Rule-Making Standards and Procedures s15

Title of Proposed Rule: Colorado Child Abuse and Neglect Hotline Pursuant to H.B. 13-1271

Rule-making#: 14-9-3-1 Office/Division or Program: Rule Author: Jomar White Phone: 303-866-2304 Office of Children, Youth and E-Mail: Families/ Division of Child [email protected] Welfare

(as amended 11/7/14) STATEMENT OF BASIS AND PURPOSE

Summary of the basis and purpose for the rule or rule change. (State what the rule says or does, explain why the rule or rule change is necessary and what the program hopes to accomplish through this rule.)

Section 26-5-111, C.R.S., requires the creation of a statewide child abuse and neglect reporting hotline system and authorizes rule-making to outline standards to promote consistency in hotline and screening practices throughout the state. Accordingly, the purpose of these proposed rules is to implement legislation pursuant to H.B. 13-1271 and to establish operations of the statewide child abuse and neglect hotline reporting system, which will go live on January 1, 2015.

These rules establish procedures to ensure that all calls routed through the Colorado Child Abuse and Neglect Hotline are answered by a live person; that all reports and inquiries received throughout the state are thoroughly documented in the state automated case management system; that calls, reports, and inquiries are quickly transferred to the county departments that are responsible for decision-making; and, that there is more consistency of call data collection to assess where more supports and resources may be needed throughout the state.

An emergency rule-making (which waives the initial Administrative Procedure Act noticing requirements) is necessary:

to comply with state/federal law and/or to preserve public health, safety and welfare

Explain: Authority for Rule: State Board Authority: 26-1-107, C.R.S. (2013) - State Board to promulgate rules; 26-1-109, C.R.S. (2013) - state department rules to coordinate with federal programs; 26-1-111, C.R.S. (2013) - state department to promulgate rules for public assistance and welfare activities.

(continued)

Initial Review 10/03/2014 Final Adoption 11/07/2014 Proposed Effective Date 01/01/2015 EMERGENCY Adoption N/A

DOCUMENT 2

______[Note: “Strikethrough” indicates deletion from existing rules, “all caps” indicates addition of new rules, and brackets denote changes since initial review.]

1 Title of Proposed Rule: Colorado Child Abuse and Neglect Hotline Pursuant to H.B. 13-1271

Rule-making#: 14-9-3-1 Office/Division or Program: Rule Author: Jomar White Phone: 303-866-2304 Office of Children, Youth and E-Mail: Families/ Division of Child [email protected] Welfare

STATEMENT OF BASIS AND PURPOSE (continued)

Program Authority: (give federal and/or state citations and a summary of the language authorizing the rule-making) 26-5-111(1)(a)(II), C.R.S. (2013) – “Authorize rule-making by the State Board to ensure that there are standards for the consistent screening, assessment, and decision-making in response to reports of known or suspected child abuse and neglect and to inquiries made to a county department or to the hotline system”.

26-5-111(4), C.R.S. (2013) – the state board is authorized to adopt rules, based upon the recommendations of the child abuse hotline steering committee, and may revise rules, as necessary, including, but not limited to: type of technology, operation of the hotline system, standards and steps for information and referral and how an inquiry is routed, routing of the initial report, process for county option to have the state receive the reports, standardized training and certification, consistent screening process, consistent decision-making and steps for the county to following acting on a report or inquiry or when to take no action.

Does the rule incorporate material by reference? Yes X No Does this rule repeat language found in statute? If yes, please explain. Yes X No

The program has sent this proposed rule-making package to which stakeholders? The rules are based upon the recommendations of the Hotline Steering Committee, which approved the rules on August 22, 2014. The rules were also presented to the Child Welfare Sub-PAC, and we anticipate receiving comments from county stakeholders over the next couple of weeks. We’re also presenting these rules to the Child Protection Task Group on September 12, 2014.

Attachments: Regulatory Analysis Overview of Proposed Rule Stakeholder Comment Summary

Rule-making#: 14-9-3-1 Office/Division or Program: Rule Author: Jomar White Phone: 303-866-2304 Office of Children, Youth and Families/ Division of Child Welfare

REGULATORY ANALYSIS (complete each question; answers may take more than the space provided)

1. List of groups impacted by this rule: Which groups of persons will benefit, bear the burdens or be adversely impacted by this rule?

Colorado’s children, families, and reporters of child abuse and neglect will benefit the most from the proposed rules. Research by the Hotline Steering Committee in September 2013 revealed inconsistencies throughout the state in callers’ ability to reach a live call taker. These proposed rules require that all calls to the Colorado Child Abuse and Neglect Hotline are answered by a live person.

