| (a) Telephone system access. A comprehensive provider
agency must ensure the availability of a telephone system that allows
individuals to contact the comprehensive provider agency through a
toll-free number that must:
(1) be answered by a person without being answered
by telephone answering equipment at least on business days during
normal business hours, except:
(A) on national holidays;
(B) due to uncontrollable interruption of service;
or
(C) with prior approval of HHSC;
(2) have sufficient staff to operate efficiently;
(3) collect, document, and store detailed information,
including special needs information, on all telephone inquiries and
calls;
(4) during times other than those described in paragraph
(1) of this subsection, provide electronic call answering methods
that:
(A) include an outgoing message providing a toll-free
crisis hotline telephone number in languages relevant to the service
area; and
(B) allows callers to leave a message; and
(5) return routine calls before the end of the next
business day for all messages left during non-business hours.
(b) Crisis services access during non-business hours.
The comprehensive provider agency must assist individuals in their
care to access crisis services outside of business hours by documenting
in each individual's recovery/treatment plan:
(1) how the individual will access emergency medical
and psychiatric crisis services during non-business hours;
(2) a list of all crisis resources that are easily
accessible to the individual; and
(3) the toll-free telephone number to access crisis
services.
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