Maryland Department of Health - 2-1-1 Maryland - Oversight
With the passage of HB 353, revisions to existing statutes will result in a more organized and user-friendly approach to accessing health and human services through the 2-1-1 telephone system. By integrating various health service resources into a single system, it aims to eliminate confusion among users who might previously have struggled with navigating a disparate array of numbers. Additionally, the bill repeals the requirement for the Maryland Department of Health to evaluate call center performance, opting instead to allow the functions of oversight to be focused on maintaining service quality through collaboration with 2-1-1 Maryland.
House Bill 353, also known as the Maryland Department of Health - 2-1-1 Maryland - Oversight Act, aims to clarify and enhance the supervisory framework over the 2-1-1 referral system in Maryland. The legislation redefines what constitutes the 'Health and Human Services Referral System' to encompass a coherent framework for accessing health resources throughout the state rather than just a telephone service. The bill further specifies the role of the Maryland Department of Health in overseeing 2-1-1 Maryland, the system's administering body, ensuring that it supports the development and operations necessary for effective service delivery to residents in need.
Overall, the sentiment surrounding HB 353 appears to be positive, as it is seen as a proactive step towards improving public access to health and human services. Many legislators and community advocates praised the bill for addressing the critical need for a coordinated system that simplifies access for residents, particularly during times of crisis. However, the omission of mandatory performance evaluations might raise concerns among some stakeholders regarding the ongoing effectiveness and quality of the services provided by call centers under the 2-1-1 system.
Despite the supportive consensus, some contention arose around the shift from a requirement for evaluating call center performance to a more consultative oversight model. Critics question the effectiveness of relying on voluntary recommendations rather than mandatory evaluations. This change could potentially impact the accountability of service providers and may lead to inconsistencies in the quality of care received by residents accessing the 2-1-1 system.