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NYS Office of Children and Family Services & The Center for Technology in Government
Expanding Mobile Capabilities in Child Protective Services: The New York State Mobile Technology Demonstration Pilot Program
The Mobile Technology Pilot Program
In New York State (NYS), child protective service (CPS) case workers play a pivotal role in protecting children. Their work is highly sensitive and their decisions are life-changing. To meet their core mission of serving children they must spend a large amount of time in the office documenting casework and managing work within the state's automated child welfare information system, which is known as CONNECTIONS. Their time spent in the office is critical time they are not spending in the field investigating cases.
Recognizing a need, NYS Office of Children and Family Services (OCFS) and the NYS Legislature initiated a pilot program to test how mobile information technology could be used in child protective services casework. The goal was to determine if caseworkers could meet their legal and administrative requirements without having to be physically present in the office, and therefore potentially be able to better utilize their time and complete more of their work in the field.
A pilot program was funded and aimed at evaluating whether having access to mobile technology would provide more opportunities to do traditional office work while in the field and whether such mobile devices facilitate increased efficiency and effectiveness in CPS investigations. NYS OCFS partnered with the Center for Technology in Government (CTG) at the University at Albany-SUNY to conduct an independent assessment on the use of mobile technologies in CPS. The assessment focused on two core areas; understanding how the technology is used in the work setting and how it impacted the work itself. In three successive efforts starting in 2006, NYS OCFS, the Local Departments of Social Services (LDSS), and CTG developed an implementation strategy to provide learning and systematic feedback to inform decision-making as well as to understand the organizational and policy issues related to the adoption of mobile technologies. Since 2006, 26 districts have received laptops for over 750 NYS CPS caseworkers.
One of the main goals of the assessment was to provide real-time input into the overall implementation and deployment strategies of the mobile technology initiatives. The phased deployment and assessment of these mobile technologies gave CPS caseworkers the opportunity to influence technology investments that will impact their profession. Through surveys, focus groups, and workshops CPS caseworkers were able to inform decision makers about the advantages and disadvantages of using different mobile technologies to support their work. Different groups tested laptops and tablet PCs to access case information, Blackberries for email, digital pens to take notes, and telephone dictation service for case documentation.
Information about mobility and use and general satisfaction were used to inform mid-course and overall decision-making. Armed with assessment findings in areas such as device capabilities, satisfaction, effects on productivity, and general obstacles, leadership teams from OCFS, ACS and LDSS made strategic and tactical modifications to enhance the comprehensive implementation plan. Some mid-course adjustments included changing networking infrastructure to increase system performance speed and initiating cross-department discussions on compensation policies while post-assessment findings influenced device selection and smaller, more manageable deployment numbers. The continuous feedback loop into the process emerged as the most effective and innovative component of the entire assessment. With the results of these testing activities, OCFS gained a substantial knowledge base to inform the larger scale acquisition and deployment for new devices for CPS fieldwork.
Assessment Results
In all three efforts, data has clearly shown (and caseworkers have stated) a positive change in productivity, mobility, and overall satisfaction in performing CPS work.
Evidence of productivity gains came from the impressions of the users and from work recorded in the CONNECTIONS system. Participants reported improved timeliness of documentation using the laptops. In addition, a majority reported improved ability to access case information from the field with the laptop. During workshops, some participants during workshops stated that they received new case assignments while in the field by checking their email and CONNECTIONS accounts.
Work records from the CONNECTIONS system reveal that the pace of case closings increased moderately with laptop use. Using the laptops had an overall positive impact on satisfaction and attitudes toward the work. Many of the users reported being satisfied with the mobile technologies. Perceptions of having adequate resources and feeling valued increased as well. The proportion of users willing to recommend laptop use to a colleague were very high. Over half of the users reported lowered job stress with laptop use as well.
The results illustrate two main benefits of mobility: 1) increased flexibility in where and when all types of CPS work is done, and 2) increased access to information while out of the office. The mobile technology with the capability to complete the most work outside the office was the laptop and tablet. They can be used for investigation, interventions, documentation and reporting, and court-related activities while in the field, at court houses, and at home.
Participants used the laptops during normal work hours, after work hours, during commute times, and when working overtime. Over half of caseworkers reported using laptops while working overtime. Case documentation was the most frequent use, including inputting and updating notes, and completing safety assessments. Other work included reading and reviewing case histories or new cases, doing person searches or checking client histories, conducting clearances, email, accessing government or other Web sites, and looking up services for clients. One caseworker stated, "I have used the laptop to complete safety assessments, enter interviews, complete RAP's [risk assessments], and other case related work." Another recounted, "I mainly use the laptop to update my notes and submit cases. I also use it to check and return e-mails and for directions. When I am in the field and get a new case, I use it to read supervisory directives and case history." One caseworker stated, "It increases caseworkers opportunities to access services while in the field and affords the CPS worker more independence in acquiring clearances."
More testers now feel that they do not have to wait to enter information in CONNECTIONS when activity happens at the end of the day, however, many still believe they will wait until the next morning. Several caseworkers stated, "With the laptop, I enter my daily progress notes on time. That means any visit that I did after work hours is entered before the next work day." Another said, "I don't have to wait until the next day to input my notes after an initial visit or field visit. It is very helpful."
The overall level of satisfaction with the laptops is high. Almost two-thirds said that laptop use generally was seen as contributing to lower job-related stress. Those who reported a reduction in stress stated reasons such as their ability to catch up on their work, being able to submit reports on time, knowing the laptop is available, and having the flexibility of working on documentation outside of the office. One caseworker said, "If I can't sleep at night because of all the stress that results from a build up of casework activities not completed, I can complete case documentation at home during the evening to reduce some of the work I will have to do the following day." Several others expressed this similar sentiment, "Knowing that I have it [the laptop] helps me relax when I feel I don't have enough time to complete work while in the office."
Over 80% of those participants testing laptops in the first two phases recommend the continued use. The reasons mentioned for this included perceptions that it improves ability to serve clients, it increases one's ability to use time more efficiently, it enables you to do work outside of office and on your own timetable, and it increases access to information and timeliness of your documentation. But all recognize that it does not solve all problems, one caseworker stated, "Technology only helps us to have flexibility in where and when we do the documentation but does not lessen the complexity and tension in each case."
Although the more productive use of CPS caseworker time may be presumed to have a positive effect on reducing cost, this has not been a primary driver of the mobility project initiative. The primary objective is to enable CPS caseworkers to achieve more positive outcomes for the children and families that they serve by spending a greater proportion of their time working directly with them to address the issues that brought them to the attention of the child welfare system.
Conclusion
Successfully introducing new technology into an intergovernmental arena (such as CPS) requires extensive planning, coordination, and buy-in from multiple organizations. The state and local organizations taking part in this effort had a hand in every aspect of the technical, policy, and management implications of how mobile technologies are used in CPS work. The results reveal an agency willing to take an innovative and collaborative approach to a large-scale IT investment by testing technologies, uncovering issues, and understanding impacts before jumping in head first. Such a strategy can be a hard sell in the beginning but can pay dividends in the end.
Complete project information available at: http://www.ctg.albany.edu/projects/mobile 
Contacts:
- Meghan Cook
- Program Manager
- Center for Technology in Government
- 187 Wolf Road, Suite 301
- Albany, NY 12205
- (518) 442-4443
- mcook@ctg.albany.edu
- William Travis
- Deputy Commissioner
- NYS Office of Children and Family Services
- 40 North Pearl
- Albany, NY 12243
- (518) 402-3194
- william.travisjr@ocfs.state.ny.us