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1200 SWI Contact Information

1210 SWI Main Number

SWI Policy and Procedures September 2014

The primary phone number for reporting abuse, neglect, and exploitation to SWI is 1 (800) 252-5400. The number is publicly available to callers nationwide.

1220 Alternative Phone Lines to Contact SWI

SWI Policy and Procedures September 2014

There are additional 1-800 numbers that can reach the call center in the same manner as the main line (1 (800) 252-5400). Details about these alternate phone lines are described in:

1221 Law Enforcement Line

1222 Designated Line for Reports to APS Facility Investigations

1223 Administrative Line

1221 Law Enforcement Line

SWI Policy and Procedures September 2014

Law enforcement officials are provided with a prioritized toll-free phone number.

This line was created specifically for law enforcement agencies to contact SWI. This number is not available to the general public. The line is answered by intake specialists.

1222 Designated Line for Reports to APS Facility Investigations

SWI Policy and Procedures September 2014

This abuse, neglect, and exploitation reporting hotline is used primarily by persons who work for, reside at, or participate in one or more of the following programs providing services to individuals with mental illnesses, intellectual disabilities, or pervasive developmental disorders:

  •  state supported living centers

  •  state hospitals

  •  state centers

  •  community centers (For a description of community centers see APS Provider Investigations Handbook 1311.3 Community Centers)

  •  Home and Community-Based Services (HCS), and Texas Home Living Waiver (TxHmL) Programs.

  •  Local Authorities for Mental Health and Intellectual Disabilities and Contracted Services (contracted services include adult foster care, day habilitation; and vocational services)

  •  Intermediate Care Facility Serving Individuals With an Intellectual Disability or Related Condition (ICF/IID)

This number (1-800-647-7418) is posted at these facilities, and is available to the public. The line is answered by intake specialists.

See 7100 APS Provider Investigations (APS PI) Jurisdiction.

In the APS Provider Investigations Handbook see:

2200 Statewide Intake Procedures

Appendix II: Jurisdictions

1223 Administrative Line

SWI Policy and Procedures September 2014

The administrative line is used by DFPS staff for administrative purposes. The calls are usually answered by SWI support staff. This number is not available to the general public.

If a DFPS staff person calls to give an intake report, the SWI support staff asks the staff person to report online. See 1230 Web Site for Online Reporting.

If the DFPS staff person insists on reporting by phone, or if a caller to the administrative line is not a DFPS staff person but wants to make a report, SWI support staff:

  •  explains that the call is being forwarded to the appropriate queue and that this may result in a delay; and

  •  transfers the call to the English queue, where the caller can choose among the options offered.

1230 Web Site for Online Reporting

SWI Policy and Procedures September 2014

No Emergency Response Required

Reporters are encouraged to use the Texas Abuse Hotline Website to report suspected situations of abuse, neglect, or exploitation to DFPS. This website is only for reporting situations that do not require an emergency response.

See the Texas Abuse Hotline Website.

Emergency Response Required

The reporter should contact local law enforcement or 911 in the event of a life threatening or emergency situations in which one of the following faces an immediate risk of abuse or neglect that could result in death or serious harm:

  •  a child;

  •  an adult with disabilities; or

  •  a person who is over the age of 65,.

1240 Mailing Address

SWI Policy and Procedures May 2015

Mailing Address for Statewide Intake

DFPS, Mail Code 019-3

P.O. Box 149030

Austin, TX 78714-9030

When a reporter requests an address for SWI, the mailing address is provided.

1250 International and Collect Calls

SWI Policy and Procedures September 2014

International Calls

Supervisory approval is required before making international calls.

International calls involving an intake can be made from the telephone in the office of the assistant commissioner for SWI.

Collect Calls

SWI does not accept collect calls. Callers can use the toll-free primary phone number for reporting abuse, neglect, and exploitation to SWI.

1260 Call Recording

SWI Policy and Procedures September 2014

All calls to the hotline are recorded. All recorded calls are stored for at least one year using a call recording system in order to preserve them as evidence in accordance with state law. Recorded calls are accessed through a designated application that is accessible to SWI leadership, intake supervisors, and SWI Program Improvement. Recordings are made available to intake and support staff when necessary for training purposes and performance review.

Texas Family Code §261.310(d)(3)

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