Immigration Advisor Handbook
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3.5 Case Notes Recording
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.
- 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:
- Legible
- Brief
- Relevant
- Easy to understand
- Non-judgemental
- Avoid use of acronyms and if they are used what they mean is in brackets
- Include contact details for third parties when relevant
Note: Your client can request their file and read your casenotes!