Last year, the hotline received more than 250,000 calls and a majority of people weren't able to get through to someone right away. DCFS hopes the new system will help prevent that.
Manager Nora Harms-Pavelski says it's going to make things a lot easier with processing calls, monitoring wait times and getting cases assigned to investigators. The upgrade cost about $470,000.
Harms-Pavelski says workers just started training Tuesday, and everything seems to be going smoothly. She says the hotline hasn't to deal with any callbacks.