Immigration Advisor Handbook
  • 👋Welcome to the handbook
  • SECTIONS
    • ✍️Caseworker Registration
      • 2.1 Who are OISC
      • 2.2 Staff/Volunteer Journey from Level 0-3
      • 2.3 Applying for Registration
      • 2.4 Ethics OISC Code of Standards
      • 2.5 Data Protection
      • 2.6 Boundaries for Caseworkers
      • 2.7 OISC CPD Scheme
    • 💼Case Management
      • 3.1 Key Elements of the Adviser/Client Relationship
      • 3.2 Taking Client Instructions
      • 3.3 Use of Interpreters
      • 3.4 Responding to Enquiries (Email & Phones)
      • 3.5 Case Notes Recording
      • 3.6 Common Documents on an immigration file
      • 3.7 Document Filing
      • 3.8 Certification of Documents / Countersigning
      • 3.9 File Requests
      • 3.10 Drafting
      • 3.11 Drafting Witness Statements
      • 3.12 Safeguarding Guidance / Obligation for Caseworkers
      • 3.13 Working with Vulnerable Clients
    • ⚖️Organisational Compliance
    • 🗃️Templates
    • 📋Glossary
  • 👍Acknowledgements
  • 🗳️Feedback & suggestions
  • ✉️Report a problem
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On this page
  • Case recording - why do it?
  • Case recording - how to do it
  • What to record
  • Checklist for good quality case notes
  1. SECTIONS
  2. Case Management

3.5 Case Notes Recording

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Last updated 3 years ago

Case recording - why do it?

Case records are the only record we have of the advice/information that has been given/received, and the actions that have been taken in relation to a client’s needs. If we have not recorded something, we cannot claim that we gave the advice, or took any action.

If we do not case record properly:

  • We waste our client and the organization’s time, having to ask the same questions again.

  • We may give wrong advice.

  • We’re likely to miss giving useful advice or information as we don’t know all the relevant circumstances.

  • If someone complains about us, we don’t have any evidence of what we’ve done and the advice we gave.

  • It is difficult for others to follow on from the work that we have done if we share caseloads or work with volunteer advisors.

Case recording - how to do it

Basic rules:

  • If it happens, write it down - if you don’t it will become an invisible dog that may bite you at any moment!

  • Write case notes as soon as possible

  • Notes must give someone else a clear picture of the client’s situation

  • Every interaction with the client or with a third party concerning the client must be recorded

  • Make it clear who has responsibility for any actions.

  • We recommend using the (Wiki) method when writing up your notes STAR stands for:

    • S-Situation

    • T-Task

    • A-Action

    • R-Result

What to record

Situation:

Describe the issues/problem(s) that the client has presented

  • Main issue/ questions/ circumstances presented by client.

  • General assessment of client’s presentation (eg mental/physical health/ behaviour etc)

  • Be certain to distinguish fact from opinion

  • Options and consequences of them

Task:

Describe the task you had to complete to address the issues or problems presented.

Action:

Describe the Action that you took to address issues or problems presented

  • Advice given

  • Client’s decision(s)

  • Action taken at the time

  • Information given to client; referral /signposting details

  • Follow up - include follow up actions and key dates when they need to be taken

Result:

Describe the results of your actions

Checklist for good quality case notes

Case notes should be:

Note: Your client can request their file and read your casenotes!

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STAR