Policy & Practice August 2018

System of Engagement in Action A system of engagement has helped the child/family and adult units at Houston County Department of Human Services (DHS) in Minnesota spend more quality face-to-face time with families. They can connect these families to services faster and help them experience better case conti- nuity, which the agency believes will lead to improved outcomes now and in the future. Social workers use web-based software in the office to scan and upload documents, and a companion mobile application to easily take photos and complete forms when meeting with children and families. The mobile application automatically syncs new data and content back to the office, which provides workers with immediate access to critical information they need. That way, workers can make decisions focused on safety and outcomes, not just meeting mandates. Agency leadership recognized from the beginning the importance of a system designed to work the way social services agencies work. “As we talked with the county board, we said this is something that will help us with our efficiency with things that we’re required to do,” said DHS Director John Pugleasa. “We can get more face-to-face value with the same staff because we’re doing the adminis- trative work more efficiently.” Houston County Commissioner Justin Zmyewski added, “If you're not using the latest and greatest software, you’re behind. This is an opportunity to try and expand the potential capa- bilities within our Human Services.” Social workers are saving two hours per day, which helps them hit dead- lines and feel more efficient, and has reduced their stress. “We’re able to take action a lot faster in regard to what our next steps are going to be when meeting with the families, making referrals, getting services in place when needed,” said Andrea Onstad, a child protection social worker.

search to surface dark data through a child welfare lens. It presents a complete picture of a child or family’s past and present to safeguard their future. Social workers are informed about prevalent topics, potential risk factors and safety threats, important people and collaterals connected with families, and key events critical to safety and permanency. Case discovery, along with content collection and data collection, can help child welfare organizations minimize delays when making decisions, which reduces trauma to children. It can uncover insights and trends across the community and equip decision-makers with specific examples and data to confirm areas of concern, recom- mend potential solutions, and justify resource allocation.

Imagine for a minute that a case file could speak. What questions would a social worker ask it? Would the answers make that worker feel empowered to make the right decision? Would they help someone understand not just what happened, but why or how it happened? Every piece of content has the poten- tial to contain critical information about a case, but it gets buried deeper in the file as more new information gets added. If a social worker only looks at the now without the why from the past—including the dark data that contribute to a root cause—he or she risks making decisions based on con- firmation bias or missing critical signs and making the wrong decision. An effective system of engagement leverages next-generation technology like artificial intelligence and cognitive

See Engagement on page 40

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August 2018   Policy&Practice