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Improving the Lives of 2-1-1 Callers: Call Outcomes and Unmet Needs Sonia Boyum

Improving the Lives of 2-1-1 Callers: Call Outcomes and Unmet Needs Sonia Boyum Health Communication Research Laboratory Washington University in St. Louis 2015 AIRS I&R Training and Education Conference Dallas, TX. Call outcomes and unmet needs. Call outcomes study

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Improving the Lives of 2-1-1 Callers: Call Outcomes and Unmet Needs Sonia Boyum

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  1. Improving the Lives of 2-1-1 Callers: Call Outcomes and Unmet Needs Sonia Boyum Health Communication Research Laboratory Washington University in St. Louis 2015 AIRS I&R Training and Education Conference Dallas, TX

  2. Call outcomes and unmet needs • Call outcomes study • What happens after referrals are given? • 2-1-1 specialist survey • What issues would improve the lives of callers most? • Discussion

  3. Call outcomes study • 2-1-1 Missouri callers • Participants in study on incorporating cancer control referrals into 2-1-1 service • Follow up 1 month after original call • Results for first service request and up to 3 referrals

  4. Sample description • Mean age: 43.5 years • 86% female • 60% African American • 27% < high school education

  5. Reason for calling (first request)

  6. Outcomes measured at one month For each of 3 referrals • Did you attempt to contact this referral? • Did you reach this referral? • What happened as a result of this contact? • Did you resolve the problem?

  7. Outcomes • Did you attempt to contact this referral? • 91% of callers attempted to contact at least one referral • Why not contact? • Not enough time - 37% • Resolved problem another way -16% • Lost the numbers - 10% • Waiting to call – 8% • Already knew the numbers - 6% • Referrals not helpful - 6% • Other - 37%

  8. Outcomes • Did you reach this referral? • 82% who called a referral reached someone

  9. Outcomes • What happened as a result of this contact? • 36% received assistance • Did not receive assistance: • No funds available 34% • Did not qualify for services 25% • Other reasons 7% • No reason given 34%

  10. Outcomes • What happened as a result of this contact? • 36% of those received assistance • Did not receive assistance: • No funds available 34% • Did not qualify for services 25% • Other reasons 7% • No reason given 34%

  11. Problem resolution • Did you resolve the problem? • ~50% of participants resolved the problem by one month follow up • Received assistance – 70% • Did not receive assistance – 41%

  12. Problem resolution

  13. Unmet basic needs (next 30 days) • Not enough money for unexpected expenses • Not enough money for necessities • Not enough living space • Neighborhood safety • No place to stay • Not enough to eat • Physically threatened

  14. Unmet Basic needs Participants had on average 2.4 unmet needs

  15. Problem resolution • Do unmet basic needs, receiving assistance predict whether or not the caller will resolve his or her problem? • Logistic regression model controlled for number of service requests, age, sex, race, income, education, employment status, children in the home, study group from cancer control study

  16. Model results • More likely to resolve problem: • Received assistance (3 times more likely) • Less likely to resolve problem: • Not enough money for necessities (2/3 as likely) • Physical threat (1/3 as likely)

  17. Conclusions • 2-1-1 Missouri is highly effective in connecting callers to needed services • But, need for services greatly exceeded availability • Receiving assistance increases chances of resolving problems

  18. Conclusions • Due to unmet basic needs, some callers may be less likely to solve their problems • How can we explain this? • Outcomes studies can tell us more than just outcomes of referrals • Understand the “why” of outcomes • What can we do to improve outcomes?

  19. Part II: 2-1-1 Survey results

  20. The survey • Washington University staff in partnership with AIRS delivered the online survey • Survey invitations sent from AIRS leadership • Participants were from across the US and Canada • Survey administered between Feb 25, 2013 and March 31, 2013.

  21. Who took the survey?

  22. Who took the survey?

  23. Survey content

  24. What is most important for improving the lives of your callers? Ranktop 3 categories

  25. Needs for those with children • Parenting • Child health and health care • Child care • Child development and learning • Home and child safety • Enriching children’s learning beyond school

  26. Callers with Children

  27. Within the categories you prioritized, what would help callers most?

  28. Parenting

  29. How would you rate the number of resources available?

  30. Parenting resources

  31. If a caller did not ask about this issue, how comfortable would you feel bringing up this subject?

  32. Parenting discomfort

  33. Child health and health care

  34. Child health and health care

  35. Child health and health care

  36. Child care

  37. Child care

  38. Child care

  39. Summary • Parenting, child health and health care, child care were top priority issues • Often high priority subcategories have inadequate resources • 2-1-1 staff report low levels of discomfort with discussing sensitive topics with callers

  40. Summary • Potential proactive role in connecting 2-1-1 callers to resources beyond their primary reason for calling • Highly ranked topics adequate resources • Highly ranked topics inadequate resources

  41. Discussion • Outcomes surveys • Understanding impact of 2-1-1 referrals • What other questions might be relevant to assessing the “why” of call outcomes? • 2-1-1 survey results • Possibility of proactively address needs of callers

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