Counties with limited staff resources will also benefit in that the proposed rules allow counties to request another county department or the Hotline County Connection Center to receive reports and inquiries on their behalf. Trained and certified hotline workers at the other county department or the Hotline County Connection Center will interview callers, gather information, and thoroughly document reports and inquiries, which will be quickly transferred to the requesting county for initial review and decision-making. This option allows staff at the county with limited staff resources to focus more on casework responsibilities.

The statewide hotline system has been designed to allow as much flexibility for counties as possible. Counties will benefit from the flexibility because they will be able to opt to integrate with the system in such a way that minimally impacts their existing hotline business processes or in a manner that requires some modifications to their hotline business processes. The Department’s Hotline System Manager is in the process of meeting with counties individually to understand their hotline business processes, explain the statewide hotline system’s technology, and assist them in identifying a solution that best meets the needs of their county. If a county chooses to route calls through the system in such a manner that call data is not collected through the statewide hotline system, the proposed rules require the county department to submit monthly data reports designated by the State Department. This may increase their staff’s workload to compile the data and complete the reports required by the State Department.

All counties may be adversely impacted by the requirement to document all reports and inquiries in the state automated case management system. Currently, county departments are only required to document reports of child abuse and neglect; however, Section 26-5-111(4)(b), C.R.S., authorizes rules to require “central record- keeping and tracking of reports and inquiries statewide.” This will increase workload for county staff; however, CDHS has taken steps to mitigate the workload increase by the following actions:

● Development of a new web-based Trails Hotline Application, which is a more user friendly application for county workers. Documenting inquiries in the new Trails Hotline Application will be quick, easy, and simple.

● Distribution of approximately $2.8 million in additional funding for counties to implement the Hotline Steering Committee’s recommendations and build capacity to address a probable increase in call volume.

● Additional services available through the Hotline County Connection Center including Telephone Answering Services (filter calls, document, and forward child welfare related calls to the county) and Information Gathering Services (take reports and send documentation to county) if requested by county departments and approved by CDHS’ Executive Director.

REGULATORY ANALYSIS (continued)

2. Describe the qualitative and quantitative impact: How will this rule-making impact those groups listed above? How many people will be impacted? What are the short-term and long-term consequences of this rule?

The proposed new Sections 7.102.1, B, and 7.102.1, C, will have the largest impact on county departments. The Hotline Steering Committee’s survey of the counties, conducted in September 2013, shows that when all lines are busy, callers get busy signals in seven counties; and in twenty three counties, callers hear a variety of different recordings. Some recordings ask callers to wait for the next available call taker; some say hang-up and call another number; and others ask callers to leave a voice message. After normal business hours and on holidays, callers hear announcements to hang-up and call another number in approximately twenty six (26) counties. The proposed rule at Section 7.102.1, B, seeks to eliminate these situations by requiring county departments to make arrangements to ensure that callers can reach a live person. There is considerable flexibility in the proposed rule that aligns with existing county call-handling practices. Routing technology through the hotline system, additional funding, and possible assistance through the Hotline County Connection Center will also help to mitigate the impacts of this proposed rule.

As discussed in the response to question 1, the requirement to document all reports and inquiries in the state automated case management system (7.102.1, C) will increase county workload. Approximately two hundred (200) county workers may be impacted by this rule. Unfortunately, it is difficult to accurately assess statewide impact of this rule as there is very limited statewide data available related to child abuse and neglect hotline operations.

Denver and Jefferson Counties are among the few counties that have telephone systems that collect and report call data. In 2013, Jefferson County received 18,683 calls on its child abuse hotline. In all of those calls, only 7,403 referrals were generated and documented in the state automated case management system. In the same year, Denver handled a total of 20,181 calls; however, 9,604 referrals were generated and documented in the state automated case management system. The proposed rule, as authorized by statute, will require both counties to maintain some level of documentation about all calls that are received on their child abuse hotlines. Please refer to the response to question 1 for the steps CDHS has taken to mitigate the impact of the proposed requirement.

The short term consequence of these rules will be an increased workload for county staff. Also, there may be a need to modify some of their hotline business processes depending on how counties choose to integrate into the statewide hotline system. The long term consequence of these rules is similar to the short term consequences; however, the State Department will be able to better ascertain where supports are needed across the state with data collected through the hotline system and reports submitted by county departments pursuant to the proposed rule 7.102.1, D.

