ATTACHMENT 2 - inTransition Performance Measures.xlsx
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Department of the Army Medical Command
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Data by Measure & Objective
| Objective | Performance Measure(s) | Population | Data | Format | Monthly | Quarterly | Annually | |
| 1 | Attempts at Contact | Outbound referrals | Number of referrals received by referral source (e.g., DHA, PDHA/PDHRA, SHPE, etc) and date referral received | Table | X | X | ||
| 1 | Attempts at Contact | Outbound referrals | Total number of attempts at contact by type (e.g., telephone, e-mail, etc) | Table | X | X | ||
| 1 | Attempts at Contact | Outbound referrals | Total number of attempts at contact by time (in business days) (e.g., 1-3 days, 4-6 days, 7 days, 8-10 days, more than 10 days) since receiving SM contact information | Table | X | X | ||
| 1 | Contacts | Outbound referrals | Number of referrals received by referral source (e.g., DHA, PDHA/PDHRA, SHPE, etc) | Table | X | X | X | |
| 1 | Contacts | Outbound referrals | Number of SMs contacted from referrals who were contacted within 7 days of receiving referral by referral source (e.g., DHA, PDHA/PDHRA, SHPE, etc) | Table | X | X | X | |
| 1 | Contacts | Outbound referrals | Number of SMs who could not be contacted from referrals within 7 days of receiving referral by referral source (e.g., DHA, PDHA/PDHRA, SHPE, etc.), and reason (e.g., SM nonresponsive, incorrect contact information) | Table | X | X | X | |
| 1 | Referral Disposition | Inbound and Outbound referrals | Number of SMs who could not be contacted from referrals by program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc.), and reason (e.g., SM nonresponsive, incorrect contact information) | Table | X | X | X | |
| 1 | Referral Source | Inbound and Outbound referrals | Number of referrals received by month received program model (Inbound, Outbound) and referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc) | Table | X | X | X | |
| 1 | Referral Source | Inbound and Outbound referrals | Number of referrals received with incorrect contact information by program model (Inbound, Outbound) and referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc) | Table | X | X | X | |
| 1 | Referral Source | Inbound and Outbound referrals | Number of duplicate referrals received | Statistic | X | X | X | |
| 1 | Referral Source | Inbound and Outbound referrals | Number of referrals received by program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc), and branch of Service component | Table | X | X | X | |
| 1 | Referral Source | Inbound and Outbound referrals | Number of referrals received by program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc), and duty Statisticion | Table | X | X | X | |
| 1 | Referral Population | Inbound and Outbound referrals | Number of referrals received by program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc.) and reasons for referral to the program (e.g., currently in MH treatment, recent inpatient hospital stay, had 2 outpatient MH appointments, 1 appointment with MH/TBI diagnosis in month prior to separation, etc.) | Table | X | X | ||
| 1 | Referral Population | Inbound and Outbound referrals | Number of referrals received by program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc.) and primary identified MH concern (eg., PTSD, depression, combat stress, compassion fatigue, domestic violence, TBI, cognitive symptoms, psychological symptom, etc.) | Table | X | X | ||
| 1 | Referral Population | Inbound and Outbound referrals | Number of SMs referred to the program with a single identified mental health concern | Statistic | X | X | ||
| 1 | Referral Population | Inbound and Outbound referrals | Number of SMs referred to the program with multiple identified mental health concerns | Statistic | X | X | ||
| 1 | Referral Disposition | Inbound and Outbound referrals | Number of SMs referred to the program by program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc.) | Table | X | X | X | |
| 1 | Referral Disposition | Inbound and Outbound referrals | Number of SMs with whom the program made contact by program model (Inbound, Outbound) and referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc) | Table | X | X | X | |
| 1 | Referral Disposition | SMs with whom the program made contact via Inbound and Outbound referrals | Number of SMs who opted out of program services by program model (Inbound, Outbound), reason (i.e., not interested in the program, already connected to mental health services/do not need program), and if SM requested VA resources when opting out (Yes/No) | Table | X | X | X | |
| 1 | Contacts | SMs with whom the program made contact via outbound referral | Descriptive statistics (min, max, mean, median, mode) on time (in days) from receipt of referral contact information to program staff actually making contact with SM | Statistic | X | X | X | |
| 1 | Attempts at Contact | SMs with whom the program made contact via outbound referral | Descriptive statistics (min, max, mean, median, mode) on the total number of attempts at contact | Statistic | X | X | ||
