Steve Burton, CEO

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• Steve Burton, CEO
• Sheila Moran, Director of Development

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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

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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

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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

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Transportation in WV

• Subway? Thats a restaurant, right?
• Very few people in WVs rural counties have
  access to public transportation

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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

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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

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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 mil4th highest per
  capita gambling treatment funding in US

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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

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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

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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

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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

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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

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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

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During the Consult

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

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Treatment

• We offer state funded treatment to any WV
  resident who cannot pay because
• They dont 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

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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

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What Really Makes Us Different

• Customer Service!

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When our Help-line Rings

• We race to the phone
• Our HL clients wont receive voice mail, busy
  signal, or answering service

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When We Answer Help-Line

• Always control the conversation
• Never answer questions passively
• Dont be afraid to ask questions
• Sell appointment

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Our Results

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

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Our Results

• High appointment acceptance rate (up to 80)
• High show up rate (up to 80)

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Our Results

• Recovery defined as not gambling or
  significantly decreased gambling
• Up to 80 of clients report success at long term
  follow up

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Data

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

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Why Is Data Important?

• Use to evaluate
• New program services/treatment modes
• Treatment techniques
• Clinicians
• Marketing efforts
• Trends

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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

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