The Basics

WCUM 2 requires that the organization have telephone hours from 9 a.m. to 4 p.m. in any time zone in which it operates (unless the time zone has less than 2% of its business).  While most organizations have a toll-free line, it is at least possible to not have one if you'll accept collect calls.

URAC Accreditation Tips

This single-element standard carries a weight of 4.

If you operate across multiple time zones and want to exclude one or more because of low volume, you'll need to produce documentation of percentages of calls in each time zone.  This will be required both for the desktop review and during the onsite review.

In any event, your documentation for the application should include policies and procedures that specify the 9-4 mandate required by this standard.  In addition, you should be prepared to submit documentation that your organization provides consumers (through the Web site and other consumer materials):

• The toll-free (or collect) telephone number for UM calls
• Business hours
• Contact information for responses (e.g., how long until the UM staff will respond)

During the onsite review, the reviewer may confirm business hours in her interviews with UM staff members.