SWI 1.2 Phone Calls by Hold Time, Handled, and Abandoned FY2016-2025

Reports are accepted via phone, internet, and mail/fax 24 hours a day, seven days a week by specialized staff trained to gather all necessary information to quickly assess the severity of a report to ensure urgent safety issues are prioritized, and to ensure that DFPS only investigates allegations that meet the definition of abuse or neglect under Texas law.

SWI provides daily reports on call volume per application; hold times per application, etc. and integrates hardware and software upgrades to phone and computer systems to reduce hold times and improve efficiency. An abandoned call is a call that disconnects after completing navigation of the recorded message, but prior to being answered by an intake specialist. Legislative Budget Board (LBB) Performance Measure Targets are set every two years during Legislative Sessions.