In Santa Cruz County, a phone call that once might have set off a child abuse investigation may now lead somewhere else entirely: to a food pantry, a housing counselor or a mental health referral.
County officials say they are rethinking how families in crisis are treated, shifting from a long-standing “mandated reporting” model that often centered on investigation to what they call a “community supporting” approach, which focuses first on prevention and early help.
The effort is led by the County of Santa Cruz Human Services Department’s Family and Children’s Services Division, working in partnership with the Child, Youth & Family Well-Being Partnership. Together, they are trying to connect families to community-based services before problems spiral into emergencies that require formal intervention by Child Welfare Services.
“We want to strengthen and keep families together, not separate them,” Dr. Gloria Carroll, director of Family & Children’s Services, said in a statement released Sunday. “By offering early support and reducing fear around seeking help, we’re creating a system that’s compassionate, equitable and focused on keeping children safe.”
The shift reflects a sobering statistic: in Santa Cruz County and across California, more than half of the reports made to child welfare hotlines do not meet the legal definition of abuse or neglect. Yet many of those families are still struggling, often with poverty, housing instability or untreated mental health needs.
Under the new model, trained professionals — including teachers, health care providers and case managers — are encouraged, when appropriate, to consider supportive options before defaulting to a child welfare investigation. Instead of immediately opening a case, they may help families connect with services that address the root causes of stress.
At the center of the strategy is United Way Santa Cruz County’s 2-1-1 program, a free, confidential hotline that links residents to local resources such as food assistance, childcare and counseling.
“Prevention starts when people feel safe asking for help,” said Yvette Brooks, chief executive of United Way Santa Cruz County. “The 2-1-1 service connects individuals and families to support early, confidentially and without judgment, strengthening community wellbeing before crises occur.”
County officials say the goal is to reduce fear and stigma around seeking help, particularly among families who may worry that asking for assistance could lead to their children being removed from their homes. By building trust and offering support sooner, they hope to avoid the trauma that can come with foster care placement and unnecessary investigations.