Mental Health Targeted Case Management Providers · PDF fileMental Health Targeted Case Management Providers Accessibility Survey . The following information is provided by participating

2014

Mental Health Targeted Case Management Providers Accessibility Survey

The following information is provided by participating South Country Health Alliance MH-TCM providers who filled out the 2014 Department of Human Services Accessibility Survey. All network MH-TCM providers were invited to take the survey, however not all invited providers responded. This list shows information from those who responded. “Not Answered” means a provider did not provide a response to the survey question.

Agency: Northern Pines Mental Health Center Pg 1

Agency Name: Northern Pines Mental Health CenterAgency Address: 1906 ‐ 5th Avenue SE Little Falls, MN 56345 Agency NPI/UMPI #: 1013904051 Agency Contact: Julie Leikvoll, Director of Operations Phone: 218‐821‐7818 Email: [email protected]

CLIENT ACCESSIBILITY

At the time of scheduling a new client appointment, does your MH‐TCM agency ask if the client has special needs or requires special accommodations?

Yes

Are clients allowed to bring service animals to their appointments? Yes

Do the MH‐TCM case managers in your agency meet with clients in their home?

Yes

Do the MH‐TCM case managers in your agency meet with clients in a community setting of their choice, such as a coffee shop?

Yes

Does your MH‐TCM provider agency offer services by videoconferencing to improve access to services?

Yes

Do you see clients in your MH‐TCM agency office? Yes

Do your waiting areas accommodate wheelchairs? Yes

Can your MH‐TCM agency accommodate a client who needs a private waiting area?

Yes

Do you have a 5‐foot wheelchair turning radius in at least one bathroom stall?

Yes

Can door handles in the client accessible areas be operated with a closed fist?

Yes

Is your reception desk at chair level? Yes

Is your MH‐TCM provider agency able to offer free, on‐site child care so that an adult client can participate in receiving services?

Yes

How soon are clients seen at your office within their scheduled appointment time?

0 ‐ 15 minutes


If public transportation is available to your MH‐TCM agency, what is the distance from the agency to public transportation?

At clinic

SCHEDULING

If a client requests an appointment, how long does it usually take to be seen by a MH‐TCM case manager?

Same day

Are clients given written appointment slips for future planned contacts (not just verbal)?

Yes

Do clients have the option to receive appointment reminders by text message for future planned contacts?

Yes

Do clients have the option to receive appointment reminders by phone message for future planned contacts?

Yes

Do your MH‐TCM case managers adjust the length of visits or contact to meet client needs? (Example: two 30 minutes sessions vs. one 60 minute session)

Yes

Are your agency’s MH‐TCMs available evenings to meet with clients if requested?

Yes

Are your agency’s MH‐TCMs available on weekends to meet with clients if requested?

Yes

If a client often misses appointments, how does your MH‐TCM provider agency respond most frequently? If you answer Other, please specify.

Appointment reminder call Postcard reminder Client activation planning

COMMUNICATION

Does your MH‐TCM provider agency allow clients to communicate with their case managers using phone, email or text; and are these communications documented in client file?

Yes

Are client phone calls and emails to your MH‐TCM provider agency returned within 48 hours?

Yes


Are client phone calls and emails to your MH‐TCM provider agency documented in client files at the time of response?

Yes

Does your MH‐TCM provider agency review materials for reading level, ease of understanding, non‐use of acronyms and font size before they are given to clients?

Yes

Does your MH‐TCM provider agency hold or participate in advisory committee/s to review policy and procedures for people with physical health or other disabilities?

