Missouri’s Transformative Child Welfare Project Receives Recognition

JEFFERSON CITY, MO - An ongoing child welfare transformation project conducted in partnership between the Missouri Department of Social Services and Change & Innovation Agency (C!A) was recently recognized for successful implementation. The project received the Gold Stevie® Award in the Management category at the 22nd Annual American Business Awards® in New York City on Tuesday, June 11, 2024.

Amid the early stages of the Covid-19 pandemic, there was a 40-60% decline in child abuse allegations nationwide. In St. Louis, this reduction initially eased workload for workers. However, as the pandemic persisted and schools and businesses reopened, the number of reports surged, posing challenges in maintaining service standards.

By October 2022, team members at the Saint Louis Children's Division were facing over 180 hours of work within a 40-hour work week, leading to an overwhelming workload. The surge in reports post-Covid exceeded previous levels, resulting in a substantial increase in workloads.

Despite efforts to visit as many children as possible, the number of pending reports more than doubled from 3,600 to over 7,800 within a year. New staff members were quickly overwhelmed, while existing staff carried extensive caseloads with hundreds of families. The department needed a significant overhaul to ensure child safety in the region.

The Department of Social Services enlisted the Change & Innovation Agency (C!A) in human service process management. This allowed the agency to take over daily operations, enabling team members to redirect their focus.

"We've helped several states and large child welfare offices re-imagine how to manage the workload and workflow, and we've seen some radical results, but St. Louis was, by far, the hardest hit by this national capacity crisis," said Bill Bott, Child Welfare Practice Lead and Director of Performance Improvement at C!A. "This award is the culmination of bold leadership, true public-private partnerships, and a lot of hard work by the social workers who dedicate their professional lives to helping kids. It has been an honor to work alongside the Show Me State and I hope others will see what was accomplished here and be able to help more families in their area."

Since the implementation of the change, the Children's Division has demonstrated remarkable improvement, with 96% of all new reports now being evaluated before the 45-day deadline. Staffing levels have risen from 20% to 83%.

"This initiative has not only decreased our backlog but has also significantly boosted morale among our team members," said Robert Knodell, Director of the Missouri Department of Social Services. "The public can be confident that our team is now better equipped to address the needs of our children and families."

Currently, the backlog of reports has decreased to 1,000 marking a significant milestone that highlights the effectiveness of the implemented changes. The Missouri Department of Social Services remains dedicated to continual improvement, ensuring that every child in Saint Louis receives the care and protection they deserve.

The Department of Social Services strongly encourages anyone who suspects child abuse or neglect to call the toll-free hotline at 1-800-392-3738. The Missouri Child Abuse and Neglect Hotline is answered 24-hours a day, every day, all year round. Together, we are all responsible for the safety and well-being of Missouri's most vulnerable population.

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