Public Hearings on Call Center Rules and 
Eligibility Call Center Model

The Health and Human Services Commission (HHSC) conducted public hearings in 10 Texas cities on April 30, 2004, on a proposed administrative rule relating to the establishment of integrated eligibility call centers and HHSC's proposed call center model. Two additional public hearings took place May 15, 2004, in Corpus Christi and San Antonio concerning the call center model. At each hearing, the public was invited to present comments on the proposed rule and call center model. HHSC also accepted written comments at the public meetings and by mail, facsimile, and electronic mail through May 17, 2004.

The proposed rule and model were developed in response to legislative direction contained in section 531.063 of the Government Code (as added by § 2.06 of House Bill 2292, 78th Legislature, Regular Session, 2003). The proposed call center rule was published in the Texas Register on April 9, 2004, on page 3581. A study of the cost-effectiveness of call centers required by section 531.063 was published in May 2004.

HHSC released a draft request for proposals regarding the implementation and operation of call centers on June 8, 2004. The final version of the request for proposals will include changes based on public comments to both the call center model and the request for proposals. HHSC will continue to provide updates and information on the call center model throughout the implementation process. Please check the Health and Human Services Commission website periodically for updates.

COMMON COMMENTS/CONCERNS REGARDING CALL CENTER RULES

HHSC received numerous comments, including oral testimony taken at the public hearings around the state, concerning eligibility call centers. Many of the comments were directed at the decision to establish call centers and the possible impact of call centers. Many other comments related to the documentation published by HHSC at http://www.hhsc.state.tx.us/Consolidation/IE/IE.shtml relating to the implementation of call centers. Few comments were directed at issues addressed by the proposed administrative rule. The comments to the proposed rule are summarized below.

• All overflow call centers should remain in Texas. The elderly may have difficulty communicating with someone outside the state, maybe in India. The question of how overflow calls will be handled should be taken back to the legislature.
    
• All initial interviews should be face-to-face. Face-to-face meetings with a skilled eligibility worker are crucial to a sound human services system, especially for the elderly and disabled and where communication barriers would make automated or telephone systems problematic.
    
• The rule refers to "translation services," which refers to the translation of written material into a different language. Does HHSC intend to include "interpretation services," the oral rendition of an idea in another language?
    
• The rule appears to limit what services can be provided and does not provide specific guidance concerning the reliability for services or eligibility?

Responses to these comments and any changes to the proposed rule will appear in the Texas Register when the rule is published for adoption.

COMMON COMMENTS/CONCERNS REGARDING ELIGIBILITY CALL CENTER MODEL

• Call centers have the potential to improve eligibility services and save money, however, the methods and quality of services in the model are unproven/untested.
• The proposed model relies too heavily on under-funded community resources.
• A face-to-face, one-on-one meeting with skilled workers is crucial to a sound human services system.
• The local offices are already inadequately staffed; the proposed model does not appear to take this into consideration.
• Eliminating thousands of jobs will greatly affect Texas' communities, both large and small.
• There is support for creation of an eligibility system that would integrate a variety of access points to both improve client services and maximize state efficiency.
• The timeline for implementation is too aggressive.
• Most important to the call center component is having well-trained, compassionate call advisors capable of handling calls from populations with special needs.
• The call centers are not in the best interest of people who are indigent, elderly or disabled.
• The call centers will increase fraud of programs.
• The call centers will increase the cost to the state to provide oversight of the contractors.
• The model relies too heavily on computer and phone access. Many recipients do not have access to phones or computers.
• The rural offices need to remain open due to many clients' lacking transportation.