One Call One Click
GoHealth!

FEBRUARY 26TH, 2016
DURHAM, NC
SALLY WILSON & STEPHANIE WILLIAMSOpportunity
 High costs to medical providers – missed appointments,late appointments, time spent to assist with transportation
to avoid missed/late appointments, frustration
 High costs to clients – missed and never scheduled
appointments, anxiety, money for transportation, cellphone minutes
 What happens with people who don’t have regular access topreventive care? They get sicker and end up in theemergency department and may be hospitalized.

Who are our Clients?
 Persons with severe and persistent mental illness, living

on limited incomes, who are uninsured or have Medicaid¡ Typical Medicaid client is living on $733/month May move frequently, may use “minute” phones
 May have health concerns that require paratransit for

immediate short-term needs or for certain trips, but may
be able to used fixed route sometimes or in the future May not have reliable friends and family members tohelp with rides
 Resourceful but need system that works for themWho are our Clients?
 Martha¡ Lost her job and will have to leave her home¡ Her son used to take her to appointments but is no longer able¡ Starts missing appointments and ends up in the ED
 Ana¡ Lives in trailer park over mile from bus stop¡ Speaks very little English¡ Easily confused when going to new places¡ At risk of losing services

Solution
We do not want to be transportation experts… because wearen’t. So we want -o ONE number to call to learn about paratransit options (and we wantoþþþ

call center operators to understand our client needs and be able tocommunicate in their language) – Regional Transit and Information
Center – SAME number to call for paratransit as fixed route
ONE website with web-based bilingual eligibility forms andinstructions
IMPROVED OPTIONS to schedule rides so we not have long holdtimes and we know that van will arrive and when (and ideallyeliminate double scheduling for Medicaid transports)
STREAMLINED process for expedited conditional trip eligibility
EXPANDED reduced fare options

One Call – One Click Services(www.onecalltoolkit.org by Community Transportation Association of America)

DistinctSystemsSomeCoordination

Fully
Integrated

Notes

Eligibility

Include 3 of 5 main paratransit
providers, common portal & crosstraining

Appropriate service

One call center for paratransit andfixed route, data collection to identify
opportunities to transition paratransit
riders for certain routes
Low Tech

SchedulingHigh Tech

Other

Auto call/texts toriders
Web-basedscheduling

Affordability

Increased use of
reduced fareoptions
Expanded
reduced fareoptions

Market Consumers identify transportation as barrier tobehavioral health Consumers identify cost, lack of awareness,frustration, and lack of trust as barriers totransportation
 Research shows 20-30% of paratransit users could
use fixed route for some trips, and riders are more
likely to be matched to appropriate ride if services
are handled through one call center Communication is key to reducing missed van rides
and appointments & requires new strategies

Outcomes
 Clients have enhanced independence, better healthand better quality of life Clinicians have higher show rates and workplacesatisfaction
 Transit system has fewer missed van rides andgreater ability to match riders to most cost effectivetransportation

Why Us, Why Now
 Engaged, informed partners¡ One large FQHC and one major health system with shared EHR¡ Case managers & consumer advocates ready to test and market thesolution with our clients and report on outcomes Aligns with other priorities within Durham County
Mayor’s Initiative to End Poverty looking at transportation as central toeconomic independence¡ Annual Durham Health Summit to focus on social determinants ofhealth this year¡ Duke University Health System exploring opportunity to create
Accountable Health Community with transportation as key component¡Preliminary Budget¡ $0 to enhance regional call center & website¡ Fixed, upfront costs÷ $250,000 for auto call/auto text software÷ $15,000 for provider portal÷ $300,000 for online scheduling software÷ $25,000 to administer and evaluate these efforts¡ Annual costs÷ $35,000 for paratransit & discount bus passes
÷ TBD annual fees for softwareQuestions?
Team Members
Stephanie L. Williams, Community Relations Supervisor, Alliance Behavioral Healthcare
Sally Wilson, Executive Director, Project Access of Durham County
Brian Fahey, Transit Administrator, GoTriangleLinda Thomas-Wallace, Transportation Program Manager, Durham County ACCESS
Pinkey Dunston, Community Member
Julia Gamble, Nurse Practitioner, Duke Outpatient Clinic
Heidi Dohnert, Community Support Team Manager, Carolina Outreach
Mel Downey-Piper, Director of Health Education, Durham County Department of Public HealthCharita K. McCollers, Social Worker, Lincoln Health Care for the Homeless Clinic
Lynn Thomas, Program Manager, Durham County Department of Social Services
Next Steps
Presentation to Senior Management, GoTriangle
Contact Information
Sally Wilson, swilson@projectaccessdurham.org, 919-470-7261
Stephanie Williams, swilliams@alliancebhc.org, 919-651-8854