Texas Administrative Code (Last Updated: March 27,2024) |
TITLE 1. ADMINISTRATION |
PART 15. TEXAS HEALTH AND HUMAN SERVICES COMMISSION |
CHAPTER 353. MEDICAID MANAGED CARE |
SUBCHAPTER P. MENTAL HEALTH TARGETED CASE MANAGEMENT AND MENTAL HEALTH REHABILITATION |
SECTION 353.1411. Access to Mental Health Services
Latest version.
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(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. Source Note: The provisions of this §353.1411 adopted to be effective October 17, 2018, 43 TexReg 6816