Exhibit_H_-Logic_Model.pdf
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- Solicitation number
- 26-0600-REQ
- Issued by
- Pinellas County, Florida
About this file
This is a Logic Model document for the Coordinated Access Model (CAM) program, also known as Care About Me, administered by Pinellas County, Florida's behavioral health system. The program aims to standardize and improve efficiency and transparency in how residents, families, caregivers, and professionals access behavioral health services. The CAM program operates on weekdays from 8:00 a.m. to 7:00 p.m. and provides condensed hours on one weekend day, accepting intakes through phone, text, online chat, self-referrals, and electronic referrals. The program requires a minimum staffing structure of one full-time manager, 3-4 full-time CAM specialists, and 0.5 full-time administrative support personnel, utilizing the Appian/HS Connects CAM Platform and an omnichannel contact center platform to manage data entry, assessment, scheduling, and information sharing.
The program implements standardized screening and assessment tools including LOCUS, CAGE, PHQ9, ASAM, and Columbia Risk Assessment to determine appropriate levels of care and schedule appointments with behavioral health providers. Key performance metrics tracked through the platform include demographics data, contact volumes by method and type, screening completion rates, appointment scheduling success, days from intake to initial appointment, appointment attendance rates, level of care alignment rates, provider network expansion, bridge prescription turn-around times, follow-up completion rates, and satisfaction surveys from both residents and providers. Year one targets include a 20 percent increase in monthly inquiries from a baseline of 145 inquiries per month, maintenance of 75 percent successful contact rates, 73 percent screening completion rates, 90 percent successful scheduling rates, a reduction in average wait time from 12.5 days, 49 percent appointment attendance rates, and alignment of 69 percent of placements with recommended levels of care.
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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.
INPUTS ACTIVITIES PROGRAM OPERATIONS
What we invest
What we do
Who we reach
Monthly Metrics Outcomes
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, sche duling, 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
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 o Phone o Text o Online Chat o Self-Referrals o E-Referrals
• Outbound o Phone o Text o Online Chat
# of CAM Contacts
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
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
• 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 o Service Type o Provider o 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 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) o by reason o 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
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