1. (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. (1) be answered by a person without being answered by telephone answering equipment at least on business days during normal business hours, except:

      1. (A) on national holidays;
      2. (B) due to uncontrollable interruption of service; or
      3. (C) with prior approval of HHSC;
   2. (2) have sufficient staff to operate efficiently;
   3. (3) collect, document, and store detailed information, including special needs information, on all telephone inquiries and calls;

   4. (4) during times other than those described in paragraph (1) of this subsection, provide electronic call answering methods that:

      1. (A) include an outgoing message providing a toll-free crisis hotline telephone number in languages relevant to the service area; and
      2. (B) allows callers to leave a message; and
   5. (5) return routine calls before the end of the next business day for all messages left during non-business hours.

2. (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. (1) how the individual will access emergency medical and psychiatric crisis services during non-business hours;
   2. (2) a list of all crisis resources that are easily accessible to the individual; and
   3. (3) the toll-free telephone number to access crisis services.

Source Note:The provisions of this §353.1411 adopted to be effective October 17, 2018, 43 TexReg 6816.