CMS Pub. 100-09, ch. 6, § 30.3

When a PCC is faced with a situation that results in a major disruption of service, the PCC shall:

• Take immediate action to notify providers of the situation

• Activate emergency messages and re-route calls whenever possible (Contact the

Provider Network Support (PNS) contractor if unable to reroute calls and providers

can’t reach the PCC switch)

• Follow normal procedures for all other telecommunications support requests

MACs shall develop and maintain an annual telecommunications Disaster Recovery Plan that describes

how the Medicare provider telecommunications operations will be maintained or continued in the event

of manmade or natural disasters. The Disaster Recovery Plan shall cover, at a minimum, all items

outlined in the Disaster Recovery Plan Checklist located in the Documentation section of PCID. The

Disaster Recovery Plan shall also contain a Compliance Matrix that identifies where each item in the

checklist can be found in the MAC’s Disaster Recovery Plan. The Disaster Recovery Plan may include

arrangements with one or more other MACs to assist in telephone workload management when the PCC

is unable to receive provider telephone calls.

MACs shall submit the Disaster Recovery Plan to the service reports mailbox and the COR or designee

by the end of the third month of the contract year. Newly awarded MAC contracts shall submit the

Disaster Recovery Plan according to following schedule:

• If the contract award date was between the 1st and the 14th of a month, the initial Disaster

Recovery Plan is due the last day of the second month that follows the month of the

contract award.

• If the contract award date was between the 15th and the last day of a month, the Disaster

Recovery Plan is due the last day of the third month that follows the month of the

contract award.

If the due date falls on a weekend or holiday, the Disaster Recovery Plan is due by close of business on

the next business day.

The Disaster Recovery Plan is a separate deliverable, however instead of developing a stand-alone

telecommunications Disaster Recovery Plan, MACs may choose to submit the telecommunications

portion of their overall MAC contingency plan developed in accordance with the requirements found in

Pub. 100-17, Centers for Medicare & Medicaid Services (CMS) Business Partners Systems Security

Manual.

30.4 CSR Equipment Requirements

(Rev. 13683; Issued: 04-08-26; Effective: 05-08-26; Implementation: 05-08-26)

MACs shall provide each CSR with the following:

• A computer terminal with online access at their desk

• Access to the MAC’s provider education website

• Access to CMS’s website

• An outgoing line for callbacks