2000 Reports
SWI Policy and Procedures February 2026
This chapter addresses reports that Statewide Intake (SWI) receives and how SWI handles and completes those reports based on the information provided by the reporter, in the Information Management Protecting Adults and Children in Texas (IMPACT) case management system, and from external searches, when indicated.
2100 Reporters
SWI Policy and Procedures June 2024
A reporter is anyone who contacts SWI by phone, internet, mail, fax, or walk-in. Reporters typically contact SWI to:
- Report a concern about abuse, neglect, or exploitation of:
- A child.
- An adult with a disability.
- An adult at least 65 years old.
- Provide additional information about a previous report.
2110 Information about the Reporter
SWI Policy and Procedures February 2026
For each reporter who calls SWI, the intake specialist requests and documents the following information:
- First and last name.
- Relationship to or interest in (Rel/Int) the person he or she is concerned about.
- Address and address type.
- Phone number and phone type.
- Secondary phone number and phone type.
- Basis of knowledge – how, when, and from whom the reporter learned the information he or she is reporting.
- How – Did the reporter observe it, speak directly to someone, hear it from someone, or read it in a record?
- When – Did the reporter go in the home over a year ago, two days ago, or a week ago?
- From Whom – Did the reporter speak to the child, a family member, or a third party, and, if so, who?
The intake specialist asks for the reporter’s name, address, and phone number at the beginning of the call, in case the call disconnects.
The intake specialist requests and documents a basis of knowledge for each reporter in the reporter’s person notes unless the reporter’s Rel/Int designation is Self.
A first-person, direct basis of knowledge is not required. When a reporter shares information received from someone else, including from an anonymous source, the intake specialist accepts the report. The intake specialist documents any other confidential details in the reporter’s person notes and keeps the reporter’s identity confidential in the narrative.
If the reporter is hesitant to share the requested information, the intake specialist reminds the reporter that the reporter’s identity is confidential. See 2122 Anonymous Reporters.
2111 Secondary Phone Numbers
SWI Policy and Procedures February 2026
The intake specialist requests an after-hours secondary phone number for all reporters, except anonymous reporters. Reporters work various schedules, and it may be difficult to reach them during business hours. Screeners and investigators may need to contact reporters outside of regular business hours to avoid delaying the initiation of an investigation.
The intake specialist does as follows:
- Asks the reporter, “What is an after-hours phone number for you?”
- Tells the reporter it is important for the investigator to have the number to be able to make contact.
The intake specialist does not ask the reporter, “Would you like to provide a second or after-hours phone number?” or give the impression that providing an after-hours phone number is optional.
2112 Supporting Materials and Documentation
SWI Policy and Procedures February 2026
A reporter may indicate that he or she has materials such as websites, pictures, emails, texts, videos, letters, or social media posts that he or she would like to include with the report. Intake specialists cannot accept supporting materials or documentation but can document website names, email addresses, and social media sites and names of the people or accounts that posted there.
If the reporter indicates that this material is available, the intake specialist documents the existence and availability of this information in the reporter’s person notes. See 2470 Social Media Searches.
2113 Notes about the Reporter Interaction
SWI Policy and Procedures February 2026
Sometimes the intake specialist has concerns about the interaction with the reporter because the reporter:
- Shares concerns for his or her safety.
- Gives contradictory information.
- Makes derogatory statements, reveals bias, or behaves in a concerning manner.
When this happens, the intake specialist documents his or her concerns about the interaction in the reporter’s person notes. The intake specialist only documents facts. It is not appropriate for the intake specialist to document personal opinions in the report, in either the person notes or the narrative.
2114 Caller ID
SWI Policy and Procedures February 2026
Intake specialists’ phones are equipped with caller ID. The intake specialist only uses the phone number from caller ID when either of the following occurs:
- The situation is life-threatening.
- The reporter is not anonymous, and he or she requests that the intake specialist use caller ID to obtain his or her phone number.
Unless the situation is life-threatening, the intake specialist does not use caller ID when any of the following occur:
- The call disconnects before the reporter provides a phone number.
- The intake specialist forgets to ask for the reporter’s phone number during the call.
- The reporter chooses to remain anonymous.
When a reporter asks whether SWI has caller ID, the intake specialist tells the reporter that SWI does have caller ID, and that it is only used in life-threatening situations or when the reporter requests its use to obtain the reporter’s phone number.
If the intake specialist notices that the phone number on caller ID is different from the number the reporter gives, the intake specialist may ask the reporter to repeat the number. If there is a difference between the two numbers, the intake specialist does not question the number given by the reporter. Some calls may be routed through a switchboard or have another reason for displaying a different number than the one given by the reporter.
Using Caller ID in Life-Threatening Situations
In life-threatening situations, the intake specialist uses all possible tools to locate a client or family, including information from caller ID, even if the reporter chooses to remain anonymous. The intake specialist obtains approval from an intake supervisor before documenting the number from caller ID.
In life-threatening situations, the intake specialist may share the number on caller ID with law enforcement and field staff.
This includes any of the following situations when all other attempts to locate the person are unsuccessful:
- A reporter is suicidal or homicidal.
- A reporter makes a bomb threat to any public or private establishment.
- A reporter indicates a person is severely abused or neglected or is in immediate danger or at risk of death.
2115 Speakerphone
SWI Policy and Procedures June 2024
The use of a speakerphone by a reporter is permissible. The intake specialist does not request that the reporter stop using a speakerphone unless the quality of the connection is so poor that it impedes the exchange of information.
2120 Types of Reporters
SWI Policy and Procedures February 2026
Intake specialists follow additional requirements when handling reports from certain types of reporters, as described in the following sections:
2123 Chronic Reporters (Chronic Callers)
2124 Offensive or Inappropriate Reporter Behavior
2125 Suicidal Reporters (Callers)
2126 Reporters and Principals (PRNs) Who May Be Known to SWI Staff
2127 Reporters Who Refuse an Interpreter
2128 Reporters Who Are Children
2121 Professional Reporters
SWI Policy and Procedures February 2026
A professional reporter is anyone in certain fields of work who makes a report based on his or her training and expertise. These reporters include, but are not limited to, the following:
- Medical staff.
- Facility staff.
- Social workers.
- School personnel.
- Law enforcement.
- Mental health professionals.
- Officers of the court.
- Day care providers.
Employer and Job Title
For professional reporters, the intake specialist requests the following information and documents it in the reporter’s person notes:
- The reporter’s employer and job title or role.
- Any numeric worker identification number or badge number for reporters from other hotlines, out-of-state protective services agencies, and law enforcement.
Reporters Who Are Law Enforcement
The intake specialist requests the incident, case, or report number associated with the situation and documents it in the narrative.
2122 Anonymous Reporters
SWI Policy and Procedures February 2026
An anonymous reporter is someone who does not provide his or her first name, last name, and telephone number. An email address is not sufficient for phone reports.
The intake specialist asks the reporter for his or her home or business address. If the reporter declines to provide an address, the intake specialist asks for the county from which he or she is calling, which is used for statistical purposes only.
SWI cannot accept anonymous reports of child abuse or neglect under the jurisdiction of Child Protective Investigations (CPI). The intake specialist uses the Anonymous Reporting resource on the DFPS intranet to determine anonymity for reports in CPI jurisdiction.
Exception: Staff from other hotlines, out-of-state protective services agencies, and law enforcement agencies are not considered anonymous if they provide a first or last name, a numeric worker identification number or badge number, and contact information (phone number).
2122.1 Due Diligence to Gather Information
SWI Policy and Procedures February 2026
When a reporter wants to remain anonymous, the intake specialist encourages the reporter to provide his or her information but does not pressure the reporter. The intake specialist explains the following:
- SWI cannot accept anonymous reports of child abuse or neglect under the jurisdiction of Child Protective Investigations (CPI).
- DFPS employees are required by law to keep the reporter’s identity confidential. A DFPS employee may only reveal the reporter’s identity to the following:
- A judge.
- Law enforcement, in certain situations.
- Other entities that investigate abuse or neglect.
- Individuals identified by a court order. See 1130 Confidentiality.
- The information allows SWI screeners and field staff to contact the reporter if they need additional information.
- Anonymous reporters do not receive a report ID for their records. See 2142 Report ID.
2122.2 Determining Program Jurisdiction
SWI Policy and Procedures February 2026
If the reporter still chooses to remain anonymous, the intake specialist does as follows:
- Asks the reporter if his or her concerns are for abuse, neglect, or exploitation of a child or for an adult who is elderly or disabled. This allows the intake specialist to narrow down the possible jurisdiction.
- If the concerns are for a child, the intake specialist clarifies with the reporter the relationship of the alleged perpetrator (AP) to the child. This allows the intake specialist to determine whether the report may be under the jurisdiction of Child Protective Investigations (CPI), Child Care Regulation (CCR), Provider Investigations (PI), or another agency.
- The report may be under CPI’s jurisdiction if the AP is a person traditionally responsible for the child’s care, custody, or welfare, including parents, household members, caregivers, and school personnel or volunteers.
- The report may be under CCR, PI, or another agency’s jurisdiction if the AP is a professional service provider or an employee, contractor, subcontractor, agent, or volunteer of a child care facility or another type of facility.
- If the report is under Adult Protective Services (APS), CCR, PI, or another agency’s jurisdiction, the intake specialist completes the report according to standard procedures.
- If the report is under CPI’s jurisdiction, the intake specialist does as follows:
- Explains that CPI can only investigate anonymous reports of child abuse or neglect that are made to, and then referred to DFPS by, a law enforcement agency.
- Refers the reporter to the appropriate law enforcement agency, provides the reporter with the agency’s non-emergency contact information, when possible, and ends the interview. The intake specialist does not refer the reporter to 911 unless there is an emergency.
2122.3 Documenting Anonymous Child Protective Investigations (CPI) Reports
SWI Policy and Procedures February 2026
The intake specialist documents an anonymous CPI report as follows:
- Selects Anonymous (AN) as the reporter’s relationship or interest (Rel/Int), even when the reporter reveals his or her relationship but withholds the full information required to not be anonymous.
- Completes and closes the appropriate information and referral (I&R) report type. For anonymous reports about child abuse or neglect under CPI’s jurisdiction, the intake specialist does not send an I&R to any agency unless the information is directly relevant to other information that is outside CPI’s jurisdiction and was sent to that agency or program. This includes law enforcement in or out of state, the Joint Crime Information Center (JCIC), or programs equivalent to CPI in other states or Mexico.
See appropriate I&R types:
4711.2 I&Rs for Out-of-State Situations
2122.4 When Law Enforcement is the Reporter
SWI Policy and Procedures February 2026
If a law enforcement officer calls SWI to refer information that an anonymous reporter provided to his or her agency, the intake specialist does as follows:
- Asks the law enforcement officer for his or her basis of knowledge and clearly documents the source of information in the reporter’s person notes.
- Selects the law enforcement officer as the reporter.
- Completes the appropriate report according to standard procedures.
2122.5 When an Anonymous Reporter Reveals Name, Phone Number, or Relationship
SWI Policy and Procedures February 2026
When an anonymous reporter reveals his or her first and last name and phone number, either deliberately or inadvertently, he or she is no longer considered anonymous. The intake specialist does as follows:
- Explains that the reporter cannot be anonymous because he or she revealed his or her name and phone number.
- Explains that the reporter’s information is still confidential.
- Documents the reporter’s name and phone number.
When an anonymous reporter’s relationship is disclosed, inadvertently revealed, or can be inferred from the information provided, the intake specialist does as follows:
- Documents the relationship in the reporter’s person notes.
- Documents the reporter’s relationship or interest (Rel/Int) as Anonymous (AN) if his or her first and last name and phone number are not revealed.
- Completes the appropriate report according to standard procedures involving an anonymous reporter.
2122.6 Anonymous Reporter Includes Concerns about Child Abuse or Neglect under the Jurisdiction of Child Protective Investigations (CPI) While Making a Report for Law Enforcement or Another Program
SWI Policy and Procedures February 2026
An anonymous reporter may reveal information about child abuse or neglect under CPI’s jurisdiction while making a report for another program or agency such as:
- Law enforcement.
- A DFPS program other than CPI.
- Health and Human Services Commission (HHSC) Child Care Regulation (CCR).
- HHSC Provider Investigations (PI).
In this situation, the intake specialist does as follows:
- Encourages the reporter to provide the information required to be identified as a reporter. If the anonymous reporter declines to provide his or her information, the intake specialist:
- Refers the reporter to the appropriate law enforcement agency to make an anonymous report of child abuse or neglect.
- Provides the appropriate agency’s contact information, when possible.
- Explains that SWI can accept an anonymous report of child abuse or neglect only from a law enforcement agency.
- Completes a report for information under the jurisdiction of the applicable law enforcement agency or the other DFPS program, CCR, or PI according to standard procedures. The intake specialist does not include any information about child abuse or neglect in the narrative, unless it is directly relevant to the report for law enforcement, the other DFPS program, CCR, or PI. See 3171 Non-FPS Criminal Matter Referred to Law and 3171.1 When Not to Use the I&R Non-FPS Criminal Matter Referred to Law.
- Completes and closes an additional information and referral (I&R) report if the information about child abuse or neglect is not directly relevant to the applicable agency or program. The intake specialist creates the I&R without the New Using function. The intake specialist does not send the I&R to any agency, including law enforcement in or out of state, the Joint Crime Information Center (JCIC), or programs equivalent to CPI in other states or countries. For appropriate I&R types, see 3150 Clearly Not Reportable, 3173 Matter Referred On and 3180 Refused to Report.
2122.7 Anonymous Reporter Reveals Enough Information to Find an Existing Child Protective Investigations (CPI) Case
SWI Policy and Procedures February 2026
If an anonymous reporter reveals enough information to find an existing CPI case, the intake specialist does as follows:
- Completes an I&R to Existing Case according to standard procedures for any information that does not meet the legal definition of abuse or neglect for CPI but may be relevant to the open CPI case.
- Completes and closes an I&R Refused to Report for any information that meets the legal definition of abuse or neglect for CPI, regardless of relevancy to the open case.
- Completes an I&R CVS Caseworker Notification according to standard procedures.
See:
3101 CVS Caseworker Notification
3121.3 When Not to Send an I&R to Existing CPS Case
2122.8 Anonymous or Incomplete Reports Received via E-Report, Fax, or Mail
SWI Policy and Procedures February 2026
When an intake specialist receives a report via e-report, fax, or mail, and the reporter is anonymous, or the information is incomplete, he or she does as follows:
- Evaluates reporter information using the Anonymous Reporting resource on the DFPS intranet.
- Completes a report according to standard procedures, as detailed in 2122 Anonymous Reporters.
This includes emails from other DFPS or Health and Human Services Commission (HHSC) divisions, such as the Office of Consumer Affairs (OCA) or Health and Human Services (HHS) Complaint and Incident Intake (CII).
The e-reporting system prompts the reporter for information, but there may be entries in the reporter’s name and phone number fields that the intake specialist needs to evaluate when the report is under the jurisdiction of Child Protective Investigations (CPI).
2123 Chronic Reporters (Chronic Callers)
SWI Policy and Procedures February 2026
Adult Protective Services (APS) defines chronic reporters, known internally as chronic callers, as clients who establish a pattern of self-reporting allegations of abuse, neglect, or exploitation that are frivolous or untrue.
The same reporter may call SWI repeatedly, but the intake specialist handles the reporter’s concerns differently than standard procedures only if the reporter is on the APS Chronic Caller List located on the DFPS intranet.
See 5650 Chronic Callers.
2124 Offensive or Inappropriate Reporter Behavior
SWI Policy and Procedures October 2023
Offensive or inappropriate reporter behavior includes, for example, the following:
- Excessive use of inappropriate language.
- Description of obscene actions, to an extent that is not necessary for reporting the allegations.
If a reporter’s behavior becomes offensive or inappropriate, the intake specialist responds professionally, redirecting the reporter back to details about possible abuse, neglect, or exploitation.
If the reporter’s behavior continues to be offensive or inappropriate, the intake specialist explains that he or she will disconnect the call if the behavior does not stop. The intake specialist can change this explanation to suit the specific situation as it occurs.
If the reporter’s behavior continues to be offensive or inappropriate, the intake specialist ends the call. If the intake specialist ends the call because the reporter’s behavior was offensive or inappropriate, he or she documents the reason for doing so in the reporter’s person notes.
The intake specialist assesses the information that the reporter provided for allegations of abuse, neglect, or exploitation and completes the report according to standard procedures.
2125 Suicidal Reporters (Callers)
SWI Policy and Procedures February 2026
If the caller is in a state hospital, the Rio Grande State Center (mental health component), or a private psychiatric facility that contracts with the Health and Human Services Commission (HHSC), see 6770 Suicidal Callers in Certain Facilities.
When a caller appears to be suicidal, his or her immediate safety is the primary concern. Determining whether the situation meets the definitions of abuse, neglect, or exploitation is secondary.
Request Information from the Caller
The intake specialist does as follows:
- Keeps talking with the caller and does not put the caller on hold.
- Builds rapport with the caller throughout the call.
- Requests the following information about the caller:
- Name.
- Current location.
- Phone number.
- Phone number from caller ID. (See 2114 Caller ID.)
- Requests the following details about the suicidal ideation from the caller:
- Is there a plan, a time frame for the plan, and a means to carry out the plan?
- Are weapons available or nearby and, if so, what kind?
- Is the caller alone?
- Is anyone expected at the caller’s location?
Request a Welfare Check When There Is Any Locating Information, Including a Phone Number
The intake specialist or intake supervisor requests a welfare check on the caller as follows:
- The intake specialist contacts the Floor Support channel in Teams to request help from an intake supervisor or worker V. The intake supervisor or worker V may designate appropriate staff to assist the intake specialist. If no intake supervisor or worker V is available, the intake specialist messages any available staff.
- The intake specialist gives the intake supervisor, worker V, or designee the information obtained about the caller and the suicidal ideation, including the phone number from caller ID, if available.
- The intake supervisor, worker V, or designee calls law enforcement and requests a welfare check.
- The intake supervisor, worker V, or designee gives law enforcement the information obtained about the caller and the suicidal ideation, including the phone number from caller ID, if available.
- The intake specialist confirms that law enforcement contacted the caller.
- The intake specialist ends the call.
Situations Where There Is No Locating Information or Law Enforcement Is Unable or Unwilling to Complete a Welfare Check
The intake specialist asks the caller’s permission to transfer the call to the 988 Suicide and Crisis Lifeline. It is available 24 hours a day.
Note: The current number to contact the Suicide and Crisis Lifeline is 988. The previous number (800-273-8255) is still available, if needed.
If the caller agrees to the transfer, the intake specialist does as follows:
- Provides the caller the number for the Suicide and Crisis Lifeline at 988 for reference.
- Provides the caller the report ID (when appropriate) and the intake specialist’s name and worker ID.
- Begins the call transfer with the Suicide and Crisis Lifeline.
- Tells the Suicide and Crisis Lifeline representative:
- The call is from the Texas Abuse Hotline.
- There is a caller willing to speak with the Suicide and Crisis Lifeline.
- The intake specialist will transfer the caller to the representative.
- Completes the transfer.
If the caller declines the transfer, the intake specialist:
- Tells the caller that his or her concerns are important.
- Offers the number to the Suicide and Crisis Lifeline at 988.
- Informs the caller that without knowing his or her location or transferring the call to the Suicide and Crisis Lifeline, DFPS is unable to provide more help.
- Provides the caller the report ID (when appropriate) and the intake specialist’s name and worker ID.
- Tells the caller that the call will end.
- Ends the call.
Complete the Report
The intake specialist does as follows:
- Assesses the information the caller provided for allegations of abuse, neglect, or exploitation.
- Completes the report according to standard procedures.
2126 Reporters and Principals (PRNs) Who May Be Known to SWI Staff
SWI Policy and Procedures February 2026
An intake specialist may receive a report in which the intake specialist knows the reporter or a PRN.
- If the intake specialist knows the reporter personally and the reporter is making a report in a professional capacity about someone the intake specialist does not know, then the intake specialist completes the report.
- If the report involves a PRN the intake specialist knows personally, then it is not appropriate for the intake specialist to complete the report. The intake specialist consults (staffs) with an intake supervisor or worker V for direction before proceeding.
2127 Reporters Who Refuse an Interpreter
SWI Policy and Procedures February 2026
All intake specialists are expected to be competent in using interpreter services. See the Interpreter Instructions on the DFPS intranet.
If the reporter refuses to use an interpreter service, the intake specialist reassures the reporter that the intake specialist can take the report with the interpreter to establish rapport and encourage the reporter to continue. If the reporter still refuses to use an interpreter, the intake specialist contacts the Floor Support channel in Teams to request assistance from an intake supervisor or worker V.
2128 Reporters Who Are Children
SWI Policy and Procedures February 2026
If an adult reporter wants to put a child (any person younger than age 18) on the phone, the intake specialist explains that it is preferable to request the information from an adult reporter and let the investigator interview the child.
However, the intake specialist interviews the child if either of the following occurs:
- The adult reporter insists on putting the child on the phone.
- The child is the only person reporting.
Best practices for an interview with a child are as follows:
- Use age-appropriate language.
- Use open-ended questions that require more than a yes or no answer (for example, ask, “What would you like to tell me today?”).
- Do not ask leading questions.
- Limit questions to only items needed for assessment (do not go into graphic detail).
- Keep it short.
- Use a soft tone of voice.
- Be extra patient and empathetic.
- Be flexible.
