Information and Referral Center. Annual Report 2016

Transcription

1 Information and Referral Center Annual Report 2016 Great Rivers is a community service of Gundersen Health System and the United Way. The Wisconsin Public Health Hotlines, operated by Gundersen, are funded by the Wisconsin State Department of Health Services

2 Agency Mission The Information and Referral Center seeks to enhance people's lives by providing information and referral and crisis line services, and by participating in community efforts that bring people and services together 2016 Total Calls Great Rivers ,158 After-hours Contracts... 2,698 Subtotal Great Rivers ,856 Maternal and Child Health Hotline (MCH)... 2,663 Wisconsin First Step (WFS)... 1,286 Services Hotline for Women, Children, and Families Subtotal Public Health Hotlines... 3,967 Grand Total... 29,823 1

3 2016 Total Call Volume 4% 9% 9% 78% GR211 MCH Contracts WFS I have had very helpful success with and I have contacted them in different situations and it seems to be the coordinator we need when we don t know which way to turn and I very much appreciate your services. I am 84 years old and I have had various difficulties and it s affecting my health and I appreciate the help. Great Rivers Calls Type of Call Information & Referral/Supportive Listening 55.8% Information 32.2% Crisis Follow-up 1.0% 11.0% 23,158 Total Calls I am very grateful for this service. I am bi-polar and now I am stabilized but when I was trying to get stabilized I wish I would have known about instead of combing through the phonebook for resources and hoping I was dialing the right number Top 15 Counties for Calls La Crosse had the most calls with a total of 11,319. 2

4 2-1-1 Calls Categorized by the AIRS* Problem Need Areas Income Support Transportation Other Categories Utility Asst. Food/Meals Indiv, Family, Community Support Legal, Consumer, Safety Housing Health Care *Alliance of Information and Referral Systems Mental Health/Addictions 7,771 (Includes Supportive Listening Calls, Referrals: Addictions/Dependency Support Groups, Mental Health Related Support Groups, and Mental Health and Substance Abuse Services) Information Services 5,413 (Includes Out Of Database Referrals such as phonebook and internet searches, Referrals: Comprehensive I&R, Information Lines, Libraries and others) Health Care 2,152 (Includes Referrals: Public Health, Emergency and General Medical Care, Health Screening, Inpatient Facilities, Specialty Medicine, Health/Disability Related Support Groups and others) Housing 2,068 (Includes Referrals: Housing and Shelter, Rent Assistance, Landlord/Tenant Assistance and others) Legal, Consumer and Public Safety Services 1,782 (Includes Referrals: Consumer Protection, Legal Services, Environmental Protection and Public Safety) Individual, Family and Community Support 1,147 (Includes Referrals: Animal Services, Individual and Family Support Services, Mutual Support Groups, Community Facilities, and Community Groups) Food/Meals 1,042 (Includes Referrals: Food (including pantries and meals) and Nutrition-Related Public Assistance Programs) Transportation 913 (Includes Referrals: All Transportation Related) Utility Assistance 756 (Includes Referrals: Payment Assistance for: Gas Service, Electric Service, Heating Fuel, and others) Income Support/Assistance 703 (Includes Referrals: Money Management, Tax Services, Public Assistance Programs [but not nutrition related], Social Insurance Programs and Temporary Financial Aid) Other Government/Economic Services 600 (Includes Referrals: Administrative Entities, Professional Associations, Political Organization, and others) Clothing/Personal/Household Needs 496 (Includes Referrals: Material Goods, clothing, furniture, diapers and others) Arts, Culture and Recreation 448 (Includes Referrals: Leisure Activities, Social and Spiritual Enrichment and Arts and Culture) Disaster Services 222 (Includes Referrals: All Disaster Related) Employment 189 (Includes Referrals: All Employment Related, Job Assistance Center and Others) Education 156 (Includes Referrals: All Education Related) Volunteers/Donations 138 (Includes Referrals: Volunteer Development and Opportunities and Donation Services) 3 Mental Health/Addict. Information Services

5 I thought the specialist really cared about what I was going through and really wanted to help me and that she understood what I was saying to her. She put what I was trying to say into manageable words. I m just so happy you re there, I don t think I could survive without you. Seasonal Referrals School Supplies/Clothing Winter Clothing Summer Food Service 5 Programs Holiday Meals/Baskets Tax Assistance Holiday Gifts/Toys 61 4

6 The person that I talked to was very courteous and very friendly and very knowledgeable. I liked the fact she gave me extra information I needed to know without me needing to ask for it. She was very good about helping. She listened, then she came up with two ideas that I could get some help with. She gave me the phone numbers so I can find what options I have. Website Statistics from Number of Page views 15,014 Number of Visits 7,181 Average Pages per Visit 2.09 Average Duration of Visit 2:17 Accessed from a mobile device 1,132 Top Cities the site was accessed from: La Crosse 2,014 Eau Claire 611 Onalaska 561 Menomonie 356 Marshfield 247 Madison 213 Great Rivers 2-1-1/Public Health Hotlines Database At the end of 2016, the comprehensive database maintained by Great Rivers and the Wisconsin Public Health Hotlines contained 4,775 agencies and over 23,875 programs and services. One hundred percent of this database was updated in Also, 160 new agencies were interviewed and added to the database. 5

