Parent Assistance Hotline Utilization Report

              Parent Assistance
Hotline
UTILIZATION REPORT 1999
A Public Service of the Arizona Supreme Court
Legislative Background
Public discussion among community leaders, parents, and
professionals about the positive and negative aspects of Child
Protective Services (CPS) led to the introduction of the Parent
Assistance Hotline Program (PAHP) on 1-21-91; pursuant to
the Arizona Revised Statutes (ARS) Title 8-546.09 at the time,
now 8-808. A primary purpose of the program is providing
information to, and assisting parents or guardians in understand-ing
the process of removal of a child from the home. The follow-ing
information is included:
• A parent’s or guardian’s legal rights including the right to
attend court or Foster Care Review Board (FCRB) hearings
• The means for accessing personnel who can provide
information on:
1. The well being of the child removed from the home
2. Community resources which are available
• The procedures for requesting an attorney and a temporary
custody hearing, and the consequences for parents and
guardians, as a result of failing to make the request(s).
House Bill 2016 was signed into law in 1992, requiring that
CPS case managers distribute the Parent Assistance Hotline
Program (PAHP) brochure to parents/guardians when children
are removed from the home under any circumstance. In addi-tion
to this new requirement, the Hotline’s statewide toll-free
telephone number was added to the Temporary Custody Notice
(TCN). TCN’s are provided to parents and guardians when a
child is removed by CPS.
The intention of House Bill 2016 is to make parents and
guardians aware of:
• Their various rights
• The Parent Assistance Hotline service
In 1994, Senate Bill 1423 was signed into law, requiring
that CPS case managers give the PAHP brochure to parents or
guardians when CPS makes initial contact with a family.
Hotline program staff are prohibited from giving legal
advice, nor may they give out information which is regarded as
confidential about a specific child or case.
Number of Calls to the Hotline
Total Calls by Calendar Year
January 1 through December 31, 1999
Following is a breakdown of the number of calls by program
Parent Assistance Program Hotline....................3860
Confidential Intermediary Program (CIP) .........766
CourtHelp ...........................................................351
Foster Care Review Board (FCRB) .......................94
Court Appointed Special Advocate (CASA) .....93
Total ....................5164
2500
2000
1500
1000
500
0
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
Calls for December 1999 are estimated
1993 1995 1997 1999
“Information provided was very helpful. It helped for
CPS to know that I spoke with you [PAHP employee].
They were glad I took the initiative.”
Who operates the
Parent Assistance Hotline?
The Arizona Supreme Court, Administrative Office
of the Courts (AOC), through the Court Hotline, has the
responsibility of operating the Parent Assistance Hotline.
In addition to performing this legislative mandate, the
AOC utilizes the Hotline as a resource and point of
contact that enables the public to participate in a number
of other Supreme Court programs. This asset is integrated
into the Supreme Court’s overall "Justice 2002" plan,
which endeavors to increase public access to the courts.
In addition to the Parent Assistance Hotline Program, the
following Court programs are currently a part of this plan:
• The Confidential Intermediary Program (CIP)
Callers include individuals wishing to become a
certified confidential intermediary (CI), and also from
members of the adoption triad, consisting of adult
adoptees, birth and adoptive parents wishing to search
for other triad members, and siblings. The program also
allows for medically necessary searches among triad
members and includes adoptees not yet adults.
• The Arizona Court Appointed Special Advocate
(CASA) program continues to utilize the Hotline to
field calls from the public seeking information to
become volunteers. Volunteers receive training and
support to serve as advocates working with individual
children in foster care.
• The Foster Care Review Board (FCRB) in its efforts to
recruit volunteers to fill vacancies on new and existing
review boards uses the Hotline to assist potential
volunteers. Once appointed to a review board,
volunteers review the cases of children in foster care,
making observations and recommendations to the
Juvenile Court.
• The AOC’s Arizona Judicial Department Website
directs inquiries from the public to Hotline staff when
questions involve CPS and other domestic matters.
This website technology replaces the AOC’s Quick
Court Kiosk network. The website is far more widely
accessible to the public and contains vastly more court
and legal information than the kiosks were capable of
providing. The AOC is placing Self Service personal
computers that are linked exclusively to the AOC’s
website at all Superior Court locations throughout
the state.
• The Supreme Court Telephone Device for the Deaf
(TDD) phone number is published on Court letterhead,
public notices, brochures and website for the entire
Supreme Court. Hotline staff utilize the device to
assist hearing impaired callers with PAHP and all
court related matters.
Who Refers Callers to the Hotline
January 1 through December 31, 1999
1600
1400
1200
1000
800
600
400
200
0
DES/State
Agency
Community
Agencies
Media
Other
Calls for December 1999 are estimated
What kind of help can I
expect from the PAHP?