See 2843 Complaint from a Foster Youth about His or Her Placement.
2130 Whom to Designate as the Reporter
2131 DFPS, Child Care Regulation (CCR), Provider Investigations (PI), and Single Source Continuum Contractor (SSCC) Reporters
SWI Policy and Procedures February 2026
How the intake specialist documents a reporter who works for DFPS, CCR, PI, or an SSCC depends on whether the reporter is:
- Reporting in a professional capacity.
- Reporting on behalf of someone else.
- Reporting as a personal witness or participant.
2131.1 Reporting in a Professional Capacity
SWI Policy and Procedures February 2026
If the DFPS, Child Care Regulation (CCR), Provider Investigations (PI), or Single Source Continuum Contractor (SSCC) employee learned about the situation while performing professional duties, the intake specialist documents FPS Staff as the relationship or interest (Rel/Int), the employee’s business address, and the employee’s business phone number.
See 2820 Assessing Reports Made by Field Staff.
2131.2 Reporting on Behalf of Someone Else
SWI Policy and Procedures February 2026
If the DFPS, Child Care Regulation (CCR), Provider Investigations (PI), or Single Source Continuum Contractor (SSCC) employee did not personally observe or learn about the situation but is making a report for someone who is unable or unwilling to do so, the employee is the caller, and the person for whom the employee is calling is the reporter.
The intake specialist requests and documents information about the caller on the Report Information page as follows:
- Full name of the employee calling.
- Selects FPS Staff as the relationship or interest (Rel/Int).
- Business address.
- Business phone number and type.
- Basis of knowledge in person notes.
The intake specialist requests and documents information about the reporter on the reporter’s Report Person Detail page as follows:
- Full name of the person for whom the employee is calling.
- Selects the checkbox to designate that person as the reporter.
- Selects the reporter’s Rel/Int to the oldest victim (OV) or client (CL).
- Address and type.
- Phone numbers and types.
- Basis of knowledge in person notes.
2131.3 Reporting as a Personal Witness or Participant
SWI Policy and Procedures February 2026
If the employee was a witness to or participant in the situation, the intake specialist requests and documents information about the reporter as follows:
- The employee’s relationship or interest (Rel/Int)to the situation that is not FPS Staff.
- Address and type.
- Phone numbers and types.
The employee can provide any address and phone number that he or she prefers.
If during the interview, or while processing an e-report, mail, or fax, it becomes evident that the employee might be a principal (PRN), a family member, or someone with a personal relationship with the alleged victim (VC) or the alleged perpetrator (AP), the intake specialist consults (staffs) with an intake supervisor or worker V to determine whether it is a sensitive report.
If it becomes evident that the reporter is an SWI employee making a report in which he or she would be a PRN or a family member, the intake specialist immediately consults with an intake supervisor or worker V.
2132 Mail or Fax Reporters
SWI Policy and Procedures February 2026
The intake specialist completes the Fax or Mail Cover Sheet template on the Templates and Forms resource on the DFPS intranet for each mail or fax document processed and sends the completed template to SWI support staff.
When reviewing mail or faxes, it is important to distinguish between the sender and the reporter.
Identifying the Sender
The sender’s information may be located on the envelope (for reports received by mail) or on the fax cover sheet (for reports received by fax).
The sender might not be the same person as the reporter. For example, the sender may be field staff forwarding information that the local office received from a member of the public.
When the sender is not the reporter, the intake specialist documents who sent the report to SWI in the reporter’s person notes. For example, “OCA staff faxed the report to SWI.”
Identifying the Reporter
The intake specialist reviews the mail or fax to determine the identity of the reporter. This information may be found in the Notes section of the fax cover sheet or in the body of the mail or fax.
Email or Email Chain
SWI sometimes receives emails or email chains by fax. This type of fax typically occurs when a reporter emails information to field staff instead of contacting SWI. After receiving the email, field staff faxes the report to SWI. These faxes include a cover sheet and a copy of the email. The email contains details about the person who sent the report information to field staff. The intake specialist designates that person as the reporter.
2133 E-Report Reporters
SWI Policy and Procedures February 2026
Reporters can make reports of abuse, neglect, and exploitation online through the DFPS public website. A report made by this method is known internally as an e-report.
There are two important numbers associated with each e-report:
- Confirmation number: Upon initial submission of an e-report, the reporter receives an email with a case-sensitive six-character alphanumeric confirmation number. This number is the only identification of the e-report until an intake specialist completes the report.
- Report ID: Once an intake specialist completes the report, the reporter receives another email. This second email includes the report ID and a statement indicating whether the report was recommended for investigation.
The information entered in the Reporter Information section of the form belongs to the person who submitted the e-report. The intake specialist uses information in the report to determine whether the relationship or interest (Rel/Int) designation is correct. The intake specialist corrects the Rel/Int designation, if needed, and documents any discrepancies or other relevant information in the person notes.
The intake specialist also determines whether a DFPS, Provider Investigations (PI), Child Care Regulation (CCR), or Single Source Continuum Contractor (SSCC) employee is reporting in a professional capacity. If so, the intake specialist designates the Rel/Int as FPS Staff.
2134 Walk-In Reporters
SWI Policy and Procedures February 2026
If someone attempts to make a report to SWI in person, SWI staff direct the person to a phone in the outer lobby. He or she may use that phone to call the toll-free hotline and report concerns.
2135 Multiple Reporters
SWI Policy and Procedures February 2026
Sometimes, a report may involve more than one reporter. The intake specialist uses the following table to determine how to designate each reporter.
| If: |
Then: |
|---|---|
Two callers are participating in the same call to report information, and each identifies himself or herself. |
Each caller is a reporter. |
Two callers are participating in the same call to report information. One caller identifies himself or herself, but the other caller remains anonymous. |
Only the identified caller is a reporter. For calls regarding the Child Protective Investigations (CPI) program, the intake specialist explains that only an identified reporter can make a report of child abuse or neglect. The intake specialist encourages the anonymous reporter to provide the information necessary to be identified as a reporter. If the anonymous reporter declines, the intake specialist documents that a second caller chose to be anonymous and was referred to law enforcement in the identified reporter’s person notes and continues the interview with the identified reporter only. For calls regarding all other DFPS programs, Child Care Regulation (CCR), and Provider Investigations (PI), the intake specialist documents that a second caller chose to be anonymous in the identified reporter’s person notes and continues the interview. |
One caller, professional or otherwise, reports information received from someone else. |
Only the caller who spoke with the intake specialist is a reporter. |
A professional caller reports information for a group of people. |
Only the professional caller who spoke with the intake specialist is a reporter. |
DFPS, CCR, PI, or Single Source Continuum Contractor (SSCC) field staff reports information received from someone in the community that the field staff has independently corroborated while performing duties within their professional capacity. |
Only the field staff who spoke with the intake specialist is a reporter. |
DFPS, CCR, PI, or SSCC field staff reports information on behalf of someone in the community and has no direct knowledge or corroborating information. |
Only the person in the community who provided the information to the field staff is a reporter. Note: If the original source of the information is anonymous, follow the procedures in 2122 Anonymous Reporters. |
DFPS, CCR, PI, or SSCC field staff reports information that he or she witnessed or participated in. |
The field staff is the reporter. |
Law enforcement reports information received from someone in the community or that the law enforcement officer witnessed. |
Only the law enforcement officer is the reporter. |
One caller asks another person questions in the background and then tells the intake specialist the answers. |
Only the caller who spoke with the intake specialist is the reporter. Exception: If the person in the background is unable to communicate directly with the intake specialist, and the only reason the person on the phone is present is to facilitate the interview (for example, Relay Texas or a language interpreter), the reporter is the person in the background whose intent was to be the reporter. The intake specialist documents any interpreter services or facilitation in the reporter’s person notes, including the facilitator’s name, relationship, and ID number, if applicable. |
A mail or fax report names one writer, but another writer’s statement is attached. |
If the mail or fax provides names for both, each writer is a reporter. |
2140 Feedback to the Reporter
SWI Policy and Procedures February 2026
The intake specialist provides the reporter with appropriate feedback throughout the call as follows:
- Explains the call decision.
- Provides the report ID, when appropriate.
- Provides the intake specialist’s name and worker ID.
- Provides referrals, when appropriate.
- Suggests a law enforcement welfare check, when appropriate.
- Refers the reporter to the local office for information regarding a case, if asked.
2141 Call Decision
SWI Policy and Procedures February 2026
For each call, the intake specialist provides the reporter with a call decision. Though it is not necessary to go into detail, the reporter should have a clear understanding of what is happening with the information he or she provided.
The specific feedback depends on the type of report the intake specialist completes. The intake specialist uses the table below to decide which feedback is appropriate based on his or her assessment.
| If the report is: |
Then the intake specialist tells the reporter: |
|---|---|
| Priority 1 (P1) – Priority 4 (P4) Intake | The information meets the definition of abuse or neglect, and he or she is sending a report to the local office recommending an investigation. |
| Priority None (PN) Intake |
He or she is sending the report to the local office for review, and the local office will decide whether to open an investigation. |
| I&R to An Existing Case |
The information does not meet the definition of abuse or neglect. However, if there is an open case, the information will be sent to the local office. |
| I&R Standards Compliance for DCL or RCL I&R Client Rights/Facility Admn Issues |
The information does not meet the definition of abuse, neglect, or exploitation. However, he or she is sending this information to the local office for review by the appropriate staff. |
| I&R Referred Elsewhere |
He or she is doing one of the following:
|
| I&R Closed at SWI |
The information does not meet the definition of abuse or neglect, and he or she is not sending a report to the local office for investigation or to another agency. |
| Case-related Special Request (CRSR) |
He or she is sending the information as a request to the local office. |
If the intake specialist needs to consult (staff) with an intake supervisor or worker V to assess a report and the reporter is unable or unwilling to hold, the intake specialist tells the reporter that he or she is unable to provide a call decision.
See 2570 Consulting or Staffing.
Inappropriate Feedback
Intake specialists do not provide information about what actions SWI screeners or the local office takes after receiving a report. Doing so can cause confusion or misunderstanding. The intake specialist explains only what he or she is doing with the information the reporter provided. The intake specialist does not provide the recommended priority or allegations to the reporter, as SWI screeners or the local office may determine a different priority or additional allegations.
The intake specialist does not tell the reporter when SWI screeners or the local office will respond to a report or provide a time frame for response. Although SWI screeners and field staff have specific time frames for a response, factors may affect these time frames. If a reporter asks, the intake specialist says that SWI screeners or the local office staff determine when and how to proceed once they receive the report.
The intake specialist does not tell a reporter to call SWI back for status updates. The intake specialist may provide the reporter with the local office phone number.
See 2720 Reporter Requests to Speak to Field Staff.
2142 Report ID
SWI Policy and Procedures February 2026
The intake specialist gives the reporter a report ID for each call only when the reporter provides a first and last name and telephone number.
If a reporter does not provide all required information, he or she is considered anonymous and cannot receive a report ID. There are certain exceptions for staff from other hotlines, out-of-state protective services agencies, and law enforcement. See 2122 Anonymous Reporters.
The intake specialist may provide the report ID by phone or email. If the reporter is unable to document the report ID, the intake specialist offers to email it to the reporter. This is done by completing the email address field in the Reporter Contact Information section of the report. The email only contains the report ID and no other details about the report.
2143 Intake Specialist Name and Worker ID
SWI Policy and Procedures February 2026
The intake specialist provides his or her first name and worker ID to each reporter.
If the reporter asks why the intake specialist is not required to give his or her last name, the intake specialist explains that the worker ID is specific to the intake specialist and sufficient. If a professional reporter who is not law enforcement requests the intake specialist’s last name, the intake specialist may provide it. If a law enforcement reporter requests the intake specialist’s last name, the intake specialist provides it.
2144 Referrals
SWI Policy and Procedures February 2026
The intake specialist may provide the reporter with referrals to other state or community agencies, or to related organizations, when appropriate.
SWI maintains an Internal Numbers and Common Referrals list of frequently provided referrals and an additional Referrals for Callers resource on the DFPS intranet.
2145 Law Enforcement Welfare Check
SWI Policy and Procedures February 2026
A welfare check occurs when law enforcement goes to a specific location to check on the safety or well-being of a person. People request welfare checks by calling law enforcement using 911 for emergencies or using the non-emergency number. In certain situations, an intake specialist may suggest that a reporter contact local law enforcement to request a welfare check on a child, adult, or family.
When to Suggest a Welfare Check
The intake specialist may suggest that the reporter request a welfare check when any of the following occur:
- A situation is occurring at the time of the call.
- There is an immediate need for assistance.
- There is a reasonable belief that the life or safety of a person is in danger, even if it is not life-threatening.
Examples include but are not limited to:
- A child under six years old is home without supervision from a capable caregiver.
- A person at least 65 years old or an adult with a disability has not been seen or contacted recently, and no family members, caretakers, or other people are available to check on the person.
- A person is vulnerable to extreme heat or cold that poses a safety threat, and the person has inadequate utilities or resources to address his or her needs.
If the reporter is unable or unwilling to request a welfare check when one is appropriate, the intake specialist may request the welfare check.
When Not to Suggest a Welfare Check
The intake specialist does not suggest a welfare check when:
- It is more appropriate to explain why the report does not meet the legal definition of abuse, neglect, or exploitation or is not in DFPS, Health and Human Services Commission (HHSC) Child Care Regulation (CCR), or HHSC Provider Investigations (PI) jurisdiction.
- The report does not need immediate contact from local law enforcement.
- The reporter is upset with the assessment, such as when parents are engaged in a custody dispute and child safety is not a concern.
2146 Status Updates or Investigation Outcomes
SWI Policy and Procedures February 2026
Reporters may ask what information they will receive during an investigation or after an investigation is complete.
The intake specialist explains the following:
- SWI is statewide and only handles the reporting stage. SWI shares with the reporter its decision about the report, but SWI is not involved later. SWI cannot give status updates or information on local office actions.
- Details of involvement with DFPS, Child Care Regulation (CCR), or Provider Investigations (PI) are confidential.
- Each program has a policy about what information, if any, it may share with reporters.
The table below provides information regarding each program’s policy.
| Program |
Policy |
|---|---|
Child Protective Investigations (CPI) |
For most reports, CPI provides written notification to the reporter about the investigation findings. See the Child Protective Services Handbook, 2293 Notifying Clients of Investigation Findings and 2293.1 Exceptions to Notifying Clients of Investigation Findings. |
Child Care Investigations (CCI) and Child Care Regulation (CCR) |
CCI or CCR notifies the reporter of the outcome unless:
See the Child Care Investigations Handbook, 2135 Notifying the Reporter of Investigation Results and the HHSC Child Care Regulation Handbook, 6640 Notifying the Reporter of the Results of the Investigation. |
Adult Protective Services (APS) |
APS does not give the reporter case information unless he or she is entitled to records. APS only gives the reporter pertinent case information necessary to:
See the Adult Protective Services Handbook, 15121 Case Information to the Reporter and Collaterals. |
Provider Investigations (PI) |
PI notifies the reporter about the outcome of the investigation and gives him or her information about the appeal process. See the HHSC Provider Investigations Handbook, 3520 Investigation Status Report and Report Provision. |
2147 Breach of Confidentiality
SWI Policy and Procedures June 2023
The intake specialist does not confirm or deny that SWI received a report on a person or family, unless the intake specialist verifies a reporter’s information from a previous report. This includes discussion of any information only provided in the previous report. It is a breach of confidentiality to confirm or deny that a person or family is currently or has ever been involved with DFPS. The intake specialist may confirm involvement by DFPS to law enforcement only after verifying law enforcement’s employment.
The following is an example of what the intake specialist can say:
I cannot confirm or deny if this person has an open case. However, I can take the information from you and run a search through the system. If a match is found, I can forward the information to the local office.
Examples of what cannot be said:
- I found this person in the system, but I see that you were not the original reporter on this report.
- The previous report was made anonymously, so I am unable to verify you were the original reporter.
See:
2710 Subsequent Contact from Reporters
3422 Texas Law Enforcement Requests Case History
2150 Reporter Requests to Speak to a Specific Intake Specialist
SWI Policy and Procedures February 2026
When a reporter requests to speak to the intake specialist with whom he or she spoke previously, the intake specialist who receives the request determines whether it is appropriate to transfer the call to the original intake specialist.
Appropriate to Transfer
If the documentation and processing of the original call are not complete, the second intake specialist (the one who received the request) contacts the requested (original) intake specialist. If the requested intake specialist is available and agrees to accept the call, the second intake specialist transfers the call. The second intake specialist speaks to the requested intake specialist on the phone first, before completing the transfer. Not doing so is known internally as a cold transfer. Cold transfers are not appropriate.
If the requested intake specialist agrees to accept the call, the second intake specialist completes an I&R Other Business Call. The requested intake specialist completes the call and processes the information according to standard procedures.
Not Appropriate to Transfer
The second intake specialist does not transfer the call to the requested intake specialist when any of the following apply:
- The report is in Closed status in IMPACT.
- The report is no longer on the requested intake specialist’s workload.
- The reporter was anonymous.
- The requested intake specialist is unavailable or unable to take the call.
- The requested intake specialist does not agree to take the call before the call is transferred (cold transfer).
In these situations, the second intake specialist completes the call and processes the information according to standard procedures.
2160 Calling Back a Reporter
SWI Policy and Procedures December 2025
Sometimes an intake specialist needs to call a reporter to complete a report. Reasons include:
- Accidental disconnection.
- Need for more information.
The intake specialist does not need approval to call a reporter back and does not complete any additional information and referral (I&R) reports to document the call.
The intake specialist uses only the recorded call system to call a reporter back. State-issued cell phones are not used to communicate with reporters.
The intake specialist does not call a reporter back if it is believed that doing so could compromise the reporter’s confidentiality or place the reporter in danger.
If the intake specialist does not reach the reporter, the intake specialist completes the report based on available information.
The intake specialist uses the guidelines in the table below when calling back a reporter.
If: |
Then the intake specialist: |
|---|---|
The reporter answers the phone. |
|
Someone other than the reporter answers the phone, and the reporter is available to come to the phone. |
When the reporter gets on the phone, the intake specialist:
|
|
Someone other than the reporter answers the phone, and the reporter is not available to come to the phone. |
|
The person believed to be the reporter denies having made a report. |
|
The intake specialist reaches an answering machine or voicemail. |
|
2200 Person List
SWI Policy and Procedures February 2026
The intake specialist requests and documents information about each principal (PRN) and collateral (COL) mentioned in a report.
The intake specialist organizes information about each PRN into a person list in the Person section for the following:
- All intakes.
- All case-related special requests (CRSRs).
- Some information and referral (I&R) reports. See 3200 I&R Person List.
For a Child Protective Investigations (CPI) intake, if the reporter does not share anyone who would be the parent or managing conservator of the oldest victim (OV), the intake specialist creates an entry for a PRN to represent this person. The person’s name will auto-generate as Unknown. The Unknown representing the parent or managing conservator is the case name.
All intakes require that the intake specialist request and document COLs. COLs are optional for CRSRs and I&Rs. The intake specialist documents COL information either in the Person section as a person list or in the narrative per the Narrative Instructions on the DFPS intranet. The intake specialist only enters a COL on the person list when there is a name and contact information.
If the intake specialist copies person information on an I&R from the Person section and pastes it in the narrative, the intake specialist removes superfluous formatting information, so the information is understandable to a non-DFPS reader.
See:
Methods of Reporting
Phone
For reports received by phone, the intake specialist requests and documents details about each person relevant to the report. The specific information the intake specialist requests for each person and where he or she documents the information depends on the report type and whether the person is a PRN or COL.
Mail or Fax
For reports received by mail or fax, the intake specialist reviews the mail or fax and documents a person list in the Person section for all intakes, CRSRs, and I&R types that require one.
E-Report
For e-reports, the intake specialist does as follows:
- Reviews the information that auto-populates in the person list.
- Corrects any errors.
- Validates addresses for all reporters and PRNs.
- Documents any discrepancies in the person notes.
- Reviews the narrative for any additional details about PRNs and documents those details in the person notes.
- Documents all PRNs on the person list if there is sufficient information about the person in the narrative and it is required by the report type.
Information to Request and Document about Each Person
The intake specialist requests and documents the following information:
- First and last name.
- Phone number and any additional phone numbers and type.
- Details to determine the person’s relationship or interest (Rel/Int) to the OV or client (CL).
- Details to establish the person type (PRN or COL).
- Person notes, if applicable.
If the person is a PRN, the intake specialist requests and documents the following additional information:
- Address.
- Details to establish the person’s role in the report, such as alleged victim (VC) or alleged perpetrator (AP).
- Demographics (see 2270 Demographics).
If Required Information Is Unavailable
If the report is a mail, fax, or e-report and some of the required information is missing, the intake specialist does as follows:
- Documents the required information provided.
- For each piece of required information that is missing, leaves that information blank. When the reporter leaves names blank in an e-report, IMPACT automatically generates Unknown for PRNs and a line for COLs.
If the reporter makes the report by phone, the intake specialist does as follows:
- Requests each piece of required information that the reporter does not mention.
- Documents the required information.
If a DFPS, Child Care Regulation (CCR), Provider Investigations (PI), or Single Source Continuum Contractor (SSCC) Employee Makes a Report
An intake specialist may request a PRN’s person identification (PID) number from a reporter who is a DFPS, CCR, PI, or SSCC employee. The intake specialist verifies with the reporter that the information documented for that PID remains correct. If any information has changed, the intake specialist updates the PID’s documentation with the new information.
