Jefferson City, MO

Child abuse and neglect hotline of Missouri is the Genesys national award finalist

George Vandervalk

JEFFERSON CITY, MO — Recently, Genesys Customer Innovation Awards announced that Missouri’s Child Abuse and Neglect Hotline is a finalist in their national competition in the category of Customer Experience Empathy. This category recognizes organizations that constantly demonstrate empathy toward their customers, leveraging Genesys technology to make every interaction count.

The Child Abuse and Neglect Hotline launched the new Genesys Cloud system earlier this year, in purpose of modernizing and enhancing its operations that had relied on old technology subject to sudden landline service disruptions. This caused unexpected outages and the worn out technology had limited capacity to triage calls and streamline operations.

Jennifer Tidball, the Acting Director of Department of Social Services, stated that the Children’s Division and the Child Abuse and Neglect Hotline team have worked hard to keep children safe during the pandemic.

While congratulating and expressing her proudness for them being the national awards finalist, she also added that her team, as well as the Office of Administration Information Technology Services Division team, pushed themselves even harder to make this innovation happen to improve service. She claims it as a testament to their dedication and willingness to go above and beyond to serve Missourians.

The Department of Social Services emboldens 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. Callers won’t need to worry about their identity as they can report anonymously.

Empowering Missourians to live safe, healthy, and productive lives is the ultimate mission of the Department of Social Services. Visit to learn more about the Department of Social Services.

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