Integrated Call Center PRESENTED TO: BEHAVIORAL HEALTH SERVICES - PowerPoint PPT Presentation

Behavioral Health Services Integrated Call Center PRESENTED TO: BEHAVIORAL HEALTH SERVICES BOARD JUNE 8, 2015

Topics 1. Integration Efforts and Updates: 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. Reports and Projections g. Next Steps 2. MHCC Implementation and Level 1 Hospital DCs to MHUC

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 Workgroup 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 Workgroup 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 BEHAVIORAL HEALTH SERVICES ACCESS AND REFERRAL CALL CENTER REGISTRATION QUESTIONS CALL CENTER REGISTRATION QUESTIONS 1. Registration Date: Date Field Client ID: Numerical Field 28. Once done with Registration, transferred to Clinician (Y/N) 2. Registration Site: Drop Down Choices Screener: Drop Down Choices If N, referred to Others: Drop Down Choices 3. Calling for yourself/someone else?: Drop Down Choices Relationship to client: Drop Down Choices A. ADDITIONAL CLIENT DEMOGRAPHIC INFORMATION FOR CHILDREN AND YOUTH (0-18 YEARS OLD) 4. Referral Source (Choose one only): Drop Down Choices CLIENTS 29. Caregiver Name: Free Text Field Client was referred by: Drop Down Choices Caregiver Phone #: Caregiver Address: A. CLIENT DEMOGRAPHIC INFORMATION Caregiver Ethnicity: 5. First Name: Last Name: Middle Initial: Caregiver Language: 6. Date of Birth (MM/DD/YYYY): SSN: Gender (M/F): 30. Involved with Child Welfare? (Y/N/NA) If F, Pregnant: (Y/N) If Y, DFCS Social Worker Name: Free Text Field 7. Enrolled in School (Y/N/NA): DFCS Social Worker Phone #: School Name: Drop Down Choices 31. Child Living Arrangement: Free Text Field School District: Drop Down Choices 32. School Information: Is Child receiving special education services? (Y/N) ( Captured in Section A – Client Demographic Information ) 8. MediCal (Y/N): MediCal #: Free Text Field 33. TAY Information: 9. Covered CA Health Plan (CCHP) (Y/N): CCHP #: Free Text Field ( Captured in Section A – Client Demographic Information ) 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 2 | P a g e

Reports and Projections: Reports Annual Request for Service: Based on the reports, DADs Gateway and the MH Call Center receives the following number of requests: • 35,000 Out of Custody Calls received by DADS Gateway • 25,000 In Custody Calls received DADS Gateway • 35,000 Calls received by MH Call Center • 7,000 Paper referrals received by MH Call Center Average Call Times and % of Dropped Calls: • 5 to 6 Minutes – Average Length of Call • 4 to 5 Minutes – Average Wait Time • 5% to 8% – Percentage Dropped Calls

Next Steps:  BHS Access and Referral Workgroup continue to meet: • Finalize the registration and screening tools • Develop a proposed/recommended timeline; revise and update as needed  Staff will perform PDSA testing of the tools developed and update tools as necessary  Utilization of one telephone system for calls to be transferred at a timely manner  Consolidation and standardization of common data sets between tools by IS as part of the EHR  Recruitment and hiring of additional staff as recommended and approved by BOS  Training/Cross-training of Integrated Call Center Staff  Relocation and Colocation of staff