If there is substantial risk of abuse or neglect, CPS workers respond immediately in urgent cases and within ten days in non-emergency situations. If an investigation produces no evidence of abuse or neglect, the case is closed, but the report is entered on a statewide database. If subsequent reports are received, the information from the first incident will affect the urgency of the case. A common referral for parents, children, or family members needing help is the San Francisco TALK Line at (415) 441-KIDS or (415) 441-5437.

Differential Response is an initiative to improve services to families at intake. Differential Response promotes prevention, family engagement and community partnership. Starting as a pilot in July 2005, Differential Response introduced two new response paths, including formalized referrals to community agencies from the hotline and emergency response visits where community staff accompany CPS workers. Differential Response will also include standardized risk assessment starting at the hotline.