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2182 Reporter Requests to Speak to Field Staff

SWI Policy and Procedures April 2010

When a reporter requests to speak with a field worker, the intake specialist must first determine why the reporter is calling.

The intake specialist must assess the following:

  •  If this is a new intake of abuse, neglect, or exploitation, then the intake specialist completes the information as an intake and processes accordingly. The intake specialist informs the reporter that a new intake is being completed. See 2310 Intake.

  •  If there is an open intake or case and the current reporter has additional information, the intake specialist completes an I&R. The intake specialist assesses whether a call out is warranted and follows call out procedures as needed. See 2324 Subsequent Information Regarding an Existing DFPS Case and 3900 Assignment and Call-Out.

If the reporter asks to speak to a field worker for other reasons, the reporter is referred to the local office and provided with the local office phone number. An I&R General FPS Information is completed, saved, and closed. For a description of this type, see I&R Types, Definitions, and Requirements. See also 3620 Processing an I&R That Is Saved and Closed at Intake.

2182.1 Interstate Compact (ICPC) Requests

SWI Policy and Procedures April 2010

Any reporter inquiring about placement or requesting a home study for a child across Texas state borders (a request from Texas to another state or another state making the request to Texas) is advised to make a formal ICPC request through his or her local state headquarters. This request will be forwarded to the Texas ICPC Division of CPS. See the Child Protective Services Handbook, 8300 Interstate Compact for the Placement of Children (ICPC).

2182.2 Foster Care or Adoption Information Requests

SWI Policy and Procedures April 2010

Reporters requesting information about becoming a foster or adoptive parent or requesting information about a Texas child available for adoption are referred to the Children in Our Care page on the DFPS internet.

2182.3 Child Care Information

SWI Policy and Procedures April 2010

Reporters requesting information about CCL regulations or licensed facilities are directed to the Texas Child Care Licensing (CCL) page on the DFPS internet.

2182.4 Requests From Law Enforcement to Speak to Field Staff

SWI Policy and Procedures May 2015

When law enforcement personnel (which includes Border Patrol officers and Immigration and Customs Enforcement (ICE) officers) contact SWI and request to speak with a field worker, the intake specialist first determines if the reporter wants to make a report of abuse, neglect, or exploitation. If so, the intake specialist follows procedures for assessing a report. If a new intake is appropriate, the intake specialist prioritizes the intake based on normal assessment procedures.

When the situation does not involve taking an intake, but law enforcement requests that a DFPS field worker be contacted, the intake specialist completes either a CRSR or I&R.

When law enforcement wants a field worker contacted for immediate assistance, the intake specialist contacts:

  •  the routing coordinator, if the field office is open; or

  •  the on-call worker, if the field office is closed.

An I&R to an open case is completed if a case is open, if not a CRSR – Rqst Local Public Assistance is completed.

When law enforcement wants to make contact with a field worker regarding an open case, the intake specialist:

  •  provides the phone number to the local office, if the field office is open; or

  •  contacts the on-call worker, if the field office is closed.

An I&R – Call Regarding Existing Case is completed.

SWI strives to be responsive to law enforcement. However, SWI does not provide law enforcement with personal information on field staff, such as home or cell phone numbers, or private addresses.

See:

3710 Case-Related Special Request

3600 Processing an Information and Referral (I&R)

2182.5 Requests From Field Staff to Speak With Other Field Staff

SWI Policy and Procedures August 2015

SWI provides home or cell phone numbers for field workers or supervisors only to other DFPS staff who need to speak to them immediately about a case or work-related matter.

Before providing any home or cell phone number, SWI staff must obtain the requestor’s personal identifying information, such as his or her IMPACT person ID, office phone number, and supervisor’s name. This information can then be verified using the Staff Detail page in IMPACT.

For offices open 24 hours a day, SWI staff do not give out home phone numbers, but provide the phone number to the open office.

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

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