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2140 Reporters With More Than One Intake

SWI Policy and Procedures July 2014

When a reporter is calling in multiple reports, it is never appropriate to transfer the reporter back to the queue.

If an intake specialist needs help generating multiple intakes, he or she contacts a supervisor using instant messaging by sending a request for help to the Supervisor Floor Support Group conference.

The responding supervisor locates an available intake specialist to complete the remaining reports. The supervisor informs the requesting intake specialist of the name and direct extension of the intake specialist who will be assisting, so the call can be transferred directly to the new intake specialist. This ensures that the reporter will not have to wait on hold again to complete their call.

In general intake specialists are expected to complete multiple reports generated from one call. However, there are circumstances that may warrant a request for assistance. Some examples would be:

  •  The first report involves a life threatening situation that requires immediate call out. (Not all P1s require immediate call out.)

  •  The first report resulted in triple intakes.

  •  The first report resulted in a complicated intake that requires immediate effort in order to organize the details.

  •  The local office is standing by to receive the first intake.

  •  The first call was an AFC intake, which requires immediate processing and notification.

  •  An intake specialist with less than one year tenure receives a call that results in multiple reports.

  •  One call results in more than three unrelated reports.

2150 Determining Single or Multiple Reporters

SWI Policy and Procedures April 2010

There are often situations where more than one person is involved with the initial contact. The following provides guidelines for determining who the reporter is, and whether more than one person should be identified as a reporter in the Type field of the Person Detail page.

 

Type

Example

Result

Two Reporters

Two individuals identify themselves and provide information concerning an abuse or neglect situation.

The intake specialist enters both people as reporters.

Two Reporters

On correspondence mailed or faxed to SWI, one reporter is named in the actual form, but another staff’s statement describing the child's injuries has been attached to the report.

If both names are provided, the intake specialist enters both people as reporters.

One Reporter

Two people call in an intake but one reporter chooses to remain anonymous.

The intake specialist does not enter the anonymous reporter as a separate reporter. The only reporter is the identified person. The intake specialist documents in the reporter Person Notes that a second person chose to be anonymous.

One Reporter

A nurse calls in an intake for the doctor, and the nurse asks that an intake specialist enter both the nurse and doctor as reporters to satisfy the doctor's reporting responsibility.

If the intake specialist did not speak with the doctor, the only reporter is the nurse. The doctor is listed as a collateral (additional contact). See 3118.1 Person List.

One Reporter

A retired former APS supervisor calls in an intake on information he or she received from someone else.

The only reporter is the person the intake specialist spoke with, the retired APS supervisor. The person the reporter received the information from is listed as a collateral.

One Reporter

Someone in the community makes a report to a current DFPS staff person who then makes a report to SWI.

The reporter is the person who told the DFPS staff person the information. For documenting instructions see 3111 Completing the Call Information Page When a DFPS Employee Makes a Report.

One Reporter

A current DFPS staff person makes a report that he or she witnessed.

The DFPS staff person is the reporter. For documenting instructions see 3111 Completing the Call Information Page When a DFPS Employee Makes a Report.

One Reporter

Law Enforcement reports a situation involving information reported by someone in the community or a situation that the officer has witnessed.

The law enforcement officer is the reporter. The person who told the officer about the abuse or neglect is listed as a principal or collateral depending on his or her role in the situation.

One Reporter

The reporter does not know the answer to the questions so asks a person in the background then tells the intake specialist the answers.

The only reporter is the person that the intake specialist spoke with on the phone.

Exception: If the person in the background is unable to communicate directly with the intake specialist and the only reason the person on the phone is present is to facilitate the question and answer interview.

The reporter would then be the person in the background whose intent was to be the reporter (example: TX Relay, language barrier). The intake specialist documents in the Person Notes why the reporter is different from the person on the phone.

One Reporter

School personnel reports by phone that he or she wants to report for “all of them,” meaning the teacher, principal, nurse, and whoever else has been involved in the situation at school, because the others did not have time or could not make the call.

