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Please call in for audio U.S. & Canada:     1-866-740-1260 Access Code: 2011408

Texting Works! Finding People Infected with an STD via Free Google Voice Texting. Please call in for audio U.S. & Canada:     1-866-740-1260 Access Code: 2011408. House Keeping Presentation ≈ 45 min Question & answer ≈ 15 min

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Please call in for audio U.S. & Canada:     1-866-740-1260 Access Code: 2011408

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  1. Texting Works!Finding People Infected with an STD via Free Google Voice Texting Please call in for audio U.S. & Canada:    1-866-740-1260 Access Code: 2011408

  2. House Keeping Presentation ≈ 45 min Question & answer ≈ 15 min This Webinar will be recorded and made available through our websites along with copies of the slides. www.sharedaction.org & www.sharedactionhd.org Please use the chat feature to ask questions.

  3. Funded by The Centers for Disease Control and Prevention (CDC) to provide FREE trainings and one-on-one technical assistance for Health Departments on: • Evidence-Based Interventions (EBIs) and Public Health Strategies • Monitoring and Evaluation. • Organizational Infrastructure and Program Sustainability

  4. Acknowledgements • AIDS Project Los Angeles • Center for HIV Identification, Prevention, and Treatment Services—UCLA • The Centers for Disease Control and Prevention

  5. Texting Works!Finding People Infected with an STD via Free Google Voice Texting Disease Intervention Program Multnomah County Health Department 8/24/2012

  6. Timeline

  7. Short Message Service (SMS) = “Texting”

  8. The Procedures

  9. The Procedures

  10. Golden Rules • Text messaging are not secure! • Subject to public records retention laws! • Phone Call first! • The purpose of sending a text message is to engage the individual in a voice call or face-to-face conversation • Protected health information (PHI) must never be sent via text messaging.”

  11. 24% texted(n = 497) 64% responded(n = 318) 2065 cases(GC, HIV, Early Syphilis) Data from Jan 2011 - August 23rd 2012

  12. 1558 Texted 23% 65% 28% 61% 498 Cases Responded Response by Gender Male Female

  13. 1534 Texted 23% 64% 23% 68% 28% 68% 231 300 Cases Responded Response by Disease Gonorrhea HIV Early syphilis

  14. 61% Texted 24% 62% 69% 24% 24% 24% 63% 444 831 295 463 Cases Responded Response by Age Group 1 - 20 21 - 30 31 - 40 41 - 60

  15. 1209 Texted 24% 67% 23% 58% 24% 75% 425 184 Cases Responded Response by Race/Ethnicity White African-American Hispanic

  16. 1083 Texted 23% 72% 25% 55% 980 Cases Responded Comparison: MSM vs. Non-MSM MSM Non-MSM

  17. Texted 19% 57% 29% 71% 745 803 Cases Responded Comparison: Jan 1st to August 23 2011 2012

  18. Next Steps “Google Voice” beta testing started 6/2012 • Reduce cost • Reduce Entry Barriers • Simplify the process

  19. Google Voice Tips Use your Google Voice task list to store the canned messages that have been approved by your program.

  20. Why Google Voice? • We rely on texting for partner notification. • We have texted 497 clients and 64% have responded. • Google voice provides the same capacity as a smart phone with zero cost! (Lynn George Informatics Manager)

  21. Why Google Voice? Phones are: • Costly • Cell phone texting may lead to repetitive motion injuries such as Carpal Tunnel Syndrome • Sending a large number of texts via cell phone is inefficient and time consuming. (Lynn George Informatics Manager)

  22. Goal of our Beta Test • Reduced texting costs: • Improved ergonomic safety for staff: • Increased texting business practice speed and efficiency: (Lynn George Informatics Manager)

  23. Google Voice Tip • Each DIS team can use one Google voice account • You can add a note to any text that was sent or received!

  24. Google Voice Procedure • Texts are an effective method for contacting individuals that are difficult to reach and do not respond to phone calls. • Texts are not secure and are subject to public records retention laws. • Staff should limit texts to clients who don’t respond to phone calls.

