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3000 Processing Reports

3100 Entering Information Into IMPACT

SWI Policy and Procedures March 2018

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 Beginning a Report

3140 Intake Actions Page

3110 Beginning a Report

SWI Policy and Procedures March 2018

To start a report in IMPACT, the intake specialist clicks one of the following buttons under the My Workload tab on the Landing Page:

  •   Start Report, for a phone report

  •   Get E-Report, to process an E-report

  •   Get Mail/Fax, to process correspondence received by mail or fax

Alternatively, the intake specialist may click the first level Intake tab, and then click the green start button to start a phone report.

3120 Report Information Page

SWI Policy and Procedures March 2018

The Report Information page contains the following sections:

  •   Entry

  •   Person

  •   Resource

The intake specialist completes all the appropriate fields on the Report Information page in IMPACT when processing reports.

3121 Entry Section

SWI Policy and Procedures March 2018

The Entry section contains the following sections:

  •   Intake Information

  •   Reporter Information

  •   Reporter Address

  •   Reporter Contact Information

3121.1 Intake Information Section

SWI Policy and Procedures March 2018

When the Start Report, Get E-report, or Get Mail/Fax button is selected, a new report is opened in IMPACT. In the Intake Information section of a report, the Type drop-down list auto-fills depending upon the source of the report. The Type options are:

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

Internet: This option will auto-fill if the intake specialist has clicked the Get E-Report button.

Mail/Fax: This option will auto-fill if the intake specialist has clicked the Get Mail/Fax button.

Phone: This option will auto-fill if the intake specialist has clicked the Start Report button.

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

Date and Time Fields

After the Start Report, Get E-Report or Get Mail/Fax button is clicked, the Date and Time fields below the Type list auto-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 a 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.

Re-Entry Checkbox and Re-Entry Reason Drop-Down List

The intake specialist clicks the Re-Entry checkbox only 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).

3121.2 Reporter Information Section

SWI Policy and Procedures March 2018

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

1. Documents the reporter’s full name.

2. Selects the appropriate relationship or interest code from the Rel/Int 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 as it pertains to the oldest victim.

  •   For reports related to APS In-Home or APS Provider 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 as it pertains to the person of concern.

3121.21 Related Reports Field

SWI Policy and Procedures March 2018

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

See:

3160 Contacts Resulting in More Than One Report

3161 New Using Feature

3121.22 Reporter Person Notes Field

SWI Policy and Procedures March 2018

The Report Information page in IMPACT contains a Reporter Person Notes field to record the reporter’s person notes. 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.

  •   Who They Are—for a professional reporter, the intake specialist documents the person's employer, position title, and work schedule. Also, the intake specialist explains unclear or vague relationships.

  •   How They Know—how, when, and from whom the reporter learned the information that he or she is reporting.

The information that is entered into this field automatically copies to the Person Notes on the reporter's Person Detail page. Conversely, the person notes that are entered into the reporter's Person Detail page are automatically duplicated in the Reporter’s Person Notes field in the Report Entry section.

Reporter person notes are not required when the reporter is the victim or when the Rel/Int code of the reporter makes the basis of knowledge self-explanatory.

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), the intake specialist documents the existence and availability of this information in the reporter’s Person Notes.

3121.23 Disaster Relief Drop-Down List

SWI Policy and Procedures March 2018

The Disaster Relief drop-down list is used by the intake specialist under 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)

4415 CSCAL Match Reported by Law Enforcement

4621 Tracking Reports Involving Unaccompanied Alien Children

3121.3 Reporter Address Section

SWI Policy and Procedures March 2018

The intake specialist:

1.  Enters the reporter’s address in the Reporter Address section of IMPACT.

When entering the address, IMPACT may prompt selectable address options; however,the selection of an option is not required.

2.  Validates the address (even if selected from the list of options presented by IMPACT) while the reporter 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.

3121.4 Reporter Contact Information Section

SWI Policy and Procedures March 2018

In the Reporter Contact Information section of IMPACT, the intake specialist documents 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 Reporter Contact Information section.

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

Email Address

Requesting an email address is not required; however, if the reporter provides an email address, the intake specialist enters it in the Email field. If the reporter wants the Report ID number to be emailed to him or her the intake specialist checks the Send Email checkbox. The email only contains the Report ID number, no other details about the report.

In situations where the reporter is unable to record the Report ID number, the intake specialist offers to provide it via email, documents the email address, and checks the checkbox.

3121.5 Anonymous and DFPS Employee Reporters

SWI Policy and Procedures March 2018

When a reporter wants to remain anonymous, the intake specialist completes the Report Information page differently.

When a DFPS staff person makes a report, the intake specialist also completes the Report 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:

2131 Anonymous Reporters

1120 Anonymity, Confidentiality, Immunity, and Good Faith

3121.52 DFPS Employees Reporting in a Professional Capacity

3121.53 DFPS Employees Reporting on Behalf of Someone Else

3121.54 DFPS Employees Reporting as a Personal Witness or Participant

3121.51 Anonymous Reporters

SWI Policy and Procedures March 2018

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

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.

3121.52 DFPS Employees Reporting in a Professional Capacity

SWI Policy and Procedures March 2018

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 and the Rel/Int code of FPS staff is selected.

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

As a result of selecting the FPS staff Rel/Int code:

  •   the employee does not appear on the Person List; and

  •   no one is designated as the reporter on the Person List.

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

In this area of the Report Information page:

The intake specialist:

Reporter Information Section

  •   Enters the name of the DFPS staff person who is making the report and chooses “FPS Staff” from the Rel/Int drop-down list.

  •   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.

See 3121.22 Reporter Person Notes Field.

3121.53 DFPS Employees Reporting on Behalf of Someone Else

SWI Policy and Procedures March 2018

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 Report Information page as follows:

In this area of the Report Information page:

The intake specialist:

Reporter Information Section

Enters the name of the person the DFPS employee is calling on behalf of, and chooses the Rel/Int code that best describes this person's relationship. That person is the true reporter, not the DFPS employee.

Enters in the Reporter Person Notes Field the full name, job title, and telephone number of the DFPS employee who made the report, including the basis of knowledge of the DFPS employee and the person being listed as the reporter.

Reporter Address Section

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

Reporter Contact Information 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.

3121.54 DFPS Employees Reporting as a Personal Witness or Participant

SWI Policy and Procedures March 2018

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 Report Information page as follows:

In this area of the Report Information page:

The intake specialist:

Report Information Section

Enters the name of the DFPS employee and chooses the DFPS employee’s relationship to the victim in the Rel/Int drop-down list.

Documents the DFPS employee’s job title and basis of knowledge of the situation in the Reporter Person Notes field.

Reporter Address Section

Enters the address provided by the DFPS employee.

Reporter Contact Information Section

Enters the phone number provided by the DFPS employee.

Person List

Clicks on the employee’s name. Then:

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

  •   selects the reporter’s role;

  •   selects the reporter’s Relationship or 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 must staff the call (that is, consult with a supervisor) to determine if it is a sensitive report.

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 2440 Sensitive Reports Involving a SWI Employee.

3122 Report Type Section

SWI Policy and Procedures March 2018

The intake specialist completes the specific components of the Report Type section in IMPACT based on what type of report is being processed.

3122.1 Special Request Program and Type Drop-Down Lists

SWI Policy and Procedures March 2018

The intake specialist selects the appropriate DFPS program from the Special Rqst Program drop-down list and the associated Special Rqst Type from that drop-down list when processing special requests and case-related special requests (CRSRs).

See:

2221 Case-Related Special Requests for CPS and APS

3710 Processing Case-Related Special Requests (CRSR)

4810 Types of Casework-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

3122.2 I&R Type Drop-Down List

SWI Policy and Procedures March 2018

If an I&R has been assessed the intake specialist selects the appropriate Information and Referral (I&R) type from the drop-down list.

3122.3 Classification Drop-Down List

SWI Policy and Procedures March 2018

The intake specialist selects the appropriate classification (report type) from the drop-down list; either a DFPS program, I&R, or CRSR. If a Special Request Type or I&R type has previously been selected, the Classification field auto-fills with the appropriate report type.

3122.4 Case Name Drop-Down List

SWI Policy and Procedures March 2018

The Case Name cannot be selected until the Person List has been completed or a Resource (if pertinent to the report type) has been chosen. Once either action has been completed, the intake specialist selects the appropriate Case Name from the options presented in the drop-down list. For I&R reports, Case Names are not used and the field is grayed out.

3122.5 County Drop-Down List

SWI Policy and Procedures March 2018

The County drop-down list indicates which county an intake or CRSR is assigned. The County drop-down list auto-fills with the county associated with the Case Name, after a Case Name is chosen.

If a change of county is needed, the intake specialist selects the appropriate county from the drop-down list after the Case Name has been chosen.

3123 In Regards To Field

SWI Policy and Procedures March 2018

For intakes and CRSRs, the In Regards To section auto-fills based on the name selected as the Case Name in the previous section. If the Case Name is not chosen, the In Regards To field remains blank.

In order to determine who or what the case name should be, see:

4910 CPS In Regards To 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

Information and Referrals (I&Rs)

The intake specialist completes the In Regards To field in 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 Regards To field matches the Case Name of the open case.

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

enters in the In Regards To 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 Regards To field the name of the person of concern.

relates to children and families,...

enters in the In Regards To 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 Regards To field.

relates to adults,...

enters in the In Regards To field the name of the adult.

3124 Person Section

SWI Policy and Procedures March 2018

The Person section on the Report Information page is used to document and review all pertinent persons in a report; both Principals and Collaterals. These entries are also referred to as the Person List. The list is comprised of a Report Person Detail page for each person entered on the Person List.

Intake specialists complete the Person section for all intakes and CRSRs. For I&Rs, it is not mandatory to complete a person list, however some I&Rs require that persons be searched and names documented in the reports. This documentation can be done in either the Person List or General Information section of the Narrative:

See:

2210 Intake

3710 Processing Case-Related Special Requests (CRSR)

I&R and CRSR Types and Requirements

Intake specialists use this section to:

  •   add a new person to the list, creating a Report Person Detail page for that person;

  •   view information about a person on the list;

  •   edit existing entries;

  •   delete a person from the list;

  •   view the results of a person search for a selected person on the list; and

  •   unrelate a person that was previously related.

Reporter

Persons identified in the Reporter Information section with the Rel/Int type of FPS Staff do not appear on the Person List. The person who has been documented as the reporter in the Reporter Information section is automatically identified with a pound (#) sign next his or her name on the Person List. On the Report Person Detail page, in the Demographics section, the Reporter checkbox, is automatically checked.

If there are other persons who fill the reporter role, the intake specialist indicates this manually marking the Reporter checkbox on the Report Person Detail page.

3125 Report Person Detail Page

SWI Policy and Procedures March 2018

The Report Person Detail page in IMPACT is used to enter the following information for each person on the Person List:

  •   Names;

  •   Addresses;

  •   Phone Numbers;

  •   Person Types;

  •   Person Roles;

  •   Relationship/Interests (Rel/Int);

  •   Demographics;

  •   Person Notes; and

  •   Race and Ethnicity.

3125.1 Entering Names

SWI Policy and Procedures March 2018

The intake specialist enters full legal names whenever possible in IMPACT.

If a person is known by more than one name, the intake specialist enters the additional names in the Name History section of the Report Person Detail page.

Entering Data in the Name Fields

The intake specialist enters spaces, hyphens, and apostrophes into the name fields in IMPACT if they are part of the person’s legal name.

Types of Characters

Incorrect

Correct

Instructions

Spaces in a name

Sanjuan

Latoya

Delarosa

San Juan

La Toya

De La Rosa

A space is entered within a name if the reporter indicates that there is a space in the person’s legal name. If the reporter is unsure, no spaces are used.

Special characters, such as hyphens or apostrophes

Barkerwhite

Lasonya

Barker-White.

La’Sonya.

There are no spaces before or after the apostrophe or hyphen.

The following are never entered into any name field in IMPACT.

Types of Characters

Incorrect

Correct

Instructions

Initials or nicknames

D. W.

Bubba

The legal name is entered.

If no legal name is known, the field is left blank and the initials or nickname is noted in the Person Notes.

If the initials or nickname are the person’s legal name, they are entered in the name field.

No other special characters are used unless they are part of the legal name as specified above.

Suffixes or titles

Dr.

Officer, Nurse

Mr., Mrs., Miss

Only the person’s actual name is entered. If a name is not provided, the name field is left blank.  For PRNs, the system generates a label of Unknown accompanied by a number to differentiate one unknown principal from another. For COLs, the system generates only a horizontal line

The suffix is documented in the Suffix field when applicable. The Person Notes are used to document the title if the Rel/Int code is not adequate.

Names of facilities, hospitals, resources, or buildings

Seton Medical Center

The person’s legal name is entered.

The name of the facility, building, or resource is documented in the Person Notes.

Person or role descriptors

Unknown Father

Unknown Mother

Baby boy/girl

Sister

Victim

Perpetrator

Anonymous

Nothing is entered in the name fields.

Any pertinent details are entered into the Person Notes, and the appropriate role from the Rel/Int code drop-down list is selected.

Reporter documented abbreviations

Fnu Lnu - this is a common law enforcement abbreviation for “first name unknown, last name unknown.”

The field is left blank.

Any available information about the person is documented in the Person Notes.

When Names Are Partially Unknown

Sometimes reporters are only able to provide a first or last name of involved persons, or the reporter is unable to provide any name at all. If the reporter cannot provide a PRN person’s full name, then the intake specialist documents the part of the name that is known and leaves the other field blank.

Examples:

  •   If a reporter knows that the oldest victim’s (OV’s) name is Destiny but does not know Destiny’s last name, Destiny is entered into the field for the first name and the field for the last name is left blank.

  •   If a reporter knows that the aunt’s (AU’s) name is Mrs. Smith, but does not know Mrs. Smith’s first name, Smith is entered into the field for the last name and the field for the first name is left blank.

Documenting Unnamed Principals (PRNs)

If the reporter cannot provide a partial name, but can sufficiently identify the person by the actual or estimated age, the specialist creates a person on the Person List, enters the actual or estimated age, and leaves the name fields blank. IMPACT then automatically displays the PRN as “unknown” followed by a number (1, 2, 3, etc.) that differentiates each one from other unknown PRNs on the same Person List. Examples:

  •   The reporter knows that the OV has a 4-year-old brother who lives in the home, but does not know the brother’s name. Since the age is known, the intake specialist enters the 4-year-old boy on the Person List, but the name fields are left blank. IMPACT automatically assigns an Unknown # for the 4-year-old child.

  •   The reporter knows the ages of the three children living in the home, but not their names. In this instance, the specialist creates three separate Report Person Detail pages (one for each child), documenting the age of each child, and leaves the name fields blank. IMPACT automatically assigns an Unknown # for each of the unnamed children.

Documenting Unnamed Collateral (COL) Sources

If the specialist has contact information for a collateral source, but does not have the collateral source’s name, the specialist:

  •   adds a person to the Person List on the Report Information page,

  •   leaves the name fields on the Report Person Detail page blank, and

  •   documents identifying information regarding the collateral (for example, “OV’s 2nd grade teacher at Adams Elementary”) in the Person Notes field on the Report Person Detail page.

IMPACT Designation of Unnamed Collaterals

IMPACT automatically displays unnamed collaterals (COL) on the Person List by a single line (-------------) in the Name field. However, there is no automatically assigned number in the name field to differentiate between unknown COLs on the same Person List.

Documenting Named Collateral Sources with No Contact Information

If the specialist has the name of the collateral (COL) source but no contact information, the specialist:

  •   documents the name on the Narrative page; and

  •   does not enter the name on the Person List on the Report Information page.

3125.2 Entering Addresses and Phone Numbers

SWI Policy and Procedures March 2018

The intake specialist obtains and documents adequate information to ensure that field staff can locate a family or client.

See 3132.3 Locating Information Section.

While the reporter is still on the phone, the intake specialist:

  •   enters the address of any source, PRN or COL into the Address field in IMPACT; and

  •   validates the address. The intake specialist attempts to correct the address if it does not validate by clarifying the address with the reporter.

  •   selects the appropriate Address Type.

The State field defaults to Texas but can be changed by selecting another state from the drop-down list.

Additional addresses (such as business or school addresses) are entered in the Address fields at the bottom of the Report Person Detail page.

Partial Street Addresses

The intake specialist does not enter partial street addresses, such as Hwy 29, Apple Apts, or 24th & Cross in the address fields.

Partial addresses may be entered in:

  •   the Person Notes; or

  •   the Locating Information section of the Narrative page.

Medicaid Addresses

The address typeMedicaid Card” is not used for information gathered at intake. When documenting Medicaid addresses gathered from other resources such as TIERS, the intake specialist chooses “Residence” as the Address Type and explains in the Person Notes where the information was obtained. However, if, when performing a relate, a “Medicaid Card” Address Type is identified in IMPACT history, the address cannot be overwritten.

Phone Numbers

The intake specialist enters the phone numbers for each person in the phone fields, if the numbers are available.

The intake specialist selects the appropriate phone type from the drop-down list. Additional telephone numbers (such as cellular or business) are entered in the Phone section at the bottom of the Call Person Detail Page.

3125.3 Entering Demographics

SWI Policy and Procedures March 2018

This item explains how to enter information into the Demographics section of the Report Person Detail page in IMPACT. The intake specialist either selects the desired option from the drop-down list, if one is present, or enters the information directly into the correct field.

The Demographics section includes the following person information:

  •   Type;

  •   Role;

  •   Relationship or Interest (Rel/Int);

  •   Person notes, if applicable;

  •   Date of birth;

  •   Date of death;

  •   Gender;

  •   Marital status;

  •   Social security number; and

  •   Language spoken.

The intake specialist attempts to gather the above information for all principal (PRN) sources. Only the Type, Role, Relationship or Interest (Rel/Int) is required for collateral (COL) sources entered on the Person List.

3125.31 Selecting Person Types

SWI Policy and Procedures March 2018

Each person listed on the Person List, including the reporter, is identified as a person type: either a principal (PRN) or collateral (COL) source. The intake specialist selects PRN or COL from the Type drop-down list on the Report Person Detail page.