3. Fiscal Impact: For each of the categories listed below explain the distribution of dollars; please identify the costs, revenues, matches or any changes in the distribution of funds even if such change has a total zero effect for any entity that falls within the category. If this rule-making requires one of the categories listed below to devote resources without receiving additional funding, please explain why the rule-making is required and what consultation has occurred with those who will need to devote resources.

REGULATORY ANALYSIS (continued)

State Fiscal Impact (Identify all state agencies with a fiscal impact, including any Colorado Benefits Management System (CBMS) change request costs required to implement this rule change)

The Department was appropriated approximately $4.6 million in funding to cover the anticipated costs of the hotline system. Part of this funding has been distributed to the Governor’s Office of Information Technology to cover costs they will incur to assist in the implementation of the statewide hotline system.

County Fiscal Impact

The State Department has allocated approximately $1.4 million for counties to build capacity to implement the Hotline Steering Committee’s recommendations and address any increase in call volume as a result of the public awareness campaign that will accompany the launch of the statewide hotline system. Additionally, the Child Welfare Services Block Appropriation was increased by approximately $1.4 million to address a probable increase in demand for child welfare services as a result of the public awareness campaign.

Federal Fiscal Impact

Other Fiscal Impact (such as providers, local governments, etc.)

4. Data Description: List and explain any data, such as studies, federal announcements, or questionnaires, which were relied upon when developing this rule?

The following data informed the development of these rules: ● Hotline Steering Committee Survey of County Hotline Practices (published November 8, 2013) ● 2013 Call Data from Denver, Larimer, and Jefferson counties

5. Alternatives to this Rule-making: Describe any alternatives that were seriously considered. Are there any less costly or less intrusive ways to accomplish the purpose(s) of this rule? Explain why the program chose this rule-making rather than taking no action or using another alternative.

No alternatives were considered because H.B. 13-1271 authorized rules governing the operations of the statewide hotline system. The proposed rules are necessary for the implementation and operations of the statewide hotline system.

OVERVIEW OF PROPOSED RULE

Compare and/or contrast the content of the current regulation and the proposed change.

Section Numbers Current Regulation Proposed Change Stakeholder Comment 7.000.2 Definitions Add definitions related to _X_ Yes _ No the Hotline 7.102.1 N/A Add county responsibilities _X_ Yes _ No 7.102.2 N/A Add Hotline County _X_ Yes _ No Connection Center responsibilities 7.102.3 N/A Add rules governing how _X_ Yes _ No counties can transfer their hotline responsibilities

STAKEHOLDER COMMENT SUMMARY

DEVELOPMENT

The following individuals and/or entities were included in the development of these proposed rules (such as other Program Areas, Legislative Liaison, and Sub-PAC):

Please see the attached document entitled “Stakeholder Engagement” listing participants and reviewers. All feedback was used to draft the rules.

THIS RULE-MAKING PACKAGE

The following individuals and/or entities were contacted and informed that this rule-making was proposed for consideration by the State Board of Human Services:

The rules are based upon the recommendations of the Hotline Steering Committee, which approved the rules on August 22, 2014. The rules were also presented to the Policy Advisory Committee (PAC), the Child Welfare Sub-PAC, and the Child Welfare Executive Leadership Council; and we anticipate receiving comments from county stakeholders over the next couple of weeks. We’re also presenting these rules to the Child Protection Task Group on September 12, 2014.

Are other State Agencies (such as Colorado Department of Health Care Policy and Financing) impacted by these rules? If so, have they been contacted and provided input on the proposed rules?

X Yes No

The Trails team of the Governor’s Office of Information Technology will be impacted by these rules. One of Trails’ Business Analysts attended the Hotline Steering Committee’s Rule Subcommittee meetings as the rule recommendations were being developed. Also, the Trails team’s Project Manager is a regular attendee of the Hotline Steering Committee and was present when the attached rules were presented, revised, and approved by the steering committee.

Have these rules been reviewed by the appropriate Sub-PAC Committee?

X Yes No

Date presented _September 4, 2014__. Were there any issues raised? _X_ Yes ____ No

If not, why.

STAKEHOLDER COMMENT SUMMARY (continued)

Comments were received from stakeholders on the proposed rules:

X Yes No

If “yes” to any of the above questions, summarize and/or attach the feedback received by specifying the section and including the Department/Office/Division response. Provide proof of agreement or ongoing issues with a letter or public testimony by the stakeholder.

