DCS: hotline handles large volume with fast response but more detail requested
DCS reported hotline volumes and screening outcomes, said about 100 operators staff the system, and committee members requested more granular data on screen-outs and regional call loads.
The full story
DCS staff reviewed hotline volumes, the screening process and call-center staffing. Committee members asked about screening criteria and whether some calls are neighbors or non-substantive reports that get screened out. Harmony Gist explained that a structured decision-making tool plus staff judgment determines screen-in decisions.
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