GATEWAY CALL CENTER Presented to: BHB – System Planning & Fiscal Committee May 6, 2016
Substance Use Treatment Services: Behavioral Health Services Department offers services to Santa Clara County residents at sites conveniently located throughout Santa Clara County: Detoxification Residential Outpatient Transitional housing Prevention services
Substance Use Treatment Services: I. Assessment A Complete Drug and Alcohol Assessment is completed by a certified Drug and Alcohol counselor, with the provider. The Assessment identifies clients' psychosocial profile, including their alcohol and other drug use; psychological, physical, legal, and vocational issues; and family and social relationships. By the end of this assessment, clients have an initial treatment plan
Substance Use Treatment Services: II. Detoxification Services These non-medical facilities provide 24-hour supervision, support & offer a safe and sober environment for the individual to withdrawal from alcohol and/or drugs. Typical stay is 3-5 days, length of services depend on the individual ’ s need for treatment. Horizon South - ALL MALE Facility Pathway Mariposa - ALL FEMALE Facility
Substance Use Treatment Services: III. Residential Treatment Residential treatment consists of structured, live-in programs at licensed treatment facilities for men, women, and women with children ages up to 5. The treatment goal here is client stabilization. Services include intake assessment; treatment planning; case management; crisis intervention; individual and group counseling; discharge services and referral. Average length of stay is 40 days, length of services depend on the individual ’ s need for treatment. Currently Gateway refers client to Residential Placement Coordinator at SUTS QI.
Substance Use Treatment Services: III. Residential Treatment Residential Providers/Facilities: CADS Horizon South Parisi House on the Hill Pathways House Pathways Mariposa Project 90
Substance Use Treatment Services: IV. Outpatient Treatment Outpatient sites offer flexible intensity of services, based on the severity of clients' illness. This includes individual, group, vocational, and educational counseling. Convenient hours, including evening appointments, are available.
Substance Use Treatment Services: IV. Outpatient Treatment Outpatient Providers/Facilities: AARS Central Treatment FCS FCS Julian St. San Jose FCS 1 st St. San Jose FCS North County Palo Alto Proyecto Primavera Indian Health Center Pathways - So. County
Substance Use Treatment Services: V. Transitional Housing Units (THU): Gateway does NOT refer to THU. The client must receive a THU referral from a treatment provider site. Gateway would screen client to determine & refer to appropriate level of care, treatment provider would refer to THU placement list. This service is geared exclusively for those in outpatient treatment who either need a safe environment or who require temporary housing.
Substance Use Treatment Services: V. Transitional Housing Units (THU): It provides a great opportunity for clients to develop a support system while receiving outpatient services and transitioning into a safe and sober lifestyle. There is also specialized housing for men and women in reunification.
Substance Use Treatment Services: V. Transitional Housing Units (THU): CADS Crossroads InnVision Pathway Solace
Substance Use Treatment Services: VI. Special Out Patient Programs: Addiction Medicine and Therapy Program • This outpatient program offers medication assistance treatment for opioid addiction. • The program offers both medically supervised withdrawal and maintenance treatment for persons who are opiate-dependent. • Treatment requires rehabilitation counseling and offer clients HIV counseling and testing.
Substance Use Treatment Services: VI. Special Out Patient Programs: Perinatal Services • Intensive individual and group counseling is available for pregnant and parenting women. • Opiate-dependent women may receive medically supervised methadone maintenance or detoxification treatment. • Programs focus on women's issues, domestic violence, and parenting. • Childcare is provided for children up to age 3.
Substance Use Treatment Services: VI. Special Out Patient Programs: Perinatal Services As a special service, SUTS provide on-site child care for children up to age three. All pregnant clients must be referred to only Perinatal providers. Any woman with minor children may attend to Perinatal OP provider. PSAP
Substance Use Treatment Services: VI. Special Out Patient Programs: Prevention Services Information and referral, education, and support services are available both to the community at large (including people in the earliest stages of experiencing alcohol and other drug problems) and for family members and significant others of clients enrolled in the managed care system.
GATEWAY CALL CENTER The Call Center is the point of entry of clients needing Adult System of Care. The Gateway Call Center refers clients and patients, after the registration, initial screening (based on calls received) and determination of level of care, to the appropriate providers and agencies in the county.
GATEWAY CALL CENTER Gateway completes brief screenings to determine which level of care to refer the individual. Schedules “ WTT ” - also known as Welcome to Treatment and/or Individual Intake, which is the orientation with the provider. A representative of the facility will inform the clients of the provider ’ s policies, procedures and what is expected of them to successfully complete treatment.
GATEWAY CALL CENTER Utilize SCC HHS Language Services, which we can assist clients in many languages. All length of services depend on the individual ’ s need for treatment. Business Hours: Monday to Friday – 8:00 am to 5:00 pm Closed on County Holidays and Weekends
GATEWAY CALL CENTER Systems/Application Cisco – Telephone System Cisco – Reporting System Migration UniCare – BHS Client Registration System HealthLink – SCVHHS Patient System Microsoft Outlook – Provider Scheduling System Number of Staff: 1 FTE – Sr. Health Service Representative 1 FTE – Health Service Representative (In Custody) 4.5 FTE – Health Service Representative (Out of Custody) 2 FTE – Rehabilitation Counselor 1 FTE – Office Specialist
GATEWAY CALL CENTER
GATEWAY CALL CENTER Fiscal Year 2014 - 2015 Report: Number of Calls Received Out of Custody – 36,740 In Custody – 11,611 Number of Calls Handled Out of Custody – 29,116 In Custody – 8,854 Number of Calls Abandoned Out of Custody – 7,624 (20.75%) In Custody – 2,757 (23.74%)
GATEWAY CALL CENTER
GATEWAY CALL CENTER
GATEWAY CALL CENTER Fiscal Year 2015-2016 (9 Months) Report: Number of Calls Received Out of Custody – 25,141 In Custody – 9,853 Number of Calls Handled Out of Custody – 23,141 In Custody – 8,985 Number of Calls Abandoned Out of Custody – 1,448 (5.76%) In Custody – 868 (8.80%)
GATEWAY CALL CENTER
GATEWAY CALL CENTER
GATEWAY CALL CENTER Performance Standards (NAQC and Covered California): Calls need to be answered quickly – “Average Speed of Answer ” 20-30 Seconds (North American Quitline Consortium) 30 Seconds (Covered California) Hold times must be minimized – “Wait before Handled” Less than 2 minutes If more than 2 mins., the consumer should able to choose to be called back. No one should experience a busy signal Benchmark – 2% unable to get through No busy signals (Covered California)
GATEWAY CALL CENTER Performance Standards (NAQC and Covered California): Use of voice mail should be avoided Real time coverage If with voice mail, 90% of callers should hear back within 1 business day (NAQC), 2 business days (Covered CA) Call abandonment rates must be minimal – “# of Calls A bandoned” Should be lower than 3%. NAQC recommends 0% but notes that 10-20% is common. Automated Systems should be limited No more than 2 automated questions should be asked before guided to available agent. Must be able to opt out of automated system, routed to agent
Looking Ahead. . . DADS and MHD Call Centers integrate to become a BHS Access and Referral Center Integration Access and Referral Workgroup meets to plan and develop workflows, procedures and forms: Demographic Registration and Insurance Verification Tool Screening and Referral Tool Cross-training Timeline
Looking Ahead. . . Workgroup comprised of: DADS and MHD Management/Division Directors DADS and MHD Staff Union Representatives Further Ahead: Co-location
Comments & Questions
THANK YOU! ! ! Gateway Call Center 1-800-488-9919
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