Ky.gov
Effective: 7/29/2026

G1.35 Alternative Methods of Communication

Legal Authority

Introduction

​​​​The purpose of this policy is to establish clear, respectful, and ethical communication practices that promote increased engagement with children, families, caregivers, and vulnerable adults. Effective communication is essential to building trust, ensuring the safety of children and adults, and supporting collaboration in decision-making processes.

Practice Guidance

  • Guidance on best practice in communications with community partners and service providers may be found in SOP G1.9 Working with Service Providers. 
  • ​​​​In-person contact is always preferable when possible, especially for discussion of difficult topics. 
  • ​The frequency and type of contact are determined by the assessed level of risk, with in-person visits serving as a standard component of ongoing assessment.
  • ​Virtual or alternative methods of communication may support increased engagement, but they do not replace federally and statutorily mandated in-person contact.
  • ​Text messages and emails are best suited for administrative functions (i.e., scheduling or reminders) and not for discussions that may generate follow-up questions or involve sensitive topics.  
  • ​Staff should utilize  SOP G1.15 Access to Interpreters and Effective Communication for Those Who Are Deaf or Hard of Hearing​ for guidance on communication related to individuals experiencing hearing impairments.    ​


Procedure

​The SSW: 

  1. ​E​xplains that in -person visits are required but that other communication methods may be used as well, and the appropriate use and limitations of each communication method available, such as:
    1. ​Text Messaging/email: which is intended for scheduling, reminders, and brief, non-sensitive exchanges.
    2. Telephone Calls: which may be used for check-ins and information gathering; and
    3. Virtual visits (e.g., Zoom, Teams, FaceTime): which may be used to support engagement, not as a replacement for in-person contact.
  2. ​Determine communication preferences at the beginning of each case, and as needed thereafter, by asking all parties about their preferred methods of contact to promote ongoing engagement.
  3. ​​Informs all parties that any communication between them and the department may be documented as part of the official case record, and as such, may be subject to open records requests or subpoenas.
  4. ​Confirms that the individual is in a setting that supports physical privacy and emotional readiness for the conversation, before initiating a confidential discussion; and 
  5. Ensures that all safety assessments are completed through required face-to-face visits. 


Documents

Revisions