[Summary of Stakeholder Feedback

On afternoon of October 2, 201, Martha Johnson of La Plata County Department of Human Service sent the following note:

Hi, Judy and Jomar – La Plata County has three comments about the proposed Hotline rules, as sent out via email on 9/25/14.

1. 7.102.1(E)(1) – Providing these reports to the State on the first business day of the following month will be challenging if the county has to complete calculations on information that was gathered over the previous 31 days. We suggest that the reports be due to the State no later than the first business day of the following month.

2. 7.102.3(D) and (F) – Both of these rules require counties to enter information in the state automated case management system within one hour. As we have discussed in a variety of meetings, not all county staff have access to Trails after hours, depending on where they live and the technology available. We suggest that the information be transferred through personal contact within one hour and through the state automated cast management system within one business day.

3. 7.102.3(E) and (G) – Both of these rules state that the receiving county department shall confirm receipt of the inquiry through the state automated case management system within one hour of receipt. We have two concerns with this proposed rule: (a) not all county staff have access to Trails after hours due to technology and geography; and (b) there is no way currently to confirm receipt of an inquiry through Trails. I believe that this capacity will be included in a future build, but it seems problematic to crate the rule before the technology is in place.

Thanks for your consideration. Martha

Martha, Paige Rosemond, and Jomar White met on Tuesday, October 7th to discuss La Plata’s feedback, the background context for some of the rules, and potential revisions to address La Plata’s concerns. We agreed to revise the monthly data report due date in 7.102.1(E)(2) to the third business day of the following month.

Regarding La Plata’s concerns about 7.102.3, we discussed the context of the rules and the conversations during Hotline Steering Committee meetings that shaped the rules’ language. 7.102.3 governs the transfer of hotline responsibilities to the Hotline County Connection Center or another county department. Only counties that enter into agreements to transfer their hotline responsibilities will be impacted by these rules. 8 Title of Proposed Rule: Colorado Child Abuse and Neglect Hotline Pursuant to H.B. 13-1271

As the hotline responsibilities only pertain to taking and documenting reports of child abuse and/or neglect, it’s imperative that those referrals are passed in a timely manner to the county department, which must conduct an initial review of the referral to determine if it requires immediate response or can go through the county’s’ RED team process. To address concerns of consistent Trails access, the Hotline Steering Committee suggested rule language that allows counties the option of confirming receipt of information either through personal contact or the state automated case management system. Lastly, we discussed the new Trails Hotline Application and explained that the modifications related to these rules will be operational by January 1, 2015.

Martha agreed to the necessity of a timely flow of information between counties and/or the Connection Center in these agreements and concurred with the Hotline Steering Committee’s rule language.]

9 Stakeholder Engagement

The following individuals participated in the Hotline Steering Committee’s rules subcommittee that developed the rule proposals:  Megan Davis, Boulder County  Laura Solomon, CDHS Division of Child Welfare –  Sue Nichols, CDHS – Administrative Review Division Child Protection  Shirley Rhodus, El Paso County  Commissioner Julie Westendorff, La Plata County  Jill Ruttenberg, Larimer County  Jomar White, CDHS – OCYF  Mimi Scheuermann, CDHS Division of Child Welfare - Training

The follow individuals were present at the August 22nd Hotline Steering Committee meeting where the proposed hotline rules were presented, revised, and approved:  Lisa Ault, Sedgwick County  Lanie Meyers-Mireles, Prowers County  Les Cowger, CDHS – Division of Child Welfare  Sue Nichols, CDHS- Administrative Review  Commissioner Thomas Davidson, Summit County Representative  Megan Davis, Boulder County  Robin Overmyer, Weld County  Matt Dodson, Archuleta County  Shirley Rhodus, El Paso County  Commissioner Cindy Domenico, Boulder County  Donna Rohde, Otero County  Betty Donovan, Gilpin County  Paige Rosemond, CDHS- DCW  Lucille Echohawk, Denver Youth and Family  Ann “Mimi” Scheuermann, CDHS – Division of Child Resource Center Welfare  Katie Facchinello, CDHS – OCYF  Karen Silveski, Jefferson County  Jack Hilbert, CDHS – Division of Child Welfare  Robin Smart, JBC staff  Mahesh Karekar , OIT  Jerri Spear, Elbert County  Commissioner Kevin Karney, Otero County  Nan Sundeen, Pitkin County  Dave Long, Logan County  Jonathan Sushinsky, CDHS - Division of Child  Dan Makelky, Douglas County Welfare  Kim Mauthe, Teller County  Cheryl Ternes, Arapahoe County  Penny May, Denver County  Michael Vente, CDHS – OCYF  Victoria McVicker, SafeHouse Denver  Gail Waggoner, OIT-EPPMO  Angela Mead, Larimer County  Emily Wengrovius, CDHS  Mary Alice Mehaffey, CDHS – Division of Child  Jomar White, CDHS – OCYF Welfare

