A three-phase model for decision making at intake for both protective services and voluntary child welfare services is described in this manual. These phases include (1) reception, in which decisions are made as to whether a case seems appropriate for agency services; (2) investigation and problem assessment, which involves assessments regarding evidence of abuse or neglect; and (3) service planning, in which case plans are formulated as written service agreements that provide a framework for service delivery and future decision making. Steps for accomplishing each phase are detailed, and decisions associated with each phase are listed in order to assist in the process of determining whether protective services, voluntary services, or both should be sought. Flow charts that show the process workers follow to make decisions are presented for each decision covered; questions arising in the process of making each decision, as well as directives for staff action, are included. Finally, case examples are presented throughout the manual, as are tasks to enhance development of the learner's decision-making skills. (MP)