3000 Information and Referral (I&R) Reports
SWI Policy and Procedures May 2026
The intake specialist cannot complete an intake when information does not meet the legal definitions of what Adult Protective Services (APS), Child Protective Investigations (CPI), Child Care Investigations (CCI), or Provider Investigations (PI) can investigate. The intake specialist completes an I&R when reported information does not meet the criteria for an intake.
Depending on the I&R type, Statewide Intake (SWI) may do one of the following:
- Forward it to field staff for handling.
- Send it to another agency for review.
- Close the I&R.
3100 I&R Types
SWI Policy and Procedures May 2026
SWI uses 19 types of I&Rs explained in the following sections.
3101 I&R CVS Caseworker Notification
SWI Policy and Procedures May 2026
The intake specialist completes an I&R CVS Caseworker Notification anytime a child in DFPS conservatorship, or an adult in extended foster care, is a principal (PRN) in an intake for any program.
The intake specialist does not complete this I&R type when either of the following apply:
- The child in DFPS conservatorship, or adult in extended foster care, is a collateral (COL) in an intake.
- The only report is an I&R or a case-related special request (CRSR).
The intake specialist completes separate I&Rs when any of the following apply:
- Multiple unrelated children in DFPS conservatorship are PRNs in one intake.
- Multiple related children have different conservatorship (CVS) caseworkers as indicated in the Substitute Care (SUB) stage.
- One contact results in multiple intakes (for the same or different program) involving a child in DFPS conservatorship as a PRN.
The intake specialist completes this I&R in addition to other required I&R notifications and necessary call-outs. See 4561.1 Situations That Require an I&R to Existing CPS Case.
The intake specialist duplicates the intake with the New Using function as follows:
- Uses the current date and copies the following:
- Reporter information
- Person section, including the person list
- Narrative
- Verifies person searches and relating person matches are complete.
- Documents “Narrative is from intake completed for [specific program name]” at the top of the narrative.
- Does not edit any other part of the narrative.
- Manually assigns the I&R to the CVS caseworker who is indicated in the SUB stage for the specific child or young adult. This includes the stage type Interstate Compact on the Placement of Children (C-IC).
See 2812 Duplicating a Report (New Using).
3110 AFC Client Rights/Fac Admn Issues
SWI Policy and Procedures May 2026
The intake specialist completes an I&R AFC Client Rights/Fac Admn Issues when both of the following are true:
- Information does not meet the legal definition of abuse, neglect, or exploitation.
- The client (CL) lives in or receives services from any of the following:
- A facility or a facility employee, officer, agent, contractor, subcontractor, or volunteer under the jurisdiction of Health and Human Services (HHSC) Provider Investigations (PI).
- A Medicaid-paid community provider under the jurisdiction of PI who is not employed by a home and community support services agency (HCSSA). This includes the following:
- Home and Community-based Services (HCS)
- Texas Home Living (TxHmL)
- Youth Empowerment Services (YES) waivers
- Consumer Directed Services (CDS)
- A facility regulated by Residential Child Care Regulation (RCCR), and the client is an adult with a disability.
The intake specialist assigns this I&R type. The intake specialist does not close reports about client rights or facility administrative issues. See Assignment Charts on the DFPS intranet.
When Not to Complete an I&R AFC Client Rights/Fac Admn Issues
The intake specialist does not complete an I&R AFC Client Rights/Fac Admn Issues if the report involves any of the following:
- Information about people involved in an open PI case. The intake specialist completes an I&R to Existing PI Case, which appears in IMPACT as an I&R to Existing APS-PI Case, instead. See 3121.6 Existing Provider Investigations (PI) Case and Possible Client's Rights Issues.
- A HCSSA or an employee of a HCSSA. The intake specialist completes an I&R Referred to HHSC instead. See 3172 Referred to HHSC.
- A state supported living center (SSLC) or intermediate care facility for individuals with an intellectual disability or related condition (ICF/IID). The intake specialist completes an I&R Referred to HHSC instead. See 3172 Referred to HHSC.
3120 I&R to Existing Case
SWI Policy and Procedures May 2026
Each DFPS program has its own I&R to Existing Case designation.
The intake specialist completes an I&R to Existing Case when a reporter provides information that does not require a new intake but is relevant to an open case in the same or another program. Examples include:
- Additional details about a previously reported incident
- Additional collaterals (COLs)
- Additional locating information
If the information involves a person who is a principal (PRN) in an open case, and it is unclear if the information is relevant to the open case, the intake specialist completes an I&R to Existing Case.
If the information is not relevant to any open case, the intake specialist completes a more appropriate I&R type.
Exception: The intake specialist completes an I&R to Existing PI Case, which appears in IMPACT as an I&R to Existing APS-PI Case, any time the information involves a person who is a PRN in an open Provider Investigations (PI) case, regardless of the information’s relevancy to the open case.
For more information specific to open cases, see:
3121 Specific Considerations for an I&R to Existing Case
CCR Situations Involving a Child in DFPS Conservatorship on the DFPS intranet
If the I&R involves human trafficking, the intake specialist sends an additional I&R to the Texas Department of Public Safety (DPS) – Joint Crime Information Center (JCIC). See 3171 Non-FPS Criminal Matter Referred to Law.
Completing an I&R to Existing Case for Multiple Cases
The intake specialist sends an I&R to Existing Case to multiple cases if any of the following criteria apply:
- Different counties—Multiple open cases exist with the same name and for the same program, but in different counties.
- Different case names—Multiple open cases exist for the same program but with different case names, and the information is relevant to each open case.
- Different programs—Multiple open cases exist in different programs, and the information is relevant to each program.
If there are multiple open cases for the same program, with the same case name, in the same county, the intake specialist completes only one I&R to Existing Case.
Completing an I&R to Existing Case and an Intake or a Case-Related Special Request (CRSR)
The intake specialist completes an I&R to Existing Case in addition to an intake or a CRSR if any of the following criteria apply:
- Different county—At least one open case exists with the same case name and for the same program, but in a different county.
- Different case name—At least one open case exists for the same program but with a different case name, and the information is relevant to that open case.
- Different program—At least one open case exists in a different program, and the information is relevant to that program.
For exceptions, see:
3121 Specific Considerations for an I&R to Existing Case
CCR Situations Involving a Child in DFPS Conservatorship on the DFPS intranet
3121 Specific Considerations for an I&R to Existing Case
SWI Policy and Procedures May 2026
Child Protective Investigations (CPI) and Child Protective Services (CPS) cases have many stages, and multiple stages can be open at once. The intake specialist completes an I&R to Existing CPS Case for only certain stages.
