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3900 Assignment and Call Out

SWI Policy and Procedures August 2015

See:

4942 CPS Call-Out Procedures, Assignment Chart, and Offices Open After Regular Business Hours

5354 DCL Assignment and Call-Out

5464 RCCL Assignment and Call Out

6920 APS In-Home Call Out and Assignment

7740 Assigning and Calling Out Intakes Related to APS Provider Investigations

3910 Change of County for Case Assignment

SWI Policy and Procedures April 2012

There are times when a “change of county” is needed to accurately assign a report.

For CPS, see 4941 CPS Change of County for Case Assignment.

For RCCL, see 5464 RCCL Assignment and Call Out.

For APS In-Home Investigations, see 6914 APS In-Home Change of County for Case Assignment.

IMPACT Procedure

To assign a report to a different county than the default county, the intake specialist:

  •   enters the case name’s address following the specific program’s standard procedure;

  •   saves and assigns the report to himself or herself;

  •   clicks on the Report from the assigned workload;

  •   selects Case Management;

  •   selects the county where the report needs to be assigned;

  •   selects Save;

  •   selects My Tasks to return to the specialist’s workload;

  •   selects the check box next to the appropriate intake, and selects Assign; and

  •   assigns the report following standard procedures.

3911 Time of Transmission of Intake

SWI Policy and Procedures April 2012

The time of transmission is defined as the time the intake specialist completes the intake and clicks the “Save & Assign” or “Save & Submit” button.

3920 Call-Outs

SWI Policy and Procedures August 2015

A call-out 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.

Some CPS offices have extended business hours. See Manual Assignment Chart. 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:

4942 CPS Call-Out Procedures, Assignment Chart, and Offices Open After Regular Business Hours

3930 Call Out and Assignment Charts

3921 Call-Outs Performed by SWI Support Staff

SWI Policy and Procedures August 2015

Under most circumstances, SWI support staff complete call-outs.

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 3134 Conclusion Section for directions on pasting history in the Conclusion.

3922 Call-Outs Performed by Intake Specialists

SWI Policy and Procedures August 2015

An intake specialist always performs the call-out in the following situations:

  •  For all APS Facility Investigations intakes

  •  For emergencies that cannot wait for the report to be completed in IMPACT and assigned to support staff (intakes, I&Rs, or CRSRs)

  •  When directed to do so by a supervisor

  •  When SWI support staff is not on site

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.

See 3922.3 Call Outs in Emergency Situations.

3922.1 Call-Outs for CPS and CCL When SWI Support Staff Is Not Available

SWI Policy and Procedures August 2015

All CCL and CPS intakes require law enforcement notification (LEN), which is normally done by SWI support staff.

If SWI support staff is not available and the intake specialist has called out the intake, the field on-call worker may request that the intake be assigned immediately to his or her workload. Under these circumstances the intake specialist:

  •  documents the on-call worker’s request in the narrative;

  •  sends an email to the law enforcement notification (LEN) mailbox (lenrpts@dfps.state.tx.us);

  •  enters into the subject line, “LEN needs to be done. Call ID#." (include call ID #);

  •  sends the email; and

  •  saves and assigns the intake directly to the field worker as directed.

3922.2 Call-Outs for APS In-Home and APS Facility Investigations

SWI Policy and Procedures August 2015

The intake specialist always completes the call-out for an intake that is being sent to APS Facility Investigations. These call-outs must be made within 40 minutes of beginning the call or e-report.

APS In-Home call-outs are normally completed by SWI support staff, unless SWI support staff are unavailable or it is an emergency.

Unlike CPS and CCL intakes, APS In-Home and APS Facility Investigations intakes do not require Law Enforcement Notification (LEN).

See:

3923 Contacting On-Call Staff

3924 Documenting the Call-Out in IMPACT

3922.3 Call-Outs in Emergency Situations

SWI Policy and Procedures July 2016

Regardless of the time of day, the intake specialist calls out any emergency situation that requires immediate field response. In addition to the intake, I&R, or CRSR that is sent to the field, the intake specialist completes one I&R Worker Call Out to document all attempts to contact field staff. On the Call Information page of the I&R Worker Call Out, the intake specialist enters the name, city, county, and phone number of the person with whom actual contact is made.

See:

3924 Documenting the Call-Out in IMPACT

3925 Saving and Assigning Intakes

3923 Contacting On-Call Staff

SWI Policy and Procedures May 2016

During the course of their duties, SWI support staff and intake specialists may need to contact field staff after business hours. On-call staff is listed 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 4942 CPS Call-Out Procedures, Assignment Chart, and Offices Open After Regular Business Hours.

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

If there is still no response after attempting to contact the final person listed on the schedule, or the 40 minute mark has been reached on an AFC intake, the intake specialist or SWI support staff member consults with an SWI 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 August 2015

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 Call Information page:

  •  the field worker’s name and county;

  •  the In Re, 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 Call 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 3927.2 Problems With On-Call Schedules or On-Call Staff.

3925 Saving and Assigning Intakes

SWI Policy and Procedures August 2015

Most reports (intakes, CRSRs, and I & Rs) are saved and assigned according to the appropriate assignment chart. The designated assignment chart indicates to which person’s workload the report should be assigned or submitted.

For exceptions see:

3420 Saving and Submitting Sensitive Reports for Approval

4436 Protective Service Alerts (PSA)

See:

3930 Call-Out and Assignment Charts

3150 Saving or Closing a Report

3926 Staff Search

SWI Policy and Procedures April 2012

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 Call Information page for an I&R or the Intake Action page of an intake, the intake specialist:

1.   clicks the Save and Assign button. The Assign page is now visible on the screen;

2.   clicks the Select Staff button from the Assign page;

3.   types the last name of the person to whom the report will be assigned in the correct field;

4.   selects the checkbox beside the appropriate name and clicks the Continue button;

5.   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?” Click the OK button, which will cause the intake specialist’s name to be replaced with the selected worker; and

6.   clicks the Save button when the correct name appears in the Assignments section of the Assign page.

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