Perceptions and Use of a Web-Based Referral System in Child Welfare: Differences by Caseworker Tenure

ABSTRACT

In the child welfare system, technology may help caseworkers make service referrals efficiently. However, acceptance and use of new technology does not occur equally for all caseworkers. Influenced by the Technology Acceptance Model, we investigate differences in perceived ease of use and usefulness of a web-based referral system by caseworker tenure, and how these perceptions relate to use of the system. Results from 31 interviews with newer and more tenured caseworkers suggest important similarities and differences in how these groups perceive the technology, and suggest that differences in perception are related to differences in actual use.

KEYWORDS:

• Child welfare
• information and communication technology
• Internet
• service referral

Notes

In April 2015 the support team implemented an incentive for caseworkers to use the Needs Portal. Caseworkers received one entry into the weekly raffle for every Support Ticket that they created for 10 weeks. Each week one caseworker at each office won a $10 gift certificate.