3121.1 When to Send an I&R to Existing CPS Case
SWI Policy and Procedures May 2026
The intake specialist sends an I&R to Existing CPS Case to the local office only for open Child Protective Investigations (CPI) and Child Protective Services (CPS) cases in the following service delivery stages:
- Intake (INT)
- Investigation (INV)
- Alternative Response (AR)
- Family Preservation (FPR)
- Family-Based Safety Services (FBSS)—also documented as FPR or CPS Family Preservation in IMPACT.
- Substitute Care (SUB). This includes the stage type Interstate Compact on the Placement of Children(C-IC) only in those situations described in 4711.1 CPI Out-of-State Table and 4711.3 Child in an Out-of-State Placement, Including ICPC, Alleges Abuse or Neglect.
- Family Substitute Care (FSU)
- Family Reunification (FRE)
The Case List displays only the most recently opened stage. The intake specialist may need to open the Case Summary to review all stages and determine if any of the above stages are open.
I&Rs that pertain to open CPI or CPS cases are routed to the county with jurisdiction for the open case. If the county for a SUB stage type C-IC is out-of-state, the intake specialist assigns the I&R to the county where the child is placed.
3121.2 Child Protective Services (CPS) Case-Related Special Requests (CRSRs)
SWI Policy and Procedures May 2026
The intake specialist sends an I&R to Existing CPS Case to an open CPS CRSR, only if the information is relevant to the CRSR. If the information is not relevant to an open CRSR, the intake specialist completes a more appropriate I&R type.
3121.3 When Not to Send an I&R to Existing CPS Case
SWI Policy and Procedures May 2026
Cases in the Preparation for Adult Living (PAL) Stage
The intake specialist does not send an I&R to Existing CPS Case to a case with an open PAL stage, unless it also has an open service delivery stage listed in 3121.1 When to Send an I&R to Existing CPS Case.
Cases in the Substitute Care (SUB) Stage
The intake specialist does not send an I&R to Existing CPS Case to an open case in the SUB stage if it contains any of the following stage types:
- Interstate Compact on the Placement of Children(C-IC), except as stated in 3121.1 When to Send an I&R to Existing CPS Case.
- Juvenile Probation (C-JPC).
- Texas Juvenile Justice Department (C-TYC).
See:
3416 Request for an Interstate Compact on the Placement of Children (ICPC)
Child Protective Services Handbook, 1410 Definition of Case and Stage
The intake specialist does not complete an I&R to Existing CPS Case if the only open stage is one of the following:
- Adoption (ADO)
- Foster Adopt (FAD)
- Post Adoption (PAD)
- Kinship (KIN)
- Permanency Care Assistance (PCA)
- Administrative Review (ARI)
- Preparation for Adult Living (PAL)
Instead, the intake specialist completes an I&R that is most appropriate to the situation.
Exception for Anonymous Reporters
The intake specialist does not complete an I&R to Existing CPS Case if an anonymous reporter reveals information that meets the legal definition of child abuse or neglect under the jurisdiction of Child Protective Investigation (CPI). Instead, the intake specialist completes and closes an I&R Refused to Report, regardless of relevancy to the open case.
3121.4 Aging Out of Care (AOC) Stage in Adult Protective Services (APS) Cases
SWI Policy and Procedures May 2026
Some APS cases may be open in the Aging Out of Care (AOC) stage. DFPS opens this stage for a child in DFPS conservatorship who may need guardianship services past age 17.
The intake specialist does not complete an I&R to Existing APS Case when the case is open in this stage. Instead, he or she sends an I&R to Existing CPS Case with the open Substitute Care (SUB) stage.
3121.5 Adult Protective Services (APS) Case-Related Special Requests (CRSRs)
SWI Policy and Procedures May 2026
The intake specialist sends an I&R to Existing APS Case to an open APS CRSR, only if the information is relevant to the CRSR. If the information is not relevant to an open CRSR, the intake specialist completes a more appropriate I&R type.
3121.6 Open Provider Investigations (PI) Case and Possible Client’s Rights Issues
SWI Policy and Procedures May 2026
The intake specialist only completes an I&R to Existing PI Case, which appears in IMPACT as an I&R to Existing APS-PI Case, if there is an open PI case and both of the following are true:
- The current report is about possible client’s rights or administrative issues.
- The open PI case is about one or more of the people involved.
See 3110 AFC Client Rights/Fac Admn Issues.
3121.7 Open Day Care Investigations (DCI) or Residential Child Care Investigations (RCCI) Case and Possible Standards Compliance Issues
SWI Policy and Procedures May 2026
The intake specialist only completes an I&R to Existing DCL Case or I&R to Existing RCL Case if there is an open DCI or RCCI case, and the current report contains either of the following:
- Information about standards compliance in a Day Care Regulation (DCR) or Residential Child Care Regulation (RCCR) operation.
- Information relevant to the open DCI or RCCI case.
See 3160 Standards Compliance.
3130 Reentry Request and Call Back
3131 Reentry Request
SWI Policy and Procedures May 2026
The intake specialist completes an I&R Reentry Request when he or she completes a reentry requested by any of the following:
- Field staff
- Policy and Performance Management (PPM)
- An intake supervisor
- A worker V
- A program administrator (PA)
The intake specialist completes this I&R type for all reentry reason codes.
See 2860 Reentry Requests from Field Staff.
3132 Call Back (EBC Use Only)
SWI Policy and Procedures May 2026
The e-unit specialist completes an I&R Call Back (EBC Use Only) when he or she calls a reentry requester to obtain clarification or details on a requested reentry sent by mail, fax, or internet.
See 3423 Out-of-State Agency Requests for Case History (OOS Requests).
3140 Chronic Caller
SWI Policy and Procedures May 2026
The intake specialist completes an I&R Chronic Caller when the reporter is documented on the APS Chronic Caller List on the Intake Procedures resource on the DFPS intranet. Field staff have identified callers on this list as having a pattern of making false or frivolous allegations of abuse, neglect, or financial exploitation of him or herself.
See:
2123 Chronic Reporters (Chronic Callers)
3150 Clearly Not Reportable
SWI Policy and Procedures May 2026
There are two types of I&R Clearly Not Reportable reports:
- Clearly Not Reportable - Re: Children
- Clearly Not Reportable - Re: Elder/Disabled Adult
The intake specialist completes the appropriate I&R Clearly Not Reportable when both of the following are true:
- The reporter gives information that requires an assessment.
