BY MATT PIKE
St. Joseph Post
State officials are changing the hours for the Missouri elder abuse and neglect hotline in an effort to reduce hold times.
Director of the Division of Senior and Disability Services Melanie Highland explains that the hotline hours of operation are changing from its original 7am to midnight.
"We've actually targeted our hours from 7am to 8pm," Highland tells KFEQ/St. Joseph Post. "And so, we've shortened that time period because after reviewing the call rates, we've realized that 95% of all of our calls were between the hours of seven and eight."
The change in hours will allow the department to shift more workers to the peak call times, providing more workers during the heavy call times. The department also has an online reporting option which Highland says has been just as effective as the hotline.
Highland says while the number of calls received varies month to month, over the past few months the department has seen a slight increase in calls.
"Obviously it varies month to month, and there can be a lot of different factors that go into the number of calls we get from mandated reporters or otherwise," Highland explains. "We're averaging right now for our phone calls right around 3,500 a month, based on the last two months."
Highland adds, though, that if you don't have time to spend on the phone waiting, or you're a professional that needs to get your report done, she encourages people to use the online option as well for something so serious.
"One of the things obviously we don't want individuals having to wait in queue to reach somebody through our hotline on the phone," Highland says. "So, we actually encourage all our mandated reporters, as well as any other reporter to go to our online system, it's very easy to report."
Once reported online, a worker will contact the caller if any further information is needed.
State officials encourage residents to call the hotline 1-800-392-0210 or click here for the online option.