A check mark in the Reporter box next to the Type field indicates the person is a reporter. This checkbox is empty for all other persons unless he or she has been identified as an additional reporter. In these instances the intake specialist manually checks the Reporter checkbox.

Principal (PRN) Sources

A principal (PRN) source is any person who has some involvement in the reported situation.

Each DFPS program has specific requirements for identifying a person as a principal (PRN) source.

See:

4920 CPS Person List

5353 DCL Person List

5463 RCCL Person List

6913 APS In-Home Person List

7720 Listing Principals for Reports Related to APS Provider Investigations

Collateral (COL) Sources

A collateral (COL) source is any person who can provide additional information about the reporter situation or who is not a principal (PRN). The intake specialist attempts to obtain collateral (COL) sources for all reports including their names and contact information. Demographic information is not required.

Some examples of collateral (COL) sources include, but are not limited to:

  •   family members who do not live in the home;

  •   physicians;

  •   neighbors; or

  •   school personnel.

The specialist adds each person to the list on the Report Information page, and enters the details on each collateral’s Report Person Detail page.

3125.32 Assigning Person Roles

SWI Policy and Procedures March 2018

The intake specialist identifies each person’s role in the Role drop-down list according to the situation and the program for which the report is being generated.

At least one victim (designated by a role of VC or VP) must be entered on the Person List, even if the victim’s name is not known or the actual or estimated age is uncertain. (For example the reporter may state, “I don’t know his name, but he goes to the elementary school.”)

Principal sources may be assigned any of the roles available from the drop-down list; however, collateral sources are always assigned the role of No Role.

Importance of Correct Role Designation

Intake specialists must be sure that they correctly designate each person’s role.

If a person is incorrectly identified as an alleged perpetrator (AP) or alleged victim perpetrator (VP), then he or she becomes tied to an allegation. Field staff are unable to change the person’s role, and the person remains incorrectly associated with an allegation in the case record.

Persons May Be Assigned one of the following roles:

Alleged Victim (VC)

An alleged victim is a person suspected of being abuse, neglected, or exploited. Each DFPS program has a specific definition of an alleged victim.

Alleged Perpetrator (AP)

An alleged perpetrator is a person responsible for the alleged abuse, neglect, or exploitation. Each DFPS program has a specific definition of an alleged perpetrator.

See:

3710 Processing Case-Related Special Requests (CRSR)

6230 Children as Perpetrators in an APS In-Home Intake

Alleged Victim Perpetrator (VP)

An alleged victim perpetrator is a person who is both an alleged victim and an alleged perpetrator.

Intake specialists may only use this role in CPS and APS In-Home intakes.

See:

4921 Role of Victim/Perpetrator

6200 APS In-Home Perpetrators

Unknown (UK)

For CPS and RCCL intakes, if there is not sufficient information to determine whether a child or adult is an victim or perpetrator, the intake specialist selects the role of Unknown (UK) from the drop-down list.

No Role (NO)

A person is assigned No Role (NO) if he or she has no involvement in the reported situation.

3125.33 Identifying Relationship or Interest (Rel/Int)

SWI Policy and Procedures March 2018

The Relationship/Interest (Rel/Int) drop-down list identifies the person’s relationship to the oldest victim, client, or person of interest. If the person is an in-law, then the intake specialist selects the In-Law checkbox.

Intake specialists document an explanation for the person’s relationship in the Person Notes and Narrative when a vague Rel/Int is used. For example, “XX is the store clerk who told MO about OV stealing beer.”

3125.34 Entering Dates of Birth (DOB) and Ages

SWI Policy and Procedures March 2018

When a DOB is entered, IMPACT automatically calculates the age in the Age field and the Age Type defaults to "Years."

If the reporter is not able to provide a DOB for every PRN, the intake specialist requests an approximate age. This information is documented in the Age field. The Age Type drop-down list can be adjusted by selecting Days, Months, Weeks, or Years to reflect the appropriate measure of time. When an approximate age is entered, IMPACT adds APROX in the DOB column on the Person list.

If the reporter is not able to provide an approximate age, the intake specialist requests an age range. The intake specialist also documents in the Person Notes that the reporter could not provide the exact DOB or age and includes the age range provided.

  •   If the report is for CPS or CCL, use the lower age of the age range as the numeric entry into the Age field.

  •   If the report is for APS In-Home or APS Provider, use the upper age of the age range as the numeric entry into the Age field.

3125.35 Entering Dates of Death (DOD)

SWI Policy and Procedures March 2018

If the death of a child, an APS In-Home client or an APS Provider client is reported and the date of the death (DOD) is known at the time of intake, the intake specialist documents the DOD in the Demographics section of the Report Person Detail page.

See:

2230 The Death of a Child

2232 Death of a Child While in DFPS Conservatorship

4420 Child Death Reports Under CPS Jurisdiction

7580 Reports Regarding a Client’s Death

3125.36 Entering Person Notes

SWI Policy and Procedures March 2018

Person Notes are entered in a text field in the Demographics section of the Report Person Detail page in IMPACT.

For a reporter, the Person Notes entered on the Report Information page are automatically copied into the Person Notes field on the reporter's Report Person Detail page.

The intake specialist enters into the Person Notes field such information as:

  •   basis of knowledge;

  •   place of employment;

  •   work hours (days and times);

  •   documentation of sources used for identifying information other than IMPACT or when reported identifying information conflicts with that which was found in IMPACT. NOTE:  It is not necessary to document information obtained from an IMPACT relate;

  •   the availability of supporting materials and documentation which may be pertinent to the report, such as internet links, pictures, emails, videos, letters, social media posts, and so on; and

  •   an explanation of any unclear relationships.

3125.4 Entering Race and Ethnicity

SWI Policy and Procedures March 2018

Intake specialists obtain and document the race and ethnicity for all principal (PRN) sources in the Race/Ethnicity section on the Report Person Detail page.

It is not necessary for intake specialists to obtain race and ethnicity information for collateral (COL) sources.

3125.5 Completing Specialized Report Person Detail Pages

SWI Policy and Procedures March 2018

The intake specialists completes the Report Person Detail page differently in the following circumstances:

  •   When the reporter is a principal source,

  •   When a principal or collateral is a DFPS employee, volunteer, or intern, or a relative of a DFPS employee, volunteer, or intern, and

  •   When a person’s information is obtained from a license plate search.

See:

3125.51 Report Person Detail Page When a Reporter is a Principal Source

3125.52 Report 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

3125.53 Report Person Detail Page When a Person’s Information is Obtained From a License Plate Check

3125.51 Report Person Detail Page When a Reporter is a Principal Source

SWI Policy and Procedures March 2018

IMPACT auto-fills the reporter's information into the Report Person Detail page with the information entered in the Reporter Information section.

The intake specialist:

  •   clicks the reporter’s name on the Person List to display the Report Person Detail page;

  •   the reporter type (principal or collateral source) defaults to "Collateral." If the reporter is a principal in the report, the intake specialist must manually select "Principal"; and

  •   the reporter role defaults to “No Role.” If the role is different, the intake specialist manually selects the correct one.

3125.52 Report 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 March 2018

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 Report Person Detail page for the employee or relative.

The employees job title, office location and address (if not previously provided) and any PID number found in IMPACT are documented in the Person Notes.

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 3420 Documenting a Sensitive Report.

3125.53 Report Person Detail Page When a Person’s Information is Obtained From a License Plate Check

SWI Policy and Procedures March 2018

On occasion, the only information a reporter can provide to Statewide Intake is the license plate number of the vehicle in which a child or client was seen. If the intake specialist obtains a license plate number, he or she must request a license plate search from SWI support staff.

Results Found

If a name matching the license plate number is found, the intake specialist creates a principal (PRN) in the Person List on the Report Information page. However, the Name section on the Report Person Detail page is intentionally left blank and IMPACT automatically assigns Unknown 1. See 3125.1 Entering Names.

After this is done, the intake specialist:

  •   documents the license plate number and the name found from the license plate search in the unknown person’s Person Notes (see 3125.36 Entering Person Notes); and

  •   includes in the Person Notes that the name was found by a license plate search.

If an address is located through a license plate search, it is documented as the primary address for the PRN.

The intake specialist also documents the license plate number and a description of the vehicle, if available, in the Narrative of the report.

No Results Found

If the license plate check does not result in a name and address, for any reason (for example, the number provided by the reporter is invalid), the intake specialist must re-assess the situation to determine if there is adequate information to process a report.

3126 Resource Section

SWI Policy and Procedures March 2018

The Resource section is used to enter facility or resource information. Intake specialists complete this section for APS Provider, DCL, and RCCL intakes. This ensures that resource names are entered consistently and that complete address and phone information appears on the Resource Detail page.

Sometimes, intake specialists cannot find resources in IMPACT to complete the Resource section. This can happen because there is limited information about the resource, the resource is unknown, or the resource is not in the Resource Directory.

If the resource cannot be found for DCL, RCCL, and APS Provider intakes that involve a facility, intake specialists complete the Resource section manually. This frequently happens with unlicensed or illegal day cares.

If the resource cannot be found for APS Provider intakes that involve a service provider, intake specialists complete the Resource section with the Community Provider Hcbs.

Completing the Resource Section

Intake specialists use the following instructions to complete the Resource section:

1.   Enter the name of the resource in the Resource Name field.

2.   Select the type of resource from the Resource Type menu.

3.   Enter additional search parameters such as street address, city, county, or zip code to narrow the search results.

4.   Press Search. The Resource Search page opens and displays the search results.

5.   Select the row radio button for the correct resource. Make sure the resource has the same Investigational Jurisdiction as the intake.

6.   Press Continue.

IMPACT automatically fills the Resource section with the resource's information that the intake specialist chose from the Resource Search page. Add a unit name or number in the Unit/Ward field, if applicable.

See 3231 Performing Resource Searches.

Completing the Resource Section Manually

Intake specialists use the following instructions to manually complete the Resource section when the resource is not found or unknown for DCL, RCL, and APS Provider intakes that do not involve a service provider:

1.   Enter the name of the resource in the Resource Name field. If the name of the resource is unknown, type Unknown.

2.   Choose the appropriate resource type from the Resource Type menu.

3.   Enter the resource's address, if available. At minimum, a county must be entered.

4.   Enter the resource's phone number, if available.

5.   Select the most appropriate facility type from the Facility Type.

6.   Press Search. The Resource Search page opens.

7.   Select the Report Information secondary tab to ensure that IMPACT registers that a search was performed.

Completing the Resource Section with the Community Provider HCBS (Home and Community Based Services) Resource

Intake specialists use the following instructions to complete the Resource section for APS Provider intake involving a service provider:

1.   Enter Community Provider Hcbs in the Resource Name field.

2.   Choose MHMR Facility from the Resource Type menu. The Resource Search page opens and displays the search results.

3.   Select the row radio button for the Community Provider Hcbs resource.

4.   Press Continue.

5.   Change the address to the client's residential address.

6.   Change the phone number to the client's phone number.

See:

5351 Facility Resource Section for DCL Reports

5461 Resource Section for RCCL Reports

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

Saving the Resource Information

The resource information on the Resource section saves once the intake specialist selects the Intake Actions page or a Save button. IMPACT does not recognize the Resource section as complete and will not assign an intake without saving the information.

Clearing the Resource Details From the Resource Section

If information is entered in the Resource section and needs to be deleted, the intake specialist presses the Clear Resource Details. This removes all resource information from the Resource section.

See:

5351 Facility Resource Section for DCL Reports

5461 Resource Section for RCCL Reports

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

3130 Narrative Page

SWI Policy and Procedures March 2018

The intake specialist documents on the Narrative page of IMPACT the information that was reported to SWI.

The intake specialist accesses the Narrative page by clicking the Narrative button from either the Report Information page or the Intake Actions page.

See Best Practice Narratives.

3131 Reports That Require a Narrative

SWI Policy and Procedures March 2018

Intakes and CRSRs

The intake specialist completes a comprehensive narrative for every:

  •   intake; and

  •   case-related special request (CRSR).

See:

Intake Best Practice Narratives

CRSR Best Practice Narrative

I&Rs

Requirements for narrative documentation are specific to the I&R type that was assessed.

See:

I&R and CRSR Types and Requirements

I&R Best Practice Narratives

3132 Narrative Writing Guidelines

SWI Policy and Procedures March 2018

The Narrative page has three sections:

  •   General Information/Description

  •   Conclusion

  •   Locating Information

For all sections of the narrative, the intake specialist:

  •   Enters the information below each section name (not on the same line as the section name).

  •   Documents all information relevant to allegations and safety threats provided by the reporter in a concise and organized manner. (See Note below)

  •   Maintains the reporter’s confidentiality. See 2130 Reporter Contact and Interaction.

  •   Identifies people clearly and consistently according to each person’s Relationship or Interest type to the oldest victim (OV) or client (CL).

  •   Proofreads and uses automatic spelling and grammar checks to ensure accurate and professional documentation in narratives.

When there are people with the same role or relationship, the intake specialist uses names, relationships, or ages to further distinguish them. For example, “SB (6 yo)” meaning the 6 year old sibling of the victim.

NOTE: Worker safety concerns are documented in the Worker Safety Issues field on the Intake Actions page, however the information is additionally documented at the end of the Narrative.

See:

Intake Best Practice Narratives

I&R Best Practice Narratives

CRSR Best Practice Narrative

Completing the Narrative Page for Internet Reports

For internet reports, IMPACT automatically fills in the Narrative page with the questions and responses as entered by the reporter. The intake specialist does not change the information that was entered, even to remove any information that identifies the reporter. The rest of the Narrative page is completed the same way as other reports.

The procedure for processing internet reports is explained in 3310 Internet Reports (E-Reports).

Using Information from Past Narratives

While conducting a history search in IMPACT, the intake specialist may find previous involvement with protective services. Text from past narratives, is not copied into the current narrative document except for Re-entry, CSCAL, and UTC reports.

If a report requires re-entry, or an intake must be generated as the result of a CSCAL or previous UTC disposition, and there are no new allegations, then the Narrative of the previous report is copied in its entirety into the new Narrative.

See:

3174 SWI Procedures for a Re-Entry

4410 Subsequent Reports on Unable to Complete (UTC) Investigations

3132.1 General Information and Description Section

SWI Policy and Procedures March 2018

The General Information/Description section of the Narrative page in IMPACT contains the bulk of the information provided in the report and the details of the allegations involved.

To complete the General Information/Description section, the intake specialist documents:

Open Cases

When the intake specialist conducts a history search and finds an open case in a pertinent service delivery stage for the same program, the intake specialist pastes the open case information from the Case Summary page into the beginning of the narrative in the General Information and Description section of IMPACT.

If a CPS case with an open subcare stage is found, and the current report is in regards to a child in CPS conservatorship, this open case is pasted at the top of the narrative of the current report, regardless of which program it is for.

See:

4930 Open Service Delivery Stages

4481 Situations That Always Require an I&R Call Regarding Existing CPS Case

5240 Reports Involving Children in DFPS Conservatorship in a Licensed CCL Operation

If the Report was from Law Enforcement

If law enforcement was the reporter, the intake specialist includes:

  •   the name of the law enforcement agency; and

  •   the incident report number.

See 3322 Entering Mailed or Faxed Reports in IMPACT.

Household Composition Summary

In the first paragraph of the General Information/Description section, the intake specialist summarizes the household composition, including:

  •   noting the gender and age of each household member;

  •   explaining the relationships between household members;

  •   identifying any special needs (or the lack thereof) for all potential victims, perpetrators, and household members; and

  •   noting the need for interpreter services for language differences, or hearing or speech limitations, if any.

Detailed Descriptions of Alleged Abuse or Neglect

Each program defines abuse, neglect, and exploitation differently, which means the information that must be documented varies from one intake to another. However, for all programs, all relevant information related to allegations must be documented in as much detail as possible (for example, providing a detailed description of injuries).

Information the Reporter Does Not Provide

The intake specialist documents the relevant questions that were asked but that the reporter could not or would not answer. The intake specialist does not enter a phrase such as “No other information available”, or make any other generalized statement. It is acceptable to have multiple sentences that reflect “Reporter did not know (specific piece of information).”

If the reporter could not provide any collaterals, the intake specialist documents in the Narrative that no collaterals were known at intake.

See 3125.3 Entering Demographics.

The Intake Specialist’s Personal Details and Actions Taken During Intake

The intake specialist documents at the end of the Narrative:

  •   the intake specialist’s name;

  •   the intake specialist’s position level;

  •   the details of any consultations (staffings) held with intake supervisors, if applicable. For more information about such consultations, see Consultation (Staffing) with the Intake Supervisor, below.

  •   the name of the co-worker assigned to serve as the intake specialist’s peer trainer, when applicable; and

  •   the call-out information (person’s name, date, and time), if applicable. Phone numbers of the person to whom the report was called out are NOT included.

If the intake specialist completed a related report (for a companion case) without using the New Using function, the intake specialist documents at the end of the report Narrative the Report ID for the related report.

Consultation (Staffing) With the Intake Supervisor

If the intake specialist staffs (that is, consults) with an intake supervisor about a report, the intake specialist documents under his or her own name, the name of the intake supervisor or acting supervisor who provided the consultation.

If the intake specialist consults with more than one intake supervisor, the name of the intake supervisor whose advice the intake specialist followed is documented in the Narrative.

If the intake specialist consults with an intake supervisor about only a specific aspect of a report, the intake specialist specifies the aspect discussed (for example, the level of priority given to the report, what priority to assess for the report, or whether the report requires special handling). Example: Staffed with [name of intake supervisor] for sensitive history.

See 2180 Consulting (Staffing) With the Intake Supervisor.

3132.2 Conclusion Section

SWI Policy and Procedures March 2018

The Conclusion section of the Narrative page in IMPACT contains a quick overview of the allegations and the severity of them.

To complete the Conclusion section, the intake specialist documents:

An Assessment Statement – Program, Allegation, Priority

For all programs, the intake specialist documents in the Conclusion section an assessment statement, which identifies the:

  •   program (for example, CPS);

  •   allegation (for example, PHAB); and

  •   priority (for example, P1).

