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3170 Re-Entering a Report in IMPACT (Re-Entry)

SWI Policy and Procedures May 2015

If a SWI supervisor, worker V, or acting supervisor discovers that a report (that is, an intake, I&R, or CRSR) needs to be re-entered into IMPACT because of a technical problem or because SWI caused an error, the supervisor, worker V, or acting supervisor:

  •  re-enters the report; or

  •  assigns the re-entry to an intake specialist.

If the report is being re-entered because of an error made by SWI staff, the original intake specialist who made the error may be asked to complete the re-entry. The entry is not given to a specialist assigned to the re-entry queue, unless it was the intake specialist assigned to the queue who made the initial error.

If a Program Improvement staff member discovers the need for a re-entry, he or she uses the instant message conference system to send a request for re-entry to the Supervisor Floor Support room, where a supervisor assigned to Floor Support Duty facilitates the completion of the re-entry.

3171 Definitions of Re-Entry and Re-Entry Queue

SWI Policy and Procedures March 2014

A re-entry is when a report (that is, an intake, I&R, or CRSR) that has been assigned to the local office is re-entered into IMPACT because of an error or technical problem.

The Re-entry queue is the dedicated phone option (1-800-252-3223 and select option 2; or 512-929-6920 and ask for the re-entry queue) that is used by program staff to request a re-entry. A specialized group of workers is assigned to process requests from the Re-Entry Queue.

3172 Program Responsibilities for Re-Entry

3172.1 Reasons for Requesting a Re-Entry

SWI Policy and Procedures March 2014

Program staff must ask SWI to re-enter a report in IMPACT when a new report must be completed to correct specific problems or errors. A delay in making a re-entry request may create a safety issue.

Requests for re-entry are made under the circumstances explained below:

  •  An intake was entered for one program, but should have been classified as another program; for example, a report is marked as an APS In-Home Investigations (APS) intake, but needs to be an APS Facility Investigations (AFC) intake.

  •  A related (companion) report is needed, but was not completed at the same time that the original report was entered. The companion report may be for a different program.

  •  An I&R or case-related special request (CRSR) needs to be re-entered as an intake.

  •  A narrative is missing. Local office staff must have the narrative before they can initiate an investigation. Once the re-entry has been completed, SWI advises the requestor to submit a request to remove the problematic intake through the Make Your Own Ticket site.

  •  The date and time of a report needs to be changed. This can happen for a variety of reasons. Once the re-entry has been completed, SWI advises the requestor to submit a request to remove the problematic intake through the Make Your Own Ticket site.

  •  An error occurs in IMPACT; for example, the law enforcement notification (LEN) is incomplete or the report will not progress from the Intake stage.

  •  An intake that was not progressed from the Intake stage, but has been closed by program staff; for example, the report was downgraded to priority none (PN).

  •  A Licensing report (intake or I&R) did not automatically populate the CLASS application.

  •  An I&R was sent to an open APS or AFC case; however, even though the case still displays an open status, a disposition has been recorded and therefore no additional casework can be performed and a new case must be entered.

  •  A person’s information was inaccurately related to another person’s record in the IMPACT database and the DFPS Data Corrections department requires a re-entry. For a definition of the Relate function, see 3250 Relate Procedures.

3172.2 Removing a Problematic Report From a Workload

SWI Policy and Procedures March 2014

After SWI staff re-enter a report in IMPACT, program staff submit a request to remove the problematic intake through the Make Your Own Ticket site.

SWI staff do not have the capability of removing problematic intakes from the workloads of field staff.

3172.3 Notifying the Customer Service Center About a Problematic Report

SWI Policy and Procedures March 2014

Program staff notify the Customer Service Center (CSC) about a technical problem with a report when a problem occurs in any stage other than the Intake (INT) stage.

3172.4 Changes That Can Be Made to a Report by Program Staff

SWI Policy and Procedures March 2014

The following changes can be made by program staff. The changes do not require a re-entry request:

  •  Change a report’s priority.

  •  Reassign a report to a different county.

  •  Designate a report as requiring a Special Handling status, or add, modify, or remove sensitive details from a report.