2210 Names
SWI Policy and Procedures February 2026
The intake specialist requests a first and last name for each principal (PRN) and collateral (COL).
See:
The intake specialist documents each person’s full legal name. Names may include special characters such as spaces, hyphens, or apostrophes when they are part of the person’s legal name.
The intake specialist does not document the following as names on the Report Person Detail page in the first name and last name fields:
- Initials or nicknames.
- Suffixes or titles.
- Names of facilities, hospitals, resources, buildings, and so on.
- Description of the person (such as “baby boy”), relationships, or role descriptors (such as “unk”).
- Abbreviations documented by reporters in e-reports.
Instead, the intake specialist selects titles and suffixes in the respective drop-down boxes and documents other information in the person notes.
If a person has more than one name, the intake specialist documents the additional names in the person notes.
Documenting Partially Unknown Names
When a reporter has a person’s partial name, such as only a first or last name, the intake specialist documents only the part of the name known by the reporter in the appropriate name field.
Examples:
- The reporter knows that the oldest victim’s (OV’s) name is Destiny but does not know her last name. The intake specialist documents “Destiny” for the first name and does not document anything for the middle and last name.
- The reporter knows that the aunt’s name is Mrs. Smith but does not know her first name. The intake specialist documents “Smith” for the last name and does not document anything for the first and middle name.
Documenting Totally Unknown Names
If a reporter does not know a person’s name at all but can specifically identify the person by other means, the intake specialist:
- Does not document anything for the first, middle, or last name.
- Documents any available demographic information in the appropriate fields.
- Documents any available identifying information in the person notes.
Example: The reporter knows that the OV is two years old but does not know his name. The intake specialist documents “2” for the age and “male” for the biological sex but does not document anything for the first, middle, or last name.
When nothing is entered into any of the name fields for a person who is a PRN on the person list, the Unknown label is automatically populated. Each numbered Unknown identifies a separate unknown PRN.
Documenting Incomplete Collateral (COL) Information
If the reporter knows the name of a COL but does not have contact information, or knows the contact information and relationship but does not have a name, the intake specialist documents the available information in the narrative only. The incomplete information is not entered on the person list. The Unknown label is not populated for COLs.
2220 Addresses
SWI Policy and Procedures February 2026
The intake specialist requests and documents an address for each principal (PRN). The address consists of the following:
- Street address.
- Apartment or suite number, if applicable.
- City.
- State.
- ZIP code.
The address ensures that field staff can locate a family or client (CL). It is important to validate addresses while the reporter is on the phone. This allows the intake specialist to clarify with the reporter any address that does not validate in IMPACT.
If a reporter identifies that he or she lives at a state hospital or state-supported living center, then it is permissible to obtain the address from the State Hospitals and State-Supported Living Centers resource on the DFPS intranet. The intake specialist requests and documents the name of the unit or dorm where the CL lives.
See:
The intake specialist selects the address type as it relates to the person. For example:
- The reporter may work at a residential facility, in which case, the address type is Business. The alleged victim (VC) may live at that same address, but for the alleged VC, the address type is Fac Residence.
- The reporter may be a counselor at a school, in which case the address type is Business. The alleged VC may be a student at that same address, but for the alleged VC, the address type is School. Although it is preferable to document the student’s home address as the primary address, there may be occasions when the school address is the only one available.
Partial Address
A partial address may be one where the street address is incomplete or only the city or county is known.
When the intake specialist has only a partial street address, such as Hwy. 29, Apple Apts., or 24th & Cross, the information is documented in the Locating Information section of the narrative. A partial street address is never entered into the Address field on the person list.
If the reporter provides only a city, a county, or both, the intake specialist documents that information in the City or County fields, as applicable.
Medicaid Address
The intake specialist never uses the address type Medicaid Card. Instead, the intake specialist uses a more appropriate address type, such as Residence or Facility Residence.
2230 Phone Numbers
SWI Policy and Procedures February 2026
The intake specialist requests and documents a phone number for each adult principal (PRN) and collateral (COL). Phone numbers ensure that field staff can contact a person, family, or adult alleged victim (VC). It is not necessary to request phone numbers for PRNs who are children.
See:
The intake specialist selects the phone type as it relates to the person. For example:
- The reporter provides a cell phone number for the mother, in which case the phone type is Residence-cell. If the reporter also provides a phone number for where the mother works, then the phone type is Business.
- The mother has a cell phone, in which case the phone type for her is Residence-cell. The father may also use this cell phone, but for him, the phone type is Family/Relative, because it is not his personal phone.
The intake specialist also documents any additional phone numbers in the Phone Numbers field on the Report Person Detail page.
If a reporter identifies that he or she lives at a state hospital or state-supported living center, then it is permissible to obtain the phone number from the State Hospitals and State-Supported Living Centers resource on the DFPS intranet.
2240 Types
SWI Policy and Procedures March 2023
The intake specialist identifies each person on the person list with an appropriate type. A person can be a principal (PRN) or collateral (COL).
2241 Principal (PRN)
SWI Policy and Procedures February 2026
In most cases, a PRN is any person who has some involvement in the reported situation. Each program has specific requirements for determining whether a person should be a PRN.
For intakes and case-related special requests (CRSRs), the intake specialist documents PRNs in the Person section in IMPACT.
See:
2242 Collateral (COL)
SWI Policy and Procedures February 2026
A COL is any person who can provide additional information about the reported situation.
The intake specialist requests the name and contact information for at least one COL for all intakes. He or she may document the COL’s information in the Person section or the narrative in IMPACT. The intake specialist is not required to gather this information for case-related special requests (CRSRs) or information and referral (I&R) reports.
See:
2250 Roles
SWI Policy and Procedures February 2026
The intake specialist assigns a role to each person on the person list according to the situation and the program involved. It is important to assign roles correctly, because field staff may be unable to change an assigned role. This means that if a person is incorrectly associated with an allegation in the case record, field staff may not be able to correct the error. Principals (PRNs) may be assigned any of the following roles, depending upon the program:
- Alleged Victim (VC)
- Alleged Perpetrator (AP)
- Alleged Victim Perpetrator (VP)
- Unknown Role (UK)
- No Role (NO)
Collaterals (COLs) are always assigned the role of No Role (NO).
See:
2251 Alleged Victim (VC)
SWI Policy and Procedures February 2026
An alleged VC is a person who is reported to be abused, neglected, or exploited. Each program has specific requirements for who can be a VC.
There must be at least one VC on the person list for intakes, even if there is limited or no information about the identity of the VC.
See:
2252 Alleged Perpetrator (AP)
SWI Policy and Procedures February 2026
An AP is a person reported to be responsible for the alleged abuse, neglect, or exploitation. Each program has specific requirements for who can be an AP.
When the identity of an AP is unknown, the intake specialist may or may not add the AP to the person list, depending on the program.
SWI defines an alleged sex offender as any person 10 years old and above who is alleged to have sexually abused or sexually assaulted someone, whether the alleged victim (VC) was a child or an adult. The alleged sex offender does not have to have a criminal conviction or be on the sex offender registry.
See:
2253 Alleged Victim Perpetrator (VP)
SWI Policy and Procedures February 2026
A VP is a person who is both an alleged victim (VC) and an alleged perpetrator (AP). Only Child Protective Investigations (CPI) and Adult Protective Services (APS) use this role.
2254 Unknown Role (UK)
SWI Policy and Procedures February 2026
A person is assigned the role of UK when there is not sufficient information to determine whether a person is an alleged victim (VC) or alleged perpetrator (AP). Only Child Protective Investigations (CPI) and Residential Child Care Investigations (RCCI) use this role. CPI and RCCI have specific requirements for who can be assigned the UKrole.
See:
2255 No Role (NO)
SWI Policy and Procedures February 2026
If the person clearly is not involved as an alleged victim (VC), alleged perpetrator (AP), or alleged victim perpetrator (VP), the intake specialist lists him or her as NO.
See:
2260 Relationship or Interest (Rel/Int)
SWI Policy and Procedures February 2026
The intake specialist identifies each person on the person list with a Rel/Int designation that best describes his or her relationship to the oldest victim (OV), adult alleged victim (VC), or person of concern for all of the following:
- Intakes.
- Information and referral (I&R) reports.
- Case-related special requests (CRSRs).
Any time the intake specialist uses a vague Rel/Int, such as Unrelated Household Member (UH), he or she documents an explanation of the relationship in the person notes or narrative.
See:
4130 Relationship or Interest (Rel/Int)
5230 Relationship or Interest (Rel/Int)
6230 Relationship or Interest (Rel/Int)
7230 Relationship or Interest (Rel/Int)
8230 Relationship or Interest (Rel/Int)
9230 Relationship or Interest (Rel/Int)
2270 Demographics
SWI Policy and Procedures February 2026
The intake specialist requests and documents the following demographic information for each principal (PRN):
- Date of birth.
- Age (or approximate age, if date of birth is unknown).
- Date of death, if applicable.
- Biological sex.
- Marital status.
- Social Security number.
- Language.
- Race and ethnicity.
The intake specialist is not required to request this information for collaterals (COLs).
Date of Birth and Age
If the reporter is not able to provide a date of birth for a PRN, the intake specialist requests an age, approximate age, or age range.
If the reporter provides an age range, the intake specialist does as follows:
- If the report is for Child Protective Investigations (CPI), Day Care Investigations (DCI), or Residential Child Care Investigations (RCCI), uses the youngest age of the range as the age.
- If the report is for Adult Protective Services (APS), uses the oldest age of the range as the age.
The intake specialist documents the age range provided in the narrative.
Date of Death
The intake specialist documents the deceased person on the person list only if he or she is pertinent to the report. The intake specialist documents the date of death, if known.
IMPACT automatically selects the Child Death checkbox when a child on the person list has a date of death entered. If there is no date of death for a deceased child, the intake specialist manually selects the Child Death checkbox.
See:
4631 Death of a Child Not in DFPS Conservatorship
5630 Death Caused by Abuse or Neglect
Biological Sex
The intake specialist selects the biological sex and documents this information on the Person Detail page. Any additional information is documented in the person notes.
Marital Status
The intake specialist requests and documents the marital status of each person.
Language
The intake specialist requests and documents a language spoken for each person. The intake specialist does not make assumptions based on factors such as the following:
- A person’s name.
- The reporter’s language.
- The names or languages of family members.
When a person speaks a language other than English, the intake specialist documents this and asks whether he or she needs an interpreter.
Race and Ethnicity
The intake specialist requests and documents a race and ethnicity for each PRN. The intake specialist does not make assumptions based on factors such as the following:
- A person’s name.
- A person’s language.
- The names or languages of family members.
The intake specialist selects Declined to Indicate or Unable to Determine, if applicable.
2280 Person Notes
SWI Policy and Procedures February 2026
The intake specialist requests and documents the following additional information about a person in his or her person notes:
- Basis of knowledge. If the reporter is a law enforcement officer referring information that an anonymous reporter provided to his or her agency, select the law enforcement officer as the reporter. See 2110 Information about the Reporter.
- Place of employment and job title or role.
- Work hours (days and times).
- Sources other than the reporter that the intake specialist used for obtaining information about a person, such as an internet search.
- Conflicts between the information about a person provided by the reporter and information found in case history.
- Availability of supporting materials and documentation that may be pertinent to the report, such as internet links, pictures, emails, videos, letters, or social media posts.
- Explanations of vague or unclear relationships.
The intake specialist does not document that information was obtained from a person record in case history.
2300 Narratives
SWI Policy and Procedures June 2024
The intake specialist documents information obtained from the reporter about the situation in the narrative. He or she documents a narrative for all intakes, all case-related special requests (CRSRs), and most information and referral (I&R) reports.
If the reporter declines to answer or cannot answer a relevant question, the intake specialist documents the question and the answer as “unknown” to show that a complete safety interview was conducted.
2310 Narrative Structure
SWI Policy and Procedures February 2026
Intake specialists document narratives according to the Narrative Instructions on the DFPS intranet. Consistent documentation ensures that intake specialists communicate information effectively. These instructions explain what to document and how to organize the narrative based on the report type.
The narrative has three sections:
- General Information/Description
- Conclusions
- Locating Information
2311 General Information/Description Section
SWI Policy and Procedures February 2026
The intake specialist documents relevant information obtained from the reporter about the situation in the General Information/Description section of the narrative. The intake specialist documents the following in this section, when applicable:
- Open case history.
- Information about the people involved in the report.
- Information about special needs, medical conditions, or disabilities.
- Information about each allegation. Each DFPS program, Health and Human Services Commission (HHSC) Child Care Regulation (CCR), and HHSC Provider Investigations (PI) define abuse, neglect, or exploitation differently, which means the information the intake specialist documents varies. However, for all DFPS programs, CCR, and PI, the intake specialist documents all information the reporter gives about each allegation.
- Other relevant information the reporter provides that does not pertain to any allegation.
- The intake specialist’s name and title.
- Consultation (staffing) information. See 2570 Consulting or Staffing.
- Call-out information. See 2686 Documenting the Call-Out.
Exception: When an anonymous reporter provides information about child abuse or neglect that is under the jurisdiction of Child Protective Investigations (CPI) while reporting information for law enforcement, any other DFPS program, HHSC CCR, or HHSC PI, the intake specialist does not include that information in the narrative unless it involves a safety concern relevant to the applicable law enforcement agency, the other DFPS program, CCR, or PI. See 2122.6 Anonymous Reporter Includes Concerns about Child Abuse or Neglect under the Jurisdiction of Child Protective Investigations (CPI) While Making a Report for Law Enforcement or Another Program.
If the reporter cannot provide answers to questions the intake specialist asks, the intake specialist documents what is not known to the reporter. This includes when reporters are unable to provide collaterals (COLs). This documentation verifies that the intake specialist conducted a thorough interview and helps field staff proceed efficiently. The intake specialist does not use generalized statements such as “No other information available” in the narrative.
For narrative documentation requirements for each program and report type, see the Narrative Instructions on the DFPS intranet.
2312 Conclusions Section
SWI Policy and Procedures February 2026
The Conclusions section contains the program, allegations, and priority for intakes. It also contains the appropriate closed-case history when appropriate. The intake specialist explains the assessment when necessary, such as when an intake is supported by Unable to Complete (UTC) policy, the assessment is based solely on IMPACT history, or when the narrative does not support the assessment.
See the Narrative Instructions on the DFPS intranet.
2313 Locating Information Section
SWI Policy and Procedures June 2024
The Locating Information section contains any additional information to help locate the people involved. This information may include:
- Directions to a home.
- School information.
- Day care information.
- Employment information.
- License plate information.
- A temporary location such as a hospital, rehabilitation center, or law enforcement station.
2320 Clear and Professional Writing
SWI Policy and Procedures February 2026
The intake specialist writes a clear and professional narrative to communicate critical information effectively and eliminate confusion. The intake specialist does as follows:
- Writes in complete sentences.
- Uses paragraphs.
- Uses proper grammar, punctuation, capitalization, and spelling.
- Uses approved terms and abbreviations throughout the narrative. For a list of the approved abbreviations used in narratives, see IMPACT & Narrative Abbreviations and Definitions on the DFPS intranet.
- Refers to a person in the same manner consistently throughout the narrative and in a way that clearly matches a person on the person list.
- Proofreads the narrative.
- Documents relevant questions asked and unknown to the reporter.
The intake specialist does not document information as unknown when he or she does not request it from the reporter.
2330 Reporter’s Confidentiality in the Narrative
SWI Policy and Procedures June 2024
An intake specialist writes the narrative in a way that protects the reporter’s identity. Someone reading the narrative should not be able to determine who reported the information. The reporter’s identity is confidential by state law. See 1130 Confidentiality.
The intake specialist reduces the possibility that the narrative may reveal the reporter’s identity in different ways, such as:
- Writing the narrative in the third person to make it seem like an “outsider looking in” provided the details.
- Removing the terms “reporter” and “caller” from the narrative. It is understood that the reporter gave the information.
2340 Information from Case History
SWI Policy and Procedures February 2026
The intake specialist does not document information from previous case history into the current narrative or person list.
Exception: Intake specialists use information from previous reports when completing reentries and Child Safety Check Alert List (CSCAL), Unable to Complete (UTC), and I&R CVS Caseworker Notification reports. If a DFPS, Child Care Regulation (CCR), Provider Investigations (PI), or Single Source Continuum Contractor (SSCC) employee makes a report, see 2200 Person List.
See 2865 Completing a Reentry.
2350 Narratives for E-Reports
SWI Policy and Procedures February 2026
For e-reports, IMPACT automatically fills in the narrative page with the questions from the e-report form and the responses that the reporter entered.
The intake specialist does not change the information entered or remove information that identifies the reporter. Exception: If the narrative contains a complaint about field staff from the public, and the report needs to go to the local office, the intake specialist removes certain information. See 2842.3 Completing the Report for the Complaint.
The intake specialist completes the narrative according to the Narrative Instructions on the Intake Procedures on the DFPS intranet.
Reports Written in a Language Other Than English
When a reporter submits an e-report in a language other than English, an intake specialist who is officially designated as proficient in reading the language completes the report. For all intakes, information and referral (I&R) reports, and case-related special requests (CRSRs), the intake specialist who completes the report documents a detailed summary in English in the Conclusions section.
If an intake specialist pulls an e-report and is not proficient in reading the language, he or she contacts the Floor Support channel in Teams. A floor support supervisor finds an intake specialist proficient in the needed language to complete the report. If SWI does not have an intake specialist proficient in the needed language, the supervisor follows the steps for written translation in the Other section of the Handle Floor Support Requests resource on the DFPS intranet.
2360 Narratives for Mail or Fax Reports
SWI Policy and Procedures February 2026
For mail or fax reports, the intake specialist documents a summary of the mail or fax in the narrative, according to the Narrative Instructions on the DFPS intranet.
Reports Written in a Language Other Than English
When a reporter submits a mail or fax report in a language other than English, support staff removes the mail or fax from the queue and sends a private chat to Workforce Management (WFM) to locate an intake specialist who is officially designated as proficient in reading the language. That intake specialist then completes the report. For all intakes, information and referral (I&R) reports, and case-related special requests (CRSRs), the intake specialist who completes the report documents a detailed summary in English in the narrative.
If SWI does not have an intake specialist proficient in the needed language, support staff does as follows:
- Completes a request for written translation by filling out Form 4101 Request for Translation Services. If support staff is unable to identify the language in which the report is written, it is acceptable to leave that item on the form blank.
- Obtains approval from a support or intake supervisor.
- Submits the form and the report that needs translation, either by email or through the portal, to the approved translation service.
Support staff holds the mail or fax until the translation is completed. Once the support mailbox receives the written translation, support staff sends a private chat to WFM to find an intake specialist to complete the report using the English translation. Support staff sends the original report that SWI received by mail or fax to the local office. The local office receives the English translation through IMPACT.
2400 Searches
SWI Policy and Procedures June 2024
The intake specialist performs several kinds of searches, depending on the information needed. He or she uses IMPACT to search for people, staff, case history, case events, and resources. He or she also uses other agency databases or the internet to find information needed to complete reports.
2410 IMPACT Person Searches
SWI Policy and Procedures February 2026
The intake specialist uses person searches to determine whether a person in the current report has case history.
2411 Reports and Persons That Require Person Searches
SWI Policy and Procedures February 2026
Intakes and Case-Related Special Requests (CRSRs)
For intakes and CRSRs, the intake specialist performs person searches on all principals (PRNs), but not collaterals (COLs).
Information and Referral (I&R) Reports
For I&R reports, the intake specialist performs person searches only for certain I&R types and on certain people. See 3310 Person Search.
Unknown Persons
For all reports that require person searches, if a PRN is listed as “Unknown” on the person list, the intake specialist does as follows:
- If the “Unknown” PRN’s address is unknown, a person search is not required.
- If the “Unknown” PRN’s address is known, a person search using the address is required. However, if there is more than one “Unknown” PRN with the same address in the same report, the intake specialist performs a person search on only one of them.
2412 Person Search Results
SWI Policy and Procedures February 2026
The intake specialist views person search results and looks for a match to the person in the current report. The intake specialist compares names, dates of birth, addresses, Social Security numbers, and any other available information to determine whether the person in the current report already has a person identification (PID) number in IMPACT. A case history search may also be necessary.
Intakes and Case-Related Special Requests (CRSRs)
Relating (or relate) is the term for connecting a person in the current case to a matching person in case history.
If the current report is an intake or a CRSR and the intake specialist finds a match to a person in case history, he or she relates the person in the current report to the person already in IMPACT. The goal is for each person to have one unique PID to make sure IMPACT contains an accurate history for each person in all reports. The intake specialist uses professional judgment when determining whether to relate a person to an existing PID. If a match is uncertain, see 2413.2 If Match Is Uncertain.
Information and Referral (I&R) Reports
If the current report is an I&R that requires a person search and the intake specialist finds a match to a person in case history, he or she pastes the person’s case history into the narrative if required for the I&R type. However, some I&R types only require a search to make sure there is no open case and to inform assessment, without pasting any history. See 3320 Narrative.
The intake specialist does not relate people if the current report is an I&R.
2413 Special Types of Matches from Person Searches
2413.1 If Match Is to a Staff Record
SWI Policy and Procedures February 2026
If a person is a current or former DFPS employee or contractor, Health and Human Services Commission (HHSC) Child Care Regulation (CCR) employee, or HHSC Provider Investigations (PI) employee, the person’s staff record has a blue diamond icon next to his or her name.
