CHILD WELFARE MANUAL

Section 2, Chapter 2 (Child Abuse and Neglect Hotline Unit), Subsection 4 – On-Call Procedures

(Effective 04/15/19)

Table of Contents

2.4.1 On-Call Entry

2.4.2 CANHU Call-Out Procedure for After-Hours and Holidays

2.4.3 Administrative Referrals

 

2.4.1 On-Call Entry

Circuit Managers shall designate one staff person in each office (with a back-up if the designated person is unavailable) to be responsible for on-call updating and accuracy in FACES.

On-Call FACES Entry for County:

  • At least one person for each Call Position for each time frame must be entered in FACES.  This will allow CANHU staff to be able to call up the supervisory chain of command in the event the on-call worker cannot be reached.
    • One Primary (Worker)
    • One Back-up (Supervisor)
    • One Level 3 (Circuit Manager)
    • One Level 4 (Regional Staff)
  • Use Time Frames Established in FACES:
    • 12:00 a.m. – 7:59 a.m.
    • 8:00 a.m. – 4:49 p.m.
    • 4:50 p.m. – 11:59 p.m.
    • Weekend/Holiday – one of the above combinations or 12:00 a.m. – 11:59 p.m.
  • If clarification is needed, enter special instructions for each worker in the “Special Instruction” field.  Example: Do not use home number on weekends.
  • Avoid shared time slots for the same Call Position (i.e. two persons listed as Primary).  If two staff members are entered for the same time frame and Call Position, the most recent name entered will display on the CANHU call-out screen.
  • Enter more than one working contact number if available; the office number should not be included unless the on-call worker is at the office.
  • For metros with more than one office, update each branch office.  Note: On the “County/Office Worker Schedule” screen, each person on-call must have a “Position” selected for all appropriate “Office Associations.”
  • For circuits with multiple counties, update all counties within the circuit.
  • On emergencies, call back to the hotline even if the report is accepted in FACES; hotline staff are required to keep calling until direct contact is made on all emergencies. 

Assistance with office coverage in FACES can be found at: http://dssweb/cs/faces/reference/facesreference/GF/wkrsched.pdf   

2.4.2 CANHU Call-Out Procedure for After-Hours and Holidays

Emergency Reports/Referrals (Covers any Time During After-Hours and Holidays)

  1. CANHU contacts on-call worker with the incident number.
  2. The on-call worker pulls the report up by laptop, iPad, or by going into the office.  The on-call worker should only request CANHU provide the full report verbally in situations that would prevent the on-call worker from accessing the CA/N Report and Referral Status Log in FACES.
  3. If the on-call worker cannot be reached, CANHU begins contacting up the chain of command identified in the County/Office Coverage FACES screen until acceptance of the emergency report is confirmed.  It is important to call back to the hotline even if the on-call worker accepts the report in FACES as hotline staff is required to keep calling until direct contact is made on all emergencies.
  4. The on-call worker accepts the report on the CA/N Report and Referral Status Log screen of the Investigation & Assessment function in FACES.

Non-Emergency Reports for Holiday and Weekend Hours, Between 8 A.M. and 5 P.M.

  1. CANHU contacts on-call worker with incident number.
  2. The on-call worker pulls report up by laptop, iPad, or by going into the office.
  3. The on-call worker accepts the report on the CA/N Report and Referral Status Log screen of the Investigation & Assessment function in FACES.
  4. CANHU will not verify the on-call worker’s acceptance of non-emergency reports.
  5. Non-emergency referrals are only called out when attention is needed before the next working day.

The On-Call Worker Will Check CA/N Report and Referral Status Log (CANHU Will not Call Out).

  1. Saturdays, Sundays, and Holidays – The on-call worker completes 8 a.m. check of the CA/N Report and Referral Status Log screen for non-emergency reports alerted since 5 p.m. the previous evening.
  2. The on-call worker accepts reports/referrals by laptop, iPad, or in the office on the CA/N Report and Referral Status Log screen.
  3. CANHU will not verify the 8 a.m. acceptance of non-emergency reports/referrals alerted since 5 p.m. the previous evening.
  4. Saturdays, Sundays, and Holidays – The on-call worker completes at least three (3) CA/N Report and Referral Status Log screen checks between 8 a.m. and 5 p.m. to assure all reports have been accepted.           

2.4.3 Administrative Referrals

There are times when CANHU is contacted after hours with situations that do not meet criteria for a CA/N report or a Non-CA/N referral but do require a response from the county office prior to the next business day.  These administrative referrals will be called out to the on-call worker.  Examples of administrative referrals include, but are not limited to:

  • Residential facility personnel requesting permission to change medication for a child who is in the custody of the Children’s Division;
  • Hospital personnel requesting permission to admit a child who is in the custody of the Children’s Division;
  • Law enforcement official requesting to speak to the on-call worker regarding a report they are co-investigating;
  • Child Protective Services from other states requesting a “courtesy” contact in Missouri;
  • Foster parent requesting an immediate consultation regarding a child placed in their care;
  • Police dispatcher requesting a Children’s Division worker to assist law enforcement, and dispatcher has no names, address, or allegation of CA/N.