Missouri announces new abuse-reporting option

Missouri has a new system for secure reporting of abuse of elders or adults with disabilities, after a journalistic investigation into the previous system led to an investigation by the state attorney general.

The Department of Health and Senior Services announced last week the department has "integrated a new online reporting system for mandated reporters to ensure all concerns of abuse, neglect and financial exploitation of the elderly and adults with disabilities are reported quickly," according to a news release.

The new "Adult Abuse and Neglect Hotline" online reporting system will allow for 24/7 electronic submission of abuse report information from mandated reporters and public citizens to an encrypted database - serving as an alternative to the state's phone hotline for the same purpose.

"All mandated reporters are encouraged to partner with DHSS by entering reports online and allowing greater accessibility to the hotline for the public," according to the news release.

The state's phone hotline for reporting abuse should enact recommended changes that haven't already been implemented, Missouri Attorney General Eric Schmitt's office announced.

Schmitt's office launched an investigation into the phone hotline after the Columbia Missourian and the KBIA radio station reported in May that only about 50 percent of calls in 2018 were answered, and only about 39 percent of calls between January and April 2019 were answered.

The attorney general's office recommended in a news release the phone hotline:

"Collect accurate data about key performance indicators, including the call-handling rate, average wait time, average length of call time, average after-call time spent by operators completing reports.

"Employ script-based and structured questions to guide hotline calls.

"Institute a phone tree system in order to divert calls that do not meet the criteria for an eligible abuse and neglect report.

"Increase the queue capacity to allow more individuals to wait to speak to an operator.

"Revise the Department's training procedures for new and current hotline operators.

"Increase the availability of hotline operators to take phone calls by scheduling more operators to work during peak hours and reducing the amount of time that operators spend completing post-call reports.

"Review Hotline calls for quality assurance purposes."

"I'm very pleased with the progress that DHSS has made in improving the elder abuse hotline, and I'm thankful for the unprecedented level of cooperation they've offered. I'm hopeful that DHSS will continue to implement these suggestions, and my office stands ready to continue to help in any way possible," Schmitt said.

"Holding those accountable who prey on and take advantage of vulnerable Missourians is a priority for our department," Dr. Randall Williams, director of DHSS, said in a news release from DHSS. "Creating the online reporting system will allow DHSS to ensure the health and safety of those most in need."