The following are some examples:

  •   CPS, PHAB, P1

  •   RCCL, NSUP, P2

A Conclusion Summary

For CPS intakes only, additional documentation in the Conclusion is required to support the assessment.

The conclusion summary:

  •   justifies the allegation and priority; and

  •   addresses safety and risk concerns.

The intake specialist documents the reasons why he or she determined the specific priority and allegation. The specialist does not restate the facts that have already been documented in the General Information/Description section of the Narrative or in other sections of the intake. The conclusion summary is placed below the assessment statement.

History Information

If DFPS history from a closed case is found which involves a principal, the intake specialist copies and pastes the case information from IMPACT into the Conclusion section.

If the search finds multiple closed cases, the intake specialist is only required to paste up to five of the cases into the Conclusion. Additionally, the intake specialist documents the phrase, Multiple matches found. This alerts field staff that there are more cases on the family.

If an open case for another DFPS program is found which involves any of the principals, the intake specialist pastes that open case into the Conclusion, with the exception of pertinent sub care cases.

See 3132.1 General Information and Description Section (under the subhead Open Cases).

If no history is found, the intake specialist documents No match found.

The intake specialist does not document any history match found on a reporter who is a collateral (COL) contact.

Additional Documentation for CPS Intakes to Be Called Out (If Applicable)

When SWI support staff are completing the call-out of a CPS intake, the intake specialist includes a detailed documentation of the history, including:

  •   relevant past allegations;

  •   dispositions;

  •   names of victims and perpetrators; and

  •   dates of investigations.

See 3921 Call-Outs Performed by SWI Support Staff.

For More Information

See 3132 Narrative Writing Guidelines for links to examples of best practices used when writing narratives for each DFPS program.

3132.3 Locating Information Section

SWI Policy and Procedures March 2018

The Locating Information section of the Narrative page in IMPACT contains details to help locate the family. The intake specialist documents adequate information to ensure that field staff can locate a family, child, client, or facility.

When a reporter has only limited information about the location, it is imperative for the intake specialist to ask the reporter if he or she has any of the following information:

  •   Directions to the home or facility

  •   A post office box or rural route address (even if directions are not known)

  •   The name, address, or other locating information for the child’s school or day care facility

  •   The name, address, or other locating information for the work places of the household members

  •   A physical description of the client, child, or household members

  •   The client, child, or household members’ current location, if the location is different than the residence, or if the residence is unknown. (The intake specialist must obtain specific dates and times when the client, child, or household member is at this location.)

  •   A Texas license plate number that is registered to a valid address

  •   The names and contact information for any principal and collateral sources, including the alleged perpetrator, who may know the address or location of the client, child, or family

Any of these pieces of information that are obtained relating to location should be documented in the Locating Information section of the narrative.

3140 Intake Actions Page

SWI Policy and Procedures March 2018

The Intake Actions page in IMPACT contains the following sections:

  •   Worker Safety Issues section;

  •   Allegation section which includes the primary allegation;

  •   Report Decision section, which includes

  •   determination factors and descriptors (if applicable),

  •   priority,

  •   special handling,

  •   Report Summary Section - these details are auto-filled according to information entered elsewhere in the report

  •   Law Jurisdiction Section, which includes the Add Jurisdiction feature.

The intake specialist completes all the appropriate fields on the Intake Actions page in IMPACT when processing intakes for investigation.

3141 Worker Safety Issues Section

SWI Policy and Procedures March 2018

In order to assist program investigators to be prepared and remain safe, intake specialists must explore with the reporter any safety concerns and document the information in the Worker Safety Issues comment box as well as in the Narrative section of the report.

When information is entered into the Worker Safety Issues comment box, a yellow Worker Safety Caution icon appears on the caseworker's workload. The purpose of this icon is to draw attention to potential safety threats. When the caseworker hovers over that icon, a pop-up message appears with the description of the worker safety issue.

In order for the information to be displayed correctly, the intake specialist must document the concerns in the Comments box in a specific manner.

Below are the labels for the various types of safety issues and a description of each. Safety issues should be prefaced with the appropriate label and then a description of the issue. Keep the documentation brief, simple, and to the point; the comment box is limited to 300 characters.

For example:

      Drug-related hazard: CL's nephew, who lives in the home, has a meth lab in the back bedroom of the house.

Gang-related hazard

Explain the person's affiliation or association with the gang, including the gang name.

Weapons-related hazard

Explain how the weapons pose a threat to worker safety. This may include:

  •   a person is known to answer the door with a loaded weapon

  •   a person is known to carry a loaded weapon and use it to threaten others

Drug-related hazard

Explain how current or past drug presence threatens worker safety. This may include:

  •   a person's drug use (ex: smoking meth inside the home)

  •   drug dealing from the home or by persons living in the home

  •   manufacturing labs in or around the home

  •   location of drugs in the home or nearby stash houses

Threat/Assault/Serious Aggression

Explain how the person's current or past aggressive or threatening behaviors pose a danger to a worker. This may include:

  •   hostile or violent behaviors or attitudes

  •   threats to harm DFPS staff or other authorities

  •   stalking

  •   sexual assault

  •   domestic violence

  •   vehicle chase

  •   trapping, locking, or blocking DFPS staff

  •   robbery

Dangerous Animal

Explain what makes the animal dangerous to a worker. This may include:

  •   dogs that have been trained to attack or fight

  •   animals that have attacked or bitten people in the past

  •   animals with rabies

  •   aggressive livestock

Purple Paint/No Trespassing

Purple-painted property fence and tree lines are "no trespassing" markers. Workers need to take caution when approaching these properties.

Mental Health Issue:

Explain how the person's history of or current mental health issues pose a threat to a worker. This may include:

  •   dementia

  •   Alzheimer's with known physical aggression

  •   psychotic breaks

  •   delusions

  •   hallucinations

  •   serious diagnoses such as bipolar disorder and schizophrenia

Hoarding, Other Housing Hazard

Explain what makes the housing situation dangerous to a worker. This may include:

  •   unsafe housing code violations (ex: wiring, structural, plumbing)

  •   trash

  •   infestations

  •   overrun yard

  •   raw sewage or fecal contamination

Possible Infection

Explain what infectious disease the person has and any precautions a worker needs to take when around the person.

3142 Allegation Section

SWI Policy and Procedures March 2018

The Alleged Victim and Alleged Perpetrator options are auto-filled with the names of principals that were entered into the Person section of the Report Information page as VC, VP, or AP. The Allegation options displayed are all available allegations for the program which was selected from the Classification list on the Report Information page. The intake specialist clicks the Add button, and selects the correct:

  •   victim’s name (or multiple names when applicable);

  •   all the allegations that pertain to that victim (or victims); and

  •   alleged perpetrator (AP)’s name (or multiple names if applicable).

When there is more than one victim or AP, and they have different allegations, the intake specialist:

  •   selects the individual victim, allegation and individual AP;

  •   clicks the Save and Stay button;

  •   makes the necessary changes to the victim, allegation and AP, repeating as necessary; and

  •   once all the allegations have been selected for all the victims and APs, the intake specialist clicks the Continue button.

Once the Continue button has been clicked, a list of all the victims, allegations and APs will be displayed for review and selection.

Primary Allegation Drop-Down List

The primary allegations must be chosen after selecting the allegations. To choose the primary allegation, the intake specialist selects an allegation type from the drop-down list of allegations that have already been assigned.

The primary allegation must be the allegation type that has caused or appears likely to cause the most harm or risk of harm to the alleged victim.

3143 Report Decision Section

SWI Policy and Procedures March 2018

Within the Report Decision section are the following sub-sections:

  •   Determination Factors (when applicable)

  •   Determination Descriptors (when applicable)

  •   Priority; and

  •   Special Handling.

Determination Factors and Descriptors options auto-populate into this section from details that have been entered elsewhere in the report. If the report is an intake for any DFPS program, a set of Determination Factors and Determination Descriptors are displayed with descriptive statements pertinent to the selected program and allegations.

3143.1 Determination Factors Checkboxes

SWI Policy and Procedures March 2018

A determination factor is a descriptive phrase that supports the assessment of the intake (a P1 vs. a PN for a CPS intake, for example).

IMPACT displays the descriptive phrases associated with the program that the intake specialist has already chosen in the Classification drop-down list on the Report Information page.

For example, APS In-Home client characteristics display when an APS In-Home classification is selected, and CPS determination factors display when a CPS classification is selected. The intake specialist selects the factors that are most appropriate to the current situation; for example, for a CPS intake some of the factors might be: Child, age 0-6; bruises/welts; Child unprotected.

To select determination factors, the intake specialist clicks the checkbox of any factors in the list which were identified during the interview and documented in the Narrative. The intake specialist selects the No Factors checkbox, if no determination factors apply.

3143.2 Determination Descriptors Checkboxes

SWI Policy and Procedures March 2018

A determination descriptor is a descriptive phrase that reflects information frequently associated with a particular allegation type.

IMPACT displays the descriptive phrases associated with the program already selected from the Classification drop down list on the Report Information page and the allegation types that the intake specialist entered in the Allegation section of the Intake Actions page. The intake specialist selects the descriptor(s) that is most appropriate to the current situation; for example, for a CPS intake with the allegation of MDNG, the options would be: Child lacks essential medical treatment and Child misses medical appointments. (APS In Home and APS Provider Investigations intakes do not display determination descriptors.)

3143.3 Priority Initial Drop-Down List

SWI Policy and Procedures March 2018

Each DFPS program has its own method of determining how quickly an investigator must respond to a report of abuse or neglect. Intake specialists, therefore, assign the priority of a report according to the policies of the DFPS program to which the report relates. Only the initial priority is entered by the intake specialist, all other drop-down lists and comment fields are disabled and grayed out.

See:

4300 CPS Assessment of Priority

5220 CCL Assessment of Priority

6400 APS In-Home Priorities

7400 APS Provider Assessment of Priority

3143.4 Closure Codes Drop-Down List

SWI Policy and Procedures March 2018

When a CPS intake is completed as a Priority None (PN), the intake specialist selects the appropriate Closure Code.

There are three PN closure codes used at intake:

  •   SWI Additional Information from specific COL/PRN needed

  •   SWI Child Death/Review needed

  •   SWI Past A/N; No Current Safety Issue; No App Future Risk

For a definition of PN, see 4330 Assessment of Priority N.

3144 Special Handling Section

SWI Policy and Procedures March 2018

Some situations require the report to be handled differently by field staff. SWI identifies these special circumstances by designating the report for special handling. This section consists of:

  •   a drop-down list of special handling reasons and associated comment box,

  •   the checkbox to indicate that it is suspected that methamphetamines are being manufactured (details are documented in the Worker Safety Issues box, and

  •   a box to mark a case sensitive and accompanying text box with specific prompts and room to enter additional text.

See:

3144.1 Special Handling Drop-Down List

3144.2 Suspected Manufacturing of Methamphetamines Checkbox

3144.3 Sensitive Case Checkbox

3144.1 Special Handling Drop-Down List

SWI Policy and Procedures March 2018

From the Special Handling section, the intake specialist selects the appropriate reason from the Special Handling drop-down list and types an explanation in the Special Handling Comments field.

See:

3144.14 OAG-ACP (Address Confidentiality Program)

3144.11 Active Military

3144.12 Law Enforcement

3144.13 Native American Reservation

3144.15 Retired Military

3144.11 Active Military

SWI Policy and Procedures March 2018

When any principal is active military or resides on a military base, the intake specialist obtains additional information about the military personnel, such as the person’s rank, branch of military, unit name and address, and duty location. The intake specialist also explores whether the person has recently been deployed or will be deployed in the near future.

In the Special Handling section, the intake specialist:

1.   selects Active Military from the drop-down list, and

2.   types the details in the Comments field. For example:

  •   Staff Sergeant

  •   U.S. Army

  •   B Company, 2 Cav Division, Fort Hood, TX 78754

  •   Deploying to Afghanistan in September 2015

3144.12 Law Enforcement

SWI Policy and Procedures March 2018

Intakes Involving a Principal Employed by Law Enforcement

If any of the principals in the intake are employed by the law enforcement agency that is responsible for conducting the criminal investigation, the intake specialist:

1.   selects Law Enforcement from the drop-down list, and

2.   types the principal’s name and the agency where the principal works in the Comments field of the Special Handling section.

SWI does not complete a law enforcement (LA) notification for intakes if:

  •   a member of law enforcement is involved as a principal; and

  •   the law enforcement personnel is employed by the LA agency with jurisdiction to investigate.

The intake specialist does not click the Calculate Jurisdiction button. Instead, the intake specialist selects the “To be done locally” checkbox under the Law Jurisdiction section of the Intake Actions Page.

This is the only special handling situation (other than reports that are marked “Sensitive”) in which the “To be done locally” checkbox is used.

I&Rs Involving an Individual Employed by Law Enforcement

If a law enforcement official is in a situation that is not under CPS jurisdiction; and the appropriate agency to notify is his or her employer the intake specialist:

  •   completes an I&R Protect. Matter-refer’d on

  •   selects Law Enforcement from the drop-down list in the Special Handling section on the Intake Actions page;

  •   staffs the call with an intake supervisor or designee; and

  •   submits the I&R to the Supervisor Approval workload. The staffing supervisor reviews the report and telephones the law enforcement agency for processing instructions.

See 3900 Assigning, Submitting, or Closing Reports

3144.13 Native American Reservation

SWI Policy and Procedures March 2018

When any principal lives in a Native American Nation or the abuse or neglect occurred in a Native American Nation, the intake specialist:

1.   Selects Native Amer/Reserv. from the drop-down list.

2.   Enters the name of the tribe in the Comments field.

3144.14 OAG-ACP (Address Confidentiality Program)

SWI Policy and Procedures August 2018

When any person involved in the report is an Address Confidentiality Program (ACP) participant, the intake specialist:

1.   selects OAG-ACP from the Special Handling drop-down list;

2.   enters in the Special Handling Comments field the names of the OAG-ACP participants, and any current physical addresses for the residence, school, work, or any other locating information on the client or family. (This is the only section of the report where the client’s or family’s actual locating information is documented.);

3.   checks the Sensitive Case checkbox; and

4.   enters in the Sensitive Case comments field: “OAG-ACP.”

See:

2460 Address Confidentiality Program (ACP)

3422 Documenting Address Confidentiality Program Information.

3144.15 Retired Military

SWI Policy and Procedures March 2018

When any principal has retired from the military, the intake specialist obtains additional information about the military personnel, such as the branch of military and the person’s rank at the time of retirement.

In the Special Handling section, the intake specialist:

1.   Selects Retired Military from the drop-down list.

2.   Types the details in the Comments field. For example:

  •   Sergeant Major

  •   U.S. Army – Retired

3144.2 Suspected Manufacturing of Methamphetamines Checkbox

SWI Policy and Procedures March 2018

When any household member is suspected of manufacturing methamphetamines in the home or surrounding area, the intake specialist clicks the Suspected Manufacturing of Methamphetamines checkbox.

3144.3 Sensitive Case Checkbox

SWI Policy and Procedures March 2018

Intakes, case-related special requests (CRSRs), and information and referrals (I&Rs) may need to be designated as sensitive reports. There is a Sensitive Case checkbox in the Special Handling section to restrict access to the report in IMPACT, if appropriate.

Within the Special Handling section, the intake specialist selects the checkbox next to Sensitive Case and explains in the Comments field, why the case is sensitive.

Text prompts are activated in the Comments field when the Sensitive Case box is checked. The intake specialist documents the information requested, as well as any other pertinent information related to why the report requires sensitive handling. Prompts include the employee name, PID, and relationship to the victim. If the prompts are not applicable, the intake specialist deletes them and enters the relevant details.

See also 2400 Sensitive Reports.

3145 Report Summary Section

SWI Policy and Procedures March 2018

The Report Summary section on the Intake Actions page in IMPACT provides a summary of the information about the report being entered (intake, I&R, or CRSR).

The Report Summary fields are automatically populated based on how other sections of the report were completed. The Current Case field is the only field that does not auto-fill while generating an intake, as a Case number is not generated until an intake or CRSR is assigned.

The Law Jurisdiction field is the only field in this section that requires completion by an intake specialist.

3146 Law Enforcement Jurisdiction

SWI Policy and Procedures March 2018

The appropriate law enforcement agency for CPS, CCL and some I&R reports must be selected from the Law Jurisdiction section on the Intake Actions page through the Calculate Jurisdiction button or through the Add feature.

See:

2212 Law Enforcement Jurisdiction

2661 Reports of Abuse, Neglect, Exploitation, or Death Investigated by Law Enforcement

3146.1 Law Jurisdiction Section

SWI Policy and Procedures March 2018

When the Calculate Jurisdiction button is clicked IMPACT populates the Calculate Jurisdiction field with suggestions for all law enforcement agencies that have jurisdiction based on the addresses of the PRNs in the report. By marking the checkbox, the intake specialist selects the appropriate agency who will receive the notifications.

IMPACT sends the notification when the report is assigned or closed.

Multiple Jurisdictions

If notification needs to be made to more than one agency, all appropriate agencies are selected from the displayed results in the Calculate Jurisdiction field by marking the checkbox next to each agency to whom a notification is to be sent.

To Be Done Locally

The “To be Done Locally” option is used for intakes that are marked “Sensitive” or reports that need “Special Handling” due to law enforcement involvement.

See:

3144.12 Law Enforcement

3423 Documenting Law Enforcement Notification in Sensitive Reports

3146.2 Add Jurisdiction Section

SWI Policy and Procedures March 2018

If an additional law enforcement agency notification is needed (such as JCIC), but that agency is not displayed in the Calculate Jurisdiction results, the intake specialist expands the Add Jurisdiction section. From this section, the intake specialist may search for additional law enforcement agencies either by name or by address. The intake specialist selects the correct agency from the choices provided, and then clicks the Add button. This will add the new agency to the list of already displayed agencies in the Law Jurisdiction section.

3150 Assigning, Submitting, or Closing a Report

SWI Policy and Procedures March 2018

Upon completion of a report, an intake specialist selects one of the available actions. For I&Rs and CRSRs this selection is made from the Report Information page, for intakes the selection is made from the Intake Actions page:

Assign: to place the report on another person’s or designated workload

Auto-Assign Checkbox: the checkbox is enabled for reports that are eligible for auto-assignment by IMPACT to the designated workload; if not enabled this feature is grayed out.