The intake specialist does not relate a person in the current report to a staff record in IMPACT. Instead, the intake specialist documents the following in theperson notes:
- There is a match to a staff record.
- The person identification (PID) number from the staff record.
2413.2 If Match Is Uncertain
SWI Policy and Procedures February 2026
The intake specialist does not relate a person if the match is not a clear match, based on name, date of birth, address, Social Security number, or other available information. Instead, the intake specialist documents the following in theperson notes:
- There is a possible match.
- The person identification (PID) number that is a possible match.
The intake specialist uses professional judgment when determining whether to relate a person to an existing PID. If the intake specialist does not relate a person, then the intake specialist does not paste possible case history involving that person into the narrative.
2413.3 If Match Is Based on Household Composition from a Prior Case
SWI Policy and Procedures February 2026
The intake specialist does not use household information from a prior case if the reporter does not give any information about household members. If a name is found in a prior case, that does not mean the person is still in the home.
However, if the reporter provides enough identifying information for the intake specialist to be certain the persons in the current report and the persons from case history are the same, then the intake specialist does as follows:
- Creates an “Unknown” person on the person list in the current case for each identifiable person.
- Relates each of these people to the matching person in the prior case.
The intake specialist does not enter information obtained only from IMPACT (such as names or exact ages) on the Report Person Detail page. The intake specialist only enters information provided by the reporter.
Example: The reporter says there are six children, including two teenage boys and one elementary-aged girl. When the intake specialist searches the names or addresses from the reporter (for any of the parents or children), there is a possible match that indicates there are six children in the family, including two boys aged 14 and 16 and one 8-year-old girl. The mother’s name matches what the reporter provided. The intake specialist relates these three children and relates the mother.
2414 Potential Duplicates in Person Search Results for Intakes and Case-Related Special Requests (CRSRs)
SWI Policy and Procedures February 2026
A person can be related to only one person identification (PID) number in IMPACT. If the intake specialist finds multiple PIDs that match the person he or she is searching for, then the intake specialist does as follows:
- Marks the radio button of the oldest correct PID.
- Checks the Potential Duplicate box of any additional PIDs that match the same person.
- Relates the oldest correct PID to the person in the current case.
When deciding whether to check a person search result as a potential duplicate, the intake specialist uses the same criteria as when deciding whether to relate.
See:
2413 Special Types of Matches from Person Searches
If a potential duplicate exists but was not checked during the relate process, the intake specialist manually enters the PID of the potential duplicate in the Potential Duplicates section on the related person’s Report Person Detail page in the current case.
2415 Corrections to Names, Contact Information, and Demographics after Relating
SWI Policy and Procedures February 2026
If the intake specialist relates a person, and then realizes that he or she made a mistake in the person’s name, contact information, or demographic information, he or she does as follows:
- Unrelates the person.
- Corrects the mistake.
- Relates the person again.
If the intake specialist realizes that he or she related an incorrect person, he or she contacts the Floor Support channel in Teams to request assistance from an intake supervisor or worker V. Unrelating does not separate the information associated with the PIDs that were related.
2420 IMPACT Case History Searches
SWI Policy and Procedures February 2026
The intake specialist searches for case history for each principal (PRN) when completing an intake or case-related special request (CRSR). The intake specialist searches for case history only for certain people when completing some information and referral (I&R) reports. See 3310 Person Search.
After finding matches through a person search, the intake specialist reviews the case history to determine whether it affects the assessment, special handling of the report, or both. The intake specialist reviews case history that is open in the intake (INT) stage to determine whether the current report is regarding the same incident or is made by the same reporter.
The intake specialist also searches case history when an appropriate request is made by any of the following:
- Field staff.
- Texas law enforcement.
- Out-of-state or foreign protective services agencies.
- Out-of-state or foreign law enforcement agencies.
See:
2710 Subsequent Contact from Reporters
3420 Requests for Case History
3423 Out-of-State Agency Requests for Case History (OOS Requests)
2430 IMPACT Resource Searches
SWI Policy and Procedures February 2026
IMPACT resource searches can help determine which agency or program has investigational jurisdiction, the facility type, and the correct name or address of a resource.
The intake specialist searches the resource directory for information about facilities and operations, including:
- Mental health facilities.
- Facilities for individuals with intellectual disabilities.
- Residential child care operations.
- Day care operations.
- Home and Community Service (HCS) group homes.
- Law enforcement agencies.
- Service providers.
- Schools.
2440 IMPACT Staff Searches
SWI Policy and Procedures June 2024
Staff searches provide additional details about current and former employees and external staff.
The intake specialist most commonly uses staff searches to:
- Confirm the identity of staff requesting case history searches.
- Find a phone number of an employee in specific circumstances.
- Find the name of a particular employee’s supervisor.
- Find the termination date for a particular employee.
2450 IMPACT Event Searches
SWI Policy and Procedures June 2024
Event searches provide information about all events on a report. SWI staff typically perform event searches while doing reentries or performing quality assurance.
2460 Internet Searches
SWI Policy and Procedures February 2026
The intake specialist may use the internet to find details for a report.
Common examples include:
- Using Google to find an address.
- Using the Long-term Care Provider Search to determine the jurisdiction of a particular facility.
- Using the Texas Public Sex Offender Website (Registry) to determine whether someone is a convicted sex offender.
The intake specialist documents in the person notes what information came from which site during an internet search.
2470 Social Media Searches
SWI Policy and Procedures February 2026
A reporter may indicate that information is on social media (for example, a Facebook page). The intake specialist first asks the reporter for a description of the information. The intake specialist completes this type of search only when the information necessary to complete a report is unavailable through other means. The intake specialist may not search Tik Tok on any state-owned device or computer.
The intake specialist:
- Searches for the information without logging into his or her personal social media account. Generally, searching this way is successful only when the subject of the search has no privacy settings. Therefore, these searches may produce few viewable results.
- Views any posts that are open to public viewing. If the posts are not open to the public, the intake specialist does not sign in to his or her personal social media account to get the information.
- Documents the source of any information obtained in the reporter’s person notes, including the name of the person or account that posted to the site.
See the DFPS Human Resources Manual, Chapter 4, Employee Conduct (C. Social Media).
2480 Texas Integrated Eligibility Redesign System (TIERS) Searches
SWI Policy and Procedures February 2026
TIERS is a statewide data system with information about people who applied for or who are receiving state assistance, such as:
- Temporary Assistance for Needy Families (TANF).
- Supplemental Nutrition Assistance Program (SNAP), or “food stamps.”
- Medicaid.
- Supplemental Security Income (SSI).
- Social Security Disability Insurance (SSDI).
TIERS searches may provide names, dates of birth, Social Security numbers, physical addresses, or the nature and degree of a disability.
When a TIERS Search Is Necessary
The intake specialist requests a TIERS search when information that is necessary for the assessment or processing of a report is unavailable, especially locating information necessary to complete an intake for Child Protective Investigations (CPI), Adult Protective Services (APS), or Provider Investigations (PI).
For example:
- The reporter does not know the ages of the children in the home, and that information is necessary for assessment.
- The reporter does not know the client’s (CL’s) or family’s physical address or directions to the home.
TIERS searches add to report processing time and should only be used when necessary. The intake specialist who needs a TIERS search sends a group message in Teams to support staff.
2490 License Plate Searches
SWI Policy and Procedures February 2026
On occasion, the only information a reporter provides is the license plate number and description of the vehicle in which the reporter saw the child or client (CL). When the intake specialist obtains a license plate number and description of the vehicle and the reporter has inadequate identifying or locating information, the intake specialist sends a group message in Teams to support staff to request a license plate search.
The intake specialist documents the county where the abuse, neglect, or exploitation incident occurred as the address for each principal (PRN). He or she also documents other available identifying or locating information. For example, if the reporter observed the approximate age, biological sex, race, or ethnicity of a person involved, the intake specialist documents that information.
The intake specialist assigns the report to the county where the incident occurred.
Results Found
If the search returns a result matching the license plate number, the intake specialist documents that information in the Locating Information section of the narrative. This information may include:
- Name of the person associated with the license plate number.
- Address associated with the license plate number.
- License plate number.
- Description of the vehicle.
No Results Found
If the license plate search does not return results, the intake specialist assesses the report based on the available information.
2500 Assessment
SWI Policy and Procedures February 2026
The intake specialist assesses each report for abuse, neglect, or exploitation by applying the following:
- SWI and program-specific policy.
- State laws.
- Applicable resources.
- Professional judgment.
A professional reporter’s statements or conclusions about a situation are considered in the assessment, but the reporter’s opinion does not negate or override the intake specialist’s assessment.
2510 Report Types
SWI Policy and Procedures February 2026
A report is documentation of a contact in IMPACT that reflects the information provided by a reporter. The intake specialist assesses each report as one of the following types:
- Intake.
- Case-related special request (CRSR).
- Information and referral (I&R) report.
Intake
An intake is a report that involves allegations of abuse, neglect, or exploitation that are under the jurisdiction of DFPS, Health and Human Services Commission (HHSC) Child Care Regulation (CCR), or HHSC Provider Investigations (PI). Intake specialists use relevant state laws, program policy, and other resources to determine the appropriate program, allegations, alleged victims (VCs), alleged perpetrators (APs), and priority for each intake.
Case-Related Special Request (CRSR)
A CRSR is a request for DFPS assistance that does not allege abuse, neglect, or exploitation but does require some casework. The intake specialist only completes CRSRs for Child Protective Investigations (CPI) and Adult Protective Services (APS).
Information and Referral (I&R) Report
An I&R is a report that does not meet the definition of either an intake or a CRSR. It includes:
- Supplemental reports sent to the local office.
- Reports sent to another program or agency.
- Reports documented and closed at SWI.
See 3000 Information and Referral (I&R) Reports.
2520 Programs
SWI Policy and Procedures February 2026
Intake specialists assess reports for all DFPS programs indicated below:
- Adult Protective Services (APS).
- Child Protective Investigations (CPI).
- Child Protective Services (CPS).
- Child Care Investigations (CCI), which includes:
- Day Care Investigations (DCI).
- Residential Child Care Investigations (RCCI).
Intake specialists also assess reports for some programs under the Health and Human Services Commission (HHSC). These include reports of:
- Standards compliance issues in facilities regulated by Child Care Regulation (CCR), which includes:
- Day Care Regulation (DCR).
- Residential Child Care Regulation (RCCR).
- Abuse, neglect, or exploitation for Provider Investigations (PI).
- Client rights or facility administrative issues in a facility setting or a community provider under the jurisdiction of PI.
2530 Allegations
SWI Policy and Procedures February 2026
An allegation is an assertion that an alleged victim (VC) is in a state of, or there is a genuine threat of, harm due to abuse, neglect, or exploitation. Each program has its own set of allegations of abuse, neglect, or exploitation.
See:
2540 Determination Factors
SWI Policy and Procedures June 2024
Determination factors are descriptive phrases that support the assessment of an intake. The intake specialist chooses the factors that are most appropriate to the situation for the intake.
See the following resources on the DFPS intranet:
IMPACT Determination Factors - APS and PI
IMPACT Determination Factors - CPI, RCCI, and DCI
2550 Determination Descriptors
SWI Policy and Procedures February 2026
Determination descriptors are phrases that reflect information frequently associated with a particular allegation. The intake specialist selects the descriptors that are most appropriate to the situation only for Child Protective Investigations (CPI), Residential Child Care Investigations (RCCI), and Day Care Investigations (DCI) intakes.
See IMPACT Determination Descriptors - CPI, RCCI, and DCI on the DFPS intranet.
2560 Priorities
SWI Policy and Procedures February 2026
Intake specialists classify intakes as Priority 1 (P1), Priority 2 (P2), Priority 3 (P3), Priority 4 (P4), and Priority None (PN), based on the immediacy of the threat and severity of possible harm to the alleged victim (VC). Not all programs use all of these priorities. Each program has its own definition of what situations constitute a particular priority, and each priority has its own time frame for a response by field staff.
See:
2570 Consulting or Staffing
SWI Policy and Procedures February 2026
A consultation, known internally as a staffing, is a discussion between an intake specialist and an intake supervisor, acting supervisor, or worker V. An intake specialist consults to get help completing reports.
The intake specialist initiates the consultation by calling the staffing queue. Intake supervisors, acting supervisors, and worker Vs monitor this queue.
Sometimes, an intake supervisor, acting supervisor, or worker V may not be available when a consultation is necessary. The intake specialist then consults with the on-call supervisor. If that person is not available, the intake specialist consults with the on-call program administrator (PA).
Situations That Require a Consultation
An intake specialist is required to consult with an intake supervisor or worker V in the following situations:
- The report may be sensitive. See 2830 Sensitive Reports.
- The case history is sensitive.
An intake specialist is required to consult with an intake supervisor, acting supervisor, or worker V in any report involving a child death.
Exception: Intake specialists who are also acting supervisors are not required to staff in reports involving a child death.
Documenting a Consultation
The intake specialist documents a consultation in the narrative below his or her name and title, including the name and title of the person with whom he or she consults. For example, “Staffed with John Smith, Supervisor.”
If the intake specialist consults with more than one person, he or she only documents the name and title of the person whose instructions the intake specialist follows.
If the intake specialist consults with a person about only a specific aspect of a report, the intake specialist specifies the aspect discussed.
For example, “Staffed with John Smith, Supervisor, for sensitivity only.”
2600 Processing
SWI Policy and Procedures February 2026
To process a report, an intake specialist completes specific portions or performs specific tasks for the report, as follows:
- Disaster relief codes for tracking certain reports.
- Case Name and In Regards To.
- County.
- Resource section.
- Worker safety issues.
- Special handling.
- Law enforcement notification (LEN).
- Call-outs.
- Routing or assignment.
2610 Disaster Relief Codes
SWI Policy and Procedures February 2026
The intake specialist uses disaster relief codes to track specific events. Some codes are ongoing, and others are introduced, then later removed, as the event occurs and resolves (such as hurricanes).
The ongoing codes are:
- Bank: This code tracks the number of reports SWI receives from financial institutions about concerns that include or are limited to exploitation and that the intake specialist assesses as an information and referral (I&R) report. SWI does not use this code for intakes or case-related special requests (CRSRs). See 5620 Reports from the Fraud Units of Financial Institutions.
- Child Safety Check Alert List (CSCAL): This code tracks the number of reports SWI receives from law enforcement about a person listed on the CSCAL. See 4612 The Child Safety Check Alert List (CSCAL) Program.
- Unaccompanied Child Crossing Border (Unaccomp Child Xing Border): This code tracks the number of reports SWI receives in which a reporter mentions an unaccompanied alien child (UAC). See 4750 Investigational Jurisdiction of Abuse, Neglect, or Exploitation of Unaccompanied Alien Children (UAC).
- 9-1-1: This code tracks the number of times that SWI either recommends that a reporter contact 911 or contacts law enforcement on behalf of a reporter to respond to a situation requiring immediate attention. The intake specialist uses this code even when dialing another number (instead of 911) to contact law enforcement. The intake specialist does not use this code when calling an officer at the scene at the request of the dispatcher. See 2125 Suicidal Reporters (Callers) and 2145 Law Enforcement Welfare Check.
If more than one disaster relief code applies to the report, the intake specialist uses the code that is most relevant to the current situation.
2620 Case Name and In Regards To
SWI Policy and Procedures March 2023
The intake specialist selects a case name for all intakes and case-related special requests (CRSRs). Each program has different guidelines for selecting the appropriate case name.
See:
The Case Name and In Regards To fields should match for intakes and CRSRs.
Information and referral (I&R) reports do not use case names. Instead, the intake specialist documents an In Regards To. Each I&R type has different guidelines for documenting the In Regards To.
See 3330 In Regards To.
2630 County
SWI Policy and Procedures February 2026
The intake specialist selects a county on each report he or she sends to route it to the correct location. IMPACT automatically populates a county based on the case name, though the intake specialist manually changes it when needed.
Determining the correct county to send a report to depends on the program and the situation. The intake specialist manually selects a county for some information and referral (I&R) reports.
See:
2640 Resource Section
SWI Policy and Procedures February 2026
Intakes
The intake specialist enters details about a facility, foster home, or operation in the Resource section. Only intakes for Day Care Investigations (DCI), Residential Child Care Investigations (RCCI), and Health and Human Services Commission (HHSC) Provider Investigations (PI) use the Resource section in IMPACT.
Sometimes intake specialists cannot find the operation in IMPACT resources. This usually occurs with unregulated day cares or providers due to the following:
- There is limited information about the operation.
- The name of the operation is unknown.
- The operation is not in the resource directory.
The intake specialist manually enters any known operation information into the Resource section. At minimum, the intake specialist enters the name of the resource and selects a county. If the name of the operation is unknown, the intake specialist enters “Unknown” in the Resource Name field.
Information and Referral (I&R) Reports
The intake specialist does not complete the Resource section when processing an I&R regarding a facility, including the following I&R types:
- DCL Standards Compliance.
- RCL Standards Compliance.
- Referred to HHSC.
- AFC Client Rights/Fac Admn Issues.
Instead, the intake specialist documents the facility’s information in the narrative, because the Resource section is not visible to field staff.
See:
2650 Worker Safety Issues
SWI Policy and Procedures February 2026
An interview includes assessing the safety and well-being of alleged victims (VCs), as well as the safety of field staff. The intake specialist explores any potential worker safety issues during a call with a reporter if such issues arise. This does not mean the intake specialist asks about worker safety on every call. He or she asks follow-up questions when there is an indication of potential worker safety issues.
The intake specialist considers all factors and uses professional judgment to determine whether there is a worker safety issue. A principal (PRN) or a collateral (COL) can pose a threat to worker safety.
Documenting Worker Safety Issues
When a phone call, e-report, mail, or fax report reveals potential safety threats to field staff, the intake specialist documents the concerns in the Worker Safety Issues Comments box and the narrative.
In the Worker Safety Issues Comments box, the intake specialist documents the appropriate label from the list below, followed by a brief description of the safety threat that clearly defines the concern to field staff. The intake specialist documents specific incidents that affect worker safety within the description of the safety threat, including the date the incident occurred, when applicable.
Worker Safety Labels and Examples
- Gang-related hazard: A person’s affiliation or association with a gang, including the gang’s name.
- Weapons-related hazard: Guns, knives, or other deadly weapons used or stored in a way that threatens worker safety. For example, a person threatens family or visitors with weapons that are accessible, or a person is known to answer the door with a loaded weapon.
- Drug-related hazard: Manufacturing, selling, use, or presence of methamphetamines, fentanyl, cocaine, syringes or needles, or other illegal substances or drug paraphernalia.
- Aggressive behavior: Current or past verbal threats, assault, or other physical intimidation. For example, a person has a history of threatening, trapping, locking, or blocking field staff.
- Dangerous animals: Aggressive dogs or other animals who are likely to bite or are not contained or leashed.
- No trespassing indicators: Property fence posts or tree lines that are painted purple or “no trespassing” signs. Document the location of no trespassing indicators.
- Hazardous living conditions: An accumulation of belongings that inhibits safe movement, severe infestation of bugs or rodents, potential airborne illness, dangerous structural issues, or raw sewage.
- Infectious disease: Any potential life-threatening or highly contagious disease and any reported precautions a worker needs to take.
2660 Special Handling
SWI Policy and Procedures February 2026
Some situations require field staff to handle a report outside of standard procedures. The intake specialist identifies these circumstances with one of the following special handling reasons:
- Active Military
- Law Enforcement
- Native American Reservation (Native Amer/Reserva)
- Office of Attorney General – Address Confidentiality Program (OAG-ACP)
- Retired Military
- Suspected Manufacturing of Methamphetamines
- Sensitive Case
2661 Active Military
SWI Policy and Procedures February 2026
The intake specialist uses the Active Military special handling reason when a principal (PRN) is active military or resides on a military installation.
The intake specialist requests and documents the name of the PRN service member, branch of the military, and duty location in the Special Handling Comments box.
2662 Law Enforcement
SWI Policy and Procedures February 2026
The intake specialist uses the Law Enforcement special handling reason when a principal (PRN) works for the law enforcement agency with criminal jurisdiction to investigate any crime related to the report.
The intake specialist documents the PRN’s name and employer in the Special Handling Comments box.
Child Protective Investigations (CPI) and Child Care Investigations (CCI) Intakes Involving a Principal (PRN) Employed by Law Enforcement
If a PRN in a CPI or CCI intake works for the law enforcement agency with criminal jurisdiction to investigate, the intake specialist does not complete a law enforcement notification (LEN). Instead, the intake specialist selects the To be done locally option for the LEN. Field staff is responsible for sending the notification.
Information and Referral (I&R) Report Involving Someone Employed by Law Enforcement
If a law enforcement official is in a report that is not sent to any DFPS program, Health and Human Services Commission (HHSC) Child Care Regulation (CCR), or HHSC Provider Investigations (PI), and the appropriate agency to notify is the official’s employer, the intake specialist does as follows:
- Completes an I&R Matter Referred On.
- Selects Law Enforcement as the special handling reason.
- Consults (staffs) with an intake supervisor, acting supervisor, or worker V.
- Submits the I&R report. The staffing supervisor reviews the report and calls the law enforcement agency to request processing instructions.
2663 Native American Reservation (Native Amer/Reserva)
SWI Policy and Procedures February 2026
The intake specialist uses the Native Amer/Reserva special handling reason when any principal (PRN) resides in a Native American nation or the abuse or neglect occurred in a Native American nation.
