Integrated Call Center PRESENTED TO: BHS MINORITY ADVISORY - - PowerPoint PPT Presentation

Behavioral Health Services Integrated Call Center

PRESENTED TO: BHS MINORITY ADVISORY COMMITTEE MAY AY 18, 2015

Topics

• 1. Race/Ethinicity of callers for the calendar year 2014 (Collected data) – DADS Gateway and

MHD

• 2. Language reported by callers for the calendar year 2014 (Collected data) – DADS Gateway

and MHD

• 3. Integration Efforts:
• a. Access and Referral Workgroup Integration Framework presented to the Steering

Committee

• b. Access and Referral Workgroup Integration Update presented to the BOS
• c. Integrated Call Center Draft Workflow
• d. Integrated Call Center Draft Registration/Demographic and Insurance Verification

Questionnaire

• e. Integrated Call Center Draft Decision Tree Screening Process
• f. Next Steps
• 4. MHUC and Level 1 Hospital DC

Race and Ethnicity (2014) – DADS Gateway

Race/ethnicity Numbers Percentage Hispanic/Latino 4367 43.2% White 3476 34.4% African-American 832 8.2% Asian/Pacific Islander 650 6.4% Native American 118 1.2% Mixed/Other 436 4.3% No Choice selected 221 2.2%

Table 1. Self-reported race/ethnicity of Callers (N=10,100)

Language (2014) – DADS Gateway

Language Numbers Percentages Threshold languages English 9083 89.9% Spanish 440 4.4% Vietnamese 58 0.6% Tagalog 1

• Chinese-Mandarin

0% Non-Threshold languages Cambodian 3

• Table 2. Self-reported language of callers (N=10,100)

Access and Referral Workgroup Integration Framework

Background

Starting late-September 2013, an Access and Referral Workgroup was formed to discuss the goal and plan of the integration of a new Behavioral Health Authorization Center. The discussion includes the following:

• A new workflow and program structure to combine Mental Health and DADS services as one

access point

• New policies and procedures to address the integrated workflow
• Defined roles and scope of work of all integrated staff/ position criteria
• Revision of Interactive Voice Response (IVR) options menu
• Identify client populations and how to serve in integrated structure
• Transition from mini-assessments to a brief screening tool
• Impact of insurance coverage
• Integrated provider network
• Capacity management
• Community resources

Access and Referral Workgroup Integration Framework

Work group Aim

• Consolidate Mental Health/DADs function to improve efficiencies and reduce redundancies
• Maximize service to callers by improving response time by state mandate
• Develop an efficient workflow with decrease wait time of callers and improve customer

service

• Determine and finalize a location for the combined staff
• Update Telecommunication Technology to support the proposed IVR/workflow
• Establish best practices adhering to Culturally and Linguistically Appropriate Services

Standards at a single entry access point for Mental Health, DADS, and Integrated Treatment Services

• Determine Policy and Procedure for Post Authorization
• Data tracking of the unified system to: analyze outcomes, detect trends, identify

deficiencies, develop improvements

Access and Referral Workgroup Integration Framework

Work group Members

• Mikelle Le, MHD Call Center Manager
• Noel Panlilio, DADS Call Center Manager
• Sandra Hernandez, MHD Division Director
• Michael Hutchinson, DADS Division Director
• Sherri Terao, MHD Division Director
• Sue Nelson, DADS Division Director
• James Horrigan, 521 Representative
• Corena Powers, DADS Call Center Representative

BEHAVIORAL HEALTH SERVICES ACCESS AND REFERRAL

CALL CENTER REGISTRATION QUESTIONS

• 1. Registration Date: Date Field

Client ID: Numerical Field

• 2. Registration Site: Drop Down Choices

Screener: Drop Down Choices

• 3. Calling for yourself/someone else?: Drop Down Choices

Relationship to client: Drop Down Choices

• 4. Referral Source (Choose one only): Drop Down Choices

Client was referred by: Drop Down Choices

• A. CLIENT DEMOGRAPHIC INFORMATION
• 5. First Name:

Last Name: Middle Initial:

• 6. Date of Birth (MM/DD/YYYY):

SSN: Gender (M/F): If F, Pregnant: (Y/N)

• 7. Enrolled in School (Y/N/NA):

School Name: Drop Down Choices School District: Drop Down Choices Is Child receiving special education services? (Y/N)

• 8. MediCal (Y/N):

MediCal #: Free Text Field

• 9. Covered CA Health Plan (CCHP) (Y/N): CCHP #: Free Text Field
• 10. Private Insurance or Health Plan (Y/N): Private Insurance or Health Plan Name: Drop Down Choices

Private Insurance or Health Plan #: Free Text Field

• 11. VHP (Y/N):

VHP #: Free Text Field

• 12. PCP/Clinic: Drop Down Choices with Free Text Field
• 13. TAY Client: Y/N TAY Criteria: Drop Down Choices

Conservator information: Free Text Field

• 14. Race: Drop Down Choices Ethnicity: Drop Down Choices

Origin: Drop Down Choices Language/Preferred Language: Drop Down Choices (Above should default to previously entered data for returning clients)

• 15. Number of Children Under 18 Year Old Living with Client: Numerical Field
• 16. How many are 5 years or younger: Numerical Field
• 17. Homeless: Y/N

In a Group Home/Facility (SLE/THU/Res Tx): Y/N Other: Free Text Field

• 18. In the past 60 days (if jail then before) were you homeless, living in a place you don’t own/rent: Y/N
• 19. In the past 2 years, how many months have you not had a place to live?: Drop Down Choices

(If greater than 6 months and in CJS, select Homeless Grant Source) Address: Street: Apt #: City: Zip: Phone: Phone 2:

• 20. Do you require any accommodations we need to inform the provider: Free Text Field
• 21. Have you served in the military (Y/N):
• 22. Criminal Justice Status: Drop Down Choices

Criminal Justice Consent on file (Y/N):

• 23. If on Parole, list name of parole agent: Free Text Field
• 24. If on Probation or Pretrial, list name of probation officer: Free Text Field
• 25. Do you have a Dependency Case? (Y/N)

(If yes, refer to Dependency Assessor)

• 26. Consumer Declined Services (Y/N)
• 27. Date Declined: Date Field

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BEHAVIORAL HEALTH SERVICES ACCESS AND REFERRAL

CALL CENTER REGISTRATION QUESTIONS

• 28. Once done with Registration, transferred to Clinician (Y/N)

If N, referred to Others: Drop Down Choices

• A. ADDITIONAL CLIENT DEMOGRAPHIC INFORMATION FOR CHILDREN AND YOUTH (0-18 YEARS OLD)

CLIENTS

• 29. Caregiver Name: Free Text Field

Caregiver Phone #: Caregiver Address: Caregiver Ethnicity: Caregiver Language:

• 30. Involved with Child Welfare? (Y/N/NA)

If Y, DFCS Social Worker Name: Free Text Field DFCS Social Worker Phone #:

• 31. Child Living Arrangement: Free Text Field
• 32. School Information:

(Captured in Section A – Client Demographic Information )

• 33. TAY Information:

(Captured in Section A – Client Demographic Information )