The Department of Family and Community Services (FACS) Child Wellbeing Unit (CWU) support line and the KTS Support Line for NGOs ceased operations on 28 June. This decision was made due to significantly lower call volumes than expected.
Mandatory reporters are advised to use the Mandatory Reporter Guide to identify whether a child is at suspected Risk of Significant Harm and whether they need to contact the Child Protection Helpline on 132 111.
If the concern does not reach the threshold for contacting the Helpline, mandatory reporters can consult their manager or professional network. They can also seek assistance from their local Family Referral Service.
Under-utilisation of the CWU led to the decision that resources can be better used by implementing a system that delivers local, on-the-ground services for mandatory reporters and families.
FACS is currently working in collaboration with NSW Kids and Families and the Family Referral Services to provide a more integrated and better-informed information and referral system for vulnerable families. The aim is to use the expertise of FACS caseworkers to ensure that vulnerabilities in families are identified early and that they are referred to the right services. This is to support mandatory reporters to make better and more timely use of local service systems.