1. A. The Retirement Agency may only record or monitor:

   1. (1) Incoming telephone calls placed to the Member Services Division of the Retirement Agency through the Retirement Agency’s automated call distribution system; and
   2. (2) Outgoing telephone calls from the Member Services Division initiated by the virtual hold callback feature of the Retirement Agency’s automated call distribution system.
2. B. The Retirement Agency may not record or monitor calls to or from direct individual lines in the Retirement Agency.
3. C. The Retirement Agency shall securely store all recordings made pursuant to §A of this regulation, and may not retain a recording for longer than 10 years after the date of the recording.

Authority: State Personnel and Pensions Article, §21-110, Annotated Code of Maryland

Effective date: January 25, 2010 (37:2 Md. R. 69)

Regulation .02 amended effective June 14, 2021 (48:12 Md. R. 474)