Texas Department of State Health Services and Health/Health Preparedness and Human Services Commission/2-1-1Texas Information & Referral Network

2-1-1 TexasConnecting People and Services

Texas Department of State Health Services and Health/Health Preparedness and

Human Services Commission/2-1-1Texas Information & Referral Network

Texas H1N1 Public Health Emergency Response

* Texas Department of State Health (DSHS) Services Overall Responsibility

* H1N1 2009 Spring Outbreak Response

* H1N1 2009-2010 Outbreak Enhanced Response

* DSHS Roles and Responsibility

* 2-1-1 Texas Information & Referral Network (TIRN) Roles and Responsibility– Infrastructure– Fiscal Intermediary– 2-1-1 Texas Area Information Center Coordination

* 2-1-1 Area Information Center Role

* DSHS Medical Staff Role

4

2-1-1 Medical Call Center - StatisticsIntegrated with 2-1-1 to include medical guidance for general population on September 25, 2009; ended on

March 31, 2010

Total number of calls answered during Phase 2 of Epidemic:

91,676

Total number of TIRN calls:

54,716

Total number of medical calls:

36,960

– 21,162 from medical providers• Mostly for assistance on vaccine ordering and shipping

– 15,793 from the general public• About 50 percent from sick people needing guidance• Also questions on vaccine location and vaccine safety

Texas H1N1 Public Health Emergency Response

* Tools Utilized

* (Insert DSHS Intake Screen)

* (Insert Scoreboard Screen)

* (Insert KB Screen)

* (Insert Flu Locater Screen)

Tools Used

* H1N1 Flu Intake System

* Scoreboard

* Knowledge Base

* Google FluLocator

* H1N1 Flu Reporting System

Texas H1N1 Public Health Emergency Response

* Tools Utilized

* (Insert DSHS Intake Screen)

* (Insert Scoreboard Screen)

* (Insert KB Screen)

* (Insert Flu Locater Screen)

Texas H1N1 Public Health Emergency Response

* Tools Utilized

* (Insert DSHS Intake Screen)

* (Insert Scoreboard Screen)

* (Insert KB Screen)

* (Insert Flu Locater Screen)

* Search Word: Search for a word in Subject, Summary, Source, Description or Taxonomy.

* Event:

* Taxonomy:

* City

* County:     Statewide

* Start Date: Choose Date   Time:

* End Date: Choose Date   Time:

H1N1 Novel Influenza

Flu Vaccines

04/20/2010 00:00 AM

05/20/2010

11:00 PM

       

Knowledge Base – Search Results

Subject Date Event Taxonomy Total Referrals

H1N1 Vaccines - May 2010 - San Antonio 78216 Article ID: 8381 05/04/10 01:06 PMH1N1 Novel Influenza Flu Vaccines 18

H1N1 Vaccines Ongoing - Bastrop 78602 - Bastrop County (STATEWIDE) Article ID: 8822 05/05/10 12:50 PMH1N1 Novel Influenza Flu Vaccines 1

H1N1 Vaccine – Ongoing Hays County 78666 Article ID: 9563 05/05/10 09:54 AMH1N1 Novel Influenza Flu Vaccines 0

Ongoing H1N1 vaccines available Burnet County 78654 Article ID: 9604 05/13/10 12:50 PMH1N1 Novel Influenza Flu Vaccines 0

Ongoing H1N1 vaccines available Llano County 78634 Article ID: 9605 05/13/10 12:51 PMH1N1 Novel Influenza Flu Vaccines 0

Ongoing H1N1 vaccines available Blanco County 78606 Article ID: 9603 05/13/10 12:54 PMH1N1 Novel Influenza Flu Vaccines 0

Knowledge Base – Search ResultsSummary The San Antonio Metropolitan Health District will be offering free H1N1 vaccines (mist and injections) for the general public and specific high risk groups

County: Bexar

City: San Antonio

Zip Code: 78216

Location: Good Health! at Goodwill (by appointment only) Loop 410 @ Blanco Rd. San Antonio, TX 78216

Phone: (210) 525-0059

Web Site: http://www.sanantonio.gov/health/h1n1.html

Description Good Health! at Goodwill (by appointment only) Loop 410 @ Blanco Rd. San Antonio, TX 78216

Description: The San Antonio Metropolitan Health District will be offering free H1N1 vaccines (mist and injections) for the general public and specific high risk groups.

