Child Protective Services (CPS)

After-hours Contact Center

Presenter: Georgia Department of Family and Children Services

Presentation to: Georgia Child Welfare Stakeholders

Date: September 2011

Georgia Department of Human Services

Vision, Mission and Core ValuesVision Vision

Stronger Families for a Stronger Georgia.Stronger Families for a Stronger Georgia.

MissionMissionStrengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults.

Core ValuesCore Values• Provide access to resources that offer support and empower Georgians and

their families. • Deliver services professionally and treat all clients with dignity and respect.

Manage business operations effectively and efficiently by aligning resources across the agency.

• Promote accountability, transparency and quality in all services we deliver and programs we administer.

• Develop our employees at all levels of the agency.

CPS After-hours Contact Center

The Georgia Department of Family and Children Services unveils a new safety tool that will simplify, unify and remove the barriers from reporting child abuse and/or neglect in the state of Georgia.

CPS After-hours Contact Center

The official name of this new tool is the DFCS After-Hours Child Protective Services Intake Center. This Intake Center was created to triage reports of abuse and neglect when county DFCS offices are closed, Weekends, Holidays and during furlough.

CPS After-hours Contact Center

When DFCS offices are closed call Toll-free Hotline number:

1-855-GA-CHILD or 1-855-422-4453.

This does not eliminate the need to call 911 if there is immediate danger.

CPS After-hours Contact Center

By creating one-door to make a report after-hours, access 24 hours and seven days a week is assured. This new option will be a strong contributor to the other safety measures we practice here in Georgia.

CPS After-hours Contact Center

There are no new policy changes. This will help standardize our practice.

CPS After-hours Contact Center

How it will work:

Once a call comes in, staff can enter the referral, assign a response time and notify the person on-call for immediate/ 24 hr. cases, while processing less immediate cases the next business day.

CPS After-hours Contact Center

The Intake model makes it easy to assign a case using SHINES which allows referrals into its system as it’s currently designed.

CPS After-hours Contact Center

There’s built in capacity that allows employees to register their “On-Call” schedule, which makes easy for Call Center staff to identify the person to direct emergency cases. Employees will have full awareness of case assignments.

CPS After-hours Contact Center

All cases will be screened and referrals triaged as they are currently done within county offices.

CPS After-hours Contact Center

While all cases are recorded in the SHINES system, cases assigned an immediate / 24-hour response will be sent to the “On-Call” case manager.

CPS After-hours Contact Center

New staffing has been hired and trained with an emphasis on SHINES, IDS, SUCCESS and screening of external data systems. Specialized training in interviewing skills was also included.

CPS After-hours Contact Center

For immediate feedback and oversight, a Quality Assurance (QA) model will be activated and utilize on-site supervision, SHINES data tracking/ analysis, and Call Center Customer Relationship Management (CRM) tool data.

CPS After-hours Contact Center

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