  •  Correct the case name of a CPS intake.

  •  Change the status of an APS In-Home intake that is in open status on the Intake Actions page.

  •  Change a case name.

  •  Correct the facility name documented in an intake for either CCL or APS Facility Investigations (AFC).

If program staff have questions regarding the CPS screener’s eligibility questions, they are referred to the regional screener.

3173 SWI Procedures for a Re-Entry

3173.1 Confirming Program Authorization of a Re-Entry Request

SWI Policy and Procedures May 2015

APS, CPS, and CCL program staff must contact SWI at 1-800-252-3223 or 512-929-6920 to request that a report (intake, I&R, or CRSR) be re-entered into IMPACT. Re-entry requests are not accepted by the SWI Program Improvement Unit.

The intake specialist assigned to re-entry duty reviews each re-entry request. Requests for a re-entry must be authorized by a program supervisor or higher.

The staff member calling in the re-entry request does not need to be the person who is giving the authorization; another staff member may relay the authorization.

When requesting a re-entry, program staff must provide SWI with certain specific information. If the information is not known, the requestor is asked to call back after he or she obtains the unknown details. See 3173.3 What to Ask From Requestors of a Re-Entry.

If the intake specialist …

then the intake specialist …

  •  agrees that the re-entry is warranted; and

  •  the re-entry has been authorized by a program supervisor or higher, such as a program director (PD), program administrator (PA), regional director (RD), or manager …

completes the re-entry.

disagrees that a re-entry is warranted …

asks the requestor if the re-entry has been authorized by a program PD, PA, RD, or manager.

Authorized Requests

If the re-entry request was authorized by a program PD, PA, RD, or manager, the intake specialist completes the re-entry. See 3173.55 Completing a Valid Request for Re-Entry in IMPACT

Unauthorized Requests

If the re-entry request was not authorized by a program PD, PA, RD, or manager, the intake specialist confers in a staffing with the SWI supervisor. If the SWI supervisor agrees that the re-entry is not warranted, the intake specialist asks the requestor to obtain authorization from a program PD, PA, RD, or manager.

3173.2 When the Data Corrections Department Requests a Re-Entry

SWI Policy and Procedures May 2015

If a Data Corrections staff person identifies a report that needs to be re-entered, he or she must contact SWI re-entry staff to request the re-entry.

If a Data Corrections staff person identifies a report that was not handled correctly by SWI, but that does not need to be re-entered, he or she sends an email to the SWI Program Improvement Unit.

3173.3 What to Ask From Requestors of a Re-Entry

SWI Policy and Procedures March 2014

When processing a re-entry request, the SWI intake specialist asks requestors to provide the following information:

  •  The requestor’s name

  •  The requestor’s phone number

  •  The requestor’s work email address

  •  The requestor’s region and county

  •  The requestor’s program

  •  The case number or Call ID of the report that needs to be re-entered

  •  The reason that the report needs to be re-entered

  •  The name of the facility, if the re-entry is a for a report related to Licensing or APS Facility Investigations

  •  The  name and title of the person authorizing the re-entry

  •  The date and time to be used in the new report. Typically it is the date and time of the original report, with the following exceptions:

  •  If the investigation has already been initiated by the program requesting the re-entry, the date and time need to be changed to the date and time specified by the program.

  •  If the re-entry involves a report for another program, the date and time used for the new report is the date and time that the re-entry request is initiated.

3173.4 Intake Specialists Not Assigned to the Re-Entry Queue

SWI Policy and Procedures March 2014

Intake specialists who are not assigned to the re-entry queue follow these procedures:

If an intake specialist not assigned to the E-Unit (a specialized intake unit)…

then the intake specialist …

receives a call requesting that a report be re-entered into IMPACT, and the specialist is not assigned to process re-entries, …

must determine whether the requestor is a DFPS staff member.

If yes, the requestor is a DFPS staff member, then the intake specialist transfers the call to the re-entry queue (x3966).

Only DFPS staff may be transferred to the re-entry queue.