- The information does not meet the legal definition of abuse or neglect for Child Protective Investigations (CPI) or abuse, neglect, or exploitation for Adult Protective Services (APS).
When the household involves both a child and an elderly or disabled adult, the intake specialist completes an I&R Clearly Not Reportable - Re: Children.
3160 Standards Compliance
SWI Policy and Procedures May 2026
There are two types of I&R Standards Compliance reports:
- DCL Standards Compliance
- RCL Standards Compliance
The intake specialist completes an I&R Standards Compliancewhen concerns about a day care or residential child care operation or home do not meet the legal definition of abuse, neglect, or exploitation. This includes operations and homes under Day Care Regulation (DCR) or Residential Child Care Regulation (RCCR).
The intake specialist assigns this I&R type. He or she does not close reports that are standards compliance concerns. See Assignment Charts on the DFPS intranet.
The intake specialist does not complete this I&R type simply because the operation or home is mentioned in the report. He or she only completes this I&R type when the report is about something that occurred at the operation or home or under the supervision of staff while away from the operation or home.
The intake specialist only completes an intake if the report is about both of the following:
- Allegations of abuse, neglect, or exploitation.
- Possible standards compliance issues in a DCR or RCCR operation or home.
The intake specialist only completes an I&R to Existing Case if there is an open Day Care Investigations (DCI) or Residential Child Care Investigations (RCCI) case and the current report is about both of the following:
- Information relevant to an open DCI or RCCI case.
- Possible standards compliance issues in a DCR or RCCR operation or home.
See CCR Situations Involving a Child in DFPS Conservatorship on the DFPS intranet.
3170 I&Rs Referred Elsewhere
3171 Non-FPS Criminal Matter Referred to Law
SWI Policy and Procedures May 2026
The intake specialist completes an I&R Non-FPS Criminal Matter Referred to Law when SWI receives a report about a situation in Texas that includes criminal activity and the report is not being sent to a DFPS program, Health and Human Services Commission (HHSC) Child Care Regulation (CCR), HHSC Provider Investigations (PI), or another Texas agency.
The intake specialist refers the reporter to the appropriate law enforcement agency and provides the phone number. The intake specialist also sends the report to law enforcement, regardless of whether the reporter agrees to contact law enforcement.
When the intake specialist sends a report to a DFPS program, CCR, or PI, he or she does not send a separate I&R Non-FPS Criminal Matter Referred to Law. The program that receives the report notifies law enforcement about any criminal activity that threatens the health or safety of a child or adult, if needed.
If the I&R Non-FPS Criminal Matter Referred to Law involves any mention of human trafficking in Texas, the intake specialist notifies all of the following:
- Any local law enforcement agencies with criminal jurisdiction
- The Texas Department of Public Safety (DPS) Joint Crime Information Center (JCIC)
See 2670 Law Enforcement Notification (LEN).
3171.1 When Not to Use the I&R Non-FPS Criminal Matter Referred to Law
SWI Policy and Procedures May 2026
The intake specialist completes a different I&R type when any of the following occur:
- The reporter is anonymous and reports concerns about child abuse or neglect under the jurisdiction of Child Protective Investigations (CPI). In the narrative, the intake specialist does not include any information about the reported child abuse or neglect that is not directly relevant to concerns for other criminal matters referred to law enforcement. In this case, the intake specialist completes and closes a separate I&R of the most relevant type to document the concerns for child abuse or neglect, without the New Using function.
- The reporter is the law enforcement agency with criminal jurisdiction, and there is no abuse, neglect, or exploitation under the jurisdiction of DFPS. In this case, the intake specialist completes an I&R Clearly Not Reportable - Re: Children or I&R Clearly Not Reportable - Re: Elder/Disabled Adult when there is no open case and no other I&R type applies. The intake specialist closes the I&R.
- The intake specialist called the law enforcement agency because the situation required immediate attention. The intake specialist completes an I&R Clearly Not Reportable - Re: Children or I&R Clearly Not Reportable - Re: Elder/Disabled Adult when there is no open case. The intake specialist documents the call to law enforcement in the narrative and closes the I&R. See 2145 Law Enforcement Welfare Check. If there is an open case, see 3120 I&R to Existing Case.
- When the criminal activity occurs out-of-state, see 3173 Matter Referred On.
3172 Referred to HHSC
SWI Policy and Procedures May 2026
The intake specialist completes an I&R Referred to HHSC when all of the following apply:
- There is no report for Adult Protective Services (APS) or Provider Investigations (PI) Facility or Community. See 5712 When an APS Report Includes Concerns for HHS Complaint and Incident Intake (HHS CII).
- The concerns are about a facility, provider, or service under the jurisdiction of Health and Human Services Commission (HHSC), handled by HHS CII. See 3172.1 Facilities and Services under the Jurisdiction of Health and Human Services Commission (HHSC).
- The report involves any concerns, regardless of whether they include abuse, neglect, or exploitation.
The intake specialist completes an additional I&R Referred to HHSC when he or she completes a report for Child Protective Investigations (CPI), Child Care Investigations (CCI), or Child Care Regulation (CCR), and there are concerns about a facility, provider, or service under the jurisdiction of HHSC. CPI, CCI, and CCR do not notify HHSC when a report includes information under the jurisdiction of HHSC.
If the information does not meet the legal definition of abuse, neglect, or exploitation for PI Facility or PI Community, see 3110 AFC Client Rights/Fac Admn Issues.
If the information is about a facility, provider, or service that is not under the jurisdiction of DFPS, CCR, or PI and also is not handled by HHS CII, see 3173 Matter Referred On. The Referrals for Callers resource on the DFPS intranet includes referrals to the HHS Office of the Ombudsman for all other HHSC services not under HHS CII.
3172.1 Facilities and Services under the Jurisdiction of Health and Human Services Commission (HHSC)
SWI Policy and Procedures May 2026
HHSC has jurisdiction over various facilities and services, including the following:
- Assisted living facilities, if there are four or more residents unrelated to the owner. If there is an allegation of self-neglect, see 5735.2 Self-Neglect in Assisted Living Facilities.
- Day activity and health services (DAHS). This includes both traditional DAHS and DAHS with individualized skills and socialization (ISS) facilities if listed in any of the Texas DAHS directories.
- Licensed day habilitation (dayhab) centers.
- State supported living centers (SSLCs).
- Intermediate care facilities for individuals with an intellectual disability or related condition (ICFs/IID).