The intake specialist documents the name of the person who is of Native American descent and the name of the nation in the Special Handling Comments box.
2664 Office of Attorney General Address Confidentiality Program (OAG-ACP)
SWI Policy and Procedures February 2026
SWI uses the OAG-ACP special handling reason when a person involved in the report is a participant in the Texas ACP. The OAG administers the ACP for a victim of family violence, sexual assault or abuse, stalking, child abduction, or trafficking of persons.
If a reporter states that a person involved in the report is an ACP participant, the intake specialist designates the report as sensitive.
The intake specialist asks for the participant’s ACP number. The intake specialist follows the procedures for completing a report involving an ACP participant even if this number is unknown.
Documenting Address Confidentiality Program (ACP) Information
The intake specialist makes sure that the ACP participant’s physical address remains confidential. The intake specialist does as follows:
- Documents the ACP post office box as the primary Residence-Mail address for each ACP participant, regardless of where the participant lives in Texas. To document this in the address fields in IMPACT, the intake specialist:
- Enters “P.O. Box 12108 MC068” in the Address Line 1 field.
- Enters “Austin” as the city and “78711-2108” as the ZIP code.
- Selects the Validate button.
- Selects the Entered Address radio button.
- Selects Use Selected Address.
- Selects OAG-ACP as the special handling reason.
- Uses the Special Handling Comments box to document the name of the ACP participant, current physical addresses for the residence, school, or workplace of the participant or family, and any other locating information for the participant or family. The Special Handling Comments box is the only part of the report where the intake specialist documents the participant’s or family’s actual locating information.
- Designates the report as sensitive.
- Documents “OAG-ACP” and the name of the ACP participant or participants in the Sensitive Case Comments box.
- Consults (staffs) with an intake supervisor or worker V.
- Submits the report to the Supervisor Approval workload.
Handling Person Search Matches for Address Confidentiality Program (ACP) Participants
The intake specialist does not relate person search matches to ACP participants. Instead, the intake specialist documents the person identification (PID) number of the match in the participant’s person notes. He or she documents any relevant history in the narrative, according to standard procedures.
2665 Retired Military
SWI Policy and Procedures February 2026
The intake specialist uses the Retired Military special handling reason when any principal (PRN) is retired from the military. This does not apply to a person who formerly served in the military but did not retire from the military. The intake specialist documents only the term “retired military” in the Special Handling Comments box.
2666 Suspected Manufacturing of Methamphetamines
SWI Policy and Procedures February 2026
The intake specialist uses the Suspected Manufacturing of Methamphetamines special handling reason when any household member is suspected of manufacturing methamphetamines in the home or surrounding area.
The intake specialist documents details about the concerns, such as the location of the manufacturing, in the Special Handling Comments box.
2667 Sensitive Report
SWI Policy and Procedures February 2026
Some reports need to be marked as sensitive to restrict access to limited staff. The intake specialist uses the Sensitive Case checkbox in the Special Handling section to designate a report as sensitive.
Checking the Sensitive Case box activates the Sensitive Case Comments box, which has text prompts. The intake specialist documents the requested information next to each text prompt, as well as any other information related to the report’s sensitivity including at least one relevant sensitive case number, if found. Text prompts include:
- Employee name.
- Employee person identification (PID) number.
- Employee relationship to the alleged victim.
If the prompts do not apply, the intake specialist deletes them and documents the relevant details.
2670 Law Enforcement Notification (LEN)
SWI Policy and Procedures February 2026
SWI is responsible for notifying local law enforcement for all Child Protective Investigations (CPI), Day Care Investigations (DCI), and Residential Child Care Investigation (RCCI) intakes.
SWI also notifies law enforcement about situations that involve criminal activity that threatens the health or safety of a child or adult when it is not under DFPS, Health and Human Services Commission (HHSC) Child Care Regulation (CCR), or HHSC Provider Investigations (PI) jurisdiction. The intake specialist completes an I&R Non-FPS Criminal Matter Referred to Law, if the incident occurred in Texas, or an I&R Matter Referred On for incidents under the criminal jurisdiction of out-of-state law enforcement.
Exception: SWI does not complete the LEN for CPI, DCI, and RCCI intakes designated as sensitive, or when any of the principals (PRNs) work for the law enforcement agency with criminal jurisdiction to investigate.
SWI is not required to notify law enforcement of any subsequent contact regarding an existing case when that information does not meet the legal definition of abuse or neglect.
CPI, DCI, and RCCI are responsible for notifying law enforcement, when necessary, after the initial LEN by SWI.
Adult Protective Services (APS), CCR, and PI are responsible for notifying local law enforcement, when necessary.
See:
2834 Law Enforcement Notification (LEN) for a Sensitive Report
3171 Non-FPS Criminal Matter Referred to Law
2671 When the Location of the Abuse or Neglect Incident Is Known
SWI Policy and Procedures February 2026
The intake specialist asks the reporter where the abuse or neglect occurred and documents that information in the narrative. The law enforcement agency with criminal jurisdiction over the location where the abuse or neglect occurred completes the criminal investigation for that report regardless of where the alleged victim (VC) lives.
Depending on the type of report, IMPACT can calculate the law enforcement jurisdiction if the reporter provides the address for an incident in Texas.
For all intakes, the law enforcement jurisdiction defaults to the address for the person or resource selected as the case name. If the abuse or neglect occurred elsewhere, the intake specialist must manually add the law enforcement agency with criminal jurisdiction over the location where the abuse or neglect occurred and, if needed, remove the default agency.
If the incident occurred on a military installation, the military police department has criminal jurisdiction. The IMPACT law enforcement database contains military police departments in Texas.
If IMPACT is unable to calculate the local law enforcement jurisdiction, the intake specialist uses the law enforcement mapping tool to determine jurisdiction and manually adds the correct law enforcement agency.
2672 When the Location of the Abuse or Neglect Incident Is Not Specific
SWI Policy and Procedures March 2023
The reporter may know only the general area where the abuse or neglect occurs. For example, the reporter may know the abuse or neglect occurs in Travis County, but not the exact address. The intake specialist then clarifies the law enforcement jurisdiction with the reporter. The intake specialist may ask the reporter the following questions:
- Does the abuse or neglect occur inside the city limits or outside the city limits?
- Which law enforcement agency responds to the area where the abuse or neglect occurs: police, sheriff, or constable?
After clarifying the law enforcement jurisdiction, the intake specialist manually searches for and selects the correct law enforcement agency.
2673 When the Location of the Abuse or Neglect Incident Is Unknown
SWI Policy and Procedures March 2023
If the reporter does not know where an incident occurred, the law enforcement agency that responds to the area where the child or person of concern resides is considered the agency with criminal jurisdiction. If the address is a post office box or rural route, and the reporter does not know whether the residence is inside city limits, the county sheriff’s office is considered the agency with criminal jurisdiction.
2674 Multiple Criminal Jurisdictions
SWI Policy and Procedures February 2026
If multiple incidents of abuse or neglect occurred in more than one law enforcement agency’s criminal jurisdiction, the intake specialist adds as many agencies as necessary. IMPACT sends the law enforcement notification (LEN) to each of those agencies if the agencies are in Texas.
2675 When the Location of the Abuse or Neglect Incident Is Out-of-State
SWI Policy and Procedures February 2026
When abuse or neglect occurred out-of-state and is part of a Child Protective Investigations (CPI), Day Care Investigations (DCI), or Residential Child Care Investigations (RCCI) intake, the intake specialist manually adds the out-of-state law enforcement agency with criminal jurisdiction. Out-of-state law enforcement agencies are not listed in IMPACT.
See the SWI IMPACT User Guide on the Technical Support resource on the DFPS intranet for instructions.
When incidents occur both out-of-state and in Texas, the intake specialist selects the Texas law enforcement jurisdiction and manually adds the out-of-state law enforcement agency.
If an out-of-state law enforcement notification (LEN) is needed and is not part of a CPI, DCI, or RCCI intake, see 3173 Matter Referred On.
2676 When the Abuse or Neglect Incident Involves Human Trafficking
SWI Policy and Procedures February 2026
For a Child Protective Investigations (CPI), Day Care Investigations (DCI), or Residential Child Care Investigations (RCCI) intake that involves any human trafficking, the intake specialist chooses both the local law enforcement agency with criminal jurisdiction (in Texas or out-of-state) and the Texas Department of Public Safety (DPS) – Joint Crime Information Center (JCIC) for notification.
For an I&R Non-FPS Criminal Matter Referred to Law, the intake specialist chooses both the local law enforcement agency in Texas with criminal jurisdiction and the Texas DPS – Joint Crime Information Center (JCIC) for notification.
If human trafficking occurs out-of-state, and it is not part of an intake, the intake specialist completes an I&R Matter Referred On and adds the out-of-state law enforcement agency and the Texas DPS – Joint Crime Information Center (JCIC) for notification.
2680 Call-Outs and Routing
SWI Policy and Procedures June 2024
The following subsections provide general information about on-call schedules, call-outs, and routing.
2681 On-Call Schedules
SWI Policy and Procedures June 2024
An on-call schedule is a list of field staff the intake specialist uses to assign and call out reports. It includes names, titles, phone numbers, and the order in which the intake specialist contacts field staff.
2682 Problem with an On-Call Schedule
SWI Policy and Procedures February 2026
Support staff reviews the on-call schedule weekly for each program, region, and county to ensure that the information is available.
If an intake specialist has a problem with an incorrect or missing on-call schedule, he or she contacts the Floor Support channel in Teams for resolution. The intake specialist does not document the problem in the narrative.
2683 Changing an On-Call Schedule
SWI Policy and Procedures February 2026
Field staff is responsible for the following:
- Maintaining on-call schedules.
- Ensuring contact numbers are current.
- Ensuring schedules show correct on-call staff.
- Ensuring all hours are covered.
When SWI Can Make Changes to the On-Call Schedule
SWI makes changes to the on-call schedule for only 24 hours. SWI changes the on-call schedule only under the following circumstances:
- It is an emergency, and field staff cannot complete an update.
- A field employee calls in a requested change away from the office, and it is not during normal business hours or days for field staff.
If a field employee requests a change to an on-call schedule, the intake specialist transfers him or her to support staff. In the absence of support staff, the intake specialist contacts the Floor Support channel in Teams for assistance from an intake supervisor or worker V.
2684 Call-Outs
SWI Policy and Procedures February 2026
A call-out happens when an SWI employee calls a field employee to relay the details of a report before routing the report to the local office through IMPACT. Call-outs are made at any time, for both routine and emergency situations.
SWI uses a recorded call system to complete call-outs to preserve the legal record of contact with field staff, as required by state law. State-issued cell phones should not be used to communicate with field staff.
Exception: State-issued cell phones may be used to make call-outs to field staff only when the recorded call system is down, and immediate contact is necessary.
Who Receives the Call-Out
The field employee whom SWI calls depends on when the call-out occurs, as follows:
- During business hours on both regular workdays and skeleton crew holidays, SWI calls the routing coordinator (RC) identified in the IMPACT on-call schedule. Local offices are required to have office coverage.
- After hours (on any day), on weekends, and on holidays when local offices are closed, SWI calls the on-call worker listed in IMPACT, in order of preference established by the Contact Order (CO) field in the on-call schedule.
Some Child Protective Investigations (CPI) offices have extended business hours. Extended business hours are regular business hours for that office. This information is available in the CPI section of the Assignment Charts on the DFPS intranet. For CPI offices with extended business hours, call-outs are made to the RC (not the on-call worker) during the extended hours.
Who Makes the Call-Out
Under most circumstances, support staff completes call-outs.
The intake specialist completes a call-out in the following situations:
- For all Provider Investigations (PI) Facility intakes. The intake specialist makes the call-out within 40 minutes of beginning the phone call, e-report, or mail or fax report.
- For emergencies or situations that cannot wait for the intake specialist to complete the report in IMPACT and send it to support staff for call-out. This applies to reports for any program.
- When law enforcement requests immediate assistance or reports a person who is on the Child Safety Check Alert List (CSCAL).
- When directed to do so by an intake supervisor, acting supervisor, or worker V.
- When support staff is not available and a call-out is required.
Instructions from Field Staff at the Time of Call-Out
Assignment of the Report
If the on-call field employee gives SWI specific instructions about assignment of the report, such as assigning it to another field employee, the intake specialist or support staff assigns the report as instructed and documents the request.
Change to the Report
If the on-call field employee requests a change to the report, such as a change in priority, the intake specialist reviews the report and determines whether the requested change is necessary.
The intake specialist makes the change before assigning the report, if the requested change is necessary.
The intake specialist or support staff consults (staffs) with an intake supervisor, worker V, or program administrator (PA) if any of the following apply:
- The requested change is questionable.
- The requested change is clearly against policy.
- The situation requires consultation with an intake supervisor or worker V. The following are examples of situations that require consultation:
- The intake specialist becomes aware that the report is or may be sensitive.
- Support staff is making the call-out. Support staff cannot make changes to a report.
See 2686 Documenting the Call-Out.
2685 Contacting On-Call Workers
SWI Policy and Procedures February 2026
When calling out an intake, information and referral (I&R) report, or case-related special request (CRSR), the SWI employee follows procedures below using the recorded call system.
Determine Which On-Call Worker to Contact
The SWI employee uses the on-call schedule to determine whom to contact. The Contact Order (CO) field lists the on-call worker to call first, second, third, and so on.
Call the Person Listed as #1 in Preference
The SWI employee calls the on-call phone number for the on-call worker listed as #1 (first in preference) and follows the procedures below until an on-call worker answers:
- If the #1 on-call worker does not answer, the SWI employee leaves a voicemail that includes the following:
- SWI employee’s name.
- Date and time of the call.
- A request for the on-call worker to return the call on the designated administrative line with the SWI employee’s extension.
- The SWI employee immediately calls the on-call worker’s home number, if listed. If there is no answer, he or she leaves another voicemail containing the information listed above.
- If the on-call worker has another number listed, the SWI employee immediately calls that number. If there is no answer, he or she leaves another voicemail containing the information listed above.
- The SWI employee waits five minutes for the on-call worker to call back. If the on-call worker does not call back, the SWI employee calls all the listed numbers again.
- The SWI employee spends no more than a total of 10 minutes attempting to contact the #1 on-call worker before moving on to the #2 on-call worker (see next subheading).
Urgent situations may require a shorter wait time before making a second call to the first listed number for the #1 on-call worker or moving on to the #2 on-call worker.
Call the People Listed as Next in Order of Preference
If the SWI employee is unsuccessful in reaching the #1 on-call worker, he or she calls the on-call worker listed as #2 in preference, following the process above.
If the #2 on-call worker does not respond, the SWI employee repeats the process by calling the next on-call worker listed in the on-call schedule, in the numerical order indicated.
Exception: The SWI employee never makes a call-out to a routing coordinator (RC) outside business hours. The RC is listed in the on-call schedule outside business hours for routing purposes only.
Consult (Staff) with an Intake Supervisor or Worker V
When the intake specialist or support staff has called all the listed on-call workers and none have responded, the intake specialist or support staff contacts the Floor Support channel in Teams to request assistance from an intake supervisor or worker V.
The responding intake supervisor or worker V and the intake specialist or support staff requesting assistance complete a consultation on a recorded line, outside the staffing queue. The intake supervisor or worker V may decide to contact another field supervisor or a higher-level field manager. The intake specialist or support staff documents the instructions given during the consultation in the narrative for tracking purposes. The intake specialist or support staff also completes the On-Call Concern template on the Templates and Forms resource on the DFPS intranet.
See the Auxiliary Phone Codes for Intake Specialists, 54: On-Call Concern on the DFPS intranet.
2686 Documenting the Call-Out
SWI Policy and Procedures February 2026
The intake specialist documents the call-out in the narrative below the signature block as follows:
- First and last name of the on-call employee contacted.
- Date and time of contact.
For example: “Called out to John Smith on 6/1/2023 at 2:43 pm.”
The intake specialist does not document the specific phone numbers called.
Multiple Call-Out Attempts
If the intake specialist attempted to reach multiple field employees to complete the call-out, he or she documents only the successful call-out. No additional information and referral (I&R) reports are completed to document the unsuccessful call-outs.
Alternate Assignment Requests
If an on-call worker requests that SWI assign the report to someone else, SWI does as follows:
- If support staff made the call-out, support staff:
- Assigns the report as the on-call worker requested.
- Documents the change in assignment as an I&R Other Business Call.
- Documents the assignment in the Contact Log if the report is an intake.
- If the intake specialist made the call-out, the intake specialist:
- Assigns the report as the on-call worker requested.
- Documents the change in assignment in the narrative below the signature block.
For example: “Called out to John Smith on 6/1/2023 at 2:43 pm. Assigned to Betty Jackson per John Smith.”
Changes to the Report
When the on-call worker requests a change to the report at the time of the call-out, and SWI determines the change is both necessary and appropriate, the SWI employee does as follows:
- If the call-out was made by the intake specialist completing the original report, he or she documents the change in the narrative.
- If the call-out was made by an intake specialist or intake supervisor who did not complete the original report or by support staff, the following procedures apply:
- The intake supervisor re-opens the report to make the requested changes to the narrative. See the Re-opening Reports section of the SWI IMPACT User Guide on the DFPS intranet.
- The intake specialist who completed the change documents his or her name, title, and the change on the narrative page, below the original signature block. See the example below this list.
- The intake specialist who completed the change emails the intake supervisor and program administrator (PA) of the original intake specialist.
For example:
“Maggie Smith, Intake Specialist IV
Joseph Brown, SWI Supervisor II – Downgraded priority from P1 to P2.”
2687 Routing
SWI Policy and Procedures February 2026
Routing is the process of moving a report between workloads, either within SWI or from SWI to a local office.
After the intake specialist completes a report, he or she routes it via IMPACT either automatically or manually. The intake specialist can route a report in one of two ways:
- Assign: This removes the report from the intake specialist’s workload and sends it to a designated workload.
- Submit: This removes the report from the intake specialist’s workload and sends it to a designated SWI workload for supervisor review.
Selecting Close removes the report from the intake specialist’s workload but does not send it to another workload. Reports are closed when they do not need to be sent outside SWI.
Support staff completes the routing when either of the following occurs:
- The report was assigned to a designated SWI workload that support staff manages.
- An error occurs in IMPACT during the automatic assignment process.
Time of Transmission
The time of transmission is the date and time the intake specialist completes the report and selects Assign, Submit, or Close.
Automatic Routing
IMPACT automatically routes reports to the appropriate workload according to business rules related to the report type, priority, and time of transmission through the Auto Assign function. The Auto Assign function does not activate when business rules are not supported.
If the Auto Assign function is active and appropriate for the report, the intake specialist clicks Assign or Submit to automatically route the report.
Manual Routing
When automatic routing is not appropriate, the intake specialist manually routes the report according to the report type, program, priority, and time of transmission using the Assignment Charts on the DFPS intranet.
2700 Special Topics, Part 1
2710 Subsequent Contact from Reporters
SWI Policy and Procedures June 2024
Sometimes, reporters make subsequent contact with SWI about a prior report. The following subsections explain how the intake specialist handles such contact from:
- The original reporter of a report.
- A different reporter who is not the person who made the original report.
- A professional reporter who discloses knowledge of an existing case that was previously reported by a different professional reporter.
- A law enforcement reporter in certain situations.
2711 Subsequent Contact from the Original Reporter
SWI Policy and Procedures February 2026
The original reporter may contact SWI again to add more information to a report.
The intake specialist verifies that the current reporter is the original reporter, even if the current reporter has the report ID. The intake specialist requests the following information:
- First and last name.
- Address or phone number.
If this information matches the original report, the current reporter is verified as the original reporter.
If this information does not match the original report, the intake specialist assumes that the current reporter is not the original reporter. See 2712 Subsequent Contact from a Different Reporter.
Original Reporter Provides the Same Information or New Information That Is Not an Intake
The intake specialist completes an information and referral (I&R) report if either of the following applies:
- The original reporter provides the same information he or she previously reported. The reporter might restate all the original information or only a portion of it, but there is no new information.
- The original reporter provides new information, but it does not meet the legal definition of abuse, neglect, or exploitation.
The intake specialist completes the I&R as follows:
- If the case is still open, the intake specialist completes an I&R to Existing Case. See 3120 I&R to Existing Case.
- If the case is closed, the intake specialist completes the appropriate I&R type.
Original Reporter Recently Submitted an E-Report
If the original reporter calls to follow up on an e-report, and the e-report has not yet been processed, the intake specialist does as follows:
- Places the reporter on hold. The intake specialist may choose to let the reporter know that the hold might be long.
- Pulls the e-report.
- Reviews the narrative.
- Confirms that the person list contains the same people originally reported, including demographic and locating information.
If the reporter provides relevant information during the phone call that was not originally in the narrative of the e-report, the intake specialist adds the new information at the top of the narrative above the statement that says, “The information in this internet report narrative has not been edited by Statewide Intake personnel.”
The intake specialist signs out to the E-Report activity code while completing the e-report.
The intake specialist processes the report that was generated by the phone call as an I&R Other Business Call. The intake specialist signs out to the Call Work activity code while processing this I&R.
Original Reporter Provides a New Incident of Abuse, Neglect, or Exploitation
The intake specialist completes a new intake when the original reporter provides information about a new incident that meets the legal definition of abuse, neglect, or exploitation. This applies as follows:
- Whether the original case is open or closed.
- Whether the original allegation type is the same as or different from the new allegation type.