Yes

If yes, please name the committees, host agency, and how often they meet:

Todd County Local Advisory Council ‐ monthly meeting hosted at Northern Pines;

How often does your staff receive training on dignity, respect and recovery for clients over the age of 21 with disabilities:

Yearly

How often does your staff receive training on dignity, respect and resiliency for clients under the age of 21 with disabilities:

Yearly

TRAINING

What accommodations are your MH‐TCM provider agency staff trained in to use regarding individuals with high anxiety:

Clients choose session sites, staff are trained in anxiety reduction and coping skills thus they can teach, sensitive to transportation needs, allow service animals


What accommodations are your MH‐TCM provider agency staff trained in to use regarding individuals with cognitive conditions:

Paraphrase, written information, attentive to level of reading ability, pace the rate of information being presented, collaborate with other team members

What training have your MH‐TCM case managers been given in the past two years (as of survey date) in order to assess the cultural values and beliefs of the clients and how often?

Relias training on cultural sensitivity provided annually. Last year our site hosted a partial day workshop on cultural sensitivity.

What training is your MH‐TCM provider agency staff given on community resources for clients and how often does this training occur?

Our staff works closely with the crisis line. The crisis line updates the resource manual several times a year.

PERSON‐CENTERED PLANNING

Does your MH‐TCM provider agency identify and involve the client’s personal support members in the client’s assessment and planning of their support plan?

Yes

Does your MH‐TCM provider agency involve the client’s identified personal support members in the client’s implementation and reevaluation of their support plan?

Yes

For clients 21 and older, are Individual Community Support Plans (ICSP) signed by the client and (if involved) other supportive individuals?

Yes

For clients 21 and older, are signed copies of the ICSP given to the client?

Yes


For clients under 21, are Individual Family Community Support Plans signed by the client and other supportive individuals?

Yes

For clients under 21, are signed copies of Individual Family Community Support Plans given to the client or other supportive individuals?

Yes

What is the average size of case manager caseload for a full‐time equivalency case manager (do not include supervisor or clinical supervisor time) at your MH‐TCM provider agency for adults in the preceding month before this survey?

15

What is the average size of case manager caseload for a full‐time equivalency case manager (do not include supervisor or clinical supervisor time) at your MH‐TCM provider agency for children in the preceding month before this survey?

15

CULTURAL CONSIDERATIONS

Do your MH‐TCM case managers use a systematic approach to assessing the cultural values and beliefs of the client and incorporate them into their support plan?

Yes

Does your MH‐TCM agency employ case managers that speak languages of client cultural groups?

Yes

Please list what language(s) besides English in which at least one case manager is fluent as of the day you are completing this survey:

Spanish

Does your MH‐TCM agency specialize in working with a specific population?

No

Please describe the specific population(s). Not Answered

Does your MH‐TCM agency provide written materials in languages other than English?

Yes

Please list the other language(s) that your print materials are available under.

Spanish

QUALITY ASSURANCE

Does your MH‐TCM provider agency utilize an annual client satisfaction survey?

Yes


Are the results of client satisfaction surveys available to the public? Yes

Where are the results of your client satisfaction survey located? Clinical Director's e‐files

Agency: Sibley County Public Health & Human Services Pg 1

Agency Name: Sibley County Public Health & Human Services Agency Address: 111 Eighth Street Gaylord, MN 55334 Agency NPI/UMPI #: A000072800 Agency Contact: Vicki Stock, Director Phone: 507‐237‐4000 Email: [email protected]



Yes



Yes


Yes


Yes




No


No


No

Is your reception desk at chair level? No


No


0 ‐ 15 minutes



At clinic

SCHEDULING


Within 1 week


Yes


No


No


Yes


Yes


No


Appointment reminder call

COMMUNICATION


Yes


Yes



Yes


No


No



Less than or at least every 6 months



TRAINING




Internal training ‐ ongoing by Supervisor and annually by Agency Director.


Ongoing discussions with Supervisor and other agency personnel.




