3000 Information & Referral (I&R) Reports
SWI Policy and Procedures July 2024
Intake specialists cannot complete an intake when information does not meet the statutory definitions of what Adult Protective Services (APS), Child Protective Investigations (CPI), Child Care Investigations (CCI), or Provider Investigations (PI) can investigate. The intake specialist completes an information and referral (I&R) when reported information does not meet the criteria for an intake.
Depending on the I&R type, SWI may forward it to field staff for handling, send it to another agency for review, or close the I&R.
3100 I&R Types
SWI Policy and Procedures July 2024
SWI uses 18 types of information and referral (I&R) reports. The following sections explain each type.
3101 CVS Caseworker Notification
SWI Policy and Procedures December 2023
The intake specialist completes an I&R CVS Caseworker Notification anytime a child in DFPS conservatorship or an adult in extended foster care is a principal in an intake for any program.
The intake specialist completes separate I&Rs when there are either:
- Multiple unrelated children.
- Related children with different conservatorship (CVS) caseworkers as indicated in the SUB stage.
The intake specialist does not use this I&R type when the only report is an I&R or a CRSR.
The intake specialist completes this I&R in addition to other required I&R notifications and needed call outs. See 4561.1 Situations That Require an I&R to Existing CPS Case.
The intake specialist duplicates the intake. See 2812 Duplicating a Report (New Using) as follows:
- Uses the current date and copies the following:
- Reporter information
- Person section
- Narrative
- Makes sure the person list is in the Person section. This should happen when duplicating the intake to create the I&R.
- Makes sure person searches and relating person matches are complete. The intake specialist completes person searches and relates matching persons for the intake, which then carry over when duplicating the intake to create the I&R.
- Documents “Narrative is from intake completed for [specific program name]” at the top of the narrative.
- Does not edit any other part of the narrative.
- Manually assigns the I&R to the CVS caseworker who is indicated in the SUB stage for the specific child or young adult. This includes the stage type C-IC (interstate compact on the placement of children).
3110 AFC Client Rights/Fac Admn Issues
SWI Policy and Procedures December 2024
The intake specialist completes this I&R type when both of the following are true:
- Information does not meet the legal definition of abuse, neglect, or exploitation.
- The client lives in or receives services from any of the following:
- A facility or a facility employee, officer, agent, contractor, subcontractor, or volunteer under the jurisdiction of Provider Investigations (PI).
- A Medicaid-paid community provider under the jurisdiction of PI who is not employed by a home and community support services agency (HCSSA). This includes Home and Community-based Services (HCS), Texas Home Living (TxHmL), Youth Empowerment Services (YES) waivers, and Consumer-Directed Services (CDS).
- A facility regulated by Residential Child Care Regulation (RCCR), and the client is an adult with a disability.
The intake specialist assigns this I&R type and does not close reports about client rights or facility administrative issues. See Assignment Charts on the DFPS intranet.
When Not to Complete an I&R AFC Client Rights/Fac Admn Issues
The intake specialist does not complete an I&R AFC Client Rights/Fac Admn Issues if the report involves any of the following:
- Information about people involved in an open case for Provider Investigations (PI). The intake specialist completes an I&R to Existing PI Case, which appears in IMPACT as an I&R to Existing APS-PI Case, instead. See 3120 I&R to Existing Case.
- A home and community support services agency (HCSSA) or an employee of a HCSSA. The intake specialist completes an I&R Referred to HHSC instead. See 3172 Referred to HHSC.
- A state supported living center (SSLC) or intermediate care facility for individuals with an intellectual disability or related condition (ICF/IID). The intake specialist completes an I&R Referred to HHSC instead. See 3172 Referred to HHSC.
3120 I&R to Existing Case
SWI Policy and Procedures December 2024
Each DFPS program has its own I&R to Existing Case designation.
The intake specialist completes this type of report when a reporter provides information that does not require a new intake but is relevant to an open case in the same or another program. Examples include:
- The reporter provides more details about a previously reported incident.
- The reporter provides names of collaterals or additional locating information.
The intake specialist at times needs to send I&Rs to multiple cases. Some examples are open cases that meet any of the following criteria:
- In different counties for the same program.
- With different case names for the same program.
- In different programs, if the information is relevant to each program.
If there are multiple open cases for the same program, with the same case name, in the same county, the intake specialist completes only one I&R to Existing Case.
If a person is a principal (PRN) in an open case or it is unclear whether the information is relevant to an open case, the intake specialist completes an I&R to Existing Case.
If the information is not relevant to any open case and there are no people in the new report who are PRNs in an open case, the intake specialist completes a more appropriate I&R type.
For more information specific to open cases, see:
3121 Specific Considerations for an I&R to Existing Case
CCR Situations Involving a Child in DFPS Conservatorship on the DFPS intranet
If the I&R involves human trafficking, the intake specialist sends an additional I&R to the Texas Department of Public Safety – Joint Crime Information Center (JCIC). See 3171 Non-FPS Criminal Matter Referred to Law.
Completing an I&R to Existing Case and an Intake or a Case-Related Special Request (CRSR)
The intake specialist completes an I&R to Existing Case in addition to an intake or CRSR, if any of the following criteria apply:
- Different county – At least one open case exists with the same case name and for the same program, but in a different county.
- Different case name – At least one open case exists for the same program but with a different case name, and the information is relevant to that open case.
- Different program – At least one open case exists in a different program, and the information is relevant to that program.
For exceptions, see:
CCR Situations Involving a Child in DFPS Conservatorship on the DFPS intranet
3121 Specific Considerations for an I&R to Existing Case
3121 Specific Considerations for an I&R to Existing Case
SWI Policy and Procedures March 2023
CPI and CPS cases have many stages, and multiple stages can be open at once.
3121.1 When to Send an I&R to Existing CPS Case
SWI Policy and Procedures October 2023
The intake specialist sends this type of information and referral (I&R) to the local office only for open cases in these specific service delivery stages:
- INT (intake).
- INV (investigation).
- A-R (Alternative Response).
- FPR (family preservation).
- FBSS (Family-Based Safety Services; also documented as FPR or CPS Family Preservation in IMPACT).
- SUB (substitute care). This includes the stage type C-IC (interstate compact on the placement of children) only in those situations described in 4711.1 CPI Out-of-State Table and 4711.3 Child in an ICPC Placement Alleges Abuse or Neglect.
- FSU (family substitute care).
- FRE (family reunification).
