Common use of Implementation Activities Clause in Contracts

Implementation Activities. a. Grantee shall hire qualified staff to answer Lifeline calls. b. Grantee shall recruit, hire, and train Lifeline staff to meet each grant year's total call goal. Goal call volume shall ensure increase of the in-state answer rate so it reaches or exceeds 70 percent by year two of the grant and at a minimum exceeds a 70 percent in-state answer rate by August 31, 2021. c. Beginning September 1, 2021, Grantees shall strive to increase the in-state answer rate to 100 percent by August 31, 2022. d. Grantee shall designate a Staff Lead to serve as the primary liaison with HHSC and Lifeline within 30 days of execution of this contract. e. Grantee shall provide ongoing monitoring of Lifeline calls to ensure quality: i. At minimum, one percent of all calls shall be silently monitored. Lifeline staff shall provide feedback accordingly; and ii. Lifeline staff shall be monitored quarterly by a supervisor when a quality issue has been detected or a complaint received. f. Grantee shall provide 24/7 coverage for all Lifeline calls. g. Grantee shall answer Lifeline calls in their designated coverage area as outlined in h. Grantee shall complete expansion to designated coverage area as outlined in i. Grantee shall ensure all staff answering Lifeline calls successfully complete all Lifeline Simulation Training modules once per fiscal year. j. Grantee shall ensure all staff answering Lifeline calls participate in two Lifeline continuing education webinars per fiscal year. k. Grantee shall ensure a written procedure for providing access to resources, making referrals for services, and activating emergency services for callers outside of the grantee’s catchment area. This procedure shall include: i. The requirement that Lifeline calls are answered to Lifeline standards prior to referring an individual to another local mental health authority (LMHA) or local behavioral health authority (LBHA) for services; and xx. Steps for how calls of individuals in crisis (requiring emergent or urgent crisis services) will be warm transferred to the LMHA or LBHA where the individual resides. Grantee shall contact the appropriate LMHA or LBHA crisis hotline or directly contact the appropriate crisis service, if that arrangement or contract exists. l. Grantee shall ensure that the phone system in place for answering Lifeline calls has the minimum required capabilities: i. The ability to return a true busy signal (also known as a network or carrier busy signal) once the estimated wait time reaches a predetermined length; and ii. Dual Tone Multi-Frequency (DTMF) or “touchtone” compatibility so each phone generates a two-tone frequency when the keys are pressed. m. Grantee may utilize the State Capacity Building grant funding for shift differential for other LMHA staff answering Lifeline calls.