- Health facilities, including the following:
- Birthing centers.
- Clinical laboratories.
- Comprehensive outpatient rehabilitation facilities.
- Crisis stabilization units.
- End-stage renal disease facilities (dialysis centers).
- Freestanding emergency medical centers.
- Hospitals (including private psychiatric hospitals, unless they contract with HHSC). See 6123 Private Psychiatric Facility Contracting with Health and Human Services Commission (HHSC).
- Ambulatory surgical centers.
- Outpatient physical therapy or speech pathology service facilities.
- Portable X-ray facilities.
- Rural health clinics.
- Substance use or narcotic treatment facilities.
- Home health services from a home and community support services agency (HCSSA).
- Hospice in a facility or in a client’s home.
- Nursing homes. If the client is being evicted or is leaving against medical advice, see 5735.3 Eviction or Leaving Against Medical Advice (AMA) from a Facility Regulated by HHSC.
- Personal assistance service agencies.
- Prescribed pediatric extended care centers.
HHSC does not have jurisdiction over outpatient services by medical professionals in unlicensed settings. Instead, each professional’s licensing board has jurisdiction. See Jurisdiction for Common Non-DFPS or HHSC Concerns and Referrals for Callers on the DFPS intranet.
Provider Investigations (PI) has jurisdiction over services paid for by any of the following:
- A Home and Community-based Services (HCS) waiver
- Texas Home Living (TxHmL) waiver
- Youth Empowerment Services (YES)
- The Consumer Directed Services (CDS) delivery option
See Agency and Program Jurisdiction on the DFPS intranet.
3172.2 Dual Jurisdiction
SWI Policy and Procedures May 2026
The intake specialist assesses for a Provider Investigations (PI) intake if there are concerns of abuse, neglect, or exploitation in a facility licensed by Health and Human Services Commission (HHSC) or by a Medicaid-funded employee or contractor who is not employed by a home and community support services agency (HCSSA).
See:
6830 Dual Jurisdiction between PI Facility and Another HHSC Division
7730 Dual Jurisdiction between PI Community and Another HHSC Division
The intake specialist assesses for an Adult Protective Services (APS) intake if there are concerns of abuse, neglect, or exploitation by a family member or self-neglect under the jurisdiction of APS.
See:
5712 When an APS Report Includes Concerns for HHS Complaint and Incident Intake (HHS CII)
5735.5 Abuse, Neglect, or Financial Exploitation by Someone Other Than an Employee of the Facility
PI and APS staff notify HHSC when an intake is received that includes information under the jurisdiction of HHSC. The intake specialist does not complete an additional I&R Referred to HHSC.
3172.3 When to Close the I&R
SWI Policy and Procedures May 2026
The intake specialist refers the reporter to Health and Human Services Complaint and Incident Intake (HHS CII) if both of the following are true:
- The reporter has concerns about a facility or service that Health and Human Services Commission (HHSC) investigates or regulates.
- The concerns do not fall under the jurisdiction of DFPS or HHSC Provider Investigations (PI).
The reporter can make a report to HHS CII by doing any of the following:
- Calling 800-458-9858.
- Emailing the CII Complaints mailbox.
- Using the online Texas Unified Licensure Information Portal (TULIP).
If the reporter agrees to contact HHS CII, the intake specialist closes the I&R Referred to HHSC.
3172.4 When to Assign the I&R
SWI Policy and Procedures May 2026
The intake specialist assigns the I&R Referred to HHSC when any of the following occur:
- The intake specialist determines the information is a Health and Human Services Commission (HHSC) matter after the call ends.
- The reporter is unwilling or unable to contact Health and Human Services Complaint and Incident Intake (HHS CII).
- The reporter sends the report by internet, mail, or fax.
3173 Matter Referred On
SWI Policy and Procedures May 2026
The intake specialist completes an I&R Matter Referred On when a reporter shares concerns that are any of the following:
- Not part of a Child Protective Investigations (CPI), Day Care Investigations (DCI), or Residential Child Care Investigations (RCCI) intake.
- Not under the jurisdiction of DFPS, Health and Human Services Commission (HHSC) Child Care Regulation (CCR), or HHSC Provider Investigations (PI).
- Not related to another agency covered by another I&R type.
- Anonymous concerns about child abuse or neglect under the jurisdiction of CPI. The intake specialist refers the anonymous reporter to law enforcement.
In these situations, the intake specialist also refers the reporter to the appropriate agency and provides contact information, when available.
Referrals to Other Community, Governmental, or Out-of-State Agencies
The intake specialist first assesses for any DFPS, CCR, or PI report. He or she completes an I&R Matter Referred On when the reporter only needs help from another agency, as he or she is not eligible for DFPS services or the concerns are not under the jurisdiction of DFPS, CCR, or PI. See Referrals for Callers and Jurisdiction for Common Non-DFPS or HHSC Concerns on the DFPS intranet.
The Agency and Program Jurisdiction resource on the DFPS intranet contains information about many agencies within and outside of Texas. It specifies which DFPS or HHSC program has jurisdiction, and which I&R type is appropriate for each agency.
Examples of this I&R type include the following:
- A referral to community agencies such as:
- 2-1-1
- Local food banks
- Churches
- Shelters
- Housing assistance
- Legal assistance
- A referral to HHSC:
- Food stamps
- Medicaid
- Women, Infants, and Children (WIC)
- Abuse, neglect, or exploitation outside of Texas, with no concerns inside Texas. This includes child abuse or neglect sent to the Mexican equivalent of CPI. See 4714 Child Resides in Mexico and 4713 When Another Country Has Authority to Investigate.
- Abuse, neglect, or exploitation under the jurisdiction of both DFPS, CCR, or PI, and equivalent authorities in another state. See 4711.1 CPI Out-of-State Table and 4712.1 Texas CPI Intake and Additional Children at Risk in Another State.
- Criminal activity in another state that threatens the health or safety of a child or adult.
The intake specialist refers the reporter to the appropriate agency and provides contact information, when available. If the reporter agrees to contact the other agency, the intake specialist documents the reporter’s response in the narrative and closes the I&R, unless it requires assigning as indicated below.
Situations That Require Assigning the I&R
The intake specialist assigns the I&R Matter Referred On according to the Assignment Charts on the DFPS intranet in the following situations:
- There is abuse, neglect, or exploitation in another state or Mexico that requires reporting to that protective service agency. When it is Mexico, the intake specialist assigns to the appropriate regional contact who facilitates communication with Sistema Nacional para el Desarrollo Integral de la Familia (DIF).
