Statewide Intake serves as the “front door to the front line” for all DFPS programs. As the
central point of contact for reports of abuse, neglect and exploitation of vulnerable Texans, SWI staff are available 24 hours a day, 7 days per week, 365 days per year.
SWI is the Centralized point of intake for child abuse and neglect, abuse, neglect or exploitation of people age 65 or older or adults with disabilities, clients served by DSHS or DADS employees in State Hospitals or State Supported Living Centers, and children in licensed child-care facilities or treatment centers for the entire State of Texas.
SWI provides daily reports on call volume per application; hold times per application, etc. and integrates hardware and software upgrades to phone and computer systems to reduce hold times and improve efficiency.
NOTE: Past Printed Data Books also included EBC, Re-Entry and Support Staff in all queues total.
An abandoned call is a call that disconnects after completing navigation of the recorded message, but prior to being answered by an intake specialist.
Legislative Budget Board (LBB) Performance Measure Targets are set every two years during Legislative Sessions.
LBB Average Hold Time Targets for English Queue:
2010 11.4 minutes
2011 11.4 minutes
2012 8.7 minutes
2013 8.7 minutes
2014 8.7 minutes
2015 8.7 minutes
2016 7.2 minutes
2017 10.5 minutes
2018 12.0 minutes
2019 9.8 minutes
Visit dfps.state.tx.us for information on all DFPS programs