On page 6 of the manual, it says that individuals have access to emergency assistance either directly or on call 24 hours per day, seven days per week, and holidays. Why the wording says emergency assistance and what is that include outside medical and mental health emergencies? What does "directly" mean? Is that face-to-face meeting with clients at any time of the day? Why this is required of our agency in which all of our services are non-emergency and our mission is to help clients become empowered and independent?