Statewide Intake
Handbook Revision, March 2014
This revision of the Statewide Intake Policy and Procedures Handbook was published on March 3, 2014. A summary of the revised material is provided below.
Changes to SWI Correspondence Policy
Changes to SWI Correspondence Policy (PATS 6452)
The following items are revised to reflect changes to SWI’s internal procedures for processing correspondence.
See:
3320 Correspondence Mailed or Faxed to SWI
3321 Processing Handling Correspondence Using Electronic Documents and Email
3322 [new item] Processing Correspondence When Electronic Documents and/or Email are Unavailable
3323 3322 Completing the Correspondence Cover Sheet and Documenting a Records Search
3324 3323 Entering Correspondence in IMPACT
3324.1 [new item] Correspondence: IMPACT Documentation for an Existing IMPACT Report
3324.2 [new item] Correspondence: IMPACT Documentation for a New Report
3324.3 [new item] Determining the Reporter and Documenting Related Information in Correspondence
3324.4 [new item] Narrative Documentation Specific to Correspondence
3324 Completed Correspondence
Cross-references to these items were updated in:
3131 General Information and Description Section
The Re-Entry Process (PATS 6477)
The entire 3170 section is revised to clarify the circumstances under which intake staff transfer calls to the re-entry queue, to include additional reasons for making re-entry requests, and to update or delete outdated references. See:
3170 Re-Entering a Report in IMPACT (Re-Entry)
3171 Definitions of Re-Entry and Re-Entry Queue
3172 Program Responsibilities for Re-Entry
3172.1 Reasons for Requesting a Re-Entry
3172.2 Removing a Problematic Report From a Workload
3172.3 Notifying the Customer Service Center About a Problematic Report
3172.4 Changes That Can Be Made to a Report by Program Staff
3173 SWI Procedures for a Re-Entry
3173.1 Confirming Program Authorization of a Re-Entry Request
3173.2 When the Data Corrections Department Requests a Re-Entry
3173.3 What to Ask From Requestors of a Re-Entry
3173.4 Intake Specialists Not Assigned to the Re-Entry Queue
3173.5 Intake Specialists Assigned to the Re-Entry Queue
3173.51 Re-Entry Requests That Must Be Processed by a SWI Supervisor or Worker V
3173.52 Processing a Re-Entry Request in IMPACT From the Re-Entry Queue
3173.53 If the Re-Entry Request Is Invalid
3173.54 If the Re-Entry Request Is Valid
3173.55 Completing a Valid Request for Re-Entry in IMPACT
Cross-references to the renamed item 3170 above were updated in:
2361 When DFPS Staff Make a Report for Their Own DFPS Program
2612 Handling Complaints from Field Staff Regarding SWI
3111 Call Entry Section
Problematic Reports – Intakes & I&Rs That Are Stuck or Marked for Deletion (PATS 6617)
The item below is added to explain how to process intake reports and I&Rs that are stuck in the intake stage or are marked for deletion. This revision was published on February 11, 2014.
See:
3940 Stuck Intakes or Intakes Marked for Deletion