Eligibility: None

Fees: None

Documents Needed: None

Intake: Call 210-525-0059 for an appointment

Hours of Operation: May 2010 - Weekdays by appointment; call for information

Service Area: San Antonio

1212

www.TexasFlu.org

Flu Vaccine Locator

Hood

Howard

Presidio BrewsterVal Verde

CulbersonHudspeth

Jeff Davis

El Paso

Crane

Pecos

Reeves

Crockett

Terrell

Upton Reagan

Andrews

Ward

Loving Winkler MidlandEctor Glasscock

Martin

Bandera

Jim Hogg

La Salle

Webb

Starr

Zapata

Dimmit

ZavalaMaverick

Kinney Uvalde

Frio

Medina

Nueces

Brooks

Hidalgo

Duval

Kenedy

Willacy

Cameron

Jim Wells

Kleberg

Wilson

McMullen

Bexar

Atascosa

BeeLive

Oak

San Patricio

Karnes

Guadalupe

Gonzales

Mason

McCulloch

Edwards

Sutton

Schleicher

Kerr

Real

Kimble

Menard

Nolan

Tom GreenIrion

Mitchell

Sterling CokeRunnels

Concho

Coleman

Taylor Callahan

Bell

Blanco

Kendall

Comal

Gillespie

Llano

Travis

Hays

Caldwell

Burnet

Williamson

Comanche

Mills

San Saba

Brown

Eastland

Hamilton

Lampasas

Coryell

Erath

Bosque

Somervell

Swisher

Randall

Hockley

Gaines

Yoakum

Cochran

Dawson

Terry Lynn

Lubbock

Deaf Smith

Bailey

Parmer

Lamb Hale

Castro

Hartley

Oldham Potter

Moore

Dallam Sherman

Knox

Kent

ScurryBorden

Garza

Crosby Dickens

Fisher Jones

King

Stonewall Haskell

Hall

MotleyFloyd

Briscoe

Hardeman

CottleFoard

Childress

JackYoung

Stephens

Shackelford

Throckmorton

ParkerPalo Pinto

Wise

Baylor Archer

WilbargerWichita

Clay

Montague

GrayCarson

Armstrong Donley

Hutchinson Roberts

Wheeler

Collingsworth

Hemphill

OchiltreeHansford Lipscomb

Jefferson

Trinity

Brazos

Lavaca

Victoria

Goliad

Refugio

De Witt

Calhoun

Aransas

Jackson

Wharton

Milam

Bastrop

Fayette

Lee

Austin

Colorado

Burleson

Washington

Robertson

Waller

Brazoria

Matagorda

Fort Bend

Harris

Galveston

Chambers

Montgomery

Walker

Grimes

Madison

Jasp

er

Liberty

Hardin

Polk

San

Jacinto

Tyler

Anderson

Ellis

Falls

McLennan

Hill

Freestone

Limestone

Leon

Navarro

Henderson

DallasTarrant

Johnson

Denton

KaufmanVan Zandt

Collin

Rockwall

Hunt

Smith

Cherokee

Houston

Nacogdoches

Angelina

Rusk

Shelby

Panola

Fran

klin

RainsWood

Hopkins

Marion

Gregg

Upshur

Harrison

Titus

Camp

Mo

rris

Cass

New

ton

Orange

San Augustine

Sabine

FanninCooke Grayson

Delta

LamarRed River

Bowie

Gulf Coast Region*

South Central Texas Region*

North Central Texas Dallas Region*

North Central Texas Fort Worth Region*

Rio Grande Region*

Panhandle Region*

South Plains Region*

Alamo Region*

Tip of Texas Region*

Heart of Texas Region

North Texas Region

Bryan/ College Station*

Coastal Bend Region

Permian Basin Region*

Central Texas Region*

Texoma Region*

Concho Valley Region

West Central Texas Region

Southeast Texas Region*

South Texas Region

Golden Crescent Region

East Texas Region

North East Texas Region

Middle Rio Grande Region

Deep East Texas Region

- -

How does a call get routed?

Welcome to2-1-1 Texas!

ServiceSelection

Press 2for Spanish

Press 1for English

Press 0 for other languages

Press 3for TTY

Option 1: Informationand Referral

Option 2:Eligibility Support

Services

Option 3:Office of

Inspector General

Option 4Disaster

Information**

*Current choices are French, German, Vietnamese, Cantonese, Mandarin, and Farsi

**Option 4 is active only during a disaster, and may not be active throughout the state of Texas

Dial2-1-1

What happens when someone dials 2-1-1?

