Hiring, training, and retaining hotline intake screeners

For ease of review and use, this compilation is organized into five sections: (1) Infrastructure, Staffing, Supervision and Quality Assurance (QA); (2) Hiring; (3) Training; and Retention. Each section provides the jurisdictional responses to a range of questions in that particular category. The following table provides a high-level overview of each state’s hotline infrastructure, use of technology, quality assurance processes, and staffing structure.

To learn more, see How do some states hire, train, and retain their hotline intake screeners?

Infrastructure, staffing, supervision and QA

Hiring

The information below describes the hiring process for each jurisdiction, including the job description and preferred characteristics for potential hotline screeners.

Training

The information below describes each jurisdiction’s training program and process for new hires, as well as ongoing training and supervisor training.

Retention

Support and retention strategies used in each jurisdiction are described in the following information.