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A Reporting Portal for Family and Community Services of New South Wales

Animation of the Logo for MRG

We built a responsive web experience supporting Mandatory Reporters in NSW

1
Who uses this?

The Mandatory Reporting Guide (MRG) is used by professionals in New South Wales, Australia, with mandatory reporting duties. This group includes caseworkers, healthcare providers, educators, and law enforcement officers. They are often the first to identify situations where a child's well-being may be compromised.

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What is the MRG?

The MRG is a structured tool that aids in the decision-making process for reporting child welfare concerns. It covers various forms of abuse and neglect, including physical, sexual, and emotional. The guide incorporates decision trees, checklists, and other important tools to facilitate a systematic risk assessment.

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Why is it Important?

The MRG aims to standardize the reporting process, ensuring that professionals make consistent, informed decisions. It enhances the effectiveness of child protection systems and helps ensure the safety of vulnerable children. The guide is updated periodically and is meant to complement, not replace, professional judgment.

My Role: Lead Designer for Reporting Community and Early Intervention, Intake and Helpline sections of Casework Community

Wireframes Icon
Created wireframes and prototypes to convey ideas ensuring design principles, practice changes, improvements from perspective of the broad user group.
Created User Journeys, Service Blueprints, Prototypes. Iterative prototyping and user testing provided insight for Design Specifications and User Stories
Managed the design and development of the initial pre-account community websites for YOU, Caring and Reporter, on time and within budget in Q4 2016
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Liaised with vendor partners Salesforce, Squiz and Tigerspike, FACS policy stakeholders and tester for the Reporter Community
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Worked collaboratively with cross-functional teams of BA’s, solution architects, change managers and separate development teams for each community
Testing the designs, getting feedback and iteration of ChildStory community accounts for Reporting flows with participants.

A Phased Human-Centered Design Approach

  • 1. Leveraging Insights

    With the aid of initial workshops and interviews from the Requirements Phase from ChildStory Casework.
  • 2. Workshops with Stakeholders

    Worked in teams consisting of designers, business analysts and SMEs, to conduct Reporting Community focused Interviews and Workshops which helped us understand the unique concerns of each reporter group.
  • 3. Conversations with Helpline Teams

    Listened to inbound calls at Helpline and Child Wellbeing Units to understand the needs and concerns of Mandatory Reporters. The insights from our discovery would inform the Resources, Knowledge Articles and support services suggested to Mandatory Reporters.
  • 4. Define the future state

    Creating the Service Blueprints, IA, sketches and wireframes helped convey the future state to focus group Mandatory Reporters. Designs were iterated and refined following feedback.

We spoke to a lot of users & here are some of the insights from the workshops and interviews

Adam Pearce
Police Officer
I would like to know the outcome of what I have reported instantly with list of actions.
Samira Robson
Health Manager
It would be good to have resources to help me with the questions that I am unsure of.

I would also like to see the progress as I enter information into the report.
Jeremy Hillier
School Principal
I want to be able to save a report for later completion. Also, if further investigation is needed can i be contacted at my convenience?
Kelly Jennings
Day Care worker
I am not sure, which category of concern is more relevant. Can't I choose more than a single concern or just make a report?
  • Education Reporters see a child or young person nearly everyday, they personally feel burdened as they see the impact to the child.
  • Mandatory reporters are not always receiving the physical feedback letter to inform them of the Helpline outcome. If it does arrive it can be many weeks after the e-report.
  • Unstructured text boxes e-reports can mean an increase in effort at Helpline for Caseworkers to decipher the meaning and intent of reports.
  • Improving the quality of information captured in reports to Helpline assist caseworkers further down the process at Triage and Assessment.
  • Improving the quality of information captured in reports to Helpline assist caseworkers further down the process at Triage and Assessment.
  • Reporters often run the tool numerous times, changing the input until they receive an outcome of 'Report to FACS', with the belief numerous e-reports will lead to a FACS intervention.
  • Mandatory Reporters are required to enter their details with every e-report. Frustrating for those who are frequent reporters. Some reporters are submitting near blank reports.
  • Mandatory Reporters that are not part of Police, Health or Education don’t have access to - or even know about the MRG and other services, that may be available to them when trying to manage their concern.
  • Mandatory reporters often miss the knowledge articles located to the right of the MRG decision options, due the design of the page. Infrequent Reporters find the page confusing and tend to prefer to call Helpline.