The Case List displays only the most recently opened stage. The intake specialist may need to open the Case Summary to review all stages and determine if any of the above stages are open.
I&Rs that pertain to open CPS cases are routed to the county with jurisdiction for the open case. If the county for a SUB stage type C-IC is out-of-state, route to the county where the child is placed.
3121.2 CPS Case-Related Special Requests
SWI Policy and Procedures March 2023
An intake specialist may send an I&R to Existing CPS Case to an open CPS Case-Related Special Request (CRSR), only if it pertains to the CRSR.
3121.3 When Not to Send an I&R to Existing CPS Case
SWI Policy and Procedures September 2023
Cases in the PAL stage
The intake specialist does not send an I&R to Existing CPS Case to a case with an open PAL stage, unless it also has an open service delivery stage listed above.
Cases in the SUB stage
The intake specialist does not send an I&R to Existing CPS Case to an open case in the SUB stage if it contains any of the following stage types:
- C-IC (interstate compact on the placement of children), except as stated in 3121.1 When to Send an I&R to Existing CPS Case.
- C-JPC (juvenile probation).
- C-TYC (Texas Juvenile Justice Department).
See:
3416 Request for an Interstate Compact on the Placement of Children (ICPC)
Child Protective Services Handbook, 1410 Definition of Case and Stage
The intake specialist does not complete an I&R to Existing CPS Case if the only open stage is one of the following:
- ADO (adoption)
- FAD (foster adopt)
- PAD (post adoption)
- KIN (kinship)
- PCA (permanency care assistance)
- ARI (administrative review)
- PAL (Preparation for Adult Living)
Instead, the intake specialist completes an I&R that is most appropriate to the situation.
Anonymous Reporter
The intake specialist does not complete an I&R to Existing CPS Case if an anonymous reporter reveals information that meets the legal definition of child abuse or neglect under CPI’s jurisdiction. Instead, the intake specialist completes and closes an I&R Refused to Report, regardless of relevancy to the open case.
3121.4 Aging Out of Care (AOC) Stage in APS Cases
SWI Policy and Procedures March 2023
Some APS cases may be open in the Aging Out of Care (AOC) stage. DFPS opens this stage for a child in DFPS conservatorship who may need guardianship services past age 17.
The intake specialist does not complete an I&R to existing APS case when the case is open in this stage. Instead, he or she sends an I&R to existing CPS case with the open Substitute Care (SUB) stage.
3121.5 APS Case-Related Special Request Cases
SWI Policy and Procedures March 2023
An intake specialist may send an I&R to existing APS case to an open APS Case-Related Special Request (CRSR), only if it pertains to the CRSR.
3121.6 Existing Provider Investigation (PI) Case and Possible Client’s Rights Issues
SWI Policy and Procedures December 2024
The intake specialist completes an I&R to Existing PI Case, which appears in IMPACT as an I&R to Existing APS-PI Case, if both of the following are true:
- The report is about possible client’s rights or administrative issues.
- There is an open PI case about one or more of the people involved.
3121.7 DCR or RCCR Standards Compliance and an Open DCI or RCCI Case
SWI Policy and Procedures March 2023
An intake specialist completes only an I&R to existing DCI or RCCI case if the report contains:
- Information about standards compliance in a DCR or RCCR operation.
- Information relevant to an open DCI or RCCI case.
See 3160 Standards Compliance.
3130 Call Back (EBC Use Only)
SWI Policy and Procedures July 2024
An E-unit specialist completes an I&R Call Back (EBC Use Only) when he or she calls a reentry requester to obtain clarification or details on a requested re-entry sent by mail, fax, or internet.
See 3423 Out-of-State Agency Requests for Case History (OOS Requests).
3140 Chronic Caller
SWI Policy and Procedures July 2024
The intake specialist completes an I&R Chronic caller when the reporter is documented on the APS Chronic Caller List (available under Additional Tools on the Intake Procedures page of the DFPS intranet) as having a pattern of making false or frivolous allegations of abuse, neglect, or financial exploitation of him or herself.
See:
2123 Chronic Reporters (Chronic Callers)
3150 Clearly Not Reportable
SWI Policy and Procedures July 2024
The intake specialist completes the appropriate I&R Clearly not reportable when both of the following are true:
- The reporter gives information that requires an assessment.
- The information does not meet the legal definition of abuse, neglect, or exploitation.
There are two types of Clearly not reportable (CNR) I&Rs:
- Clearly not reportable- re: children
- Clearly not reportable- re: elder/disabled adult
Reports of Family Violence
The intake specialist completes an I&R Clearly not reportable- re: children when a report on family violence involves children in the home, but the concerns do not meet abuse, neglect, or exploitation definitions.
The intake specialist completes an I&R Clearly not reportable- re: elder/disabled adult when a report on family violence involves an elderly or disabled adult and does not include children in the home, but the concerns do not meet abuse, neglect, or exploitation definitions.
3160 Standards Compliance
SWI Policy and Procedures December 2023
An intake specialist completes an I&R Standards Compliance when concerns about a day care or residential child care operation or home do not meet the legal definition of abuse, neglect, or exploitation. This includes operations and homes under Day Care Regulation (DCR) or Residential Childcare Regulation (RCCR).
The intake specialist assigns this I&R type and does not close reports that are standards compliance concerns.
The intake specialist does not complete this I&R type simply because a reporter does one of the following:
- Mentions an operation or home but has no concerns about the operation or home.
- Has no concerns when a client is away from the operation or home but still under the care of the operation or home.
There are two types of I&R Standards Compliance:
- I&R DCL Standards Compliance (child day care operations and homes).
- I&R RCL Standards Compliance (residential childcare operations and homes).
Examples of I&R DCL Standards Compliance include:
- A day care provider is caring for more children than the license allows.
- A childcare center is serving only cold meals to the children.
- A provider is running an unregulated day care in a house.
Examples of I&R RCL Standards Compliance include:
- A foster home is caring for more children than the license allows.
- A residential treatment center is serving only cold meals to the children.
- A foster parent is not allowing a child to participate in afterschool activities.
- A foster child reports a complaint about his or her foster care placement that does not meet the definition of abuse, neglect, or exploitation. See 2843 Complaint from a Foster Youth about His or Her Placement. If the person in extended foster care is an adult with a disability, an I&R AFC Client Rights/Fac Admn Issues is also completed. See 3110 AFC Client Rights/Fac Admn Issues.
