NIATx The Human Service Center Serving Forest, Oneida, and Vilas Counties

1. NIATx The Human Service CenterServing Forest, Oneida, and Vilas Counties Change Team: Connie Alft, Jodi Baker, Tracy Bellman, Tamara Feest, Teri Haenel, Marilyn Knuteson, Michelle Ruka, De Ana Suggs, & Donna Shimeck

2. The Client Connection Project

3. AIM • Reduce hospital readmissions by increasing client’s connection to services after discharge from psychiatric hospitalization via follow up phone call/contact 72 hours after discharge from hospital

4. CHANGE • Developed tracking system to monitor contact (assessment, follow-up phone call) • Incorporated a psycho-social assessment • Implemented rotation for case managers to assess clients at hospital • Made phone/face to face contact with client’s after hospitalization • Provided short-term case management services when needed

5. RESULTS • Completion Date of Project is October 31,2012 We started with a 0% baseline and in the process: ~ 24 persons were assessed at the hospital ~11 persons were contacted with follow-up phone calls

6. NEXT STEPS • Continue with assessment/tracking/follow-up process • Collect data to better understand if project implementation had a financial impact

7. IMPACT • Positive reputation with clients • Created a way to improve agency services with a different-more collaborative approach • Gained a better understanding of how influential the assessment process can be when follow up is included

8. Personal Piecethat Influenced our Agency • As a team, we felt that by making our assessment tool more personal to and for our service participants they were more receptive towards services that they may otherwise have denied; and we found that at times, service participants would call at a later date for services. The relationship between service participant and provider is essential.