Why Phone Contact Records Matter
Telephone contacts are a significant part of social work practice, yet they're often under-recorded. A quick call to check in, gather information, or coordinate with another professional can contain crucial information that needs to be documented.
Good phone records help ensure continuity of care, provide evidence of your involvement, and protect both you and the people you work with.
What to Record
Every telephone contact record should include:
- Date and time of the call
- Duration (approximate is fine)
- Who you spoke with (name and role/relationship)
- Who initiated the call (incoming or outgoing)
- Purpose of the call
- Key content discussed
- Any decisions made
- Actions agreed and by whom
- Your name and role
Telephone Contact Template
TELEPHONE CONTACT RECORD
Date: [DD/MM/YYYY]
Time: [HH:MM]
Duration: [X minutes]
Direction: [Incoming / Outgoing]
Contact with: [Name]
Relationship/Role: [e.g., Mother, Teacher, Health Visitor]
Contact number: [If new contact]
Purpose of call:
[Brief statement of why the call was made]
Summary of discussion:
[Key points discussed, information shared or received]
Decisions/Outcomes:
[Any decisions made during the call]
Actions agreed:
1. [Action] - [Who] - [By when]
2. [Action] - [Who] - [By when]
Follow-up required: [Yes/No - details]
Recorded by: [Your name, role]
Example: Routine Check-In Call
Date: 15/01/2025
Time: 14:30
Duration: 15 minutes
Direction: Outgoing
Contact with: Mrs Sarah Thompson
Relationship: Mother of Child A
Purpose of call: Scheduled weekly check-in as per CIN plan
Summary of discussion:
Mrs Thompson reported that Child A had a "good week" at school with no behaviour incidents. She stated the new bedtime routine is "working well" and Child A is getting more sleep. Mrs Thompson mentioned she has her first appointment with the family support worker tomorrow (16/01) and is "a bit nervous but looking forward to it."
Mrs Thompson asked about the date of the next CIN review - I confirmed this is scheduled for 29/01/2025 at 2pm.
Decisions/Outcomes:
Continue with current plan. Weekly calls to continue.
Actions agreed:
1. SW to send CIN review invite letter - by 17/01
2. Mrs Thompson to contact SW if any concerns before next call
Follow-up required: Yes - next call scheduled 22/01 at 2pm
Recorded by: Jane Smith, Social Worker
Example: Information Gathering Call
Date: 16/01/2025
Time: 10:15
Duration: 20 minutes
Direction: Outgoing
Contact with: Ms Karen Williams
Relationship: Class teacher, Greenfield Primary School
Purpose of call: Request update on Child B's attendance and presentation for upcoming assessment
Summary of discussion:
Ms Williams reported Child B's attendance has improved to 85% this term (compared to 72% last term). She stated Child B is "more settled in class" and is "making friends." Ms Williams noted Child B sometimes appears tired on Monday mornings and has mentioned "staying up late at dad's house."
Ms Williams confirmed she has no current safeguarding concerns but will complete the school information request form I am sending. She agreed to observe Child B's presentation particularly on Mondays over the next two weeks.
Decisions/Outcomes:
School to provide written report for assessment.
Actions agreed:
1. SW to email school information request form - today
2. Ms Williams to complete and return form - by 23/01
3. Ms Williams to monitor Monday presentations - ongoing
Follow-up required: Chase school report if not received by 24/01
Recorded by: Jane Smith, Social Worker
Recording Difficult Calls
Some telephone contacts involve challenging conversations. For these, pay particular attention to:
- Exact words used - especially if there are threats, disclosures, or concerning statements
- Tone and manner - describe what you heard (raised voice, crying, long pauses)
- Your responses - what you said and any advice given
- Background sounds - if relevant (children crying, arguments)
- How the call ended - especially if terminated abruptly
Tip: If a call contains a disclosure or significant concern, record it immediately while details are fresh. Note exact words where possible.
Failed Contact Attempts
Document unsuccessful attempts to reach someone:
Date: 17/01/2025
Time: 11:00
Direction: Outgoing (attempted)
Contact with: Mr David Brown (Father)
Phone number: 07XXX XXXXXX
Outcome: No answer. Phone rang out, no voicemail facility.
Action: Will attempt again this afternoon. If no response, will send text message.
Recorded by: Jane Smith, Social Worker
Common Mistakes to Avoid
- Not recording at all: Even brief calls should be documented
- Delayed recording: Write up calls as soon as possible while details are fresh
- Missing who initiated: This matters for showing engagement patterns
- No follow-up actions: Always note what happens next
- Forgetting duration: This shows level of engagement and contact time
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Tips for Better Phone Records
- Keep a notepad handy during calls to jot key points
- Record immediately after the call ends
- Use a consistent format for all phone contacts
- Include context - why was this call made?
- Note tone and engagement, not just content
- Always record failed attempts
Conclusion
Telephone contacts are an important part of your practice and deserve proper documentation. A good phone record takes just a few minutes to complete but provides valuable evidence of your work, supports continuity, and protects everyone involved.
By using a consistent format and recording promptly, you'll build a clear picture of your involvement that supports good practice and stands up to scrutiny.