The intake specialist completes only an intake if the report is about both of the following:
- Allegations of abuse, neglect, or exploitation.
- Concerns about standards compliance.
The intake specialist completes only an I&R to Existing Case if the report is about both of the following:
- Information relevant to an open Day Care Investigations (DCI) or Residential Child Care Investigations (RCCI) case.
- Standards compliance in a DCR or RCCR operation or home.
See CCR Situations Involving a Child in DFPS Conservatorship on the DFPS intranet.
3170 I&Rs Referred Elsewhere
3171 Non-FPS Criminal Matter Referred to Law
SWI Policy and Procedures September 2023
The intake specialist completes an I&R Non-FPS Criminal Matter Referred to Law when a report is about a situation in Texas that meets both of the following criteria:
- It includes criminal activity that threatens the health or safety of a child or adult.
- It is not included in a report sent to a DFPS program, Child Care Regulation (CCR), or Provider Investigations (PI).
The intake specialist refers the reporter to the appropriate law enforcement agency and provides the phone number. The intake specialist sends the report to law enforcement, regardless of whether the reporter agrees to contact law enforcement.
When the intake specialist sends a report to a DFPS program, CCR, or PI, the intake specialist does not send a separate I&R Non-FPS Criminal Matter Referred to Law unless it involves human trafficking. The program that receives the report notifies law enforcement about any criminal activity that threatens the health or safety of a child or adult, if needed.
If the I&R Non-FPS Criminal Matter Referred to Law involves any mention of human trafficking in Texas, the intake specialist notifies all of the following:
- Any local law enforcement agencies with criminal jurisdiction.
- The Texas Department of Public Safety’s Joint Crime Information Center (JCIC).
See 2670 Law Enforcement Notification.
Exception: Anonymous Reports of Child Abuse or Neglect Under CPI’s Jurisdiction
The intake specialist usually does not send information about child abuse or neglect to any law enforcement agency in or out of state, including the Joint Crime Information Center (JCIC), if both of the following are true:
- The reporter is anonymous.
- The information falls under CPI’s jurisdiction.
If other information in the report is outside the investigative jurisdiction of CPI, the intake specialist considers whether to send it to the applicable law enforcement agency. When an I&R Non-FPS Criminal Matter Referred to Law is completed for information outside CPI’s jurisdiction, the intake specialist does the following:
- If the anonymous report of child abuse or neglect under CPI’s jurisdiction is directly relevant to the other information sent to law enforcement, the intake specialist includes it in the I&R Non-FPS Criminal Matter Referred to Law.
- If the anonymous report of child abuse or neglect under CPI’s jurisdiction is not directly relevant to the other information sent to law enforcement, the intake specialist completes and closes a separate, more appropriate I&R type. The intake specialist completes the I&R without the New Using function.
See:
3171.1 When Not to Use the I&R Non-FPS Criminal Matter Referred to Law
SWI Policy and Procedures October 2023
The intake specialist completes a different type of I&R when any of the following occurs:
- The reporter is anonymous and reports concerns about child abuse or neglect under CPI’s jurisdiction. In the narrative, the intake specialist does not include any information about the reported child abuse or neglect that is not directly relevant to concerns for other criminal matters referred to law enforcement. In this case, the intake specialist completes and closes a separate I&R of the most relevant type to document the concerns for child abuse or neglect without the New Using function.
- The reporter is the law enforcement agency with criminal jurisdiction, and there is no abuse, neglect, or exploitation where DFPS has jurisdiction. In this case, the intake specialist completes an I&R Clearly Not Reportable Re: Children or I&R Clearly Not Reportable Re: Elder/Disabled Adult when there is no open case and no other I&R type applies. The intake specialist closes these reports without IMPACT automatically sending it back to law enforcement.
- The intake specialist called the law enforcement agency, because the situation required immediate attention. The intake specialist completes an I&R Clearly Not Reportable Re: Children or I&R Clearly Not Reportable Re: Elder/Disabled Adult when there is no open case. The intake specialist documents the call to law enforcement in the narrative and closes these reports without IMPACT automatically sending it back to law enforcement. See 2145 Law Enforcement Welfare Check. If there is an open case, see 3120 I&R to Existing Case.
- When the criminal activity occurs out-of-state, see 3173 Matter Referred On.
3172 Referred to HHSC
SWI Policy and Procedures December 2024
The intake specialist completes an I&R Referred to HHSC when all of the following are true:
- A report involves any concerns, regardless of whether they include abuse, neglect, or exploitation.
- The concerns are about a facility, provider, or service under the jurisdiction of Health and Human Services (HHS), so HHS Complaint and Incident Intake (CII) needs to handle the report. See 3172.1 Facilities and Services under the Jurisdiction of Health and Human Services (HHS).
- There is no report for APS or PI (Facility or Community). See 5712 When an APS Report Includes Concerns for HHS Complaint and Incident Intake (CII).
The intake specialist completes an I&R Referred to HHSC when completing a report for Child Protective Investigations (CPI), Child Care Investigations (CCI), or Child Care Regulation (CCR) and there are concerns about a facility, provider, or service under the jurisdiction of HHS.
If the information does not meet the legal definition of abuse, neglect, or exploitation for Provider Investigations (PI) Facility or PI Community, see 3110 AFC Client Rights/Fac Admn Issues.
If the information is about a facility, provider, or service that is not under the jurisdiction of DFPS, CCR, or PI and also is not handled by HHS CII, see 3173 Matter Referred On and the Referrals for Callers page on the DFPS intranet. This includes referrals to the HHS ombudsman for all other HHS services not under HHS CII.
3172.1 Facilities and Services under the Jurisdiction of Health and Human Services (HHS)
SWI Policy and Procedures March 2024
Texas Health and Human Services (HHS) has jurisdiction over various facilities and services, including the following:
- Assisted living facilities. If there is an allegation of self-neglect, see 5735.2 Self-Neglect in Assisted Living Facilities.
- Day activity and health services (DAHS). This includes both traditional DAHS and DAHS with individualized skills and socialization (ISS) facilities if listed in any of the Texas DAHS directories.
- Some licensed day habilitation (dayhab) centers.
- State supported living centers (SSLCs).
- Intermediate care facilities for individuals with an intellectual disability or related condition (ICFs/IID).
- Health facilities, including the following:
- Birthing centers.
- Clinical laboratories.
- Comprehensive outpatient rehabilitation facilities.
- Crisis stabilization units.
- End-stage renal disease facilities (dialysis centers).
