The school nurse assesses a 12-year-old boy who came into her office for a nosebleed. She notices several bruises on his back and forearms in various healing stages. When she asks the boy about them, he is very deceptive. The nurse notifies child protective services of her suspicion. The next day, the boy's mother comes to the nurse's office and yells at her for calling child protective services. Which of the following responses is most appropriate?