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Helpline Training

Helpline Training. In This Training You Will Learn. Messaging Training Why using the right words are important HIPAA Program & Information What questions are asked & why What does the program need to know What types of services does the program provide What substances do we deal with

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Helpline Training

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  1. Helpline Training Revised 7/16/18

  2. In This Training You Will Learn • Messaging Training • Why using the right words are important • HIPAA • Program & Information • What questions are asked & why • What does the program need to know • What types of services does the program provide • What substances do we deal with • Types of insurance • Data Entry Screens • Using the grasshopper phone application • Logging a call • Using the database • Viewing the helpline schedule Revised 7/16/18

  3. In The Event Of An Emergency • Threating suicide • In immediate crisis or danger • Irrational / Extreme behavior CALL 911 IMMEDIATELY FROM ANY AVAILABLE PHONEDO NOT USE GRASSHOPPER APP TO CALL 911!!!! • Someone has overdosed • Someone is unconscious • Medical emergency • Crime committed or in progress or someone in grave danger Revised 7/16/18

  4. Messaging Revised 7/16/18

  5. Messaging Training • Why the right words matter • Words can harm • Words can encourage / discourage • Your volunteer handbook has a list of terms and phrases to use and which ones to avoid Revised 7/16/18

  6. HIPAA Revised 7/16/18

  7. HIPAA • Health Insurance Portability and Accountability Act of 1996 is United States legislation that provides data privacy and security provisions for safeguarding medical information. • We MUST adhere to HIPAA Privacy Guidelines AT ALL TIMES; FOR ALL CASES What Kinds Of Things Might You Be Asked That Would Violate A Client’s HIPAA Rights If You Answered The Question? • Did my loved one (son, daughter, boyfriend, girlfriend etc.) call you for help? • Did my loved one get into a program? • Can you tell me what drug my loved one was using? • Can you tell me what facility my loved one was sent to? • Can you tell me what phone number they gave you so I can call them? As much as we may be able to empathize with the person that is asking these questions, we legally CAN NOT answer any of these questions or questions similar to these. To do so would violate the clients HIPAA rights and privacy and subject us to possible legal action. Revised 7/16/18

  8. HIPAA • How should you respond if you are asked these questions or questions you feel may violate HIPAA if you answer them?“I'm sorry but due to privacy concerns and HIPAA policies, I am not able to give out any information about people who have called our helpline.” • If you have any doubt about whether a question violates HIPAA, ask the Lead Coordinator before answering it. • If a person persists about trying to find out information or is uncontrollably upset, please contact the Lead Coordinator. In SOME cases, not ALL, and we don’t guarantee anything, the Lead Coordinator MAY be able to ascertain if the person is at least in a safe place. In that case, we may be able to let that person know their loved one is currently “SAFE” but that will be the only thing the Lead Coordinator will be able to convey. There will be no specifics beyond “SAFE”. Revised 7/16/18

  9. HIPAA • SAFEGUARDING INFORMATION • Text messaging and email messages are NOT secure. • When using the grasshopper app to correspond via text, text as little information as possible but still answer the question you are asked by helpline staff. • Be careful not to overshare information in the text (like sharing the person’s name in a text along with their birthdate and the last time they used an opiate) • In texts, use first name only whenever possible. • If you are unsure about sharing any information with helpline staff, use the grasshopper apps calling feature to call that person directly instead of sending the message via electronic means. Revised 7/16/18

  10. Information Screening Revised 7/16/18

  11. The Call Comes In…… “I Want To Get Into A Program For Help” • During the course of your call and through data entry on the database screens, the program will need you to collect the following information Revised 7/16/18

  12. Personal Information You MUST speak to the person who needs help if you are screening for the program. Not a relative or friend. It must be the person who the program will be working with that you do the interview with. • Who? • What are you using and how are you using it? • Where are you located? • When was the last time you used? • How much on average? • Why do you want help TODAY? • Answer as many of the questions as possible. The more questions you answer, the more information the program has to make a determination about course of treatment Revised 7/16/18

  13. Drugs The program can help people who are suffering the effects of the following substances • Alcohol • Withdraw from Alcohol CAN be a life threatening emergency • Heroin • Opiates • Suboxone • Cocaine • Benzodiazepines- examples are-Xanax, Klonopin, Valium • Very few treatment center options. Although possible, this may take a few days to get a proper arrangement set up. Revised 7/16/18

  14. Detox 2 kinds of detox • Natural • Medical • Detox usually lasts anywhere from 3 to 7 days • Most facilities require person to be in actual withdraw – last use 12 to 18 hours ago but not greater than 48 hours when they come to the program • Detox from alcohol is a medically necessary treatment Revised 7/16/18

  15. Rehab 3 kinds of rehab • Short-Term • Up to 28 days • Long-Term • 28 days or longer • Outpatient • Visit a clinic or outpatient facility for treatment and meetings Revised 7/16/18

  16. Insurance • Private • Hardest insurance to work with to get approval and get someone into treatment • Medicare • Medicaid • Fidelis • CDPHP • Straight • No Insurance • the program will work to get the person insurance. Best case scenario because almost certain to get in treatment but will take time to get insurance set up. Revised 7/16/18

  17. Helpline Phoneline & Communication App Revised 7/16/18

  18. Name of the app is - Grasshopper • Runs the helpline phone system • On your mobile device (cell phone and/or tablet) • Use to receive calls (Will show as recovery helpline 833-467-3123(add this number to your mobile device contacts • Use to make calls so you can avoid giving caller your personal number • Use to text the Lead Coordinator On-Duty who will respond through this app • Sign in and have it close at hand your entire shift • Sign out and close at end of shift • Using the app for calling and texting means you DO NOT share your personal information with any caller. Revised 7/16/18

