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SWI 1.2 Phone Calls by Hold Time, Handled, and Abandoned FY2016-2025
SWI is the single point of contact in Texas for mandated reporters and the public to report allegations of abuse, neglect, or exploitation for children and vulnerable adults. Reports are accepted via phone, internet, and mail/fax 24 hours a day, seven days a week by specialized staff trained to gather all necessary information to quickly assess the severity of a report to ensure urgent safety issues are prioritized, and to ensure that DFPS only investigates allegations that meet the definition of abuse or neglect under Texas law.
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.
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:
Fiscal Year 2016 7.2 minutes
Fiscal Year 2017 7.2 minutes
Fiscal Year 2018 8.5 minutes
Fiscal Year 2019 8.5 minutes
Fiscal Year 2020 9.8 minutes
Fiscal Year 2021 9.8 minutes
Fiscal Year 2022 7.4 minutes
Fiscal Year 2023 7.4 minutes
Fiscal Year 2024 7.4 minutes
Fiscal Year 2025 7.4 minutes
Visit dfps.state.tx.us for information on all DFPS programs
Resources
4 resources available
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Resource 1
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TEXT/CSV
Complete Metadata
| @type | dcat:Dataset |
|---|---|
| accessLevel | public |
| contactPoint |
{
"fn": "TX DFPS Data Decision and Support - Interactive Data Book",
"@type": "vcard:Contact",
"hasEmail": "mailto:no-reply@data.texas.gov"
}
|
| description | SWI is the single point of contact in Texas for mandated reporters and the public to report allegations of abuse, neglect, or exploitation for children and vulnerable adults. Reports are accepted via phone, internet, and mail/fax 24 hours a day, seven days a week by specialized staff trained to gather all necessary information to quickly assess the severity of a report to ensure urgent safety issues are prioritized, and to ensure that DFPS only investigates allegations that meet the definition of abuse or neglect under Texas law. 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. 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: Fiscal Year 2016 7.2 minutes Fiscal Year 2017 7.2 minutes Fiscal Year 2018 8.5 minutes Fiscal Year 2019 8.5 minutes Fiscal Year 2020 9.8 minutes Fiscal Year 2021 9.8 minutes Fiscal Year 2022 7.4 minutes Fiscal Year 2023 7.4 minutes Fiscal Year 2024 7.4 minutes Fiscal Year 2025 7.4 minutes Visit dfps.state.tx.us for information on all DFPS programs |
| distribution |
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|
| identifier | https://data.austintexas.gov/api/views/xgwf-vith |
| issued | 2020-04-16 |
| keyword |
[
"abuse neglect intakes",
"contact dfps",
"dfps",
"oidb",
"online data book",
"report abuse",
"statewide intake",
"swi"
]
|
| landingPage | https://data.austintexas.gov/d/xgwf-vith |
| modified | 2026-02-10 |
| publisher |
{
"name": "data.austintexas.gov",
"@type": "org:Organization"
}
|
| title | SWI 1.2 Phone Calls by Hold Time, Handled, and Abandoned FY2016-2025 |
