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Supervising Child Protective Services Caseworkers CHILD ABUSE AND NEGLECT USER MANUAL SERIES U.S. Depanment of Health and Human Services Administration for Children and Families Administration on Children, Youth and Families Children's Bureau Office on Child Abuse and Neglect Supervising Child Protective Services Caseworkers Marsha K. Salus 2004 U.S. Department of Health and Human Services Administration for Children and Families Administration on Children, Youth and Families Children’s Bureau Office on Child Abuse and Neglect This page is intentionally left blank Table of Contents PREFACE ......................................................................................................................................1 ACKNOWLEDGMENTS ................................................................................................................3 1. PURPOSE AND OVERVIEW ..................................................................................................5 2. THE NATURE OF CHILD PROTECTIVE SERVICES SUPERVISION ................................7 Building and Maintaining the Foundation for Unit Functioning ..............................................7 Developing and Maintaining Individual Staff Capacity ............................................................8 Developing an Effective Relationship with Upper Management ................................................8 The Components of Supervisory Effectiveness............................................................................8 Supportive Supervisory Practices ..............................................................................................10 3. MAKING THE TRANSITION FROM CASEWORKER TO SUPERVISOR ........................13 Issues Related to Making the Transition to Supervisor ..............................................................13 Critical First Steps ....................................................................................................................15 4. BUILDING THE FOUNDATION FOR EFFECTIVE UNIT PERFORMANCE ..................19 Creating and Communicating a Vision for the Unit ................................................................19 Establishing a Positive Work Climate........................................................................................20 Creating the Structure for the Successful Operation of the Unit ..............................................21 Developing an Effective Work Team ........................................................................................21 Worker Safety ..........................................................................................................................24 Relationships with the Public and the Media............................................................................26 Protecting the Agency Against Liability ....................................................................................27 Supervising Child Protective Services Caseworkers i 5. BUILDING STAFF CAPACITY AND ACHIEVING QUALITY PERFORMANCE ..................................................................................................29 Performance Expectations and Standards ..................................................................................29 Stages of Caseworker Development ..........................................................................................31 Orientation ..............................................................................................................................36 Methods for Building Staff Capacity ........................................................................................38 Dealing with Performance Problems ........................................................................................44 Dealing with Caseworker Resistance ........................................................................................46 6. SUPERVISORY FEEDBACK AND PERFORMANCE RECOGNITION ..............................49 Types of Feedback ....................................................................................................................49 Criteria for Effective Feedback..................................................................................................50 Conditions for Effective Feedback ............................................................................................50 Supervisory Effectiveness in Providing Feedback ......................................................................50 Recognizing Performance..........................................................................................................51 7. RESULTS-ORIENTED MANAGEMENT ..............................................................................53 Levels and Purposes for Monitoring..........................................................................................53 Creating Methods to Track Data ..............................................................................................54 Creating Systems for Organizing and Tracking Data ................................................................57 Monitoring the Qualitative Aspects of Casework Practice ........................................................58 8. CLINICAL SUPERVISION ....................................................................................................61 Group Supervision....................................................................................................................61 Individual Supervision ..............................................................................................................61 Building Self-awareness ............................................................................................................62 Case Consultation ....................................................................................................................65 9. RECRUITMENT AND RETENTION ..................................................................................67 Recruiting a Competent Workforce ..........................................................................................67 Secondary Trauma, Compassion Fatigue, and Burnout ............................................................68 Lack of Job Satisfaction ............................................................................................................70 Promoting Staff Retention ........................................................................................................70 ii Table of Contents 10. MANAGING FROM THE MIDDLE ....................................................................................73 Communicating Policies, Procedures, and Directives Effectively ..............................................73 Managing Up to Be Effective on the Job ..................................................................................74 11. TAKING CARE OF ONESELF AND THE UNIT..................................................................77 Training ....................................................................................................................................77 Stress Management ..................................................................................................................78 Time Management....................................................................................................................79 Conclusion ..............................................................................................................................79 ENDNOTES ..................................................................................................................................81 APPENDICES: APPENDIX A—GLOSSARY OF TERMS ..........................................................................85 APPENDIX B—RESOURCE LISTINGS OF SELECTED NATIONAL ORGANIZATIONS CONCERNED WITH CHILD MALTREATMENT..........................91 APPENDIX C—STATE TOLL-FREE TELEPHONE NUMBERS FOR REPORTING CHILD ABUSE ..................................................................................97 APPENDIX D—AN OVERVIEW OF THE CHILD PROTECTION PROCESS ..............99 APPENDIX E—THE NATIONAL ASSOCIATION OF SOCIAL WORKERS CODE OF ETHICS ......................................................................101 APPENDIX F—THE CHILD PROTECTION PYRAMID ............................................103 Supervising Child Protective Services Caseworkers iii This page is intentionally left blank Preface ach day, the safety and well-being of children The Office on Child Abuse and Neglect (OCAN) Eacross the Nation are threatened by child abuse within the Children’s Bureau of the Administration and neglect. Intervening effectively in the lives of for Children and Families (ACF), U.S. Department these children and their troubled families does not of Health and Human Services (DHHS), has rest with any single agency or professional group, developed this third edition of the User Manual but rather is a shared community concern. Series to reflect the increased knowledge and the evolving state of practice on child protection. The The Child Abuse and Neglect User Manual Series has updated and new manuals are comprehensive in provided guidance on child protection to hundreds scope while also succinct in presentation and easy to of thousands of multidisciplinary professionals and follow, and they address trends and concerns concerned community members since the late relevant to today’s professional. 1970s. The User Manual Series offers a foundation for understanding child maltreatment and the roles This manual,
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