1 / 24

2-1-1 Texas Connecting People and Services

Texas Department of State Health Services and Health/Health Preparedness and Human Services Commission/2-1-1Texas Information & Referral Network. 2-1-1 Texas Connecting People and Services.

mauve
Download Presentation

2-1-1 Texas Connecting People and Services

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Texas Department of State Health Services and Health/Health Preparedness and Human Services Commission/2-1-1Texas Information & Referral Network

  2. 2-1-1 Texas Connecting People and Services Texas Department of State Health Services and Health/Health Preparedness and Human Services Commission/2-1-1Texas Information & Referral Network

  3. Texas Department of State Health (DSHS) Services Overall Responsibility H1N1 2009 Spring Outbreak Response H1N1 2009-2010 Outbreak Enhanced Response DSHS Roles and Responsibility 2-1-1 Texas Information & Referral Network (TIRN) Roles and Responsibility Infrastructure Fiscal Intermediary 2-1-1 Texas Area Information Center Coordination 2-1-1 Area Information Center Role DSHS Medical Staff Role Texas H1N1 Public Health Emergency Response

  4. 2-1-1 Medical Call Center - Statistics Integrated with 2-1-1 to include medical guidance for general population on September 25, 2009; ended on March 31, 2010 Total number of calls answered during Phase 2 of Epidemic: 91,676 Total number of TIRN calls: 54,716 Total number of medical calls: 36,960 21,162 from medical providers Mostly for assistance on vaccine ordering and shipping 15,793 from the general public About 50 percent from sick people needing guidance Also questions on vaccine location and vaccine safety 4

  5. Tools Utilized (Insert DSHS Intake Screen) (Insert Scoreboard Screen) (Insert KB Screen) (Insert Flu Locater Screen) Texas H1N1 Public Health Emergency Response

  6. H1N1 Flu Intake System Scoreboard Knowledge Base Google FluLocator H1N1 Flu Reporting System Tools Used

  7. Tools Utilized (Insert DSHS Intake Screen) (Insert Scoreboard Screen) (Insert KB Screen) (Insert Flu Locater Screen) Texas H1N1 Public Health Emergency Response

  8. Tools Utilized (Insert DSHS Intake Screen) (Insert Scoreboard Screen) (Insert KB Screen) (Insert Flu Locater Screen) Texas H1N1 Public Health Emergency Response

  9. Search Word: Search for a word in Subject, Summary, Source, Description or Taxonomy. Event: Taxonomy: City County:     Statewide Start Date: Choose DateTime: End Date: Choose DateTime:

  10. Subject Date Event Taxonomy Total Referrals H1N1 Vaccines - May 2010 - San Antonio 78216 Article ID: 8381 05/04/10 01:06 PMH1N1 Novel Influenza Flu Vaccines 18 H1N1 Vaccines Ongoing - Bastrop 78602 - Bastrop County (STATEWIDE) Article ID: 8822 05/05/10 12:50 PMH1N1 Novel Influenza Flu Vaccines 1 H1N1 Vaccine – Ongoing Hays County 78666 Article ID: 9563 05/05/10 09:54 AMH1N1 Novel Influenza Flu Vaccines 0 Ongoing H1N1 vaccines available Burnet County 78654 Article ID: 9604 05/13/10 12:50 PMH1N1 Novel Influenza Flu Vaccines 0 Ongoing H1N1 vaccines available Llano County 78634 Article ID: 9605 05/13/10 12:51 PMH1N1 Novel Influenza Flu Vaccines 0 Ongoing H1N1 vaccines available Blanco County 78606 Article ID: 9603 05/13/10 12:54 PMH1N1 Novel Influenza Flu Vaccines 0 Knowledge Base – Search Results

