Technology-based service delivery is offered to customers when appropriate to their needs and in a manner that protects privacy and confidentiality.
Interpretation “Technology-based service delivery” refers to the delivery of services using information and communications technology (technologies). Examples of different technologies include, but are not limited to: telephones/mobile phones, computers, tablets, videoconferencing, interactive messaging systems, and other mobile devices and applications. This approach to service delivery allows staff to interact with customers from a remote location and provide services at a distance.
Though the term “technology-based service delivery” is referenced throughout this section, there are a number of terms that refer to the delivery of services via technologies such as teleservices, telepractice, distance counseling, internet- or web-based interventions, telephonic services, and digital services. Depending on the type of service being provided, MFR programs should refer to applicable federal and state definitions as they influence laws, regulations, and policies, including those pertaining to credentialling.
NA The MFR program does not engage customers in technology-based service delivery.
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