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 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 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