Close: to close the report at SWI

Submit: to place the report on the Supervisor Approval workload so that it remains in an editable state for review and final processing by a supervisor; when submitted the report is removed from the intake specialist's workload.

The following report types are submitted to the Supervisor Approval workload:

Sensitive reports,

CRSR – Protective Service Alert, and

CRSR – Request for Local Pub Svc – due to no locating.

This allows an intake supervisor to review the report before it is completed.

Once submitted, an intake supervisor reviews the report, makes any necessary edits, and completes any additional documentation requirements. The intake supervisor then Closes or Assigns the report as appropriate.

3151 Saving a Report to an Intake Specialist’s Own Workload

SWI Policy and Procedures March 2018

Reports on an intake specialist’s workload are automatically saved when the intake specialist moves to another page in the report or opens a new report. Narratives are saved using the Save icon within the Narrative documentation page. An intake specialist may need to save a report to his or her own workload when:

  •   stacking a call (see 1820 Managing the Workload, under the subheading Stacking Calls);

  •   processing a dual report (see 3160 Contacts Resulting in More Than One Report); or

  •   pending the processing of a report when necessary, so that the specialist may return to complete the report later.

3152 Locating a Report From an Intake Specialist’s Own Workload

SWI Policy and Procedures March 2018

From the Workload Overview section on the SWI Landing Page within IMPACT, the intake specialist:

  •   selects the Workload tab, which brings up the intake specialist’s workload;

  •   selects the desired link in the column titled Stage Name, to open the report to be completed; the report opens to the Intake Actions page.

From the Intake Actions page the intake specialist can complete the report or go to the Report Information page to continue documenting the report.

3160 Contacts Resulting in More Than One Report

SWI Policy and Procedures March 2018

There are situations when more than one report results from the same contact. They may be either unrelated or related to each other.

Unrelated Reports

Unrelated reports are those that originate from the same reporter but the persons in the different reports have nothing to do with one another. For example a hospital social worker calls in a report on one family and then during that same call makes a report on a different, non-related family.

Related Reports (Companion Cases)

Related reports (also known as companion cases) come out of the same situation. There are situations when more than one report results from the same reporter because the persons involved in each report are related. Examples include:

  •   when the allegations involve both a CPS intake and an APS in-home intake for the same household;

  •   when a CCL intake and an I&R to CPS is required;

  •   when there are separate families living in one household. This requires two separate CPS intakes; or

  •   when an elderly couple is living in unsanitary living conditions. This requires two separate APS in-home intakes, one for each client.

When an intake specialist must generate more than one report, he or she utilizes the New Using feature to create the additional report(s).

3161 New Using Feature

SWI Policy and Procedures March 2018

The New Using feature allows intake specialists to duplicate reports without manually reproducing them. The New Using feature may be used for a report that has already been closed or is still open. When this feature is accessed from within the report, the feature is titled, "New Using Report" however if the feature is used from the Report Log, it is titled, "New Using."

After a report has been duplicated through the New Using Report feature it must be modified to fit the components of the new report that is being created. When utilizing the New Using Report feature, the intake specialist selects which sections of the previous report will be retained by clicking the checkbox beside the desired sections. An intake specialist must take care when making these selections, as any section which is not checked will be omitted from the new report, and therefore may need to be manually re-entered. Additionally, the intake specialist must make sure that the date and time of the report does not need to be changed (backdated.)

When to Use New Using

New Using is used to duplicate reports when the reports are related (companion cases) or when processing a Re-Entry, UTC, or CSCAL.

When Not To Use New Using Feature

New Using is not used to duplicate reports where the:

  •   Reports are unrelated

  •   Reports are closed cases unless the report is a Re-Entry, (including additional companion reports), UTC, or CSCAL

  •   Report where the reporter is the same as the original case.

3162 Modifying Related (Companion) Reports

SWI Policy and Procedures March 2018

When completing two or more intakes from the same reporter regarding the same situation, and using the New Using Report feature, the intake specialist is required to update the Report Type section, the Person List and Narrative page as well as any other applicable IMPACT fields to correctly reflect each report. Person Type, Roles, and Relationship or Interest codes must be changed on the Person List, along with narrative details, and allegations.

Update the Person List

When processing multiple intakes as a result of more than one family living in the household (CPS) or more than one client living in a home (APS In-Home), the intake specialist must make appropriate changes to the Type, Role, and Relationship or Interest codes for all the person on the Person List to accurately reflect the specific intake.

See 3125.1 Entering Names.

Use the Same Names

A person’s name in IMPACT is always attached to a Person ID number. Their Person ID number appears in the first case and in any cases to which the first case is related. Changes to a name will result in the name being changed in all cases connected to the assigned Person ID number. For this reason an intake specialist should never make changes to a person’s name after it is initially entered into an intake. Changes should only be made in companion cases, if necessary, to a person’s Type, Role, or Relationship or Interest code

Unnamed Persons

When duplicating a report using the New Using feature with unknown PRNs or COLs on the Person List, the intake specialist must take care to maintain the same Person ID number for each unknown person when making changes to his or her Person Type, Role, or Relationship or Interest Code.

Delete Persons Not Involved in the Additional Intakes

A person can be deleted from the Person List of intakes generated by the New Using Report Feature if he or she is not relevant to the report.

For example, a 2 year old household member would be appropriate on the Person List of a CPS intake, but should be deleted from the APS In-Home intake.

Add a Principal or Collateral

If the name of a principal or collateral must be added to the second intake, and that individual was not included in the first intake, the new name is added as a new person on the Person List. The already existing names on the Person List should not be modified, since the names are associated with a Person ID in IMPACT.

Edit the Narrative

Additionally, the Narrative must be changed so that the information relates to the correct victim.

For example, if an intake specialist completes both a CCL and CPS intake from one contact, the CCL intake Narrative should be specific to CCL and the CPS intake Narrative should be specific to CPS. When taking multiple intakes because more than one family lives in the household (CPS) or more than one client lives in a home (APS In-Home), the intake specialist must make changes to reflect the specific intake.

3170 Re-Entering a Report in IMPACT (Re-Entry)

3171 Definitions of Re-entry and Re-Entry Queue

SWI Policy and Procedures March 2018

A re-entry is when a report (that is, an intake, I&R, or CRSR) must be reproduced in IMPACT because of an error or technical problem.

The Re-entry queue is the dedicated phone option (1-800-252-3223; or 512-929-6920 and ask for the re-entry queue/select option #2) that is used by program staff to request a re-entry.

3172 Receiving a Re-Entry at SWI

SWI Policy and Procedures March 2018

Intake Specialists Assigned to the Re-Entry Queue

Most requests for re-entry come through the Re-Entry Queue and are handled by a dedicated team of intake specialists. When a re-entry is completed by an intake specialist assigned to the re-entry queue he or she also performs the following actions:

  •   fills out the Re-Entry Feedback template available on SWIndex (SWI’s internal directory for resources such as templates, logs, and hotline-related materials); under the Support and EBC tab and

  •   sends the completed template to the supervisor of the specialist who generated the original report.

      Re-entry for Report ID XXXXXX at the request of (name, program, title) because of (reason for the re-entry).

Intake Specialists Not Assigned to the Re-Entry Queue

If an intake specialist, not assigned to the re-entry queue, receives a request by phone from DFPS staff for a re-entry, the call is transferred to the re-entry queue. If the request is received through the internet, mail or fax, the intake specialist consults a supervisor.

SWI Supervisor or Worker V

If a SWI supervisor, worker V, or acting supervisor discovers that a report (that is, an intake, I&R, or CRSR) needs to be re-entered into IMPACT because of a technical problem or because SWI caused an error, the supervisor, worker V, or acting supervisor:

  •   re-enters the report his or herself; or

  •   assigns the re-entry to an intake specialist.

See 3174.4 Completing the Re-Entry in IMPACT.

Program Improvement

If a Program Improvement staff member discovers the need for a re-entry, he or she contacts a supervisor who facilitates the completion of the re-entry.

3173 Re-Entry Requests Received from APS, CPS, and CCL Staff

SWI Policy and Procedures March 2018

This section identifies the process for requesting a re-entry by program staff.

3173.1 Reasons for Requesting a Re-Entry

SWI Policy and Procedures March 2018

Program staff request SWI to re-enter a report in IMPACT when a new report must be completed to correct specific problems or errors. A delay in making a re-entry request may create a safety issue.

Requests for re-entry are made under the circumstances explained below:

  •   An intake was entered for one program, but should have been classified as another program; for example, a report is marked as an APS In-Home Investigations (APS) intake, but needs to be an APS Provider Investigations (AFC) intake.

  •   A related (companion) report is needed, but was not completed at the same time that the original report was entered. The companion report may be for a different or the same program.

  •   An I&R or case-related special request (CRSR) needs to be re-entered as an intake.

  •   A narrative is missing. Local office staff must have the narrative before they can initiate an investigation. Once the re-entry has been completed, SWI advises the requestor to submit a request to remove the problematic intake through the Make Your Own Ticket site.

  •   The date and time of a report needs to be changed. This can happen for a variety of reasons. Once the re-entry has been completed, SWI advises the requestor to submit a request to remove the problematic intake through the Make Your Own Ticket site.

  •   An error occurs in IMPACT (for example, a report will not progress from the intake stage or to the investigations stage,)

  •   An intake that was not progressed from the Intake stage, but has been closed by program staff; for example, the report was downgraded to priority none (PN).

  •   A Licensing report (intake or I&R) did not automatically populate the CLASS application.

  •   An I&R was sent to an open APS In-Home or APS Provider Investigation case; however, even though the case still displays an open status, a disposition has been recorded and therefore no additional casework can be performed and a new case must be entered.

  •   One person’s information was inaccurately related to another person’s record in the IMPACT database and the DFPS Data Corrections department requires a re-entry. For a definition of the Relate function, see 3211.3 Determining Whether to Relate the Person.

Re-entry requests for any other reasons are invalid and must be staffed with a supervisor.

3173.2 Changes That Can Be Made to a Report by Program Staff

SWI Policy and Procedures March 2018

The following changes can be made by program staff. The changes do not require a re-entry request:

  •   Change a report’s priority.

  •   Reassign a report to a different county.

  •   Designate a report as requiring a Special Handling status, or add, modify, or remove sensitive details from a report.

  •   Change the status of an APS In-Home intake that is in open status on the Intake Actions page.

  •   Change a case name.

  •   Correct the resource name documented in an intake for either CCL or APS Provider Investigations (AFC).

If program staff have questions regarding the CPS screener’s eligibility questions, they are referred to the regional screener.

3173.3 Removing a Problematic Report from a Workload

SWI Policy and Procedures March 2018

SWI staff do not have the capability of removing problematic intakes from the workloads of field staff. After SWI staff re-enter a report in IMPACT, program staff submit a request to remove the problematic intake through the Make Your Own Ticket site.

3173.4 Notifying the Customer Service Center about a Problematic Report

SWI Policy and Procedures March 2018

APS, CPS, and CCL staff notify the Customer Service Center (CSC) about a technical problem with a report when a problem occurs in any stage other than the Intake (INT) stage.

3174 SWI Procedures for a Re-Entry

SWI Policy and Procedures March 2018

Below are the procedures for evaluating and processing re-entries at Statewide Intake.

3174.1 Evaluating the Re-Entry Request

SWI Policy and Procedures March 2018

An intake specialist processing a re-entry must verify that the requestor is a DFPS staff member who is authorized to request a re-entry.

Validity of the re-entry request is established if the reason for the re-entry request matches those spelled out in section 3173.1 Reasons for Requesting a Re-Entry.

If the requestor has called only for guidance on how to delete a report from a workload, the intake specialist advises the requestor to submit the request to remove a problematic intake through the Make Your Own Ticket site.

If the intake specialist: Then the intake specialist:

agrees that the re-entry is valid (meets one of the identified reasons in section 3173.1 Reasons for Requesting a Re-Entry); and the re-entry has been authorized by a program supervisor or, if needed, a higher level position.…

completes the re-entry.

disagrees that a re-entry is warranted …

asks the requestor if the re-entry has been authorized by a program PD, PA, RD, or manager.

If the re-entry request was authorized by a program director or higher level position, the re-entry may be completed. The staff member calling in the re-entry request does not need to be the person who is giving the authorization; another staff member may relay the authorization. However if the intake specialist still has questions about the validity of the re-entry, an intake supervisor is consulted.

NOTE: If the re-entry request is made for a different program the authorization must be from the receiving program's PD, PA, RD, or manager.

If the re-entry request was not authorized by a program director or higher level position, the intake specialist staffs with an intake supervisor. If the staffing supervisor agrees that the request is invalid, the intake specialist requests that the program staff member obtain the necessary authorization in order to complete the re-entry. If the authorization for the re-entry request is not obtained the re-entry request is not completed. If the re-entry request is not processed, the submitted information is closed as an I&R Other Business Call.

3174.2 What to Ask From Requestors of a Re-Entry

SWI Policy and Procedures March 2018

When processing a re-entry request, the SWI intake specialist asks requestors to provide the following information:

  •   The requestor’s name

  •   The requestor’s phone number

  •   The requestor’s work email address

  •   The requestor’s region and county

  •   The requestor’s program

  •   The case number or report ID of the report that needs to be re-entered

  •   The reason that the report needs to be re-entered

  •   The name of the facility, if the re-entry is a for a report related to Licensing or APS Provider Investigations

  •   The name and title of the person authorizing the re-entry

  •   The date and time to be used in the new report. Typically it is the date and time of the original report, with the following exceptions:

  •   If the investigation has already been initiated by the program requesting the re-entry, the date and time need to be changed to the date and time specified by the program.

  •   If the re-entry involves a report for another program, the date and time used for the new report is the date and time that the re-entry request is initiated.

If any of the information is not known but is needed in order to process the re-entry, the intake specialist asks the requestor to call back when he or she can provide the information.

3174.3 Documenting a Re-Entry Request in IMPACT

SWI Policy and Procedures March 2018

All re-entry requests are documented as an I&R – Other Business Call. If the request is valid, the intake specialist generates this I&R in addition to the new report.

In the I&R – Other Business Call, the intake specialist:

1.   enters on the Report Information page, in the Entry section the name, address, and phone number of the Requestor;

2.   enters in the In Re field the same information that was entered in the original case for which re-entry is being requested;

3.   selects the I&R type of Other Business Call;

4.   documents in the Narrative:

  •   that the program is requesting the re-entry,

  •   the reason for the re-entry request,

  •   the Report ID or case number of the report being re-entered,

  •   whether the date and time needs to match the original report, or whether the current date and time of the re-entry request must be used, and

  •   the name of the supervisor or higher-level staff member requesting or authorizing the re-entry;

5.   saves the Narrative;

6.   provides the requestor with the Report ID of the I&ROther Business Call; and

7.   follows the procedures explained in 3174.1 Evaluating the Re-Entry Request

3174.4 Completing the Re-Entry in IMPACT

SWI Policy and Procedures March 2018

To complete a properly authorized and valid re-entry in IMPACT the intake specialist accesses the original report and uses the New Using feature to create the new report. Pertinentportions of the original report are selected to use in the re-entered report, as appropriate.

On the Intake Information section of the Entry section on the Report Information page of the new intake, the intake specialist:

  •   selects the checkbox labeled Re-entry;

  •   selects from the drop-down list the appropriate reason for the re-entry, from the following options:

Backdating: When field staff request that SWI re-enter an original report and correct the date and time on the intake so that the date and time on the intake coincides with the prior date and time that field staff initiated the investigation.

Child Safety Review: Used for any re-entry request made by a child safety specialist when it has been determined that the case should not have been closed. (This option is rarely used.)

Field Error: Used when field staff closed a case in error.

SWI Error: Used when a report cannot be acted upon due to an error made by SWI staff, such as when an assignment is made to the wrong program.

Technical Problems: Used when a report cannot be processed because of technical problems with IMPACT, such as when a report does not progress to the next stage.

Other: Used for a re-entry request that does not fit in one of the categories listed.

  •   enters the following statement in the Narrative, with the appropriate information included:

      Re-entry for Report ID XXXXXX at the request of (name, program, title) because of (reason for the re-entry).

  •   documents his or her own name and title (intake specialist) below the Narrative for the original report.

  •   documents any special instructions provided by the requestor and processes accordingly. If there are no special instructions, the intake specialist processes the report according to standard SWI routing procedures.

3174.5 If the Re-Entry Request Is Invalid

SWI Policy and Procedures March 2018

If the re-entry request is invalid due to not meeting established reasons and not having required approval, the intake specialist:

  •   documents the reason why the request was declined as an I&R – Other Business Call;

  •   provides the requestor with the steps that need to be taken if they disagree with the determination made by Statewide Intake; and

  •   closes the report.

3174.6 Re-Entry Requests That Must Be Processed by a SWI Supervisor or Worker V

SWI Policy and Procedures March 2018

Intake specialists do not have access to call recordings or sensitive cases.

If a re-entry request involves a sensitive case or if it is necessary to access the recording of a call, the intake specialist consults with a SWI supervisor or worker V assigned to the staffing queue.

If the supervisor or worker V determines that the request is valid, the intake specialist does as follows:

  •   documents in the Narrative of the I&R – Other Business Call the reason the request was given to a supervisor or worker V and the name of the supervisor or worker V completing the re-entry

  •   provides the Report ID of the I&R – Other Business Call to the staffing supervisor or worker V, and

  •   closes the report.

The supervisor or worker V may processes the re-entry his or herself or facilitate the re-entry by providing the intake specialist the details needed to complete the report.

If the report is sensitive, see 3400 Procedures for Sensitive Reports.

3174.7 Re-Entry Requests Received through Mail, Fax, or Internet

SWI Policy and Procedures March 2018

Occasionally, a re-entry request is received by fax or through the internet reporting system. If the request contains sufficient information to determine that the request is valid, the intake specialist documents the request by turning the submitted e-report or mail/fax correspondence into an I&R Other Business Call and documents according to the procedures spelled out in 3174.3 Documenting a Re-Entry Request in IMPACT. The intake specialist then New Uses the original report to create the re-entered report.

