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Family Forum / Parenting / Spanking / November 2006Nevada CPS Hotline SNAFU
http://www.klas-tv.com/Global/story.asp?S=5647732 Video report at link as well Every call is recorded. In one case, an actual abuse report was put on hold for 5 minutes while the worker tookm a PERSONAL call. Alyson McCarthy, Reporter Report Reveals Problems in Child Abuse Hotline Nov 7, 2006 11:01 PM CST Report Reveals Problems in Child Abuse Hotline "It's better than I expected," said Tom Morton with Clark County Family Services to Reporter Alyson McCarthy. Clark County now knows what's wrong with its child abuse hotline and what needs to be done to fix it. Fifteen-hundred phone calls to the child abuse hotline were recorded and reviewed by an independent consultant in June and July of this year. "It's better than I expected," said Tom Morton, Clark County Family Services. The report revealed 18-percent of the calls -- that's about one in five -- were mishandled. And eight-percent of those were reports of suspected abuse or neglect that should have been followed up on but were not. "On the whole, we are not screening out calls that involve dangerous situations needing immediate investigation at the hotline level and that's encouraging, but it's concerning that the hotline is serving so many other purposes that it's taking away from its core mission," Morton said. Fewer than 10-percent of the calls coming over the hotline are even related to allegations of abuse and neglect. Most calls are from other county staff asking for referrals, miscellaneous information, even directions. And far too many calls -- one out of ten -- are personal. In one case cited, a hotline worker put a legitimate caller on hold for five minutes to take a personal call on another line. Morton says that's got to change. "Eliminate many of these extraneous calls to the hotline and bring it back to what it should be and that's a child abuse reporting hotline and not an information line," Morton said. In its conclusion, the hotline assessment outlines 12 very specific recommendations, five of which the county says it has already implemented. But all are designed to make the Child Protective Services hotline a first response to suspected child abuse and neglect in our community. Clark County Family Services is also in the process of recruiting 60 more CPS investigators, supervisors, and support staff -- to increase response times and decrease caseloads. > http://www.klas-tv.com/Global/story.asp?S=5647732 > [quoted text clipped - 56 lines] > more CPS investigators, supervisors, and support staff -- to increase > response times and decrease caseloads. Nono, Greg has a better method of reforming CPS programs. Don't give them money to hire more staff, for heaven's sake, sue sue sue. Right Greg? 0:-> Kane wrote > Nono, Greg has a better method of reforming CPS programs. Don't give > them money to hire more staff, for heaven's sake, sue sue sue. Only 10% of the calls are about reports. (And most of those are screened out) Another 10% are personal phone calls. That worker who put a report call on hold for a 5 minute personal call? Obviously more money needs to be spent to solve these problems. <g> ...."I'm gonna snip the pertinent parts of the post I'm responding to so that folks won't notice I'm lying out my a.s when I posted the following".... > Kane wrote >> Nono, Greg has a better method of reforming CPS programs. Don't give >> them money to hire more staff, for heaven's sake, sue sue sue. > > Only 10% of the calls are about reports. > (And most of those are screened out) Yeah, So? That's a problem with 911 too, stupid. It's not the responsibility of the people taking the calls. And since when are YOU complaining about calls being screen OUT when they are child abuse allegations? You pissants claim the vast majority are false allegations anyway, don't you Greg? > Another 10% are personal phone calls. Done on company time, or during breaks? It isn't a single phone line in, stupid. It's the phone on the worker's desk, and they should not have to get up and run for another phone to make an out call. Your reporter is jivin' yah, stupid. And misreporting. Every person working in that unit has their OWN phone line and calls are routed to them. That phone is there for MORE than just being a tool for when they receive a hotline call. Man you are dumb. > That worker who put a report call on hold for a 5 minute personal call? > > Obviously more money needs to be spent to solve these problems. <g> Actually, most likely, yes. If someone is so booked up a call cannot be transfered to another worker (they don't work alone, stupid...there is often 4 to 10 people in such offices taking the calls), then it may well be they had an emergency situation. YOU don't know, and neither does the reporter. They cherry picked something out of the document they were using to write their report...sleazy journalism at its best. Well, Greg the Wonder Puppy, let's take a look at the actual report you posted, eh? [[[ My comments as usual ]]] > http://www.klas-tv.com/Global/story.asp?S=5647732 > [quoted text clipped - 4 lines] > In one case, an actual abuse report was put on hold > for 5 minutes while the worker tookm a PERSONAL call. [[[ One instance, Greg? ONE instance out of 1,500 calls? We don't even know if it was an emergency or what. With the weather they get there from time to time I'd not be surprised. My guess is a supervisor may well have okayed that call, and very likely picked up the waiting call. But the reporter