The intake specialist confirms with the reporter that the person list contains the same people originally reported and adds any additional people, including all necessary demographic and locating information, if applicable.
The table below provides examples of situations in which a report from the same reporter results in a new intake.
| Example |
Assessment (Reason for New Intake) |
|---|---|
A neighbor made a report last week about a mother leaving injuries on a 3-year-old after she spanked the child with a stick. There is an open case for physical abuse (PHAB). A new call comes in from the same neighbor alleging the 3-year-old told her today that his mother bit him last night. He has bruising and multiple puncture wounds on his arm. |
Although there is already an open PHAB case, a new incident that meets the legal definition of PHAB has occurred. The intake specialist processes a new intake for PHAB. |
An 82-year-old client contacted SWI last month to ask for help because she could not afford her medication. There is an open Adult Protective Services (APS) case for physical neglect (PHNG). The same client calls again because she just got a termination notice from her utility company. The client cannot afford to pay the bill. She is worried that she will not be able to run her oxygen machine without electricity. |
Although an open case exists with the same allegation type made by the same reporter, the new incident meets legal definition of PHNG and is assessed separately from the open case. The intake specialist processes a new intake for PHNG. |
2712 Subsequent Contact from a Different Reporter
SWI Policy and Procedures February 2026
A reporter who is different from the original reporter may make subsequent contact with SWI.
In most cases, subsequent contact from a different reporter than the original reporter results in a new intake if the information provided meets the legal definition of abuse, neglect, or exploitation, regardless of existing cases alleging the same concerns.
When a new reporter provides information that does not meet the legal definition of abuse, neglect, or exploitation, the intake specialist does as follows:
- When there is an open case, completes an I&R to Existing Case.
- When there is no open case, completes the most appropriate I&R type.
Exception: If the subsequent contact is from a new professional reporter, see 2713 Subsequent Contact from a New Professional Reporter.
2713 Subsequent Contact from a New Professional Reporter
SWI Policy and Procedures February 2026
Multiple agencies may provide services to the same client or family. As a result, a new professional reporter may disclose knowledge of an existing case reported by a different professional. For example, EMS calls SWI about a 70-year-old who fell. The EMS worker informs the hospital that he or she reported the concerns to SWI. Later, a hospital nurse calls SWI to report X-ray results related to the report EMS made.
When a new professional reporter discloses knowledge of an existing case in this manner, the intake specialist asks the new reporter whether his or her intention is to make a new report of abuse, neglect, or exploitation or to add information to an existing case.
The intake specialist requests enough information to search for the existing case while the new professional reporter is still on the phone. The intake specialist may obtain the previous report ID and use it to find the existing case. The intake specialist requests demographic information about people involved to confirm with the reporter that the person list contains the same people originally reported.
The intake specialist assesses the information provided by the new professional reporter according to standard procedures, regardless of the reporter’s intent, when the new professional reporter mentions a new incident or allegation of abuse, neglect, or exploitation.
If the report is an e-report, mail, or fax and the intake specialist cannot determine the reporter’s intent or it is not explicitly stated, then the intake specialist assesses the report as a new reporter and completes a new report according to standard procedures.
The following table explains how the intake specialist assesses information from the new professional reporter.
| If: |
Then the intake specialist: |
|---|---|
The new professional reporter wants to add information to an existing case and has no new incidents or allegations of abuse, neglect, or exploitation. |
Completes an I&R to Existing Case. |
The new professional reporter wants to add information to an existing case but mentions the abuse, neglect, or exploitation from the original report. Example: A teacher states her principal filed a report earlier today regarding a 5-year-old with a bruise in the shape of a handprint on her face. The principal asked her to call SWI and provide the name of the day care that the child attends after school. The teacher has no other information. |
Completes an I&R to Existing Case. Example Rationale: Despite disclosing knowledge of abuse, the teacher’s intent is to provide information about the child’s day care. She did not wish to file another report. The intake specialist does not complete another intake unless he or she is unable to find the open case. |
The new professional reporter wants to add information to an existing case but mentions a new incident of abuse, neglect, or exploitation or a new allegation. Example: A nurse calls to report that a 3-year-old, who was admitted last night after his father hit him in the head with a pan, was moved from ICU. The nurse does not need to make a report because the hospital social worker reported it last night. The nurse wanted to provide the child’s new location and an update on his condition. The nurse reports that his X-rays show multiple rib fractures in various stages of healing. |
Completes an intake. Example Rationale: Despite the nurse’s intent to only add information to the existing case, this scenario would result in a new intake for physical abuse (PHAB), because the nurse reported a new incident of abuse based on the rib fractures in various stages of healing. |
The new professional reporter wants to report the abuse, neglect, or exploitation that is the same as the original intake. |
Completes an intake. |
The new professional reporter wants to add information to the existing case, but the intake specialist cannot find the existing case. |
Requests all information the reporter knows and assesses according to standard procedures. |
The new professional reporter wants to add information to the existing case, but the local office closed the case and there are no new incidents or allegations of abuse, neglect, or exploitation. |
Completes the most appropriate information and referral (I&R) report type. |
2714 Subsequent Contact from Law Enforcement
SWI Policy and Procedures February 2026
Law enforcement may contact SWI again about an existing report.
Duplicate Correspondence
Law enforcement occasionally reports information to SWI more than once. The most common examples include:
- Law enforcement faxes the same report to SWI twice.
- Law enforcement calls in a report, then later faxes the written report to SWI.
When SWI receives duplicate correspondence from law enforcement, the intake specialist completes an I&R Other Business Call and closes the report.
Call from Another Officer about the Same Incident
If an officer reports an incident that another officer already reported, see 2713 Subsequent Contact from a New Professional Reporter.
Subsequent Contact from Law Enforcement about a Law Enforcement Notification (LEN)
SWI is responsible for notifying the local law enforcement agency of all Child Protective Investigations (CPI) and Child Care Investigations (CCI) intakes in an LEN. These notifications sometimes result in calls from officers who have questions about the intake or who have followed up with the family and have additional information.
Notification Follow-Up That Does Not Include New Abuse, Neglect or Exploitation Information
When law enforcement follows up on an intake that SWI sent through the LEN process, and the follow-up call does not include new information that meets the legal definition of abuse, neglect, or exploitation, the intake specialist completes an I&R to Existing Case. Some examples of these follow-up calls include:
- Asking a question about the intake.
- Requesting a history check.
- Providing the results of a welfare check.
The intake specialist must confirm the officer’s employment before acknowledging that there is an open case or discussing any details.
See 3422 Texas Law Enforcement Requests Case History.
Notification Follow-up That Includes New Abuse, Neglect, or Exploitation Information
The intake specialist sometimes discovers new information in a law enforcement follow-up, such as a new incident of abuse, neglect, or exploitation. He or she assesses the new information separately from the open case and completes the appropriate report type according to standard procedures.
2715 Subsequent Information on a Report in Progress
SWI Policy and Procedures June 2024
A second intake specialist may get new information while the original intake specialist is completing the report. The second intake specialist follows the procedures appropriate for the various situations as described below.
2715.1 Same Reporter Calls while Original Intake Specialist Is Still Completing the Report
SWI Policy and Procedures February 2026
If the same reporter calls to add information to a report in progress, the intake specialist sends a private message in Teams to the original intake specialist to see whether he or she can take the call. If so, the intake specialist transfers the reporter to the original intake specialist, who updates the original report with the new information.
The intake specialist who transfers the call completes an I&R Other Business Call.
If the additional information is from an e-report, mail, or fax, the intake specialist sends a private message in Teams to the original intake specialist to coordinate processing of the reports. If either intake specialist is unsure about how to coordinate, he or she consults (staffs) with an intake supervisor, acting supervisor, or worker V on the staffing queue.
If the original intake specialist is not available, the second intake specialist:
- Requests the new information.
- Coordinates getting the new information to the original intake specialist or processes the report independent of the original intake specialist. If necessary, the second intake specialist consults with an intake supervisor, acting supervisor, or worker V on the staffing queue.
See 2150 Reporter Requests to Speak to a Specific Intake Specialist.
2715.2 Report Assigned to Immediate Call-Out Workload
SWI Policy and Procedures February 2026
If the original intake specialist assigned the report to the Immediate Call-Out workload, the second intake specialist receiving the new information does as follows:
- Completes an I&R to Existing Case. If the original intake specialist completed an intake, then the I&R to Existing Case will be to that case. If the original intake specialist completed an I&R to Existing Case, then the second I&R to Existing Case will be to the already open case.
- If the information is urgent and needs to be part of the call-out, the intake specialist does as follows:
- Assigns the information and referral (I&R) report to the Immediate Call-Out workload.
- Notifies support staff of the new I&R by sending a group message in Teams to support staff.
- If the information is not urgent, the intake specialist processes the I&R according to standard procedures.
2715.3 Sensitive Report Submitted to Supervisor Approval Workload
SWI Policy and Procedures February 2026
Same Reporter
If the same reporter provides new information related to a sensitive report submitted and still open on the Supervisor Approval workload, the intake specialist consults (staffs) with an intake supervisor or worker V on the staffing queue.
The intake specialist informs the staffing supervisor about the new information and provides the report ID so the supervisor can add it to the sensitive report on the Supervisor Approval workload.
The intake specialist completes an I&R Other Business Call as follows:
- Documents the new information and the name of the staffing supervisor in the narrative.
- Designates the report as sensitive.
- Processes the report as instructed.
The staffing supervisor documents the information from the new I&R in the initial report and indicates in the reporter’s person notes that the reporter called again.
Different Reporter
If a different reporter provides information related to a sensitive report submitted and still open on the Supervisor Approval workload, the intake specialist consults with an intake supervisor or worker V on the staffing queue and follows the staffing supervisor’s instructions.
2720 Reporter Requests to Speak to Field Staff
SWI Policy and Procedures February 2026
When a reporter requests to speak with field staff, the intake specialist first determines why the reporter is calling. Sometimes a reporter is trying to reach the caseworker assigned to an open case because of a placement breakdown, because a child has run away, or to check on something related to the open case. The reporter’s intent may also be to report abuse, neglect, or exploitation that requires assessment by the intake specialist.
If the reporter is law enforcement, see 2721 Law Enforcement Requests to Speak to Field Staff.
If the reporter is not law enforcement, the intake specialist does as follows:
- If the reporter has a new report that meets the legal definition of abuse, neglect, or exploitation, the intake specialist completes an intake according to standard procedures.
- If there is an open case and the current reporter shares additional information that does not meet the legal definition of abuse, neglect, or exploitation, the intake specialist completes an I&R to Existing Case. He or she also completes a call-out if needed.
If the reporter asks to speak to field staff and there are no concerns that require the intake specialist to assess the situation, the intake specialist provides the local office’s phone number. The intake specialist does not provide the phone numbers of specific field employees. He or she completes an I&R Other Business Call.
If the reporter wants to speak to field staff to make a complaint, see 2840 Complaints.
2721 Law Enforcement Requests to Speak to Field Staff
SWI Policy and Procedures February 2026
When law enforcement requests to speak with field staff, the intake specialist determines whether the reporter has information that meets the legal definition of abuse, neglect, or exploitation. If so, the intake specialist assesses the information according to standard procedures.
When the situation does not involve abuse, neglect, or exploitation but law enforcement asks to speak to field staff, the intake specialist completes either a case-related special request (CRSR) for Child Protective Investigations (CPI) or an information and referral (I&R) report of the most appropriate type.
Law enforcement includes U.S. Customs and Border Protection (CBP) officers and Immigration and Customs Enforcement (ICE) officers.
When law enforcement requests immediate assistance from field staff, the intake specialist calls either:
- The routing coordinator (RC) when the local office is open.
- The on-call worker when the local office is closed.
See:
3422 Texas Law Enforcement Requests Case History
4821 CRSR – Requests for Local Public Service (C-PB)
2730 Law Enforcement Dispatch Calls with Limited Information
SWI Policy and Procedures February 2026
When a law enforcement officer has a dispatcher call SWI on the officer’s behalf, the dispatcher may have limited information for a report and only provides contact information so that the intake specialist can call the officer on the scene. When the officer at the scene requests assistance, the intake specialist does as follows:
- Requests contact information for the officer on the scene.
- Calls the officer to get more information to determine what assistance the officer needs.
- Completes the report according to standard procedures.
The intake specialist completes an I&R Other Business Call for the contact with the dispatcher.
2740 Limited Locating Information for Child Protective Investigations (CPI) and Adult Protective Services (APS)
SWI Policy and Procedures February 2026
When there is limited locating information for an intake, the intake specialist does as follows:
- If the report has limited locating information about a child, the intake specialist follows the instructions in 4614 Limited Locating Information.
- If the report has limited locating information about an adult, the intake specialist follows the instructions in 5640 Limited Locating Information.
2750 Sole Basis of Knowledge from Media
SWI Policy and Procedures February 2026
When a reporter’s information comes solely from a media source, the intake specialist does as follows:
- Requests the reporter’s basis of knowledge, including any media sources (such as the radio or TV station, internet news URL, or social media site and name of the person or account that posted there).
- Documents the basis of knowledge in the reporter’s person notes.
- Conducts an interview and requests any identifying or locating information.
- Searches for an open case about the same incident.
If an open case about the same incident exists, the intake specialist completes an I&R to Existing Case even if the current reporter is not the original reporter.
If an open case about the same incident does not exist and the information meets the legal definition of abuse, neglect, or exploitation, the intake specialist completes an intake.
This intake and all subsequent information and referral (I&R) reports may require sensitive handling because of media interest.
See:
2832 Consulting (Staffing) on a Sensitive Report
2760 Requests to Transfer Reports
SWI Policy and Procedures February 2026
Transfer Reports Within Texas
The intake specialist does not complete a new intake when a field employee reports that a family or client moved to another location within Texas during an open investigation, and there are no new incidents or allegations of abuse, neglect, or exploitation. The field employee contacts the local office where the family or client now lives.
This policy applies to an open investigation that was either of the following:
- Not completed before the client or family moved.
- Initiated in a county other than the family’s county of residence.
See 2852 Changes That Do Not Require a Reentry. If the family or client moved out of state and there are concerns for abuse, neglect, or exploitation, see 3173 Matter Referred On and 4711.1 CPI Out-of-State Table.
Transfer Reports from Out of State
If an out-of-state social services agency requests a transfer of a report or case on a family or a client who moved to Texas, the intake specialist does as follows:
- Determines whether the situation meets Texas’s legal definition of abuse, neglect, or exploitation.
- Completes the report according to standard procedures.
2770 System Downtime
SWI Policy and Procedures February 2026
When an application necessary to perform intake duties is not available for a span of time, it is known internally as downtime. These applications include the following:
- IMPACT case management system.
- Internet.
- DFPS intranet.
- E-report portal.
- DFPS computer network.
- Automatic Call Distributor (ACD) and phone system.
Downtime can be either of the following:
- Planned in advance with an expected duration.
- Unplanned with little or no warning and an unknown duration.
Downtime requires specific actions to minimize disruption to intake activities. SWI employees are required to pay close attention to email and Teams messages. If IMPACT experiences downtime, see the Downtime resource on the DFPS intranet.
2780 Reports with Technical Issues
2781 Stuck Reports
SWI Policy and Procedures February 2026
Sometimes, an intake, information and referral (I&R) report, or case-related special request (CRSR) may have a technical error that prevents further action. This is known internally as a stuck report.
Common examples include:
- An intake specialist cannot remove a report from his or her workload.
- Field staff cannot progress a report to the next stage.
When an Intake Specialist Has a Stuck Report
An intake specialist consults (staffs) with an intake supervisor or worker V, and follows the instructions of the staffing supervisor.
If the report cannot be fixed, the following procedure applies:
- The intake specialist manually reproduces the stuck report without the New Using function in IMPACT. Reproducing the stuck report with New Using causes the new report to also be stuck.
- The intake supervisor routes the stuck report to the Deletion workload.
- General Computer Services (GCS) deletes the stuck report.
When Field Staff Has a Stuck Report
Field employees should never assign an intake back to SWI. See How to Contact SWI When There Are Issues with Reports on the DFPS intranet.
When a field employee has a stuck intake, he or she does as follows:
- Requests a reentry from SWI. The intake specialist completes this request manually, without the New Using function in IMPACT.
- Submits a ticket to the Submit Your Own Ticket online application on the DFPS intranet to request deletion of the stuck intake.
The Application Support team in the Operations Support Services division deletes the stuck report. SWI can only delete a report on an SWI workload.
2782 E-Report Is Blank
SWI Policy and Procedures February 2026
When an intake specialist pulls an e-report from the queue for processing, and the information in the report appears blank, the intake specialist determines whether the information was auto-submitted. An unsubmitted e-report auto-submits after a certain amount of time. This is indicated by the statement “E-Report was auto-submitted”, which appears immediately below the statement, “The information in this internet report narrative has not been edited by Statewide Intake personnel.”
If the Report Was Auto-Submitted
The intake specialist assesses the available information and processes the report according to standard procedures.
If There Is No Statement about Auto-Submission
The intake specialist contacts General Computer Services (GCS) in Teams. If GCS is unavailable, the intake specialist contacts either the Floor Support channel in Teams or the intake specialist’s own supervisor for assistance. Intake supervisors and GCS have access to the raw data the reporter submitted before it was uploaded into IMPACT.
GCS or the contacted supervisor does as follows:
- If the raw data is available, GCS or the intake supervisor provides the missing information to the intake specialist, and the intake specialist completes the report according to standard procedures.
- If the raw data is not available, the intake specialist completes an I&R Other Business Call and closes the report.
2790 Mail or Fax Is an Exact Match or Duplicate of an Existing Report
SWI Policy and Procedures February 2026
When the mail or fax is an exact match or duplicate of an existing report, the intake specialist completes an I&R Other Business Call. An example of this situation is when a law enforcement agency sends a fax and then calls to tell SWI the same information.
The intake specialist does as follows:
- Uses the date and time auto-filled by IMPACT.
- Documents the reporter’s information.
- Completes the In Regards To field.
- Documents the following in the narrative:
- The information was received by mail or fax.
- An exact match or duplicate was found.
- The report ID of the original report is XXXXXXXX.
- Does not document the details of the reported situation in the narrative of the information and referral (I&R) report.
- Closes the I&R.
2800 Special Topics, Part 2
2810 Multiple Reports from the Same Contact
SWI Policy and Procedures February 2026
One contact (phone call, e-report, mail, or fax) may result in the intake specialist assessing more than one report. The reports may be unrelated or companion reports.
Unrelated reports come from the same reporter but include different people. For example, a hospital social worker makes several reports about unrelated families during the same call. These reports are not duplicated with the New Using function in IMPACT.
Companion reports come from the same reporter and involve the same situation. The intake specialist duplicates a report with the New Using function in IMPACT to create the companion. See 2812 Duplicating a Report (New Using). Examples include:
- A situation results in a Child Protective Investigations (CPI) and Adult Protective Services (APS) intake for the same household.
- A report results in a Residential Child Care Investigations (RCCI) intake and an I&R CVS Caseworker Notification.
- The abuse or neglect involves separate families living in one household, which requires two separate CPI intakes.
- An elderly couple living in unsanitary conditions requires an APS intake for each client (CL).
2811 Requesting Help with Multiple Reports
SWI Policy and Procedures February 2026
When a reporter is making multiple unrelated reports, one intake specialist typically takes them all. However, it is appropriate to ask for help in the following situations:
- A report requires immediate action by the intake specialist, but the reporter still needs to make more reports.
- The complexity or number of reports is more than the intake specialist can handle, but the reporter still needs to make more reports.
- An intake specialist with less than one year of tenure receives a call that results in multiple reports.
If an intake specialist needs help, he or she contacts the Floor Support channel in Teams to consult (staff) with an intake supervisor or worker V. The staffing supervisor decides on the appropriate action. If necessary, the staffing supervisor finds an available intake specialist to take the remaining reports. The staffing supervisor gives the initial intake specialist the name and phone extension of the available intake specialist.
The initial intake specialist transfers the call to the available specialist, not back to the queue. The initial intake specialist waits until the new intake specialist answers the call from him or her, briefs the new intake specialist on the situation, and completes the transfer of the reporter to the new intake specialist.
2812 Duplicating a Report (New Using)
SWI Policy and Procedures February 2026
The New Using function in IMPACT allows intake specialists to duplicate a report without manually reproducing it. The intake specialist selects the sections of the report to duplicate, and IMPACT uses those sections to create a new report and assign a new report ID.
The report completed with the New Using function becomes a related report to the original report. On the Report Information page, IMPACT lists the report IDs of all related reports, including the currently viewed report.
The intake specialist uses New Using to duplicate reports only when one or more of the following apply:
- The reports are companion reports. See 2810 Multiple Reports from the Same Contact.
- The intake specialist is completing a reentry. See 2860 Reentry Requests from Field Staff.
- The intake specialist is completing an Unable to Complete (UTC) or Child Safety Check Alert List (CSCAL) report. See 4610 Locating Families.
- A Family Inquiry Network/Database Research System (FINDRS) search returns locating information.
- A child death case-related special request (CRSR) needs to be an intake.
The intake specialist does not use the New Using function when one or more of the following apply:
- A reporter is reporting multiple, unrelated reports. The intake specialist enters each report separately with the same reporter information.
- For new information obtained after the original report, even when it is from the same reporter, unless it is a specific example listed above.
2813 Modifying a Report Created by the New Using Function
SWI Policy and Procedures October 2023
After duplicating the report, the intake specialist modifies the new report to fit requirements. When applicable, the following items may be modified:
- Date and time of the report.
