CESSA Subcommittee for Technology, Systems Integration & Data Management (TSIDM) February 21, 2023, 9:00 - 10:30 am
Meeting Minutes - Approved by Members 03/06/2023
Subcommittee members: Brent Reynolds, Cindy Barbera-Brelle, David Albert (Designee-Lee Ann Reinert), Richard Manthy, Alice Cary, Jim Kaitschuk
Expert Consultant Group (ECG) members: Peter Eckart, Chris Baldwin
- Welcome and Call to Order
- Meeting Logistics/OMA
- Roll Call and Approval of Minutes from previous TSIDM meeting
- Discussion regarding data needs and collection
- State Updates
- Wrap Up
- Public Comment
- Adjournment
The meeting was opened by Chair Brent Reynolds at 9:03 am.
Roll call
Present: Reynolds, Manthy, Kaitschuk, Reinert, Barbera-Brelle
Approval of previous meeting minutes
Reinert makes a motion for the minutes to be approved, Manthy seconds. Approved unanimously.
State Updates
Lee Ann Reinert
- SAMSHA asked to meet with Reinert to review security requirements in state provider contracts. In reality, it was Vibrant's contractor that failed, though some requirements may be passed on to the Illinois LLCs.
- State metrics showing that the Illinois answer rate by our LCCs are improving, at 79%, near the high in Illinois, steady improvement in call answer rate.
Presentation from Chris Baldwin, PATH, on data collection and use at PATH's 988 Lifeline Call Center
- Reynolds spoke with Craig Kowalski about connecting to their work with Amazon Web services.
- Reynolds: Do your counterparts at other LCCs have this same data?
- Baldwin: We don't know what the other LCCs do.
- Eckart: what about outcomes with callers?
- Baldwin: For Support only calls, as far as we can tell, things are wrapped up, because if they needed more intervention, they'd be referred in some way.
- We don't know what happens when folks leave us.
- 48 hour followup
- We are started to get confirmation email from 590 providers.
- Kevin Richardson, from PATH
- We have a data form for all 988 calls, so some of this is required by Vibrant. Some of it is supplemental, to help the crisis counselors. We do try to get a resolution if we can.
- Manthy: what does this cover?
- Just PATH, though we are the largest
- Do you know where the call is coming from?
- Because we are backup for the whole state, we can handle the call to completion.
- If you do send the calls to 911, how do you determine which 911 to call?
- We have a list of all the PSAPs and their coverage area, so we call the local PSAP for that area.
- Vibrant is routing based on area code. We converse with caller, we ask for zip code, which is how we organize our data. If uncooperative, we have ways to figure it out. We DO have access to a trace system but it's not reliable.
- We are also working on the least invasive intervention possible.
- In the high-risk scenarios, we have to get creative in order to find the location.
- 80% of calls are cell phone calls.
- Manthy: Is there any common data supplied to the state across the 988 centers?
- Manthy: when you do warm transfers, do you keep them on the phone and advise them as to the details of the call? What info is shared with the caller as the transfer is happening?
- Richardson: Generally, we get the caller's permission first, tell them what information will be included in the transfer, then we give a rundown of what we've discussed with the individual before the transfer is completed. The problem that we encounter is that we don't want to put callers on hold because the caller might hang up. So we use a process to engage another internal staff-person to make the next call.
- Reynolds: It would be valuable to our PSAPs to do a presentation to them so that they can better understand how the processes work.
- Can you share your data collection form?
- Richardson: we have shard the data form with the state, so you could ask them.
- Reynolds: Do you track times spent on different activities?
- Richardson: Yep. We have software that documents all of that, and then "Refer" which generated the data that Chris shared.
- Reynolds: for out-of-state calls, how do you track the calls that you transfer back out of the state of Illinois?
- Richardson: we don't transfer many of those calls out. Many times, the content of the call doesn't' require a local resource, just talk through. Per SAMSHA and Vibrant, general practice is to handle these calls.
- If we HAVE to transfer a call to local resources, we don't have those out of state, but we can try to connect folks to the right PSAP.
- Reynolds: is there training that you provider your staff on how to ask those questions that get to caller location creatively?
- Richardson: yes. We have been doing this since 2006, and we've developed these trainings.
- Eckart: referrals to "Psychiatric Mobile Response Teams."
- Yes, mostly MCRT, but also some SASS and a couple PMRT that operate outside of 590.
- MH and SUD Services reported together, but we can report by sub-categories, like these two.
- Manthy: We're looking to see how we can track and share information to the regions.
- Baldwin: We can't necessarily report on this yet without complicated reporting methods.
- A thought: I'm aware of our public services using HMIS that shares data across all orgs in the care continuum, which allows folks to understand how people move through the system.
- Richardson: And because everyone uses a system but they are different from each other, so (a) are they integratable, (b) does an integrated data
- Supplying some data to Amy Watson, perhaps that can be shared.
Public Comment
- Zachary Gittrich: Can the LCC call the phone company to ping the phone to get the right location?
- Richardson: No. Legally this information is available to the 911s but not within or through the 988 system.
- Gittrich: Can the state just approve that for the 988s to do?
- Reynolds: The 911 system has the ability "exigent circumstances" rule to break the wall to connect directly to the caller in an emergency.
- Craig Kowalski: One of the most informative meetings of any CESSA Subcommittee yet.
- Matt Fishback: C4 presented at the Region 11 RAC yesterday. Reported that they can't do warm handoffs to 911 center. I wonder what process can be created?
Meeting adjourned by Reynolds at 10:26
So moved Manthy, seconded by Reynolds.