Yes


Yes


Yes


Yes


Yes


Yes


28


28



Yes


Yes


Spanish



No



Yes


Spanish

QUALITY ASSURANCE


No

Are the results of client satisfaction surveys available to the public? Not Answered

Where are the results of your client satisfaction survey located? Not Answered

Agency: Kanabec County Pg 1

Agency Name: Kanabec CountyAgency Address: 905 E Forest Mora, MN 55051 Agency NPI/UMPI #: 1700047552 Agency Contact: Charles Hurd, Adult Services Supervisor Phone: 320‐679‐6357 Email: [email protected]



Yes



Yes


Yes


Yes




Yes


Yes


Yes



Yes


0 ‐ 15 minutes



At clinic

SCHEDULING


Within 48 hours


Yes


Yes


Yes


Yes


Yes


No


Terminate services Appointment reminder call Postcard reminder

COMMUNICATION


Yes


Yes



Yes


No


Yes


The county has many meetings to discuss safety and access in its departments including SS/PHN.


Yearly


Yearly

TRAINING


We use person‐centered approaches and staffing of specific client issues including anxiety to meet the issues involved in the delivery of our services.



We use person‐centered approaches and staffing of specific client issues including cognative conditions to meet the issues involved in the delivery of our services.


This varies staff to staff. We currently do not have a minority or ethnic group in our county. If one should move into our area we would develop specific training to work with that group.


We have limited staff and providers. We have staff that work closely and attend many team meetings with one and other that gives each one the oppertunity to learn about community resources.



Yes



Yes


Yes


Yes


Yes


No


25


12



Yes


No


Not Answered


No




Yes


We have a service that covers any language if needed

QUALITY ASSURANCE


No



Agency: Quality Case Management, Inc. Pg 1

Agency Name: Quality Case Management, Inc.Agency Address: 203 10th Ave NW Austin, MN 55912 Agency NPI/UMPI #: 1578658282 Agency Contact: Gary T. Corcoran, Owner/President Phone: 507‐437‐9085 Email: [email protected]



Yes



Yes


Yes


No


Do your waiting areas accommodate wheelchairs? No


Yes



Yes



No


0 ‐ 15 minutes



1‐6 blocks

SCHEDULING


Within 1 week


Yes


No


Yes


Yes


Yes


Yes


Appointment reminder call Client activation planning Other: Every C/M can be reached by their cell phone. Calls are returned within 24 hrs.

COMMUNICATION


Yes



Yes


No


Yes


Yes


CREST Advisory (Qtr) ‐ LAC (mo) ‐ CSSA (mo) ‐ Adult Protection (mo) ‐ CSP (mo) ‐ C/M Forums (mo)


Yearly


Yearly

TRAINING


Relaxation ‐ coping skills ‐ deep breathing exercises


Handouts ‐ supportive services


Instruction at time of hire.


CSSA Mtg monthly along with weekly staff meetings.




Yes


Yes


Yes


Yes


Not applicable, our agency does not service clients under the age of 21.


Not applicable, our agency does not service clients under the age of 21.


29


Not Answered



Yes



No


Not Answered


Yes

Please describe the specific population(s). Adults with a mental illness


No


Not Answered

QUALITY ASSURANCE


Yes

Are the results of client satisfaction surveys available to the public? Yes

Where are the results of your client satisfaction survey located? They are in the office and available upon request.

Agency: Fernbrook Family Center Pg 1

Agency Name: Fernbrook Family CenterAgency Address: 419 Bush St Red Wing, MN 55066 Agency NPI/UMPI #: 143742791 Agency Contact: Jill Tourney, Children's Mental Health Case Manager Supervisor Phone: 651‐212‐7429 Email: [email protected]



Yes



Yes


Yes


No




Yes


Yes


No

Is your reception desk at chair level? NA


No


0 ‐ 15 minutes



1‐6 blocks

SCHEDULING


Within 1 week


No


Yes


Yes


Yes


Yes


No


Appointment reminder call Other:

COMMUNICATION


Yes


Yes



Yes


No


No






TRAINING


The staff is trained in coping skills (deep breathing, taking a break, distration, redirecting), private rooms and in‐home visits to reduce anxiety.




The staff attends weekly continued education meetings. New employees attend a a weekly new hire meeting for 6 months. Cultural values and beliefs are subjects of these meetings.


