Non customer contact time within Child Welfare sector

["Ann-Catrine Ainsworth" <anncata@xxxxxxxxxxxxx>]

The department of Family & Children's Services in Perth, Western Australia is currently reviewing its work practices.  

We are looking for information regarding how social workers split their working time between direct customer contact and non customer contact time in other organisations. Our focus is on the non customer contact time and what it entails. 

The sort of information we're looking for is:
1) How many hours per week does a social worker work on average;
2) How much of the working time is spent on non customer contact work. This might still be work relating to a specific customer but it is not dealing with the customer directly e.g. administrative tasks, case management etc;
3) What tasks are included in the non customer contact time;
4) If any organisation have established some sort of work practice 'bench marks' for how much time should be spend on the different tasks included in a social workers working week we would also be interested in that.

Thank you very much in advance for any assistance 

Ann-Catrine Ainsworth
Business Process Re-engineering Consultant