)
Workload Measurement Workload Measurement ProjectProject
Study Purpose Study Purpose • To develop a standardized tool to measure To develop a standardized tool to measure
CAS workload CAS workload
Study ResultsStudy Results• Task lists for key areas in child protection Task lists for key areas in child protection
workwork• Findings on average time to complete Findings on average time to complete
different aspects of child protection workdifferent aspects of child protection work• Basic components of a Workload Basic components of a Workload
Measurement tool Measurement tool
Context For Measuring Context For Measuring Workload in OntarioWorkload in Ontario
Child Mortality Task Force-1996Child Mortality Task Force-1996 Risk Assessment Model - 1997Risk Assessment Model - 1997 Legislative amendments -2000Legislative amendments -2000 Expanded emotional abuse definitionsExpanded emotional abuse definitions Standards for neglectStandards for neglect Technology Funding equity/model - 1997Technology Funding equity/model - 1997 Accountability MechanismsAccountability Mechanisms Training Training
Phases of Workload Phases of Workload Measurement ProjectMeasurement Project
Phase 1 (1997) Phase 1 (1997) • Developed Project ConceptDeveloped Project Concept
Phase 2 Phase 2 (1999(1999))• Developed task listsDeveloped task lists• First data collection periodFirst data collection period
Phase 3 Phase 3 (2001)(2001)• Second data collection periodSecond data collection period
Project Completed (2002) Project Completed (2002)
Project ManagementProject Management
Project ManagersProject Managers
ResearcherResearcher
Steering Committee Steering Committee
Conceptual FrameworkConceptual FrameworkIntake & Family Services ModuleIntake & Family Services Module Children in Care ModuleChildren in Care Module Resources ModuleResources Module
Service UnitsService Units Service UnitsService Units Service UnitsService Units
Intake and AssessmentIntake and Assessment Admission to CareAdmission to Care Foster CareFoster Care
1. Inquiry1. Inquiry 1. Placement Process1. Placement Process 1. Recruitment1. Recruitment
2. Requests for Counselling and Other Child 2. Requests for Counselling and Other Child Welfare Services/AssistanceWelfare Services/Assistance
Children in CareChildren in Care 2. Approval and Assessment Process2. Approval and Assessment Process
3. Reports Received - Full Investigation Not 3. Reports Received - Full Investigation Not RequiredRequired
2. Temporary Care Agreement2. Temporary Care Agreement 3. Placement/Matching3. Placement/Matching
4. Protection Investigation and Assessment4. Protection Investigation and Assessment 3. Temporary Care and Custody3. Temporary Care and Custody 4. Evaluation/Annual Review4. Evaluation/Annual Review
Family ServicesFamily Services 4. Society Wardship4. Society Wardship 5. Foster Parent Support - Regular5. Foster Parent Support - Regular
5. Protection Services5. Protection Services 5. Crown Wardship5. Crown Wardship 6. Foster Parent Support - Specialized6. Foster Parent Support - Specialized
6. Other Counselling Services (individual, 6. Other Counselling Services (individual, family, group, pregnancy)family, group, pregnancy)
6. Extended Care and 6. Extended Care and MaintenanceMaintenance
7. Foster Parent Support - Treatment 7. Foster Parent Support - Treatment
7. Independent Living7. Independent Living 8. Foster Parent Training8. Foster Parent Training
8. Adoption Placement/Preparation8. Adoption Placement/Preparation AdoptionAdoption
9. Special Needs Agreement9. Special Needs Agreement 9. Recruitment9. Recruitment
10. Customary Care Agreement10. Customary Care Agreement 10. Approval and Assessment Process10. Approval and Assessment Process
11. Matching & Placement11. Matching & Placement
12. Adoption Training12. Adoption Training
13. Adoption Support and Supervision13. Adoption Support and Supervision
14. Post-Adoption Services14. Post-Adoption Services
15. Adoption Disclosure15. Adoption Disclosure
