DCFS is addressing concerns about response times at its Child Safety Response Center. Secretary Rebecca Harris says the department has received reports about delays in the ways that it receives complaints about child maltreatment. Harris says while the department strives to handle phone calls and online reports quickly, urgent situations should always be phoned in.
“The online tool is typically reserved for those instances that are not life threatening, not related to human trafficking, not related to sexual abuse,” Harris explained.
That said, Harris says the processing time for online reports, which had averaged more than 24 hours earlier this year, is now less than an hour. And hold times on the phone have also gone down significantly.
“When we look at the average across the year, that average is about nine minutes. Today, we’re at about two and a half minutes,” Harris said.
Harris says the health and welfare of children throughout the state is the top priority at the department.
“Know that you have incredible individuals, who care nothing less than to ensure safety and protection of our children, who are on the other end of that call,” Harris said.
