As of Thursday, the Tennessee child abuse hotline was open 24 hours a day and seven days a week, according to the Tennessee Department of Children’s Services.
That is changing.
Starting this weekend, members of the public who call the hotline on Saturdays and Sundays will hear an automated recording instructing callers to make a report through the agency’s website, according to a Thursday news release.
For any referral that requires an emergency response, callers will be prompted to immediately contact law enforcement or 911, agency spokesperson Ashley Zarach said by email.
Specifically, the hotline will be closed and play the recording from Fridays at 11 p.m. CST to Sundays at 11 p.m. CST, the news release said.
Announcing the change Thursday, the Department of Children’s Services said it was trying out an online-only reporting system during the weekend as part of an effort to increase efficiency and reduce long wait times for callers.
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The change will allow staff working the hotline on weekends to better handle emergency referrals from law enforcement and medical personnel, Zarach said.
Those calls from emergency personnel will still be answered during weekend hours via the dedicated law enforcement and medical phone line, Zarach said. Such calls often involve life-threatening situations that require immediate response, she said.
“In many cases, calls from the public (which are typically non-emergency referrals) are placed on hold while our intake specialists are tied up with law enforcement/medical staff referrals,” Zarach said. “In addition, the intake process for a child abuse referral includes a series of more than 50 questions requiring detailed information. This process can take quite a while to complete over the phone. Prompting members of the public to use the online portal will allow them to provide details of the alleged abuse/neglect in their own words.”
Zarach said the trial was occurring while the agency works to fill open positions for the hotline.
(READ MORE: Class action complaint accuses Tennessee DCS of abusing disabled children)
In November, the hotline received more than 7,200 reports of suspected child abuse or neglect, the agency said.
The hotline number is 877-237-0004.
Contact Andrew Schwartz at aschwartz@timesfreepress.com or 423-757-6431.