addressing hiv testing, prevention, care and support service referral needs in california
TRANSCRIPT
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Addressing HIV Testing, Prevention, Care and Support
Service Referral Needs in California
Dennis Fleming Intervention Specialist
California Department of Public Health Office of AIDS
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National HIV/AIDS Strategy • Instructs “health departments to
provide…local information on where to access care and support services… (and that they be) disseminated online.”
• Limited resources encourage collaborating
with and sharing already developed resources across funding streams
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Service Referral Line • OA lost all state funding for testing, prevention,
care and support services in 2009 • As part of re-prioritization, brought telephone
hotline in-house • Leveraged CDC and NPIN resources • Established Referral Line
– Telephone line with live operators – Live chat – Website
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The one comprehensive and easy to use website needed to find California HIV Testing, Prevention, Care & Treatment,
and Support Services in your area.
Easy to remember URL:
www.HIVServicesCA.com
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Service Referral Line • Staff member answers calls and chats
during business hours • Line redirects callers to 24 hour crisis line
after hours • Callers seeking information (vs. referrals)
are referred to HIV/AIDS resources and services such as HIV testing, prevention, care and treatment and support services in their area
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#1 Service Request HIV Prevention Services
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Care & Treatment Services
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Service Categories for
Care & Treatment
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Support Services
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Service Categories for HIV Support
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Additional Resources
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Six Month Evaluation
• 4568 calls were received (>750 per month) • Of these, 13% requested information in
Spanish • 2439 (53%) selected an option provided
on the recording – General HIV/AIDS information – STD services – Emotional support services – Operator assistance
– Of these, 14% requested operator assistance
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Calls to the Hotline
– 47% General HIV information – 26% Service referral assistance – 17% Emotional support services – 10% STD testing services – ½ male, ½ female
• 87% of living cases in CA are in men
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Location of Calls to Operators
• 48% Los Angeles and San Francisco areas – 55% of living cases are in these areas
• 32% High HIV/AIDS prevalence counties – 39% of living cases are in these areas
• 19% Other counties • 1% Outside California
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Referrals Made by Operators • 34% HIV testing sites • 20% Exposure risk/test accuracy questions • 11% Other • 9% Insurance • 6% HIV prevention services • 6% Care and treatment • 2% ADAP specific • 2% PEP
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Chats
• Approximately 159 over 5 months (32 / month)
• 52% LA, SF and other high prevalence counties – 94% of living cases are in these areas
• 28% Other CA counties • 20% Outside CA (including international)
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• Main interaction difference from calls: – 41% Exposure risk/test accuracy questions from Chats
vs. – 20% Exposure risk/test accuracy questions from Calls
Referrals Made by Operators
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Website
• 9340 hits to the website over 5 months – 2701 searches for services
• 65% outside California • 24% LA, SF, and high HIV/AIDS
prevalence counties
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Conclusion
• By utilizing existing information resources – Comprehensive service referral system can
be established – Provide service referral without overwhelming
staff – 14,000 contacts over 6 months
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Improvements • Created service categories not covered in
NPIN (PEP, acute HIV diagnosis, benefits counseling)
• Increases in marketing to: – Health departments – Providers – Consumers – Advocacy groups
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How can you help? • Refer people to the service • Refer contractors to update (or sign up)
listings • Add organizations to it yourself via update
form available on the OA website • Visit us by chat or call!
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Acknowledgements
We would like to formally thank the Centers for Disease Control for partnering with the California Office of AIDS in developing this
resource for Californians
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Questions/Contacts Daniel Coronado
Dennis Fleming [email protected] F.E. Harrison (CDC) [email protected]