[The follow individuals were present at the September 26th Hotline Steering Committee meeting where the proposed hotline rules were revised based on stakeholder feedback and and approved:  Lisa Ault, Sedgwick County  Penny May, Denver County  Mary Berg, Jefferson County  Angela Mead, Larimer County  Jennifer Brown, El Paso County  Mary Alice Mehaffey, CDHS – Division of Child  Renee Brown, Gunnison/Hinsdale Counties Welfare  Commissioner Wendy Buxton-Andrade, Prowers  Lanie Myers-Mireles, Prowers County County  Sue Nichols, CDHS – Administrative Review  Michael Cox, OIT Representative  Tara Czyzewski, efferson County  Robin Overmyer, Weld County  Commissioner Thomas Davidson, Summit County  Shirley Rhodus, El Paso County  Megan Davis, Boulder County  Ruby Richards, Douglas County  Matt Dodson, Archuleta County  Donna Rohde, Otero County  Katie Facchinello, CDHS – OCYF  Paige Rosemond, CDHS- DCW  Allan Gerstle, Ouray/San Miguel Counties  Ann “Mimi” Scheuermann, CDHS – Division of Child  Josie Harriman, Huerfano County Welfare  Jack Hilbert, CDHS – Division of Child Welfare  Commissioiner Norm Steen, Teller County  Mahesh Karekar , OIT  Stephanie Villafuerte, Rocky Mountain Children’s 10  Commissioner Kevin Karney, Otero County Law Center  Peg Kircher, Logan County  Gail Waggoner, OIT-EPPMO  Julie Krow, CDHS, OCYF  Commissioneri Julie Westendorff, La Plata County  Rudy Martinez, Pueblo County  Jomar White, CDHS – OCYF  Kim Mauthe, Teller County  Ann Williams, CDHS, Divisoin of Child Welfare  Victoria McVicker, SafeHouse Denver  Yvette Yeon, Arapahoe County]

11 (12 CCR 2509-1)

7.000.2 Definitions [Rev. eff. 1/1/15]

“Child Abuse and Neglect Reporting Hotline System” or “the hotline system” is the telephone system that:

A. Routes calls that are received through the toll-free, statewide child abuse and neglect hotline or county dedicated child abuse and neglect reporting telephone lines to the applicable entity responsible for accepting a report of child abuse and/or neglect, or the applicable entity responsible for responding to an inquiry;

B. Records calls; and,

C. Captures call data including but not limited to call volume, average call wait time, and average call duration.

“Dedicated Child Abuse and Neglect Reporting Telephone Line” is a county department telephone number that is used to receive calls related to child abuse and/or neglect. Calls to county departments’ dedicated child abuse and neglect reporting telephone lines will be routed through the statewide hotline system for recording and data collection purposes and routed to the county departments’ hotline workers.

“Hotline County Connection Center” is an entity contracted by the State department to route calls to county departments, and at county departments’ request subject to the approval of the State department’s Executive Director, receive reports and inquiries on their behalf.

“Inquiry” means a request for information or for specific services.

“Personal Contact” is a method of contact in which two people exchange information in person or through live communication either via telephone or other emerging communications technology.

“Report” means an initial report of known or suspected child abuse or neglect.

“Toll-free, Statewide Child Abuse and Neglect Hotline” is the telephone number that is advertised to the public as a place for reporting known or suspected child abuse and/or neglect.

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12 (12 CCR 2509-2)

7.102 (Reserved for Future Use) HOTLINE REQUIREMENTS

The establishment of a statewide child abuse and neglect reporting hotline system is intended to provide an additional resource for the public to make an initial report of suspected or known abuse and/or neglect.

7.102.1 COUNTY HOTLINE RESPONSIBILITIES

A. County departments shall establish a dedicated child abuse and neglect reporting telephone line to receive calls from the statewide child abuse and neglect reporting hotline system.

B. County departments shall ensure that all calls received through the statewide child abuse and neglect reporting hotline system will be answered by a live person designated by the county, which may include county staff, local law enforcement, the Hotline County Connection Center, and/or an answering service.