The staff attends Child Protection meeting weekly to gather resources for the clients. Staff attends county wide mental health collaboration meetings 4 times a year.



Yes


Yes


Not applicable, our agency does not service clients over the age of 21.


Not applicable, our agency does not service clients over the age of 21.



Yes


Yes



15



Yes


No


Not Answered


No



Yes


Spanish

QUALITY ASSURANCE


Yes


Are the results of client satisfaction surveys available to the public? No


Agency: Olmsted County Pg 1

Agency Name: Olmsted CountyAgency Address: 2100 Campus Drive SE Suite 200 Rochester, MN 55904 Agency NPI/UMPI #: 1053567495 Agency Contact: Mary O'Neil, Adult Behavioral Health Program Manager Phone: 507‐328‐6247 Email: [email protected]



Yes



Yes


Yes


Yes


Do your waiting areas accommodate wheelchairs? Not Answered


Not Answered


Not Answered


Not Answered

Is your reception desk at chair level? Not Answered


Not Answered


0 ‐ 15 minutes



At clinic

SCHEDULING


Within 2 weeks


Yes


No


Yes


Yes


No


No


Appointment reminder call Client activation planning Other: Specific meeting to address voluntary status, barriers, needs for TCM

COMMUNICATION


No



Yes


Yes


Yes


No



Not at all


Not at all

TRAINING


Keep client well informed ahead of time; set expectations ahead of time; varied locations/times to meet.


Written materials; calendars; few topics at one time.


Diversity training offered through the county; training is offered every year.



No formal training occurs; ongoing communication among case managers regarding new resources in community.



Yes


Yes


Yes


Yes


No


No


30


Not Answered




No


No


Not Answered


No



Yes


Spanish, Somali

QUALITY ASSURANCE


No



Agency: Goodhue County Social Services Pg 1

Agency Name: Goodhue County Social ServicesAgency Address: 426 West Ave. Red Wing, MN 55066 Agency NPI/UMPI #: A000025600 Agency Contact: Abby Villaran, Social Services Supervisor Phone: 651‐385‐6185 Email: [email protected]



Yes



Yes


Yes


No




No


No


No



No


0 ‐ 15 minutes



1‐6 blocks

SCHEDULING


Within 2 weeks


Yes


No


No


Yes


No


No


Postcard reminder

COMMUNICATION


Yes


Yes



Yes


No


No



Yearly


Yearly

TRAINING


Informal calming exercises such as breathing, bringing to back to physical space, asking person what helps them, bringing someone else (with consent) to appointment, etc.


Giving information in different learning styles (verbal, written, different levels of difficulty).



Unsure‐this training is not provided on a regular schedule but case managers have training on various cultural issues.


Informal procedure and information of resources. We keep updated information on different resources for numerous issues one might need help with‐accessible to all staff and people served



Yes


Yes


Yes


Yes


Yes


Yes



55


Not Answered



Yes


No


Not Answered


No



Yes


Spanish‐can obtain other languages as needed specific to client needs

QUALITY ASSURANCE


No



Agency: Wadena County Human Services Pg 1

Agency Name: Wadena County Human ServicesAgency Address: 124 1st St. SE Wadena, MN 56482 Agency NPI/UMPI #: M578523500 Agency Contact: Lori Miller, Adult Services Supervisior Phone: 218‐632‐2567 Email: [email protected]



Yes



Yes


Yes


Yes




Yes


Yes


Yes



Yes


0 ‐ 15 minutes



At clinic

SCHEDULING


Within 1 week


Yes


No


Yes


Yes


No


No


Other: The TCM worker will call to reschedule.

COMMUNICATION


Yes


Yes



No


Yes


No



Yearly


Yearly

TRAINING


Staff on trained on mental health diagnoses and how to approach clients.


Staff are trained in cognitive conditions and how to approach consumers.


Staff attend DHS trainings.


No training. Agency has a resource manual for reference.