- Person types, roles, and relationship or interest (Rel/Int) designations.
- Person notes.
- Report Type section.
- Intake Actions page.
- Narrative.
2813.1 Date and Time of the Report
SWI Policy and Procedures February 2026
IMPACT assigns the current date and time to the new report when the intake specialist completes the New Using process. When applicable, the intake specialist manually changes the date and time of each new report to match the original report, if necessary.
All reports originating from the same call or e-report must reflect the same time and date as the original report, unless the reports are unrelated. Reports are unrelated if they do not involve any of the same principals (PRNs). For example, there would be two unrelated reports if a teacher calls and says two students are being neglected by their parents, but the students are not in the same family and do not live in the same home.
If the intake specialist duplicates a report with the New Using function in IMPACT at a later date and time, the intake specialist uses the new date and time when the New Using is completed, unless a field employee made a request to backdate the report. For example, this may occur if SWI sends a report to a field employee, but the field employee later determines that SWI needs to send it to a different program instead.
See 2821.1 Determining the Date and Time of the Report.
2813.2 E-Reports from Field Staff Requesting Reentry
SWI Policy and Procedures February 2026
When a DFPS, Health and Human Services Commission (HHSC) Child Care Regulation (CCR), HHSC Provider Investigations (PI), or a Single Source Continuum Contractor (SSCC) employee submits an e-report, he or she may be requesting a reentry or making a new report of abuse, neglect, or exploitation.
The e-report form has questions that only appear if the reporter is an employee of DFPS, CCR, PI, or an SSCC. These questions are:
- Is this a reentry?
- Do you need the report to be backdated?
- What date and time did you initiate the investigation?
When a field employee fills out the e-report, he or she does as follows:
- Answers “yes” or “no” to the reentry question.
- Answers “yes” or “no” to the backdating question.
- Provides a date and time for the initiation of investigation question, if applicable. A field employee can request a change to the date and time of a report only for his or her own program. If reporting a situation that is under the jurisdiction of another program, this question should be left blank.
If the reporter only needs a reentry, the intake specialist marks the Reentry checkbox, does not change the date and time, and selects the appropriate reentry reason.
The intake specialist does not complete a reentry when the person requesting it does not work for the same program for which the reentry request is made. For example, a Child Protective Investigations (CPI) caseworker should not request a reentry of a report of abuse of an adult with a disability under Adult Protective Services (APS) jurisdiction. If this request occurs, the intake specialist does not complete the reentry. Instead, the intake specialist assesses according to standard procedures.
Sometimes, a field employee asks SWI to change the program classification of a report. For example, a CPI employee may inform SWI that the alleged victim (VC) was mistakenly thought to be a 16-year-old with a disability but is actually an 18-year-old with a disability, so the report should go to APS instead of CPI. In this situation, the intake specialist assesses for the correct program according to standard procedures.
2813.3 People Not Involved in the Additional Reports
SWI Policy and Procedures February 2026
If someone on the original person list is not relevant or required for the new report, the intake specialist removes that person from the new report’s person list.
For example, the intake specialist may complete two related reports about the same family: one for Child Protective Investigations (CPI) and one for Adult Protective Services (APS). The two-year-old family member needs to be on the person list for the CPI intake but should be removed from the person list for the APS intake.
2813.4 Principal (PRN), Collateral (COL), and Role
SWI Policy and Procedures February 2026
The intake specialist adds a PRN or COL to the new report’s person list, if necessary. The intake specialist does not modify an existing person on the person list (even if the person is Unknown), because that person is associated with a specific person identification (PID) number.
When applicable, the intake specialist may change the person type, role, and relationship or interest (Rel/Int) designation, as appropriate.
2813.5 Unnamed People
SWI Policy and Procedures February 2026
Each person has a specific person identification (PID) number, even if the person’s name is unknown.
For each principal (PRN) or collateral (COL) without a name on the person list, the intake specialist uses the same PID (does not make a new number) when making changes to his or her person type, role, or relationship or interest (Rel/Int) designation.
The intake specialist creates a new Unknown person (with a new PID) for each new PRN or COL without a name on companion reports.
For example, a call results in a Child Protective Investigations (CPI) intake and an Adult Protective Services (APS) intake that are companion reports. The intake specialist decides to complete the CPI intake first, and it has two unknown people on the person list. The intake specialist then completes the APS intake and does as follows:
- If the APS intake involves two unknown people who are not (or might not be) the same two as in the CPI intake, the intake specialist creates two new unknown people in the APS intake.
- If the reporter says the same two people (whose names are unknown) abused a child and an adult over age 65, the intake specialist uses the same two unknown people (with the same two PIDs) from the CPI intake and includes them in the APS intake.
2820 Assessing Reports Made by Field Staff
SWI Policy and Procedures June 2024
When field staff contact SWI to make a report for their program or a different program, this contact is different from a reentry. If field staff is requesting a reentry, see 2860 Reentry Requests from Field Staff.
2821 DFPS Staff Makes a Report for His or Her Program
SWI Policy and Procedures February 2026
A field employee may make a report in a professional capacity for his or her own program. For example, a Child Protective Investigations (CPI) caseworker reports an incident of child abuse under the jurisdiction of CPI. The field employee can report in either of the following ways:
- Calling the toll-free hotline.
- Filing a report through the Texas Abuse Hotline website.
2821.1 Determining the Date and Time of the Report
SWI Policy and Procedures February 2026
There are specific circumstances when an intake specialist needs to change the date and time of a report, known internally as backdating. In some situations, backdating is only done at the request of a field employee.
Circumstances that do not require a request from a field employee to backdate are companion reports. See 2813 Modifying a Report Created by the New Using Function.
Circumstances that require a request from a field employee to backdate include:
- A reentry, when the date and time of the reentry needs to be the same as the original report.
- A new report, when the investigator initiated the investigation prior to contacting SWI.
Requests to backdate reports can happen during phone calls or by e-reports. For e-reports, the request to backdate occurs when the field employee answers “yes” to the question: Do you need the report to be backdated?
The intake specialist only backdates a report when the request is from a field employee within the same program as the new or reentered report. When a request to backdate a report occurs, the intake specialist does as follows:
- Changes the Date and Time fields according to the request, if the request is from the same program.
- Completes the report using the current date and time, if the request is from a different program.
2821.2 Assessing the Report
SWI Policy and Procedures February 2026
The intake specialist assesses the report according to the table below. Assessment includes the following:
- Report types, including intake, information and referral (I&R) report, or case-related special request (CRSR).
- Programs that have jurisdiction over the situation.
- Allegations.
- Priorities.
See 2500 Assessment.
| If the field employee: |
Then the intake specialist: |
|---|---|
Does not request a particular assessment. |
Assesses and completes the report according to standard procedures. |
Requests a particular assessment, and the intake specialist agrees. |
Completes the report according to standard procedures. |
Requests an I&R or CRSR, but the intake specialist assesses the information as an intake. |
|
Requests an intake by phone, but the intake specialist assesses the information as an I&R. |
|
Requests an intake through an e-report, but the intake specialist assesses the information as an I&R. |
|
Requests something that has PD (or higher) approval but is clearly against policy. |
|
2822 Field Staff Makes a Report for a Different Program
SWI Policy and Procedures February 2026
A field employee from one program may make a report for a different program. For example, an Adult Protective Services (APS) caseworker may report child abuse or neglect under the jurisdiction of Child Protective Investigations (CPI).
The intake specialist completes the report according to standard procedures. The intake specialist uses the current date and time in this situation and does not change them.
2830 Sensitive Reports
SWI Policy and Procedures February 2026
DFPS restricts access to specific reports in IMPACT by designating the report as “sensitive.”
IMPACT automatically displays a red exclamation point icon next to a sensitive case or report. For all report types, the icon displays before the reporter’s name on the Report Log Search Results List section of the Report Log page. For intakes and case-related special requests (CRSRs), the icon also displays before the case number on the Case List and on the IMPACT workload.
Completing sensitive reports is the same as other reports except that the intake specialist:
- Consults (staffs) with an intake supervisor or worker V on all sensitive or potentially sensitive reports.
- Designates the report as sensitive according to the staffing supervisor’s instructions.
- Documents the reason for the sensitive designation and associated details in the Sensitive Case Comments box, when appropriate.
- Selects the law enforcement notification (LEN) to be done locally for sensitive Child Protective Investigations (CPI) or Child Care Investigations (CCI) intakes.
- Follows additional staffing supervisor instructions, when applicable.
- Submits sensitive reports unless instructed otherwise by the staffing supervisor.
2831 Sensitive Reasons
SWI Policy and Procedures February 2026
SWI identifies reports that require restricted access and designates them as sensitive. The following subsections explain reasons why a report would require sensitive designation.
Sometimes SWI employees are not aware that one of the sensitive designation reasons applies to a report. Field staff can designate the case as sensitive if the situation is discovered after the report is routed to the field.
2831.1 Sensitive Designation for Reports Involving Field Staff, Contractors, and High-Profile People
SWI Policy and Procedures February 2026
The table below explains when the intake specialist designates a report as sensitive based on a person being a field employee, contractor, or high-profile person and the person’s role in the report.
| If someone associated with the report is any of the following: |
And he or she also has any of the following roles in the report: |
Then the intake specialist: |
|---|---|---|
|
|
|
High-profile people include, but are not limited to, the following:
- Judges.
- Police chiefs.
- Members of a child welfare board.
- Court-appointed special advocates (CASA).
- Court-appointed attorneys.
- Celebrities.
2831.2 Specific Situations Requiring Sensitive Designation
SWI Policy and Procedures February 2026
The intake specialist designates the report as sensitive if any of the specific situations below apply:
- A non-DFPS employee who works in the same office as DFPS employees is an alleged victim (VC) or alleged perpetrator (AP) in an intake.
- The situation has, or is likely to have, significant media interest.
- The report involves a participant in the Texas Office of Attorney General Address Confidentiality Program (OAG-ACP). See 2664 Office of Attorney General Address Confidentiality Program (OAG-ACP).
2832 Consulting (Staffing) on a Sensitive Report
SWI Policy and Procedures February 2026
The intake specialist is required to consult with an intake supervisor or worker V about all sensitive or potentially sensitive reports. This includes the following situations:
- The intake specialist finds sensitive history when completing history searches on any report type.
- The intake specialist finds a person search result for a current employee or external staff (identified by a blue diamond icon) that matches someone in the report.
- The intake specialist recognizes that the report may need to be sensitive for any other reason.
Only an intake supervisor or worker V can consult on sensitive or potentially sensitive reports. Acting supervisors are not authorized to do so.
The intake specialist documents the consultation below his or her signature in the narrative according to standard procedures.
When instructed to not designate the current report as sensitive, the intake specialist documents, “Report was staffed for sensitivity. This report was not made sensitive.”
If sensitivity is being removed by the staffing supervisor, the intake specialist documents, “The staffing supervisor removed the previous sensitive designation from applicable history in IMPACT.”
When a Person Search Result Matches a Staff Record
When an intake specialist performs a person search and finds a staff record result (indicated by a blue diamond icon) that matches someone in the report, the intake specialist does as follows:
- Selects the Name link for the match. The Person Detail page opens and shows one of five possible Attention messages.
- Reads the Attention message. This message is above the Person Name section on the Person Detail page.
- Uses the table below to determine whether to consult with an intake supervisor or worker V about the report.
| If the Attention message is: |
Then the intake specialist: |
|---|---|
This person is an employee. For more information, use staff search. |
Consults with an intake supervisor or worker V because the report needs to be sensitive. |
This person is External Staff – with IMPACT access. For more information, use staff search. |
Consults with an intake supervisor or worker V because the report needs to be sensitive. |
This person is External Staff – No IMPACT access. For more information, use staff search. |
Consults with an intake supervisor or worker V because the report may need to be sensitive or may need more processing. For example, the person is a court-appointed special advocate (CASA) worker or volunteer. |
This person is a former employee. For more information, use staff search. |
Is not required to consult with an intake supervisor or worker V for sensitivity unless another reason for sensitivity applies. |
This person is a former external staff. For more information, use staff search. |
Is not required to consult with an intake supervisor or worker V for sensitivity unless another reason for sensitivity applies. |
2833 Documenting a Sensitive Report
SWI Policy and Procedures February 2026
When documenting a sensitive report, the intake specialist:
- Designates the report as sensitive.
- Documents the reason for sensitivity as follows:
- For any report assigned to a DFPS, Child Care Regulation (CCR), Provider Investigations (PI), or Single Source Continuum Contractor (SSCC) employee, the intake specialist documents the reason for sensitivity and associated details. (See Documenting the Sensitive Reason and Associated Details in this section below.)
- For any report assigned to anyone who is not a DFPS, CCR, PI, or SSCC employee, the intake specialist documents only the word “confidential” as the reason for sensitivity. This includes information and referral (I&R) reports, such as an I&R Matter Referred On, I&R Referred to HHSC, and I&R Non-FPS Criminal Matter Referred to Law.
- Documents the consultation (staffing) with the intake supervisor or worker V below his or her signature in the narrative.
Documenting the Sensitive Reason and Associated Details
The intake specialist or staffing supervisor documents information about the reason for a sensitive designation. These details may include the following:
- Information about the person who is associated with the report, such as:
- Name.
- Person identification (PID) number.
- Relationship to the alleged victim (VC).
- Program of employment.
- Office location.
- City of employment.
- Details about the high-profile person and his or her position. For example, if the person is a judge, details may include the type of judge and for what city, county, and court.
- Reason the situation has, or is likely to have, significant media interest.
- Information specified in 2664 Office of Attorney General Address Confidentiality Program (OAG-ACP).
If the intake specialist knows the details about the sensitive designation, he or she documents that information in the Sensitive Case Comments box.
If only the staffing supervisor knows the details, he or she tells the intake specialist to document that the staffing supervisor will document the information. The staffing supervisor documents the information when he or she reviews the report.
2834 Law Enforcement Notification (LEN) for a Sensitive Report
SWI Policy and Procedures February 2026
The intake specialist does not complete an LEN for a sensitive Child Protective Investigations (CPI), Day Care Investigations (DCI), or Residential Child Care Investigations (RCCI) intake. Instead, the intake specialist selects the To be done locally option. It is the responsibility of field staff to complete the LEN for sensitive reports.
For a sensitive I&R Non-FPS Criminal Matter Referred to Law, the intake specialist completes the LEN according to standard procedures. The intake specialist does not use the To be done locally option.
2835 Processing a Sensitive Report
SWI Policy and Procedures February 2026
For all sensitive intakes, case-related special requests (CRSRs), and information and referral (I&R) reports, the intake specialist does as follows:
- Completes the report according to standard procedures, but does not process it until after consulting (staffing) with an intake supervisor or worker V.
- Consults with an intake supervisor or worker V, as required by 2832 Consulting (Staffing) on a Sensitive Report.
- Documents the consultation with the intake supervisor or worker V under his or her signature in the narrative.
- Follows processing instructions from the staffing supervisor.
- If instructed to do so, submits the report for supervisor review. If the staffing supervisor arranges for another intake supervisor or worker V to review the report, the staffing supervisor tells the intake specialist whom to notify when the report is ready to submit.
- Sends a private message in Teams to alert the identified intake supervisor or worker V that the sensitive report is ready to review.
The intake supervisor or worker V who completes the review does as follows:
- Reviews the intake specialist’s documentation for accuracy.
- Makes any necessary changes.
- Clearly documents any changes made under the staffing supervisor’s signature and consultation information in the narrative.
- Completes the sensitive reason, as needed.
- Uses the Sensitive Instructions for Supervisors on the DFPS intranet to complete the following actions, as appropriate:
- Inform the designated sensitive contact about the report.
- Route the report.
- Send email notification to additional SWI or field staff.
2836 Sensitive Report from an SWI Employee
SWI Policy and Procedures February 2026
When an SWI employee needs to report abuse, neglect, or exploitation that involves himself or herself, a significant other, or a family or household member, he or she contacts a program administrator (PA), intake supervisor, or worker V.
2837 Sensitive Report Involving an SWI Employee
SWI Policy and Procedures February 2026
When an intake specialist receives a report involving an SWI employee or an SWI employee’s significant other, family member, or household member, access to the information is kept in the smallest circle of people needed to complete the report.
At the Beginning of the Report
If an intake specialist learns a report involves an SWI employee at the beginning of the report, he or she stops the interview or review of the e-report, mail, or fax.
If it is a call, the intake specialist:
- Requests the reporter’s phone number.
- Tells the reporter that he or she needs to consult with an intake supervisor.
- Asks the reporter to hold.
After stopping the interview or review, the intake specialist consults (staffs) with an intake supervisor or worker V. The staffing supervisor may request the report be transferred to him or her.
If the report is transferred to the staffing supervisor, the intake specialist:
- Completes an I&R Other Business Call separate from the report transferred.
- Does not document a narrative or In Regards To.
If the report is not transferred to the staffing supervisor, the intake specialist:
- Documents the consultation below his or her signature in the narrative.
- Designates the report as sensitive.
- Documents the sensitive reason in the Sensitive Case Comments box.
- Completes the report according to the staffing supervisor’s instructions.
- Sends a private message in Teams to the staffing supervisor or identified alternate intake supervisor or worker V to alert him or her that the report is ready for review.
- Submits the report.
Late into the Report
If an intake specialist learns the report involves an SWI employee late into the report, he or she:
- Consults with an intake supervisor or worker V.
- Documents the consultation below his or her signature in the narrative.
- Designates the report as sensitive.
- Documents the sensitive reason in the Sensitive Case Comments box.
- Completes the report according to the staffing supervisor’s instructions.
- Sends a private message in Teams to the staffing supervisor or identified alternate intake supervisor or worker V to alert him or her that the report is ready for review.
- Submits the report.
2840 Complaints
SWI Policy and Procedures February 2026
SWI receives complaints about SWI and field staff from different sources, including:
- Field staff.
- SWI staff.
- The public.
2841 Public Complaint about SWI
SWI Policy and Procedures February 2026
When a reporter complains about a report an SWI employee completed or the customer service provided, the intake specialist does as follows:
- Requests the report ID.
- Requests the name and phone number of the complainant.
- Requests a brief explanation of the concern.
- Confirms the complainant is the original reporter by searching IMPACT.
- Tells the complainant, if he or she is the original reporter and on a phone call, that a supervisor will review the concern.
- Contacts the Floor Support channel in Teams to request assistance from an intake supervisor or worker V.
If the complainant is not the original reporter (or if this cannot be determined), the intake specialist does as follows:
- Explains to the complainant, if he or she is on a phone call, that information is confidential, and the intake specialist cannot share it.
- Conducts an interview or reads the complaint and assesses the new information according to standard procedures.
The intake supervisor or worker V does as follows:
- Returns the call, if necessary, when the schedule permits. See 2160 Calling Back a Reporter.
- Arranges for a reentry immediately, if needed.
- Forwards non-urgent complaints to the supervisor of the intake specialist whose work was the subject of the complaint. That supervisor reviews the concern and addresses it with the intake specialist, if necessary.
Complaint About Screening Staff
When a reporter complains about case handling or customer service provided by an SWI screener, the intake specialist follows the same procedures as above.
The intake supervisor or worker V contacts the screener supervisor or program administrator (PA) of the screener whose work was the subject of the complaint. Factors to consider when determining whether to send an email or a private message in Teams include:
- Urgency of the concern.
- Day of the week.
- Time of day.
The screener supervisor or PA handles the concern and returns the call, if necessary.
Completing the Report
It is not appropriate to document complaint information in IMPACT.
If the report only contains information about the complaint, the intake specialist does as follows:
- Completes an I&R Other Business Call.
- Does not document information about the complaint in the report.
- Removes any information about the complaint from an e-report.
If the report contains information about both the complaint and other concerns, the intake specialist does as follows:
- Documents and assesses the other concerns according to standard procedures.
- Does not document information about the complaint in the report.
- Removes any information about the complaint from an e-report.
2842 Complaint about Field Staff
SWI Policy and Procedures October 2023
A member of the public may contact SWI to make a complaint about field staff. Such complaints generally fall into one of the following categories:
- Complaints about how field staff handled a case.
- Serious concerns that need immediate attention.
2842.1 Public Complaint about Field Staff Regarding Handling of Case
SWI Policy and Procedures February 2026
When SWI receives a complaint from the public about how field staff handled a case, SWI’s procedures for handling the complaint depend on whether it was received by phone or by another method.
Complaint Received by Phone
The intake specialist refers the reporter to the chain of command of the field employee who is the subject of the complaint. To do this, the intake specialist provides the phone number of the local office.
A chain of command is the structure of positions within a program, in order from lowest to highest. Job titles in a chain of command vary by program. In the context of complaints, the chain of command ends with the DFPS Office of Consumer Affairs (OCA) or the Health and Human Services (HHS) Office of the Ombudsman.
If the reporter already contacted the local office or does not accept that option, the intake specialist provides one of the following numbers, as applicable:
- For complaints about DFPS or Single Source Continuum Contractor (SSCC) employees, the number for OCA: 800-720-7777. The intake specialist may transfer the call using the DFPS OCA extension during business hours (8 a.m. – 4:30 p.m., Monday through Friday, except state holidays).
- For complaints about Child Care Regulation (CCR) or Provider Investigations (PI) employees, the number for the HHS Office of the Ombudsman: 877-787-8999.
The intake specialist does not take any other action, except as indicated in 2842.3 Completing the Report for the Complaint.
