Length of Calls

Calls must be answered and information obtained expeditiously to avoid delays for other callers and to transfer accepted reports to investigators.

The Hotline worker must control and direct the telephone interview in a courteous and professional manner.

The goal is to obtain sufficient information to determine if the call can be accepted as report and to initiate an investigation.

When to End a Call

The Hotline worker shall end a call when enough information has been gathered to determine one of the following:

• The call is a child protective service report and requires an investigation.

• The call is not a child protective service report and no investigation is needed. The caller may be directed to an information and referral source, or regional office, as needed.

End the Call

To end the call, the Hotline worker shall

• tell the caller that his/her information will be processed with appropriate follow-up

• thank the caller for his/her concern

• ask the caller to call again with any future suspicions of child abuse or neglect.

If the caller does not want to hang up or persists in relating auxiliary information, the Hotline worker shall

• tell the caller that Hotline has enough information to take action and that the caller will be contacted if further information is needed

• end the call in a professional manner.