Hotline Standards and Practices National Inquiry

DC is working to strengthen Hotline practices and with that wants to determine if our hotline staff are in line with any established professional standards for child welfare hotline staff around the country. If your state can shed some light on your Hotline practice standards we would greatly appreciate it.
• What are states’ educational and/or licensing requirements for hotline staff?
• Do any states have certification requirements for hotline staff? Are there certification requirements that focus on the softer skills/customer service? Interviewing?–As well as the more technical pieces?—screening, assessment entering the report into the system, timeliness, accuracy of the reports?
• What metrics do other states use to assess performance of hotline staff?
• What is the ratio of staff to call volume?
Email responses to jennifer.gillyard@dc.gov and roni.seabrook@dc.gov