In abuse cases, the ability to respond to a crisis quickly is often the difference between life and death. The Texas Department of Family and Protective Services (TDFPS) is there to intervene in these situations, and to do so effectively, they must be equipped with the tools to prioritize and manage caseloads.
More than 235,000 child abuse and 67,000 adult abuse cases are reported in Texas each year, and case workers must investigate each one thoroughly. This involves traveling from home to home, sometimes over hundreds of miles each day. Fast, accurate access to information and prompt communication between caseworkers and supervisors is vital in removing abuse victims from dangerous situations.
TDFPS’ 2,800 caseworkers investigate more than 300,000 abuse cases each year. Until recently, caseworkers were completely paper-based in the field, filling out forms for each case, then transcribing and inputting information into the TDFPS database. Not only did this process leave room for transcription errors, vital information was often not entered into the TDFPS database until days after it had been collected.
In April 2004, the office of Governor Rick Perry issued Executive Order RP33, mandating a systemic reform of Adult Protective Services (APS), a division of TDFPS. One of the corrective actions ordered was the implementation of tablet PCs for all caseworkers, as the technology would “increase caseworker efficiency and improve client outcomes through effective assessment and documentation.” In addition, the order mandated Mobile Protective Services software – a custom application incorporating all of the forms, handbooks, and documentation a caseworker needs on a home visit – be developed to work in conjunction with the tablets, and digital cameras be provided to all caseworkers to document abuse cases. An order to implement the same technologies for Child Protective Services (CPS), Executive Order RP35, was issued by Governor Perry’s office in July 2004. The ultimate goal for this project was to make TDFPS completely paperless, increasing its efficiency and enabling caseworkers to remove victims from abusive situations more quickly.
To decide what tablet PC technology would best fit the needs of caseworkers, TDFPS relied on the expertise of consulting firm Accenture to recommend slate tablet PCs for implementation, rather than convertibles. Slate tablet PCs combined the features TDFPS wanted – processor speed, usability and accessory options – with the light weight and mobility caseworkers needed in the field. TDFPS narrowed down the field and conducted extensive lab tests between Motion Computing and HP slate tablet PCs. The two tablets were compared on performance, ergonomics, functionality with software applications already in place, and effective use in the field.
Motion Computing’s LE1600 Tablet PC was the clear winner. Its true slate form factor and View Anywhere display made it ideal for working in the field, and the desktop dock and mobile keyboard enabled workers to take the slate from field to office. In addition to its mobility, the Motion tablet’s Intel processor allowed TDFPS employees to run necessary applications quickly and smoothly. The Motion tablet’s integrated fingerprint reader enhanced the security of the tablet, a must for storing sensitive information. Finally, Motion tablets were user-friendly, making the transition from a paper-based system faster and easier.
TDFPS caseworkers are now using custom software applications with their Motion tablets, providing them with pen-enabled forms and checklists. In addition, the TDFPS policy handbook is now located on the tablet’s desktop. Instead of looking through several hundred pages to find a protocol to follow, caseworkers can use the quick index to scroll directly to a policy, which helps to diffuse potentially dangerous situations more quickly.
The incorporation of Motion tablet PCs have made a difference in the way CPS and APS handle emergency cases. Before, a caseworker would need to go the office to collect information on an emergency case, and then travel to the location where a problem was reported. The LE1600 tablet PCs enable caseworkers to connect wirelessly from the field, download case documents, and go immediately to the home.
While at the home, caseworkers are able to take photographs with their digital cameras, upload them to the Motion tablet PC, and send them immediately to a supervisor. Photos now get to a judge quickly, helping the judge to determine whether to remove a child or adult from a home. This removal, which in the past took up to two days, can now take as little as two hours.
Since the implementation of the Motion tablets, TDFPS has found that, although case loads are increasing, caseworkers are able to see more families in a shorter amount of time and can get to more cases. The time saved is extremely valuable for victims of abuse.
With Motion tablets in place, caseworkers have greatly diminished their downtime. Now, with the mobile capabilities of Motion tablet PCs, caseworkers can either record their information off-line and upload it to the central database by connecting wirelessly, or enter information upon return to the office. Faster data updates assure that vital information is available to anyone who needs the latest update on the case. The instant upload also saves hours of time transcribing forms at the end of the day.
The introduction of mobile technology into the work process for APS caseworkers proved successful, and the rollout continues with the CPS program. APS and CPS included, the TDFPS will have approximately 4,900 Motion tablet PCs for caseworkers to use in the field.
“Tablet PCs have been essential to our efforts to create a mobile workforce, made up of thousands of caseworkers with the applications and tools they need at their fingertips,” said Shirley Scott, Information Technology Director of Operations for TDFPS. “These lightweight, ergonomically designed computers have made our caseworkers more efficient and have increased the number of cases they can handle.”