Answers to Questions

CHILD ABUSE LINE

In reply to the Hon. J.S.L. DAWKINS (14 November 2007).

The Hon. CARMEL ZOLLO (Minister for Emergency Services, Minister for Correctional Services, Minister for Road Safety, Minister Assisting the Minister for Multicultural Affairs): The Minister for Families and Communities has provided the following information:

The average call waiting time is four minutes. However, this can obviously be longer when call volume increases. The need to manage a large volume of sensitive calls for assessment for Families SA intervention and the development by Families SA of a new model for the Care and Protection System, have led to considerable analysis of the call management processes and work practices at the CARL over the past 12 months.

The volume of calls to CARL is highly variable. The peak time for call volume is between 2pm and 4pm weekdays, during which time the highest assignment of staff answering calls is made.

Expert advice was sought on improvements to CARL's call handling processes and the use of improved telephone systems.

Changes that are about to be implemented include:

The adoption of skills-based routing, to allow calls to be taken by the most appropriate social worker/team.

The introduction of a 'hold script' so that when callers are on hold they will be provided with helpful and informative information.

Callers to be advised what number they are in the queue.

The expansion of E-CARL, an electronic child protection notification system, to SAPOL personnel. SAPOL are the second highest notifier group after teachers. The aim of this is to provide alternative means of notification other than telephone to a large notifier group.

The development of a CARL portal on the DFC website to assist notifiers with information regarding notifying abuse.

Further consideration will be given to the adoption of call centre methods to manage calls, for example when sudden or unexpected peaks in caller volume occur.