<<Previous Page

Next Page>>

3000 Processing Reports

3100 Entering Information Into IMPACT

SWI Policy and Procedures October 2015

For every contact received or made by SWI, an intake specialist enters a report into IMPACT.

This section describes the process for entering the following kinds of reports into IMPACT:

  •  Intakes

  •  Case-related special requests (CRSRs)

  •  Information and referrals (I&Rs)

See:

3110 Call Information Page

3140 Intake Actions Page

4800 Case-Related Special Requests

6810 Types of CRSR Reports for APS In-Home Cases

3600 Processing an Information and Referral (I&R)

3310 Internet Reports (E-Reports)

2000 Assessing Information Provided to SWI

3110 Call Information Page

3111 Completing the Call Information Page When a DFPS Employee Makes a Report

SWI Policy and Procedures October 2015

When a DFPS staff person makes a report, the intake specialist completes the Call Information page differently depending on the capacity in which the DFPS employee is reporting:

  •  as a professional,

  •  on behalf of someone else, or

  •  as a personal witness or participant.

See:

3111.1 When a DFPS Employee Makes a Report as a Professional

3111.2 When a DFPS Employee Makes a Report On Behalf of Someone Else

3111.3 When a DFPS Employee Makes a Report as a Personal Witness or Participant

3111.1 When a DFPS Employee Makes a Report as a Professional

SWI Policy and Procedures October 2015

If the DFPS staff person learned about the abuse or neglect while performing his or her professional duties, he or she is reporting as a professional.

For example, an APS in-home worker starts an investigation of an elderly woman living in extremely unsanitary conditions. The APS worker finds that a 4 year old is also living there, and that the 4 year old has not been reported to DFPS. The APS worker makes the report to Statewide Intake in a professional capacity.

Since IMPACT automatically fills the person list with all information documented in the Call Information section, the DFPS staff member’s information is automatically included on the person list. However, a DFPS employee must not be listed on the person list unless the intake or CRSR personally involves that employee, as either a principal (PRN) or a collateral (COL). When an employee is reporting in a professional capacity, the intake specialist does not click on the employee’s name on the person list in IMPACT. As a result:

  •  the employee’s information drops off the person list; and

  •  no one is designated as the reporter.

The intake specialist completes the sections of the Call Information page as follows:

In this area of the Call Information page:

The intake specialist:

Entry Section

Clicks the Worker ID check box.

Call Information Section

Enters the information for the DFPS reporter per usual procedure.

Person Notes Field

Documents that the information was reported to SWI by the DFPS employee, and enters the person’s job title, and basis of knowledge of the situation.

Caller Address Section

Enters the DFPS reporter’s professional address.

Caller Phone Section

Enters the DFPS reporter’s professional phone numbers.

Person List

Does not click on the DFPS reporter’s name. If it is not clicked, the DFPS employee’s name will drop off the person list.

If the intake specialist clicks the name by mistake, he or she manually deletes the name by:

  •  de-selecting the Reporter check box on the Person Detail page; and

  •  deleting the name of the DFPS staff person from the person list.

 

See 3113.3 Person Notes Field.

3111.2 When a DFPS Employee Makes a Report on Behalf of Someone Else

SWI Policy and Procedures October 2015

When the DFPS employee did not personally observe or hear about the abuse or neglect, but is calling to make a report on behalf of another member of the public who is unwilling or unable, the DFPS employee is not the true reporter.

For example, a day care employee sends an email to a CPS investigator with whom she has previously communicated. The email contains new allegations of abuse or neglect that require investigation. In order to expeditiously initiate the investigation, the CPS investigator calls SWI to make the report, rather than wait for the day care employee to do so. The information for the intake was all provided by the day care employee, and the CPS investigator has no personal knowledge of the situation. Therefore, the day care employee would be documented as the reporter.

The intake specialist completes the sections of the Call Information page as follows:

In this area of the Call Information page:

The intake specialist:

Entry Section

Does not click the Worker ID check box.

Call Information Section

Completes the name fields with the information for the person the DFPS employee is calling on behalf of. That person is the true reporter, not the DFPS employee.

Person Notes Field

Enters the full name of the DFPS employee who made the report, as well as the person’s job title and telephone number.