- There is criminal activity in another state that threatens the health or safety of a child or adult and is not part of a DFPS, CCR, or PI report.
- The reporter sends information by internet, mail, or fax, and the intake specialist assesses the information to be relevant to another agency such as the Office of the Attorney General (OAG) or Texas Juvenile Justice Department (TJJD).
- The intake specialist assesses an I&R Matter Referred On for another agency after the call ends.
Exception for Anonymous Reporters: The intake specialist does not send a report of child abuse or neglect to any agency, including programs equivalent to CPI in other states or countries, any law enforcement agency in or out of state, or the Joint Crime Information Center (JCIC), if both of the following are true:
- The reporter is anonymous.
- The report falls under the jurisdiction of CPI.
If other information in the report does not fall under the jurisdiction of CPI, the intake specialist considers whether to send it to another agency. When an I&R Matter Referred On is assigned to the Faxing workload for information outside the investigational jurisdiction of CPI, the intake specialist does as follows:
- Includes the information in the I&R Matter Referred On, if the anonymous report of child abuse or neglect under the jurisdiction of CPI is directly relevant to the information faxed to another agency.
- Completes and closes a separate I&R without the New Using function, if the anonymous report of child abuse or neglect under the jurisdiction of CPI is not directly relevant to the information faxed to another agency.
Emergencies
The intake specialist refers the reporter to local law enforcement or emergency services when both of the following apply:
- SWI receives a call for another agency when that agency is closed.
- The concerns require immediate attention.
If the reporter is unwilling or unable to contact law enforcement, the intake specialist does all of the following:
- Gathers the necessary information.
- Calls law enforcement because of the urgency of the situation.
- Documents the law enforcement notification in the narrative.
- Completes the I&R for the appropriate state or community agency.
See 2145 Law Enforcement Welfare Check.
In emergency situations, the intake specialist considers if an anonymous reporter is willing and able to contact law enforcement and follows the procedures above. See 2122 Anonymous Reporters.
3180 Refused to Report
SWI Policy and Procedures May 2026
The intake specialist completes an I&R Refused to Report when the reporter does either of the following:
- Reports information that meets the legal definition of abuse, neglect, or exploitation and has, but refuses to provide, enough information to identify or locate the person of concern.
- Reports information that meets the legal definition of child abuse or neglect under the investigative jurisdiction of Child Protective Investigations (CPI) but refuses to provide his or her first and last name and phone number.
The intake specialist does not complete this type of I&R when the reporter simply does not have enough information necessary to complete an intake. In this case, the intake specialist completes a more appropriate I&R type.
3190 Other Business Call
SWI Policy and Procedures May 2026
The intake specialist completes an I&R Other Business Call when no other I&R type is appropriate.
Examples include:
- Requests for the status of a report or report ID. See 3411 Request for the Status of a Report or Report ID.
- Requests for case history or for a person’s case record. The intake specialist may direct the caller to Request A Copy of DFPS Records on the DFPS public website. See 3412 Request for an Individual’s Case Record.
- Out-of-state (OOS) agency requests. See Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet.
- Providing results of an OOS case history check to the original requester. See 3423 Out-of-State Agency Requests for Case History (OOS Requests).
- Wrong numbers or hang-ups.
- General questions about the Texas Abuse Hotline or DFPS operations. The intake specialist may direct the caller to information on the DFPS public website.
- Calls about weather-related office closures.
- Requests related to the Interstate Compact on the Placement of Children (ICPC). See 3416 Request for an Interstate Compact on the Placement of Children (ICPC).
- Requests for foster care or adoption information. See 3414 Request for Foster Care or Adoption Information.
- Requests for child care information. See 3413 Request for Child Care Information.
- Requests for central registry (abuse and neglect) checks for applicant screening. See 3415 Request for Central Registry Checks for Applicant Screening.
- A mail or fax report that is an exact match or a duplicate of an existing report in IMPACT. See 2790 Mail or Fax Is an Exact Match or Duplicate of an Existing Report.
- A blank e-report with no auto-submission statement and no raw data available. See 2782 E-Report Is Blank.
3200 I&R Person List
SWI Policy and Procedures May 2026
The following types of I&Rs require a person list:
- AFC Client Rights/Fac Admn Issues
- I&R CVS Caseworker Notification
- DCL Standards Compliance
- Matter Referred On (when the I&R is sent to another agency)
- Non-FPS Criminal Matter Referred to Law
- RCL Standards Compliance
- Referred to HHSC (when the I&R is sent to the agency)
For all other I&R types, a person list is optional.
When the intake specialist creates a person list, he or she may document it in the Person section or the narrative in IMPACT. The intake specialist follows the Narrative Instructions on the DFPS intranet when documenting the person list in the narrative.
Exception: For I&R CVS Caseworker Notification, the intake specialist must copy the person list from the original intake.
3210 Person Types: Principal (PRN) or Collateral (COL)
SWI Policy and Procedures May 2026
IMPACT requires the intake specialist to select a person type when he or she documents the person list in the Person section. The intake specialist can select either PRN or COL.
The intake specialist does not document a person type when documenting the person list in the narrative.
3220 Roles
SWI Policy and Procedures May 2026
IMPACT requires the intake specialist to select a role when documenting the person list in the Person section. The intake specialist selects the role of no role (NO).
The intake specialist does not document a role when documenting the person list in the narrative.
3230 Relationship or Interest (Rel/Int)
SWI Policy and Procedures May 2026
The intake specialist documents the Rel/Int of people in a report as follows:
- Identifies the person of interest with the Rel/Int of Self (SL).
- Identifies each additional person in the report with the designation that best describes his or her relationship to the person of interest.
- Documents an explanation of the relationship in person notes or the narrative when using a vague Rel/Int, such as Other Family Member (FM) or Unrelated Home Member (UH).
3240 Identifying and Locating Information
SWI Policy and Procedures May 2026
The intake specialist requests and documents identifying and locating information for all relevant individuals, depending on the I&R type.
