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Policy Manual

Child Protective Hotline Investigations

Role of the Child Protective Hotline Investigator

The Hotline Investigator

The Child Protective Hotline investigator differs from a regional office Child Protective investigator in only two regards:

  • The Hotline investigator conducts investigations of child abuse and neglect during the hours when the regional offices are closed.
  • The Hotline investigator is supervised by a Hotline supervisor.

Cross-Reference: See Chapter 34, Child Protective Investigations, for the policies and procedures to conduct a DCF investigation.

Investigation of New and Active Cases

The Child Protective Hotline investigator shall investigate reports on both new and active cases.

Requirements of a Hotline Investigation

The Hotline investigator shall

  • make every effort to complete an investigation during his/her hours of availability.

Note: Due to the nature of after-hours emergencies, there may be situations in which the investigation is limited to determining the safety and risk to the children and substantiating abuse or neglect.

  • at a minimum, contact the child, primary caretaker, other children in the home, and the caller
  • when possible, make necessary collateral contacts.
  • document information in the Department’s computer system (LINK), including the "Investigation Protocol", DCF-2074.

Transmit Hotline Investigation to a Regional Office

After conducting the after-hours investigation, the Hotline investigator shall transmit the information to the designated regional office supervisor at the start of the next regional working day.

The Hotline investigator may substantiate or not substantiate the report, or send the case to the region as pending completion.

If the Hotline investigator has completed the investigation, the regional supervisor shall transfer the case to child protective services for assessment and services, when required.

If the investigation is not complete, the regional supervisor shall assign the investigation to a regional office investigator for completion.

The Hotline investigator shall provide the regional worker with all key documentation necessary for the investigation and placement, and assist the regional workers, as needed; e.g., with court affidavits, court appearances.


The Hotline investigator shall maintain an adequate supply of the following forms:

  • 96-hour hold
  • relative certification
  • special study licensure
  • clothing vouchers
  • guarantee of medical reimbursement
  • shelter placement forms
  • board and care agreements
  • emergency foster home list
  • release of information
  • refusal of services
  • consent forms for out-of-state runaways
  • Investigation Summary.


The following State of Connecticut (DCF) equipment shall be assigned to each Hotline investigator:

  • Vehicle. The investigator is responsible for ensuring that the vehicle is maintained in good condition and has a full tank of gas at the start of each shift.
  • Gas cards: one for purchase at a commercial station and one for any DOT gas station. A list of the statewide gas stations is kept in the glove compartment of each vehicle.
  • Calling card, for contacting the Hotline office, regional offices, foster homes or any other case related individual.
  • Lap-top computer, to complete documentation related to the investigation.
  • Portable cellular phone, to be used for emergency situations when a pay phone is not available.
  • Pager, for the purpose of being contacted when the investigator is not at his/her residence.

Connecticut Department of Children and Families                                         Effective Date: October 1, 1996 (New)