However, if insufficient information or inadequate approval is provided, the intake specialist attempts to contact the requestor on the requestor's office phone to obtain clarification.

If contact is made, and the information supports a re-entry, then the re-entry request is documented by turning the submitted e-report into an I&R Other Business Call. The original report is New Used to create the re-entry.

If contact is made, but the information provided does not support a re-entry or the requestor disagrees with SWI's decision, the intake specialist follows the procedures in 3174.1 Evaluating the Re-Entry Request.

If no contact is made, then a voice mail message is left for the requestor explaining why the request cannot be completed and asking the requestor to contact the re-entry queue. The submitted report containing the request is closed as an I&R Other Business Call.

All call-outs to field staff to obtain clarification and details on requested re-entries are documented as an I&R Call Back and are Closed.

3174.8 When the Data Corrections Department Requests a Re-Entry

SWI Policy and Procedures March 2018

If a Data Corrections staff person identifies a report that needs to be re-entered, he or she must contact the SWI re-entry queue to request the re-entry.

If a Data Corrections staff person identifies a report that was not handled correctly by SWI, but the report does not need to be re-entered, he or she sends an email to the SWI Program Improvement Unit.

3175 Re-Entering a CRSR that is Generated Due to a Lack of Locating Information

SWI Policy and Procedures March 2018

A CRSR is completed when SWI requests assistance in finding a family from FINDRS and Missing Persons Clearing House (MPCH) due to a lack of locating information. See 2221.1 Generating a CRSR When There is Not Enough Locating Information for a CPS Intake.

When locating information is received from FINDRS (Family Inquiry Network/Database Research System) via email, the correspondence is assigned by IEX to an intake specialist for re-entry into an intake. When locating information is received from MPCH (Missing Persons Clearing House) via email, the correspondence is assigned by a program administrator or supervisor to any intake specialist for re-entry. The correspondence from FINDRS or MPCH with the new locating information will contain the original Case Number, enabling the retrieval of the information from IMPACT and allow re-entry of the report.

Procedures for Re-Entry

The intake specialist:

  •   completes the correspondence as an I&R Other Business Call, documents the new report number in the Narrative, and closes the I&R.

  •   creates a new report from the original CRSR through the New Using function.

  •   The re-entry uses the date and time that the re-entry is being completed (the report is not back-dated).

  •   The reason for re-entry is Other.

  •   The reporter who was documented in the original CRSR is the reporter for the new report; the documented reporter is not FINDRS or MPCH.

  •   the intake specialist documents that the locating information was received from FINDRS or MPCH in the reporter’s Person Notes, as well as any contact information for the FINDRS or MPCH staff member. The original Report ID number is also documented in the reporter’s Person Notes.

  •   all other re-entry procedures are followed as normal. See 3174.4 Completing the Re-Entry in IMPACT.

Considerations When Re-Entering the CRSR

If the intake specialist disagrees that the information meets the definition of abuse, neglect, or exploitation or believes that a CPS PN is now appropriate due to the time that has passed since the original report, then the report is staffed with a supervisor. See 2180 Consulting (Staffing) With the Intake Supervisor and 4334 Reasons for Assessing a PN.

If the locating information is for the alleged perpetrator or household member of the alleged perpetrator and locating information for the victim is still unknown, the county of the intake is the county where the alleged perpetrator lives.

3200 Searches

3210 Person Search

SWI Policy and Procedures March 2018

Principals and Reporters

Intake specialists perform searches on all principal (PRN) sources and reporters. The goal is for each person to be assigned one unique Person ID number so the system contains an accurate history that tracks that person in past and future reports.

Exceptions

Person searches are not required for persons who are anonymous reporters and those principal persons who are identified as an “Unknown” on the person list.  If all Principals are unknown, but there is an address, the address needs to be searched.  However the address does not need to be searched for each unknown principal with the same address.

Collateral Sources

Person searches are not completed for collateral (COL) sources, unless that person is also the reporter.

Exceptions

  •   If search results could affect the priority decision, a search is completed on the collateral in question.

  •   If field staff or law enforcement needs a search on a collateral for placement purposes, a search on the collateral in question is completed.

3211 Performing Person Searches From The Person List

SWI Policy and Procedures March 2018

If the report requires a Person List, intake specialists search from the Person List. There are three steps to searching from the Person List:

1.   Launching a person search;

2.   Viewing person search results; and

3.   Relating the person, if appropriate.

3211.1 Launching Person Searches

SWI Policy and Procedures March 2018

IMPACT automatically launches a person search when a Report Person Detail page is created for the person. If there is an L in the SCH column on the Person List, this means IMPACT launched a person search for that person. If there is not an L in the SCH column, the intake specialist manually launches a search for that person.

To launch a search, intake specialists:

1.   Click the name on the Person List associated with the person whose search they need to launch. The Report Person Detail page opens.

2.   Click the Perform Search checkbox at the bottom of the page.

3.   Click Continue. The Report Information Page appears. IMPACT launches a search in the background, and an L appears in the SCH column of the Person List. The search is ready to view.

3211.2 Viewing Person Search Results

SWI Policy and Procedures March 2018

After a search is launched, the search results can be viewed to determine whether the person should be related to an existing Person ID number. To view the results, intake specialists:

1.   Choose the row checkbox on the Person List for the person whose search results they want to view; and

2.   Select View Search.

The Person Search page appears with search results in the table at the bottom of the page. While a search is being viewed, it may be necessary to adjust the search criteria to further research the person. From the Person Search page, intake specialists can adjust the search criteria and press Search to run the search again.

If the search results show a match to a person with a blue diamond next to their name, the intake specialist must staff the report with a supervisor to determine if the report needs to be sensitive.

For different ways of performing person searching on the Person Search page, see 3212 Performing Searches From the Person Search Tab.

3211.3 Determining Whether to Relate the Person

SWI Policy and Procedures March 2018

After intake specialists view a search, and find a match, they need to relate the person. When intake specialists relate, they connect the person in the current report to a person already in the IMPACT database. A person can only be related to one match in IMPACT.

The intake specialists scan through the person search results in the Person Search page table to find people who match the current person. The names, dates of birth, addresses, and social security numbers are compared to determine whether the person in the current report already has a Person ID number in IMPACT.

Case history may also need to be explored to make this decision. To learn about exploring case history, refer to the Exploring Case History section of the Statewide Intake IMPACT User Guide.

Intake specialists do not relate if they are unsure there is a match or if the person has a blue diamond next to the name. Instead, intake specialists document the Person ID number as a possible match or match to an employee in the individual's Person Notes on his or her Report Person Detail page.

3211.4 Potential Duplicates

SWI Policy and Procedures March 2018

When performing person searches, more than one matching result may be found for the same person. The purpose of the Duplicate checkbox is to reduce duplication in the IMPACT database.

When determining whether to identify a search result as a potential duplicate, intake specialists use the same criteria as determining whether to relate a person. The persons that are not selected for the relate are marked as potential duplicates.

If a potential duplicate was not marked during the relate process, the Person ID number is manually entered in the Potential Duplicate section on the related person's Report Person Detail page.

3211.5 Relating the Person

SWI Policy and Procedures March 2018

If relating is appropriate because the person in the current report matches someone already in IMPACT, intake specialists:

1.   Click the Relate radio button for the match.

If there is more than one match:

a.   Select the oldest Person ID or the Person ID associated with an open case; and

b.   Click all applicable checkboxes in the Duplicate column.

2.   Select Relate. The Relate Person side-by-side comparison page opens.

3.   Scan the historical IMPACT data on the right and click the appropriate radio buttons to select the information that will be made primary and displayed for the person. It is important that the intake specialist chooses the most accurate and current information.

  •   IMPACT defaults all radio selections, except date of birth and Social Security number, to the information entered in the current report. If information was not entered into a field and historical data exists, IMPACT selects the historical data by default.

  •   If an intake specialist relates to a child currently in CPS conservatorship, IMPACT will not allow any historical data to be overwritten.

4.   Click Complete.

When the Report Person Detail page is opened for a related person, the relate indicator appears to the right of each Report Person Detail page field where the information came from historical IMPACT data. This icon helps distinguish between the information the intake specialist entered and the information obtained from IMPACT.

Once the searches have been completed, a V is displayed in the SCH column, to indicate the search results were viewed but not related; or an R is displayed if the person was related to a match in IMPACT.

If the intake specialist is unable to relate, the specialist documents in the Person Notes the possible match as well as an explanation of any problems encountered while attempting to relate, such as computer issues or data access errors.

3211.6 Unrelating a Person

SWI Policy and Procedures March 2018

If a person is incorrectly related, intake specialists must unrelate the person records. To do this, the intake specialist:

1.   Chooses the row checkbox on the Person list for the person whose needs to be unrelated.

2.   Selects Unrelate.

The related person information is removed and the initial person information is restored.

If changes were made to the information regarding a related person and the intake was saved, then those changes were saved to the database. After unrelating, the intake specialist must ensure that all original data associated with the person is restored.

3212 Performing Searches From the Person Search Tab

SWI Policy and Procedures March 2018

Intake specialists can also perform person searches using the Person Search secondary tab in another browser window using a variety of information. To search for a person using the Person Search page, the intake specialist uses information such as his or her:

  •   Social Security Number;

  •   Person ID number;

  •   Phone number;

  •   Name or partial name;

  •   Date of Birth; or

  •   Address.

If intake specialists choose to search by social security number, Person ID number, and phone number, they cannot use any other search criteria (for example: name, date of birth, or address) to narrow the results.

Searching a Person by Name Using a Phonetic Name Search

This type of search works best when a person's first and last name are known, but very little about their locating information is known. For example, when trying to find history on Maria Hernandez who currently lives in Dallas, but previously lived in Amarillo, the intake specialist:

1.   Chooses the radio button for Phonetic Name and/or Partial Address;

2.   Enters the person's name in the appropriate fields. a last name, at minimum;

3.   Enters the person’s gender, date of birth, or age, if available; and

4.   Presses Search.

The search results appear in the table at the bottom of the page. The intake specialist uses the Filter icon to narrow the search results further by other criteria like address, city, or county.

Searching a Person by Name Using a Partial Name Search

This type of search works best when it is unclear how the person's name is spelled. For example, it is known that the person's first name is Sally, but her last name might be Johnson or Johnston. Enter "Sally" in the First field and "John" in the Last to get results for "Sally Johnson", "Sally Johnsen", and "Sally Johnston". The intake specialist:

1.   Chooses the radio button for Partial Name and/or Exact Address;

2.   Enters at least THREE characters in the First field;

3.   Enters at least THREE characters in the Last field;

4.   Enters the person’s gender, date of birth, or age, if available; and

5.   Presses Search.

The search results appear in the table at the bottom of the page. The intake specialist uses the Filter icon to narrow the search results further by other criteria like address, city, or county.

Searching a Person by Address Using a Partial Address Search

This type of search works best when a person(s) name is not known, but the person(s) living at a particular address may have IMPACT history. For example, the family's address is known, but the anonymous neighbor could only provide approximate ages and genders for the family. The intake specialist:

1.   Chooses the radio button for Phonetic Name and/or Partial Address;

2.   Enters at least part of the street name in the Address Line 1 field;

3.   Enters the name of the city OR select a county from the county list;

4.   Enters the person’s last name or date of birth, if available; and

5.   Presses Search.

The search results appear in the table at the bottom of the page. The intake specialist uses the Filter icon to narrow the search results further by other criteria like name, age, gender, city, or county.

Searching a Person by Address Using an Exact Address Search

This is the most restrictive type of person search that can performed. This search method does not work unless the address is exactly as it appears in IMPACT when the address is validated by IMPACT. The intake specialist:

1.   Chooses the radio button for Partial Name and/or Exact Address;

2.   Enters the address criteria exactly as it appears when IMPACT validates it;

3.   Enters at least THREE characters in the First and Last fields, if available; and

4.   Presses Search.

The search results appear in the table at the bottom of the page. The intake specialist uses the Filter icon to narrow the search results further by other criteria like name, gender, date of birth, or age.

Searching a Person by Alias

When searching for a person with an alias, the intake specialist accesses the Person Search page, enters the alias in the name fields and presses Search.

If a person is entered into IMPACT with a primary name and an alias (such as a nickname or maiden name), AKA displays in the Match column.

If the only name previously entered into the system is an alias, the alias will be the primary name in the system.

3213 Person Comparison Feature

SWI Policy and Procedures March 2018

The Person Comparison feature, located at the bottom of the search results page is used to compare possible matches between the person in the current report that has been searched and potential matches that are displayed in the search results. The Person ID number for the person in the current report is auto-filled in Person 1. Entering a Person ID number from the search results into Person 2 allows for a side-by-side comparison of person and demographic details. This aids in correctly relating and in choosing potential duplicates for a person.

3220 Case History Search

SWI Policy and Procedures March 2018

Case history may be reviewed for person lists in prior cases as well as examining narratives from previous intake reports, allegations, and case dispositions.

Case history can be found in IMPACT in two ways as described below.

Through the Person Link

1.   Click on a person’s name in the results section of the Person Search page. The Person Detail page is displayed.

2.   Within the Current Stage section, click the View Options drop-down list.

3.   Select View Case List to see a list of cases pertinent to the person you searched.

The case may be opened by clicking the Case ID number.

Through the First Level Case Tab

1.   After clicking the first level Case tab, The Case Search page opens.

2.   Enter a known Case ID number into the Case ID number field.

3.   Click the Search button. The specified case will display.

The case may be opened by clicking the Case ID number.

Multiple Cases with One Case ID Number

A Case ID number may have more than one case within it. These are known as merged cases and may be identified by a black check mark in the “Mrg” column on the Case List page and on the Case Summary page.

3221 Event Search

SWI Policy and Procedures March 2018

The Event List contains all events that have taken place on a particular report.

I&R Event List

To view the event details of an I&R, click on the I&R hyperlink in the “Classification” column from the Results section of the Report Log.

Case Event List

To view the event details of a case or CRSR, access the Case Summary page.  From the third level tabs, click on Event List tab.

It is also possible to view the event list from a single report by clicking on the hyperlink for the specific program in the “Classification” column from the Results section of the Report Log.

3230 Resource Search Within IMPACT

SWI Policy and Procedures March 2018

Intake specialists use resource searches to learn more about resources to aid in assessment or to complete certain reports in IMPACT. Intake specialists can learn which agency or program has investigational jurisdiction, what the facility type is, which types of services are provided, what the correct name or address is, and the areas served.

The Resource Search secondarytab within the Intake primary tab in IMPACT allows intake specialists to search for a variety of resources in the Resource Directory. Some resources include:

  •   all facilities that DFPS uses, including:

  •   mental health facilities;

  •   facilities for persons with intellectual disabilities;

  •   residential child-care operations;

  •   day care operations; and

  •   HCS group homes;

  •   HCSSAs;

  •   law enforcement agencies;

  •   service providers;

  •   hotlines; and

  •   schools.

Facilities licensed by Health and Human Service can be found on the Long-term Care Provider Search page.

Additional information may be found in the State Agency Jurisdiction Chart on the Intake Procedures page of the SWI Safety Net, Assessment section, under the Jurisdiction Charts heading.

3231 Performing Resource Searches

SWI Policy and Procedures March 2018

Intake specialists perform resource searches through the Resource Search secondary tab from within the Intake primary tab. Intake specialists also access the Resource Search tab while completing the Resource section on the Report Information page.

See 3126 Resource Section.

As with many other searches in IMPACT, the best results on the Resource Search tab are found by entering less search criteria first and then narrowing down the results to find the specific resource. Although intake specialists can perform resource searches using any of the available search criteria, a majority of resource searches are done by:

  •   Zip code;

  •   Address;

  •   Resource Name; or

  •   Phone Number.

The intake specialist follows the instructions below to search for a resource by different search criteria.

Searching for a Resource by Zip Code

Usually, the most effective and efficient method is to search for a resource by zip code. This results in a limited list of possible matches that intake specialists can easily review or filter to find the correct resource. The intake specialist:

1.   Chooses the radio button for Partial Name and/or Exact Address.

2.   Chooses a Resource Type from the list if the intake specialist wants to search a specific resource type.

a.   Uses Other Facility to search for a DCL or RCL regulated facility; or

b.   Uses MHMR Facility to search for an APS Provider regulated facility.

3.   Enters the zip code.

4.   Presses Search.

The search criteria section collapses and the search results appear in a table at the bottom of the page.

Searching for a Resource by Address

This method is used to search for a resource by address. Intake specialists can perform a partial address search or an exact address search.

The Phonetic Name and/or Partial Address option searches for resources by partial address. For example, if the intake specialist knows the resource is on Mason Road in Katy, Texas, enter "Mason" as the street address. The search results include all resources with "Mason" in the street address. This type of search is more comprehensive and returns the most results.

The Partial Name and/or Exact Address option searches for resources by exact address. This search option does not return results unless the intake specialist searches for the address exactly as it appears in IMPACT. This type of search is very restrictive and returns the least results. The intake specialist:

1.   Chooses the radio button for Phonetic Name and/or Partial Address or Partial Name and/or Exact Address.

2.   Chooses a Resource Type from the list to search for the following resource types.

a.   Uses Other Facility to search for a DCL or RCL resource; or

b.   Uses MHMR Facility to search for an APS Provider resource.

3.   Enters the street address information in the Address Line 1 field.

4.   Enters the city in the City field.

5.   Presses Search.

The Search Criteria section collapses and the search results appear in a table at the bottom of the page.

Searching for a Resource by Name

This method is used to search for a resource by name. Intake specialists can perform a phonetic name search or a partial name search.

The Phonetic Name and/or Partial Address option searches for resource names that sound like the search criteria. For example, if the intake specialist enters "kids", the search results include "kids" and "kidz".

The Partial Name and/or Exact Address option searches for resource names that contain the search criteria. For example, if the intake specialist enters "eco", the search results include "secondary", "recovery", "eco", "Necole", etc. The intake specialist:

1.   Chooses the radio button for Phonetic Name and/or Partial Address or Partial Name and/or Exact Address.

2.   Enters the resource name in the Resource Name field.

3.   Chooses a Resource Type from the list.

a.   Uses Other Facility to search for a DCL or RCL resource; or

b.   Uses MHMR Facility to search for an APS Provider resource.

