BILL NUMBER: AB 1017	INTRODUCED
	BILL TEXT


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.  This procedure also shall enable a
caller to leave a message, either person-to-person, or via voice mai
  l or other method of 24-hour telecommunications  
. Each call shall be returned within three business days or 72 hours
after the message is left,  whichever is earlier.