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<br />number may not be given by a recorded message. The EPSDT Telephone <br />Outreach system must have the capability of directly linking the client requesting <br />services to the Medical Transportation Service, PERFORMING AGENCY, or <br />other Outreach Contractors via the call transfer or call forwarding system. This <br />will eliminate the need for a second client initiated call. <br /> <br />d. Telephone equipment will be adequate so that equipment failure will only be a <br />direct result of circumstances beyond the control of staff. <br /> <br />e. The regional toll free telephone system must have staff available to answer the <br />from 8:00 am until 5:00 pm during the regular Monday-Friday work week. <br /> <br />f. There must be an adequate number of bilingual staff as determined by the <br />population served. <br /> <br />g. The EPSDT centralized telephone system staff must have access to the EPSDT <br />Automated System. The staff will receive training in this system that will be <br />conducted by the staff of RECEIVING AGENCY. <br /> <br />h. The telephone staff must ask the calling client if they need assistance with <br />scheduling medical, dental or transportation appointments. If the answer is in the <br />affmnative, then the answering operator must be able to provide the client with the <br />assistance requested. <br /> <br />i. The EPSDT Telephone Outreach operators must forward all provider initiated <br />complaints to the designated RECENING AGENCY Regional staff. In addition, <br />a report of provider initiated requests for client assistance must be submitted to <br />RECEIVING AGENCY'S Provider Relation staff in a format provided by <br />RECEMNG AGENCY within 24 hours of each call. <br /> <br />3. PERFORMING AGENCY will provide to RECEMNG AGENCY both statistical and <br />narrative reports delineating the EPSDT telephone outreach activities. These reports will <br />be submitted no later than the 5th day of each month for the previous month's EPSDT <br />telephone outreach activities. Once the automated system designed by RECENING <br />AGENCY is fully functional, PERFORMING AGENCY will not be required to submit <br />statistical reports. However, specific reports, as designated by RECEMNG AGENCY <br />will be required. <br /> <br />ATTACHMENT - Page 3 <br />