4.   Presses Search.

The Search Criteria section collapses and the search results appear in a table at the bottom of the page.

Searching for a Resource by Phone Number

This method is used to search for a resource by phone number. The intake specialist:

1.   Selects Phone Number from the Number Type list.

2.   Enters the phone number in the Number field. Additional search criteria cannot by entered in other fields.

3.   Presses Search.

The Search Criteria section collapses and the search results appear in a table at the bottom of the page.

Refining Resource Search Results Using Other Search Criteria

Search results can be refined by entering information into a variety of other fields and drop-down lists on the Resource Search tab. These include:

  •   Number Type;

  •   Search Type;

  •   Resource Name;

  •   Resource Type;

  •   Resource Status;

  •   Facility Type; and

  •   Address.

Refining Resource Search Results Using Filters

Search results can also be refined by using the Resource Search Filters icon to filter the Resource Search results. Pressing the icon turns on the filter and text fields appear beneath the table column headers. Entering text in any of the fields will filter the Resource Search results to locate a specific resource. This is helpful when searching for something very specific among a large number of results.

3232 Resource Missing from Resource Directory

SWI Policy and Procedures March 2018

If a resource (law enforcement jurisdiction, facility, provider, and so on) cannot be located in the Resource Directory after proper searching, it may be because this information was never entered into IMPACT.

If a resources is missing from the Resource Directory, the intake specialist enters the correct resource in the intake (for example, the name of an unlicensed day care would be entered manually by the intake specialist in the Resource Details section on the Report Information page).

3233 Resource Search for Foster Homes

SWI Policy and Procedures March 2018

See 5461 Resource Section for RCCL Reports.

3240 Other Searches

3241 Internet Search

SWI Policy and Procedures March 2018

The internet can be used to find pertinent details for the report. Search programs within HHSC, Google and Bing or just the search engines themselves may provide information to complete the report. 

Examples:

  •   Using Google to find the street address for the Manor Apartment Complex where the mother lives.

  •   Using Whitepages.com to reverse look-up phone numbers.

  •   Using the Long Term Search Provider database to determine if a facility is under HHSC jurisdiction

When results are obtained through an internet search the intake specialist documents in the person notes that the information came from an internet search.

3242 Social Media Search

SWI Policy and Procedures March 2018

If a reporter indicates that information is available on a personal social media website (for example, a client’s Facebook page), the intake specialist may search for the information using the social media website as long as the intake specialist is not logged into his or her personal social media account. Generally, searching for a person or information in this way is only successful when the subject of the search has no privacy settings. Therefore, these searches may produce few viewable results.

To illustrate, if a reporter indicates that there may be photographs of unsafe living conditions on the Facebook page of a child placing agency (CPA), the following steps may be used to conduct a general search:

  •   The intake specialist searches the name of the CPA through an internet search engine. In the list of results, the specialist finds a link to the CPA’s Facebook page.

  •   The intake specialist clicks on the link and is taken to the CPA’s Facebook page, which is open to the public.

  •   The intake specialist may then view any posts on the site that are open to public viewing. If the posts are not open to the public, the intake specialist must not sign in to his or her own personal account to access the information.

  •   If the intake specialist gains information to be included in an intake, the source of the information is documented in the reporter’s Person Notes.

Information Discovered Inadvertently by Intake Specialist

On occasion, an intake specialist may inadvertently come across information regarding abuse, neglect, or exploitation while on his or her own personal social media account. For example, a friend may share a photograph of an injured child who is identified as residing in Texas. If this occurs, the intake specialist must make a report either through the Texas Abuse Hotline Website or by calling the hotline, the same as any other professional reporter.

For additional guidance on the use of social media, see:

DFPS Human Resources Manual Chapter 4, Part D, Social Media

2110 Methods of Making a Report of Abuse, Neglect, or Exploitation to SWI

3121.22 Reporter Person Notes Field

3243 TIERS: The Texas Integrated Eligibility Redesign System

SWI Policy and Procedures March 2018

TIERS is a statewide data system that contains information about individuals who have applied for state assistance, such as Temporary Assistance For Needy Families (TANF), food stamps, Medicaid, and Supplemental Security Income (SSI).

TIERS can be used to find names of household members, dates of birth, Social Security numbers, addresses, and SSI statuses when the information is vital to the report. TIERS searches are completed only when information that is necessary for the assessment or processing of a report is unavailable.

When a TIERS Search Is Necessary

Facts such as ages, physical addresses, and nature and degree of disabilities are usually vital information that may impact eligibility for services, investigative jurisdiction, risk assessment, ability to locate an alleged victim, and so on. For example:

  •   The reporter does not know the ages of the children in the home and there is a significant reason to know the ages, such as:

  •   the reporter alleges that children are left home alone but is not sure of the ages; or

  •   the reporter alleges sexual abuse of a teenager by a parent but is not sure whether the alleged victim is 17 years old or 18 years old.

  •   The reporter knows that an adult who is alleged to be in a state of abuse, neglect, or exploitation is close to 65 but does not know the person’s exact age.

  •   Police find a person age 65 or older wandering, and the person is able to give his or her name but not his or her address.

  •   The reporter has a post office box for a client or family but does not know the physical address or directions (common with school staff reporters), or the reporter does not know the client’s or family’s address.

TIERS searches add to report processing time and are conducted only when demographic information is needed for assessment or processing of a report.

If not enough locating information is known to process an intake for CPS, RCCL, or DCL, a TIERS search is completed to try to obtain sufficient locating information. For more information regarding a lack of locating information and the assessment or processing of the report, see 2221.1 Generating a CRSR When There is Not Enough Locating Information for a CPS Intake and 3711 Processing a CRSR that is Assessed Due to a Lack of Locating Information.

See the SWI TIERS Quick Reference page on the DFPS intranet for forms for employee access.

Intake specialists who need a TIERS search send a request for assistance through the instant message (IM) system to staff who have “(TIERS)” next to their names in the IM Contact List. Only these people are sent an IM. A floor-wide IM is not sent.

3244 License Plate Searches

SWI Policy and Procedures March 2018

Intake specialists who need a license plate search send a request for assistance through the instant message (IM) system to staff who have “LPC” next to their names in the IM Contact List. Only these people are sent an IM. A floor-wide IM is not sent.

3245 Out-of-State IMPACT Search Requests

SWI Policy and Procedures March 2018

Once the faxed out-of-state (OOS) request is received it is entered into the Mail/Fax queue. Floor managers pull these requests out of the queue for distribution and processing by the E-Unit. The E-Unit specialist completes the search documenting the results as an I & R—"Req to exam/modify records." The E-Unit specialist calls the requestor and verbally provides the Report ID number and search results. If the requestor is not available, the E-Unit specialist leaves a voice mail with the SWI hotline number and the Report ID number.

When the E-Unit specialist is unable to contact the requestor, he or she leaves a message for the requestor to contact SWI for results of the search. Any intake specialist may provide the DFPS history results to an out-of-state law enforcement agency or another state’s protective service agency or an equivalent agency from a foreign country who calls back asking for the search results following the instructions below:

  •   The intake specialist obtains the Report ID provided to the requestor.

  •   If the requestor is unable to provide the Report ID, the intake specialist must locate the information on the Report Log using the requestor’s name. The intake specialist then verifies the requestor’s identity by having him or her recall the information previously faxed to SWI.

  •   The intake specialist communicates the information found in the Narrative to the requestor.

The intake specialist documents in IMPACT the following:

  •   The requestor's information on the entry page.

  •   The name of the main person being searched in the In Regards To section.

  •   The I&R type as Call Out.

  •   The initial Report ID number and a statement regarding the communication with requestor in the Narrative.

The I&R is closed.

If a Texas DFPS staff person calls SWI requesting a records check on someone in another state, the intake specialist refers the staff person to the other state.

3300 Reports Received through the Internet, by Mail, or by Fax

3310 Internet Reports (E-Reports)

SWI Policy and Procedures March 2018

Both professional and public reporters may send internet reports (E-Reports) to SWI via the Texas Abuse Hotline Website. The information from the internet report auto-fills in the IMPACT format, becoming an E-Report. Intake specialists review and correct as needed, the information that has been entered, before making an assessment of the submitted information and processing the report.

Assessment and Processing

E-Reports are assessed and processed following the same guidelines and procedures as any other report received at SWI.

3311 Requesting and Processing E-Reports

3311.1 Requesting an E-Report

SWI Policy and Procedures March 2018

An e-report may be requested for processing from either of two tabs: My Workload or Intake.

From the My Workload tab, the intake specialist:

1.   Clicks the Get E-Report button.

2.   Clicks OK when the confirmation question appears, "Are you sure you want to request an E-Report?"

From the Intake tab, the intake specialist:

1.   Clicks the 2nd level E-Report tab.

2.   Clicks the Request E-Report button.

3.   Clicks OK when the confirmation question appears, "Are you sure you want to request an E-Report?"

Once an E-Report has been requested, there is no way to send it back to the E-Report queue. Therefore, intake specialists should not request a report unless it can be completed. Only one E-Report is requested at a time.

To Search for a Specific E-Report That Has Been Submitted But Not Yet Been Entered Into IMPACT

The E-Report Search section is used to search for specific internet reports by using the E-Report ID. The E-Report ID is the confirmation number received by the reporter after submitting an internet report online. This is not the same as a Report ID.

Example of an Appropriate Search

A reporter submitted an internet report and then calls with additional information before the internet report has been entered into IMPACT. To find the specific internet report, the intake specialist enters the reporter’s confirmation number in the Confirmation ID box and clicks on Search.

If the report has not been processed, the intake specialist is asked if he or she would like to do so now. The intake specialist clicks on the Yes button to pull the specific report into his or her workload and process the report.

3311.2 Reviewing and Entering Data in the E-Report

SWI Policy and Procedures March 2018

After the intake specialist requests an E-Report, a Result page appears and displays a linked Report ID. The intake specialist clicks this Report ID to begin processing the E-Report. The Intake Action page of the report displays.

When the report displays, IMPACT has automatically filled in:

  •   All of the information the reporter entered through the Texas Abuse Hotline Website so it is ready to be assessed and processed by the intake specialist.

  •   The type of report (internet).

  •   The date and time stamp. The date and time of the report is recorded as when the Report ID link was clicked.

  •   A unique Report ID number.

Report Information Page

An intake specialist does not make any changes to the time and date unless requested to do so by the local office as noted in the narrative by program staff, or when processing an E-Report submitted by SWI staff during IMPACT down time.

Although the information automatically auto-fills, the intake specialist ensures that all sections of the Report Information page are filled out correctly. The intake specialist must:

  •   Delete false reporter names (such as “Anon y Mous, XXX”).

  •   Remove suffixes or prefixes from within the last and first name fields.

  •   Validate the address of the reporter.

Report Type Section

The Report Type section is completed following the same procedures as any other report.

Entries on the Person List must be formatted and completed correctly before the Case Name can be selected.

Person List

This information also auto-fills. The intake specialist must:

  •   Delete incorrect names (such as “Baby Girl,” “Unknown,” and so on). This may require deleting and re-entering the person on the Person List.

  •   Manually validate addresses on all persons (the addresses do not automatically validate).

  •   Identify the person type, roles, and the relationship-interest (Rel/Int).

  •   Launch and perform person searches.

If it is determined that the information does not meet the requirements for investigation, the Person List may remain. For persons on the Person List of an I&R:

  •   Person Type can be either PRN or COL.

  •   Role is NO Role.

  •   Rel/Int code is based on the relationship to the "person of interest" (child or adult who would have been the OV or VC in an intake).

  •   The person of interest is given the Rel/Int code of "self".

Narratives

The Narrative page auto-fills. The intake specialist does not change or de-identify the General section of the narrative, so the narrative remains as written by the reporter.

The intake specialist documents his or her name and title, any staffing information, and call-out information (if applicable) at the bottom of the narrative.

The intake specialist must complete the Conclusion section as required for intakes. The intake specialist must also paste IMPACT history, per normal procedures.

Intake Actions Page

The Intake Actions page is completed following the same procedures as for any other report.

3311.3 Assigning, Submitting, or Closing an E-Report

SWI Policy and Procedures March 2018

All E-Reports (whether intakes, CRSRs, or I&Rs) are Assigned, Submitted, or Closed in the same manner as other reports in IMPACT.

3320 Mailed or Faxed Reports

SWI Policy and Procedures March 2018

In addition to hotline calls and internet reports, SWI regularly receives faxes and mailed correspondence. These may include:

  •   Letters from the public.

  •   Reports from other Texas state agencies.

  •   Reports from other states.

  •   Reports from law enforcement.

  •   Reports from the elder fraud abuse units of financial institutions.

  •   Protective orders.

  •   Protective service alerts.

  •   Additional information regarding an open case.

  •   Reports involving a sexually active minor (including WIC reports).

3321 Processing Mailed and Faxed Reports

SWI Policy and Procedures March 2018

Mailed or faxed documents are also known as correspondence reports. Statewide Intake Support Staff receives all mail and faxed reports and uploads them into the IMPACT Mail/Fax queue and are accessed through the Mail/Fax page. Intake specialists are assigned to the Mail/Fax queue by IEX or may be assigned to process a specific piece of correspondence by a Program Administrator. Mail/Fax documents may be requested from the Mail/Fax Queue, or a specific document may be requested if the intake specialist has a specific RightFax Number.

Requesting a Mail/Fax Document from the queue

In these instances the intake specialist:

1.   Selects the My Workload tab.

2.   Clicks the Get Mail/Fax button.

3.   Clicks OK when the confirmation question appears, "Are you sure you want to request a Mail/Fax document?"

From the Intake tab, the intake specialist selects the 2nd level Mail/Fax tab.

1.   Clicks the Request Mail/Fax button.

2.   Clicks OK when the confirmation question appears, "Are you sure you want to request a Mail/Fax document?"

Requesting a specific Mail/Fax Document with a RightFax Number

If a specific piece of correspondence has been assigned to an intake specialist, he or she will be provided a RightFax Number. In these instances, the intake specialist:

1.   Selects the Intake tab.

2.   Selects the 2nd level Mail/Fax tab.

3.   Enters the RightFax number into the RightFax ID field of the Document Search section.

4.   Clicks the Search button to access the document for processing.

Assessing and Processing the Mail or Fax Report

Once the Mail/Fax report has been accessed for processing, IMPACT generates an IMPACT shell ready for a new report. The Report Type field is pre-filled with the date and time stamp the report was opened. The correspondence has been attached to the report in IMPACT, and the intake specialist assesses and processes the report following normal policy and procedures. If the correspondence appears to be a business fax, and not a report of abuse or neglect, the intake specialist consults with a supervisor for instructions.

Correspondence Cover Sheet

For each piece of correspondence a Correspondence Cover sheet is completed. The Correspondence Cover Sheet is available from the Templates section of SWIndex (an internal SWI resource) under the heading of IMPACT 2.0 Templates. The Correspondence Cover Sheet is completed and returned to SWI Support Staff once the report has been entered into IMPACT.

3322 Entering Mailed or Faxed Reports in IMPACT

SWI Policy and Procedures March 2018

If the records search shows that the information received by correspondence is a new report, then an intake, I&R, or CRSR is assessed and processed according to established policy and procedure.

The intake specialist documents the information provided in the correspondence in the appropriate IMPACT fields.

Report Date and Time

The incoming date and time ae the date and time that intake specialist begins processing the report, not when the correspondence was sent to SWI.

3322.1 IMPACT Documentation for an Exact Match to an Existing Report in IMPACT

SWI Policy and Procedures March 2018

If the records search shows that the correspondence refers to an exact match to an existing report in IMPACT the intake specialist:

  •   completes the Report Information page using the date and time the correspondence is processed;

  •   documents in the narrative:

  •   that the information was received by fax or mail;

  •   that an exact match was found; and

  •   the original Report ID number of the matching report. It is not necessary to document the details of the situation in the narrative of the I&R.

  •   selects the appropriate I&R Type; and

  •   closes the report.

3322.2 Determining the Reporter and Documenting Related Information in Mailed or Faxed Reports

SWI Policy and Procedures March 2018

It is necessary to review the fax in order to determine who the reporter is. The reporter is not always the name on the fax cover sheet. Intake specialist must look for details in the notes section for indications of who the reporter is. Specific situations are detailed below:

Protective Orders

The reporter is the attorney who signed the request for the protective order.

Correspondence Received Through RightFax or on DFPS Letterhead

Other divisions of DFPS use both RightFax software and faxes on DFPS letterhead to forward information to SWI that they receive concerning abuse, neglect, and/or exploitation. Other agencies and business operations (typically banks) also fax information to SWI concerning abuse, neglect and/or exploitation. When reviewing the submitted material, the intake specialist must differentiate between a sender and a reporter.

Differentiating between a Sender and a Reporter

The RightFax and DFPS letterhead coversheets include the name and email address of the sender (the person who is forwarding the information to SWI). The intake specialist enters a statement indicating who faxed the report to SWI (for example, “OCA staff faced report to SWI”) in the Person Notes section on the Report Information page and documents the email address that was provided on the fax in the Email Address box. No other information about the sender is documented.

The pages accompanying the cover sheet are an email (or possibly an email chain) that contains the information to be assessed by the intake specialist for possible abuse or neglect. Within the email is also information about the person who is providing the information about abuse or neglect. This person is the reporter. The intake specialist enters this person’s name into the Report Information page, so that he or she is identified as the reporter. If an email address was provided for this person, the intake specialist enters it into the Email Address box in the Reporter Contact section of the Reporter Information page.

If no reporter name is provided, but there is an email address, then the intake specialist leaves the name fields blank and documents the email address in the Email Address field in the Reporter Contact section of the Reporter Information page.

3322.3 Narrative Documentation Specific to Mailed or Faxed Reports

SWI Policy and Procedures March 2018

In the appropriate narrative format, the intake specialist documents the source of the report and summarizes in detail the information in the mail or fax.

