SWI 1.2 Phone Calls by Hold Time, Handled, and Abandoned FY2014-2023

Statewide Intake serves as the “front door to the front line” for all DFPS programs. As the

central point of contact for reports of abuse, neglect and exploitation of vulnerable Texans, SWI staff are available 24 hours a day, 7 days per week, 365 days per year.

SWI is the Centralized point of intake for child abuse and neglect, abuse, neglect or exploitation of people age 65 or older or adults with disabilities, clients served by DSHS or DADS employees in State Hospitals or State Supported Living Centers, and children in licensed child-care facilities or treatment centers for the entire State of Texas.

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.

NOTE: Past Printed Data Books also included EBC, Re-Entry and Support Staff in all queues total.

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:

2010    11.4 minutes

2011    11.4 minutes

2012      8.7 minutes

2013      8.7 minutes

2014      8.7 minutes

2015      8.7 minutes

2016      7.2 minutes

2017    10.5 minutes

2018    12.0 minutes

2019      9.8  minutes

Visit dfps.state.tx.us for information on all DFPS programs

Querying over HTTP

Splitgraph serves as an HTTP API that lets you run SQL queries directly on this data to power Web applications. For example:

curl https://data.splitgraph.com/sql/query/ddn \
    -H "Content-Type: application/json" \
    -d@-<<EOF
{"sql": "
    SELECT *
    FROM \"texas-gov/swi-12-phone-calls-by-hold-time-handled-and-xgwf-vith\".\"swi_12_phone_calls_by_hold_time_handled_and\"
    LIMIT 100 
"}
EOF

See the Splitgraph documentation for more information.