I nform ation & Referral I nform ation & Referral - Building on our Mandate Building on our Mandate -
Why Focus on Information and Referral? • Recent studies have indicated that older adults are unable to identify services or supports that can meet their needs • Community partners have identified the need for an integrated service to improve the public’s access to information and supports • The public need for a simple seamless navigation system 2
CCAC Mandate • To be a point of access to the right people, services and information • To assist the public to navigate the health and social service system • To support the public’s need for information regarding: • Community-based services • Long-term care homes • Related health and social services 3
Mission of the CCAC’s I & R service • To provide easy-to-use gateways to current, reliable information that improves access, health, well-being and autonomy. • Access to comprehensive information will enable people to make informed choices to improve their quality of life. 4
The HNHB CCAC • The local point of access to community-based health care services • Formed in January 2007, bringing together 5 previous CCACs • Serves a population of 1.4 million • Service region includes Hamilton, Niagara, Haldimand Norfolk, Brant and Burlington communities • In 2007/ 08 provided services to nearly 80,000 clients 5
Information and Referral – A Vital Role for the CCAC CCAC staff provide information and referral services when: • Making home & school visits • Meeting with hospital patients • Providing presentations • Participating in community events • Completing referrals for service • Assisting the public who arrive at our door 6
Information & Referral at the HNHB CCAC Case Management: • At home, in hospitals, in schools • Linked with family physicians (Family Health Teams) Telephone: • Trained and certified Information & Referral Representatives • Skillful questioning • Sensitivity, support and guidance 7
The Role of the CCAC – I & R • CCAC staff members interact and refer to and from all sectors of the health and community service system on a daily basis • CCACs are well positioned to expand their role to ensure equitable and ease of access to information and services across their larger geographic boundaries • CCACs have a legislated mandate to provide information and referral for health and community services 8
Planning for Enhancements • Internal team working on all aspects of this initiative • Community research informing decisions and processes • Gathering of input from key stakeholders 9
Guiding Principles and Values Accountability Quality Client Care Collaboration Excellence Fairness Innovation 10
What will I & R look like? A centralized team located at the Burlington Branch will: • Answer the phones for HNHB CCAC 365 days per year • Initial hours – 8: 30 a.m. – 8: 30 p.m. • Screen calls for need and answer callers’ questions • Refer callers to a Case Manager • Refer callers to alternate community services and supports • Assist in the identification of system gaps • Provide service in both French and English 11
Opportunities • Provide equitable access to the public – consistent hours, information and approach) • Enhance the profile of supports and services available in the community • Ability to identify gaps and trends across HNHB for future planning • Further enhancement / creation of partnerships • Consistent access and support to CCAC and service provider staff • Streamline communication between and among CCAC and service providers and partner agencies 12
Enablers • Credibility of and partnership with Community Information Centres (CICs) • Certified Information and Referrals Specialists (CIRS) • Technology to support sharing of information regarding community programs and events 13
The Information Database • Partnership of the Community Information Centers and the HNHB CCAC • Creation of a specialized view of the information database for CCAC staff • Contains information about: • LHIN-wide health service providers and transfer payment agencies • CCAC programs and services • Long-term care homes and alternate housing options • Community, health and social supports and services 14
The Information Database • Community services must meet inclusion criteria to be included • Provides accurate real-time information • Ability to produce specialized reports for clients and partners • Data is indexed by service category, area served, location of service 15
What will this mean for Clients? • Access to HNHB CCAC 7 days per week, 365 days per year – 8: 30 a.m. – 8: 30 p.m. • Consistent customer service approach • Information from enhanced database, supported by Community Information Centres (CICs) • Streamlined access to the right person / information 16
Key Customer Service Principles • External clients/ customers always connect with a live voice • As few hand-offs as possible • Warm transfers • Ability to provide service in both French and English • Translation services for other languages 17
What will this mean for our partners? • Support for information and referral queries • Credible referrals to community supports and services 18
The Provincial Solution • CCACs across Ontario are working together to create a “provincial view” of local CCAC databases • Database will be accessed through a website: www.310ccac.ca • Provincial database to support clients and customers across Ontario through the 14 CCACs • Leverages current Information & Referral solutions • Single phone number (310-CCAC) to support initial access to local CCAC; continue to local numbers for clients 19
Next Steps • Provincial seamless access to information and referral • Website development for partner and public access • Ongoing consultation and communication regarding the CCAC’s I & R service 20
Questions? 21
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