Yes


Yes


Yes


Yes


Yes


Yes


30


24



No


No


Not Answered



No



No


Not Answered

QUALITY ASSURANCE


No



Agency: South Central Human Relations Center Pg 1

Agency Name: South Central Human Relations CenterAgency Address: 610 Florence Avenue Owatonna, MN 55060 Agency NPI/UMPI #: 1063437564 Agency Contact: Scott Westbrock, MSW, LICSW; Adult Case Management Supervisor Phone: 507‐451‐2630 Email: [email protected]



No



Yes


Yes


No




Yes


Yes


Yes



No


0 ‐ 15 minutes



1‐6 blocks

SCHEDULING


Within 1 week


Yes


No


No


Yes


Yes


No



COMMUNICATION


Yes


Yes



Yes


Yes


Yes


Minnesota Association of Community Mental Health Programs ‐‐ various meetings for administration


Yearly


Yearly

TRAINING


Meeting with client where comfortable, sitting with client, provide support, quiet , meeting area.


Meet at home or comfortable setting, quiet meeting areas.



UCare Cultural Sensitivity Training (also done at time of hire). This is reviewed/assessed with clients every six months. Case managers receive additional training as necessary.


On‐the‐job training for learning resources as well as sharing of new resources during staff meetings.



Yes


Yes


Yes


Yes


Yes


Yes



32


22



Yes


No


Not Answered


No



No


Not Answered

QUALITY ASSURANCE


Yes



Agency: Zumbro Valley Health Center Pg 1

Agency Name: Zumbro Valley Health CenterAgency Address: 343 Woodlake Drive SE Rochester, MN 55904 Agency NPI/UMPI #: 1801961263 Agency Contact: Tina Nunemacher‐Tews Phone: 507‐535‐5705 Email: [email protected]



Yes



Yes


Yes


No




Yes


Yes


Yes



No


0 ‐ 15 minutes



At clinic

SCHEDULING


Same day


No


Yes


Yes


Yes


Yes


Yes



COMMUNICATION


No


Yes



Yes


Yes


No



Yearly


Yearly

TRAINING


Design meeting locations, duration, frequency of appointments to meet the client needs.


Change approaches to meet clients needs.


Cultural considerations and a panel discussion.


Monthly staff meetings and individual clinical supervision.




Yes


Yes


Yes


Yes


Yes


Yes


28


14



Yes


Yes


Vietnamese, Cambodian, Somali



Yes

Please describe the specific population(s). Somali, Vietnamese, Cambodian, ethnicity


Yes


Somali, Cambodian, Vietnamese

QUALITY ASSURANCE


Yes



Agency: Brown County Family Services Pg 1

Agency Name: Brown County Family ServicesAgency Address: 1117 Center Street New Ulm, MN 56073 Agency NPI/UMPI #: A000008600 Agency Contact: Barb Dietz, Adult Social Service Supervisor Phone: 507‐359‐6538 Email: [email protected]



Yes



Yes


Yes


Yes




Yes


Yes


No



No


0 ‐ 15 minutes



At clinic

SCHEDULING


Within 1 week


Yes


No


No


Yes


Yes


Yes


Other: The TCM case mgr will contact client by phone (or letter if no response) to check in

COMMUNICATION


Yes


Yes



No


No


No



Yearly


Yearly

TRAINING


MH‐TCM case mgrs trained to deal w/such clients and accomodations made on individual basis.


MH‐TCM case mgrs trained to deal w/such clients and accomodations made on individual basis



Staff attend an annual MH conference and several trainings throughout the year and have the ability to attend sessions to help them assess this.


Information on new resources are provided weekly to case managers. Periodically (1‐2x month) presenters come in to talk about the services they offer.



Yes


Yes


Yes


Yes


Yes


Yes



38


15



No


No


Not Answered


No



No


Not Answered

QUALITY ASSURANCE


No



Documents

Mental Health Targeted Case Management Providers · PDF fileMental Health Targeted Case Management Providers Accessibility Survey . The following information is provided by participating