- Freestanding emergency medical centers.
- Hospitals (including private psychiatric hospitals, unless they contract with HHS). See 6123 Private Psychiatric Facility Contracting with Health and Human Services.
- Ambulatory surgical centers.
- Outpatient physical therapy or speech pathology service facilities.
- Portable x-ray facilities.
- Rural health clinics.
- Substance use or narcotic treatment facilities.
- Home health services from a home and community support services agency (HCSSA).
- Hospice in a facility or in a client’s home.
- Nursing homes. If the client is being evicted or is leaving against medical advice, see 5735.3 Eviction or Leaving Against Medical Advice (AMA) from a Facility Regulated by HHS.
- Personal assistance service agencies.
- Prescribed pediatric extended care centers.
HHS does not have jurisdiction over outpatient services by medical professionals in unlicensed settings. Instead, each professional’s licensing board has jurisdiction. See Referrals for Callers on the DFPS intranet.
Provider Investigations (PI) has jurisdiction over services paid for by any of the following:
- A Home and Community-based Services (HCS) waiver.
- Texas Home Living (TxHmL) waiver.
- Youth Empowerment Services (YES).
- The Consumer-Directed Services (CDS) service delivery option.
See Agency and Program Jurisdiction on the DFPS intranet.
3172.2 Dual Jurisdiction
SWI Policy and Procedures July 2023
If there are concerns of abuse, neglect, or exploitation in an HHS-licensed facility or by a Medicaid-funded employee or contractor who is not employed by a home and community support services agency (HCSSA), the intake specialist considers whether to complete a PI intake.
See:
6830 Dual Jurisdiction between PI Facility and Another HHS Division
7730 Dual Jurisdiction between PI Community and Another HHS Division
If there are concerns of abuse, neglect, or exploitation by a family member or self-neglect under the jurisdiction of APS, the intake specialist considers whether to complete an APS intake. See 5735.5 Abuse, Neglect, or Financial Exploitation by Someone Other Than an Employee.
See the Agency and Program Jurisdiction resource on the DFPS intranet for more information.
3172.3 When to Close the I&R
SWI Policy and Procedures July 2023
The intake specialist refers the reporter to Health and Human Services Complaint and Incident Intake (HHS CII) if both of the following are true:
- The reporter has concerns about a facility or service that HHS investigates or regulates.
- The concerns do not fall under the jurisdiction of DFPS or PI.
The reporter can make a report to HHS CII by calling 1-800-458-9858, emailing the CII Complaints mailbox, or using the online Texas Unified Licensure Information Portal (TULIP). If the reporter agrees to contact HHS CII, the intake specialist closes the I&R.
3172.4 When to Assign the I&R
SWI Policy and Procedures July 2023
The intake specialist assigns the I&R Referred to HHSC when any of the following occur:
- The intake specialist determines the information is an HHS matter after the call ends.
- The reporter is unwilling or unable to contact HHS CII.
- The reporter sends the report by internet, mail, or fax.
3173 Matter Referred On
SWI Policy and Procedures September 2023
The intake specialist completes an I&R Matter Referred On when a reporter shares concerns that are any of the following:
- Not part of a CPI, DCI, or RCCI intake.
- Not under the jurisdiction of DFPS, Child Care Regulation (CCR), or Provider Investigations (PI).
- Not related to another agency covered by another I&R type.
- Anonymous concerns about child abuse or neglect under CPI’s jurisdiction. The intake specialist verbally refers the anonymous reporter to local or state law enforcement.
In these situations, the intake specialist also refers the reporter to the appropriate agency and provides contact information, when available.
Referrals to Other Community, Governmental, or Out-of-State Agencies
The intake specialist completes an I&R Matter Referred On when the reporter only needs help from another agency as he or she is not eligible for DFPS services or the concerns are not under the jurisdiction of DFPS, CCR, or PI. The intake specialist can find appropriate referrals on the Referrals for Callers webpage on the DFPS intranet. The intake specialist first rules out any DFPS, CCR, or PI report.
The Agency and Program Jurisdiction resource contains information about many agencies within and outside of Texas, and it specifies which DFPS or HHS program has jurisdiction or which I&R type is appropriate for each agency.
Examples of this I&R type include:
- A referral to community agencies such as 2-1-1, a local food bank, a church, a shelter, housing assistance, or legal assistance.
- A referral to another governmental agency such as HHSC for food stamps, Medicaid, or WIC.
- Abuse, neglect, or exploitation outside of Texas, with no protection issues inside Texas. This includes child abuse or neglect sent to the Mexican equivalent of CPI. See 4714 Child Resides in Mexico and 4713 When Another Country has Authority to Investigate.
- Abuse, neglect, or exploitation under the jurisdiction of both DFPS, CCR, or PI and equivalent authorities in another state. See 4711.1 CPI Out-of-State Table and 4712.1 Texas CPI Intake and Additional Children at Risk in Another State.
- Criminal activity in another state that threatens the health or safety of a child or adult.
The intake specialist refers the reporter to the appropriate agency and provides contact information, when available. If the reporter agrees to contact the other agency, the intake specialist documents the reporter’s response in the narrative and closes the I&R unless it requires assigning as indicated below.
Situations That Require Assigning the I&R
The intake specialist assigns the I&R Matter Referred On to the Faxing workload in these situations:
- There is abuse, neglect, or exploitation in another state or Mexico that requires reporting to that protective service agency. When it is Mexico, assign to the appropriate regional contact who facilitates communication with Desarrollo Integral de la Familia (DIF).
- There is criminal activity in another state that threatens the health or safety of a child or adult and is not part of a DFPS, CCR, or PI report.
- The reporter sends information by internet, mail, or fax, and the intake specialist assesses the information to be relevant to another agency such as the Office of the Attorney General or Texas Juvenile Justice Department.
- The intake specialist assesses an I&R Matter Referred On for another agency after the call.
Exception: The intake specialist usually does not send a report of child abuse or neglect to any agency, including to programs equivalent to CPI in other states or countries, any law enforcement agency in or out of state, or the Joint Crime Information Center (JCIC), if both of the following are true:
- The reporter is anonymous.
- The report falls under CPI’s jurisdiction.
If other information in the report does not fall under CPI’s jurisdiction, the intake specialist considers whether to send it to another agency. When an I&R Matter Referred On is assigned to the Faxing workload for information outside the investigational jurisdiction of CPI, the intake specialist does the following:
- If the anonymous report of child abuse or neglect under CPI’s jurisdiction is directly relevant to the information faxed to another agency, the intake specialist includes it in the I&R Matter Referred On.