  11. Article Details Knowledge Base – Search Results

  12. www.TexasFlu.org 12 12

  13. Flu Vaccine Locator

  14. How does a call get routed? Dallam Sherman Hansford Ochiltree Lipscomb North Central Texas Fort Worth Region* Hartley Moore Hutchinson Roberts Hemphill North Texas Region North Central Texas Dallas Region* Oldham Potter Carson Gray Wheeler Panhandle Region* Deaf Smith Randall Armstrong Donley Collingsworth Parmer Castro Swisher Briscoe Hall Childress Texoma Region* Hardeman Cottle Motley Wilbarger Bailey Lamb Hale Floyd Wichita North East Texas Region Foard South Plains Region* Clay Montague Lamar Cooke Grayson King Baylor Red River Lubbock Crosby Dickens Archer Cochran Hockley Knox Fannin Bowie West Central Texas Region Delta Jack Titus Wise Denton Franklin Morris Collin Garza Kent Haskell Young Terry Lynn Stonewall Yoakum Hopkins Hunt Cass Throckmorton Concho Valley Region Camp Rockwall Rains Marion Wood Parker Tarrant Dallas Palo Pinto Borden Scurry Dawson Fisher Jones Shackelford Upshur Gaines Kaufman Stephens Permian Basin Region* Van Zandt Harrison Gregg East Texas Region Hood Johnson Smith Nolan Ellis Eastland Howard Martin Mitchell Taylor Callahan Andrews Erath Somervell Henderson Panola Rusk Navarro Hill Cherokee Comanche Bosque Sterling Anderson Shelby Coke Winkler Midland Loving Runnels El Paso Ector Glasscock Heart of Texas Region Coleman Brown Nacogdoches Hamilton Freestone McLennan Limestone Ward Mills San Hudspeth Culberson Crane Tom Augustine Coryell Upton Reagan Central Texas Region* Concho Reeves Houston Irion Green Leon Angelina Sabine Falls McCulloch Lampasas San Saba Trinity Deep East Texas Bell Robertson Jasper Madison Rio Grande Region* Newton Schleicher Menard Region Tyler Pecos Burnet Milam Polk Walker Crockett Mason Jeff Davis Llano Brazos San Williamson Bryan/ College Station* Grimes Jacinto Sutton Burleson Kimble Gillespie Travis Hardin Lee Montgomery South Central Texas Region* Blanco Terrell Washington Orange Bastrop Liberty Kerr Hays Waller Presidio Edwards Austin Brewster Kendall Jefferson Val Verde Fayette Gulf Coast Region* Harris Caldwell Chambers Real Comal Bandera Colorado Guadalupe Fort Bend Gonzales Alamo Region* Bexar Southeast Texas Region* Lavaca Uvalde Medina Kinney Galveston Wharton Brazoria Wilson De Witt Jackson Karnes Middle Rio Grande Region Atascosa Zavala Frio Maverick Matagorda Victoria Golden Crescent Region Goliad Calhoun Dimmit Bee McMullen Live La Salle Refugio Oak Aransas San Patricio Jim Coastal Bend Region Wells Webb Nueces Duval South Texas Region Kleberg Jim Brooks - - Zapata Hogg Kenedy Starr Willacy Tip of Texas Region* Hidalgo Cameron

  15. What happens when someone dials 2-1-1? Dial2-1-1 Option 1: Informationand Referral Press 1for English Option 2: Eligibility Support Services Press 2 for Spanish Welcome to2-1-1 Texas! ServiceSelection Press 0 for other languages Option 3: Office of Inspector General Press 3for TTY Option 4 Disaster Information** *Current choices are French, German, Vietnamese, Cantonese, Mandarin, and Farsi **Option 4 is active only during a disaster, and may not be active throughout the state of Texas

  16. What happens when caller selects Option 1? Assess Caller’s Need Warm/Cold Transfer To Eligibility Support Services Call Answered by Certified Call Specialist Language Selection SLA 80/60 Available 24/7 Prioritize Need Advocate if Necessary Warm/Cold Transfer To Local Office Search Database For Resources Contract with Caller Warm/Cold Transfer To Local Resources National Average I&R Call lasts 3-7 minutes