7 Public Health Hotlines Information & Referral Information Follow-up Crisis Type of Call 0.1% 72.9% 15.4% 11.9% 3,967 Total Calls A Maternal and Child Health Hotline caller contacted us because she did not have insurance. She had some medical questions about herself as well as a child with special health care needs. The specialist was able to give her referrals for Medicaid and community clinics. When the specialist followed up two weeks later, the caller already had appointments set up for herself and was referred to Wisconsin First Step to talk to a Parent Specialist. Top Program Referrals Maternal and Child Health Hotline WIC 1,932 Prenatal/Perinatal Care Coordination 352 Text4Baby 293 BadgerCare Plus 263 FoodShare 257 Wisconsin Shares (child care subsidies) 121 ACCESS 81 WI State Benefits Information Line/Member Services 62 Wisconsin Works (W-2) 47 Wisconsin First Step Birth to 3 Program 279 CYSHCN Regional Centers 149 Children s Long Term Support Waivers 87 Children s Community Options Program 49 Katie Beckett 44 Child Development Center 20 Children s Miracle Network Top Counties for The Maternal and Child Health Hotline Top Counties for Wisconsin First Step Milwaukee Dane Waukesha Racine Marathon 0 Milwaukee Dane Waukesha La Crosse Kenosha 6

8 One mother was having an increasingly hard time taking care of her child due to her own health problems. The Parent Specialist was able to work with the Regional Center for Children and Youth with Special Health Care Needs to collaborate on finding respite and personal care workers for the family. A Wisconsin First Step Caller contacted us because she was given a pamphlet at her doctor s office. After looking for a speech therapist for two months she only found frustration in the slow process. The Parent Specialist was able to give her several numbers that she could call right away. Upon follow-up, the caller already had an appointment scheduled. 7

9 Website Statistics from Number of Page views 12,959 Number of Visits 6,500 Average Pages per Visit 1.99 Average Duration of Visit 1:48 Accessed from a mobile device 744 Top Cities the site was accessed from: Madison 896 La Crosse 656 Onalaska 527 Wauwatosa 415 Milwaukee 412 Wisconsin Public Health Hotlines Database Shared Resource Group Project In 2016 Wisconsin First Step participated in a project directed by the Wisconsin Medical Home Initiative to address behavioral health needs of children and youth throughout Wisconsin. The focus of this project is/was the development of an online, statewide database of clinical and community resources serving children with behavioral health challenges. The database is designed to be used by families, youth, and professionals serving this population. The resources in this database have been suggested by professionals who work with children and youth including State Division of Health staff, Children and Youth with Special Health Care Needs Regional Centers, and other statewide collaborators and representatives from statewide mental health initiatives. The Shared Resource is housed on the Wisconsin Public Health Information and Referral (I&R) Services website ( Among the resources being collected for this database are mental health, counseling, and psychiatric agencies throughout the state. Over 148 new mental health surveys have been completed and were added to the database in Services fall into one of these six areas: Complementary/ Alternative Therapies Mental Health Screening & Assessment Crisis Mental Health 8 Counseling & Therapy Physician Based Psychiatric Services Support & Education for Families

10 Other Information and Referral Center Activities Carrier Alert There were 27 participants in the Carrier Alert program in There are 11 post offices participating in the program. After-hours Services Community Programs United Way s (Marathon, Portage, Lincoln, Oneida, Vilas Counties) 1,945 Brighter Tomorrows 169 SEMCAC 65 Coulee Council on Addictions 16 Gundersen Health System Programs Employee Assistance Program 347 Domestic Violence/Sexual Assault 52 Crime Victim Services 38 Bereavement Services/RTS 36 Jacob Wetterling Resource Center 16 Calls Using Language Other Than English Spanish 232 Hmong 16 Thai 5 Somali 3 French 2 Arabic 2 Nepali 2 Burmese 2 Albanian 1 Hindi 1 Mandarin 1 We also received calls from hearing impaired individuals using the Telecommunications Relay Service (TRS) 9

11 Immediate Caller Survey Caller Survey Results Great Rivers offers an automated survey option to our 211 callers. We run the survey this way in order to gather caller responses throughout the year, and capture different seasons. If the caller chooses, they will get a call back within a couple of minutes and will be asked questions via an automated recording. In 2016, 455 callers completed the survey. Overall Satisfaction with the service provided: 87% Overall Satisfaction Was the Information and Referral Specialist friendly and professional throughout the call? 97% Responded Yes Was the Information and Referral Specialist able to answer your questions? 89% Responded Yes Would you recommend 211 to friends and family? 99% Responded Yes More Comments from Callers The Specialist was excellent. She found all the information I needed and then some and I would call anytime. I have utilized your service greatly and with her help today I got a lot of answers to quite a few different questions on different items and I thank you very much for having this service. She was very friendly and very informative and I guess I didn t really know about a program going on until I talked to her. Very nice, helpful and friendly. I explained what I was looking for and my timeframe and she gave me the hours and the phone number and explained if I called I could make arrangements. Everything worked out. She did an excellent job finding a phone number for me, it was hard for her, she had to do several things to find what I was looking for. She went out of her way to help me and she did and I am very thankful. 10