Transcript Document

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
Texas Department of State Health Services
and Health/Health Preparedness and
Human Services Commission/2-1-1Texas
Information & Referral Network
Texas H1N1 Public Health Emergency
Response
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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
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
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21,162 from medical providers
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Mostly for assistance on vaccine ordering and shipping
15,793 from the general public
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About 50 percent from sick people needing guidance
Also questions on vaccine location and vaccine safety
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Texas H1N1 Public Health Emergency
Response
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Tools Utilized
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(Insert DSHS Intake Screen)
(Insert Scoreboard Screen)
(Insert KB Screen)
(Insert Flu Locater Screen)
Tools Used
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H1N1 Flu Intake System
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Scoreboard
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Knowledge Base
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Google FluLocator
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H1N1 Flu Reporting System
Texas H1N1 Public Health Emergency
Response
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Tools Utilized
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(Insert DSHS Intake Screen)
(Insert Scoreboard Screen)
(Insert KB Screen)
(Insert Flu Locater Screen)
Texas H1N1 Public Health Emergency
Response
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Tools Utilized
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(Insert DSHS Intake Screen)
(Insert Scoreboard Screen)
(Insert KB Screen)
(Insert Flu Locater Screen)
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Search Word: Search for a word in Subject, Summary,
Source, Description or Taxonomy.
Event: H1N1 Novel Influenza
Taxonomy: Flu Vaccines
City
County:
Statewide
Start Date: 04/20/2010
Choose Date Time: 00:00 AM
End Date: 05/20/2010
Choose Date Time: 11:00 PM
Knowledge Base – Search Results
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
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H1N1 Vaccines Ongoing Bastrop 78602 - Bastrop County (STATEWIDE)
Article ID: 8822 05/05/10 12:50 PMH1N1 Novel Influenza Flu Vaccines
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H1N1 Vaccine – Ongoing
Hays County 78666
Article ID: 9563 05/05/10 09:54 AMH1N1 Novel Influenza Flu Vaccines
Ongoing H1N1 vaccines available
Burnet County 78654
Article ID: 9604 05/13/10 12:50 PMH1N1 Novel Influenza Flu Vaccines
Ongoing H1N1 vaccines available
Llano County 78634
Article ID: 9605 05/13/10 12:51 PMH1N1 Novel Influenza Flu Vaccines
Ongoing H1N1 vaccines available Blanco County 78606
Article ID: 9603 05/13/10 12:54 PMH1N1 Novel Influenza Flu Vaccines
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Knowledge Base – Search Results
Summary
The San Antonio Metropolitan Health District will be offering free H1N1 vaccines (mist and injections) for the general public and specific high risk groups
County:
Bexar
City:
San Antonio
Zip Code:
78216
Location:
Good Health! at Goodwill (by appointment only) Loop 410 @ Blanco Rd. San Antonio, TX 78216
Phone:
(210) 525-0059
Web Site:
http://www.sanantonio.gov/health/h1n1.html
Description
Good Health! at Goodwill (by appointment only)
Loop 410 @ Blanco Rd.
San Antonio, TX 78216
Description: The San Antonio Metropolitan Health District will be offering free H1N1 vaccines (mist and injections) for the general public and specific high risk groups.
Eligibility: None
Fees: None
Documents Needed: None
Intake: Call 210-525-0059 for an appointment
Hours of Operation: May 2010 - Weekdays by appointment; call for information
Service Area: San Antonio
www.TexasFlu.org
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Flu Vaccine Locator
How does a call get routed?
Dallam
Sherman
Hansford
Ochiltree
Lipscomb
Hartley
Moore
Hutchinson
Roberts
Hemphill
Oldham
Potter
Carson
Gray
Wheeler
Deaf Smith
Randall
Armstrong
Donley
North Central Texas Fort Worth Region*
North Texas Region
Panhandle Region*
Parmer
Castro
Swisher
Briscoe
North Central Texas Dallas Region*
Collingsworth
Hall
Texoma Region*
Childress
Hardeman
Bailey
Lamb
Hale
Cottle
Motley
Floyd
Wilbarger
North East Texas Region
Wichita
Foard
South Plains Region*
Clay
Cochran
Hockley
Lubbock
Crosby
Dickens
Yoakum
Terry
Lynn
Garza
Kent
King
Baylor
Knox
Montague
Archer
Cooke
Lamar
Grayson
West Central Texas Region
Bowie
Haskell
Jack
Young
Wise
Denton
Collin
Hopkins
Hunt
Throckmorton
Franklin
Delta
Stonewall
Concho Valley Region
Titus
Cass
Camp
Rockwall
Gaines
Permian Basin Region*
Dawson
Borden
Scurry
Fisher
Martin
Howard
Mitchell
Nolan
Jones
Shackelford
Taylor
Callahan
Parker
Palo Pinto
Tarrant
Andrews
Loving
El Paso
Winkler
Ector
Midland
Sterling
Coke
Glasscock
Coleman
Wood
Van Zandt
