How do some states hire, train, and retain their hotline intake screeners? (APPENDIX)

Hiring, training, and retaining hotline intake screeners

For ease of review and use, this compilation is organized into five sections: (1) Infrastructure, Staffing, Supervision and Quality Assurance (QA); (2) Hiring; (3) Training; and Retention. Each section provides the jurisdictional responses to a range of questions in that particular category. The following table provides a high-level overview of each state’s hotline infrastructure, use of technology, quality assurance processes, and staffing structure.

To learn more, see How do some states hire, train, and retain their hotline intake screeners?

Infrastructure, staffing, supervision and QA

Hiring

The information below describes the hiring process for each jurisdiction, including the job description and preferred characteristics for potential hotline screeners.

Training

The information below describes each jurisdiction’s training program and process for new hires, as well as ongoing training and supervisor training.

Retention

Support and retention strategies used in each jurisdiction are described in the following information.

Related Resources

This document provides key themes and lessons learned from five states on practices involving intake screeners in their child welfare systems.

LEARN MORE

This strategy brief outlines strategies for how CPS agencies can screen-in reports of infants and toddlers in a way that keeps them safe.

LEARN MORE

Hawaii employed various strategies to earn buy-in from staff and community stakeholders during its transition to a centralized hotline.

LEARN MORE

This information packet provides an overview of the tools tribal child welfare agencies use to assess safety of the children in their care.

LEARN MORE

Hotline systems provide the first contact between the public and the child protection agency; this strategy brief outlines key elements.

LEARN MORE

Research indicates that differential response leads to improved family engagement and reduced entries into foster care. Browse resources.

LEARN MORE

Learn how several agencies successfully reduced backlogs that resulted from overdue child protective services investigations.

LEARN MORE

This document provides key themes and lessons learned from five states on practices involving intake screeners in their child welfare systems.

READ STORY

This strategy brief outlines strategies for how CPS agencies can screen-in reports of infants and toddlers in a way that keeps them safe.

READ STORY

Hawaii employed various strategies to earn buy-in from staff and community stakeholders during its transition to a centralized hotline.

READ STORY

This information packet provides an overview of the tools tribal child welfare agencies use to assess safety of the children in their care.

READ STORY

Hotline systems provide the first contact between the public and the child protection agency; this strategy brief outlines key elements.

READ STORY

Research indicates that differential response leads to improved family engagement and reduced entries into foster care. Browse resources.

READ STORY

Learn how several agencies successfully reduced backlogs that resulted from overdue child protective services investigations.

READ STORY
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