Finding 1: The agency's procedural adaptation of allowing screeners to discretionarily consult with a MDT or supervisor which deviates from state policy was governed by an overall increase in screening staff's workload, affecting staff's time to access and utilize a MDT or supervisor for screening consultation.

Finding 2: The overall increase in volume of child welfare calls also influenced the screening supervisor's in making a sacrifice decision for staff to prioritize the completion of workload tasks over attending training.  Furthermore, the high volume of calls taken by screeners reduced the time and opportunity to utilize a MDT or supervisor for consultation further justifying this intake being placed in pending status until consultation with a MDT or supervisor could occur