Erath
Gregg
Somervell
Crane
Reeves
Tom
Green
Reagan
Irion
Cherokee
Bosque
Anderson
Shelby
Limestone
San
Augustine
Coryell
Concho
McCulloch
Houston
Leon
Falls
Lampasas
San Saba
Schleicher
Pecos
Mason
Sutton
Burnet
Milam
Llano
Williamson
Terrell
Val Verde
Bastrop
Hays
Real
Fayette
Caldwell
Comal
Bandera
Uvalde
Chambers
Jefferson
Fort Bend
Gonzales
Bexar
Kinney
Harris
Deep East Texas
Region
South Central Texas Region*
Gulf Coast Region*
Colorado
Guadalupe
Alamo Region*
Orange
Liberty
Austin
Kendall
Central Texas Region*
Bryan/ College Station*
Hardin
Montgomery
Washington
Kerr
Edwards
Brewster
Lee
Tyler
San
Jacinto
Grimes
Burleson
Travis
Blanco
Polk
Walker
Brazos
Kimble
Gillespie
Presidio
Sabine
Madison
Menard
Crockett
Jeff Davis
Robertson
Jasper
Rio Grande Region*
Angelina
Trinity
Bell
Heart of Texas Region
Nacogdoches
Freestone
McLennan
East Texas Region
Panola
Rusk
Navarro
Hill
Mills
Upton
Harrison
Henderson
Brown
Ward
Marion
Smith
Ellis
Hamilton
Culberson
Upshur
Kaufman
Johnson
Eastland
Comanche
Runnels
Rains
Dallas
Stephens
Hood
Hudspeth
Red River
Fannin
Lavaca
Medina
Galveston
Wharton
Southeast Texas Region*
Brazoria
Wilson
De Witt
Middle Rio Grande Region
Maverick
Zavala
Frio
Atascosa
Jackson
Karnes
Matagorda
Victoria
Goliad
Dimmit
La Salle
McMullen
Live
Oak
Refugio
San Patricio
Jim
Wells
Webb
Duval
South Texas Region
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Nueces
Kleberg
Zapata
Jim
Hogg
Brooks
Kenedy
Starr
Tip of Texas Region*
Golden Crescent Region
Calhoun
Bee
Willacy
Hidalgo
Cameron
Aransas
Coastal Bend Region
What happens when someone dials 2-1-1?
Dial
2-1-1
Option 1:
Information
and Referral
Press 1
for English
Option 2:
Eligibility Support
Services
Press 2
for Spanish
Welcome to
2-1-1 Texas!
Press 0 for
other languages
Press 3
for TTY
*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
Service
Selection
Option 3:
Office of
Inspector General
Option 4
Disaster
Information**
What happens when caller selects Option 1?
Warm/Cold Transfer
To
Eligibility
Support Services
Assess
Caller’s
Need
Call Answered
by
Certified Call Specialist
Language Selection
SLA 80/60
Available 24/7
Prioritize Need
Search Database
For Resources
Contract with Caller
National Average I&R Call lasts 3-7 minutes
Advocate
if
Necessary
Warm/Cold Transfer
To
Local Office
Warm/Cold Transfer
To
Local Resources
What happened when someone dialed 2-1-1 During
H1N1 Pandemic?
Dial
2-1-1
Press 1
for English
Press 2
for Spanish
Welcome to
2-1-1 Texas!
Option 6:
Information about
the flu***
Press 0 for
other languages
Service
Selection
Press 3
for TTY
* 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
Option 1:
Information
and Referral
Option 2:
Eligibility Support
Services
Option 3:
Office of
Inspector General
Option 4
Disaster
Information**
Option 1:
General Information
and Referral
Option 2:
Speak with a
Medical person
Reporting - Call Distribution
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
10/27/2009 Medical Provider 0
0
0
0
0
0
0
0
0
0
0
0
0
8 9 23 28
2 11 27 32
21 22
27 32
10/26/2009 General Public
2
10/26/2009 Medical Provider 0
0
0
0
0
0
0
0
0
0
0
4
1
2
0
16
43
Grand Totals
17 21 14
25 35 36
17 18 14 26 19 31 14 12
28 30 19 25 11 0 2 0
29 24 22 27 45 23 24 19
30 26 21 23 17 14 2 1
4
0
17
2
7
290
0 248
Total: 538
1 13
0 1
7
1
3
313
0
276
Total: 589
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
Cumulative Report – General Public
Reporting Period: 8/24/2009-03/31/2010
LANGUAGE
English
REASON
Number of Calls
13645
Worried Well
5958
Sick
2424
Resources
867
Guidance
3141
Other
1172
Physician Consultation
83
Transferred to I&R
301
Spanish
Other
Total
2100
1003
448
142
354
161
2
38
23
6
0
2
7
0
15793
6984
2878
1009
3497
1340
85
66
1
368
Cumulative Report – Medical Provider
Reporting Period: 8/24/2009-03/31/2010
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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
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Anti-Viral
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34
5
8
1
12
0
0
2
7
69
General
Information
5764
179
209
62
117
292
9
56
469
7157
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ImmTrac
1413
132
118
7
91
92
5
45
321
2224
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*
Provider
Regis
4300 218
344
61
175
293
10
77
475
5953
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Vaccine
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Transferred
To I&R
10824
274
284
149
234
686
7
119
785
13362
16
0
4
1
3
1
0
0
5
30
Texas H1N1 Public Health Emergency
Response
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Project Funding
– Public Health Emergency Response (CDC)
– DSHS
– 2-1-1 Texas
Texas H1N1 Public Health Emergency
Response
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Lessons Learned
– Anticipate Need
– Identify Scalability
– Develop Policies
– Identify IT Needs and Preposition
– Develop Daily Operational Standards
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Stand Ready to Ramp Up
Contact Information
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
[email protected]
Beth Wick, LCSW, CIRS
Program Manager
HHSC/2-1-1 Texas I&R Network
512-483-5110
[email protected]