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2180 Requests to Speak to DFPS Staff

2181 Reporter Requests to Speak to an Intake Specialist

SWI Policy and Procedures April 2010

When a reporter wants to talk with the intake specialist he or she spoke with on a previous call, the intake specialist who received the current call must first determine whether the call should be transferred to the original intake specialist.

2181.1 Calls That Should Not Be Transferred

SWI Policy and Procedures April 2010

In the following situations, the current intake specialist completes the call and processes the information accordingly. The following calls are not transferred to the previous intake specialist:

  •  If the original call came in on another day or the call is in closed status in IMPACT

  •  If the reporter was anonymous

  •  If the requested intake specialist is unavailable or unable to take the call

2181.2 Calls That Should Be Transferred

SWI Policy and Procedures April 2010

If the documentation and processing of the original call is not yet complete, the intake specialist currently speaking to the caller contacts the intake specialist being requested. If the requested intake specialist is available and accepts the call, the transfer is completed. A blind transfer to another SWI employee is not acceptable.

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