|Pa. Auditor General Eugene DePasquale|
- The average wait time for callers to be connected to a caseworker jumped from an average of less than 1 minute in 2014 to an average of up to 7 minutes.
- The longest a caller waited on hold before a caseworker answered was nearly an hour. A year earlier, the longest wait was 29 minutes.
- Thirteen percent of callers (23,789) put on hold last year hung up before speaking to a caseworker. Another 9 percent of callers (18,201) had their calls immediately terminated because too many people were on hold, the report found. A year earlier, 2.5 percent and 1.5 percent of ChildLine callers, respectively, abandoned their calls or were immediately terminated, according to the report.
- One-third of hotline calls in 2014 and last year were not documented, so it's unclear if they involved abuse, neglect or an unrelated matter.
- ChildLine managers failed to adequately monitor caseworker performance; supervisors monitored only seven calls last year taken by three caseworkers when there was an average of 46 caseworkers on staff.
- At no point last year was ChildLine adequately staffed, despite dramatic increases in caller volume. Sometimes they were so shorthanded that supervisors answered calls leading to the lapse in monitoring of caseworkers.