California Legislature—2013–14 Regular Session

Assembly Bill No. 1017

Introduced by Assembly Member Gomez

February 22, 2013

An act to amend Section 11022 of the Government Code, relating to state agencies.

LEGISLATIVE COUNSEL’S DIGEST

AB 1017, as introduced, Gomez. Incoming telephone calls: messages.

Existing law requires each state agency to establish a procedure pursuant to which incoming telephone calls on any public line are answered within 10 rings during regular business hours, except as specified. For purposes of this provision, “state agency” includes every state office, officer, department, division, bureau, board, and commission.

This bill would require, in addition, that the procedure established by the state agency enable a caller to leave a message, as specified, and that the message be returned within 3 business days, or 72 hours, whichever is earlier.

Vote: majority. Appropriation: no. Fiscal committee: yes. State-mandated local program: no.

The people of the State of California do enact as follows:

SECTION 1.  

Section 11022 of the Government Code is
amended to read:

11022.  

Each state agency shall establish a procedure pursuant
to which incoming telephone calls on any public line shall be
answered within 10 rings during regular business hours as set forth
in Section 11020, except where emergency or illness require
adjustments to normal staffing levels. This requirement shall be
met in every office where staff is available, unless compliance
would require overtime or compensating time off. begin insert This procedure
also shall enable a caller to leave a message, either
person-to-person, or via voice mail or other method of 24-hour
telecommunications end insert begin insert . Each call shall be returned within three
business days or 72 hours after the message is left, whichever is
earlier. end insert