Caller Address Section

Enters the address of the person the DFPS employee is calling on behalf of, not the DFPS employee’s address.

Caller Phone Section

Enters the phone details of the person the DFPS employee is calling on behalf of.

Person List

Completes as normal. The DFPS employee should not appear in the person list.

3111.3 When a DFPS Employee Makes a Report as a Personal Witness or Participant

SWI Policy and Procedures October 2015

When the DFPS staff person is aware of the abuse or neglect through personal knowledge or observation, or because the DFPS staff person is somehow involved in the situation, the DFPS employee is considered to be the reporter and will be documented as such.

For example, a DFPS staff person discovers that an elderly neighbor who resides across the street is in need of home health care services to assist with her activities of daily living. The DFPS staff person is friends with the neighbor and has personal knowledge of the situation. The DFPS employee contacts SWI to make a report for APS.

The intake specialist completes the sections of the Call Information page as follows:

In this area of the Call Information page:

The intake specialist:

Entry Section

Clicks the Worker ID check box.

Call Information Section

Completes the section with the DFPS employee’s information, including selecting the reporter/DFPS employee’s relationship to the victim in the Rel/Int drop-down list.

Person Notes Field

Documents the DFPS employee’s job title and basis of knowledge of the situation.

Caller Address Section

Completes the section with the DFPS employee’s personal address information.

Caller Phone Section

Completes the section with the DFPS employee’s personal phone information.

Person List

Clicks on the employee’s name. Then:

  •  selects the reporter’s name on the person list to display the Call Person Detail page;

  •  selects the reporter’s type (principal or collateral source);

  •  selects the reporter’s role;

  •  selects the reporter’s Relationship/Interest to the oldest victim (OV) or client (CL); and

  •  performs a person search on the reporter.

If the person search results in a positive match, the intake specialist:

  •  does not relate to the Employee Person ID,

  •  does relate to Person ID matches in which the reporter is a PRN or COL in a case.

If it becomes evident during the interview that the DFPS employee is a possible principal or a family member of either the victim or the perpetrator, the intake specialist immediately staffs the call (that is, consults with a supervisor) to determine if it is a sensitive report.

See:

2540 Sensitive Reports Involving a SWI Employee

If it becomes evident during the interview that the DFPS staff person is an SWI employee making a report in which he or she would be a principal or a family member, then the intake specialist immediately staffs the call so that a SWI program administrator (PA) or the assistant commissioner for SWI can complete the interview.

See 2540 Sensitive Reports Involving a SWI Employee.

3112 Entry Section

SWI Policy and Procedures October 2015

This item explains how to enter information received at SWI into the Entry section of the Call Information page in IMPACT.

Phone Icon

To start a report in IMPACT, the intake specialist clicks the phone icon.

Date and Time Fields

After the phone icon is clicked, the Date and Time fields next to the icon automatically pre-fill with the current date and time.

The intake specialist changes (backdates) the date and time only when:

  •  field staff call in an intake that was received at the local office and a local staff person has already initiated an investigation;

  •  field staff request that an intake report be re-entered with the original report’s date and time (see 3170 Re-Entering a Report in IMPACT (Re-Entry); or

  •  SWI staff enter into IMPACT a report that was completed during a downtime event. See IMPACT Downtime Procedures.

Radio Buttons

The intake specialist selects the appropriate radio button to record how information is received at SWI.

Phone: The default button is Phone.

Mail/Fax: The intake specialist clicks this button when the reporter provides the information to SWI by mail or fax.

Walk-in: The intake specialist clicks this button when the reporter provides the information in person. This button is rarely used at SWI.

Internet: The intake specialist clicks this button when the reporter provides the information through the DFPS internet reporting website.

Data Match: The intake specialist clicks this button only if he or she is assigned to the Data Match Project.

Check Boxes

Worker ID: The intake specialist clicks the Worker ID check box when the reporter is a DFPS staff person.

See:

3111.1 When a DFPS Employee Makes a Report as a Professional

3111.3 When a DFPS Employee Makes a Report as a Personal Witness or Participant

3113.3 Person Notes Field

Re-entry: The intake specialist clicks the Re-Entry check box when re-entering a report. The intake specialist also selects the reason for the re-entry from the Reason for Re-Entry drop-down list. See 3170 Re-Entering a Report in IMPACT (Re-Entry).