If no, the requestor is not a DFPS staff member, then the intake specialist:  

  •  interviews the requestor;

  •  assesses the information provided by the requestor; 

  •  determines the type of report the requestor needs re-entered (that is, an intake, I&R, or CRSR); and

  •  processes the report accordingly.

receives a re-entry request by fax or through the Internet reporting system and the request contains insufficient information or inadequate approval, …

attempts to contact the requestor on the requestor’s office phone to get clarification.

If contact is made, then the intake specialist processes the re-entry request.

If no contact is made, then the intake specialist:

  •  leaves a voice mail message for the requestor explaining why the request cannot be completed;

  •  asks the requestor to contact the re-entry queue;

  •  documents the call as an I&R - Other Business; and

  •  clicks the Save and Close button.

receives a request for re-entry from a supervisor, worker V, or acting supervisor, …

  •  follows the procedures explained in 3173.55 Completing a Valid Request for Re-Entry in IMPACT; and

  •  obtains any notes or details that are needed from the supervisor, worker V, or acting supervisor who is assigning the re-entry.

3173.5 Intake Specialists Assigned to the Re-Entry Queue

SWI Policy and Procedures March 2014

All re-entry requests are called into SWI at 1-800-252-3223 or 512-929-6920. Specialists assigned to process re-entries must ask requestors to provide the information listed in 3173.3 What to Ask From Requestors of a Re-Entry. If any of the information is not known, the intake specialist asks the requestor to call back when he or she can provide the information.

If the requestor has called only for guidance on how to delete a report from a workload, the intake specialist advises the requestor to submit the request to remove a problematic intake through the Make Your Own Ticket site.

3173.51 Re-Entry Requests That Must Be Processed by a SWI Supervisor or Worker V

SWI Policy and Procedures March 2014

Intake specialists do not have access to call recordings or sensitive cases.

If a re-entry request involves a sensitive case or a recording of a call, the intake specialist consults with a SWI supervisor or worker V who is assigned to the staffing queue.

If the supervisor or worker V determines that the request is valid, the intake specialist does as follows:

  •  Documents in the Narrative of the I&R – Other Business Call the reason the request was given to a supervisor or worker V and the name of the supervisor or worker V completing the re-entry

  •  Provides the Call ID of the I&R – Other Business Call to the staffing supervisor or worker V

  •  Clicks the Save and Close button.

The supervisor or worker V then facilitates the re-entry of the report.

3173.52 Processing a Re-Entry Request in IMPACT From the Re-Entry Queue

SWI Policy and Procedures March 2014

All re-entry requests are documented as an I&R – Other Business Call. If the request is valid, the intake specialist generates an I&R in addition to the new report.

In the I&R – Other Business Call, the intake specialist:

1.   enters on the Call Entry page the name, address, and phone number of the Requestor;

2.   enters in the In Re field the same information that was entered in the original case for which re-entry is being requested;

3.   selects the I&R type of Other Business Call;

4.   documents in the Narrative:

  •  that the program is requesting the re-entry,

  •  the reason for the re-entry request,

  •  the Call ID or case number of the report being re-entered,

  •  whether the date and time needs to match the original report, or whether the current date and time of the re-entry request must be used, and

  •  the name of the supervisor or higher-level staff member requesting or authorizing the re-entry;

5.   saves the Narrative;

6.   provides the requestor with the Call ID of the I&R – Other Business Call; and

7.   follows the procedures explained in:

3173.53 If the Re-Entry Request Is Invalid; or

3173.54 If the Re-Entry Request Is Valid

3173.53 If the Re-Entry Request Is Invalid

SWI Policy and Procedures March 2014

If the re-entry request is invalid, the intake specialist:

  •  documents the reason why the request was declined in the I&R – Other Business Call;

  •  provides the requestor with the steps that need to be taken if they disagree with the determination made by Statewide Intake; and

  •  Clicks the Save and Close button.

3173.54 If the Re-Entry Request Is Valid

SWI Policy and Procedures March 2014

If the re-entry request is valid, the intake specialist:

  •  opens a new intake in IMPACT to use for the actual re-entry;

  •  enters the Call ID number for the new intake into the Narrative of the I&R in which the specialist is documenting the request;

  •  clicks the Save and Close button; and

  •  completes the re-entry.

