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
|Demographic||Subcategory||Number or Percent|
|Tenure||Less than 1 Year||25.8%|
|Greater than 3 Years||41.7%|
|Demographic||Subcategory||Number or Percent|
|Tenure||Less than 1 Year||0.0%|
|Greater than 3 Years||86.1%|
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
- Ability to Protect Self
- Access of Alleged Perpetrator to the alleged Victim
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
Meets Statutory Definition of Abuse / Neglect / Exploitation
- (51.6% of calls)
- Determine DFPS Program
- Determine Priority
- Notify Law Enforcement (CPS, CCL)
- Notify Field Office
Does not Meet
of Abuse / Neglect /
- (48.4% of calls)
- Refer to other Agency
- Provide Resource information
Appropriate Referral Made
- Report of Abuse/Neglect or Exploitation to APS
- Report of Abuse/Neglect to CPS
- Report of Abuse/Neglect to CCL.
Legal Responsibility for Statewide Intake
Federal: Social Security Act
State: Texas Family Code, Human Resource Code
- Centralized point of intake for child abuse and neglect, abuse, neglect or exploitation of the elderly or adults with disabilities, clients served by DSHS or DADS employees in State Hospitals or State Supported Living Centers, 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 trainings for Intake staff.
- Point program for identifying problems with IMPACT rollouts.
- Provide daily reports on call volume per application; hold times per application, etc.
- Integrate hardware and software upgrades to phone and computer systems to reduce hold times and improve efficiency.
- Use of an IEX Workforce Management System to schedule shifts, breaks and meal times for intake workers in order to maximize efficiency.
- Telstrat Engage call recording system utilized to record phone calls for Quality Assurance and legal requirements.
- Respond to ever increasing number of phone calls, Internet reports, fax and mailed correspondence while keeping average hold times to eleven minutes or less while maintaining a high quality of intakes.
- Increase number of bilingual staff.
- Reduce turnover.
Total Number of Calls Received
|Fiscal Year||Hold Time||# of Calls||% Change|
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 2010
|Call Type||Number of Calls||%|
Total Number of Calls by Type Fiscal Year 2010
|Total Call by Type||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*||103,479||10,533||264,450||3,799||3,486||385,747||51.6%|
|Case Related Special Requests||12||0||26,401||0||0||26,413||3.5%|
|Non Case Related Special Requests||n/a||n/a||n/a||n/a||n/a||649||0.1%|
|Information and Referral - Related to Protective Services||n/a||n/a||n/a||n/a||n/a||285,505||38.2%|
|Information and Referral - Not Related to Protective Services||n/a||n/a||n/a||n/a||n/a||49,963||6.7%|
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.
Source of Reports of Alleged Abuse/Neglect Calls by Program Area
Fiscal Year 2010
FY 10: CPS
|CPS - Source of Report||Number||Percent|
|Child Care Facility||2,043||0.8%|
FY 10: APS In-Home
|APS In-Home Source of Report||Number||Percent|
|Institutional Personnel MHMR||14,139||13.7%|
FY 09: APS Facility
|APS Facility - Source of Report||Number||Percent|
|Institutional Personnel MHMR||3,772||35.8%|
FY 10: CCL
|CCL - Source of Report||Number||Percent|
|Child Care Facility||642||18.4%|
FY 10: RCCL
|RCCL - Source of Report||Number||Percent|
|Child Care Facility||34||0.9%|
Note: Not all reports are assigned for investigation.