Documenting the Source of the Report

At the top of the narrative, the intake specialist describe the source of the report. For example:

  •   Information taken from a faxed report

  •   Information taken from police report (include the incident number)

  •   Information taken from a protective order (include the date of the protective order)

  •   Information taken from a protective service alert (include the city, county, or state that sent the alert)

  •   Information taken from correspondence mailed to SWI

  •   Information taken from an elder financial abuse report (include the agent ID/tracking number, case number, or fraud number)

Financial Institutions

Financial institutions submit elder financial abuse reports. The intake specialist must document all noted tracking and case numbers associated with the report at the top of the Narrative, beneath the source of the report.

These numbers may be referred to as an “Agent ID/Tracking Number” or “Case # FRD: xxxxx.

Financial institutions typically include these numbers in the body of the fax, in the comments section on the fax cover sheet, or within the report itself. To protect confidentiality, the financial institution’s elder fraud unit staff communicates details of the client’s financial affairs to the APS investigator only if the investigator can provide these numbers.

Once documented in IMPACT, the report is processed according to standard policy and procedures.

3400 Procedures for Sensitive Reports

SWI Policy and Procedures March 2018

Entering sensitive reports into IMPACT is the same as other reports except that all sensitive or potentially sensitive reports must:

  •   be staffed;

  •   be designated as sensitive;

  •   have the sensitive reason and associated details documented; and

  •   for CPS and CCL reports, have the To Be Done Locally box checked in the Law Jurisdiction section.

  •   follows any additional instructions the staffing supervisor may have given;

  •   Submit, Assign, or Close the report according to the staffing supervisor’s instructions

For examples of sensitive cases and for information on assessment policy, see:

2400 Sensitive Reports

2410 Reasons SWI May Designate a Report as Sensitive

2420 Specific Information Required for Reports that are Designated as Sensitive

2450 Parental Notification When a Minor Wants or Has Had an Abortion

2460 Address Confidentiality Program (ACP)

3410 Supervisory Consultation (Staffing) and Review of Sensitive Reports

SWI Policy and Procedures March 2018

For all intakes, CRSRs, and most I&Rs designated as “sensitive,” the intake specialist first consults with a supervisor and then submits the report to the Supervisor Approval workload.

The report is reviewed and processed by a supervisor, worker V, or at times program administrator. These procedures are located in the Sensitive Report Instructions.

See 3431 Sensitive I&Rs That are not Submitted.

3420 Documenting a Sensitive Report

SWI Policy and Procedures March 2018

To document a sensitive report, the intake specialist:

  •   documents the staffing (consultation) in the narrative beneath the intake specialist’s name;

  •   expands the Special Handling section on the Intake Actions page;

  •   clicks the Sensitive Case checkbox in the Special Handling section of the Intake Actions page;

  •   selects the checkbox and enters a reason when directed to do so unless directed otherwise by the supervisor (see 3431 Sensitive I&Rs That are not Submitted; and.

  •   Check the “To Be Done Locally” box in the Law Jurisdiction section of the Intake Actions page.

See:

2420 Specific Information Required for Reports that are Designated as Sensitive

3125.52 Report 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

3430 Processing Sensitive Reports

3431 Sensitive I&Rs That are not Submitted

3421 Documenting Abortion-Related Information

SWI Policy and Procedures March 2018

The reporter’s Person Notes are confidential, even when the case record has been requested through proper channels, such as during the discovery phase of a lawsuit.

When a minor wants to have or has had an abortion, the intake specialist records the information in the reporter’s Person Notes. The intake specialist includes information on the pregnancy and judicial bypass proceedings, as appropriate.

To ensure that field staff have access to the confidential information, the intake specialist states in the intake narrative that investigation staff should review the reporter’s Person Notes.

3422 Documenting Address Confidentiality Program Information

SWI Policy and Procedures August 2018

For all reports (intake, CRSR, and I&R), in the Special Handling section of the Intake Actions page, the intake specialist:

  •   selects OAG-ACP from the Special Handling drop-down list;

  •   enters in the OAG-ACP comments field the names of the OAG-ACP participants, and any current physical addresses for the residence, school, work, or any other locating information on the client or family.  (This is the only part of the report where the client’s or family’s actual locating information is documented.);

  •   checks the Sensitive Case checkbox; and

  •   enters in the Sensitive Case comments field: “OAG-ACP”.

For intakes and CRSRs, on the Report Person Detail page, the intake specialist:

  •   documents the OAG-ACP post office box address (P.O. Box 12108 MC068, Austin, TX 78711-2108) as the primary Residence-Mail address for the ACP participant. The first line of the address field looks like this when entered into IMPACT: P.O. Box 12108 MC068;

  •   clicks the Validate button and then selects No when the address validation screen appears. The first line of the address field now looks like this: #MC068 PO BOX 12108;

  •   moves “#MC068” to the end of the P.O. Box number. The first line of the address field now looks like this: PO BOX 12108 #MC068;

  •   enters the individual’s OAG-ACP participant number, if known, in the Person Notes;

  •   completes the Report Person Detail screen; and

  •   selects Save. The validation screen appears again and the intake specialist then selects No.

Persons participating in the Address Confidentiality Program are searched in IMPACT, but not related. If a match is found, the Person Identifier (PID) Number is documented in the Person Notes. Any relevant history that is found is pasted in the Conclusion section of the Narrative page following normal procedures.

See Sensitive Report Instructions.

3423 Documenting Law Enforcement Notification in Sensitive Reports

SWI Policy and Procedures March 2018

For sensitive intakes, SWI does not complete a law enforcement notification. Instead, the intake specialist checks the “To Be Done Locally” checkbox in the Law Jurisdiction section of the Intake Actions page. Field staff are responsible for notifying law enforcement for sensitive cases.

For sensitive Non-FPS Criminal Matter Referred to Law I&Rs the intake specialist enters the Law Enforcement jurisdiction as normal, the “To be done locally” box is not marked.

3430 Processing Sensitive Reports

SWI Policy and Procedures March 2018

All intakes, CRSRs, and most I&Rs designated as “sensitive” are submitted by the intake specialist, according to the Manual Assignment Charts.

The intake specialist clicks the Submit button and notifies the staffing supervisor that the intake has been submitted. If the initial staffing supervisor will not be available to handle the sensitive report, he or she makes arrangements for another supervisor to do so and shares this information with the intake specialist.

The report is reviewed and processed by a supervisor, worker V, or at times program administrator. These procedures are located in Sensitive Report Instructions.

3431 Sensitive I&Rs That Are Not Submitted

SWI Policy and Procedures March 2018

At times, certain I&Rs are not submitted. Instead, the intake specialist completes the processing. Some examples are:

  •   an open DFPS case;

  •   a client rights/FAC admn issues;

  •   a chronic caller; or

  •   any I&R being closed

Assign or Close the sensitive I&R according to the Manual Assignment Charts. The Manual Assignment Chart instructs the intake specialist when a follow up email is necessary and to whom it should be sent.

Occasionally, the staffing supervisor may instruct the intake specialist to submit the sensitive I&R for supervisory processing. In these cases, the supervisor notifies the field.

3440 Supervisory Review and Assignment of Sensitive Reports

SWI Policy and Procedures March 2018

After reviewing a sensitive report, the staffing supervisor informs the appropriate sensitive contact of the sensitive report that has been taken.

Instructions regarding who, how, and when to communicate with the designated contact are found in the Sensitive Report Instructions. The supervisor, worker V, or program administrator assigns the sensitive report according to procedures found there.

3500 Processing Requests for a Copy of a Recorded Call

SWI Policy and Procedures March 2018

The SWI Program Improvement Unit processes requests for recorded calls and associated information. The requests must meet the requirements documented in:

2176.1 Requests From DFPS Program Staff

2176.2 Requests From Law Enforcement Agencies

2176.3 Requests From Records Management Group or Attorneys Representing DFPS

Program Improvement staff send the recorded call to the requestor via DFPS email, which is automatically encrypted. If the file is too large to be sent via email, the recorded call is burned to a CD. The requestor may ask that the CD be mailed (2 day delivery service) or held for in-person pick up by an authorized representative.

When Program Improvement staff are not available and there is an urgent need to obtain a copy of the call, a supervisor, worker V, or program administrator may handle requests for recorded calls, following the same procedures.

3600 Processing an Information and Referral (I&R)

3610 Entering the In Regards To Fields For An I&R

SWI Policy and Procedures March 2018

Subject Is a Child

When a child is the subject of the report, the intake specialist manually documents the name of the parent or managing conservator in the In Regards To field. If the parent or managing conservator’s name is not known, the child’s name is listed in the In Regards To Field.

Subject Is an Adult

When an adult is the subject of the report, the intake specialist manually documents the name of the adult in the In Regards To field.

Subject Is a Day Care or Residential Care Facility

When a report is in regard to a Child Care Licensing facility, the name of the facility or resource is manually documented in the In Regards To field.

3620 Processing an I&R that is Closed at Intake

SWI Policy and Procedures March 2018

For all I&R reports that are closed at intake, the intake specialist completes the Report information page.

The intake specialist is only required to complete a brief narrative that describes the reason for the report unless the I&R type is Non-FPS Criminal Matter Referred to Law. (See the section below for directions). For example, “FA of 6 y/o is not being allowed his court-ordered visitations.” However, person searches are required, and the history search results documented in the Conclusion section.

For I&Rs closed at intake, it is not required that person names, demographic, and locating information, be documented. However, if the intake specialist wishes to do so, the information may be documented in either the Person List or the Narrative.

3621 I&R Sent to Law Enforcement in Texas

SWI Policy and Procedures March 2018

When a report needs to be sent to a law enforcement agency within Texas, the report is assessed as Non-FPS Criminal Matter Referred to Law. IMPACT requires a Law Enforcement jurisdiction to be selected and automatically assigns the report to that law enforcement agency upon closing the report. However, if Law Enforcement is the reporter, it is not necessary to send the information back to Law Enforcement. In these situations the correct I&R type is Clearly Not Reportable – Child/Adult/Other.

To determine if an I&R is closed at intake, see I&R and CRSR Types and Requirements.

Also see 3632 I&R for Another State’s Protective Service Agency or Out-Of-State Law Enforcement Agency

3621.1 I&R for the Texas Department of Public Safety Joint Crimes Information Center (JCIC)

SWI Policy and Procedures March 2018

The Joint Crimes Information Center (JCIC) is a law enforcement agency under the Texas Department of Public Safety.

For any trafficking situation not under DFPS jurisdiction and not sent to the local DFPS office, the intake specialist generates an I&R Non-FPS Criminal Matter Referred to Law. These reports are also sent to the Joint Crimes Information Center (JCIC) which is listed in the Resource database.

The intake specialist creates an I&R Non-FPS Criminal Matter Referred to Law, selects or adds the appropriate law enforcement agency, and adds JCIC to the list through the Add Jurisdiction feature. Both agencies are selected by marking the checkbox next to the appropriate agency and the report is closed. Upon closure, the report is automatically sent to all selected agencies.

3630 I&Rs Assigned to the Faxing Workload

3631 I&Rs For Another Texas State Agency

SWI Policy and Procedures August 2018

If the information is being sent to two agencies under different I&R types (such as law enforcement and Referred to HHSC), separate I&Rs are generated.

The intake specialist assigns the I&R(s) according to the Manual Assignment Charts document located on SWI's Intake Procedures intranet page (in the Processing section, under Assignment Chart).

See 2600 Reports for Other Texas State or Community Agencies.

3632 I&R for Another State’s Protective Service Agency or Out-Of-State Law Enforcement Agency

SWI Policy and Procedures March 2018

If an I&R needs to be set to another state’s protective service agency or a law enforcement agency is out-of-state, the intake specialist:

1.   Completes an I&R: Protect. Matter- refer’d on.

2.   Documents at the top of the Narrative “Please fax to (name of the Out of State Protective Service or Law Enforcement Agency to whom the report is to be sent).

3.   Assigns the report to the FAXING workload for processing by support staff.

3640 I&R Assigned to the DFPS Field by Intake Specialist

3641 I&R For CCL Standards Violations and Client Rights for APS Provider Investigations

SWI Policy and Procedures March 2018

An I&R is assessed for reports involving CCL standards violations and client rights for APS Provider Investigations. These I&Rs are auto-assigned by selecting the correct county and clicking the Assign button.

See:

5230 CCL Possible Standards Violations: Incidents Not Involving Abuse, Neglect, or Exploitation

7450 Assessment of an I&R Client Rights Fac/Admn Issues

3642 Additional Information for an Open DFPS Case

SWI Policy and Procedures March 2018

The existing Case Name is entered into the In Regards To field.

The intake specialist:

  •   Pastes the open case at the top of the Narrative.

  •   Documents the concerns and new information in the body of the Narrative.

These I&Rs are auto-assigned by selecting the correct county and clicking the Assign button.

See:

I&R Best Practice Narratives, Call Regarding Existing Case

2200 Determining the Type of Report: Intake, Special Request, or Information and Referral

4930 Open Service Delivery Stages.

If the I&R needs to be called out, see the Manual Assignment Charts on SWI's Intake Procedures intranet page (in the Processing section, under Assignment Charts).

See:

4481 Situations That Always Require an I&R Call Regarding Existing CPS Case

3900 Assigning, Submitting, or Closing Reports

3925 Staff Search

3643 Additional Information on an Intake Still Being Processed by SWI

SWI Policy and Procedures March 2018

New information may be obtained when the original intake is still being completed by SWI and has not been transmitted to the field. The intake specialist follows the procedures appropriate for the various situations as described below.

Original Intake Specialist Still Has Intake

If the same reporter calls SWI to add additional information on an intake that is still being completed by the intake specialist who took the initial call, the intake specialist receiving the additional information sends a message through the instant messaging system to the intake specialist who is documenting the original report. If the original intake specialist is available, the information is verbally provided and the original intake specialist updates the original report with the additional information.

The intake specialist who received the additional information generates an I&R Call Regarding an Existing Case. The intake specialist documents that the information was added to the appropriate Report ID number. This I&R is closed.

See:

2171 Reporter Requests to Speak to an Intake Specialist

3620 Processing an I&R That Is Closed At Intake

Intake Assigned to Immediate Call-Out Workload

If the intake has already been assigned to the Immediate Call-Out workload for call out, the intake specialist receiving the new information:

1. Follows procedures in 3642 Additional Information for an Open DFPS Case.

2. Assigns the I&R to the Immediate Call-Out workload.

3. Notifies support staff of the new I&R.

Sensitive Intake in Submit Status

Original Reporter

If the same reporter on an open intake calls back with additional information, the intake specialist completes the following steps to add new information to a sensitive report that has been submitted for supervisory review:

1.  Contacts the staffing queue and informs the staffing supervisor about the new information for the pending case so the staffing supervisor can add the information to the pending case.

2.  Completes an I&R including the Report Information section.

3.  Documents in the narrative the new information and name of the supervisor to whom the information was given.

4.  Provides the I&R Report ID to the staffing supervisor.

5.  Submits the I&R.

New Reporter

If a different reporter provided additional information to SWI and the intake specialist finds an open sensitive intake that has been submitted for supervisory review, the intake specialist staffs and follows the supervisor’s instructions.

3650 Modifying Reports

3651 Changing an Open Intake into an I&R

SWI Policy and Procedures March 2018

The intake specialist takes the following steps to change an intake into an I&R when the intake is still open.

On the Intake Actions page:

1.   Deletes the allegations.

2.   Deletes the priority.

3.   Unchecks any checked law enforcement agencies unless notification is needed for a particular I&R type.

4.   Selects the desired I&R type.

This automatically changes the Classification.

The Case Name field is deactivated and the In Regards To field is enabled.

6.   Reviews and edits, if needed, the In Regards To field to ensure that the correct case name has been entered.

7.   Assigns, Submits, or Closes the I&R, as appropriate.

3652 Assigning an Intake or I&R Erroneously Assigned to Intake Specialist’s Workload

SWI Policy and Procedures March 2018

There may be rare instances when a report on one intake specialist’s workload must be assigned to someone else. For example an e-report written by a Spanish speaker is pulled for processing by a non-Spanish speaking intake specialist; or an intake specialist had to leave in an emergency situation.

When a report is transferred, it is sent to another workload in its current state. Open reports are NEVER transferred to a workload outside of Statewide Intake.

To transfer a report from the My Workload page, the intake specialist:

1.   Selects the row checkbox for the report to be transferred.

2.   Clicks the Transfer button. The Assign page opens.

3.   Clicks the radio button for the workload needed from the Available Staff list.

4.   Clicks the Primary button. A message box appears.

5.   Clicks OK to confirm that the intake specialist wants to be removed as the current primary worker.

6.   Checks the Name column in the Assignments table to verify the new workload assignment.

7.   Clicks Save.

IMPACT sends the report to the workload that was selected.

If the workload that the report needs to be transferred to is not on the Available Staff list, the desired workload must be manually added.

A report cannot be transferred from the My Workload page if the report has left a Statewide Intake workload at any point in time. These reports must be push-button assigned to the correct workload.

For example:

  •   You are a former CPS caseworker who still has cases on his or her workload when you begin employment at Statewide Intake.

  •   Field staff assigns a report back to Statewide Intake for any reason.

3700 Processing Special Requests

3710 Processing Case-Related Special Requests (CRSR)

SWI Policy and Procedures March 2018

Case-Related Special Requests (CRSRs) are used by CPS and APS In-Home only. Case-Related Special Requests (CRSR) are requests for assistance that do not include allegations of abuse, neglect, or exploitation but require some type of casework. Not all of the selections on the Special Request Type drop-down list are used by SWI.

See 2221 Case-Related Special Requests for CPS and APS.

To complete a CRSR, the intake specialist:

1.   Completes the Report Information page, including the reporter details and selects the case name from the Case Name drop-down list.

2.   Navigates to the Report Type section and makes the appropriate selection from the Program Type and Special Rqst Program fields.

3.   Completes the Person List. The persons are entered and assigned the Type of PRN, and the appropriate relationship or interest code (REL/INT) is selected:

  •   For CPS, child of interest is assigned the Role of NO, and REL/INT code of Self.

  •   For APS, the Role of NO and REL/INT code of Self.

4.   Completes a person search and relates if a match is found.

5.   Returns to the Report Type section and selects the appropriate person from the options available in the drop-down list. The County and In Regards To fields auto-fill.