would love to have you think, knowing the public has its share of stupid ignorant gits like you, that it was some kind of offense. Shortage of personnel means that people put in overtime, get fewer breaks, and have overload, even in their own lives. ]]] > Alyson McCarthy, Reporter > Report Reveals Problems in Child Abuse Hotline [quoted text clipped - 12 lines] > and reviewed by an independent consultant in June and July of this > year. [[[ We can't even tell if that was the total numbers of calls taken, or just a set removed for review. AND you'll note, nowhere in this 'reporter's' story does it say how many staff there are for this service. ]]] > "It's better than I expected," said Tom Morton, Clark County Family > Services. The report revealed 18-percent of the calls -- that's about > one in five -- were mishandled. And eight-percent of those were > reports of suspected abuse or neglect that should have been followed > up on but were not. [[[ Do the math, dummy. ]]] > "On the whole, we are not screening out calls that involve dangerous > situations needing immediate investigation at the hotline level and > that's encouraging, but it's concerning that the hotline is serving so > many other purposes that it's taking away from its core mission," > Morton said. [[[ What's the phone attendant supposed to do, hang up on the caller? YOU'D be screaming YOUR little head off if that happened to you, Greg. You think YOU are the center of the universe, and often people that make unrelated calls to hot lines, and 911 think they are too. ]]] > Fewer than 10-percent of the calls coming over the hotline are even > related to allegations of abuse and neglect. Most calls are from > other county staff asking for referrals, miscellaneous information, > even directions. And far too many calls -- one out of ten -- are > personal. [[[ If they are overloaded, then they are not having time to make those calls that moms and dads so often have to make to deal with their own family life...that's what working for a living will do to you, Greg. Honest. We working folks wouldn't kid you slackers. ]]] > In one case cited, a hotline worker put a legitimate caller on hold for > five minutes to take a personal call on another line. Morton says > that's got to change. [[[ ONE case? Interesting. ]]] > "Eliminate many of these extraneous calls to the hotline and bring it > back to what it should be and that's a child abuse reporting hotline > and not an information line," Morton said. [[[ My guess? The reporter mixed these two issues together to bias the reader into false assumptions. ONE such private call, is not "extraneous" as in PLURAL, Greg. Juxtiposing unrelated but seemingly related issues to cause a false impression is ancient propaganda ploy. ]]] > In its conclusion, the hotline assessment outlines 12 very specific > recommendations, five of which the county says it has already [quoted text clipped - 5 lines] > more CPS investigators, supervisors, and support staff -- to increase > response times and decrease caseloads. [[[ And there is the tip off they've been understaffed. And when one is understaffed there ARE going to be errors, oversights, and problems in the system. Always has been. Always will be. CPS or ANY organization, stupid. ]]] Let me point something else out to you, stupid little git. The reporter pulled a fast one on you. YOU think this was the reporters "report," when if you look you'll find no such thing. It was a report by the STATE on a state agency, using a paid contractor, Greg. You suddenly have decided to support a critical report by someone SELF POLICING then? You turned over a new leaf? You are actually going to start dealing fairly with others? Fat fuckin' chance, you evil little pissant that tries to use others as lab rats for your failed methods. What a stupid little twit you are. But you serve that purpose well here. Now if only the real government reformers could figure out a way to be disassociated with such scum as you and your buddies. You give them a bad name. When are YOU going to win YOUR case by committing a crime, and using it to challenge the authority of the court, Greg? After all, if it's a winning strategy, why aren't you using it? What was that lady's name and email address by the way. I really think she should be in on this, don't you? Or are you afraid to have her see you here and how you really operate? You are a foul little rotten piece of sh.t, Greg. Nothing more. You'll USE parents at risk of losing their children to do YOUR experimental bullshit....you make them YOUR LAB RATS. How sick are you? 0:-> Kane complained about the REPORTER being biased rather than the independent consultant the reporter quoted. Kane tried to explain away the personal use by pointing out workers have phones at their desks. Usually these hotlines are statewide IN-WATS lines. It's not just a phone line. It's a very expensive special phone line. News story said > Fifteen-hundred phone calls to the child abuse hotline > were recorded and reviewed by an independent > consultant in June and July of this year. > Kane complained about the REPORTER being biased > rather than the independent consultant the reporter quoted. You are right, Greegor. The thought went through my mind but I felt one exposure per post would be too much for you to handle. Yes, you are right. It's very likely, as outsiders tend to do when running surveys and studies, they can miss some salient point about operations. I suspect the contractor did so. They might well assume, just as you and the reporter wants it to be