PROTOTYPES Womens Center 845 E' Arrow Highway Pomona, CA 91767 909 6241233 Elke Rechberger, Ph'D' ST

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PROTOTYPES Womens Center845 E. Arrow
HighwayPomona, CA 91767(909) 624-1233Elke
Rechberger, Ph.D.STAR Project Director
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CURRENT STAR PROJECT AIM

• Of all clients admitted to the residential
  program, the number of days from 1st contact to
  date of admission will be no more than 7 days for
  80 of the clients. This will be achieved via
• doing everything possible to make sure client
  calls are answered by a live person
• reducing turn around time from referral calls
  from other agencies to 1st client contact

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CURRENT STAR PROJECT AIM (Cont.)

• exploring potentially changing location of intake
  from outpatient site to residential site
• revising phone screening process
• reducing length of intake time (modifying forms,
  reducing redundancies, etc.)

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PROTOTYPES RETENTION RATES

• 1st week 91 clients stayed in treatment
• 2nd week 85 clients stayed in treatment
• 3rd week 76 clients stayed in treatment
• 4th week 68 clients stayed in treatment

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PROTOTYPES RESULTS

• We reduced the time from
• First Client Request for Treatment
• to Clinical Assessment
• by 89

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PROTOTYPES RESULTS

• We reduced the time
• from Clinical Assessment
• to Treatment Admission
• by 70

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PROTOTYPES RESULTS

• We reduced the time from
• First Request for Treatment
• to Admission to Treatment
• by 74

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How Our Aims Were Achieved

• Conducted walk-through exercises to discover
  bottlenecks to client access to treatment
• Developed computerized data tracking spreadsheet
  for intake staff
• Tracked phone call patterns
  (after
  hours, on weekends, calls going to voicemail)
• Developed back-up list of staff to answer intake
  phone calls
• Cross-trained staff to complete initial client
  assessment

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How Our Aims Were Achieved (Cont.)

• Faxed number of available beds daily to referral
  source
• Instituted pagers for intake staff to increase
  accessibility
• Developed client satisfaction surveys about
  intake process
• Pilot-tested decentralizing our intake department
  into 2 divisions

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How Our Aims Were Achieved (Cont.)

• Reduced 14-page intake form
• Strengthened outreach to specific referral
  sources to better utilize contracts
• Instituted all-clients and all-staff
  communication meetings to highlight project aims,
  challenges, and successes