I nform ation & Referral I nform ation & Referral - - - PowerPoint PPT Presentation

I nform ation & Referral I nform ation & Referral

• Building on our Mandate

Building on our Mandate

2

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

3

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

4

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.

5

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

6

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

7

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

8

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

9

Planning for Enhancements

• Internal team working on all aspects of this initiative
• Community research informing decisions and processes
• Gathering of input from key stakeholders

10

Guiding Principles and Values

Accountability Quality Client Care Collaboration Excellence Fairness Innovation

11

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

12

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

13

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

14

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

15

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

16

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

17

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

18

What will this mean for our partners?

• Support for information and referral queries
• Credible referrals to community supports and services

19

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

20

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

21

Questions?