- If the anonymous report of child abuse or neglect under CPI’s jurisdiction is not directly relevant to the information faxed to another agency, the intake specialist completes and closes a separate I&R without the New Using function.
Emergencies
The intake specialist refers the reporter to local law enforcement when both the following apply:
- SWI receives a call for another agency when that agency is closed.
- The concerns require immediate attention.
If the reporter is unwilling or unable to contact law enforcement, the intake specialist does all of the following:
- Gathers the necessary information.
- Calls law enforcement because of the urgency of the situation.
- Documents the law enforcement notification in the narrative.
- Completes the I&R for the appropriate state or community agency.
See 2145 Law Enforcement Welfare Check.
In most cases, the intake specialist does not send anonymous reports of child abuse or neglect under CPI’s jurisdiction to any law enforcement agency in or out of state, including the Joint Crime Information Center (JCIC). See 2122 Anonymous Reporters. In emergency situations, the intake specialist considers if the anonymous reporter is willing and able to contact law enforcement and follows the procedures above.
3180 Refused to Report
SWI Policy and Procedures September 2023
The intake specialist completes an I&R Refused to Report when the reporter does any of the following:
- Reports information that meets the legal definition of abuse, neglect, or exploitation and has, but refuses to provide, enough information to identify or locate the person of concern.
- Reports information that meets the legal definition of child abuse or neglect under the investigative jurisdiction of CPI but refuses to provide his or her first and last name and phone number.
The intake specialist does not complete this type of I&R when the reporter simply does not have enough information necessary to complete an intake. In this case, the intake specialist completes a more appropriate I&R type.
3190 Other Business Call
SWI Policy and Procedures July 2024
The intake specialist completes an I&R Other Business Call when no other type is appropriate.
Examples include:
- Requests for a report ID or status of a report. See 3411 Request for a Status of a Report or Report ID.
- Requests for case history. The intake specialist may direct the caller to the Request A Copy of DFPS Records page on the DFPS public website. See 3412 Request for an Individual’s Case Record.
- Out-of-state (OOS) agency requests. See Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet.
- Reentry requests. See 2850 Reentering Reports (Reentry).
- Wrong numbers or hang-ups.
- General questions about the Texas Abuse Hotline or DFPS operations. The intake specialist may direct the caller to information on the DFPS public website.
- Calls about weather-related office closures.
- Requests related to the Interstate Compact on the Placement of Children (ICPC). See 3416 Request for an Interstate Compact on the Placement of Children (ICPC).
- Requests for foster care or adoption information. See 3414 Request for Foster Care or Adoption Information.
- Requests for child care information. See 3413 Request for Child Care Information.
- Requests for central registry (abuse and neglect) checks for applicant screening. See 3415 Request for Central Registry Checks for Applicant Screening.
- Requests for a person’s case record. The intake specialist may direct the caller to the Request A Copy of DFPS Records page on the DFPS public website. See 3412 Request for an Individual’s Case Record.
- Providing results of an out-of-state (OOS) case history check to the original requester. See 3423 Out-of-State Agency Requests for Case History (OOS Requests).
- A mail or fax report that is an exact match or a duplicate of an existing report in IMPACT. See 2790 Mail or Fax Is an Exact Match or Duplicate of an Existing Report.
- A blank e-report with no auto-submission statement and no raw data available. See 2782 E-Report Is Blank.
3200 I&R Person List
SWI Policy and Procedures July 2024
The following types of information and referral (I&R) reports require a person list:
- AFC Client Rights/Fac Admn Issues.
- I&R CVS Caseworker Notification.
- DCL Standards Compliance.
- Matter Referred On (when the I&R is sent to another agency).
- Non-FPS Criminal Matter Referred To Law.
- RCL Standards Compliance.
- Referred to HHSC (when the I&R is sent to the agency).
For all other I&R types, a person list is optional.
When an intake specialist creates a person list, he or she may document it in the Person section or the narrative in IMPACT. The intake specialist follows the Narrative Instructions when documenting the person list in the narrative.
Exception: For I&R CVS Caseworker Notification, the intake specialist must copy the person list from the original intake.
3210 Person Types: Principal or Collateral
SWI Policy and Procedures October 2020
IMPACT requires the intake specialist to select a person type when he or she documents the person list in the Person section. The intake specialist can select either principal (PRN) or collateral (COL).
The intake specialist does not have to document a person type when documenting the person list in the narrative.
3220 Roles
SWI Policy and Procedures October 2020
IMPACT requires the intake specialist to select a role when documenting the person list in the Person section. The intake specialist selects the role of No Role (NO).
The intake specialist does not have to document a role when documenting the person list in the narrative.
3230 Relationship or Interest
SWI Policy and Procedures July 2024
The intake specialist documents the relationship or interest (Rel/Int) of people in a report as follows:
- Identifies the person of interest with the Rel/Int of Self (SL).
- Identifies each other person in the report with the designation that best describes his or her relationship to the person of interest.
- Documents an explanation of the relationship in person notes or narrative when using a vague Rel/Int, such as Family Member (FM) or Unrelated Household Member (UH).
3240 Identifying and Locating Information
SWI Policy and Procedures July 2024
The intake specialist obtains and documents identifying and locating information for the relevant individuals, depending on the I&R type.
This table describes which identifying and locating information the intake specialist obtains and documents based on the I&R type.
| I&R Type |
Identifying Information |
Locating Information |
|---|---|---|
|
Obtains the following for all individuals involved:
Documents all the identifying information obtained. |
Obtains the following for all individuals involved:
Documents all the locating information obtained. |
|
Obtains the following for all individuals involved:
If the I&R is assigned, documents all the identifying information obtained. If not assigned, no documentation is required. |
Obtains the following for all individuals involved:
If the I&R is assigned, documents all the locating information obtained. If not assigned, no documentation is required. |
|
Obtains the following:
Documents any new or different identifying information obtained. |
Obtains the following:
Documents any new or different locating information obtained. |
Clearly not reportable re: children |
Obtains the following for the oldest child of concern and the caregiver with whom the child resides (or the adult of concern, for a school report):
No documentation required. |
Obtains an address for the oldest child of concern and the caregiver with whom the child resides (or the adult of concern, for a school report). No documentation required. |
Clearly not reportable re: elder/disabled adult |
Obtains the following for the adult of concern:
No documentation required. |
Obtains an address for the adult of concern. No documentation required. |
Refused to Report |
|
|
Call Back (EBC Use Only) |
None required. |
None required. |
Other Business Call |
None required, unless it is an out-of-state request for case history. See Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet. |
None required, unless it is an out-of-state request for case history. See Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet. |
3300 Processing I&Rs
SWI Policy and Procedures July 2024
The following sections describe information and actions needed for a report to be assigned, submitted, or closed:
- Person Search
- Narrative
- In Regards To
- County
- Law Enforcement Notification
- Call-Out and Routing
3310 Person Search
SWI Policy and Procedures July 2024
The intake specialist performs a person search for some information and referral (I&R) reports to initiate case history searches. He or she does not need to relate if a match is found. This table explains whether the intake specialist performs a person search based on the I&R type he or she is completing.
