H0507R2748A03703 AJB:NLG 11/12/19 #90 A03703
AMENDMENTS TO HOUSE RESOLUTION NO. 507
Sponsor: REPRESENTATIVE HAHN
Printer's No. 2748
Amend Resolution, page 2, line 9, by striking out
"IMPLEMENTATION" and inserting
adoption
Amend Resolution, page 2, line 14, by striking out all of
said line and inserting
Finance Committee all of the following:
(1) The list of hotlines that are in full or in
Amend Resolution, page 2, line 17, by striking out
"COMMONWEALTH; AND BE IT FURTHER" and inserting
Commonwealth.
(2) The hotlines contracted with other businesses or
organizations within this Commonwealth that provide health
and human services information to residents of this
Commonwealth.
(3) The services provided by the hotlines;
and be it further
Amend Resolution, page 2, by inserting between lines 23 and
24
RESOLVED, That the study include an analysis of the value of
information provided by each hotline as maintained by the
Department of Health, Department of Human Services, Department
of Aging, Department of Drug and Alcohol Programs, Pennsylvania
Housing Finance Agency and Pennsylvania Public Utility
Commission, including, but not limited to, all of the following:
(1) The disposition of calls.
(2) The subject matter of calls.
(3) The wait times of calls.
(4) The volume of calls.
(5) Where the calls originated.
(6) Whether each hotline provides an opportunity for
customer feedback in the form of a survey or call-back;
and be it further
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Amend Resolution, page 3, by inserting between lines 5 and 6
RESOLVED, That a hotline under this resolution include a call
that is live answered or a call that uses an interactive voice
response to direct the caller to a staff person who answers the
call within the operating hours of the hotline with the goal of
identifying appropriate services to address the caller's needs;
and be it further
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