Keyworkers, case notes, visits and emergency access
Where: Care → My caseload, or a beneficiary profile → Keyworker and team, Case notes and Visits.
| Action | Permission |
|---|---|
| Assign and end team members | care.assignment.manage |
| Read notes | care.note.view. Confidential notes also need care.casework.confidential.view; safeguarding notes need care.safeguarding.view. |
| Write notes | care.note.create |
| Correct someone else's note | care.note.amend.any |
| Record visits | care.visit.manage |
| Emergency access | care.breakglass (sensitive) |
| See who viewed a record, and review emergency access | care.audit.view (sensitive) |
Keyworker and team
An assignment records that a member of staff is responsible for a person in a particular role. Staff must exist as employees.
Assign someone
| Field | What to enter | Example |
|---|---|---|
| Employee (picker) | The member of staff | Sara Ahmed |
| Role | Keyworker, Social worker, Nurse lead, Psychologist or Teacher liaison | Keyworker |
| From | The start date | 01/03/2026 |
Select Assign. The list shows "Keyworker: Sara Ahmed · from 2026-03-01".
Change the keyworker
A person has one keyworker at a time. To change it, simply assign the new keyworker. The form reminds you: "A new keyworker ends the current one the day before".
Example: Sara (keyworker since 1 March) goes on maternity leave. James assigns Omar Ali as Keyworker from 1 September. Sara's assignment ends automatically on 31 August.
Other roles can have several people at once, such as two social workers. The same employee can't hold the same role twice: "This employee already holds that assignment".
End an assignment
Select End on the assignment and answer "Why is this social worker assignment ending?", for example "Case transferred to the adult team". The history keeps who was responsible, when, and why it ended.
My caseload
Care → My caseload lists the people you have an open assignment to: Number, Name, Role, Since and Status. It is your starting point for the day, not a list of everyone.
When your organisation switches on Caseload scoping, staff without
care.beneficiary.view.all can only open people they are assigned to. A new keyworker must
therefore be assigned before they can see the person.
Case notes
Case notes are the running record of the person's life in care.
Add a note
| Field | What to enter | Example |
|---|---|---|
| Type | Daily log, Keywork session, Contact visit, Phone call, Multi-agency, Behaviour, Health observation or General | Keywork session |
| When it happened | The time of the event, not the time you are writing. Cannot be in the future. | 14/04/2026 16:00 |
| Classification | Standard: all staff with note access. Confidential: needs confidential access. Safeguarding: needs safeguarding access. | Standard |
| Note | What happened: factual, dated, specific | Maya talked about missing her mother and asked to phone her on Sundays. Agreed to raise at the care plan review. |
Select Add note.
| Rule | What happens |
|---|---|
| You may only write at a classification you can read | "You are not cleared to write CONFIDENTIAL notes" |
| Notes written more than 24 hours after the event | Saved, with a Late entry label |
| Notes can never be edited or deleted | Use a correction (below) |
Filter the list with Type (or All types). Notes you cannot read show Restricted; that doesn't mean they are empty.
Correct a note
- Select Correct on the note.
- The form changes to "Correct note of …". Write the corrected text.
- Select Save correction.
The correction is added as a new note linked to the original. Both stay visible. Only the author
can correct their own note ("Only the author can correct this note"), unless they hold
care.note.amend.any.
Example: Sara wrote "Maya went to the dentist" but it was the optician. She selects Correct and writes "Correction: Maya attended the optician (not the dentist) at 10:00."
Write facts: what you saw, what was said, what you did. Avoid naming other people unnecessarily. Notes are kept forever, even after anonymisation, so names inside the text are never removed.
Visits
Where: profile → Visits → Record a visitor. The facility's Visitor log shows all visits to a home on a chosen day.
Record an arrival
| Field | What to enter | Example |
|---|---|---|
| Visitor (picker) | The visitor's Party | Aisha Khan |
| Arrived | Arrival time; cannot be in the future | 20/04/2026 14:00 |
| Supervised visit | Tick if a member of staff stays with them | Ticked |
| Notes | Optional. For a supervised visit, note who supervised. | Supervised by Sara Ahmed; brought a birthday present |
Select Record arrival. When the visitor leaves, select Record departure on the visit's row.
The contact check
Every arrival is checked against the person's contact arrangements:
| The visitor's arrangement | Result |
|---|---|
| Allowed unsupervised | Accepted |
| Allowed supervised | Accepted only with Supervised visit ticked |
| Phone only | Refused: "This visitor is allowed phone contact only" |
| Prohibited | Refused, and a draft safeguarding concern is sent to the safeguarding lead automatically |
| No arrangement | Accepted |
Example: Mark Khan arrives at North House asking to see Maya. Sara records the arrival; the system refuses it and drafts a safeguarding concern: "A prohibited contact (Mark Khan) tried to visit at … The visit was refused." Priya sees it in her Safeguarding inbox. Sara follows the home's procedure (in this case, calling the police) and writes a case note.
Emergency access (break-glass)
Use emergency access only when someone needs to see a record they normally can't, and waiting would put the person at risk. For example, a night manager needs a resident's details for the ambulance crew, but the resident is outside the manager's caseload.
Where: Care → Beneficiaries, under Emergency access (break-glass) at the bottom of the page.
Who: care.breakglass (sensitive; given only to named people).
- Enter the Beneficiary number, for example
BEN-000014. - Enter the Reason (at least 20 characters), for example "Ambulance called at 02:10; crew need allergies and next of kin".
- Select Open record.
The profile opens with a banner showing how many minutes remain. Access lasts 60 minutes. Select End access when you have finished. While it lasts you can see the record as if no visibility rule applied; your other permissions still limit what you can change.
Every grant and every view is logged. The safeguarding lead sees emergency access from the last 7 days in the Safeguarding inbox. Auditors review all of it under Emergency access review, which lists each grant (Granted, User, Beneficiary, Reason, Ended).
Who viewed this record
Where: profile → Who viewed this record. Who: care.audit.view (sensitive).
It lists the most recent views first: When, User, What (the part of the record opened) and Classification. Use it to answer "who has looked at this child's health record?" or to check emergency access.