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SWI
Statewide Intake Overview

Statewide Intake serves as the “front door to the front line” for all DFPS programs. As the central point of contact for reports of abuse, neglect and exploitation of vulnerable Texans, SWI staff are available 24 hours a day, 7 days per week, 365 days per year.

Paid Expenditures and Total Average Filled
Full Time Equivalent (FTE) Staff

Total Staff 388.7
Workers 289.7
Supervisors 32.1
Other 66.9
Staff Costs $17,393,248.59

Worker demographic

Demographic Subcategory Number or Percent
Turnover Rate n/a 24.7%
Tenure Less than 1 Year 27.0%
1-3 Years 32.8%
Greater than 3 Years 40.2%
Entry Salary n/a $30,481.44
Average Age n/a 38.1
Race/Ethnicity African-American 10.3%
Anglo 64.0%
Hispanic 21.2%
Other 4.5%

Supervisor Demographics

Demographic Subcategory Number or Percent
Turnover Rate n/a 3.1%
Tenure Less than 1 Year 0.0%
1-3 Years 3.1%
Greater than 3 Years 96.9%
Entry Salary n/a $36,763.92
Average Age n/a 44.7
Race/Ethnicity African-American 6.3%
Anglo 56.3%
Hispanic 34.4%
Other 3.1%

Description of the Statewide Intake Process

Step 1: Contact with Statewide Intake (Phone, Fax, Mail, Internet)
Step 2: Interview & Assessment Information about the caregiver
  • History/Ability of Caregiver
  • History of Abuse/neglect or Exploitation
Information about the victim
  • Mental, Physical, or Medical Disability
  • Age
  • Ability to Protect Self
  • Access of Alleged Perpetrator to the alleged Victim
  • Location
Information about the alleged abuse/neglect or exploitation
  • Duration/Severity of problem
  • Bodily injury or substantial risk of bodily injury
  • Type, location and degree of injury
  • Length of time victim unattended
  • Safety of surroundings
Resources available to the family General dynamics of family – strength & weaknesses
Step 3a:
Meets Statutory Definition of Abuse / Neglect / Exploitation
  • (52.2% of calls)
Actions Taken
  • Determine DFPS Program
  • Determine Priority
  • Notify Law Enforcement (CPS, CCL)
  • Notify Field Office
Step 3b:
Does not Meet Statutory Definition
of Abuse / Neglect / Exploitation
  • (47.8% of calls)
Actions Taken
  • Refer to other Agency
  • Provide Resource information
Step 3a-2:
Appropriate Referral Made
  • Report of Abuse/Neglect or Exploitation to APS
  • Report of Abuse/Neglect to CPS
  • Report of Abuse/Neglect to CCL.

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Legal Responsibility for Statewide Intake

Statutory References

Federal: Social Security Act
State: Texas Family Code, Human Resource Code

Major Provisions

  • Centralized point of intake for child abuse and neglect, elderly or disabled adult abuse, neglect or exploitation, clients served by DSHS or DADS employees in State Hospitals or State Schools, and children in licensed child-care facilities or treatment centers for the entire State of Texas.
  • Open 365 days a year, twenty-four hours a day, seven days a week.
  •  Able to receive information via phone, Internet reporting system, fax or mailed correspondence.
    Responsibility to assess information received to the definitions of possible abuse, neglect or exploitation for each program served and to prioritize and route the information to the correct destination workload.
  • Information and Referral Service as warranted or when information received does not meet statutory definitions.
  • Generate Law Enforcement Notifications and route to the correct law enforcement
  • jurisdiction for CPS and CCL programs.
  • Insure confidentiality of IMPACT history and caller identity.
  • Serve as an Expedited Background Check function for CPS by checking criminal and IMPACT history to aid field staff during emergency removals.
  • Quality Assurance unit to review complaints, random call monitors and to develop Best Practice training's for Intake staff.
  • Point program for identifying problems with IMPACT rollouts.
  • Provide daily reports on call volume per queue; hold times per queue, etc.
  • Integrate hardware and software upgrades to phone and computer systems to reduce hold times and improve efficiency.
  • Use of a Workforce Management System, Genesis

Challenges

  • Respond to ever increasing number of phone calls, Internet reports, fax and mailed correspondence while keeping hold times to five minutes or less while maintaining a high quality of intakes.
  • Increase number of bilingual staff.
  • Reduce turnover.

