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Why a caseworker would visit

Family and Community Services (FACS) staff, who receive calls reporting child abuse and neglect on the Child Protection Helpline, are trained to assess what level of risk of significant harm a child or young person is facing.

It may be that the child and family need support services. Or it may be that the child is at risk of significant harm and a caseworker needs to visit the family.

Assessment and investigation

When FACS receive information about a child or young person who may have been significantly harmed or injured, or is at risk of significant harm, we make decisions about how to assess or investigate the report.

Serious crime

Where a serious crime against a child or young person has been alleged, the Joint Child Protection Response (JCPR) Program investigates. JCPR is comprised of FACS, NSW Police and NSW Health.

Official records

Where a child has been reported, it is against the law for FACS to delete or destroy records. These records are kept in permanent storage. The law says FACS must limit access to all personal records to authorised staff only.


If you think someone has reported your child or young person in your care to ‘get back at you’ or the information provided to FACS is wrong, you can apply in writing to have the matter reviewed by your local Community Services Centre Manager — see Client complaints.

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