addressing hiv testing, prevention, care and support service referral needs in california
TRANSCRIPT
Addressing HIV Testing, Prevention, Care and Support
Service Referral Needs in California
Dennis Fleming Intervention Specialist
California Department of Public Health Office of AIDS
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
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
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
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
#1 Service Request HIV Prevention Services
Care & Treatment Services
Service Categories for
Care & Treatment
Support Services
Service Categories for HIV Support
Additional Resources
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
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
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
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
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)
• 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
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
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
Improvements • Created service categories not covered in
NPIN (PEP, acute HIV diagnosis, benefits counseling)
• Increases in marketing to: – Health departments – Providers – Consumers – Advocacy groups
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!
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
Questions/Contacts Daniel Coronado
Dennis Fleming [email protected] F.E. Harrison (CDC) [email protected]