| If the I&R type is: |
Then the intake specialist: |
|---|---|
I&R CVS Caseworker Notification |
Already performed person searches. Person searches and relates are required. However, these were performed when the intake specialist duplicated the intake. This allows the person list to remain intact. |
|
Performs person searches on the person or people whose information he or she obtained. |
|
Performs person searches on any new or different individuals involved. |
Call Back (EBC Use Only) |
Is not required to perform person searches. |
Other Business Call |
Is not required to perform person searches unless it is an out-of-state request for case history. See Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet. |
3320 Narrative
SWI Policy and Procedures July 2024
Different information and referral (I&R) types have different requirements. See the Narrative Instructions and Narrative Templates, which are both on the DFPS intranet.
3330 In Regards To
SWI Policy and Procedures July 2024
The intake specialist completes the In Regards To field for information and referral (I&R) reports whenever possible. This information is helpful to anyone searching for an I&R through the Report Log.
| If the I&R type is: |
Then the In Regards To is: |
|---|---|
| I&R CVS Caseworker Notification | The same as the case name for the open SUB stage for the child of concern. |
| The same as the case name of the open case to which the intake specialist is sending the I&R. |
| The name of the facility, in-home day care provider, or child placing agency (for a foster home). |
| AFC Client Rights/Fac Admn Issues | The name of the client. |
| The name of the client or oldest child victim. If the name of the client or victim is unknown, then use the name of the alleged perpetrator. For school reports, use the school personnel named as the alleged perpetrator. |
| Clearly not reportable-re: children | The name of the parent or managing conservator. If the parent or managing conservator’s name is unknown, use the name of the child. |
| The name of the adult. |
| Call Back (EBC Use Only) | The name of the person called. |
| Refused to Report | The name of the adult or child victim, if known. If not available, leave it blank. |
| Other Business Call | Leave blank unless it is an out-of-state request for case history. See Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet. |
3340 County
SWI Policy and Procedures July 2024
The intake specialist chooses a county for an information and referral (I&R) report only when he or she is sending it to the local office. He or she sends the report to a specific county, depending on the I&R type.
| If the I&R type is: |
Then the intake specialist: |
|---|---|
AFC Client Rights/Fac Admn Issues |
Chooses the county in which the facility is located. |
Chronic caller |
Chooses the same county as the chronic caller’s address. |
I&R CVS Caseworker Notification |
Chooses the county to which the SUB stage is assigned. |
|
Chooses the county in which the existing case is open. Exception: If there is a CSCAL match reported by law enforcement, chooses the county where the principals are currently located. See 4612 The CSCAL Program (Child Safety Check Alert List). |
|
Chooses the county in which the operation is located. |
3350 Law Enforcement Notification
SWI Policy and Procedures July 2024
The intake specialist completes the Law Jurisdiction section only for an I&R Non-FPS Criminal Matter Referred to Law. This information and referral (I&R) type is the only I&R type that can send notifications to designated law enforcement agencies.
See 2670 Law Enforcement Notification.
3360 Call-Out and Routing
SWI Policy and Procedures July 2024
If SWI receives critical information about an open case outside normal business hours, the intake specialist does one of the following:
- Makes a call-out to the on-call staff.
- Assigns the I&R to the Immediate Call-Out (IMCO) workload.
The intake specialist uses the Assignment Charts on the DFPS intranet to determine how to route I&Rs.
See 2680 Call-Outs and Routing.
3400 I&R Special Topics
3410 Reporter Requests
SWI Policy and Procedures October 2020
Sometimes, a reporter may call SWI only to request information. These requests may be for:
- A report ID or status of a report.
- Information about an interstate compact.
- Foster care or adoption information.
- Child care information.
- Central registry checks for applicant screening.
- An individual’s case record.
The intake specialist completes an I&R Other Business Call for these types of requests, because there is no report of abuse, neglect or exploitation.
3411 Request for the Status of a Report or for a Report ID
SWI Policy and Procedures June 2024
Verify that the Requester is the Original Reporter
The intake specialist verifies that the requester is the original reporter. If the requester has the report ID, the intake specialist verifies both of the following:
- The reporter’s first and last name.
- The reporter’s address or phone number.
If the requester does not have the report ID, the intake specialist asks for all of the following:
- The reporter’s first and last name.
- The reporter’s address or phone number from the original report.
- The date (or approximate date) that the reporter made the original report.
- The names of the people involved in the report.
- General information about the report’s content.
Feedback to the Requester
If the information provided by the requester matches the information provided by the original reporter, the intake specialist does one or both the following, depending on the information requested:
- Provides the report ID.
- Explains whether the report was sent to a local office or was closed at SWI.
The intake specialist does not discuss whether a report referred to a local office is open or closed.
If the information provided does not match or the reporter is anonymous, the intake specialist does not provide the requested information. The intake specialist does not confirm or deny any previous reports or cases because doing so is a breach of confidentiality. See 2147 Breach of Confidentiality.
The intake specialist completes an I&R Other Business Call for these requests.
3412 Request for an Individual’s Case Record
SWI Policy and Procedures July 2024
When a reporter contacts SWI to request his or her own case record, the intake specialist does either of the following:
- Refers the reporter to the Records Management Group (RMG) at 512-929-6764.
- Directs the reporter to Requesting a Copy of a Case Record on the DFPS public website.
The intake specialist also completes an I&R Other Business Call.
3413 Request for Child Care Information
SWI Policy and Procedures July 2024
When a reporter requests information regarding child care, the intake specialist:
- Refers the reporter to the Child Care webpage on the HHS public website.
- Completes an I&R Other Business Call.
