Customer Contact Center Food Stamp/Family Medicaid Phase II ...

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Call Center FS/FM SUCCESS PG October 24, 2007 Introduction to Training ❂ ❂ ❂ ❂ ❂ emergency ambulance services orthotic/prosthetic services whole blood limited psychological services limited dental services NOTE: The above list is not all-inclusive. The Medicaid provider has a comprehensive list of services covered by Medicaid. PG-23
Call Center FS/FM SUCCESS PG October 24, 2007 Introduction to Training Your Responsibility in Reporting Child Abuse or Neglect (ESS 3020) ALL DFCS EMPLOYEES ARE REQUIRED BY LAW TO REPORT CHILD MALTREATMENT OR SUSPECTED ABUSE. Even though your contact with a family may be limited to short office visits and telephone calls, you could observe or receive information that warrants a referral to child protective services. ANY SUSPECTED ABUSE OR NEGLECT MUST BE REPORTED. Your responsibility will be to report anything that you suspect is abuse. This includes but is not limited to the following: ‣ observing physical signs (ex., bruises, black eye) on a child during an interview ‣ observing abusive action during the interview ‣ someone discloses information during the interview ‣ someone discloses information during a telephone call IF IN DOUBT, REPORT - ALWAYS ERR ON THE SIDE OF THE CHILD CPS intake workers will screen all reports and determine whether to assign for investigation. ALL REPORTS SHOULD BE MADE VIA TELEPHONE CALL AND FOLLOWED UP IN WRITING AS SOON AS POSSIBLE If someone tells you of abuse during the interview or in a telephone call, connect them with the CPS intake unit at that time if possible. It is always best for the CPS worker to talk with the person who has the most knowledge. If you suspect the abuse, you need to call CPS. Always follow up in either situation with a Form 713 and route to CPS intake in your county. Keep a copy of the Form 713 for your record. If the child who is reported as being abused lives in another county, your CPS intake staff will follow up with notifying the correct county. INCLUDE AS MUCH INFORMATION AS POSSIBLE IN THE REFERRAL ‣ Child’s name, age and address (and current location, if different from address) ‣ Parent’s name, address and telephone number ‣ Reason for the referral (observation or information disclosed) ‣ Reporter’s name, address, telephone number and relationship to the problem. PG-24
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