Department for Community Based Services

Standards of Practice Online Manual

30.9 Case Transfer

Cabinet for Health and Family Services

Department for Community Based Services
Division of Protection and Permanency
Standards of Practice Online Manual
Chapter 30-Quality Assurance and Organizational Integrity
30.9 Case Transfer

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Legal Authority/Introduction


  • N/A

The Cabinet is obligated to insure uninterrupted service delivery across case transfers, whether the transfer occurs across teams or across regions.  Transfer decision-making should be guided by who is the target of the agency’s reasonable efforts—whether those efforts are designed to prevent removal or reunify children.  Throughout the transfer processes, teams and regions are to share cases and work cooperatively to serve the family.  Disagreements regarding case responsibility should be resolved in a timely manner.  Disagreements within regions should be settled by regional leadership.  When there are disagreements between regions, the decisions of the Director of Service Regions are binding on service regions. 


  1. Before transferring a case to another county/region, the SSW visits the family in their home to verify that they have moved, and discusses their plans to determine if the move is permanent; 1
  2. Once it is confirmed that a family has relocated to a different county/region, the sending SSW notifies the people or agencies in the receiving county that will need the family's new information.  This includes, but is not limited to the following: 
    1. Children's Benefits Worker;
    2. Family Support staff;
    3. Child Care worker.
  3. The sending SSW obtains the current address for the client (this may include living with a friend, relative or at an shelter) through Family Support, the post office, driver’s license or by a home visit.
  4. The sending FSOS contacts the FSOS for the receiving county to provide notice of the transfer.
  5. The sending FSOS shares the case with the receiving FSOS so that services may begin to family members residing in the receiving county.
  6. The receiving FSOS accepts the shared case in TWIST immediately upon receipt of the request.
  7. The sending SSW ensures that the following information is up to date in TWIST prior to transferring to the receiving FSOS:
    1. Current assessment;
    2. Case plan;
    3. Transfer summary screens;
    4. Court screens;
    5. Individual information in TWIST of all household members;
    6. Any information needed to complete an agency case; and
    7. All ticklers
  8. The sending SSW ensures that all hard copy information is in the file before it is transferred, such as court orders, medical or counseling records, etc.
  9. The sending SSW prepares a case transfer summary that contains relevant content regarding current risk, areas of concern, relevant features of the child or children’s level of functioning to include:
    1. A summary of the following:
      1. Why the case was opened;
      2. Progress on the case plan;
      3. Family and child(ren) level of cooperation; and
      4. Services offered to all parties.
    2. Type of case (in home, OOHC, status, kinship, APS);
    3. The grade and school of each child;
    4. Level of care of each child, if appropriate;
    5. Currently scheduled mental health appointments;
    6. Currently scheduled medical appointments;
    7. Current court dates;
    8. Name and phone number of onsite worker assigned, if assigned;
    9. Permanency status (has the child been referred to SNAP, etc.);
    10. The agency, contact and phone number of each provider to the family and/or children;
    11. Collateral contacts name and phone number to include the Family Support worker.
  10. The sending SSW submits the transfer summary to the receiving county and to the sending FSOS for pasting into the TWIST transfer screen.  2
  11. The sending FSOS completes the request for transfer in TWIST.
  12. The sending FSOS notifies immediately upon completion of the case transfer screen, via email, that the case is being sent via TWIST to the:
    1. Receiving FSOS;
    2. Receiving Service Region Administrator (SRA) or designee;
    3. Sending SRA or designee; and
    4. Any investigative FSOS with overdue investigations.
  13. Investigative FSOSes ensure completion of overdue investigations within 10 days of notice of transfer unless exceptions are granted and documented.
  14. The receiving FSOS accepts the case transfer within three (3) working days of receipt of the TWIST transfer the date the   transfer is received.
  15. The receiving FSOS can request reconsideration of the transfer via e-mail to the:
    1. Receiving FSOS;
    2. Receiving Service Region Administrator (SRA) or designee; and
    3. Sending SRA or designee.
  16. The sending FSOS provides the hard copy of the case to the receiving county within ten (10) working days after the receiving FSOS accepts the case in TWIST by one (1) of the following methods:
    1. Hand delivery; or
    2. Registered mail.
  17. The receiving FSOS reviews the case file to ensure all required information is present, contacts the sending FSOS to discuss any missing information and to devise a plan for completion.
  18. The SRA or regional designee for the receiving county settles disagreements about case transfers within seven (7) days of notice of the disagreement.
  19. If a dispute between regions cannot be settled, the Director of Service Regions will make the final determination.
  20. The sending SSW completes any missing required case documentation and ensures that this information is completed no later than thirty (30) working days from when the case was shared.
  21. The sending SSW attends the case planning conference, if a case plan is due within thirty (30) working days, to promote a smooth transition, particularly in out of home care (OOHC) cases and if distance prohibits, is available by conference call.
  22. The sending SSW attends court (if the case is court active and if the sending SSW is the one who filed the petition) and completes the court report if it is based on the petition filed.