3414 Request for Foster Care or Adoption Information
SWI Policy and Procedures July 2024
When a reporter requests information regarding foster care or adoption, the intake specialist:
- Refers the reporter to Texas Adoption Resource Exchange (TARE).
- Completes an I&R Other Business Call.
3415 Request for Central Registry Checks for Applicant Screening
SWI Policy and Procedures July 2024
A request for a central registry check is a request by a private entity, such as a social service or volunteer agency, for abuse or neglect information on an individual applying to be an employee, volunteer, foster parent, or adoptive parent. When a reporter requests a central registry check, the intake specialist:
- Refers the reporter to the In-State and Out-of-State Child Abuse Central Registry on the DFPS public website.
- Completes an I&R Other Business Call.
3416 Request for an Interstate Compact on the Placement of Children (ICPC)
SWI Policy and Procedures July 2024
The Interstate Compact on the Placement of Children (ICPC) is an agreement enacted as law in all 50 states, the District of Columbia, and the US Virgin Islands. It establishes standard procedures for placing children in private or substitute care in other states.
An ICPC request is necessary in either of the following situations:
- A child protective agency in one state has custody and needs to place a child in a home in another state.
- A parent in one state wants to place a child in a residential treatment center in another state.
If a reporter asks about placement or requests a home study for a child across state lines, the intake specialist does both of the following:
- Refers the reporter to his or her local state headquarters to make a formal ICPC request. SWI does not handle ICPC requests.
- Completes an I&R Other Business Call.
For non-ICPC requests from other states’ protective service agencies regarding home visits, see 4822 CRSR – Out of State (C-OS).
3420 Requests for Case History
SWI Policy and Procedures October 2020
The following reporters may request case history information from SWI:
- Field staff
- Texas law enforcement
- Out-of-state and foreign protective services agencies
3421 Field Staff Requests Case History
SWI Policy and Procedures July 2024
Field staff typically have access to complete case history. However, field staff occasionally request assistance from SWI. In such situations, the intake specialist:
- Transfers the field staff to SWI support staff.
- Completes an I&R Other Business Call.
If field staff requests a records check on someone in another state, the intake specialist:
- Refers the field staff to the other state.
- Completes an I&R Other Business Call.
3422 Texas Law Enforcement Requests Case History
SWI Policy and Procedures July 2024
Texas law enforcement may request case history information. SWI provides case history information to Texas law enforcement in the following limited circumstances:
- In the performance of official duties relating to the investigation of abuse, neglect, or exploitation.
- To determine whether there is a previous or current case on a family that would keep law enforcement from releasing a child to the prospective caregiver.
Common examples of Texas law enforcement officials include:
- Law enforcement: police officers, deputies, sheriffs, constables, school resource officers, state troopers, Texas Rangers, and fire marshals.
- Officers of the court: probation officers, parole officers, district attorneys, district attorney’s office investigators, and judges.
- Investigators from the medical examiner’s office: medical examiners and investigators with the medical examiner’s office.
For a complete list of Texas law enforcement officials, see the Texas Code of Criminal Procedure, Section 2.12.
DFPS and the Austin Police Department (APD) have a memorandum of understanding (MOU) that allows SWI to give limited case history information to the APD Victim Services division. APD Victim Services is the only victim services division to which SWI can release information. APD Victim Services may request information only to help identify potential placement options for children.
Verify the Requester’s Employment
When Texas law enforcement or APD Victim Services requests case history information, the intake specialist:
- Obtains a main department employment or dispatch phone number.
- Places the requester on hold.
- Calls the employment or dispatch phone number on another line.
- Verifies the requester is employed with the department in the stated capacity.
The intake specialist then returns to the original call and obtains information to complete the case history search.
Alternatively, the intake specialist may get the requester’s direct phone number and call him or her back later, after verifying employment and completing the requested searches.
If the intake specialist can’t verify the requester’s employment, he or she does not:
- Perform the requested searches.
- Provide any case history information.
Provide the Case History Information
The intake specialist verbally provides the requester any case history information relevant to the request. The intake specialist can give the reporter’s information to Texas law enforcement but cannot release reporter information to APD Victim Services.
Texas law enforcement or APD Victim Services may request a history check to help them identify potential placement options for children. Intake specialists cannot recommend or authorize a placement.
If the requester requests to speak with CPS, the intake specialist contacts the local office or on-call staff and asks the staff to contact the requester. The intake specialist should not offer to contact the local office unless there is a need or law enforcement requests it.
If the requester asks for documentation of the case history information, the intake specialist refers the requester to DFPS Records Management Group (RMG) at 512-929-6764 or at the DFPS Records mailbox. The requester can also go to the Requesting a Copy of a Case Record webpage. An intake specialist cannot mail, fax, or electronically transmit copies of IMPACT reports to anyone outside DFPS, Child Care Regulation, or Provider Investigations.
Complete Necessary Reports
The intake specialist completes an I&R to existing case and documents information about the request if the person searched is a principal (PRN) in an open case.
The intake specialist completes an I&R Other Business Call if the person searched is not a PRN in an open case or if there is no open case for the PRN.
3423 Out-of-State Agency Requests for Case History (OOS Requests)
SWI Policy and Procedures July 2024
Law enforcement or protective service agencies in another state or a foreign country may request basic case history information about people who now reside outside Texas. Basic case history information consists of the following:
- Dates related to the intake and investigation.
- Names and roles of victims, perpetrators, and other family or household members in the investigation.
- Addresses of people whose case history the agency is requesting.
- Allegations and dispositions.
- Services that DFPS provided after the investigation.
3423.1 Intake Specialist Receives the Request
SWI Policy and Procedures July 2024
When an intake specialist receives an OOS request, he or she instructs the requester to:
- Submit the request on his or her agency letterhead. The request must include:
- Work-related reason for the search; it must be related to the agency’s case activities or investigation.
- Demographic information for each person for whom a search is requested. The agency should provide as much information as possible, such as the name, date of birth, and Social Security number (SSN).
- Previous Texas addresses, if available.
- Date the results are needed.
- Whether the request is urgent.
- Call back number for the requester.
- Fax the request to SWI at 800-647-7410.
The intake specialist documents this request in an I&R Other Business Call and closes the report.
3423.2 Completing the Request
SWI Policy and Procedures July 2024
E-unit specialists complete faxed OOS requests according to standard procedures in Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet.