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Total Number of Calls Received

Fiscal Year Hold Time # of Calls % Change
2005 5.2 805,799 11.0%
2006 7.1 821,774 2.0%
2007 9.6 647,909 -21.2%
2008 11.4 678,330 4.7%
2009 10.6 690,430 1.8%

Note: A major phone system upgrade occurred at Statewide Intake in August 2006. Phone scripts were updated, giving callers information about entities external to DFPS who might better meet their needs, such as 211, TANF, and Food stamps. As a result, significantly fewer callers chose to be routed to intake specialists than in past years for information and referral information.

Total Number of Calls Received by
Method of Receipt Fiscal Year 2009

Call Type Number of Calls %
Internet 107,942 15.6%
Mail/Fax 30,665 4.4%
Other 1,109 0.2%
Phone * 550,538 79.7%
Walk-in 176 0.0%
State Total 690,430 100.0%

Total Number of Calls by Type Fiscal Year 2009


Total Call by Regions FY09 Adult Protective Services
- In Home		 Adult Protective Services - Facility Child Protective Services Residential Child Care Licensing Child Care Licensing Total % of Total
Reports of Alleged Abuse/Neglect* 89,556 10,383 252,529 4,182 3,832 360,482 52.2%
Case Related Special Requests 32 0 26,223 5 1 26,261 3.8%
Non Case Related Special Requests n/a n/a n/a n/a n/a 550 0.1%
Information and Referral - Related to Protective Services n/a n/a n/a n/a n/a 257,386 37.3%
Information and Referral -  Not Related to Protective Services n/a n/a n/a n/a n/a 45,751 6.6%
Grand Total 89,588 10,383 278,752 4,187 3,833 690,430 100.0%

Note: The term "calls" represent information received by DFPS and then entered into IMPACT system. Information may be received in the form of a telephone call, regular mail, via Internet reporting system or via fax:
* Calls and reports by date report received.

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Source of Reports of Alleged Abuse/Neglect Calls by Program Area
Fiscal Year (FY) 2009

FY 09: CPS

CPS - Source of Report Number Percent
School 45,826 18.1%
Medical Personnel 40,579 16.1%
Other 36,301 14.4%
Law Enforcement 35,358 14.0%
Relative 29,814 11.8%
Parent 24,708 9.8%
Friend/Neighbor 15,991 6.3%
Anonymous 11,514 4.6%
Blank/Unknown 8,382 3.3%
Child Care Facility 1,973 0.8%
DFPS Staff 1,195 0.5%
Victim 888 0.4%
Grand Total 252,529 100.0%

FY 09: APS In-Home

APS In-Home Source of Report Number Percent
Relative 15,920 17.8%
Institutional Personnel MHMR 12,683 14.2%
Victim 11,125 12.4%
Social Agency 9,684 10.8%
Other 7,361 8.2%
Blank/Unknown 7,170 8.0%
Provider 6,687 7.5%
Medical Personnel 6,496 7.3%
Friend/Neighbor 5,734 6.4%
Law Enforcement 4,100 4.6%
Anonymous 2,188 2.4%
Legal/Court 408 0.5%
Grand Total 89,556 100.0%

FY 09: APS Facility

APS Facility - Source of Report Number Percent
Institutional Personnel MHMR 3,735    36.0%
Victim 2,443    23.5%
Other 812    7.8%
Anonymous 694    6.7%
Blank/Unknown 644    6.2%
Social Agency 583    5.6%
Medical Personnel 503    4.8%
Relative 429    4.1%
Provider 288    2.8%
Law Enforcement 101    1.0%
Friend/Neighbor 86    0.8%
Legal/Court 65    0.6%
Grand Total 10,383    100.0%

FY 09: CCL

CCL - Source of Report Number Percent
Parent 918 24.0%
Child Care Facility 680 17.7%
Blank/Unknown 480 12.5%
Other 456 11.9%
Medical Personnel 428 11.2%
Law Enforcement 347 9.1%
Anonymous 149 3.9%
Relative 148 3.9%
School 89 2.3%
Friend/Neighbor 88 2.3%
DFPS Staff 46 1.2%
Victim 3 0.1%
Grand Total 3,832 100.0%

FY 09: RCCL

RCCL - Source of Report Number Percent
Other 1,658 39.6%
Blank/Unknown 945 22.6%
Medical Personnel 469 11.2%
School 311 7.4%
Parent 201 4.8%
Law Enforcement 168 4.0%
DFPS Staff 128 3.1%
Anonymous 87 2.1%
Relative 60 1.4%
Victim 59 1.4%
Friend/Neighbor 58 1.4%
Child Care Facility 38 0.9%
Grand Total 4,182 100.0%

Note: Not all reports are assigned for investigation.


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