  19. Grasshopper App • Main Screen after creating youraccount • Make sure your sync & notificationsettings screen looks like this 833-467-3123 Revised 7/16/18

  20. Grasshopper App • You are ALWAYS working with Extension 0 – Recovery • NEVER change any other extension unless asked to do so by the coordinator. • You will access the screens to change information by using the “Settings” gear at the bottom right of the screen. Recovery Helpline Revised 7/16/18

  21. Grasshopper App Recovery Helpline • You will ALWAYS change the top line only to be the number of the person who is taking over the helpline at the end of your shift. • NEVER change any of the lines below the top line. • If you accidentally delete the top line instead of changing the top line, notify the coordinator ASAP. Deleting it effects other settings that the coordinator will need to change back. Revised 7/16/18

  22. Grasshopper App • Call forwarding screen • The phone number for the personon shift after you goes in this box and you will • Click SAVE! Revised 7/16/18

  23. Grasshopper App • Call forwarding screen • The phone number for the personon shift after you goes in this box and you will • Click SAVE! Revised 7/16/18

  24. Helpline Portal & Database Revised 7/16/18

  25. Helpline Portal and Database • Access to many different screens of the program • Call logging is done here • Looking up information and resources to provide to callers is done here • ALL calls are to be logged using menu option 1 • If caller requests help from the program, then other menu options are chosen. • Important reach numbers and contact information appear on the main page. Revised 7/16/18

  26. Portal (Main Page) For Call Logging • Page is password protected. Revised 7/16/18

  27. Portal (Main Page) For Call Logging • Main page for logging and navigation of call screens Revised 7/16/18

  28. Portal (Main Page) For Call Logging • #1 on menu – log contact with caller – used for ALL calls Revised 7/16/18

  29. Logging a general call • #1 on menu – Call log details. Name of caller, purpose of call and information provided to caller. Revised 7/16/18

  30. Logging a general call • #1 on menu – Call log details. Name of caller, purpose of call and information provided to caller. Revised 7/16/18

  31. Logging a Pre-screen call • #2 on menu – Pre-screen someone asking for help from the program. Log as much data and submit to program system. Revised 7/16/18

  32. Logging a Pre-screen the program call • #2 on menu – Pre-screen someone asking for help from the program. Fill in as much information as possible. It helps the program to determine best course of action. Items with * are required to be filled in. Revised 7/16/18

  33. Logging a Participant Full Intake • #3 on menu – Enter someone into the program after you’ve been given the ok for them to come in. Fill in as much info as possible. It helps the program to determine best course of action. Items with * are required to be filled in. Revised 7/16/18

  34. Logging a Participant Full Intake • #3 on menu – Enter someone into the program after you’ve been given the ok for them to come in. Fill in as much info as possible. It helps the program to determine best course of action. Items with * are required to be filled in. Revised 7/16/18

  35. Finding Resources to provide to caller • Detailed database of information sorted by topic and/or by county. Access to many different resources. Familiarize yourself with what’s in the list. Revised 7/16/18

  36. Emailing Resources to caller • Information can be given verbally or emailed to the caller. Revised 7/16/18

  37. Volunteer Scheduling Revised 7/16/18

  38. Name of the app is – When I Work • Accessible via mobile or on a computer. Download the app from Apple App Store or Google Play Store – App is “When I Work” • Runs schedule, days off request, vacation request and all availability • Schedules updated when someone cancels for a shift or availability changes • Ability to chat with co-workers about a participant or keep them informed about an ongoing case so they are aware of it for their shift • You will be notified to accept shifts that are assigned to you • You will be notified if shifts become available • Initially, you must program YOUR availability into the app or you might be schedule for days you don’t want to work if the coordinator can’t see your availability in the schedule. Revised 7/16/18

  39. Rensselaer Helpline Scheduling – view on mobile app • View current schedule using the “scheduler” icon Revised 7/16/18

  40. Workchat – view on mobile app • Ability to chat with co-workers or coordinator in “real-time” messaging. Not for chatting with other program workers. That is done through your grasshopper app. Revised 7/16/18

  41. Toolbox Profile – view on mobile app • Where you’ll set up your profile, your availability and numerous other preferences available in the app Revised 7/16/18

  42. Availability Profile – view on mobile app • Where you’ll set up and view your availability to be scheduled for a shift by the coordinator. VERY VERY important that you set your correct availability either by using the mobile app or on a computer at www.wheniwork.com Revised 7/16/18

  43. Full Schedule – view on computer • Full listing of all of the shifts schedule sorted by employee Revised 7/16/18

  44. Rensselaer Helpline Finding Volunteer Phone # for Changing Grasshopper Setup For Next Shift • You’ll go into the WhenIWork app to find out who is taking over the helpline at the end of your shift • Once you know who, you will use the app to find the phone number for that person so you can change it in the grasshopper app. Revised 7/16/18

  45. Finding Volunteer Phone # for Changing Grasshopper Setup For Next Shift • Touch the arrow next to the volunteers name • Then touch the arrow at the end of the volunteers name on the WHO line Revised 7/16/18

  46. Finding Volunteer Phone # for Changing Grasshopper Setup For Next Shift • View the volunteer’s contact phone number and input that into the Grasshopper app to forward the line to this person. Revised 7/16/18

  47. You are an important part of our team, helping people when they are looking for information, resources and referrals. • Provide hope! • Provide information, resources and referrals • Reach out to the Lead Coordinator if you have problems, questions or concerns • Some days are quiet, some days will be busy. Even on quiet days, take pride in knowing that you are there should the call for help come in. • Everybody’s path to recovery is different and every one has the ability to decide on their own, when that time is right. We’ve been there and we’ll be there when they decide NOW is their time to seek recovery. • Thank you for everything you do. We couldn’t do this without you. Revised 7/16/18

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