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3130 Narrative Page

SWI Policy and Procedures October 2015

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 Call Information page or the Intake Actions page.

3131 Reports That Require a Narrative

SWI Policy and Procedures October 2015

Intakes and CRSRs

The intake specialist completes a comprehensive narrative for every:

  •  intake; and

  •  case-related special request (CRSR).

I&Rs

I&Rs Assigned or Faxed Outside of Statewide Intake

The intake specialist also completes a comprehensive narrative for any information and referral (I&R) report that is either assigned to SWI support staff for faxing to another location, or assigned to the field by the intake specialist.

See:

3630 I&R Assigned to Support Staff

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

I&R CNR

For reports categorized as I&R Clearly Not Reportable (CNR), intake specialists document only a brief summary of the reporter’s reason for calling.

See 3620 Processing an I&R That Is Saved and Closed at Intake.

All Other I&Rs

For all other I&R types, completing a Narrative is optional.

For more information on I&Rs, see:

2323 Information and Referrals

3631 I&Rs For Another Texas State Agency, Out-of State Agency, or Law Enforcement Agency

I&R Types, Definitions, and Narrative Requirements

3132 General Narrative Writing Guidelines

SWI Policy and Procedures October 2015

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.

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

  •  Identifies people clearly and consistently according to each person’s relationship 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 sibling of the victim who is 6 years old.

Completing the Narrative Page for Internet Reports

For internet reports, IMPACT automatically fills in the Narrative page with the information as it was entered by the reporter. The intake specialist does not change this statement, 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).

Guidelines for Completing the Sections of the Narrative (Not Specific to a Program)

The following items explain what is included in the sections of the narrative for all reports, regardless of the DFPS program involved:

3133 General Information and Description Section

3134 Conclusion Section

3135 Locating Information Section

Program Specific Guidelines for Completing a Narrative

See the following topics on SWI's Intake Procedures intranet page, under the section labeled Documentation, under the heading Narrative:

Intake Best Practice Narratives

I&R Best Practice Narratives

CRSR Best Practice Narrative

3133 General Information and Description Section

SWI Policy and Procedures October 2015

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:

1. 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.

See:

3220 History Searches

4930 Open Service Delivery Stages

2. If the Report was Received by Fax or Mail

At the top of the narrative, the intake specialist indicates whether the report of abuse or neglect was received by fax or mail. If the information was obtained through a telephone call, it is not necessary to document the source in this way.

3. 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 3324 Entering Correspondence in IMPACT.

4. 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.

5. 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).

See these topics on SWI’s Intake Procedures intranet page (in the Documentation section, under Narrative):

Intake Best Practice Narratives

I&R Best Practice Narratives

CRSR Best Practice Narrative

6. 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.”

For APS in-home intakes, it is important to document if the reporter was unable to provide the victim’s Social Security number.

7. Collateral Contacts

The intake specialist always asks for collateral contacts which are also referred to as collateral sources. Collateral contacts are persons who may be able to provide additional information about the family or the current situation.

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

See 3123 Demographics Section.

8. 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 3133.1 Documenting a Consultation (Staffing) with the Intake Supervisor.

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

  •  the call-out information, if applicable.

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 Call ID for the related report.

Information from Past Narratives is Not Included

While conducting a history search in IMPACT, the intake specialist may find previous involvement with protective services. The intake specialist explores the history found to review any allegations that have been previously investigated, as well as the case dispositions. The intake specialist does not use the information found in past intake narratives in making the assessment regarding the current report, as it may be inaccurate or outdated.

Past narratives, portions of past narratives, or information from them should not be used in the current narrative document.

Exception for Re-entry and UTC:

There is an exception to this practice. If a report requires re-entry, or an intake must be generated as the result of a previous UTC disposition, then the narrative of the previous report is copied in its entirety into the new narrative.

See 3173 SWI Procedures for Re-Entry.

3133.1 Documenting a Consultation (Staffing) With the Intake Supervisor

SWI Policy and Procedures October 2015

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, whether to notify law enforcement about the report, or whether the report requires special handling). Example: Staffed with [name of intake supervisor] for sensitive history.

See 2190 Consulting (Staffing) With the Intake Supervisor.

3134 Conclusion Section

SWI Policy and Procedures October 2015

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:

1. 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, APS);

  •  allegation (for example, PHAB); and

  •  priority (for example, P1).

The following are some examples:

  •  APS, PHAB, P1

  •  RCCL, NSUP, P2

2. A Conclusion Summary

For CPS intakes only, additional narrative documentation 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 narrative or in other sections of the intake. The conclusion summary is placed below the assessment statement.

3. History Information

The intake specialist completes a history search for all persons designated in the report as either a principal (PRN) or a reporter.

See:

3220 History Searches.

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

If DFPS history from a closed case is found on a principal, the intake specialist copies and pastes the case information from IMPACT into the Conclusion section. See 3123 Demographics Section, under the subhead Obtaining Details on Principal Sources.

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.

See 3133 General Information and Description Section (under the subhead Open Cases).

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.

For example, if the specialist finds an open APS case that involves some of the same principals as the CPS case that is being processed, the specialist pastes the open APS case into the Conclusion section, rather than at the top of the narrative.

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.

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

3135 Locating Information Section

SWI Policy and Procedures October 2015

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 should be documented in the Locating Information section of the narrative.

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