The table below describes identifying and locating information the intake specialist requests and documents based on the I&R type.
| I&R Type |
Identifying Information |
Locating Information |
|---|---|---|
|
Requests for all individuals involved:
Documents all identifying information obtained. |
Requests for all individuals involved:
Documents all locating information obtained. |
|
Requests for all individuals involved:
If the I&R is assigned, documents all identifying information obtained. If not assigned, no documentation is required. |
Requests for all individuals involved:
If the I&R is assigned, documents all locating information obtained. If not assigned, no documentation is required. |
|
Obtains the following:
Documents any new or different identifying information obtained. |
Obtains the following:
Documents any new or different locating information obtained. |
Clearly Not Reportable - Re: Children |
For the purpose of searching, requests for the oldest child of concern and the caregiver with whom the child resides (or the adult of concern for a school report):
No documentation required. |
For the purpose of searching, requests an address for the oldest child of concern and the caregiver with whom the child resides (or the adult of concern for a school report). No documentation required. |
Clearly Not Reportable - Re: Elder/Disabled Adult |
For the purpose of searching, requests for the adult of concern:
No documentation required. |
For the purpose of searching, requests an address for the adult of concern. No documentation required. |
Refused to Report |
|
|
Reentry Request |
None required. |
None required. |
Call Back (EBC Use Only) |
None required. |
None required. |
Other Business Call |
None required, unless it is an out-of-state (OOS) request for case history. See Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet. |
None required, unless it is an OOS request for case history. See Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet. |
3300 Processing I&Rs
SWI Policy and Procedures May 2026
The following sections describe information and actions needed for the intake specialist to assign, submit, or close an I&R:
- Person Search
- Narrative
- In Regards To (In Re)
- County
- Law Enforcement Notification (LEN)
- Call-Out and Routing
3310 Person Search
SWI Policy and Procedures May 2026
The intake specialist performs a person search for some I&Rs to initiate case history searches. He or she does not need to relate if a match is found.
The table below explains whether the intake specialist performs a person search based on the I&R type he or she is completing.
| If the I&R type is: |
Then the intake specialist: |
|---|---|
I&R CVS Caseworker Notification |
Verifies person searches and relating person matches are complete before duplicating the intake to create the I&R. |
|
Performs person searches on the person or people whose information he or she obtained. |
|
Performs person searches on any new or different individuals involved. |
Reentry Request |
Is not required to perform person searches. |
Call Back (EBC Use Only) |
Is not required to perform person searches. |
Other Business Call |
Is not required to perform person searches unless it is an out-of-state (OOS) request for case history. See Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet. |
3320 Narrative
SWI Policy and Procedures May 2026
Different I&R types have specific requirements. See the Narrative Instructions and Narrative Template on the DFPS intranet.
3330 In Regards To (In Re)
SWI Policy and Procedures May 2026
The intake specialist completes the In Re field for I&Rs whenever possible. This information is helpful to anyone searching for an I&R through the Report Log.
The table below describes what In Re the intake specialist selects based on the I&R type he or she is completing.
| If the I&R type is: |
Then the In Re is: |
|---|---|
I&R CVS Caseworker Notification |
The same as the case name for the open Substitute Care (SUB) stage for the child of concern. |
|
The same as the case name of the open case to which the intake specialist is sending the I&R. |
|
The name of the facility, in-home day care provider, or child placing agency (for a foster home). |
AFC Client Rights/Fac Admn Issues |
The name of the client (CL). |
|
The name of the CL or oldest child victim (VC). The name of the alleged perpetrator (AP), if the name of the CL or the oldest child VC is unknown. The school personnel named as the AP for school reports. |
Clearly Not Reportable- Re: Children |
The name of the parent or managing conservator. The name of the child of concern if the parent or managing conservator’s name is unknown. |
|
The name of the adult. |
Refused to Report |
The name of the adult or child VC, if known. Left blank, if not available. |
Reentry Request |
The same name as the In Re entered in the original report. |
Call Back (EBC Use Only) |
The name of the person called. |
Other Business Call |
Left blank unless it is an out-of-state (OOS) request for case history. See Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet. |
3340 County
SWI Policy and Procedures May 2026
The intake specialist selects a county for an I&R only when he or she is sending it to the local office. He or she sends the report to a specific county, depending on the I&R type.
The table below describes which county the intake specialist selects based on the I&R type he or she is completing.
If the I&R type is: |
Then the intake specialist selects the county: |
|---|---|
Where the facility is located. |
|
Of the chronic caller’s address. |
|
|
Where the existing case is open. Exception: If there is a Child Safety Check Alert List (CSCAL) match reported by law enforcement, the intake specialist selects the county where the principals (PRNs) are currently located. See 4612 The Child Safety Check Alert List (CSCAL) Program. |
|
Where the operation is located. |
3350 Law Enforcement Notification (LEN)
SWI Policy and Procedures May 2026
The intake specialist completes the Law Jurisdiction section only for an I&R Non-FPS Criminal Matter Referred to Law. This is the only I&R type that can send notifications to designated law enforcement agencies.
See 2670 Law Enforcement Notification (LEN).
3360 Call-Out and Routing
SWI Policy and Procedures May 2026
If the intake specialist receives critical information about an open case outside normal business hours, he or she does one of the following:
- Makes a call-out to the on-call staff using the recorded call system.
- Assigns the I&R to the Immediate Call-Out (IMCO) workload.
The intake specialist uses the Assignment Charts on the DFPS intranet to determine how to route the I&R.
See 2680 Call-Outs and Routing.
3400 I&R Special Topics
3410 Reporter Requests
SWI Policy and Procedures May 2026
A reporter may call SWI only to request the following information:
- The status of a report.
- A report ID.
- Information about an interstate compact.
- Foster care or adoption information.
- Child care information.
- Central registry checks for applicant screening.
- An individual’s case record.
The intake specialist completes an I&R Other Business Call for these types of requests, because there is no report of abuse, neglect, or exploitation. See 3190 Other Business Call.
3411 Request for the Status of a Report or for a Report ID
SWI Policy and Procedures May 2026
Verify That the Requester Is the Original Reporter
The intake specialist verifies that the requester is the original reporter. If the requester has the report ID, the intake specialist verifies both of the following:
- The reporter’s first and last name.
- The reporter’s address or phone number.
If the requester does not have the report ID, the intake specialist requests all of the following:
- The reporter’s first and last name.
- The reporter’s address or phone number from the original report.
- The date (or approximate date) that the reporter made the original report.
- The names of the people involved in the report.
- General information about the report’s content.
Feedback to the Requester
If the information provided by the requester matches the information provided by the original reporter, the intake specialist does one or both of the following, depending on the information requested:
- Provides the report ID.
- Explains whether the report was sent to a local office or was closed at SWI.
The intake specialist does not discuss whether a report referred to a local office is open or closed. This includes reports currently on screener workloads, as actions by the screener may determine the final path of the report.