Hypothesis

Empower Reporters by providing contextual guidance throughout the reporting process to improve the quality of information captured in an e-Report.
This would streamline the intake process, reducing the amount of time caseworkers spent on call backs to Reporters, seeking more information before a report can be screened, allowing Helpline caseworkers to focus their efforts on high risk reports.

A Set of Design Goals Tailored to Mandatory Reporters Needs

Simplified Reporting

Run the MRG, view guidance and explanations on the most suitable decision tree to select as well as view the outcome of the MRG

Manage all Reports

Self register for a
ChildStory account to receive real time outcomes of reports submitted to helpline

Easy access to Resources

View their report history as well as access resources to inform and empower reporters to support children and young people.

Service Blueprint created by our Design Team

Building a Prioritized List of Features

Simplified Decision Tree for Reporting
We redefined the questions being asked for each of the concerns associated with the child. This avoids reporters getting confused midway.
Availability of helpful resources throughout
Resources which help in answering questions, viewing explainer videos to select the concern, contextual info boxes are few examples.
Organizing the information which is collected
We provided ways for the reporters to include mandatory information to help the caseworkers and also additional features that help the case.

Guiding the reporters through helpful and contextual information

Earlier - 6/10 reporters usually started with a wrong selection of concern when reporting. This increased the time taken to complete the task by a significant amount.
  • 1. We added helpful information and explainer videos which tell the reporters what they should be selecting.
  • 2. Subtext for each of these concerns to help the reporters easily identify their primary concern.

Proving a concise and clear summary of reporting with necessary actions

Reporters often got confused with the final decision of the guide not knowing how to report which ended up in increase of helpline calls.
  • 1. Final Decision of the MRG guide which tells what to do next
  • 2. At this point, the users can also create a pdf of the decision for later purposes.
  • 3. Summary of the answers submitted to the MRG guide.
  • 4. Clear set of actions for the reporter - Either to call the help desk or an eReport.

The Reporting Workflow

Scroll through the different steps of how we simplified the reporting entry process

Tracking the status of your report and always staying informed

Once a report is submitted, the users had no way of tracking the status of the case and being informed about what happened to the child, or if the case has been assigned.
  • 1. After a report is submitted, reporters can download the complete summary of what has been reported.
  • 2. We also included a progress tracker which can be used to stay updated and also get timely notifications delivered to their email and phone when the status changes.
Watch the complete
Reporting Flow Video
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A need for a centralized portal used by the frequent reporters

  • A global repository of reports
    All of the frequent reporters, wanted a way and a repository where they can go view their past reports (history), ongoing reports and view their current status to stay updated.
  • Ability to update Reports
    In many cases, reporters acquire more detailed information over a period of time and not exactly at the time of making a report. So, there was a great desire to give additional capabilities where they can edit the report, add more information to the report which helps with the case.
  • Alerts about missing information
    According to 2014 reporting history, 73% of the reports had some kind of missing information such as child details/ suspect details/ supporting images which are vital in investigation of the case. The reporters need to be alerted and the necessary information needs to be gathered before the report expires.
  • Submit the incomplete drafts
    Also, one of the features which kept coming in discussions with the reporters was the ability to resume the draft reports which were paused earlier due to any specific reason.
  • Ways to communicate with Caseworkers
    In many of the cases, the investigating caseworkers might have to connect with the original reporter regarding contact information or finding out more details on the case which might not be on the report. The emails are not an effective way and there was a greater need for a messaging system.
  • Connecting with other reporters and updating profile preferences
    Whenever there are doubts about cases or reports reporters tend to call the helpline but they also sometimes contact familiar reporters who they have met during conventions. A place where reporters can connect to discuss the cases is highly useful.

Reporter's Dashboard

Most important and contextual information easily accessible for further actions

Reports Database

Draft Reports which are expiring and needs action to be taken
Completed reports with multi level filtering to always stay updated

Messages

Communicating with other reporters, caseworkers and investigators made easy

Guides and Resources

Tutorial videos, documents to help reporters understand the complex processes
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How users reacted to the new interface?

79

Remote Usability
Test Participants

11

Moderated
Prototype Tests

128

Surveys and
Questionnaires