Download
steve burton ceo sheila moran director of development n.
Skip this Video
Loading SlideShow in 5 Seconds..
Steve Burton, CEO Sheila Moran, Director of Development PowerPoint Presentation
Download Presentation
Steve Burton, CEO Sheila Moran, Director of Development

Steve Burton, CEO Sheila Moran, Director of Development

383 Vues Download Presentation
Télécharger la présentation

Steve Burton, CEO Sheila Moran, Director of Development

- - - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript

  1. Steve Burton, CEO Sheila Moran, Director of Development

  2. Who are we? • First Choice Health Systems, Inc, established in 1995 as a statewide network of behavioral health providers, manages various state contracts • Answered RFP in December 1999 to design and implement a statewide gamblers help program • We have received the contract to provide services to problem gamblers for almost 10 years

  3. West Virginia Facts • YES Virginia, there is a WEST by God! • 75 % of our state is covered by forest • We are the most mountainous state east of the Mississippi

  4. West Virginia Facts • We have the 5th highest poverty rate in the country • If you define ‘rural’ by living outside in a place with less than 50K people, 94% of our population is considered rural • Our population is 1.8 million

  5. Transportation in WV • Subway? That’s a restaurant, right? • Very few people in WV’s rural counties have access to public transportation

  6. Gambling in WV • 1984-Lottery legalized (over 20 years after NH!) • 1994-Slot machines allowed at racetracks (about 12,000 now in operation) • 2001-9,000 video poker machines installed in WV bars and restaurants • 2007-Table games legalized at WV racetracks • All four WV racetracks are now full blown casinos

  7. Understanding Rural Gambling • Case Study: Logan County • 37,000 people • 24% of population below poverty line • 37 mini-casinos operating in the county, each with 5-10 slot machines

  8. Gambling Treatment Funds in WV • Program originally funded at 225K in 2000 • As gambling expanded and our data demonstrated the need for more treatment, our funding increased • Program now funded at 1.6 mil=4th highest per capita gambling treatment funding in US

  9. What does all that mean ? • We faced many big challenges • Spreading the word about the help that is available….and getting people to call us • Remaining gaming neutral in a politically sensitive environment • Finding and training lots of counselors • Structuring an effective treatment program • Demonstrating to decision makers that our program was essential in the midst of budget cuts for other agencies

  10. Many State Gambling Treatment Programs: • Mail information or give caller name and phone number of a nearby counselor or give GA information • Have an estimated rate of callers who are actually seen face-to-face by trained professional of 5% to 10%. • Are not able to pay for treatment or advertising

  11. What About West Virginia? • First helpline in the nation to offer such aggressive, proactive interventions and track comprehensive data • High show-up rates • Asked to present at many local, state and national conference s • Viewed by many as model help-line program • Over 90 trained counselors • Currently 22 network counselors + our helpline staff have national certification

  12. WV Counselor Training • Counselors, social workers and psychologists • Minimum of 30 hours specialized training-most have much more • Quarterly Clinical Supervisions around the state • Advanced/Continuing Education

  13. 24-hour Helpline1-800-GAMBLER • Telephone answered by trained clinician • Most are Masters level professionals with national gambling certification • Initial therapeutic intake session completed • Crisis intervention

  14. All Callers offered free two-hour consult • Includes loved ones! • Scheduled while on the line • Goal is within 30 miles of residence • Within 72 hours of call • Referred to other support services and information mailed

  15. During the Consult • Clinician does thorough diagnostic assessment • Develops treatment plan • Refers to other support services • Sends us all the assessment data

  16. Treatment • We offer state funded treatment to any WV resident who cannot pay because: • They don’t have insurance • They have a large deductible • Our trained clinician is not in their “network” • Covers 20 session for gambler; 10 sessions for significant other • Competitive pay rates are essential

  17. Back in Our Office • Pre-appt courtesy call • Post-assessment follow-up • Treatment pre-certification • Treatment reimbursement for non-insured/under-insured • 6-month follow-up • 1-year and 2-year outcomes • Compile data

  18. What Really Makes Us Different • Customer Service!

  19. When our Help-line Rings • We race to the phone • Our HL clients won’t receive voice mail, busy signal, or answering service

  20. When We Answer Help-Line • Always control the conversation • Never answer questions passively • Don’t be afraid to ask questions • “Sell” appointment

  21. Our Results • We get good grades from our clients! • How many organizations even ask for regular feedback?

  22. Our Results • High appointment acceptance rate (up to 80%) • High show up rate (up to 80%)

  23. Our Results • “Recovery” defined as not gambling or significantly decreased gambling • Up to 80% of clients report success at long term follow up

  24. Data • We collect HUNDREDS of pieces of data • We do this without sounding like a telemarketer

  25. Why Is Data Important? • Use to evaluate: • New program services/treatment modes • Treatment techniques • Clinicians • Marketing efforts • Trends

  26. Why Data Matters-Tracking Trends • Geographic trends • Type of gambling trends • Demographic trends • Clinical trends • Rise and fall of call volume • Day and time of most call volume • Tracking repeat callers