Amend CSHB 2962 by adding the following appropriately 
numbered SECTION to the bill and renumbering subsequent SECTIONS of 
the bill accordingly:
	SECTION ____.  Chapter 531, Government Code, is amended by 
adding Subchapter M-1 to read as follows:

SUBCHAPTER M-1.  ELIGIBILITY DETERMINATION STREAMLINING AND 
IMPROVEMENT
	Sec. 531.471.  DEFINITIONS.  In this subchapter:                        
		(1)  "Benefits program" includes:                                      
			(A)  the child health plan program;                                   
			(B)  the financial assistance program under 
Chapter 31, Human Resources Code;
			(C)  the medical assistance program under Chapter 
32, Human Resources Code, including long-term care services 
provided under the program; and
			(D)  the food stamp program under Chapter 33, 
Human Resources Code. 
		(2)  "SAVERR" means the System of Application, 
Verification, Eligibility, Referral, and Reporting.
		(3)  "TIERS" means the Texas Integrated Eligibility 
Redesign System. 
	Sec. 531.472.  CORRECTIVE ACTION PLAN.  If for three 
consecutive months less than 90 percent of the applications or 
eligibility recertifications for benefits programs are accurately 
processed through SAVERR or TIERS, or otherwise for the child 
health plan program, within the applicable processing time 
requirements established by state and federal law, the executive 
commissioner by rule shall adopt a corrective action plan for all 
benefits programs that:
		(1)  identifies the steps necessary to improve the 
timeliness of application processing and the accuracy of 
eligibility determinations;  and
		(2)  to the extent possible within the staffing levels 
authorized by the General Appropriations Act, ensures that benefits 
program eligibility determinations are accurately made within 
applicable processing time requirements established by state and 
federal law.
	Sec. 531.473.  REDUCTION OF DENIALS FOR MISSING INFORMATION.  
(a)  The executive commissioner by rule shall adopt processes 
designed to reduce denials of eligibility for benefits programs due 
to information missing from an application.  The processes must 
include providing comprehensive information to an applicant, 
enrollee, or recipient regarding acceptable documentation of 
income for purposes of an eligibility determination.
	(b)  Before imposing a denial of eligibility for a benefits 
program for failure to provide information needed to complete an 
application, including an application for recertification, the 
commission shall:
		(1)  attempt to contact the applicant, enrollee, or 
recipient by telephone or mail to describe the specific information 
that must be provided to complete the application;  and
		(2)  allow the person a period of at least 10 business 
days to provide the missing information instead of requiring the 
person to submit a new application.
	Sec. 531.474.  CALL RESOLUTION STANDARDS.  The executive 
commissioner shall establish telephone call resolution standards 
and processes for each call center established under Section 
531.063, including a call center operated by a contractor, to 
ensure that telephone calls regarding questions, issues, or 
complaints received at call centers are accurately handled by call 
center staff and are successfully resolved by call center or agency 
staff.