The CIS team members are expected to make initial contact (3 attempts) within 5 days. This measure has been improving due to clarity among team members regarding program requirements and more timely/accurate data entry. In 100% of the families with contact not achieved within the required timeframe, the staff person did make 3 attempts to contact, but was not successful due family circumstances (not answering phone, not returning calls, incorrect contact info).

CIS team. Families. Intake Coordinator. Referral Source.

CIS team members initiate contact immediately to meet deadline.

CIS team members understand the measure (3 attempts to reach family within 5 days).

Team members document all attempted contacts.

Clear expectations from State CIS leaders regarding the measure.

Timely contact from the team provides a higher likelihood that the family will accept service.

• All team members document all contact attempts in the comment section of the database and on the referral form.
• CIS Manager will review timelines initially with new team members and periodically with all team members.
• CIS Manager will ensure calls are made if team members are unable.
• CIS Manager will continue to ensure referrals are given to team members immediately.
• CIS Manager will post a yearly calendar to track staff vacations and call referrals if needed.