3 Connect for counsellors, telephone counsellors and financial counsellors : Client cases - key concepts : The single client record
  
The single client record
 
Client and case records
Client and case records – what’s in them?
In Gambler’s Help Connect every client has a unique record available to all therapeutic or financial counsellors.
However, their case information including all case notes are restricted to the assigned agency. You can see whether a client has current or closed cases in other agencies but you can’t see what activities were carried out in those cases or the case notes that might have been written. If a client has received Recovery Assistance Program (RAP) funding in the last twelve months at a local service you can see how much they have received.
Client and case records
 
Client and case records – what’s in them?
In Gambler’s Help Connect you create, edit and update client and case records.
Depending on the nature of the presentation and pathway the client wants to follow, you might need to add or update information about:
*The client, including:
*Identity
*Call back preferences
*Address details
*Tags – specific information about the client that anyone working with the record should be aware of, for example, a disability
*Additional demographic information
*Reference to justice clients
*Details of any deeds of self-exclusion.
*The case, including details relating to:
*Gambling
*Debt
*The issues
*The referral origin, destination and any other services the client is currently engaged with.
If the caller does not consent to you recording their personal details you still might create an anonymous case recording information about:
*Age, gender and postcode
*Why they called and what you did for them
*Whether you offered them a referral to a local service or why this wasn’t appropriate.
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To process a referral there is a minimum amount of information you must record, but the more you can record, the better you facilitate the client’s intake and the better you help your colleague(s) help your client. Importantly, you help to save the client from the experience of repeating their story over and over again from the beginning.
 

Client and case records – what’s in them?
Here is a list of the client (global) and case (local) data that you record for a new client and case. When you record a client and case for the first time you are then facilitating that person’s access to the entire Gambler’s Help service.
Client record - global
Case record- local
Name
Gambler?
Date of birth
Relationship to gambler
Phone number(s)
Main gambling mode
Sex
Gambling type
Email
Duration of gambling problem
Language spoken at home
Do you have any debts?
Interpreter required?
Are you in arrears with debts?
Preferred mode of contact
Have you been contacted by credit providers?
Callback preference
Primary issue
Counsellor sex preference
Immediate danger of harm to self/other
Can message be left on voicemail?
Details of danger & response provided
If someone else can caller identify themselves?
Case type
Address details
Agency
Tags (used to be alerts)
Referred by
Tags description
Service awareness
Country of birth
Other non-gambler’s help services client is in contact
Cultural identity
External referral to
Indigenous status
Issues (new and existing)
Marital status
Primary care provider
Education level
Secondary care provider
Household type
Status – Stage
Employment status
Closed date
Occupation group
Closure reason
Annual income
Treatment stage (at closure)
Agree to receive SMS communications?
Started date
Agree to receive email communications?
Received date
Justice clients
Received by
Self-exclusions
Case links
Client outcome surveys
Clinical notes
 
Client satisfaction