3113 Call Information Section

SWI Policy and Procedures October 2015

To enter in IMPACT information that is received from a person reporting abuse or neglect, the intake specialist:

  •  documents the reporter’s full name; and

  •  selects the appropriate relationship or interest code from the drop-down list using the following guidelines:

  •  For reports related to CPS or CCL – The intake specialist selects the reporter’s relationship or interest (Rel/Int) type to the oldest victim.

  •  For reports related to APS In-Home or APS Provider Investigations (previously Facility Investigations) – The intake specialist selects the reporter’s relationship or interest (Rel/Int) type to the client.

  •  For an information and referral (I&R) – The intake specialist selects the reporter’s relationship or interest (Rel/Int) type to the person of concern.

3113.1 Documenting the Anonymous Reporter

SWI Policy and Procedures October 2015

If the anonymous reporter inadvertently provides his or her name, the reporter is no longer considered to be anonymous.

If a reporter remains anonymous, the intake specialist:

  •  selects anonymous (AN) as the reporter’s relationship or interest type (Rel/Int);

  •  documents the gender of the reporter, if known; and

  •  asks the anonymous reporter to provide at least the county from which he or she is calling.

If the anonymous reporter identifies his or her relationship to the family or client, the intake specialist documents that information in the reporter’s Person Notes.

See:

2130.1 Anonymous Reporters

1120 Anonymity, Confidentiality, Immunity, and Good Faith

3113.2 Related Calls Field

SWI Policy and Procedures October 2015

When the intake specialist creates an additional related report (known as a companion case) using the New Using function in IMPACT, the Call ID numbers for the additional report(s) automatically pre-fill in this section.

See:

3160 Contacts Resulting in More Than One Report

3161 New Using Function

3113.3 Person Notes Field

SWI Policy and Procedures October 2015

The Call Information page in IMPACT contains a Person Notes field. The intake specialist documents in that field how, when, and from whom the reporter learned about the allegations of abuse or neglect. This information is known as the reporter’s basis of knowledge.

I&Rs

If the report is an Information and Referral (I&R), the intake specialist documents the reporter’s basis of knowledge in the Person Notes field of the Call Information page.

Intakes or CRSRs

If the report is an intake or a CRSR, the intake specialist documents the reporter’s basis of knowledge and any other pertinent information about the reporter, in either:

  •  the Person Notes field on the Call Information page; or

  •  the Person Notes field on the reporter’s Call Person Detail page.

The information does not have to be documented in both person notes fields.

Questionable Intent

If an intake specialist has concerns about a reporter’s intent (that is, if the reporter gives contradictory information or makes derogatory statements), the intake specialist documents in the reporter’s Person Notes field what the reporter said that caused the intake specialist to have concerns.

The intake specialist does not document his or her opinion; the intake specialist only documents facts.

Supporting Materials and Documentation

If the reporter indicates that there are supporting materials or documentation that he or she would like to provide to the investigator (such as Internet links, pictures, emails, videos, letters, social media posts, and so on), this information is documented in the reporter’s Person Notes.

3113.4 Disaster Relief Drop-Down List

SWI Policy and Procedures October 2015

The Disaster Relief drop-down list is used by the intake specialist under very specific circumstances to reflect a variety of events that may occur in conjunction with the information being documented. These options are updated as events resolve and new ones occur. These options include:

  •  Child Safety Check Alert List (CSCAL)

  •  Unaccompanied Child Crossing Border (Unnaccp Child Xing Border)

  •  Other situations or timely events that are added and removed once the event is over.

The intake specialist selects from the drop-down list the option (if any) that is pertinent to the information being reported.

See:

4413 Child Safety Check Alert List (CSCAL)

4621 Tracking Reports Involving Unaccompanied Alien Children

3114 Caller Address Section

SWI Policy and Procedures October 2015

The intake specialist:

  •  enters the reporter’s address in the Caller Address section of IMPACT; and

  •  validates the address while the caller is still on the phone, so that the address can be corrected if it does not validate.

Address Type

The intake specialist selects the appropriate address type from the options in the drop-down list.

Note: School - Address Type

If the reporter is a school employee, the intake specialist selects Business as the Address Type, not School. School is selected only when entering the address for the school that the child attends.

