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EXECUTIVE SUMMARY ... 2

II. INTRODUCTION AND BACKGROUND ... 4

A. Establishment of HRPG ... 4

B. Structure of HRPG ... 4

1. 14(b) Membership Structure ... 4

2. Section 14(c) Best Practices ... 5

C. The Impact of Robocalls on Hospitals ... 5

D. Industry Efforts to Stop Unlawful Robocalls ... 8

Case Study: Stopping a Hospital TDoS Attack in Real Time ... 10

E. Government Regulatory and Enforcement Activity to Stop Unlawful Robocalls ... 10

III. RECOMMENDED BEST PRACTICES ... 13

A. How Voice Service Providers Can Better Combat Unlawful Robocalls Made to Hospitals ... 13

1. Prevention ... 13

2. Response and Mitigation ... 14

B. How Hospitals Can Better Protect Themselves From Unlawful Robocalls ... 15

1. Prevention ... 15

2. Response and Mitigation ... 19

C. How the Federal and State Governments Can Help Combat Unlawful Robocalls ... 22

1. Prevention ... 22

2. Response and Mitigation ... 24

IV. CONCLUSION ... 25

APPENDIX A – HRPG Membership ... 26

APPENDIX B – Additional Resources ... 28