A03703
THE GENERAL ASSEMBLY OF PENNSYLVANIA
HOUSE RESOLUTION
No.
507
Session of
2019
INTRODUCED BY HAHN, PICKETT, TOPPER, HEFFLEY, MILLARD, BROWN,
CALTAGIRONE, KAUFER, FRANKEL, SCHWEYER, RADER, JOHNSON-
HARRELL AND BERNSTINE, SEPTEMBER 19, 2019
AS REPORTED FROM COMMITTEE ON HEALTH, HOUSE OF REPRESENTATIVES,
AS AMENDED, OCTOBER 22, 2019
A RESOLUTION
Directing the Legislative Budget and Finance Committee to
conduct a study and issue a report analyzing the current
Pennsylvania health and human services hotlines and their
cost to the Commonwealth.
WHEREAS, The Commonwealth provides valuable services and
information to Pennsylvania residents for their health and human
services needs; and
WHEREAS, Multiple State agencies operate numerous hotlines to
provide Pennsylvanians with this information and service
support; and
WHEREAS, The information each hotline was created to provide
residents is vital to providing timely services for some of
Pennsylvania's at-risk populations; and
WHEREAS, To maintain accurate, timely and effective
communication methods, an analysis of the current operations for
each hotline is a necessary evaluation process to ensure
continued improvements to delivery methods and fiscal
implications for the Commonwealth; therefore be it
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RESOLVED, That the House of Representatives direct the
Legislative Budget and Finance Committee to conduct a study on
the effectiveness and cost of health and human services hotlines
provided by the Commonwealth in the Department of Aging,
Department of Drug and Alcohol Programs, Department of Health
and the Department of Human Services as well as the Pennsylvania
Public Utility Commission and the Pennsylvania Housing Finance
Agency; and be it further
RESOLVED, THAT, WITHIN 30 DAYS OF THE IMPLEMENTATION adoption
OF THIS RESOLUTION, 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 PROVIDE TO THE
LEGISLATIVE BUDGET AND FINANCE COMMITTEE THE LIST OF HOTLINES
THAT ARE IN FULL OR IN Finance Committee all of the following:
(1) The list of hotlines that are in full or in PART
STAFFED BY EMPLOYEES OF THE COMMONWEALTH WHO PROVIDE HEALTH
AND HUMAN SERVICES INFORMATION TO THE RESIDENTS OF THIS
COMMONWEALTH; AND BE IT FURTHER 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
RESOLVED, That the study include an analysis of the number of
the hotlines currently staffed by Commonwealth employees or
contracted with other businesses and organizations within this
Commonwealth or otherwise; and be it further
RESOLVED, That the study identify the operating hours of each
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hotline maintained by the departments; and be it further
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
RESOLVED, That the study include individual contact options
for each hotline, including translation services, services for
deaf and hard-of-hearing, texting, website search, applications
for mobile devices or other forms of technology, in addition to
other capabilities significant to the study; and be it further
RESOLVED, That the study determine the cost to the
Commonwealth to maintain each hotline, maintained by the
departments and identify the appropriations from which the costs
are paid; and be it further
RESOLVED, That the study identify other resources and
contributions by private or charitable entities to support each
hotline maintained by the departments; and be it further
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
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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
RESOLVED, That the Legislative Budget and Finance Committee
report its findings to the the General Assembly within 180 210
days of the adoption of this resolution.
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