3115 Caller Phone Section

SWI Policy and Procedures October 2015

In the Phone section of IMPACT, in the Phone and Ext (extension) fields, the intake specialist types the reporter’s:

  •  area code;

  •  phone number; and

  •  extension, if any.

Phone Type

The intake specialist selects the appropriate phone type from the drop-down list.

Note: School - Phone Type

If the reporter is a school employee, the intake specialist selects Business as the Phone Type, not School. School is selected when entering the telephone number of the school that the child attends.

Secondary Phone

It is important for intake specialists to obtain an alternate phone number for a reporter.

When an alternate telephone number is provided, the intake specialist enters the number in the Secondary Phone field on the Call Information page.

The intake specialist selects the appropriate phone type from the drop-down list of options.

3116 In RE Section

SWI Policy and Procedures October 2015

The intake specialist uses the In RE section to document the first and last name of the person or agency to which the reporter is referring.

Intakes and Case-Related Special Requests

The In RE field should match the case name. Initials are not included. The intake specialist verifies that the spelling matches the exact spelling of the case name. If the case name is unknown, then the In RE field is left blank.

The appropriate case name may be different for different program areas.

See:

4910 CPS In Re and Case Name

5352 DCL Case Name

5462 RCCL Case Name

6911 APS In-Home Case Name

7710 Completing the In Regards To and Case Name Fields for Cases Related to APS Provider Investigations

If the relate process changes the spelling of the name of the person who is selected as the case name, the In RE entry must be changed to match the case name.

Information and Referrals (I&Rs)

The intake specialist completes the In RE field on I&Rs whenever possible. This is helpful to anyone who is trying to locate the I&R or related I&Rs on a particular person or family through a call log search.

If the I&R …

then the intake specialist...

is sent to the field and involves an open case,...

verifies that the name entered in the In RE field matches the case name of the open case.

is sent to Child Care Licensing (standards violations),...

enters in the In RE field the name of the facility or provider (for example, Bair Foundation or Little Darlings’ Day Care).

is sent to another state agency or to law enforcement,...

enters in the In RE field the name of the person of concern.

is closed by SWI,...

enters in the In RE field the name of the person of concern.

relates to children and families,...

enters in the In RE field the custodial caregiver’s name.

If the custodial caregiver’s name is not known, it is acceptable to enter the name of a child or other known family member in the In RE field.

relates to adults,...

enters in the In RE field the name of the adult.

3117 Call Type Section

SWI Policy and Procedures October 2015

The intake specialist completes the Call Type section in IMPACT only when processing:

  •  special requests;

  •  case-related special requests (CRSR); and

  •  information and referrals (I&Rs).

See:

2321 Special Request (Administrative)

2322 Case-Related Special Requests

2323 Information & Referrals

3117.1 Program Type Drop-Down List

SWI Policy and Procedures October 2015

The intake specialist selects the appropriate program from the Program Type drop-down list in IMPACT, only when processing:

  •  special requests; and

  •  case-related special requests (CRSRs).

See:

2321 Special Request (Administrative)

2322 Case-Related Special Requests

3710 Processing Case-Related Special Requests (CRSR)

4810 Types of Case-Related Special Requests (CRSRs) Entered by SWI

4820 Changing a Case-Related Special Request (CRSR) or Information and Referral (I&R) to an Intake

6810 Types of CRSR Reports for APS In-Home Cases

3117.2 Special Request Type Drop-Down List

SWI Policy and Procedures October 2015

The intake specialist selects the appropriate special request type from the Special Request Type drop-down list, only when processing:

  •  special requests; and

  •  case-related special requests (CRSRs).

See:

2321 Special Request (Administrative)

2322 Case-Related Special Requests

3117.3 I&R Type Drop-Down List

SWI Policy and Procedures October 2015

The intake specialist selects the appropriate Information and Referral (I&R) type from the drop-down list.

See 2323 Information & Referrals.

3118 Person Section

SWI Policy and Procedures October 2015

The intake specialist completes the Person section of the Call Information page in IMPACT when processing:

  •  intakes related to abuse, neglect, or exploitation; or

  •  case-related special requests (CRSRs).

