How Care Works

Working out what things mean, who does what in OOHC and how you can speak up

Getting in touch with your caseworker


Caseworkers should be in regular contact with you if you are in statutory care. There are no rules about how often you see your caseworker, ideally it is once a month. If there are changes or anything you need to know they will be in contact with you.

You can contact your caseworker at any time with any concerns, questions or issues you want to discuss. You can call your caseworker by telephone or organise to meet them in person. Your caseworker may visit you at your home and it is ok to have one-on-one time with just you and your caseworker.

Your caseworker is responsible for multiple children and young people at the one time. Sometimes it takes time for a caseworker to get back to you as they have to juggle lots of things; however it is important that they do get back to you. Caseworkers should let you know if they will be away for an extended period of time so you know who your best contact is.

If you are finding that you aren’t getting the response that you expect you can ask your caseworker:

  • How long does it usually take you to respond to calls/emails?
  • What is the best way to contact you? (Let them know how you like to be contacted also).
  • If I have something urgent, how do I get in contact with you?
  • Is there a better time to contact you? (Maybe there is a regular time/ day you can be in contact with your caseworker that makes it easier to remember for you both- a way to check in).
"Give your caseworker a go - they may do things that you don’t like, but it takes some time, give it go, they can be ok"

~ Youth Representative*