Schedule of Operations
Effective Nov 1, 2025M.G.L. c. 118E, s. 7 M.G.L. c. 118E, s. 12MassHealth
- (A) The PACT provider must have the ability for member interactions in office or in the community for at least 12 hours a day, Monday through Friday, and eight hours a day on weekends and holidays. Weekend/holiday staffing must meet the clinical needs of the population served.
- (B) The PACT provider must be available to respond to member needs 24 hours a day, seven days a week, 365 days a year by phone, in person, or by telehealth whenever appropriate and safe. This includes ongoing or crisis services determined by member need.
(C) The PACT provider must provide adequate clinical coverage to respond to members experiencing a crisis 24 hours a day, seven days a week.
- (1) During business hours, PACT coverage must be available in-person, telephonically, or by telehealth and must include a member of the PACT team assigned to the member.
- (2) After hours, crisis intervention services must be available in-person, telephonically, or by telehealth. Staff providing after-hours crisis intervention services must have access to the member’s safety plan and a general knowledge of the member’s needs and goals.