| 2 | Intakes | Inbound calls | Total number of inbound calls by type of caller (e.g., SM, family member, leader, clinician, other) | Table | X | X | ||
| 2 | Intakes | Inbound calls | Descriptive statistics (min, max, mean, median, mode) on time (in seconds) to answer calls (call response time) received | Statistic | X | X | ||
| 2 | Intakes | Inbound calls | Total number of calls that were answered outside the 8-10 second range | Statistic | X | X | ||
| 2 | Intake Disposition | Inbound intakes conducted with a provider | Descriptive statistics (min, max, mean, median, mode) on number of attempts to contact SM (when intake conducted with provider not SM) to schedule first coaching session | Statistic | X | X | ||
| 2 | Intake Disposition | |||||||
| Inbound intakes conducted with a provider | Descriptive statistics (min, max, mean, median, mode) on time (in days) from completion of intake to scheduling of first coaching session with a SM (when intake conducted with provider not SM) | Statistic | X | X | ||||
| 2 | Intake Demographics | Intakes completed via Inbound and Outbound referral | Number of intakes completed by program model (Inbound, Outbound), type of respondent (SM, provider), and referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc.) | Table | X | X | X | |
| 2 | Intake Demographics | Intakes completed via Inbound and Outbound referral | Number of intakes completed by month completed, program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc), and branch of Service component | Table | X | X | X | |
| 2 | Intake Demographics | Intakes completed via Inbound and Outbound referral | Number of intakes completed by month completed, program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc), and duty station | Table | X | X | X | |
| 2 | Intake Demographics | Intakes completed via Inbound and Outbound referral | Number of intakes completed by month completed, program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc), and primary identified MH concern (eg., PTSD, depression, combat stress, compassion fatigue, domestic violence, TBI, cognitive symptoms, psychological symptom, etc.) | Table | X | X | ||
| 2 | Intakes | Intakes completed via Inbound and Outbound referral | Number of intakes completed by program model (Inbound, Outbound), type of respondent (SM, provider), and referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc.), | Table | X | X | ||
| 2 | Intakes | Intakes completed via Inbound and Outbound referral | Descriptive statistics (min, max, mean, median, mode) on time (in days) from receipt of SM contact information and completion of intake | Statistic | X | X | ||
| 2 & 3 | Intake Disposition | |||||||
| Time to First Coaching Session | Intakes completed via Inbound and Outbound referral | Number of SMs who opt out of program services by program model (Inbound, Outbound), reason (i.e., not interested in the program, already connected to mental health services/do not need program), and if SM requested VA resources when opting out (Yes/No) | Table | X | X | X | ||
| 2 & 3 | Intake Disposition | |||||||
| Time to First Coaching Session | Intakes completed via Inbound and Outbound referral | Descriptive statistics (min, max, mean, median, mode) on time (in days) from scheduling of first coaching session to actual first coaching session | Statistic | X | X | |||
| 3 | Time to First Coaching Session | Intakes completed via Inbound and Outbound referral | Descriptive statistics (min, max, mean, median, mode) on time (in days) from intake to first coaching session | Statistic | X | X | ||
| 3 | Coaching Demographics | SMs who completed intake and did not opt out of program | Number of SMs who completed at least one coaching session by program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc.), and branch of Service component | Table | X | X | X | |
| 3 | Coaching Demographics | SMs who completed intake and did not opt out of program | Number of SMs who completed at least one coaching session by program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc.), and duty station | Table | X | X | X | |
| 3 | Coaching Demographics | SMs who completed intake and did not opt out of program | Number of SMs who completed at least one coaching session by program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc), and primary identified MH concern (eg., PTSD, depression, combat stress, compassion fatigue, domestic violence, TBI, cognitive symptoms, psychological symptom, etc.) | Table | X | X | ||
| 3 | Time to First Coaching Session | SMs who completed intake and did not opt out of program | Average number of days from intake to first coaching session by program model (Inbound, Outbound), and referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc) | Table | X | X | ||
| 3 | Time to First Coaching Session | SMs who completed intake and did not opt out of program | Number of SMs whose first coaching session occurred more than 5 business days after completing an intake | Statistic | X | X | ||
