Section 525.0159 - [Effective 4/1/2025] Hotline And Call Center Coordination(a) The commission shall establish a process to ensure all health and human services system hotlines and call centers are necessary and appropriate. Under the process, the commission shall: (1) develop criteria for use in assessing whether a hotline or call center serves an ongoing purpose;(2) develop and maintain an inventory of all system hotlines and call centers;(3) use the inventory and assessment criteria the commission develops under this subsection to periodically consolidate hotlines and call centers along appropriate functional lines;(4) develop an approval process designed to ensure that a newly established hotline or call center, including the telephone system and contract terms for the hotline or call center, meets policies and standards the commission establishes; and(5) develop policies and standards for hotlines and call centers that: (A) include quality and quantity performance measures and benchmarks; and(B) may include policies and standards for: (i) client satisfaction with call resolution;(ii) accuracy of information provided;(iii) the percentage of received calls that are answered;(iv) the amount of time a caller spends on hold; and(v) call abandonment rates.(b) In consolidating hotlines and call centers under Subsection (a)(3), the commission shall seek to maximize the use and effectiveness of the commission's 2-1-1 telephone number.(c) In developing policies and standards under Subsection (a)(5), the commission may allow varied performance measures and benchmarks for a hotline or call center based on factors affecting the capacity of the hotline or call center, including factors such as staffing levels and funding. (Gov. Code, Sec. 531.0192.)Tex. Gov't. Code § 525.0159
Added by Acts 2023, Texas Acts of the 88th Leg.- Regular Session, ch. 769,Sec. 1.01, eff. 4/1/2025.