GATEWAY CALL CENTER Presented to: BHB System Planning & Fiscal - - PowerPoint PPT Presentation
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
Presented to: BHB – System Planning & Fiscal Committee May 6, 2016
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
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
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
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
Currently Gateway refers client to Residential Placement
Coordinator at SUTS QI.
Residential Providers/Facilities:
CADS Horizon South Parisi House on the Hill Pathways House Pathways Mariposa Project 90
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.
Outpatient Providers/Facilities:
AARS Central Treatment FCS
FCS Julian St. San Jose FCS 1st St. San Jose FCS North County Palo Alto
Proyecto Primavera Indian Health Center Pathways - So. County
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
environment or who require temporary housing.
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.
CADS Crossroads InnVision Pathway Solace
Addiction Medicine and Therapy Program
treatment for opioid addiction.
withdrawal and maintenance treatment for persons who are opiate-dependent.
clients HIV counseling and testing.
Perinatal Services
for pregnant and parenting women.
supervised methadone maintenance or detoxification treatment.
and parenting.
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
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.
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 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
A representative of the facility will inform the clients
expected of them to successfully complete treatment.
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
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
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%)
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%)
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)
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
Abandoned”
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
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
Workgroup comprised of:
DADS and MHD Management/Division Directors DADS and MHD Staff Union Representatives
Further Ahead:
Co-location