Section He-A 504.04 - Operational Requirements(a) IDCMPs shall be open to the public for a minimum of 6 hours per day, 5 days per week, which may include weekends.(b) IDCMPs may be closed for a maximum of 2 days per week, either during weekdays or on weekends, excluding holidays.(c) IDCMPs shall have a voicemail system which is maintained after business hours and which indicates IDCMP business hours.(d) While the IDCMP is open to the public, there shall be an IDCMP staff member(s) available to answer telephones, respond to emails, accept walk-ins, conduct scheduled intakes, and conduct scheduled evaluations.(e) IDCMPs shall respond to requests for service within one business day. Service requests shall be accepted by telephone, including voicemail, in person, or electronically by email or facsimile.(f) Voicemail messages received shall be returned within one business day.(g) An IDCMP shall hire and maintain sufficient qualified staff to provide the services required of an IDCMP and to meet the needs of clients, including at a minimum: (1) A program director, who shall be responsible for the day-to-day operation of the IDCMP;(2) At least one LADC or MLADC;(3) At least one IDEP instructor, certified in accordance with He-A 509;(4) A care manager, who shall be responsible for ensuring clients' compliance with their service plans; and(5) Other staff as needed to provide support services, such as overnight staff for a weekend IDEP.(h) There shall be no restriction on the number of roles in (g) above a particular staff may provide, provided that all roles in (g) above are met by the IDCMP.(i) The IDCMP shall develop and implement policies and procedures which include, at a minimum, the following: (1) Client rights, including at a minimum: a. Privacy and confidentiality in accordance with He-A 504.02;b. Acceptance of clients in accordance with He-A 504.03; and(2) Regulation of weapons of any kind on the premises, as consistent with federal and state law;(3) Prohibition of alcohol and/or other drugs on the premises;(4) Tobacco products and smoking;(5) Use of electronic devices such as cell phones, personal computers, and music devices;(6) Medication policy, including the safe and secure storage of client prescription and over-the-counter medication;(7) Emergency procedures;(8) In-service staff training;(9) Tardiness to an IDEP session; and(10) Agency contingency plans for unforeseen events such as loss of key personnel such as the executive director, program coordinator, and licensed or otherwise required credentialed staff, including that the IDCMP shall notify the bureau within 14 days of such a change and provide a plan for the continuation of services without disruption to clients.(j) In addition to the electronic client record maintained in the WITS system described in He-A 504.01, the IDCMP shall maintain a secure paper record for each client to include: (1) Signed client consents;(2) All documents required in He-A 507.01(b) (1) ; and(3) The client's signed service plan, as applicable.(k) Client records shall be maintained for a period of 10 years from the date of the client's conviction or the date of program completion, whichever is later.(l) Should the IDCMP cease operations, all client records shall be surrendered to the bureau or any successor agency of the department.(m) The IDCMP shall report to the bureau, within one business day, any critical incident and/or sentinel event occurring at the IDCMP. If reported by telephone and the bureau requests written notice, the IDCMP shall provide written notice of the incident.(n) For the purposes of (m) above, a critical incident or sentinel event includes, but is not limited to: (1) Any incident that requires a child or adult protective services report to be sent to the department's division for children, youth and families (DCYF) or the department's bureau of elderly and adult services (BEAS), respectively;(2) Any sexual contact or physical assault involving an IDCMP employee or staff and a client, or any sexual contact or physical assault between clients;(3) Any unexpected occurrence involving the death or serious physical or psychological injury, or risk thereof, to a client;(4) Any medical emergency involving staff or a client that requires emergency medical attention, which shall include an incident that requires an emergency medical technician or other emergency personnel at the provider's location or a hospital emergency room visit; (5) Any crime reportable to law enforcement; or(6) Any other serious incident deemed by the IDCMP to warrant notice to the bureau.N.H. Admin. Code § He-A 504.04