Common use of WELCOMING Clause in Contracts

WELCOMING. a. The organization’s access system services shall be available to all residents of the State of Michigan, regardless of where the person lives, or where he/she contacts the system. Staff shall be welcoming, accepting and helping with all applicants for service. b. The access system shall operate or arrange for an access line that is available 24 hours per day, seven days per week; including in-person and by-telephone access for hearing impaired individuals. Telephone lines are toll-free; accommodate Limited English Proficiency (LEP); are accessible for individuals with hearing impairments; and have electronic caller identification, if locally available. i. Callers encounter no telephone “trees,” and are not put on hold or sent to voicemail until they have spoken with a live representative from the access system and it is determined, following an empathetic opportunity for the caller to express their situation and circumstances, that their situation is not urgent or emergent. ii. All crisis/emergent calls are immediately transferred to a qualified practitioner without requiring an individual to call back. iii. For non-emergent calls, a person’s time on-hold awaiting a screening must not exceed three minutes without being offered an option for callback or talking with a non-professional in the interim. iv. All non-emergent callbacks must occur within one business day of initial contact. v. For organizations with decentralized access systems, there must be a mechanism in place to forward the call to the appropriate access portal without the individual having to re-dial. c. The access system shall provide a timely, effective response to all individuals who walk in. i. For individuals who walk in with urgent or emergent needs1, an intervention shall be immediately initiated. ii. Those individuals with routine needs must be screened or other arrangements made within thirty minutes. iii. It is expected that the Access Center/unit or function will operate minimally eight hours daily, Monday through Friday, except for holidays. d. The access system shall maintain the capacity to immediately accommodate individuals who present with: i. LEP and other linguistic needs ii. Diverse cultural and demographic backgrounds iii. Visual impairments iv. Alternative needs for communication

WELCOMING. a. The organization’s access system services shall be available to all residents of the State state of Michigan, regardless of where the person lives, or where he/she contacts the system. Staff shall be welcoming, accepting and helping with all applicants for serviceservice1. b. The access system shall operate or arrange for an access line that is available 24 hours per day, seven days per week; including in-person and by-telephone access for hearing impaired individuals. Telephone lines are toll-free; accommodate Limited English Proficiency (LEP); are accessible for individuals with hearing impairments; and have electronic caller identification, if locally availableavailable2. i. Callers encounter no telephone “trees,” and are not put on hold or sent to voicemail until they have spoken with a live representative from the access system and it is determined, following an empathetic opportunity for the caller to express their situation and circumstances, that their situation is not urgent or emergent. ii. All crisis/emergent calls are immediately transferred to a qualified practitioner without requiring an individual to call back. iii. For non-emergent calls, a person’s time on-hold awaiting a screening must not exceed three minutes without being offered an option for callback or talking with a non-professional in the interim. iv. All non-emergent callbacks must occur within one business day of initial contact. v. For organizations with decentralized access systems, there must be a mechanism in place to forward the call to the appropriate access portal without the individual having to re-dial. c. The access system shall provide a timely, effective response to all individuals who walk in. i. For individuals who walk in with urgent or emergent needs1needs3, an intervention shall be immediately initiated. ii. Those individuals with routine needs must be screened or other arrangements made within thirty minutes. iii. It is expected that the Access Center/unit or function will operate minimally eight hours daily, Monday through Friday, except for holidays. d. The access system shall maintain the capacity to immediately accommodate individuals who present with: i. LEP and other linguistic needs ii. Diverse cultural and demographic backgrounds iii. Visual impairments iv. Alternative needs for communication