  25. Google Voice Tip Use a “canned” approved message, add phone number, clients name and your name to message.

  26. Google Voice Procedure The purpose of sending a text is to: • Engage the individual in a voice call or face-to-face conversation. • Or to inform them of an appointment time or meeting place or missed appointment. • Protected health information (PHI) must never be sent via text messaging. References: http://www.ncsddc.org/upload/wysiwyg/documents/IGE.pdf

  27. Procedure for texting clients via Google Voice • Texts carry the same risks as voicemails. • Messages may be viewed by other people • Use only approved messages

  28. Procedure for texting clients via Google Voice • Confirm the correct number before texting! • Send all texts using Google Voice Text via the account and number that is assigned to the user • All texts will be documented and stored by Multnomah County in accordance with record retention requirements.*

  29. Procedure for texting clients via Google Voice • Clients must be informed to never send PHI to Multnomah County via text • Do not erase any texts • Be prepared to respond immediately

  30. Procedure for texting clients via Google Voice • If the individual responds with a text, respond with another text asking them to call you. • Be aware of the tone of your text. It is extremely difficult to discern tone in text messages. Remain professional at all times. • Texts are limited to 160 characters. Most carriers will split up an oversized message.

  31. Procedure for texting clients via Google Voice • Some people don’t have text plans and may be charged more. • Texting should cease once contact is made with the individual or as soon as the case investigation is completed. • You must first obtain the client’s written consent, unless as part of a DIS case investigation.[1] • Personal texting with clients is strictly prohibited.

  32. Information you may include in text messaging

  33. Example of text that may be used • I am Jane Doe with Multnomah County and I need to speak with you. Please call me as soon as possible at 503-988-xxxx. • I am with Multnomah County and I have important information regarding your personal health. Please call me as soon as possible at 503-988-xxxx. • I am with Multnomah County and I have information regarding an urgent health matter. Please call me at 503-988-xxxx. • I have made numerous attempts to contact you. It is very important that we talk. Please call me at 503-988-xxxx.

  34. Responding to text messages • If a client responds to your text with a text, use an approved message to encourage the client to call you. • Never respond to a text from an individual that contains PHI. • Instead, send a new text to encourage the individual to call you.

  35. Sample responses to text messages • I am not able to give you specific information in a text message. Please call me at 503-988-3780. • I can tell you more when you call. Please call me at 503-988-3780. • This is urgent and needs your immediate attention. Please call me at 503-988-3780. • The information I have for you is confidential. I can tell you more when you call. Please call me at 503-988-3780. • [Or ask your supervisor or manager for guidance.]

  36. Documentation All texts must be documented in the client’s/contact’s record via the STD Database, including texts related to: • Contact attempts • Appointment reminders • Missed appointments

  37. Conclusions Testing can improve DIS outcomes. • 60%+ of clients were able to be interviewed after not responding to a phone call and before a mailouts or field visit. • Using Google Voice can reduce or eliminate barriers to entry, no cost.

  38. Citations • Kachur R, Adelson S, Firenze K, et al. Reaching patients and their partners through mobile:text messaging for case management and partner notification [letter]. Sex Transm Dis 2011;38:149 –150. • National Guidelines. Text messaging for partner notification. Available at:http://www.stdpreventiononline.org/index.php/resources/download/1300. Accessed November 2011. • Evidence Supporting the Use of Text Messaging for Partner Services • Mendez, Juan; Maher, Julie Sexually Transmitted Diseases. 39(3):238-239, March 2012.doi: 10.1097/OLQ.0b013e3182471b31

  39. Additional information Juan Mendez MA DIS Program Coordinator 503-988-3702 juan.a.mendez@Multco.us Special Thanks: Cesar Pecori CHS2 (Graphic Artist) Lindsay Jenkins (Research Analyst) Lynn George (Informatics Project Manager) For their help and support in this project!

  40. Q andA For future webinars or CBA services Oscar Marquez 213.201.1641 www.sharedaction.org

  41. Technical Bulletins • Focus Groups • Capacity Building Assistance • Evaluation • Survey Design • Clinical Supervision • OIPS: Internal Systems • Community Advisory Boards • Recruitment • Formative Research • Broadsheets • Latino Men & Bisexuality • Day Laborers • HIV Disclosure • Transgender & HIV Risk • Youth Engagement Shared Action Educational Materials @ Sharedactionhd.org

  42. Give us feedback! Please complete the post-webinar survey! Webinar Topic Feedback -Prevention for Positives -Drug and Alcohol Issues in HIV/AIDS -Empowering MSM to Change Behaviors -Super Infection -Harm Reduction Strategies

  43. Shared Action & Shared ActionHD Phone: 213.201.1641 Email: omarquez@apla.org www.sharedaction.org www.sharedactiohd.org

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