Telephone Access and After-Hours Communication Policy

Section: Case Management Agency (CMA)
Created: 02/25/2024
Revised:
Effective: 03/01/2024

Purpose

The purpose of this policy is to ensure Weld County CMA (WCCMA) provides consistent and timely support through a reliable telephone system and well-trained staff.

Policy

In accordance with Section 1.1.7.7 of the CMA Contract with the Department, it is the policy of WCCMA to provide access to support services through a robust telephone system and a team of well-trained staff. This ensures a timely response to all messages and telephone calls received during and outside of standard operating hours. WCCMA shall maintain a telephone system and a team of trained staff as detailed in the procedures below.

Scope

This policy applies to all WCCMA staff.

Contract Section(s)

Section 1.1.7.7: The Contractor shall provide access to a telephone system and trained staff to ensure timely response to messages and telephone calls received after hours.

Relevant Rule(s)

Not Applicable

Procedures

  1. Telephone System Access:
    • All employees are assigned a network phone with direct access to the organization's telephone system.
    • Administrative staff have access to the telephone system to assist Members and contact CMA staff as needed.
    • The telephone system is designed to be user-friendly and intuitive, ensuring efficient response to incoming calls.
  2. Receptionist and Phone Team:
    • A dedicated team of clerical staff will manage incoming calls, provide information and referrals, and assist with clerical duties.
  3. Interpreter Services:
    • An interpreter services system is available to staff, allowing for easy access to interpreter or bilingual services over the phone when needed.
  4. Response Time:
    • All telephone calls, voicemails, and emails will be responded to, on average, within two business days of receipt.
    • Voicemails left after hours are checked the next business day and responded to, on average, within two business days of receipt.
  5. Voicemail System:
    • Staff have dedicated phone numbers and access to voicemail, which can be accessed by phone and email.
    • The voicemail system is encrypted and managed by Weld County’s IT department to ensure message security.
  6. Emergency On-Call Procedure Summary:
    • An Emergency On-Call Procedure is in place to address crises outside regular business hours.
    • Staff and Members are directed to the Procedure for specifics on handling emergencies.
    • WCCMA utilizes a call center service to triage crisis incidents during non-business hours, including forwarding callers to the assigned WCCMA on-call person.
  7. Training:
    • New CMA staff receive comprehensive training within the first four weeks of employment on the telephone system, voicemail, and relevant timeline procedures.
    • Training is overseen by an assigned supervisor.

Responsibility

All WCCMA staff are responsible for adhering to this policy and its procedures. Supervisors are tasked with ensuring their team Members are trained and compliant with the policy requirements.

Policy Review

This policy will be updated as needed based on feedback and changes to contractual and regulatory requirements.

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