Report 2013-110 Recommendation 5 Responses

Report 2013-110: Child Welfare Services: The County Child Welfare Services Agencies We Reviewed Must Provide Better Protection for Abused and Neglected Children (Release Date: April 2014)

Recommendation #5 To: Orange County Social Services Agency

To ensure that the statewide case management system contains accurate and complete information for each referral, the Orange County CWS agency should update its policies or otherwise provide clear guidance to social workers about the importance of ensuring that all alleged perpetrators, victims, and types of maltreatment are accurately recorded upon intake.

Agency Response*

The Child Abuse Registry (CAR) manager reviewed CAR Policy and Procedure (P&P) Number M-0109 and relevant Division 31 regulations with all CAR supervisors, June 4, 2014. CAR supervisors reviewed the CAR P&P and Division 31 Regulations with each social worker during individual conferences, June and July 2014.

In order to ensure accuracy within the intake process and provide additional oversight, the CAR manager continues to randomly select recorded CAR calls to review. The CAR manager listens to calls monthly and ensures that information provided is accurately documented.

Social Services Agency (SSA) revised the Abuse Investigations: Practice Guidelines P&P Number A-0412, which addresses accurate documentation during investigations, July 2014. All Emergency Response (ER) and Differential Response (DR) supervisors and social workers were trained on the revised policy.

SSA developed a CAR/Hotline audit tool. This tool is used by supervisors, managers, and the Quality Support Team (QST) to monitor Hotline tool usage, accuracy of intake documents, and supervisory oversight. The tool also includes listening to the recorded CAR call to verify accurate documentation. The CAR manager and supervisors completed reviews using the CAR/Hotline audit tool, January 2015. QST completed two audits of CAR (August 2014 and February 2015).

SSA also developed an ER audit tool, which includes a review of accurate documentation. QST completed the first audit of ER/DR practices (October 2014). A second audit is currently being conducted. The ER/DR managers and supervisors also completed reviews using the ER audit tool, January 2015.

  • Response Type†: 1-Year
  • Estimated Completion Date: May 2015
  • Response Date: April 2015

California State Auditor's Assessment of Status: Fully Implemented

The Orange County CWS agency (agency) fully implemented this recommendation. The agency revised its policy and provided guidance to social workers in meetings. Also, the agency implemented an audit tool which its Quality Support Team uses to monitor whether social workers include all pertinent details of each referral in the statewide case management system.


Agency Response*

The Child Abuse Registry (CAR) manager reviewed the CAR Policy and Procedure (P&P) Number M-0109 and relevant Division 31 regulations with all CAR supervisors on June 4, 2014. CAR supervisors reviewed the CAR P&P and Division 31 Regulations with each social worker during their individual conferences in June and July 2014.

In order to ensure accuracy within the intake process and provide additional oversight, the CAR manager continues to randomly select recorded CAR calls to review. The CAR manager listens to calls and ensures information provided is accurately documented. This will continue to occur on a monthly basis and is fully implemented.

Orange County SSA revised the Abuse Investigations: Practice Guidelines P&P Number A-0412, which addresses accurate documentation during investigations. The revised P&P was finalized and published on July 15, 2014. All Emergency Response (ER) supervisors and social workers were trained on the revised P&P in July and August 2014. All Differential Response supervisors and social workers were trained on the revised P&P in September 2014.

SSA has developed a CAR/hotline audit tool. This tool is used by supervisors, managers, and the Quality Support Team (QST) to monitor hotline tool usage and supervisory oversight.

QST began its first audit to monitor hotline tool usage and supervisory oversight in August 2014. The audit also includes listening to the recorded CAR call. A second audit is scheduled for February 2015.

  • Response Type†: 6-Month
  • Estimated Completion Date: February 2015
  • Response Date: October 2014

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

The Child Abuse Registry (CAR) manager reviewed the CAR Policy and Procedure (P&P) Number M-0109 and relevant Division 31 regulations with CAR supervisors on June 4, 2014. CAR supervisors will review and discuss the CAR P&P and Division 31 Regulations with social workers during their individual conferences in the month of June 2014.

In order to ensure accuracy within the intake process and provide oversight, the CAR manager is randomly selecting recorded CAR calls to review. The CAR manager listens to calls and ensures information provided is accurately documented. This will continue to occur on a monthly basis and is currently in full implementation.

Orange County SSA has determined that the Abuse Investigations: Practice Guidelines P&P Number A-0412, which addresses accurate documentation during investigations, requires minor modifications. The proposed changes have been drafted and the P&P is in the process of final revisions. Once approved, the Emergency Response (ER) managers will review the P&P with supervisors and social workers within an ER staff meeting. The anticipated completion date for this is July 22, 2014.

Orange County SSA has developed a CAR/hotline audit tool that is close to being finalized. This tool will be used by supervisors, managers, and the Quality Support Team (QST) to monitor hotline tool usage and supervisory oversight. It is anticipated that it will be ready for use by the end of June 2014.

QST will complete semi-annual audits in August 2014 and February 2015 to monitor hotline tool usage, accurate documentation, and supervisory oversight.

  • Response Type†: 60-Day
  • Estimated Completion Date: February 2015
  • Response Date: June 2014

California State Auditor's Assessment of Status: Pending


All Recommendations in 2013-110

†Response Type refers to the interval in which the auditee is providing the State Auditor with their status in implementing recommendations made in an audit report. Auditees must submit a response regarding their progress in implementing recommendations from our reports at three intervals from the release of the report: 60 days, six months, and one year or subsequent to one year.

*Agency responses received after June 2013 are posted verbatim.


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