Calls to abuse hotline more quickly answered - WSMV Channel 4

Calls to abuse hotline more quickly answered

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NASHVILLE, Tenn. (AP) - The Tennessee Department of Children's Services says more calls to its abuse hotline are being answered and the wait time for callers has dramatically decreased.

The Tennessean reported new data from DCS showed it usually took less than 40 seconds for a call to be answered. That's a marked improvement from the average of more than three minutes in 2012. In the call center's worst-performing months, calls sometimes weren't answered for more than five minutes.

The call center gets about 165,000 calls per year, with callers reporting cases of suspected abuse or neglect of children statewide.

Larry Martin, a special adviser to DCS, said the goal is to answer 90% of calls within 10 seconds - a standard used by emergency dispatchers.

The abuse hotline number is (877) 237-0004.

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