Heart of West Michigan United Way

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Heart of West Michigan United Ways 2-1-1
Partnering with the Kent County Health
Department to Prevent the H1N1 Virus

• Presented by Robert McKown
• Heart of West Michigan United Way
• May 25, 2010

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Roles and Responsibilities Of Participating
Entities
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BACK STORY

• 600,000 Population of Kent County
• Media had reported several H1N1 related deaths,
  including a 32 year old male with no
  underlying health problems.
• The Kent County Health Department wanted to
  provide the vaccines quickly and efficiently
  as soon as a large supply of the vaccine
  became available.
• The Kent County Health Dept considered using a
  for-profit call center but their staff
  encouraged approaching UWs 2-1-1 because of
  the easy-to-remember phone number, existing
  relationships and historyUWs 2-1-1 previously
  screened dead bird reports for West Nile
  disease testing.
• Our resource database manager and one of the
  IR Specialist were on vacation the week of
  November 3.

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AFTER NOVEMBER 9TH

• The Health Department announced the clinics
  were full and that additional supplies were
  expected in early December. The 2-1-1
  greeting included message that the appointments
  were filled and to expect more information
  in early December. Calls immediately
  decreased sharply.
• Early December the Health Department was
  ready for the second round of clinics but UW
  did not have the capacity to pull the other
  departments away from their work. The Health
  Department used the 2-1-1infrastructure and
  brought in temporary staff to respond to the
  calls.
• Late December, the call numbers had stabilized
  and 2-1-1 agreed to handle the scheduling.

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11,295 the number of H1N1 inquiries through
April 30, 2010
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DATA COLLECTION

• Scheduling software
• Volume prohibited recording in our IR software.
  Used call accounting reports to identify the
  numbers of H1N1 inquiries.

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REPORTING

• Reporting to the Health Department was not
  necessary as they got the data they needed
  from the scheduling program.
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• Monthly reports to Michigan 2-1-1 included
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• Number of flu vaccine sites listed
• Number of callers requesting H1N1 information
• Number of referrals for seasonal vaccine, H1N1
  vaccine or flu information
• Unmet request data
• Top three referrals sources

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REPORTING CONTINUED
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PROJECT FUNDING

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• The Health Department compensation evolved as
  HWMUWs role and costs evolved
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• Initial agreement was based on 1 per scheduled
  appointment (15,000)
• Emergency T-1 line, phone and headsets
• All additional costs including use of space,
  planning, infrastructure, telephone toll charges,
  management, staff development, marketing and
  communications.

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LESSONS LEARNED

• Heart of West Michigan United Ways leadership
  supported our effort. Without, this would
  have been a disaster.
• Call routing system had the capacity to route
  and queue up the increased volume however
  the T-1 line was not sufficient to handle
  all of the traffic. IT made adjustments to
  open up the capacity as much as possible.
• ATT could install and provide an emergency
  T-1 line 3 week process.
• H1N1 dominated the routing system
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