| 3 | Time to First Coaching Session | SMs who completed intake and did not opt out of program | Number of SMs who requested that their first coaching session occur more than 5 business days after completing an intake | Statistic | X | X | ||
| 3 | Coaching Sessions | SMs who completed intake and did not opt out of program | Number of SMs who completed coaching sessions by the number of sessions (i.e., one coaching session, two coaching sessions, three coaching sessions, more than three coaching sessions), program model (Inbound, Outbound), and referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc) | Table | X | X | X | |
| 3 & 4 | Time to First Coaching Session | |||||||
| Frequency of Coaching | SMs who completed intake and did not opt out of program | Number of SMs who completed at least one coaching session by program model (Inbound, Outbound) | Table | X | X | X | ||
| 3 & 4 | Coaching Sessions | |||||||
| Frequency of Coaching | SMs who completed at least one coaching session | Descriptive statistics (min, max, mean, median, mode) on number of coaching sessions per SM | Statistic | X | X | X | ||
| 3 & 4 | Coaching Sessions | |||||||
| Frequency of Coaching | SMs who completed at least one coaching session | Descriptive statistics (min, max, mean, median, mode) on time (in days) between coaching sessions | Statistic | X | X | X | ||
| 4 | Frequency of Coaching | SMs who completed at least one coaching session | Number of SMs who have not had telephone contact with their coach in the past week | Statistic | X | X | ||
| 4 | Frequency of Coaching | SMs who completed at least one coaching session | Number of SMs who opted out of program services by program model (Inbound, Outbound), reason (i.e., not interested in the program, already connected to mental health services/do not need program), and if SM requested VA resources when opting out (Yes/No) | Table | X | X | ||
| 5 | Appointment Scheduled | SMs who completed at least one coaching session | Number of SMs who reported scheduling an appointment with a new mental health provider by the number of sessions (i.e., one coaching session, two coaching sessions, three coaching sessions, more than three coaching sessions), program model (Inbound, Outbound), and referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc) | Table | X | X | X | |
| 5 | Appointment Scheduled | SMs who completed at least one coaching session | Number of SMs with closed cases by closing reason (i.e., SM withdrawl from program/SM stops responding to program, SM no longer interested in program, SM doesn't need MH Services), and if SM requested VA resources when case was closed (Yes/No) | Table | X | X | X | |
| 5 | Time in Coaching to Appointment Scheduled | SMs who completed at least one coaching session and case was closed | Descriptive statistics (min, max, mean, median, mode) on time (in days) from first coaching session to case closed | Statistic | X | X | ||
| 5 | Time in Coaching to Appointment Scheduled | SMs who completed at least one coaching session and scheduled an appointment with a new provider | Descriptive statistics (min, max, mean, median, mode) on time (in days) from first coaching session to SM reporting scheduling an appointment with a new provider | Statistic | X | X | ||
| 5 | Time in Coaching to Appointment Scheduled | SMs who completed at least one coaching session and scheduled an appointment with a new provider | Number of SMs who reported scheduling an appointment with a new provider by the number of months from first coaching session to SM reporting scheduling an appointment with a new provider (i.e., one month, two months, three months), program model (Inbound, Outbound), and referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc) | Table | X | X | ||
| 6 | Confirmed Appointments | SMs who completed at least one coaching session and scheduled an appointment with a new provider | Number of SMs that the program received confirmation that SM attended appointment by source of confirmation (provider report, SM self report, data from VAMC, data from Vet Center) | Table | X | X | X | |
| 6 | Confirmed Appointments | SMs who completed at least one coaching session and scheduled an appointment with a new provider | Number of SMs who the program does not have confirmation of kept appointment by reason (i.e., status of appointment unknown/SM stops responding to program, SM does not attend appointment, new provider is unresponsive) | Table | X | X | X | |
| 6 | Confirmed Appointments | SMs who completed at least one coaching session and scheduled an appointment with a new provider | Number of SMs that the program received confirmation that SM attended appointment from any source by program model (Inbound, Outbound), referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc), and location of new provider (e.g., VAMC, Vet Center, private provider, etc.) | Table | X | X | X | |
| 6 | Time in Coaching to Confirmed Appointment | SMs who completed at least one coaching session and program did not receive confirmation (from any source) that SM attended new provider appointment (for any reason) | Descriptive statistics (min, max, mean, median, mode) on time (in days) from first coaching session to case closed | Statistic | X | X | ||