Intake specialists do not complete OOS requests. When an intake specialist pulls an OOS request from the mail or fax queue, he or she sends a message to the EBC Teams Channel to request an available e-unit specialist to complete the request and transfers the request to the responding e-unit specialist. If an e-unit specialist is not available, the intake specialist sends a message to the Support Staff Teams Channel for further instruction.
3423.3 When the Requester Calls Back
SWI Policy and Procedures July 2024
When an OOS request is completed, the e-unit specialist contacts the requester to provide case history. When the e-unit specialist is unable to reach the requester, he or she leaves a voicemail message informing the requester the search is complete and provides the associated report ID number of the request with instructions to call SWI for the requested information.
Any intake specialist can verbally provide the search results to the requester by doing the following:
- Asking the requester for the report ID provided in the voicemail. If the requester is unable to provide the report ID, the intake specialist uses the requester’s name to find the report.
- Verifying the requester’s identity by having the requester provide information included in the fax to SWI.
- Opening the report that contains the search results.
- Requesting the work-related reason if there is documentation in the narrative indicating that a work-related reason for the request must be obtained before the results may be verbally relayed to the requester. An appropriate work-related reason is one where the request is related to the agency’s case activities or investigation.
- If the requester is unable to provide a work-related reason, the requester is informed that the results of the IMPACT history search cannot be released. The intake specialist documents the requester is unable to provide a work-related reason in the narrative.
- If a work-related reason is needed and obtained, the intake specialist documents the reason in the narrative.
- Providing the history search results, if appropriate, that were documented in the History section of the original OOS I&R to the requester.
The intake specialist documents this contact as an I&R Other Business Call.
3430 Request for Call Recording
SWI Policy and Procedures July 2024
SWI may receive requests for recorded calls from:
- Field staff.
- Law enforcement agencies.
- Records Management Group (RMG).
- Office of the Inspector General (OIG).
- Attorneys representing DFPS.
The request may include a request for a copy of the report documentation. These requests may be fulfilled using the standard procedures in the following sections.
Requests from people other than those listed above are referred to the DFPS Records Management Group (RMG) at 512-929-6764 or at the DFPS Records mailbox. The requester can also go to the Requesting a Copy of a Case Record webpage.
Subpoenas
When a SWI employee receives a subpoena requesting a copy of a recorded call, he or she follows the standard procedures in the DFPS Subpoena Policy. The Subpoena Tips on the DFPS intranet can be used for specific circumstances that occur at SWI.
3431 Request from Field Staff
SWI Policy and Procedures July 2024
When field staff requests a recorded call or report documentation, the intake specialist informs field staff that the request must:
- Be made by a staff member at the supervisory level or above.
- Include the report ID, case number, or enough details to locate the call.
- Include the reason for the request.
- Be emailed to SWI Policy and Performance Management (PPM) at the QAUNIT mailbox.
SWI cannot fulfill the request if the sole purpose is to identify an anonymous reporter. When the concern is about false or malicious reporting, an attorney representing DFPS or local law enforcement must submit the request for the recorded call.
The intake specialist completes an I&R Other Business Call.
3432 Request from Law Enforcement
SWI Policy and Procedures July 2024
When law enforcement requests a recorded call, the intake specialist informs law enforcement that the request must:
- Include the report ID, case number, or enough details to locate the call.
- Include the reason for the request.
The request can be either:
- Faxed to SWI at 512-339-5900 or 800-647-7410 on official agency letterhead.
- Emailed to SWI Policy and Performance Management (PPM) at the QAUNIT mailbox from an official law enforcement email address.
SWI releases copies of recorded calls to law enforcement only for criminal investigations. If a request is received by email, SWI may call the agency to verify the employment of the requester before providing the recording.
The intake specialist completes an I&R Other Business Call.
3433 Request from Records Management Group, Attorneys Representing DFPS, or the Office of the Inspector General
SWI Policy and Procedures July 2024
If the Records Management Group (RMG), attorneys representing DFPS, or the Office of the Inspector General (OIG) requests a recorded call and associated report documentation, the intake specialist:
- Tells the requester to email the request to SWI Policy and Performance Management (PPM) at the QAUNIT mailbox.
- Completes an I&R Other Business Call.
3434 Completing a Call Recording Request
SWI Policy and Procedures May 2022
SWI Policy & Performance Management (PPM) staff typically completes requests for recorded calls and associated information. A supervisor, worker V, or program administrator may handle this request when:
- Someone from PPM is not available.
- There is an urgent need for a copy of the call.
The requests must meet certain requirements. See:
3432 Request from Law Enforcement
3433 Request from Records Management Group or Attorneys Representing DFPS
After the requirements in the sections listed above are met, the supervisor, worker V, or program administrator:
- Sends the recorded call to the requestor by a DFPS email, which is automatically encrypted.
- Burns the recorded call to CD if the file is too large for email.
The requester can have the CD mailed (two-day delivery service) or held for in-person pick up by an authorized representative.
3440 Field Staff Requests a Criminal History Check
SWI Policy and Procedures July 2024
Child Protective Investigations (CPI) and Child Protective Services (CPS) use the Texas Department of Public Safety (DPS) criminal history checks to help place a child or when directed to do so by the courts. These checks are also referred to as expedited background checks (EBC).
If CPI or CPS requests a Texas DPS criminal history check, the intake specialist transfers the call to the EBC queue. A team of dedicated intake specialists monitors this queue and has the authorization to perform these checks. SWI completes these checks for CPI and CPS only when both of the following are true:
- The requester cannot access IMPACT.
- No other CPI or CPS staff are available.
The intake specialist completes an I&R Other Business Call.
3450 Field Staff Requests to Speak with Other Field Staff
SWI Policy and Procedures July 2024
If field staff requests to immediately speak with other field staff or a field supervisor about a case or work-related matter, the intake specialist:
- Verifies employment using a staff search in IMPACT by asking for the requester’s:
- Name.
- Date of birth.
- Region and unit number.
- Supervisor’s name.
- Provides the home or cell phone numbers for the field staff or field supervisor requested.
- Provides the office number if the office is open 24 hours a day.
- Completes an I&R Other Business Call.
3460 Field Staff Requests Help from Other Field Staff
SWI Policy and Procedures July 2024
If field staff requests help from other field staff for a courtesy interview or services to a client or family in an open case, the intake specialist:
- Tells the requester to contact the appropriate local office.
- Provides the necessary business phone numbers and information to assist in the communication between field staff.
- Completes an I&R Other Business Call.