The only reporter is the person the intake specialist spoke with on the phone. The other school personnel are listed as collaterals.

2160 Chronic, Inappropriate, and Suicidal Callers

2161 Chronic Callers

SWI Policy and Procedures July 2015

Chronic callers are alleged victims who have been determined by APS In-Home staff to have established a pattern of self-reporting allegations of abuse, neglect, or financial exploitation about themselves that are frivolous or patently without a factual basis. Persons identified by APS staff as having met the criteria to be identified as a chronic caller are placed on the Chronic Caller List with specific instructions as to how subsequent reports from these individuals should be handled.

SWI Program Improvement (PI) staff maintain the Chronic Caller List and process all requests from APS In-Home staff for both placement on or removal from the list. Only APS In-Home staff may request that a person be placed on the list. Specific procedures outlined in the APS In-Home program handbook must be followed for an individual to be placed on the Chronic Caller List.

See:

6700 Allegations Made by an APS In-Home Client That Are Frivolous or Patently Without a Factual Basis (Chronic Callers)

APS In-Home Investigations Handbook 1390 Allegations Involving Chronic Callers

2162 Offensive or Inappropriate Callers

SWI Policy and Procedures August 2013

At times a reporter may become inappropriate or obscene when sharing information with the intake specialist. The intake specialist meets this behavior with a professional response which redirects the reporter back to relating details as they pertain to abuse, neglect, or exploitation.

If the redirection is not effective and the reporter continues to use excessive inappropriate language or describe obscene actions, the intake specialist should respond in a manner similar to this example:

      “Sir/Ma’am, I am trying to assist you, but will be unable to continue this call if you continue to use inappropriate language. Please know this call is being recorded.”

A response can be tailored to the specific situation that is occurring. If the reporter does not respond, the intake specialist should disconnect the call in a manner similar to this example:

      “Sir/Ma’am, because of your continued use of inappropriate language, I am disconnecting this call.”

If the call is disconnected because of the reporter’s inappropriateness, document the reason for the disconnection in the reporter’s Person Notes.

Any information provided by the reporter is assessed for allegations of abuse or neglect and processed accordingly.

2163 Suicidal Callers

SWI Policy and Procedures September 2015

If a caller appears to be suicidal, the caller’s immediate safety is the first concern. Determining whether the call meets guidelines for an intake is secondary.

The intake specialist never refers a suicidal caller to the mental health division of DSHS or DADS, or any other agency or hotline, without further assessment of the caller’s condition. The caller may not make that subsequent call.

The intake specialist always assesses the suicidal caller’s current status and takes any actions needed to ensure the caller’s safety, including calling law enforcement for a welfare check, if needed.

The actions below are taken while the caller is on the phone:

  •  The intake specialist keeps the caller engaged in conversation and never puts the caller on hold or transfers the call.

  •  The intake specialist copies the phone number listed on the phone display (Caller ID function). If no phone number is displayed, the intake specialist attempts to obtain the phone number from the caller. The intake specialist also attempts to obtain the caller’s name and a current location.

  •  The intake specialist sends an instant message (IM) to the supervisor group to request assistance. If supervisory assistance is not provided quickly, the intake specialist contacts any available staff member by IM to ask for assistance in handling a suicidal caller.

  •  While the supervisor or other staff member contacts law enforcement and requests a welfare check, the intake specialist remains on the phone with the caller until law enforcement arrives at the caller’s location.

  •  Once the intake specialist has confirmed that law enforcement has made contact with the caller, the intake specialist can end the call.

  •  If the only issue presented was the reporter’s emotional state (suicidal), the information is documented in the appropriate I&R type. If other issues were reported, the specialist assesses the information to determine the appropriate program, allegations, and priority. The report is processed according to standard procedures.

For instructions for handling suicidal threats from callers residing in a state hospital, state supported living center, or the Rio Grande State Center, see 7550 Suicidal Callers Residing in Certain Facilities.

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