{"ref":"MO-HC-GOV-03","title":"Office, Telephone Contact, Business Hours, and Change Notices","category":"Governance","summary":"Keeps the Agency reachable at all times: a business telephone answered 24 hours a day identifying the Agency, a staffed principal place of business with posted hours, a two-hour response to after-hours messages, written notice to participants and MMAC of the Agency's address, hours and numbers and of any change, and the notices MMAC requires for changes in ownership, key personnel, services and counties.","inShort":["The Agency phone (573) 555-0100 is answered 24 hours a day, 7 days a week, in the Agency's name.","After hours, every message from a participant or a state agency must be answered within two hours.","If a caller has an emergency, tell them to call 911. Report abuse or neglect to the hotline at once, even at night.","Write every after-hours call on the after-hours log.","Participants get the office address, hours and phone numbers in writing, and written notice at least five working days before any of them change."],"primaryCitation":"MMAC In-Home Services Program Requirements 2.3","citations":["MMAC In-Home Services Program Requirements 2.1","MMAC In-Home Services Program Requirements 2.3.a-i","MMAC In-Home Services Program Requirements 4.1.1","MMAC In-Home Services Program Requirements 5.6","MMAC In-Home Services Program Requirements 5.16","MMAC In-Home Services Assurances, items 4-9","19 CSR 15-7.021(18)(C)","19 CSR 15-7.021(18)(H)","13 CSR 70-3.030(3)(A)8, 9","13 CSR 70-3.320(2)(L)","MMAC Terms and Conditions 3.b","MO HealthNet Personal Care Provider Manual §2.2 (Provider Compliance)"],"federalCitations":[],"surveyorAsks":["Call your main number after hours: who answers, and how fast does someone call back?","Where are your business hours posted, and how did participants learn them?"],"forms":[{"ref":"MO-HC-GOV-03-A","title":"Notice of Office Address, Business Hours, and Telephone Numbers"},{"ref":"MO-HC-GOV-03-B","title":"After-Hours Message Log"},{"ref":"MO-HC-GOV-03-C","title":"Change Notification Record"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (Program Requirements 2.3)","5. Telephone Contact During and After Business Hours","6. Office, Internet and E-mail","7. Telling Participants How to Reach the Agency","8. Changes to Address, Hours, Telephone, Fax or E-mail","9. Other Changes MMAC Must Know About","10. Responsibilities","11. Records and Compliance Monitoring","12. Staff Training","13. References","14. Related Policies and Forms","15. Approval","16. Revision History"],"version":"1.0","sample":false,"pack":"mo-hca","state":"Missouri","service":"Home care","guides":[{"path":"/guides/home-care-agency-policies/","h1":"What policies does a home care agency need?"}],"agency":{"name":"Sample Agency","legalName":"Sample Agency, LLC","logo":null}}