By: Walle H.B. No. 712
A BILL TO BE ENTITLED
AN ACT
relating to employee caseload and call processing standards for the
provision of child and adult protective services.
BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS:
SECTION 1. Section 531.048, Government Code, is amended by
adding Subsection (d-1) to read as follows:
(d-1) Notwithstanding Subsection (d), the Department of
Family and Protective Services shall ensure that the average
caseload for the following categories of department caseworkers
does not exceed the number specified by this subsection:
(1) for investigative caseworkers, an average of 21
cases at any time;
(2) for caseworkers in the child protective services
division providing family-based safety services, an average of 18
cases at any time;
(3) for adult protective services specialists in the
adult protective services division providing services through
in-home programs, an average of 27 cases at any time,
notwithstanding Subsection (g); and
SECTION 2. Section 40.0528(a), Human Resources Code, is
amended to read as follows:
(a) Subject to Section 531.048, Government Code, the [The]
department shall develop and implement a staffing and workload
distribution plan for the child protective services program to:
(1) reduce caseloads;
(2) enhance accountability;
(3) improve the quality of investigations;
(4) eliminate delays; and
(5) ensure the most efficient and effective use of
child protective services staff and resources.
SECTION 3. Subchapter C, Chapter 40, Human Resources Code,
is amended by adding Section 40.0529 to read as follows:
Sec. 40.0529. ABUSE, NEGLECT, AND EXPLOITATION HOTLINE:
CALL PROCESSING STANDARDS. (a) With respect to the hotline
maintained by the department for purposes of receiving reports
under Section 261.103, Family Code, and Section 48.051, the
department shall ensure that:
(1) the average hold time for calls to the hotline does
not exceed eight minutes; and
(2) the call abandonment rate for each state fiscal
year does not exceed 25 percent.
(b) The executive commissioner by rule shall adopt the
methodology to be used to calculate the call abandonment rate
referred to in Subsection (a)(2).
SECTION 4. This Act takes effect September 1, 2011.