Service Task ListsService Task Lists Intake and Family ServicesIntake and Family Services
• Family ServicesFamily Services• Intake and AssessmentIntake and Assessment
Children in CareChildren in Care• Admission to CareAdmission to Care• Children in CareChildren in Care
ResourcesResources• Foster CareFoster Care• AdoptionAdoption
Additional Task ListsAdditional Task Lists TravelTravel
• Travel to/from all client related activityTravel to/from all client related activity
CourtCourt• Preparation of court documentsPreparation of court documents• Court preparationCourt preparation• Service of documentsService of documents• Waiting in courtWaiting in court• Providing evidenceProviding evidence
Level of ParticipationLevel of ParticipationSStudy was commissioned and funded by OACAStudy was commissioned and funded by OACAS
Phase 2Phase 2 – – • 41 out of 50 CASs (82%)41 out of 50 CASs (82%)• 251 child protection workers provided data on 5,436 251 child protection workers provided data on 5,436
casescases• 2 week data collection period2 week data collection period
Phase 3Phase 3• 38 out of 50 CASs (76%)38 out of 50 CASs (76%)• 800 child protection workers provided data800 child protection workers provided data• 4 week data collection period for all task areas but 4 week data collection period for all task areas but
foster/adoption training/recruitment was collected over 2 foster/adoption training/recruitment was collected over 2 monthsmonths
• Lessons learned in Phase 2 informed Phase 3Lessons learned in Phase 2 informed Phase 3
Time Gathering Time Gathering MethodologyMethodology
Phase 2 Phase 2 • Workers recorded actual time spent on work, per Workers recorded actual time spent on work, per
case, on time sheets over 2 weeks in Spring 2000 case, on time sheets over 2 weeks in Spring 2000 for: all service areas, court and travelfor: all service areas, court and travel
Phase 3Phase 3• Workers recorded actual time spent on work, per Workers recorded actual time spent on work, per
case, on time sheets over 4 weeks in Fall 2001 case, on time sheets over 4 weeks in Fall 2001 for: foster care, adoption, admission to care, court for: foster care, adoption, admission to care, court and travel and travel
Time Gathering Time Gathering MethodologyMethodology
Goal: Goal: • Data will provide reasonable starting point for Data will provide reasonable starting point for
understanding workload of child protection understanding workload of child protection workersworkers
Method:Method:• Sample Size Requirements Need to be MetSample Size Requirements Need to be Met• Use Only Data Where Time for Full Case Work Use Only Data Where Time for Full Case Work
ProvidedProvided
Focus GroupsFocus GroupsUsed at different points to: Used at different points to:
Before Data CollectionBefore Data Collection• Confirm accuracy of task listsConfirm accuracy of task lists• Feedback on “user-friendliness” of task lists Feedback on “user-friendliness” of task lists
Post Data CollectionPost Data Collection• Review preliminary data from the time surveysReview preliminary data from the time surveys• Identify ideal amount of time required as part of a Identify ideal amount of time required as part of a
“best practice” approach“best practice” approach• Reference group to validate whether survey data Reference group to validate whether survey data
matched actual practicematched actual practice
RESULTSRESULTS Protection, Children in Care, ResourcesProtection, Children in Care, Resources
Results: where benchmarks existed, indicated actual Results: where benchmarks existed, indicated actual amounts of time required is higher than funding formulaamounts of time required is higher than funding formula i.e.i.e.
• Report Received No Further Investigation RequiredReport Received No Further Investigation Required• Investigation Investigation • Protection ServicesProtection Services
Results: provided time required in areas where no Results: provided time required in areas where no benchmarks existedbenchmarks existed e.g.e.g.
