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What to expect when a caseworker visits

What happens when a caseworker visits a family, and how families should expect to be treated by DCJ caseworkers

Why a caseworker would visit

Communities and Justice (DCJ) 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 DCJ 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 DCJ, NSW Police and NSW Health.

Official records

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


If you have concerns about how DCJ have assessed or investigated a report you can request to speak to a manager at your local Community Services Centre or make a child protection-related complaint  — see Client complaints.

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Last updated: 28 Oct 2019