C. County departments shall ensure that any county department staff that responds to inquiries regarding child abuse and/or neglect or gathers information for reports of child abuse and/or neglect are trained and annually certified according to the requirements outlined in Section 7.603 (12 CCR 2509-7).

D. County departments shall ensure that all reports and inquiries received through the [statewide child abuse and neglect reporting hotline system] are documented in the state automated case management system as defined in Section 7.103.9.

E. When county departments select a routing method in the statewide child abuse and neglect reporting hotline system that prevents call data from being collected by the hotline system, county departments shall provide the State department with designated monthly reports.

1. County Departments shall use a uniform template, provided by the State department, to report the following:

a. Call volume,

b. Average call duration; and,

c. Average wait time.

2. The monthly reports shall be due to the State Department [by the third] business day of the following month.

7.102.2 HOTLINE COUNTY CONNECTION CENTER RESPONSIBILITIES

A. Hotline County Connection Center staff [shall] be continuously available twenty-four (24) hours a day, seven (7) days a week to receive and immediately route hotline calls to the appropriate county department.

[The appropriate county department shall be determined by the following criteria in order of priority:

1. Residence of the child;

2. Current location of the child; or,

3. Incident location.] 13 B. All Hotline County Connection Center staff shall be trained and annually certified according to the requirements outlined in Section 7.603 (12 CCR 2509-7).

C. Hotline County Connection Center staff [shall] ensure that all hotline calls are documented in the state automated case management system.

1. When requested by a county department and approved by the [county’s Board of County Commissioners and the Department’s] Executive Director, Hotline County Connection Center staff shall gather and document all information concerning intrafamilial, institutional, and third party reports of abuse and/or neglect as defined in Sections 7.101, 7.103.1, and 7.103.2.

[2. Hotline County Connection Center staff shall determine the appropriate county department for reports concerning intrafamilial, institutional, and third party abuse and/or neglect as defined in Sections 7.103.11 and 7.103.21.]

7.102.3 TRANSFER OF HOTLINE RESPONSIBILITIES

A. County departments may request the Hotline County Connection Center to receive reports and inquiries from the child abuse and neglect reporting hotline on behalf of the county department subject to the Board of County Commissioners’ approval and subsequent approval by the State Department’s Executive Director. The request must be submitted in writing and approved by the State Department prior to implementation.

B. In the event of a natural disaster or other emergency situation in which county departments cannot receive reports or inquiries from the statewide child abuse and neglect reporting hotline system, county departments may request that the Hotline County Connection Center receive their reports or inquiries, until they are able to resume normal operations, by contacting the State Department’s Executive Director or his/her designee.

C. County departments may request another county department to receive reports and inquiries from the statewide child abuse and neglect reporting hotline system on behalf of the county department subject to the Board of County Commissioners’ approval. Documentation of agreement from both county departments must be submitted to the State Department’s Executive Director or his/her designee prior to implementation.

Reports and inquiries taken by a county department or the Hotline County Connection Center on behalf of another county department must follow the requirements defined in Sections 7.101, 7.101.1, 7.103.1, and 7.103.2.

D. When the Hotline County Connection Center or another county department enters a report [or inquiry of child abuse and/or neglect] into the state automated case management system on behalf of another county department, it shall transfer the [report or inquiry referral] to the appropriate county department through personal contact and the state automated case management system within one hour after the call is completed.

[The appropriate county department shall be determined by the following criteria in order of priority:

1. Residence of the child;

2. Current location of the child; or,

3. Incident location.]

E. When a county department receives referrals [of child abuse and/or neglect] from the Hotline County Connection Center or another county department, the county department shall confirm receipt of the referral within one hour through personal contact or the state automated case management system.

14 F. When the Hotline County Connection Center or another county department enters an inquiry into the state automated case management system on behalf of another county department, they shall transfer the inquiry to the appropriate county department as follows:

1. Inquiries regarding child abuse and/or neglect or inquiries regarding families involved in an open child welfare case shall be transferred to the appropriate county department through personal contact and the state automated case management system within one hour after the call is completed.

2. All other inquiries shall be transferred to the appropriate county department through the state automated case management system [by the close of the next business day within one hour after the call is completed].

G. When a county department receives an inquiry from the Hotline County Connection Center or another county department, the county department shall confirm receipt of the inquiry as follows:

1. Inquiries regarding child abuse and/or neglect or inquiries regarding families involved in an open child welfare case shall be confirmed through personal contact or the state automated case management system within one hour of receipt.

2. All other inquiries shall be confirmed through the state automated case management system [within twenty-four (24) hours of receipt by the close of the next business day.]

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