Respond to a new concern — Help

Read what was recorded, say you have read it, and record who holds it and what was decided.

Every organisation can choose its own words for the people and roles it works with. When you are signed in, this guide uses your organisation’s words. Otherwise it uses the product’s own.

For DSLs. Managers and admins can work the same record.

Steps

Open the concern from Your open queue, or from the message that told you about it.
Read the account on the left. The facts, the words people used and the writer's opinion are under separate headings.
On the right, under Received, press I have read this — acknowledge. Opening the record does not count.
Under Who is responsible, check the name. If it is you, press I have this. If it should be someone else, press Hand over…, choose who, and say why.
Under Decision, choose from What has been decided? and press Save the decision.
Under Parents or carers, say whether they have been told, and press Save. Only contact them where it will not put the child at greater risk.
Press Add a follow-up to say what happens next, who does it, and by when.

If it goes wrong

If the account says it is not confirmed yet, the writer may still be adding to it. Read it again later.
If the page says no DSL could be found for the child, the concern waits with the safeguarding queue's owner until a DSL takes it.
If you see Reload the record, somebody else changed the concern while you were typing. Nothing was overwritten, and your words are still in the box.
An earlier decision stays in the history. Saving a new one does not erase it.