Complaint Received by Mail, by Fax, or through the Texas Abuse Hotline Website
The intake specialist completes one of the following email templates on the Templates and Forms resource on the DFPS intranet for the complaint, as applicable:
- For DFPS or SSCC employees: the OCA Complaint template.
- For CCR or PI employees: the HHS Ombudsman Complaint template.
2842.2 Public Complaint about Field Staff That Requires Immediate Attention
SWI Policy and Procedures February 2026
If the intake specialist receives a serious complaint about a field employee that requires immediate attention, the intake specialist consults (staffs) with an intake supervisor or worker V. If one is not available, the intake specialist consults with a program administrator (PA) or the on-call PA.
Examples of such complaints include:
- A field employee is working while intoxicated.
- A field employee is engaging in criminal conduct.
If the staffing supervisor, worker V, or PA agrees that the complaint needs immediate attention, he or she does as follows:
- Calls the on-call program director (PD) who covers the county where the field employee works.
- Emails the PD whom he or she called with details of the complaint.
2842.3 Completing the Report for the Complaint
SWI Policy and Procedures February 2026
It is not appropriate to document complaint information in IMPACT. The intake specialist uses the following procedures to complete a report for a complaint from the public about field staff.
Complaint Received by Phone, Mail, or Fax
If the call, mail, or fax report contains only information about the complaint, the intake specialist does as follows:
- Completes an I&R Other Business Call.
- Does not document details of the complaint in the information and referral (I&R) report.
If the call, mail, or fax report contains both the complaint and other concerns, the intake specialist does as follows:
- Documents and assesses the other concerns according to standard procedures.
- Does not document the complaint in the report.
Complaint Received Through the Texas Abuse Hotline Website
The intake specialist consults (staffs) with an intake supervisor or worker V because the report may need to be designated as sensitive.
Procedures for handling the report depend on what type of information the narrative contains. The intake specialist does as follows:
- If the narrative contains the complaint and no additional information that needs to go to the local office or another agency, the intake specialist does as follows:
- Completes an I&R Other Business Call.
- Does not change the narrative.
- Designates the report as sensitive.
- Documents Worker Complaint/Misconduct as the sensitive reason.
- Closes the I&R.
- If the narrative contains the complaint and information that needs to go to the local office, the intake specialist does as follows:
- Does not designate the report as sensitive.
- Deletes the statement at the beginning of the narrative that reads, “The information in this internet report narrative has not been edited by Statewide Intake personnel.”
- Removes the complaint information from the narrative.
- Completes the appropriate type of report according to standard procedures.
- If the narrative contains the complaint and information that needs to go to another agency, the intake specialist does as follows:
- Designates the report as sensitive.
- Documents Worker Complaint/Misconduct as the sensitive reason.
- Does not change the narrative.
- Completes an I&R Matter Referred On or I&R Referred to HHSC.
2843 Complaint from a Foster Youth about His or Her Placement
SWI Policy and Procedures February 2026
If a foster youth calls SWI with a complaint about his or her placement, the intake specialist requests information and assesses the report according to standard procedures.
See:
CCR Situations Involving a Child in DFPS Conservatorship on the DFPS intranet
3101 CVS Caseworker Notification
4561.1 Situations That Require an I&R to Existing CPS Case
4561.2 Situations That Sometimes Require an I&R to Existing CPS Case
4720 Determining CPI or RCCI Jurisdiction for a Child in a Relative or Fictive Kin Placement
4730 Child Living with an Unrelated Caregiver
9150 Child Living with an Unrelated Caregiver
9530 Reports Involving Children in DFPS Conservatorship in a CCR Operation
9710 Determining RCCI or CPI Jurisdiction for a Child in a Relative or Fictive Kin Placement
The intake specialist also refers the youth to the Health and Human Services (HHS) foster care ombudsman at 844-286-0769 and tells the youth the following:
- Leave a voicemail if an employee does not answer.
- In the voicemail, provide the following information:
- His or her first and last name.
- Contact number.
- A brief description of the complaint.
See the HHS Ombudsman for Children and Youth in Foster Care webpage for more information.
2844 SWI Complaint about SWI Staff
SWI Policy and Procedures February 2026
Complaint about Intake Specialist
When an intake specialist has concerns about how another intake specialist handled a report, the intake specialist consults (staffs) with an intake supervisor or worker V.
If necessary, the staffing supervisor emails the following information to the supervisor of the intake specialist whose work is the subject of the complaint:
- A description of the concern.
- The steps taken for resolution.
Complaint about SWI Screener
When an intake specialist has concerns about how an SWI screener handled a case, the intake specialist consults with an intake supervisor or worker V.
If necessary, the staffing supervisor emails a description of the concern to the screening supervisor or program administrator (PA) of the screener whose work is the subject of the complaint.
2845 SWI Complaint about Field Staff
SWI Policy and Procedures February 2026
If the intake specialist has concerns about communication with a field employee or the field employee’s handling of a case, he or she documents the concern in an email to the intake specialist’s supervisor.
The intake supervisor reviews the concern, including any associated recorded calls. If the concern is valid, the intake supervisor forwards the information to SWI Policy and Performance Management (PPM) by emailing the QAUNIT mailbox. PPM notifies the appropriate regional contact when needed. PPM does not perform case reviews.
For concerns about cases screened or sent to Alternative Response (AR) by an SWI screener, see 2844 SWI Complaint about SWI Staff.
2846 Field Staff Complaint about SWI
SWI Policy and Procedures February 2026
A field employee should not contact an intake specialist directly with a complaint about SWI. If a field employee contacts an intake specialist, the intake specialist does not respond to the field employee. The intake specialist contacts either the Floor Support channel in Teams or his or her own supervisor, who reviews the concern and follows up with the field employee, as appropriate. See How to Contact SWI When There Are Issues with Reports on the DFPS intranet.
When a field employee has concerns about a report completed by SWI, he or she contacts SWI as described under the subheadings below. The field employee provides the following information to SWI:
- Report ID or case number.
- Specific description of the concern.
A field supervisor (or higher) notifies SWI Policy and Performance Management (PPM) of a concern by emailing the QAUNIT mailbox. PPM reviews the concern, provides feedback to the field, and may provide feedback to the intake specialist and his or her supervisor, if warranted.
Complaint That Needs Immediate Attention
A field supervisor (or higher) does as follows:
- Calls SWI on the designated administrative line.
- Identifies himself or herself by name and title.
- Asks to speak to an intake supervisor or worker V.
Complaint about Incorrect Assignment
If the concern is about a report that SWI assessed correctly but assigned to an incorrect workload, the field employee routes the report to the correct workload or appropriate routing coordinator (RC). He or she does not close the report or assign it back to SWI. If the field employee does not know the correct assignment, he or she calls the SWI designated administrative line and asks to speak with an intake supervisor or worker V.
The field supervisor (or higher) notifies PPM of the concern by emailing the QAUNIT mailbox. PPM reviews the concern, provides feedback to the field, and may provide feedback to the intake specialist and his or her supervisor, if warranted.
If the field supervisor (or higher) speaks to an intake supervisor or worker V, it is not necessary to also notify PPM.
Other Complaint about the Quality of a Report
If the concern does not require immediate attention, the field supervisor (or higher) notifies PPM by emailing the QAUNIT mailbox.
Examples of non-urgent concerns are as follows:
- A report with incorrect, missing, or unclear documentation that is not a Priority 1 (P1) and does not require immediate action.
- An intake with a significant error in priority assessment.
- A complaint about an SWI employee’s conduct when handling the report.
- A call-out that went to the wrong on-call worker or was not made in a timely manner.
Complaints that Involve Screening
When a Child Protective Investigations (CPI) report is eligible for screening or a field employee has questions about a report currently assigned to screening, he or she does as follows:
- Contacts the CPI screener supervisor or program administrator (PA) for that region by email or a private message in Teams within 24 hours from the time on the intake. Regional staff are listed in How to Contact SWI When There Are Issues with Reports on the DFPS intranet.
- Assigns an intake to a screener or screener supervisor after obtaining approval, if applicable.
If the concern is about case handling or customer service provided by an SWI screener, the field employee follows the procedures under the above subheadings in this section (Complaint That Needs Immediate Attention, Complaint about Incorrect Assignment, and Other Complaint about the Quality of a Report).
The intake supervisor or worker V contacts the screener supervisor or PA of the screener whose work is the subject of the complaint. Factors to consider when determining whether to send an email or a private message in Teams include:
- Urgency of the concern.
- Day of the week.
- Time of day.
The screener supervisor or PA handles the concern and replies to the email or Teams message, if necessary.
Reentry Requests
To request a reentry, a field employee calls the designated administrative line and selects the reentry option. See 2860 Reentry Requests from Field Staff.
2850 Reentering Reports (Reentry)
SWI Policy and Procedures February 2026
When a report needs to be reproduced in IMPACT because of a technical problem or an error by an SWI or field employee, it is known internally as a reentry. See 2780 Reports with Technical Issues.
A field employee requests a reentry by calling the designated administrative line and selecting the reentry option.
An SWI employee notifies an intake supervisor or worker V if he or she discovers a report that may require reentry. The intake supervisor or worker V does one of the following:
- Reenters the report.
- Assigns an intake specialist to reenter the report.
- Explains that the report does not require reentry.
The employee who completes the reentry also completes the following:
- The Reentry Feedback Form on the Templates and Forms resource on the DFPS intranet, if an SWI error was the reason for the reentry.
- An I&R Reentry Request, regardless of the reason for the reentry.
2851 Reasons for a Reentry
SWI Policy and Procedures February 2026
SWI reenters reports for any of the following reasons:
- The intake was completed for the wrong program.
- A related or companion report was indicated at the time of the original report, but the original intake specialist did not complete it. The companion report may be for the same program or a different one.
- The report type is incorrect.
- The narrative is missing.
- The report needs a different date or time. See 2821.1 Determining the Date and Time of the Report.
- The report will not progress from the Intake (INT) stage or to the Investigation (INV) stage.
- A field employee closed an intake that was in the Intake (INT) stage in error. For example, the field employee downgraded the report to Priority None (PN).
- A field employee progressed an intake to the Investigation (INV) stage, but it needed to be progressed to the Alternative Response (AR) stage.
- A Priority 1 (P1) intake was completed due to Child Safety Check Alert List (CSCAL) procedures. If there were no new allegations, and the CSCAL was entered in the Family-Based Safety Services (FBSS) stage, Child Protective Investigations (CPI) requests the report be reentered as a case-related special request (CRSR).
- A Child Care Investigations (CCI) or Child Care Regulation (CCR) report did not automatically populate in the Child-care Licensing Automated Support System (CLASS) application.
- The intake specialist inaccurately related one person’s information to another person’s record in IMPACT.
- The intake specialist incorrectly assigned a person’s role in a way that prevents an investigator from completing the investigation.
- A CPI investigator obtained additional information while working on a child death CRSR. The additional information indicates abuse or neglect and requires an intake.
2852 Changes That Do Not Require a Reentry
SWI Policy and Procedures February 2026
Field staff make the following changes without a reentry:
- Change the priority of an intake.
- Select the checkbox, so an intake may be screened.
- Assign a report to a different county.
- Assign a report to another workload or program outside SWI, but within DFPS.
- Designate special handling status for a report.
- Add, modify, or remove sensitive details from a report.
- Change the status of an Adult Protective Services (APS) intake that is in open status on the Intake Actions page.
- Change a case name.
- Change the Resource section in an intake for Day Care Investigations (DCI), Residential Child Care Investigations (RCCI), or Provider Investigations (PI).
2860 Reentry Requests from Field Staff
SWI Policy and Procedures February 2026
A field employee or an employee of the Data Corrections division may ask SWI to reenter a report. A delay in this request may create a client safety issue.
To request a reentry, a field employee calls the designated administrative line and selects the reentry option.
Specific intake specialists monitor this queue and handle most reentry requests. A field employee should not request a reentry by mail, by fax, through the internet, or by notifying SWI Policy and Performance Management (PPM) by emailing the QAUNIT mailbox.
If an intake specialist who is not assigned to the reentry queue receives a phone request from a field employee for a reentry, he or she transfers the call to the reentry queue.
An intake specialist consults (staffs) with an intake supervisor or worker V if a reentry request arrives by internet, mail, or fax.
Technical Problems with a Report in a Stage Other Than Intake (INT)
A field employee calls the Customer Service Center (CSC) Help Desk at 877-642-4777 for help when the report is not in the Intake (INT) stage. A reentry may not be necessary.
2861 Verifying the Requestor’s Employment
SWI Policy and Procedures June 2024
The intake specialist compares the following details from the requestor to the data in that person’s staff record in IMPACT:
- Name
- Date of birth
- Region and unit number
- Supervisor’s name (This will be needed to complete the template later.)
- Call back number
If the information matches and employment is verified, then the intake specialist completes the reentry request if appropriate. If the details do not match, the intake specialist does not complete the reentry.
2862 Requesting Details about a Reentry
SWI Policy and Procedures February 2026
The intake specialist requests the following details:
- Requestor’s name.
- Requestor’s phone number.
- Requestor’s region and county.
- Requestor’s program.
- Report ID or case number for reentry.
- Reason report needs to be reentered.
- Name and title of person authorizing the reentry.
- Name of the operation, if the reentry is related to Child Care Investigations (CCI), Child Care Regulation (CCR), or Provider Investigations (PI).
- Date and time for the new report. See 2821.1 Determining the Date and Time of the Report.
If a detail is unknown but is necessary to process the reentry, the intake specialist asks the requestor to call back with the information.
2863 Evaluating a Reentry Request
SWI Policy and Procedures June 2024
An intake specialist evaluates whether the reentry request is valid.
If the request is to delete a report from a workload, the intake specialist tells the requestor to submit the request through Technology Assistance: Submit Your Own Ticket on the DFPS intranet. Application Support within the Program Support division handles the deletion.
2863.1 Valid Request
SWI Policy and Procedures February 2026
See 2851 Reasons for a Reentry for what constitutes a valid request.
If the request is valid and a field supervisor (or higher) from the same program as the requestor authorized the reentry, the intake specialist completes the reentry.
The intake specialist duplicates the original report with the New Using function and provides the requestor with the new report ID. If the reentry is needed due to technical issues, the intake specialist does not use the New Using function but manually enters the details of the report.
2863.2 Invalid Request Received by Phone
SWI Policy and Procedures February 2026
If field staff can make the necessary changes, the request is invalid and the intake specialist does not complete a reentry. See 2852 Changes That Do Not Require a Reentry.
If the reentry request does not have a valid reason (see 2851 Reasons for a Reentry) or the intake specialist disagrees with the reentry, the intake specialist asks the requestor whether a program director (PD) or higher authorized the reentry. The requestor does not need to be the PD (or higher) giving the authorization. However, the PD (or higher) authorizing the reentry needs to be from the program that will receive the new report. For example, a Child Protective Investigations (CPI) PD cannot authorize a reentry request for Adult Protective Services (APS).
The intake specialist takes one of the following actions:
- If a PD (or higher) from the same program authorizes the reentry, the intake specialist completes the reentry. If he or she still questions the validity of the reentry, he or she consults (staffs) with an intake supervisor or worker V.
- If a PD (or higher) from the same program did not authorize the reentry, the intake specialist consults with an intake supervisor or worker V. If the staffing supervisor agrees that the request is invalid, the intake specialist asks the requestor to get the necessary authorization from a PD (or higher). If the requestor does not get authorization, the intake specialist does not complete the reentry.
2863.3 Invalid Request Received through Mail, Fax, or Internet
SWI Policy and Procedures February 2026
When a field employee requests a reentry by mail, by fax, or through the internet and provides insufficient information or inadequate authorization, the intake specialist attempts to contact the requestor on the requestor’s business cell phone for clarification. The intake specialist takes one of the following actions:
- Completes a reentry if he or she contacts the requestor and the request is a valid reentry.
- Consults (staffs) with an intake supervisor or worker V if he or she contacts the requestor, but it is not a valid reentry or the requestor disagrees with the intake specialist’s assessment. If the staffing supervisor agrees that the request is invalid, the intake specialist asks the requestor to get the necessary authorization. If the requestor does not get authorization, the intake specialist does not complete the reentry.
- Leaves a voicemail for the requestor if he or she does not make contact. In the voicemail, the intake specialist explains why the reentry cannot be completed and asks the requestor to contact the reentry queue. The intake specialist completes an I&R Call Back for a call-out to a field employee to get clarification and details on the reentry request.
2864 Documenting a Reentry Request
SWI Policy and Procedures February 2026
The intake specialist documents each reentry request as an I&R Reentry Request. If the request for reentry comes through the internet, mail, or fax, the report generated by the e-report, mail, or fax becomes the I&R Reentry Request.
In the I&R Reentry Request, the intake specialist does as follows:
- Documents the name, relationship or interest (Rel/Int), address, and phone number of the requester as the reporter.
- Documents the same In Regards To as the original report.
- Documents the following in the narrative:
- Program requesting the reentry.
- Reason for the reentry request.
- Report ID or case number of the original report.
- Date and time of the report, whether it must match the original or be changed to the date and time of the request. See 2813.1 Date and Time of the Report.
- Name of the supervisor (or higher) authorizing the reentry.
- Reason the reentry was invalid, if applicable.
- Documents the report ID for the new report.
- Closes the report.
See 3131 Reentry Request.
2865 Completing a Reentry
SWI Policy and Procedures February 2026
To complete an authorized and valid reentry, the intake specialist takes the following steps:
- Duplicates the original report with the New Using function unless the reentry is due to technical reasons. See 2812 Duplicating a Report (New Using).
- Keeps the date and time of the New Using function unless a request is made to backdate the date and time. This is only done for requestors in the same program as the new report. See 2821.1 Determining the Date and Time of the Report.
- Designates the report as a reentry.
- Selects the applicable reason for the reentry:
- Backdating: A field employee requests a reentry to correct the date and time, so both coincide with the initiation of the investigation. This is only done for requestors in the same program as the new report. For example, Child Protective Investigations (CPI) cannot request to backdate a report for Adult Protective Services (APS).
- Child Safety Review: A child safety specialist requests the reentry of a case that should not have been closed.
- Field Error: A field employee made an error such as incorrectly stage progressing or closing a report.
- SWI Error: A report cannot be acted upon due to an error by an SWI employee. For example, the intake specialist entered an incorrect program.
- Technical Problems: IMPACT cannot process a report because of a technical issue.
- Other: A request does not fit into any of these categories.
- Documents the following statement at the beginning of the narrative, with the appropriate information included: “Reentry for Report ID XXXXXXXX at the request of (name, program, title) because of (reason for the reentry).”
- Documents “Reentered by” and his or her name and title below the narrative of the original report.
- Documents the requestor’s special instructions, if applicable.
- Updates other report elements according to the requestor’s instructions, if applicable.
- Assigns the report according to the requestor’s special instructions, if applicable. If not applicable, the intake specialist assigns the report according to standard procedures.
2865.1 Reentering a Child Death Case-Related Special Request (CRSR) as an Intake
SWI Policy and Procedures February 2026
When reentering a child death CRSR as an intake, the intake specialist does as follows:
- Duplicates the original CRSR with the New Using function but only keeps the person list.
- Changes the date and time to the date and time specified by the requestor, if applicable. See 2821.1 Determining the Date and Time of the Report.
- Designates the report as a reentry.
- Selects Other as the reason for the reentry.
- Enters the name of the Child Protective Investigations (CPI) special investigator or person requesting the reentry as the reporter, including address and phone numbers.
- Reviews the person list:
- Adds or removes people from the list as applicable to the intake.
- Adds or corrects information about each person on the person list, including modifying the person types, roles, and relationship or interest (Rel/Int).
- Documents the following statement at the beginning of the narrative with the appropriate information included: “Reentry for Report ID XXXXXXXX at the request of (name, program, title) because child death CRSR upgraded to an intake.”
- Conducts an interview and documents it in the narrative.
- Completes other sections applicable to the intake.
- Documents the requestor’s special instructions, if applicable.
- Assigns the intake according to the requestor’s special instructions, if applicable. If not applicable, the intake specialist assigns the intake according to standard procedures.
See 4631 Death of a Child Not in DFPS Conservatorship.
2866 Sending the Reentry Feedback Template
SWI Policy and Procedures February 2026
When an intake specialist completes a reentry that was due to SWI error, he or she completes the Reentry Feedback Form on the Templates and Forms resource on the DFPS intranet.
2867 Deleting the Original Report from a Workload
SWI Policy and Procedures June 2024
After the intake specialist reenters a report in IMPACT, field staff submits a ticket to delete the original to the Submit Your Own Ticket online application on the DFPS intranet. Application Support within the Program Support division handles the deletion of the report. SWI does not have the ability to delete reports from the workloads of field staff.
2868 Reentry Requests Handled by an Intake Supervisor or Worker V
SWI Policy and Procedures February 2026
The intake specialist consults (staffs) with an intake supervisor or worker V if the reentry request involves a sensitive report.
If the staffing supervisor determines the reentry is valid and a field supervisor (or higher) authorizes the reentry, the intake specialist does as follows:
- Designates the report as sensitive and documents the sensitive reason in the Sensitive Case Comments box.
- Documents the name of the staffing supervisor completing the reentry in the narrative of the I&R Reentry Request.
- Provides the report ID of the I&R Reentry Request to the staffing supervisor.
- Closes the I&R Reentry Request.
The staffing supervisor may complete the reentry or give the necessary details to the intake specialist so he or she can complete it.
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