CHAPTER 5
Intake
I ntake is the first stage of the child protective
services (CPS) process and is one of the most
important decision-making points in the child
protection system. It is the point at which reports
of suspected child abuse and neglect are received.
Information gathered by caseworkers is used to
make decisions regarding safety (e.g., Is the child
at risk of imminent harm?), risk (e.g., What is the
likelihood that maltreatment will occur sometime in
the future?), and the type of CPS response required.
At intake, caseworkers also perform a critical public
relations function by responding professionally and
sensitively to the concerns raised by community
professionals and citizens, and by clarifying the role
of the agency regarding referrals of suspected abuse
or neglect. Referrals are accepted from all sources,
and each report is treated as a potential case of child
maltreatment.32
INTAKE PROCESS
Specific guidelines for conducting the intake
process vary from State to State and community to
community. In general, caseworkers must:
Gather sufficient information from the reporter
and agency records to be able to:
Identify and locate the children and the
parents or primary caregiver;
Child Protective Services: A Guide for Caseworkers
Determine if the report meets the statutory and
agency guidelines for child maltreatment;
Assess whether the child is safe;
Evaluate the motives of the reporter.
Provide support and encouragement to the
reporter by:
Explaining that the purpose of CPS is to
protect children and strengthen families;
Emphasizing the importance of reporting
and explaining the process in which the
report will be tracked;
Describing the types of cases accepted by
CPS as well as the types of information
needed from the reporter;
Responding sensitively to the fears and
concerns of the reporter;
Discussing the States regulations regarding
confidentiality, including the circumstances
under which a reporters identity may be
revealed (e.g., if required by court action in
a particular case).
Handle emergency situations such as:
Calming the caller;
Determining how to meet the immediate
needs of the child and family being reported.
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 Check agency records and the States central
registry (if appropriate) to determine if the
family or child is known or has been reported
to the agency previously.
Gathering Information from Reporters
The more comprehensive the information provided
by the reporter, the more experienced caseworkers
are able to determine the appropriateness of the
report for CPS intervention; whether the child is
safe; and the urgency of the response needed. State
and local child protection agencies have guidelines
for information-gathering at intake. In general,
caseworkers should obtain information on:
The contact information for the child
and family, which helps to locate the child
and family and determine if the child is at
immediate risk of harm;
The alleged maltreatment, including type,
nature, severity, chronicity, and where it
occurred;
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The child, including the childs condition and
behavior, which helps in evaluating whether the
child is in immediate risk of harm or danger
and determining the urgency and type of the
response;
The parent or caregiver, including their
emotional and physical condition, behavior,
history, view of the child, child-rearing practices,
and relationships outside the family;
The family, including family characteristics,
dynamics, and supports.
Exhibit 5-1 presents more detailed information that
should be collected from the reporter within each of
these areas. Although not every reporter will have all
the information described, it is important to attempt
to gather it to guide the investigation and ensure the
appropriate decisions at intake. This may be the only
opportunity the agency has to talk with the reporter.
Intake