I was previously a TCM in another state, and I have several questions about the manual that I am hoping to gain clarification on. 

As other colleagues of mine have mentioned, are we able to get clarification on Provider Requirements that the provider agency must "Guarantee that individuals have access to emergency assistance either directly or on-call 24 hours per day, seven days per week and holidays. This can be done via telephone and face-to-face contact and/or coordination with other providers and DBHDS administered crisis services."

At my previous agency, being on-call meant answering a call service between the hours of 5PM to 9AM from all clients of our agency, not just those on our assigned caseload. If the client had a medical or mental health emergency and went to their local hospital, we were expected to present immediately, meaning we went to the hospital and helped coordinate admission or transfer. We were also expected to meet with them in person if there was a natural disaster or inclement weather. Will this be the expectation for TCM's here in Virginia? Thank you for your time.