  17. What happened when someone dialed 2-1-1 During H1N1 Pandemic? Option 1: General Informationand Referral Option 6: Information about the flu*** Dial2-1-1 Press 1for English Option 2: Speak with a Medical person Press 2 for Spanish ServiceSelection Option 1: Informationand Referral Welcome to2-1-1 Texas! Press 0 for other languages Option 2: Eligibility Support Services Option 3: Office of Inspector General Press 3for TTY Option 4 Disaster Information** * Current choices are French, German, Vietnamese, Cantonese, Mandarin, and Farsi ** Option 4 is active only during a disaster, and may not be active throughout the state of Texas ***Option 6 activated for H1N1

  18. H1N1 FLU INVESTIGATION Department of State Health Services Date Range: 8/23/2009 8 AM - 10/27/2009 11:59:59 PM Printed: 10/28/2009 7:05:46 AM Page 7 of 7 Call Date Call Type 12A 1A 2A 3A 4A 5A 6A 7A 8A 9A 10A 11A 12A 1P 2P 3P 4P 5P 6P 7P 8P 9P 10P 11P Total 10/27/2009 General Public 0 0 0 0 0 0 0 8 9 23 28 21 22 17 18 14 26 19 31 14 12 4 17 7 290 10/27/2009 Medical Provider 0 0 0 0 0 0 0 2 11 27 32 27 32 28 30 19 25 11 0 2 0 0 2 0 248 Total: 538 10/26/2009 General Public 2 0 0 0 0 0 4 2 17 21 14 16 29 24 22 27 45 23 24 19 1 13 7 3 313 10/26/2009 Medical Provider 0 0 0 0 0 0 1 0 25 35 36 43 30 26 21 23 17 14 2 1 0 1 1 0 276 Total: 589 Grand Totals 2237 25 26 25 13 21 99 245 694115 0 1163 1251 1057103 9 116 3 989 993 841 633 406 369 330 407 227 15403 Reporting - Call Distribution

  19. LANGUAGE English Spanish Other Total REASON Number of Calls 13645 2100 38 15793 Worried Well 5958 1003 23 6984 Sick 2424 448 6 2878 Resources 867 142 0 1009 Guidance 3141 354 2 3497 Other 1172 161 7 1340 Physician Consultation 83 2 0 85 Transferred to I&R 301 66 1 368 Cumulative Report – General PublicReporting Period: 8/24/2009-03/31/2010

  20. TYPE Doctor Hospital School Business Pharmacy Long-Term DayCare Local Health Other Total REASON Number of Calls 16563 527 774 180 449 979 24 208 1466 21167 Anti-Viral 34 5 8 1 12 0 0 2 7 69 General Information 5764 179 209 62 117 292 9 56 469 7157 ImmTrac 1413 132 118 7 91 92 5 45 321 2224 Provider Regis 4300 218 344 61 175 293 10 77 475 5953 Vaccine 10824 274 284 149 234 686 7 119 785 13362 Transferred To I&R 16 0 4 1 3 1 0 0 5 30 Cumulative Report – Medical ProviderReporting Period: 8/24/2009-03/31/2010

  21. Project Funding Public Health Emergency Response (CDC) DSHS 2-1-1 Texas Texas H1N1 Public Health Emergency Response

  22. Lessons Learned Anticipate Need Identify Scalability Develop Policies Identify IT Needs and Preposition Develop Daily Operational Standards Stand Ready to Ramp Up Texas H1N1 Public Health Emergency Response

  23. Teena Edwards, DrPH, MSN, RN Outcome and Evaluation Coordinator - CPS Acting Pandemic Influenza Coordinator - CPS MACC/Call Center Manager/Liaison Texas Department of State Health Services 512-458-7111, ext 6257 Teena.edwards@dshs.state.tx.us Beth Wick, LCSW, CIRS Program Manager HHSC/2-1-1 Texas I&R Network 512-483-5110 Beth.wick@hhsc.state.tx.us Contact Information

More Related