Maine OCFS Planning To Upgrade Maltreatment Intake Hotline

The Maine Office of Child & Family Services (OCFS) is planning to enhance its centralized child maltreatment intake hotline with a new telephone management system and new staffing in April 2019. The plan is focused on reducing the  rate of abandoned calls, which from January 1 through October 31, 2018 was about 20%. OCFS will also be able to more actively manage calls and provide comprehensive statistics and monitoring. The goal is to better respond to shifts in demand and improve call response time to answer virtually every call. In addition to replacing the intake hotline telephone management system, OCFS . . .