assumed, that the "HOTLINE" is the single line coming in that everyone on duty is tied into and their phones won't work in other circumstances. Here's what I suspect. Having done my OWN invited observation (I knew the supervisor of the unit in the biggest such one in the state...which had FIVE such call centers) of Hotline operations, the people, the calls, the responses, the practices, I can and will tell you more than just a bit. One, the workers each have a desk, and on that desk is a phone. Two, they have periods of time they are THERE but not on duty unless there is an overload. They are required to do this. Thus they cannot just get up and take off to find another phone. Those "recovery" breaks are frequent but short. They MUST have them to do their work efficiently with minimum errors. Three: if the trunk line was being monitored and all calls monitored, Greg, I'd be damn surprized that only ONE worker made a private personal call that was recorded (something they have to be allowed to do or the system could go unmanned sufficiently at peak times...and they certainly DO have them...usually Friday, at 4:45 pm....a thrill a minute, trust me.) Four: when an Hotline call comes in, stupid, it does NOT go directly to an interviewer. It is evaluted, and rerouted as you have seen mentioned here in the article. ONLY if it is a child abuse allegation call is it then sent from the screener to an interviewer. Usually they trade off duties so they won't go nuttier than they get anyway from all the vicious crap they hear about. Five: Remember, I had worked as a student in 1980-81 for CPS in Oregon, so I knew what I was seeing when I did that observation. Some of the folks I saw I had known back in 81 in fact, and we did some catching up....ON THEIR IN-PLACE breaks. In fact, they had taken to not having them scheduled any more, but simply, if all lines were not in use, to simply take a break then. Their supervisor making the best use of their time. The ONLY time they were allowed to leave was for a restroom break, and lunch...and most took their lunch AT their desks, "just in case" the perverbial Fit Hit the Shan. You know sh.t. The contractor knew only a little bit more. And the reporter next to nothing. Compounding errors is what I read in that article, Greg. > Kane tried to explain away the personal use by > pointing out workers have phones at their desks. Explain away? What is that supposed to mean...that I didn't cry for the blood of overworked phone interviewers on the hot line? > Usually these hotlines are statewide IN-WATS lines. > It's not just a phone line. We KNOW what they are. What YOU don't know, is day to day operations and the efficient use of short staffed manpower. > It's a very expensive special phone line. Ho hum. So what? That does not change the human element, and the expense of it does not add staffing persons. > News story said > > Fifteen-hundred phone calls to the child abuse hotline > > were recorded and reviewed by an independent > > consultant in June and July of this year. Yep...and that line is a trunk. It divides out to phones on people's desk tops that are also independent of the independent trunk line. That allows calls to be made OUTGOING, and ties in the wider phone line system so that workers can, when they must, hook into a police line. And other emergency services. It also allows them to remain at their desks for long long hours to be ON CALL, as it were, even if they are taking a much needed break. Only a lazy assed non working fool like you would not have figured that out without my having to mention it. And the statement from the new story? It doesn't even say that all calls were recorded...just 1500 of them. In a two month period, trust me, 1500 calls is a drop in the bucket in a busy Hotline call center. Some highly urban, (that means a large population) not only have a central Hotline, but maintain a number of smaller Hotlines, so that if the main one goes down, calls can be routed to the other ones. They make it a point to have the phone company run their "lines" through separate substations (routing panels) so that if one goes out, all are not likely to go too. The smaller "hotlines"still are active though. Almost as "Hot" as the main one. There is just too much work for anyone to be able to wander away to go to the john any old time or sip coffee in the break room. CPS employes don't even usually SEE these people as they are specially housed and it's one hell of a boiling mess much of the day on into the evening. Jokes about bladder control are common ways to break the tension in a Hotline call center, stupid. And it's rare anyone leaves their desk for lunch. In fact, they trade that off as well. There is always more people in the room than out of the room at any given time during the work shift. There has to be. There is NO predicting when the call frequency will pick up or slack off. You couldn't handle ten minutes of it, you cowardly self indulgent little pissant. Get a real job, instead of your fake child care bullshit. 0:-> You know, businesses all over have IN WATS lines and staff who cover them. Miraculously though, they are not all up for sainthood! But the folks at the CPS hotlines are like the heroes of Kane's revolution. You should sing songs about them in Russian, Kane. > > Kane complained about the REPORTER being biased > > rather than the independent consultant the reporter quoted. [quoted text clipped - 128 lines] > > Get a real job, instead of your fake child care bullshit. |
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