The Missouri Way Impact Series: Working to better our call centers
October 29, 2020
Greetings team members!
A big part of our goal as the State of Missouri is to continue to provide and care for our community, not just our own workforce.
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During the fiscal year of 2019, there were nearly 90,000 abuse and neglect investigations and family assessments involving children. As a government, we want to do anything we can to aid the children of our state.
Missouri’s Child Abuse and Neglect hotline answers over 154,000 a year, 24 hours a day and seven days a week. But in 2017, there were more than 53,000 deflects or busy signals. We as a state could not allow this to happen.
The Missouri Department of Social Services brought in a new operating system and worked to fix the issue. In the year of 2019, there were zero call deflects.
The department also added in a new online system, allowing people to make reports via computer or mobile device for easy access and bypassing wait times.
We are proud of the work DSS has done to make Missouri a better place for all of our citizens!
Chief Operating Officer
State of Missouri