When ACS receives a report of child abuse or neglect from the State's hotline, the New York State Central Register, an ACS caseworker goes to the family's home to investigate. During an investigation, the caseworker interviews the child, his or her siblings, the parents, other members of the household, teachers, neighbors, clergy, and other significant people involved in the child's life to determine whether there is credible evidence of abuse or neglect. The caseworker then identifies the services necessary to protect the child and help the family. Neighborhood-based preventive services may be offered, or if there is imminent risk to the child, the caseworker may remove the child from home and place him or her in foster care.

Preventive services provided by ACS and its network of social service agencies can include family or individual counseling, parenting classes, substance abuse treatment, domestic violence intervention, home care, support for pregnant and parenting teens, and other services.