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Introducing Technology in Child Welfare Referrals: A Case Study.

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The DCFS Needs Portal aims to improve social service referrals for families in child welfare. Key barriers to adoption include caseworker technology apprehension and workplace demands, highlighting the need for user-developer communication.

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Area of Science:

  • Social Work Technology
  • Child Welfare Systems
  • Human-Computer Interaction

Background:

  • Access to social services is critical for child safety and family reunification within the child welfare system.
  • Current methods of linking families to services are caseworker-dependent, often inefficient, and time-consuming.
  • The Los Angeles County Department of Children and Family Services (DCFS) sought to improve this process.

Purpose of the Study:

  • To evaluate the perceived benefits and barriers associated with adopting the DCFS Needs Portal.
  • To understand how user-developer communication influenced adaptations to the Needs Portal.
  • To assess the potential of an internet-based intervention for social service referrals.

Main Methods:

  • A case study approach was employed in Los Angeles County.
  • Data collection included in-depth interviews, direct observations, and user feedback from the Needs Portal.
  • Analysis focused on identifying adoption barriers and information flow dynamics.

Main Results:

  • Four primary barriers to Needs Portal adoption were identified: caseworker technophobia, diverse user communication styles, inadequate technological infrastructure, and competing work demands.
  • Effective information sharing between users and developers was crucial for adapting the portal to user needs.
  • Successful implementation requires addressing user-specific challenges and potentially incorporating in-person support.

Conclusions:

  • Internet-based interventions can coordinate services effectively but require user-centric design and ongoing support.
  • Overcoming technological apprehension and adapting to user needs are vital for maximizing the utilization of new digital tools in child welfare.
  • Future interventions may necessitate hybrid approaches, combining online platforms with direct user assistance.