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In 2024, ORR’s National Call Center Connected Children with Supports and Services

Issued on  | Posted on  | Report number: OEI-07-24-00370

Report Materials

Why OIG Did This Review

In fiscal years 2023 and 2024, approximately 213,000 unaccompanied alien children were released from ORR’s care to sponsors in the United States. ORR’s National Call Center (call center) is a helpline available for children and sponsors that provides assistance with safety concerns and access to resources.

What OIG Found

Child Safety Reports: OIG reviewed all potential child safety concerns reported to the call center between January 1, 2024, and June 30, 2024. We found:

  • The call center received nearly 2,000 reports of potential child safety concerns, representing approximately 1,800 released children.

Response: We reviewed the call center’s actions to respond to and follow up on reported safety concerns regarding children running away or experiencing abuse/neglect, or trafficking concerns, for a sample of cases. Call center responses may vary on the basis of the needs of the child and/or sponsor. We found that the call center:

  • Made efforts to contact children in 70% of cases and reached children in 61% of those cases; the call center indicated that it lacked children’s contact information for most cases in which it did not attempt contact.
  • Conducted risk assessments in 80% of cases in which the call center spoke with children.
  • Made referrals (e.g., to law enforcement) for investigation or support in 82% of cases.
  • Offered information on resources and community services in 30% of cases.

Follow-up Calls: Although follow-up was not required during the review period, the call center may conduct a follow-up call to determine whether any additional actions are needed. The call center conducted follow-up in 42% of cases.

What OIG Concludes

The call center took a variety of actions to connect children with potential safety concerns to resources, most commonly through referrals to law enforcement and other entities. We encourage ORR to use these findings to support its efforts to improve children’s post-release safety.

Report Type
Evaluation
HHS Agencies
Administration for Children and Families
Issue Areas
Contracts Departmental Operational Issues Public Health Issues Quality of Care
Target Groups
Children and Families
Financial Groups
Grants Other Funding

Notice

This report may be subject to section 5274 of the National Defense Authorization Act Fiscal Year 2023, 117 Pub. L. 263.