Handbook Revision, January 2, 2026
This revision of the Statewide Intake Policy and Procedures Handbook was published on January 2, 2026. Summaries of new or revised items are provided below.
SWI Annual Review Chapter 1000: Statewide Intake (SWI) Contact Center Overview (PATS 00192)
This policy revision clarifies language for consistency and accuracy across the SWI Handbook in the 1000 chapter: Statewide Intake (SWI) Contact Center, an overview chapter of Statewide Intake’s legal information, contact information, records, and organizational structure.
See:
1000 Statewide Intake (SWI) Contact Center
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1110 Requirement to Report Abuse, Neglect, or Exploitation
1120 Anonymity
1130 Confidentiality
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1150 False Reporting
1160 Notification to Law Enforcement
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1210 Phone
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1212 Designated Law Enforcement Line
1213 Designated Line for Reports to Provider Investigations (PI) Line
1214 Designated Administrative Line
1215 International Calls
1220 Texas Abuse Hotline Website
1230 Mail or Fax
1240 Walk-In
1300 Communication Assistance Services
1310 Interpretation Services for People who Speak a Language Other Than English
1320 Interpretation Services for People who are Deaf or Hearing-Impaired or who Have Speech Disabilities
1400 Automatic Call Distributor (ACD)
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1510 Information Management Protecting Adults and Children in Texas (IMPACT) Case Management System
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1530 Contact Center Statistics
1600 Organizational Structure
1610 Intake Specialists
1611 E-Unit Specialists
1620 Intake Supervisors
1621 Additional Intake Supervisor Support
1621.1 Intake Specialist Worker V
1621.2 Acting Supervisor
1630 Screening Staff
1640 Program Administrators (PAs)
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1660 General Computer Services (GCS) Staff
1670 1680 Policy and Performance Management (PPM) Staff
1680 1670 Workforce Management (WFM) Staff
1690 Training Specialists
1700 Workforce Management
1710 Scheduling Shifts
1720 Managing the Workload