• Admission to CareAdmission to Care• Foster Care EvaluationFoster Care Evaluation• Adoption Matching / PlacementAdoption Matching / Placement
ResultsResultsCourt & TravelCourt & Travel
COURTCOURT• 2.65 hours per week, per worker are spent in 2.65 hours per week, per worker are spent in
court activitiescourt activities
TRAVELTRAVEL• 3.94 hours per week, per worker are spent in 3.94 hours per week, per worker are spent in
travel activitiestravel activities
FINDINGFINDING• Each worker spends approximately one day a Each worker spends approximately one day a
week in court and travel activitiesweek in court and travel activities
Workload Measurement ToolWorkload Measurement Tool AGGREGATE:AGGREGATE:
• Time-based measurement of total workload (the sum Time-based measurement of total workload (the sum total of all worker activities total of all worker activities
• Allows calculation of number of workers required Allows calculation of number of workers required (e.g. Admission to Care of a Child - average is 25.9 hrs. per admission (e.g. Admission to Care of a Child - average is 25.9 hrs. per admission per child X 300 admissions/year = 7770 worker hrs) divided by 1112 per child X 300 admissions/year = 7770 worker hrs) divided by 1112 hrs/yr= 6.7 workers (gov’t) VS. 8 workers (WMP study)hrs/yr= 6.7 workers (gov’t) VS. 8 workers (WMP study)
• Can transform workload data into caseload data Can transform workload data into caseload data
INDIVIDUAL TASK:INDIVIDUAL TASK: • Time-based measurement of each task for each Time-based measurement of each task for each
service areaservice area• Allows for strategic examination of specific work Allows for strategic examination of specific work
areasareas
Workload Benchmarks and Workload Benchmarks and Staff AvailabilityStaff Availability
the “supply” side of the equation relates to the the “supply” side of the equation relates to the amount of time not available to the social amount of time not available to the social worker to provide direct caseworkworker to provide direct casework
these activities include: travel time, court these activities include: travel time, court work, staff training, vacation, etc. and are work, staff training, vacation, etc. and are subtracted from the total time available for subtracted from the total time available for workwork
overall figure is calculated based on how overall figure is calculated based on how much time is available for workmuch time is available for work
Focus Groups Told UsFocus Groups Told Us
feedback on the use of the tool was feedback on the use of the tool was positivepositive
workers felt that their input was workers felt that their input was importantimportant
workers recognized the importance of a workers recognized the importance of a tool that was developed from the tool that was developed from the perspective of the front-line workerperspective of the front-line worker
Area of ServiceArea of Service MCSS Funding MCSS Funding Framework BenchmarkFramework Benchmark
WMP Average Time Taken to WMP Average Time Taken to Complete TasksComplete Tasks
Foster Care TrainingFoster Care Training
SupportSupport
3 hrs 3 hrs
monthly benchmarkmonthly benchmark
29.9 hours29.9 hours4.92 hrs./mo4.92 hrs./mo
Foster Parent/Child MatchingFoster Parent/Child Matching No benchmarkNo benchmark 3.85 hours3.85 hours
Adoption Home StudyAdoption Home Study 20 hrs20 hrs
event benchmarkevent benchmark
19.75 hours/home study19.75 hours/home study
Adoption TrainingAdoption Training
Support and SupervisionSupport and Supervision
No benchmarkNo benchmark 11.3 hours/month per worker11.3 hours/month per worker4.6 hours/month per case4.6 hours/month per case
Adoption Matching and Adoption Matching and PlacementPlacement
No benchmarkNo benchmark 15.7 hours per child15.7 hours per child
Post Adoption ServicesPost Adoption Services No benchmarkNo benchmark 2.8 hours per month per home2.8 hours per month per home
Adoption DisclosureAdoption Disclosure No benchmarkNo benchmark 4.48 hours per case4.48 hours per case
Comparison with Funding Framework BenchmarksComparison with Funding Framework Benchmarks
Implications For StaffingImplications For Staffing
Intake & Investigation Intake & Investigation • 54% more staff54% more staff
Ongoing Child Protection Ongoing Child Protection • 29% more staff29% more staff
Children in CareChildren in Care• 133% more staff133% more staff
Ways Data Can Be UsedWays Data Can Be Used Understand time to do service areasUnderstand time to do service areas Plan for number of workers requiredPlan for number of workers required Inform budget discussionsInform budget discussions Examine tasks to best practice implicationsExamine tasks to best practice implications Strategically examine specific areas for Strategically examine specific areas for
enhancement, reduction, reassignment enhancement, reduction, reassignment Empirical data underpins discussion with Empirical data underpins discussion with
funding bodiesfunding bodies Region, Area and Provincial breakdownsRegion, Area and Provincial breakdowns
Example:Example:Court and Travel ResultsCourt and Travel Results
On average direct service workers On average direct service workers spend 111.3 hours/year or 2 hours/39 spend 111.3 hours/year or 2 hours/39 min./wk in court related activitiesmin./wk in court related activities • 48% of the time/yr is spent in preparation of court 48% of the time/yr is spent in preparation of court