Call Answered by

Certified Call Specialist

Language Selection SLA 80/60

Available 24/7

Advocate if

Necessary

Prioritize Need

AssessCaller’s

Need

Search DatabaseFor Resources

Contract with Caller

Warm/Cold TransferTo

Eligibility Support Services

Warm/Cold TransferTo

Local Office

Warm/Cold Transfer To

Local Resources

National Average I&R Call lasts 3-7 minutes

What happens when caller selects Option 1?

Welcome to2-1-1 Texas!

ServiceSelection

Press 2for Spanish

Press 1for English

Press 0 for other languages

Press 3for TTY

Option 1: Informationand Referral

Option 2:Eligibility Support

Services

Option 3:Office of

Inspector General

Option 4Disaster

Information*** Current choices are French, German, Vietnamese, Cantonese, Mandarin, and Farsi

** Option 4 is active only during a disaster, and may not be active throughout the state of Texas

***Option 6 activated for H1N1

Dial2-1-1

What happened when someone dialed 2-1-1 During H1N1 Pandemic?

Option 6: Information about

the flu***

Option 2: Speak with a

Medical person

Option 1: General Information

and Referral

H1N1 FLU INVESTIGATIONDepartment of State Health Services

Date Range: 8/23/2009 8 AM - 10/27/2009 11:59:59 PMPrinted: 10/28/2009 7:05:46 AM Page 7 of 7

Call Date Call Type 12A 1A 2A 3A 4A 5A 6A 7A 8A 9A 10A 11A 12A 1P 2P 3P 4P 5P 6P 7P 8P 9P 10P 11P Total

10/27/2009 General Public 0 0 0 0 0 0 0 8 9 23 28 21 22 17 18 14 26 19 31 14 12 4 17 7 29010/27/2009 Medical Provider 0 0 0 0 0 0 0 2 11 27 32 27 32 28 30 19 25 11 0 2 0 0 2 0 248 Total: 538

10/26/2009 General Public 2 0 0 0 0 0 4 2 17 21 14 16 29 24 22 27 45 23 24 19 1 13 7 3 31310/26/2009 Medical Provider 0 0 0 0 0 0 1 0 25 35 36 43 30 26 21 23 17 14 2 1 0 1 1 0 276 Total: 589

Grand Totals 2237 25 26 25 13 21 99 245 694115 0 1163 1251 1057103 9 116 3 989 993 841 633 406 369 330 407 227 15403

Reporting - Call Distribution

LANGUAGE English Spanish Other TotalREASONNumber of Calls 13645 2100 38 15793Worried Well 5958 1003 23 6984Sick 2424 448 6 2878Resources 867 142 0 1009Guidance 3141 354 2 3497Other 1172 161 7 1340Physician Consultation 83 2 0 85

Transferred to I&R 301 66 1 368

Cumulative Report – General PublicReporting Period: 8/24/2009-03/31/2010

Cumulative Report – Medical ProviderReporting Period: 8/24/2009-03/31/2010

* TYPE Doctor Hospital School Business Pharmacy Long-Term DayCare Local Health Other Total* REASON* Number of* Calls 16563 527 774 180 449 979 24 208 1466 21167

* Anti-Viral 34 5 8 1 12 0 0 2 7 69

* General* Information 5764 179 209 62 117 292 9 56 469 7157

* ImmTrac 1413 132 118 7 91 92 5 45 321 2224

* Provider* Regis 4300 218 344 61 175 293 10 77 475 5953 * Vaccine 10824 274 284 149 234 686 7 119 785

13362

* Transferred* To I&R 16 0 4 1 3 1 0 0 5

30

Texas H1N1 Public Health Emergency Response

* Project Funding

– Public Health Emergency Response (CDC)– DSHS– 2-1-1 Texas

Texas H1N1 Public Health Emergency Response

* Lessons Learned– Anticipate Need– Identify Scalability – Develop Policies – Identify IT Needs and Preposition– Develop Daily Operational Standards

* Stand Ready to Ramp Up

Contact Information

Teena Edwards, DrPH, MSN, RNOutcome and Evaluation Coordinator - CPSActing Pandemic Influenza Coordinator -

CPSMACC/Call Center Manager/LiaisonTexas Department of State Health Services512-458-7111, ext 6257Teena.edwards@dshs.state.tx.us

Beth Wick, LCSW, CIRSProgram ManagerHHSC/2-1-1 Texas I&R Network512-483-5110Beth.wick@hhsc.state.tx.us