If the information provided does not match, or the reporter is anonymous, the intake specialist does not provide the requested information. The intake specialist does not confirm or deny any previous reports or cases, because doing so is a breach of confidentiality. See 2147 Breach of Confidentiality.
The intake specialist completes an I&R Other Business Call for these requests.
3412 Request for an Individual’s Case Record
SWI Policy and Procedures July 2024
When a reporter contacts SWI to request his or her own case record, the intake specialist does either of the following:
- Refers the reporter to the Records Management Group (RMG) at 512-929-6764.
- Directs the reporter to Requesting a Copy of a Case Record on the DFPS public website.
The intake specialist also completes an I&R Other Business Call.
3413 Request for Child Care Information
SWI Policy and Procedures May 2026
When a reporter requests information regarding child care, the intake specialist:
- Refers the reporter to the Child Care webpage on the Health and Human Services Commission (HHSC) public website.
- Completes an I&R Other Business Call.
3414 Request for Foster Care or Adoption Information
SWI Policy and Procedures July 2024
When a reporter requests information regarding foster care or adoption, the intake specialist:
- Refers the reporter to Texas Adoption Resource Exchange (TARE).
- Completes an I&R Other Business Call.
3415 Request for Central Registry Checks for Applicant Screening
SWI Policy and Procedures May 2026
A request for a central registry check is a request by a private entity, such as a social service or volunteer agency, for abuse or neglect information on an individual applying to be an employee, volunteer, foster parent, or adoptive parent. When a reporter requests a central registry check, the intake specialist:
- Refers the reporter to the Texas Central Registry Background Checks on the DFPS public website.
- Completes an I&R Other Business Call.
3420 Requests for Case History
SWI Policy and Procedures May 2026
The following reporters may request case history information from SWI:
- Field staff
- Texas law enforcement, including officers of the court and medical examiners
- Out-of-state and federal law enforcement agencies
- Out-of-state and foreign protective services agencies
3421 Field Staff Requests Case History
SWI Policy and Procedures May 2026
Field staff typically have access to complete case history searches. However, field staff occasionally request assistance from SWI. In such situations, the intake specialist transfers the field employee to the e-unit queue and completes an I&R Other Business Call.
If the field employee requests a records check on someone in another state, the intake specialist refers the field employee to the other state and completes an I&R Other Business Call.
3422 Texas Law Enforcement Requests Case History
SWI Policy and Procedures May 2026
Texas law enforcement may request case history information. The intake specialist provides case history information to Texas law enforcement in the following limited circumstances:
- In the performance of official duties related to the investigation of abuse, neglect, or exploitation.
- To determine whether there is a previous or current case on a family that would keep law enforcement from releasing a child to the prospective caregiver.
Common examples of Texas law enforcement officials include:
- Police officers, deputies, sheriffs, constables, school resource officers, state troopers, Texas Rangers, and fire marshals.
- Officers of the court, such as probation officers, parole officers, district attorneys, district attorney’s office investigators, and judges.
- Medical examiners and investigators with the medical examiner’s office.
For a complete list of Texas law enforcement officials, see the Texas Code of Criminal Procedure, Chapter 2A.
DFPS and the Austin Police Department (APD) have a memorandum of understanding (MOU) that allows SWI to give limited case history information to the APD Victim Services division. APD Victim Services is the only victim services division to which SWI can release information. APD Victim Services may request information only to help identify potential placement options for children.
Verify the Requester’s Employment
When Texas law enforcement or APD Victim Services requests case history information, the intake specialist:
- Obtains a main department employment or dispatch phone number.
- Places the requester on hold.
- Calls the employment or dispatch phone number on another line.
- Verifies the requester is employed with the department in the stated capacity.
The intake specialist then returns to the original call and requests information to complete the case history search.
Alternatively, the intake specialist may get the requester’s direct phone number and call him or her back later, after verifying employment and completing the requested searches.
If the intake specialist cannot verify the requester’s employment, he or she does not perform the requested searches or provide any case history information.
Provide the Case History Information
The intake specialist verbally provides the requester any case history information relevant to the request. The intake specialist can give the reporter’s information to Texas law enforcement but cannot release reporter information to APD Victim Services.
Texas law enforcement or APD Victim Services may request a history check to help them identify potential placement options for children. Intake specialists cannot recommend or authorize a placement.
If the requester requests to speak with Child Protective Investigations (CPI) or Child Protective Services (CPS), the intake specialist contacts the local office or on-call staff and asks the staff to contact the requester. The intake specialist does not offer to contact the local office unless there is a need or law enforcement requests it.
If the requester asks for documentation of the case history information, the intake specialist refers the requester to DFPS Records Management Group (RMG) at 512-929-6764, the DFPS Records mailbox, or Requesting a Copy of a Case Record on the DFPS public website. The intake specialist cannot mail, fax, or electronically transmit copies of IMPACT reports to anyone outside DFPS, Health and Human Services Commission (HHSC) Child Care Regulation (CCR), or HHSC Provider Investigations (PI).
Complete Necessary Reports
The intake specialist completes an I&R to Existing Case and documents information about the request if the person searched is a principal (PRN) in an open case.
The intake specialist completes an I&R Other Business Call if the person searched is not a PRN in an open case.
3423 Out-of-State Agency Requests for Case History (OOS Requests)
SWI Policy and Procedures July 2024
Law enforcement or protective service agencies in another state or a foreign country may request basic case history information about people who now reside outside Texas. Basic case history information consists of the following:
- Dates related to the intake and investigation.
- Names and roles of victims, perpetrators, and other family or household members in the investigation.
- Addresses of people whose case history the agency is requesting.
- Allegations and dispositions.
- Services that DFPS provided after the investigation.
3423.1 Intake Specialist Receives the Request
SWI Policy and Procedures May 2026
When an intake specialist receives an out-of-state (OOS) request, he or she instructs the requester to:
- Submit the request on his or her agency letterhead. The request must include:
- Work-related reason for the search; it must be related to the agency’s case activities or investigation.
- Demographic information for each person for whom a search is requested. The agency should provide as much information as possible, such as the name, date of birth (DOB), and Social Security number (SSN).
- Previous Texas addresses, if available.
- Date the results are needed, including if the request is urgent.
- Call back number for the requester.
- Fax the request to SWI at 800-647-7410.
The intake specialist documents the request in an I&R Other Business Call and closes the report.
3423.2 Completing the Request
SWI Policy and Procedures May 2026
The e-unit specialist completes faxed out-of-state (OOS) requests according to standard procedures in Out-of-State (OOS) Agency Requests for DFPS Basic History Check on the DFPS intranet.