Practice Guidance

  • Cases are opened in the county where the family can receive the most appropriate services.  Regional decisions about case responsibility should be guided by an understanding of who is to receive reasonable efforts to: 
    • Prevent removal; or
    • Attempt reunification.
  • When children and parents reside in different counties, onsite services are provided to family members residing outside the county with case responsibility.
  • If a case is being transferred more than forty-five (45) miles away, the sending SSW will maintain the court case even after the adjudication hearing; however, the SSW will send a request to transfer the jurisdiction of the case to the receiving county. 
  • The receiving SSW and FSOS should review the TWIST Face Sheet in order to learn all the information they can about the family that is transferring services to their county/region.


  • If a child is removed from the custody of parents who are in an existing relationship, then the parents separate and move to different counties, case responsibility remains in the county where the case was initiated.  Once custody is awarded to one parent, the case may be transferred to the custodial parent’s county and onsite services are requested for the other parent as needed.    

IN PATIENT TREATMENT CENTERS and SHELTERS (Homeless, Domestic Violence, etc.)

  • If the children reside with the parent(s) while in treatment where the length of stay in the program is longer than six (6) months, the case is transferred to the county where the treatment program is located.
  • If the children do not reside with the parent(s) while in treatment, case responsibility remains in the county where the parent resided before entering the facility, until it is determined where the parent will be residing after his/her release from the program.
  • If the parent or family resides in a shelter for more than thirty (30) days the case may be transferred.


  • Case responsibility regarding kinship care cases remains in the county where the custodial parent resides. The case may be shared, when the approved relative caregiver resides in another county. The receiving SSW follows procedures outlined in SOP 1.11 Onsite Provision of Services for ongoing service provision to the approved relative caregiver.


  • The decision for an FSOS to keep a case in a county when the family has moved to another county or region is reviewed with the SRA or designee for approval. It may be necessary to keep the case if a family is transient or if their current location is temporary. If onsite services are needed, the SSW assigned to the case follows procedures outlined in SOP 1.11 Onsite Provision of Services.
  • When a case does not warrant transfer to another county/region, but assistance is required in providing timely service provision, the SSW assigned the case follows procedures outlined in SOP 1.11 Onsite Provision of Services.


  • Transfers for cases actively involved in the termination process will be approved/denied on a case by case basis.  The determination will be made based on where the case is in the TPR process.
  • The case may be transferred by the ongoing SSW to R&C or the permanency team, based on the following regional protocols:
    • Upon changing the goal to adoption; or
    • After TPR and the creation of the agency permanency case has occurred; or
    • Within ten (10) days of signing the placement agreement.


  1. The SSW may also contact the Family Support office or the school system to verify a move. 
  2. The Case Transfer Form may be used if so desired. The completed Case Transfer Form may be completed and cut/paste into the TWIST Case Transfer Summary Screen to eliminate duplication.


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