Appendix_C-_CAM_LM_05_28_2026.docx

Logic Model

Project or Program Name: Coordinated Access Model -Care About Me (CAM)

Goal: To provide standardization, greater efficiency, and increased transparency in how residents, families, caregivers, and professionals can access the appropriate services within Pinellas County’s behavioral health system.

What we invest

What we do

Who we reach

Recommended Minimum Staffing:

· 1 FTE Manager

· 3-4 FTE CAM Specialists

· .5 FTE Administrative Program Support Appian/HS Connects CAM Platform - Supports the data entry, assessment, scheduling, and information sharing services Omnichannel Contact Center Platform

Operational Hours:

· Every Weekday 8:00am – 7:00pm

· One Weekend Day, condensed hours

Triage and screen behavioral health intakes via:

· Phone

· Text

· Online Chat

· Self-Referrals

· E-Referrals

Administer standardized screening/assessment Tool(s) to identify the appropriate level of care

· LOCUS

· CAGE

· PHQ9

· ASAM

· Columbia Risk Assessment E-Schedule appointments with a CAM Care Provider based on reported wait times, appointment type, geographic location, insurance/fee structure, and resident choice Conduct follow-ups with residents Conduct satisfaction surveys with residents and providers Conduct ongoing marketing, outreach, and community engagement activities to increase awareness and utilization of CAM services Engage current and new providers and increase appointments available to residents through the CAM

Pinellas County Residents seeking behavioral health services

Metrics Collected via Appian/HS Connects CAM Platform:

Demographics

· Age

· Gender

· Race

· Ethnicity

· Language

· Employment Status

· Housing Status

· Veteran Status

· Insurance Status/Type

· Zip Code

# of CAM Contacts by type/method

· Inbound

· Phone

· Text

· Online Chat

· Self-Referrals

· E-Referrals

· Outbound

· Phone

· Text

· Online Chat

# of CAM Contacts

· Successful/Unsuccessful

· Duplicated/Unduplicated Residents

# by Referral Source (How residents heard about CAM services)

# of Total Screenings Completed by LOCUS/Assessment Score

Provider Capacity Utilization Rate

# of Appointments

· Scheduled

· Refused by Resident

· Refused by Provider

· Rescheduled

· No-Showed

· Service Type

· Provider

· Reasons (for other than scheduled)

Average days from referral to scheduled appointment

Level of Care Alignment Rate

· # of residents for whom a provider was available at the LOCUS recommended level of care at time of appointment scheduling

· # of residents referred to a different level of care than recommended

· by reason

· by provider

# of Re-Referrals (Residents scheduled for same service type within 90 days

· by reason

· by provider

Bridge Prescriptions

· # of 24 Hour Turn Around Rate

· # of Days Needed for Bridge RX

Post Appointment Scheduling CAM Follow-up Rate

· # of Follow Ups Attempted

· # of Follow Ups Completed

Total number of Providers who have been onboarded to CAM

· Populations Served

· Service Type

· Number of weekly appointments available

Resident Satisfaction with CAM Services

· # of Residents receiving Satisfaction Survey

· # of Satisfaction Surveys Completed

· # reporting satisfaction

Provider Satisfaction with CAM

· # of Providers receiving Satisfaction Survey

· # of Provider Surveys Completed

· # reporting satisfaction

Metrics to be collected via Vendor’s Platform:

Contact Volume Trends

· Time of Day

· Day of Week

Contacts/Call Handle Times

· Average total handle time

· Average Talk Time

· Average Hold Time

· Speed to answer

· Drop/Abandonment rate

· First contact resolution rate

· After Hours Contacts

· Live Call Response Rate

Staffing Coverage/Scheduling Increased Utilization of CAM Services (Year 1 Target = 20% Increase in monthly inquiries from baseline utilization levels (Current baseline average is 145 inquiries/month)) Improved Access to Services (Target = Maintain or improve the percentage of successful contacts from baseline levels of 75%) Improved Screening Completion (Target = Maintain or improve the percentage of residents that successfully complete a screening from baseline levels of 73%) Improved Connection to Care (Target = Maintain or improve the percentage of residents who successfully complete a screening and are scheduled for an appointment from baseline levels of 90%) Improved Timeliness of Care (Target = Maintain or decrease the average number of days from intake to initial appointment from baseline level of 12.5 days) Improved Appointment Attendance (Target = Maintain or improve attendance rates for scheduled appointments from the baseline level of 49%) Improved Level of Care Alignment Rate (Target = Maintain or improve the percentage of residents placed into recommended levels of care from the baseline level of 69%) Increase Provider Network and Service Capacity (Target = Increase the number of active provider partnerships from the baseline of 24 providers supporting 200 weekly appointments, with expansion in response to the anticipated increased utilization) image1.png