A6 - Enhancing Child Welfare Client Service and Experience: From Principles to Process to Product, and Using Intersectional Data Analysis

While understanding the client experience is important from a customer satisfaction perspective, it is essential when mandated child welfare services intersect with clients from communities experiencing oppression, racism and trauma. Clients frequently relay difficult experiences when receiving Children’s Aid Society (CAS) services: too many departments, too many worker changes, too many people involved in their case. In late 2018, CAS Toronto began a process to answer two questions: How does organizational structure impact good client service? How can we change service structure in order to improve client/community experience?  This session presentation will detail the process and challenges of aligning organizational structure to our service principles to achieve improved client experience.  Additionally, presenters will demonstrate how intersectional analysis (i.e., using organizational, child, case, and placement variables) can provide critical insight into informing more effective organizational strategies in three key areas: reducing entry to care/unnecessary separation; decreasing long-term stays in care; and addressing disproportionality.

Presenters: Deborah Goodman, Children's Aid Society of Toronto, Toronto, ON; Mahesh Prajapat, Children's Aid Society of Toronto, Toronto, ON