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<br />" <br /> <br />d. Telephone equipment shall 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 shall have staff available to answer calls <br />from 8:00 a.m. until 5:00 p.m. during the regular Monday-Friday work week. <br /> <br />f. There shall be an adequate number of bilingual staff as determined by the <br />population served. <br /> <br />g. The THS/EPSDT centralized telephone system staff shall have access to the <br />THS/EPSDT automated system. The staff shall receive training in this system that <br />will be conducted by the staff of RECEIVING AGENCY. <br /> <br />h. The telephone staff shall ask the calling client if they need assistance with <br />scheduling medical, dental, or transportation appointments. If assistance is <br />required, then the answering operator shall be able to provide the client with the <br />assistance requested. <br /> <br />I. The THS/EPSDT telephone outreach operators shall forward all provider-initiated <br />complaints to the designated RECEIVING AGENCY regional staff. In addition, <br />a report of provider-initiated requests for client assistance shall be submitted to <br />RECEIVING AGENCY'S provider relation staff in a format provided by <br />RECEIVING AGENCY within 24 hours of each call. <br /> <br />PERFORMING AGENCY shall provide to RECEMNG AGENCY both statistical and narrative <br />reports delineating the THS/EPSDT telephone outreach activities. These reports shall be <br />submitted no later than the fifth (5th) working day of each' month for the previous month's "" <br />THS/EPSDT telephone outreach activities. Once the automated system designed by RECEMNG <br />AGENCY is fully functional, PERFORMING AGENCY will not be required to submit statistical <br />reports. However, specific reports, as designated by RECEIVING AGENCY, shall be required. <br /> <br />RECEIVING AGENCY requires, at minimum, a monthly meeting with the relevant staff of <br />PERFORMING AGENCY for the purpose of monitoring adherence to this contract Attachment. <br />RECEMNG AGENCY shall submit, in writing, a report of findings to the person(s) identified <br />by PERFORMING AGENCY. <br /> <br />PERFORMING AGENCY shall utilize RECEIVING AGENCY'S automated system for tracing <br />THS/EPSDT activitieS for eligible clients. PERFORMING AGENCY shall also provide to <br />RECEIVING AGENCY both statistical and narrative reports delineating various THS/EPSDT <br />outreach activities. PERFORMING AGENCY shall provide RECEMNG AGENCY reports by <br />the fifth (5th) working day of each month for the previous month's THS/EPSDT outreach <br />activities in the format provided br ~CEIVING AGENCY Program. <br /> <br />ATTACHMENT - Page 3 <br />