Section 4, Chapter 11 (Administrative Activities), Subsection 6 – Service Worker Request

Service Worker Request: Process & Responsibilities

The option to request a Service Worker for a child is intended to support staff in reducing drive time while continuing a practice that maintains the Case Manager/child/parent/placement provider connection and continues to meet Federal requirements of worker visits. The Federal requirements outline that contacts occur at least monthly, they take place in the child’s placement the majority of the time (explanation of ‘majority of the time’ is noted below) and that the contact with the child(ren) includes having a one on one conversation with their worker, away from other people, to include age-appropriate topics of safety, permanency, well-being issues, and case planning.

Examples of the majority include:

  • If a child is in foster care for 6 months during October 1 thru September 30, 4 out of the 6 required visits during that time frame must be in the child’s placement.
  • If a child is in foster care for only 2 months during the Federal Fiscal year, 2 visits must occur in their placement as the majority of the visits are required in that setting.
  • If a child has been placed in a foster home for 5 months, 3 of the visits held with the provider must be in the provider’s home.

Guidelines for the Service Worker request:

  • Service Worker requests can be made if the distance of the address the Service Worker will be visiting exceeds 2 hours, one way, from the Case Manager’s base office address. Drive time shall be calculated by utilizing the Trip Optimizer.
  • Service Worker requests should be sent as soon as the need is identified, please be courteous as to the timeframe between the request and when initial contact is requested
  • Service Workers would complete the worker/child/placement provider or worker/parent visits, face to face every month or as otherwise agreed upon in the CD-175
  • While the Service Worker is maintaining in person contact with the child/ placement provider/parent, the assigned Case Manager must have monthly contact with the child/placement provider/parent via phone or video call, to maintain the relationship with the individuals the Service Worker is visiting and to keep them aware of the case plan and any updates
  • Should any significant changes occur in the case, the Case Manager is responsible for providing updates to the Service Worker
  • Service Worker requests should be thoughtful. Consideration should be given to what supports are needed around the case goal
  • Circuits have the flexibility to assign a Service Worker to facilities that are in their Circuits if that meets their business need


Service Worker requests (CD-175) shall be sent by the Circuit Manager (or designee) to the receiving circuits courtesy request email. For emergency requests, indicate ‘emergency request’ in the subject line of the email.

Request Determination by Receiving Circuit/County:

 Service Worker requests (CD-175) shall be sent to the receiving circuits courtesy request email and the receiving Circuit Manager (or designee) CC’d.

For emergency requests, (needing contact to be made within a 3 day period) indicate ‘emergency request’ in the subject line of the email.


Request Determination by Receiving Circuit/County:

The Circuit Manager (or designee) shall respond within 1 business day if specified as an emergency request and within 3 business days if specified as a non-emergency request, indicating receipt of the Service Worker/Case Transfer request (CD-175) and if the request is accepted or denied. Only emergency requests shall be considered for denial if the receiving circuit cannot meet the immediate need, all non-emergency requests shall be accepted. If accepted, check the appropriate box and specify the Service Worker who is assigned. If denied, check the appropriate box and specify the reason for denial. The receiving Circuit Manager (or designee) shall send the accepted/denied CD-175 with the determination back to the sending circuits Circuit Courtesy/Service Worker/Case Transfer Request email listing.

The sending Circuit shall be responsive to any additional requests for information or clarification back to the receiving Circuit Manager (or designee). Should additional information be requested by the receiving Circuit, the determination may be postponed until the information is received by the receiving circuit.

Should the Case Manager change, the Case Manager or Supervisor is responsible to ensure notification is provided to the Service Worker of the reassignment. Should the Service Worker change, the Service Worker or Supervisor is responsible to ensure notification is provided to the Case Manager of the reassignment.

Service Workers shall be responsible for entering the contact narrative in FACES, ideally within the next business day but not to exceed seven (7) days after the contact occurs. Service Workers will also be responsible for uploading into OnBase any documents, forms, records obtained or completed with the family by the Service Worker. Should any major changes, safety concerns or disruptions occur, the Service Worker must notify the Case Manager immediately and the workers shall coordinate how to handle the situation and specify next steps. These conversations shall be documented in FACES by the Case Manager.

The Case Manager is responsible for uploading the CD-175 into OnBase when returned from the receiving circuit with an accepted/denied determination. The Case Manager is responsible for entering their monthly contact narrative which occurred by phone or video call in FACES.

When a Service Worker request is accepted, the receiving Circuit is responsible for assigning the Service Worker in FACES. Please refer to the FACES instruction tutorial for steps on how to assign a Service Worker.


CD-175 Service Worker/Case Transfer Request Form Changes

The CD-175 Cover Letter is no longer required to accompany the CD-175 and is discontinued.

The CD-175 form changes include sections and selections to more specifically identify the activities and requests being made.


For additional reference on home visits expectations refer to:

CWM 4.4.1 for Working with Children in Placements

CWM 4.6.3 for Ongoing Work with Parents