Relating to Health and Human Services call center quality performance measures.
Impact
If enacted, SB2909 would significantly influence the operational standards of health and human services call centers statewide. The proposed measures, which include performance assessments and accountability metrics such as call resolution accuracy and client satisfaction rates, would enforce a higher standard of service across the board. This could lead to improved operational efficiency, reduced wait times for callers, and more reliable information dissemination in health-related inquiries, ultimately aiming to foster a more accessible healthcare system for Texans.
Summary
Senate Bill 2909 aims to enhance the quality of services provided by health and human services call centers in Texas. The bill mandates the establishment of criteria for assessing the ongoing necessity and effectiveness of various hotlines and call centers. By creating a systematic inventory of these centers and applying performance measures, the bill seeks to ensure that the resources allocated for health services are both efficient and responsive to the needs of the public. The overarching goal is to improve client experience and satisfaction in accessing health services through these call centers.
Contention
While the bill focuses on quality assurance, it may face challenges regarding the implementation of the proposed criteria and benchmarks. There may be concerns from stakeholders about the feasibility of maintaining such standards and measuring performance effectively across diverse services. Additionally, the bill's emphasis on consolidation of hotlines may raise debate over whether this could lead to reduced accessibility for certain populations who rely on specialized services. Thus, discussions may emerge about balancing quality improvements with the need for adequate service access.
Relating to the nonsubstantive revision of the health and human services laws governing the Health and Human Services Commission, Medicaid, and other social services.
Relating to the powers and duties of the Health and Human Services Commission and the transfer to the commission of certain powers and duties from the Department of Family and Protective Services.
Relating to the powers and duties of the Health and Human Services Commission and the transfer to the commission of certain powers and duties from the Department of Family and Protective Services.
Relating to the procurement by local governments of energy savings performance contracts for certain conservation measures; creating criminal offenses; authorizing a fee.
Relating to measures for ensuring safety and security in public schools, including measures related to the health and safety of public school students and active shooter training for certain peace officers.
Relating to the terminology used in statute to refer to intellectual disability and certain references to abolished health and human services agencies.
Relating to the terminology used in statute to refer to intellectual disability and certain references to abolished health and human services agencies.