The intake specialist does not complete OOS requests. When the intake specialist pulls an OOS request from the mail or fax queue, he or she sends a group message to EBC in Teams. He or she requests an available e-unit specialist to complete the request and transfers the request to the responding e-unit specialist. If an e-unit specialist is not available, the intake specialist sends a message to the Floor Support channel in Teams for further instruction.
3423.3 When the Requester Calls Back
SWI Policy and Procedures May 2026
When the e-unit specialist completes an out-of-state (OOS) request, he or she contacts the requester to provide case history. When the e-unit specialist is unable to reach the requester, he or she leaves a voicemail informing the requester the search is complete and provides the associated report ID of the request with instructions to call SWI for the requested information.
Any intake specialist can verbally provide the search results to the requester when the requester calls back. He or she does as follows:
- Asks the requester for the report ID provided in the voicemail. If the requester is unable to provide the report ID, the intake specialist uses the requester’s name to find the report in the Report Log.
- Verifies the requester’s identity by having the requester provide information included in the fax to SWI.
- Requests the work-related reason if there is documentation in the narrative indicating that a work-related reason for the request must be obtained before the results may be verbally relayed to the requester. An appropriate work-related reason is one where the request is related to the agency’s case activities or investigation.
- Informs the requester that the results of the IMPACT history search cannot be released if the requester is unable to provide a work-related reason. The intake specialist documents the requester is unable to provide a work-related reason in the narrative.
- Documents the reason in the narrative if a work-related reason is needed and obtained.
- Provides the history search results, if appropriate, that were documented in the History section of the original OOS I&R Other Business Call to the requester.
The intake specialist documents the current contact as an additional I&R Other Business Call and closes the report.
3430 Request for Call Recording
SWI Policy and Procedures May 2026
SWI may receive requests for recorded calls from:
- Field staff
- Law enforcement agencies
- Records Management Group (RMG)
- Office of the Inspector General (OIG)
- Attorneys representing DFPS
The request may include a request for a copy of the report documentation. These requests may be fulfilled using the standard procedures in the following sections.
The intake specialist refers requests from people other than those listed above to the DFPS Records Management Group (RMG) at 512-929-6764, the DFPS Records mailbox, or Requesting a Copy of a Case Record on the DFPS public website.
Subpoenas
When an SWI employee receives a subpoena requesting a copy of a recorded call, he or she follows the standard procedures in the DFPS Subpoena Policy. The Subpoena Tips on the DFPS intranet can be used for specific circumstances that occur at SWI.
3431 Request from Field Staff
SWI Policy and Procedures July 2024
When field staff requests a recorded call or report documentation, the intake specialist informs field staff that the request must:
- Be made by a staff member at the supervisory level or above.
- Include the report ID, case number, or enough details to locate the call.
- Include the reason for the request.
- Be emailed to SWI Policy and Performance Management (PPM) at the QAUNIT mailbox.
SWI cannot fulfill the request if the sole purpose is to identify an anonymous reporter. When the concern is about false or malicious reporting, an attorney representing DFPS or local law enforcement must submit the request for the recorded call.
The intake specialist completes an I&R Other Business Call.
3432 Request from Law Enforcement
SWI Policy and Procedures July 2024
When law enforcement requests a recorded call, the intake specialist informs law enforcement that the request must:
- Include the report ID, case number, or enough details to locate the call.
- Include the reason for the request.
The request can be either:
- Faxed to SWI at 512-339-5900 or 800-647-7410 on official agency letterhead.
- Emailed to SWI Policy and Performance Management (PPM) at the QAUNIT mailbox from an official law enforcement email address.
SWI releases copies of recorded calls to law enforcement only for criminal investigations. If a request is received by email, SWI may call the agency to verify the employment of the requester before providing the recording.
The intake specialist completes an I&R Other Business Call.
3433 Request from Records Management Group, Attorneys Representing DFPS, or the Office of the Inspector General
SWI Policy and Procedures May 2026
If RMG, attorneys representing DFPS, or OIG requests a recorded call and associated report documentation, the intake specialist:
- Tells the requester to email the request to Policy and Performance Management (PPM) at the QAUNIT mailbox.
- Completes an I&R Other Business Call.
3434 Completing a Call Recording Request
SWI Policy and Procedures May 2026
Policy and Performance Management (PPM) typically completes requests for recorded calls and associated information. An intake supervisor, worker V, or program administrator (PA) may handle this request when:
- Someone from PPM is not available.
- There is an urgent need for a copy of the call.
The request must meet certain requirements.
See:
3432 Request from Law Enforcement
After the requirements in the sections listed above are met, the intake supervisor, worker V, or PA:
- Sends the recorded call to the requester by DFPS email, which is automatically encrypted.
- Burns the recorded call to CD if the file is too large for email.
The requester can have the CD mailed (two-day delivery service) or held for in-person pick up by an authorized representative.
3440 Field Staff Requests a Criminal History Check
SWI Policy and Procedures July 2024
Child Protective Investigations (CPI) and Child Protective Services (CPS) use the Texas Department of Public Safety (DPS) criminal history checks to help place a child or when directed to do so by the courts. These checks are also referred to as expedited background checks (EBC).
If CPI or CPS requests a Texas DPS criminal history check, the intake specialist transfers the call to the EBC queue. A team of dedicated intake specialists monitors this queue and has the authorization to perform these checks. SWI completes these checks for CPI and CPS only when both of the following are true:
- The requester cannot access IMPACT.
- No other CPI or CPS staff are available.
The intake specialist completes an I&R Other Business Call.
3450 Field Staff Requests to Speak with Other Field Staff
SWI Policy and Procedures July 2024
If field staff requests to immediately speak with other field staff or a field supervisor about a case or work-related matter, the intake specialist:
- Verifies employment using a staff search in IMPACT by asking for the requester’s:
- Name.
- Date of birth.
- Region and unit number.
- Supervisor’s name.
- Provides the home or cell phone numbers for the field staff or field supervisor requested.
- Provides the office number if the office is open 24 hours a day.
- Completes an I&R Other Business Call.
3460 Field Staff Requests Help from Other Field Staff
SWI Policy and Procedures July 2024
If field staff requests help from other field staff for a courtesy interview or services to a client or family in an open case, the intake specialist:
- Tells the requester to contact the appropriate local office.
- Provides the necessary business phone numbers and information to assist in the communication between field staff.
- Completes an I&R Other Business Call.
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