Handbook Revision, November 1, 2019
This revision of the Statewide Intake Policy and Procedures Handbook was published on November 1, 2019. Summaries of new or revised items are provided below.
Calling Back a Reporter (PATS 12052)
SWI rewrote the following section to make it better organized and clearer.
See:
2135 Calling Back a Reporter
2135.1 Confidentiality and Safety of the Reporter
2135.2 Calling Back Professional Reporters
2135.3 Calling Back Non-professional Reporters
2135.31 Guidelines for Calling Back a Non-professional Reporter
SWI 1000 Section of Handbook (PATS 11857)
This is a complete revision of the 1000 section of the SWI Handbook. SWI reviewed all material and re-organized it for clarity, continuity, and completeness.
The new 1000 section is a broad overview of SWI. Some material that used to be in the 1000 section has been moved to the 2000 chapter. All other chapters in the SWI handbook are undergoing the same review and re-organization.
See:
1000 The Statewide Intake (SWI) Contact Center
1100 Legal Information Basis
1110 Legal Requirement to Report Abuse, Neglect, or Exploitation
1111 Abuse or Neglect of a Child
1112 Abuse, Neglect, or Exploitation of a Person Age 65 or Older or an Adult With a Disability
1120 Anonymity, Confidentiality, Immunity, and Good Faith
1130 Confidentiality
1140 Immunity and Good Faith
1150 False Reporting
1160 1130 Notification to Law Enforcement
1200 SWI Contact Information
1210 Phone
1211 1210 Toll-Free Hotline SWI Main Number
1212 1221 Law Enforcement Line
1213 1222 Designated Line for Reports to HHSC Provider Investigations
1214 1223 Administrative Line
1215 1250 International and Collect Calls
1220 Alternative Phone Lines to Contact SWI
1220 1230 Texas Abuse Hotline Website for Online Reporting
1230 1240 Mail or Fax Mailing Address
1240 Walk-In
1300 1400 Communication Assistance Services
1310 1410 Interpretation Service for People who Speak Foreign Languages Language Line (Translation Services)
1320 1420 Interpretation Service for People who are Deaf, are Hearing-Impaired, or have Speech Disabilities Relay Texas Interpreter Services
1300 Processing Calls
1320 English Language Queue
1330 Spanish Language Queue
1400 1310 Automatic Call Distributor (ACD)
1500 Texas Department of Public Safety (DPS) Criminal History Check
1500 1600 Maintaining Records of Calls
1510 1610 IMPACT Case Management System
1520 1260 Call Recordings
1530 1620 Contact Center Statistics
1600 1700 Organizational Structure SWI Program Organization
1610 1710 Intake Specialists
1620 1711 E-Unit Specialists
1630 1720 Intake Supervisors
1640 Program Administrators
1650 1730 Support Staff
1660 General Computing Services (GCS) Staff
1670 1740 Workforce Management Staff Floor Managers
1680 1750 Program Improvement Specialists Unit
1690 1760 Training Specialists CLOE SWI
1700 1800 Workforce Workload Management
1710 1810 Shift Scheduling Shifts
1720 1820 Managing the Workload