| 6 | Time in Coaching to Confirmed Appointment | SMs who completed at least one coaching session and program received confirmation (from any source) that SM attended new provider appointment | Descriptive statistics (min, max, mean, median, mode) on time (in days) from first coaching session to reciept of confirmation of kept appointment | Statistic | X | X | ||
| 6 | Time in Coaching to Confirmed Appointment | SMs who completed at least one coaching session and program received confirmation (from any source) that SM attended new provider appointment | Number of SMs who attended an appointment with a new provider by the number of months from first coaching session to program receipt of confirmation of kept appointment (i.e., one month, two months, three months), program model (Inbound, Outbound), and referral source (e.g., SHA, Section 402, DHA, PDHA/PDHRA, SHPE, etc) | Table | X | X | ||
| 6 | Location of New Provider | SMs who completed at least one coaching session and program received confirmation (from any source) that SM attended new provider appointment | Number of SMs who attended an appointment with a new provider by preferred location of new provider and actual location of new provider (e.g., VAMC, Vet Center, private provider, etc.) | Table | X | X | X |
Objectives & Measures
| Objective 1. inTransition program staff contact all SMs referred to the program | |
| Attempts at Contact | inTransition program staff make three attempts to contact SMs via telephone/email within 7 business days of receiving SM contact information via Outbound model |
| Contacts | inTransition program staff make contact with at least 80% of SMs referred to the program within 7 days of receiving contact information |
| Referral Source | inTransition program receives referrals monthly from multiple referral sources (including referral sources of interest) that encompass all branches of military service |
| Referral Population | inTransition program referrals reflect a spectrum of mental health concerns/issues |
| Referral Disposition | inTransition program staff track the disposition of all SMs referred to the program |
| Objective 2. inTransition program staff (i.e., HRCs) complete an intake with all SMs referred to the program via Outbound model (who express interest in the program) and/or with all SMs who contact the program directly via Inbound model | |
| Intake Demographics | inTransition program staff conduct intakes with SMs referred from multiple sources (including SHA and Section 402) needing mental health services from all branches of military Service |
| Intakes | inTransition program staff complete an intake upon making contact with SMs |
| Intake Disposition | inTransition program staff schedule first coaching session upon completion of an intake |
| Objective 3. inTransition coaches conduct one or more coaching sessions with all participating SMs | |
| Time to First Coaching Session | inTransition coaches conduct one or more coaching sessions within 5 business days of completing an intake with a SM, unless otherwise requested by SM |
| Coaching Demographics | inTransition program staff conduct at least one coaching session with SMs referred from multiple sources needing mental health services from all branches of military service |
| Coaching Sessions | inTransition coaches conduct at least 3 coaching sessions with 80% of SMs who complete an intake |
| Objective 4. inTransition program coaches maintain weekly telephone contact with SMs (unless otherwise requested) while they are participating in the program | |
| Frequency of Coaching | inTransition coaches are in weekly telephonic contact with at least 80% of SMs participating in the program |
| Objective 5. All participating SMs schedule an appointment with a new mental health provider | |
| Appointment Scheduled | At least 80% of SMs who participate in one or more coaching sessions report scheduling an appointment with a new mental health provider |
| Time in Coaching to Appointment Scheduled | At least 80% of SMs who receive at least 1 coaching session report scheduling an appointment with a new provider within 6 months of first coaching session |
| Objective 6. inTransition program obtains confirmation that participating SMs attended an appointmnet with a new mental health provider | |
| Confirmed Appointments | inTransition program receives confirmation from at least 80% of SMs who report scheduling an appointment with a new mental health provider that they attended the appointment |
| Time in Coaching to Confirmed Appointment | inTransition program receives confirmation from at least 80% of SMs who participated in at least 1 coaching session that they attended an appointment with a new provider within 6 months of first coaching session |
| Location of New Provider | inTransition program receives confirmation from at least 80% of SMs who participated in at least 1 coaching session that they attended an appointment with a new provider at their preferred location (e.g., VAMC, Vet Center, community mental health clinic, etc.) |
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