Methods used to more effectively connect and track students referred to community providers from the counseling center Amy Leach LCSW and Elizabeth McIntyre LCSW UNC Counseling and Psychological Services ID: 935135
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Slide1
Tightening Up the Referral ProcessMethods used to more effectively connect and track students referred to community providers from the counseling center.
Amy Leach, LCSW and Elizabeth McIntyre, LCSW
UNC Counseling and Psychological Services
Chapel Hill, NC
Slide2Learning Objectives Identify the challenges of off-campus referralsUnderstand our referral coordination programUnderstand one model of assessing a referral coordination programShare ideas about best practices
Slide3Our Program 30-minute sessionsIdeally 3-7 days following triage appointmentCan also be scheduled by psychiatryProvided by two staff social workers, post-MSW fellows and MSW internsOften include:Calling insuranceHow to talk family about going to therapy
How to chose a provider
Calling providers in session to schedule
Slide4Elements of AppointmentHistory of treatmentGoals for therapyPreference for provider
Obstacles
Motivation level
Follow-up plan
Slide5National Trends The number of students seeking services at college counseling centers is increasing every year (CCMH).As a way to address the needs, many centers only offer brief therapy.
Students getting referred to off-campus providers often experience barriers including time
, transportation, and
cost.
42
% of students were unsuccessful in connecting with an off campus provider when referred by counseling center staff (Owen,
Devdas
and
Rodolfa
).
Slide6Increased Demands at UNCNumber students referred out increased as number of students coming to CAPS increased.Articles in student newspaper Feedback from student groups
Slide7Evaluation and AssessmentWhat we wanted to know:How many students get connected?What do students see as obstacles to getting connected?What are students experiences with referral coordination?Do students who receive referral support connect at a higher rate?What we did:
Tracking connection in Titanium for referred students
Survey all students referred out
Slide8What We LearnedTelling a family member or friend positively correlated with connecting to therapyWhile most students reported similar obstacles, students who connected reported higher motivation.
Most common obstacles
Slide9What we Learned (Cont.)Based on Titanium tracking of students seen for Referral Coordination, 49% of students connected. 34% of students seen in Referral Coordination did not reply to follow ups and their connection is unknown. Based on survey response:2015-2016 school year 52% of respondents connected 2016-2017 fall semester, 58%
of respondents connected
Students who attended Referral Coordination were 2.5 times more likely to connect.
Slide10Feedback from student survey“They broke the process down into understandable and simple steps”“Having someone help me with the ins and outs of my insurance”“They followed up afterwards to make sure I liked who I was with”“Just having a constant during such a difficult time was helpful, and having someone there as I contacted therapists
”
“They could have followed up with me more frequently”
“
Least helpful was just that many of the places were not incredibly close to campus. That makes it harder to go often when you spend lots of time in a bus or spend money on an uber”
“
Take out providers from the list that aren't accepting patients or that aren't providing services anymore”
“I
think it would have been helpful if they gave out resources to help people find therapists on their own as well, rather than just the list of therapists to start out”
Slide11Updates to our programOffer to all students referred and provide information on service to those who declinedWeekly supervision with trainees offering referral coordinationOpt-in for providers (more updated info)Template for TitaniumPilot same-day referral coordinationMore hands on approach
Continued program evaluation
CAPSreferrals@email.unc.edu
Slide12Questions & Discussion What % of your students connect? How do you track this?What have you found works best with referrals? What out-of-the-box ideas do you have?