Calls to the Parent Assistance Hotline continue to
involve parents and guardians who have been visited by CPS,
or have been served with a Temporary Custody Notice (TCN).
Questions most frequently asked continue to be:
• How do I get the legal representation and advice I need,
when I don’t have a lot of money?
• It’s all so confusing, how do I proceed?
• What can I do to "fight back"? Why is CPS bothering/
harassing me?
• Can a CPS worker conduct an interview with my child with-out
my consent or presence?
• What are my rights in regard to CPS removing my
child(ren)?
• How do I get my child(ren) back?
• What can I expect when I appear in court?
• How and when can I see the judge?
Over the nearly nine years that the Hotline has been
operational, word of the hotline’s service has spread widely
within the child welfare and court communities. Accordingly,
the broadening nature of many of the problems encountered by
callers continually challenge Hotline staff to keep abreast of
new issues and services statewide, despite the hotline’s limited
resources. Some commonly addressed topics include:
• Domestic relations/violence
• Custody, visitation, adoption, guardianship by family and
non-family
• Child incorrigibility
• Marriage dissolutions, family disagreements, protection of
children
• Child support initiation and enforcement
• Accessing community services, housing, food and necessities
• Behavioral health and emotional support assistance
Hotline callers are routinely asked by staff to call the hot-line
if an initial referral is not useful, ensuring PAHP resources
remain useful and accurate.
Over 60 minutes
30 to 60 minutes
15 to 30 minutes
5 to 15 minutes
0 to 5 minutes
0 500 1000 1500 2000
Calls for December 1999 are estimated
Calls for December 1999 are estimated
Duration of Calls
January 1 through December 31, 1999
Often a caller’s original question or request focuses on
only a part of the problem. Hotline staff allows ample time
for each caller. It is important to spend enough time with
each caller to evaluate the request, allow the individual to
feel understood, and direct the caller toward a constructive
strategy with tools of information, resources, and support.
Call Description
January 1 through December 31, 1999
CPS/Domestic -
46%
Services
Requested - 35%
Other - 19%
Produced and Published by
Administrative Office of the Courts • Parent Assistance Hotline • Dependent Children’s Services Division
1501 W. Washington • Phoenix, Arizona 85007-3231 (602) 542-9400 • TDD (602) 542-9545
This publication can be provided in an alternative format upon request to assist persons
with disabilities under the provisions of the Americans with Disabilties Act.
Submitted pursuant to Arizona Revised Statute Section 8-808 (C)
What makes the Hotline Unique?
Independent
The Parent Assistance Hotline operates within the
Administrative Office of the Court. It is independent of the AZ
Department of Economic Security (DES) and Juvenile Court
system. Placement with the Supreme Court ensures callers will
be presented an objective point of view. Since confidentiality
and anonymity are provided, callers can feel free to open up to
Hotline staff with more detail than they might otherwise offer.
This allows Hotline staff the opportunity to help a caller
become open to more effective methods of working within the
DES and Juvenile Court systems. Callers frequently use the
Hotline numerous times for feedback and assistance as their
cases progress. The Hotline is utilized as a sounding board for
complaints about, and confusion with, Child Protective Services
(CPS), DES in general, the courts, and the legal system.
Where does the Hotline Refer Callers
for Parent Assistance Calls
January 1 through December 31, 1999
Hotline staff refers callers to resources where they
are likely to realize assistance on their first or second
call. This is part of the distinctive and individualized
service of this Hotline. This may also include follow-up
calls and investigation of resources. One call may
require more than one action be taken.
Who calls the Hotline
January 1 through December 31, 1999
Calls for December 1999 are estimated
Calls for December 1999 are estimated
Services
Legal
Courts
DES
Other
0 500 1000 1500 2000
Informative
Parents and caretakers often do not know the right
questions to ask or cannot clearly articulate their needs.
Frequently, these callers have had negative phone experience
with other agencies/ entities. Hotline staff spend the time
necessary to assure that callers will be able to more clearly
assess their situation, identify and prioritize their goals, and
come closer to resolving their problem.
Individualized
The Hotline continues to be serviced by professionals
who bring a wide variety of backgrounds and skills. Staff
members are encouraged to consult peers or other specialists
for answers when a caller’s situation is not familiar.
In order to assist those calling the Hotline in languages
other than English, the Hotline contracted with AT&T
Language Line Services this year. Hotline staff can now offer
information and direction to callers in almost any language.
We are evaluating the usefulness of this service and early
reports are extremely positive.
Parents/Stepparents
47%
Grandparents/
Other Relative 17%
Foster Parents/Other
Non-Relative 26%
Other 8%
“...being able to follow up to get more resources
gives me more options and leads.”
Please print this page and use it as a poster
Child Protective Services and Domestic
Relations questions answered by phone
Call: 1-800-732-8193
602-542-9580 in the Phoenix area
or http://www.supreme.state.az.us/aoc/parent.htm