See:

2310 Intake

2322 Case-Related Special Requests

3118.1 Person List

SWI Policy and Procedures October 2015

The intake specialist uses the person list in the Person section of the Call Information page in IMPACT to view or add persons associated with an intake or a case-related special request (CRSR).

IMPACT automatically fills the person list and Call Person Detail pages with the information entered into the reporter’s Call Information section.

On this person’s Call Person Detail page, the reporter box directly below the Type box is automatically checked and grayed out.

3118.11 Entering the Reporter’s Details

SWI Policy and Procedures October 2015

If the reporter is not a DFPS employee, the intake specialist:

  •  clicks the reporter’s name on the person list to display the Call Person Detail page

  •  selects the reporter’s type (principal or collateral source);

  •  selects the reporter’s role; and

  •  selects the reporter’s Relationship/Interest to the oldest victim (OV) or client (CL).

For details on the information required in the Person Notes field, see 3123.1 Person Notes Field (Call Person Detail Page).

If the reporter is a DFPS employee, see:

3111.1 When a DFPS Employee Makes a Report as a Professional

3111.2 When a DFPS Employee Makes a Report on Behalf of Someone Else

3111.3 When a DFPS Employee Makes a Report as a Personal Witness or Participant

3118.12 Completing the Call Person Detail Page When a Principal or Collateral is a DFPS Employee, Volunteer, or Intern, or a Relative of a DFPS Employee, Volunteer, or Intern

SWI Policy and Procedures May 2016

If the principal or collateral is a DFPS employee, volunteer, or intern, or a relative of a DFPS employee, volunteer, or intern, the intake specialist completes the areas of the Call Person Detail page for the employee or relative as follows:

In this area of the Call Person Detail page:

The intake specialist:

Address Section

Enters address as provided by the reporter, including selecting the address type in the drop-down list.

Phone Section

Enters the phone as provided by the reporter, including selecting the phone type in the drop-down list.

Demographics Section

Selects from the appropriate drop-down list:

  •  whether the person is a principal (PRN) or collateral (COL);

  •  the person’s role; and

  •  the person’s relationship and interest (Rel/INT) to the oldest victim (OV) or client (CL).

Then enters any other provided details in the appropriate fields (age, dob, marital status, gender, SSN, and language).

Person Notes Field

  •  Enters the office location or address (if this was not provided as the address for the person).

  •  Documents any employee PID found in IMPACT.

Person searches are completed on all principals, but no new person identification numbers (PIDs) are related to any PIDs of DFPS employees, volunteers, or interns who are identified by a blue diamond next to his or her name in the Person Search Results list.

Reports with a principal or collateral who is a DFPS employee, volunteer, intern, or relative of a DFPS employee, volunteer, or intern are designated as sensitive.

See 3410 Documenting a Sensitive Report

3119 Facility Section

SWI Policy and Procedures October 2015

The Facility section is completed only for APS Provider Investigations (previously APS Facility Investigations), DCL, and RCCL intakes. A resource search is performed and the facility found is entered from the resource database. This ensures that facility names are entered consistently, and that complete address and phone information appears on the Facility Detail page.

See:

3211 Performing a Resource or Facility Search

3222 Using a Second Browser Window for Searches

No Match Found

If the facility is not found in IMPACT, the intake specialist manually enters the facility information that was provided by the reporter.

If no match is found, the back button is not used. The intake specialist instead clicks the Call Information tab at the top of the page, to ensure that IMPACT registers that a search was performed.

Manual Entry: Ensure the Correct County Is in the Facility Section

When manually entering a facility, the intake specialist must select the correct county for the address, and double-check the county before saving and assigning the intake.

CCL intakes are assigned based on the information in the Facility section, not the Person Detail. Even if the county is correct in the Person Detail, the case will be routed incorrectly if the county is incorrect in the Facility section. Thus, a change of county may be required prior to assignment.

See 5464 RCCL Assignment and Call Out

Saving the Facility Information

The facility information saves to the intake once the Intake Actions page is selected or a Save button is clicked by the intake specialist.

See:

5351 Facility Section for DCL Reports

5461 Facility Section for RCCL Reports

7730 Using the Resource Section in IMPACT for Reports Related to APS Provider Investigations

 

<<Previous Page

Next Page>>