The CRSR narrative is completed according to the CRSR Best Practice Narrative.

The CRSR is assigned from the Report Information page, according to the Manual Assignment Charts

3711 Processing a CRSR that is Generated Due to a Lack of Locating Information

SWI Policy and Procedures March 2018

Before completing a CRSR due to a lack of locating information, the intake specialist follows the steps outlined in 2221.1 Generating a CRSR When There is Not Enough Locating Information for a CPS Intake.

To complete this CRSR, the intake specialist:

1.   Completes the Report Information page, including the reporter details and case name.

      A county must be documented for the person chosen as the case name. Since the county is unknown, the intake specialist documents “Travis County” as the county and selects Other as the Address Type.

2.   Chooses CPS or APS from the Special Rqst Program Type drop-down list and Req Local Public Svc from the Special Rqst Type drop-down list.

3.   Completes a person search and relates if a match is found.

      The persons are entered and assigned the Type of PRN and the Role of NO and the appropriate Relationship or Interest code (REL/INT) is selected. The child of interest is assigned the Relationship or Interest (REL/INT) code of Self.

4.   Writes the narrative following the CRSR Best Practice Narrative.

5.   Assigns the CRSR according to the Manual Assignment Charts.

      Support staff requests assistance from an intake supervisor who saves and closes the CRSR with the reason being Services Completed.

3800 IMPACT Downtime

SWI Policy and Procedures March 2018

There are occasions when the system applications necessary to perform intake duties are not available to staff. These system applications include the IMPACT case management system, the internet, the DFPS computer system, and the Automatic Call Distributor (referred to as ACD). "Downtime" is the term used to describe the span of time when one or more of these system applications are unavailable.

When downtime begins, a staff member is designated as the downtime lead. Persons assigned to this role could be the SWI assistant commissioner, a program administrator, an intake supervisor, or a worker V. The downtime lead instructs staff on how to proceed with continuity of operations. The downtime lead instructs intake staff by email, instant message, or by verbal communication regarding intake actions during the downtime period. The downtime lead may refer intake staff to the Downtime page on the DFPS intranet. Downtimes may be planned or unplanned.

Planned downtime occurs when one or more of the system applications necessary to perform intake duties is intentionally taken off-line in a pre-arranged and controlled manner, coordinated by IT and SWI staff. Planned downtime is necessary to allow IT staff to update the applications to ensure ongoing, reliable performance.

Unplanned downtime occurs when one or more of the system applications necessary to perform intake duties goes off-line without any advanced knowledge.

If the intake specialist's shift ends before he or she is able to complete documentation of a call in IMPACT, the intake specialist must obtain direction from the downtime lead before leaving for the day.

Depending on circumstances of the downtime, intake specialists who telework may be required to complete their shifts on-site.

All calls taken during IMPACT downtime must be entered into IMPACT when system functionality resumes.

3900 Assigning, Submitting, or Closing Reports

SWI Policy and Procedures March 2018

Reports (intakes, CRSRs, and I&Rs) are assigned, submitted or closed through the auto-routing rules in IMPACT, when appropriate.

IMPACT features both automatic and manual routing of reports through the Assign, Close, and Submit buttons.

  •   Reports are assigned to a designated DFPS staff member or to a specific SWI workload using the Assign button.

  •   Sensitive reports, CRSR – Request for Local Pub Svc – due to no locating, and CRSR – Protective Service Alerts are submitted for supervisor review using the Submit button.

  •   Reports that are closed are processed using the Close button.

SWI Support Staff complete the processing of any report in which:

  •   there was an IMPACT problem during the automatic routing process, and

  •   reports that were manually assigned to a designated SWI workload.

Auto-Assign

Reports are automatically routed to the appropriate workload according to business rules related to the Report Type, Priority, and date and time of transmission through the Auto Assign function in IMPACT. In IMPACT this feature is identified as a checkbox which is grayed out when the Auto Assign feature is not available. The Auto Assign does not activate when business rules are not supported. This feature may be turned off (overridden) by the intake specialist depending on the circumstances.

If the Auto Assign feature is active (not grayed out) and appropriate for the report being processed, the intake specialist clicks the Assign or Submit buttons to auto assign the report.

Routing of Law Enforcement Notification

For CPS and CCL intakes, the law enforcement notification is routed to the selected jurisdiction automatically when the Assign or Save button is selected. For certain types of I&Rs, the law enforcement notification is routed when the report is closed. The law enforcement auto-routing of notifications occurs with both auto-assignment and manual assignment of reports.

Manual Assignment

In cases where auto-assignment is not appropriate (the auto assign checkbox is grayed out or manually removed by the intake specialist) the intake specialist assigns the report according to the Program, Priority, and time of assignment in the Manual Assignment Charts.

The Manual Assignment Charts document contains the information for the routing of:

  •   Intakes for any of the DFPS programs:

  •   Child Protective Services (CPS)

  •   Day Care Licensing (DCL)

  •   Residential Care Licensing (RCL or LRC)

  •   APS In-Home (APS)

  •   APS Provider (APS PI)

  •   I&Rs, which include reports sent to DIF Border Contacts

  •   CRSRs

  •   Sensitive Reports

  •   Reports Marked for Deletion

The Manual Assignment Charts are located on the DFPS intranet, on the Intake Procedures page, in the Processing section, under the Assignment Charts heading.

3910 Change of County for Case Assignment

SWI Policy and Procedures March 2018

There are times when a “change of county” is needed to accurately assign a report. IMPACT assigns reports to the county associated with the Case Name selected in the Report Type section. If the report needs to go to a different county, the intake specialist selects the correct county from the County list after selecting the Case Name.

For times when a “change of county” is needed to accurately assign a report, see:

For CPS, see 4941 CPS Change of County for Case Assignment.

For RCCL, see 5464 RCCL Report Processing.

For APS In-Home Investigations, see 6914 APS In-Home Change of County for Case Assignment.

3911 Time of Transmission of Intake

SWI Policy and Procedures March 2018

The time of transmission is defined as the time the intake specialist completes the intake and clicks the “Assign” or “Submit” button.

3920 Call Outs

SWI Policy and Procedures March 2018

A callout is a phone call from SWI staff to field staff during which SWI relates the details of a report before the IMPACT report has been transmitted. A call out can be made at any time of the day and includes both routine and emergency situations. Depending on the situation, call outs may be performed by SWI support staff or intake specialists.

Call outs during normal business hours (8:00 AM to 4:00 PM CST/CDT, Monday through Friday), are made directly to the routing coordinator. After hours call outs begin at 4:00 PM Monday-Friday for offices with normal business hours and are made to the on-call field worker as identified in IMPACT. If the intake specialist calls out the report themselves, he or she manually unchecks the Auto-Assign box to disable the auto-assign feature and manually assigns it to the routing coordinator (RC) or on-call field staff to whom the call out was made, or another person designated by the on-call field staff.

Some CPS offices have extended business hours. For those offices, call outs are made directly to the routing coordinator and not an on-call staff person during the extended hours.

For skeleton crew days, SWI follows regular open office procedures, as local offices are required to have office coverage.

See: Manual Assignment Charts.

3921 Call Outs Performed by SWI Support Staff

SWI Policy and Procedures March 2018

Under many circumstances, SWI support staff complete call outs. If so, the Auto-Assign button is unchecked and the report is manually assigned according to the Manual Assignment Charts.

For CPS intakes only, in order for SWI support staff to provide the IMPACT history to CPS on-call staff, the intake specialist must paste the IMPACT history into the narrative and document the:

  •   date of the case, allegations, and dispositions; and

  •   names of the victims and perpetrators.

For all other programs, it is only necessary to document the cases in the Conclusion section of the narrative.

See 3132.2 Conclusion Section for directions on pasting history in the Conclusion.

3922 Call Outs Performed by Intake Specialists

SWI Policy and Procedures March 2018

An intake specialist always performs the call-out in the following situations:

  •   For all APS Provider Investigations intakes; these call outs must be made within 40 minutes of beginning the call, e-report, or mail/fax.

  •   For emergencies or situations when the intake specialist must speak directly with the on-call staff rather than assigning the report to support staff for call out.

  •   When directed to do so by a supervisor.

  •   When SWI support staff is not available.

An intake specialist may perform a call out at other times when the situation warrants contact with the field even if the situation is not one identified above.Once the report has been called out and the call out documented in the narrative, the Auto-Assign button is unchecked and the report is manually assigned to the on-call field staff to whom the call out was made or another person designated by the on-call field staff.

3923 Contacting On-Call Staff

SWI Policy and Procedures March 2018

During the course of their duties, SWI support staff and intake specialists may need to contact field staff. During business hours the Routing Coordinator (RC) identified in IMPACT is considered the on-call staff. After business hours. the on-call staff is listed IMPACT in order of preference, which is indicated by the number found in the Contact Order field labeled (CO) on the On-Call Detail page in IMPACT.

Several CPS offices have extended business hours. SWI support staff and intake specialists should contact an office’s routing coordinator (RC) during business hours, including extended hours.

For individual office schedules, see the CPS section of the Manual Assignment Charts.

When calling out an intake, an information and referral (I&R), or a case-related special request (CRSR), the intake specialist or SWI support staff member follows the procedures below.

Determine Which On-Call Staff to Contact

Using the On-Call Schedule found on the On-Call Detail page in IMPACT, the intake specialist or SWI support staff member selects the appropriate field worker to call by following the numerical order of preference.

Call the Person Identified as First (#1) in Preference

The intake specialist or SWI support staff member calls the on-call phone number for the field worker listed as #1 (first in preference).

If necessary, the intake specialist or SWI support staff member leaves a voicemail and includes:

  •   his or her name;

  •   the date of the call;

  •   the time of the call; and

  •   a request for the on-call staff to return his or her call at 1-800-252-3223 with his or her extension.

The intake specialist or SWI support staff member waits 10 minutes and then calls the on-call number again. The intake specialist or SWI support staff member spends no more than 20 minutes attempting to contact the on-call field worker listed as first in preference.

Note: Some situations of a more urgent nature may require a shorter wait time before calling the on-call number again or moving on to the next on-call person.

Other Listed Phone Numbers

The intake specialist or SWI support staff member contacts the on-call staff using any other number on the On-Call Detail page after contact has been attempted using the on-call number and no response has been received. If the intake specialist or SWI support staff member must use the home number, the on-call staff member is asked if he or she wishes to receive the call on that home number or if he or she can provide another number to SWI staff for use in that particular instance.

Call the Person Identified as Second (#2) in Preference

If the intake specialist or SWI support staff member is unsuccessful in reaching the on-call staff person listed as #1 (first in preference), the intake specialist or SWI support staff member calls the on-call staff person listed as #2 (second in preference), following the process explained above.

If the on-call staff person listed as #2 does not respond, the intake specialist or SWI support staff member repeats the procedure by calling the next on-call staff person listed in the On-Call Detail page in IMPACT, in the numerical order indicated.

Exception: The intake specialist or SWI support staff member never contacts an RC for call-outs to offices outside of business hours. The RC is listed in the On-Call Detail page in IMPACT for assignment and routing purposes only.

Consult With an SWI Supervisor, if Necessary

When staff (intake specialist or SWI support staff member) are unable to reach an on-call staff in a timely manner he or she consults with a supervisor.

The SWI supervisor may decide that another field supervisor or a higher-level field manager may need to be contacted at home so that the intake can be processed in a timely manner.

3924 Documenting the Call Out in IMPACT

SWI Policy and Procedures March 2018

When the Intake Specialist Performs the Call Out

If the intake specialist performs the call out, the call-out information (full name of field worker contacted, date, and time of contact) must be documented in the report Narrative below the intake specialist’s name and title. For example: “Called out to [name of field worker contacted] on [date] at [time].”

The specific phone number used to reach the field worker is never documented in the Narrative.

When the SWI Support Staff Performs the Call Out

If SWI support staff perform the call out, the call-out information (full name of field worker contacted, date, and time of contact) must be documented in the Contact Narrative in the Contacts/Summaries section of the Case Summary page. For example: “Called out to [name of field worker contacted] on [date] at [time].”

Creating the I&R Worker Call-Out

When the intake specialist or SWI support staff member performs a call out for any report, that call out is documented in an I&R Worker call-out. The intake specialist or SWI support staff member completes the following on the I&R Report Information page:

  •   the field worker’s name and county;

  •   the In regards To field, which is the same as the case name; and

  •   the phone number used to reach the field worker, which is only documented in the phone number field on the Report Information page of the I&R.

All attempts to contact field workers are documented in a single I&R. For example, the narrative documentation could note the following: “Attempts at 9:08 PM [phone type], 9:10 PM [phone type]. Contact was made at 9:25 PM [phone type].”

See 3926.2 Problems With On-Call Schedules.

3925 Staff Search

SWI Policy and Procedures March 2018

The Staff Search feature can be used to:

  •   confirm the identity of staff requesting record checks;

  •   find the telephone number of a staff member; and

  •   find the name of a particular staff's supervisor.

To Assign to a DFPS Staff Person

From the Report Information page for an I&R or the Intake Action page of an intake, the intake specialist:

1.   Manually unchecks the Auto Assign box if it is not unchecked already.

2.   Clicks the Assign button. The Assign page is now visible on the screen.

3.   Clicks the Select Staff button under the list of available staff from the Assign page.

4.   Types the last name of the person to whom the report will be assigned in the correct field.

5.   Adjusts the Program and Reg/Div drop-down lists with the appropriate information.

6.   Selects the checkbox beside the appropriate name.

7.   Clicks the Continue button.

8.   Clicks the radio button beside the appropriate name and in the Available Staff section of the page, then clicks the Primary button.

      A pop-up message appears asking: “This action will remove the current primary worker from the stage. Continue?”

9.   Clicks the OK button, which will cause the intake specialist’s name to be replaced with the selected worker.

10. Clicks the Save button when the correct name appears in the Assignments section of the Assign page.

3926 On-Call Schedule Changes

SWI Policy and Procedures March 2018

Field staff are responsible for updating the on-call schedule and for ensuring that contact numbers are current, that schedules show the correct workers, and that all hours are covered.

When field staff requests changes to the On-Call Schedule for the local area, SWI staff must be consistent in responding. In most circumstances, SWI staff reminds field staff that it is the field’s responsibility to update the On-Call Schedule. If field staff does not know how to update the On-Call Schedule, the intake specialist refers staff to the 3926.1 Instructions to be Shared With Field Staff on Changing an On-Call Schedule. These instructions can be pasted directly into an email and sent to the person requesting assistance, if needed.

If it is a weather-related situation, but field staff is still in the building, SWI staff reminds field staff that it is the responsibility of the local office to update the On-Call Schedule.

However, SWI staff should not insist that field staff update the schedule. SWI staff reports the unwillingness of field staff to update the On-Call Schedule. Procedures are outlined in 3926.2 Problems With On-Call Schedules.

SWI updates the on-call schedule under the following circumstances:

  •   It is an emergency situation and field staff cannot complete an update.

  •   Field staff is calling in a requested change away from the office and it is not during normal business hours or days for field staff. If the change is not due to an emergency and was an oversight by field staff, report this concern according to the procedures outlined in 3926.2 Problems With On-Call Schedules.

If the On-Call change must be made by SWI, the change is entered by support staff authorized by a support staff supervisor to make such changes. In the absence of support staff, a SWI supervisor updates the schedule to reflect the change.

A floor-wide message is not sent to the floor.

3926.1 Instructions to be Shared With Field Staff on Changing an On-Call Schedule

SWI Policy and Procedures March 2018

Field staff perform the following actions:

1.   Click the On-Call tab from the Search page.

2.   Select the Region, County, and Program from the drop-down list for each. A Start Date may also be entered (Start Time, End Date and End Time are optional) for the area needed.

3.   Click the Search button. If the information retrieved does not include the date requested, expand the search by entering a date previous to the time that is needed.

4.   Click the shift or block to be viewed.

5.   Scroll down to view the on-call list.

6.   Select a primary worker (PW), a supervisor (SP), a back-up worker (BW), and a routing coordinator (RC), per the system's requirements.

7.   Click on the name of the person that needs to be changed. The information will appear in the bottom portion of the screen.

8.   Make the necessary changes. Home phone numbers cannot be changed. If a change is necessary, enter the alternate number in the Other field and in the Ext field, type “home”.

9.   Click the Continue button.

10. Click the Save button.

If the shift/block had a start date before today’s date, the following message will display: “Shift/Block cannot be added: the start date < the current date.” Staff enters the current date. Staff will change the existing block or shift to reflect the current on-call information.

3926.2 Problems With On-Call Schedules

SWI Policy and Procedures March 2018

SWI support staff perform a review of the on-call schedule for each program, region, and county to ensure that the correct information is available to intake specialists and for IMPACT processing.

If IMPACT encounters a problem during the automatic assignment process, a task is automatically created on the Common Workload for SWI support staff to review and resolve. The intake specialist is no longer involved.

If an intake specialist experiences a problem with an incorrect or absent on-call schedule, a support staff member is contacted for resolution. The intake staff never documents the problem in the report narrative.

3930 Intakes and I&Rs That Are Stuck or Marked for Deletion

SWI Policy and Procedures March 2018

When an issue with a report (an intake or I&R) causes the report to become stuck on an intake specialist's workload, or the intake specialist catches an error after clicking the Assign button, the intake specialist consults with a staffing supervisor.

If the error prevents field staff from progressing the report to the next stage, or if the problem cannot be resolved due to an IMPACT issue, the report must be re-entered and the original report deleted from IMPACT. Only those reports that are on a SWI workload can be submitted for deletion by SWI.

If the problem report is on a field staff member’s workload, the field staff member must request a re-entry and use the Make Your Own Ticket site to request removal of the report from his or her workload.

See:

3173.1 Reasons for Requesting a Re-Entry

Manual Assignment Charts

To request assistance from the SWI General Computer Services (GCS) area with removal of the report, the intake supervisor instructs the intake specialist to:

1.   Complete the Stuck Case/MFD Request template.

2.   Send the template to the designated mailbox.

3.   Assign the problematic report to the Deletion workload. (See the Manual Assignment Charts.)

When the steps above are complete, SWI GCS facilitates the removal of the report.

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