Missouri's abuse hot line gets calls at twice the national rate

ST. LOUIS -- As Missouri considers reforming its child-welfare system, some wonder whether the system is spreading itself too thin and could serve children better by narrowing its scope.

They cite the sheer volume of calls to Missouri's child abuse hot line and the required response.

The state's rate of child abuse hot line calls is twice the national rate, and its child-welfare workers are required to respond to a broader range of allegations than many other states' agencies.

For years, Missouri officials have boasted that the state casts a wide net when it checks on the safety of children.

Now, some challenges to that record are coming from critics both in and outside the Division of Family Services.

"Our gate is open so wide that it's difficult for workers in the field to respond," said James Harrison, the state's assistant deputy director of children's services.

Missouri's high volume of hot line calls could be explained by a highly publicized toll-free number or the efforts of mandated reporters such as doctors and teachers. Others say the high volume likely has more to do with the fact that the state accepts calls that others would discard.

Missouri's hot line, for example, takes in reports dealing with a child skipping school.

Last year, nearly a third of the 104,000 hot line calls statewide were referrals that did not involve direct allegations of abuse or neglect. But they still took up staff time.

Caseworkers in most other states are sent on calls only when a supervisor believes there is a good chance that a child is in danger.

In Missouri, more severe calls are referred for investigation, while other families are offered preventive services.

But critics say that wastes state's resources because workers still are required to make contact with the family within 24 hours.

Thomas Morton, president of the Child Welfare Institute in Atlanta, said it is a laudable goal to reach as many children as possible through a hot line. But Missouri does not have enough prevention services to help the families it contacts, said Morton, a consultant to Missouri's child welfare system.

Last year, Missouri reported that of its more than 100,000 hot line cases, fewer than 40 percent ultimately were offered some form of sustained services.

"They are attempting to serve far more children than they have the resources to protect," Morton said.

Figuring out how to trim the state's investigative burden is tricky, because with each call comes the potential of serious abuse.

One option being debated in Jefferson City is refusing to accept anonymous calls, but critics say the move could cut off calls from people who have legitimate information.

State Auditor Claire McCaskill agreed that Missouri is overextending its child protection capabilities.

McCaskill concluded during an audit of Missouri's child welfare system that the system cannot sort the urgent abuse calls from the rest. She plans a second audit later this year.

Division of Family Services officials have taken issue with many of McCaskill's findings, and they say the state has beefed up its quality control measures since the first audit. Meanwhile, workers in local offices are receiving training that will help them more scientifically assess the risks facing their clients and set priorities for their time.

Harrison noted that the Division of Family Services is bound by state law. Scaling back, he said, is a decision that's in the hands of Missouri's policy leaders.