3173.55 Completing a Valid Request for Re-Entry in IMPACT

SWI Policy and Procedures November 2015

The intake specialist re-enters a report in IMPACT only after confirming that the re-entry request has been properly authorized by the program. See 3173.1 Confirming Program Authorization of a Re-Entry Request.

Completing a Properly Authorized Re-Entry in IMPACT

On the Call Information page of the new intake, the intake specialist:

  •  selects the check box labeled Re-entry;

  •  selects from the drop-down list the appropriate reason for the re-entry, from the following options:

Backdating: When field staff request that SWI re-enter an original report and correct the date and time on the intake so that the date and time on the intake coincide with the prior date and time that field staff initiated the investigation

Child Safety Review: Used for any re-entry request made by a child safety specialist when it has been determined that the case should not have been closed (This option is rarely used.)

SWI Error: Used when a report cannot be acted upon due to an error made by SWI staff, such as when an assignment is made to the wrong program

Technical Problems: Used when a report cannot be processed because of technical problems with IMPACT, such as when a report does not progress to the next stage

Field Error: Used when field staff closed a case in error

Other: Used for re-entry requests that do not fit in one of the categories listed above

  •  completes the Call Information page, the Call Person Detail page or pages, and the Intake Actions pages, as appropriate;

  •  enters the following statement in the Narrative, with the appropriate information included: Re-entry for Call ID XXXXXX at the request of (name, program, title) because of (reason for the re-entry);

  •  pastes into the Narrative field the content entered in the Narrative from the original report;

  •  documents his or her own name and title (intake specialist) below the Narrative for the original report; and

  •  processes the report according to any special instructions provided by the requestor. If there are no special instructions, the intake specialist processes the report according to standard SWI routing procedures.

If there are concerns about an SWI error, the intake specialist processing the re-entry:

  •  fills out the Re-Entry Feedback template available on SWIndex (SWI’s online presence for resources such as templates, logs, and hotline-related materials); and

  •  sends the completed template to the supervisor of the specialist who generated the original report.

3174 Re-Entering a CRSR That is Assessed Due to a Lack of Locating Information

SWI Policy and Procedures November 2015

A CRSR is completed due to a lack of locating information when SWI requests assistance finding a family from FINDRS and Missing Persons Clearing House (MPCH). See 2322.1 Assessing a CRSR When There is Not Enough Locating Information for a CPS, RCCL, or DCL Intake. When locating information is received from FINDRS via email, the correspondence is assigned by IEX to an intake specialist for re-entry into an intake. When locating information is received from MPCH via email, the correspondence is assigned by a program administrator or supervisor to an intake specialist for re-entry. The correspondence from FINDRS or MPCH with the new locating information will contain the original Case Number, enabling the intake specialist to retrieve the information from IMPACT and re-enter it.

Procedures For Re-Entry

  •  The re-entry is not back-dated to the date and time of the original call.

  •  The reason for re-entry is Other.

  •  The reporter documented in the original CRSR is the reporter for the new report; the documented reporter is not FINDRS or MPCH.

  •  The intake specialist documents that the locating information was received from FINDRS or MPCH in the reporter’s Person Notes, as well as any contact information for the FINDRS or MPCH staff member. The original Call ID number is also documented in the reporter’s Person Notes.

  •  All other re-entry procedures are followed as normal. See 3173.55 Completing a Valid Request for Re-Entry in IMPACT.

Considerations When Re-Entering the CRSR

If the intake specialist disagrees that the information meets the definition of abuse, neglect, or exploitation or believes that a CPS PN is now appropriate due to the time that has passed since the original report, then report is staffed with a supervisor. See 2190 Consulting (Staffing) With the Intake Supervisor and 4334 Reasons for Assessing a PN.

If the locating information is for the alleged perpetrator or household member of the alleged perpetrator and locating information for the victim is still unknown, the county of the intake is the county where the alleged perpetrator lives.

For instructions on how to fill out the correspondence cover sheet, see 3323 Completing the Correspondence Cover Sheet and Documenting a Records Search, subheading When an Exact Match is Not Found.

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