documentsdocuments• 13% of time/yr is spent in court consultations/meetings13% of time/yr is spent in court consultations/meetings• 4% of the time/yr is spent in providing evidence before the 4% of the time/yr is spent in providing evidence before the
courtcourt• 7% of the time/yr is spent in the service of court documents7% of the time/yr is spent in the service of court documents• 28% of the time/yr is spent in waiting in court 28% of the time/yr is spent in waiting in court
ConclusionsConclusions
1.1. Staff working in CASs in Ontario are stressedStaff working in CASs in Ontario are stressed2.2. They are overloaded with workload and They are overloaded with workload and
administrative pressuresadministrative pressures3.3. Comprehensive task lists developedComprehensive task lists developed4.4. Actual time taken to complete tasks is higher Actual time taken to complete tasks is higher
than Funding Framework Benchmarks than Funding Framework Benchmarks 5.5. Benchmarks in the Funding Framework must be Benchmarks in the Funding Framework must be
revised to reflect the actual time taken to revised to reflect the actual time taken to complete taskscomplete tasks
ConclusionsConclusions
6.6. High level of participation and large sample size is High level of participation and large sample size is an accurate reflection of amount of time taken to an accurate reflection of amount of time taken to complete all aspects of child protection workcomplete all aspects of child protection work
7.7. Revisions to staffing and workload benchmarks Revisions to staffing and workload benchmarks must be considered in the context ofmust be considered in the context of
• other strategies intended to reduce administrative other strategies intended to reduce administrative tasks of front-line workerstasks of front-line workers
• options to streamline workflowoptions to streamline workflow
• approaches to increase the time available to provide approaches to increase the time available to provide support and clinical intervention with children and support and clinical intervention with children and familiesfamilies
Advocacy EffortsAdvocacy EffortsIt is recommended thatIt is recommended that WWorkload benchmarks in the Funding orkload benchmarks in the Funding
Framework be increased to reflect the results Framework be increased to reflect the results of this studyof this study
Implementation of the revised benchmarks be Implementation of the revised benchmarks be staged in over the next two years staged in over the next two years
OACAS share the results of the study with OACAS share the results of the study with funders and work cooperatively to develop funders and work cooperatively to develop realistic and adequate funding benchmarksrealistic and adequate funding benchmarks
Next StepsNext Steps The Workload Measurement Tool be The Workload Measurement Tool be
automatedautomated Further data analysis obtained from Phase II Further data analysis obtained from Phase II
and Phase III of the WMP can assist and Phase III of the WMP can assist agencies in reviewing specific agency needs agencies in reviewing specific agency needs (i.e.. Court, travel, administrative)(i.e.. Court, travel, administrative)
Further workload measurement may be Further workload measurement may be required for other positions within child required for other positions within child protection (e.g. Legal, protection support, protection (e.g. Legal, protection support, Management)Management)
Benefits of the ProjectBenefits of the Project Extensive research and information for the Extensive research and information for the
government to use in reviewing and government to use in reviewing and assessing the Funding Frameworkassessing the Funding Framework
Extensive research and information for Extensive research and information for agencies to use in reviewing their structure agencies to use in reviewing their structure and delivery of service and delivery of service
Agencies can compare time taken to Agencies can compare time taken to complete tasks complete tasks
Research and data are available and updated Research and data are available and updated for future policy development at the for future policy development at the government levelgovernment level
Dissemination Dissemination Information has been shared with all Information has been shared with all
Ontario CASs, the Provincial Ontario CASs, the Provincial government and the unionsgovernment and the unions
Local agencies, the provincial child Local agencies, the provincial child welfare association and the unions are welfare association and the unions are using the information in their advocacy using the information in their advocacy effortsefforts
KEY MESSAGESKEY MESSAGES
Workload:Workload: Is/and will continue to be a problemIs/and will continue to be a problem Is measurableIs measurable There is a tool to measure workloadThere is a tool to measure workload Once measured, we have data/choices Once measured, we have data/choices
around how, where staff is usedaround how, where staff is used Measuring workload is critical in articulating Measuring workload is critical in articulating
need for increased resourcesneed for increased resources
THE ENDTHE END
Presented byPresented by
Howard Hurwitz, MSW Howard Hurwitz, MSW ([email protected])([email protected])
Deborah Goodman, MSW,PH.D.Deborah Goodman, MSW,PH.D.
