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The Access Call Center section reports May 2025 appointment volumes and availability trends, key barriers, provider action plans, and an October 1, 2025 action deadline.",{"@graph":14,"@context":73},[15,34,56],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/template/","Template",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/template/general/","General",3,{"item":32,"name":10,"@type":21,"position":33},"https://docshare.wps.com/template/quality-improvement-steering-committee-qisc-june-24-2025-meeting-notes/392604/",4,{"url":32,"name":10,"@type":35,"image":36,"author":41,"headline":10,"publisher":44,"fileFormat":47,"inLanguage":8,"description":12,"dateModified":48,"datePublished":49,"encodingFormat":47,"isAccessibleForFree":50,"interactionStatistic":51},"DigitalDocument",{"url":37,"@type":38,"width":39,"height":40},"https://docshare.wps.com/thumbnails/quality-improvement-steering-committee-qisc-june-24-2025-meeting-notes/392604.png","ImageObject",442,249,{"name":42,"@type":43},"\tJames","Person",{"url":19,"name":45,"@type":46},"DocShare","Organization","application/pdf","2026-10-31","2026-09-25",true,{"@type":52,"interactionType":53,"userInteractionCount":55},"InteractionCounter",{"@type":54},"ViewAction",11,{"@type":57,"mainEntity":58},"FAQPage",[59,65,69],{"name":60,"@type":61,"acceptedAnswer":62},"What updates were shared during the authority updates section?","Question",{"text":63,"@type":64},"The authority updates highlighted the Crisis Center’s first year of operations, including serving over 2,000 individuals, reduced inpatient hospitalization rates compared with national averages, and emphasis on diverting members from ERs. It also referenced 24/7 mobile crisis support and upcoming policy guidelines for recidivism and non-engagement.","Answer",{"name":66,"@type":61,"acceptedAnswer":67},"What appointment types and timeframes are scheduled by the Access Call Center?",{"text":68,"@type":64},"The Access Call Center schedules hospital discharge follow-ups within a 7-day requirement, mental health initial intake within 14 days (including re-engagement), and SUD intakes for routine within 14 days and urgent/emergent within 24–48 hours across multiple care levels.",{"name":70,"@type":61,"acceptedAnswer":71},"What were the May 2025 access call center availability results and trends?",{"text":72,"@type":64},"For May 2025, MH appointments totaled 1,211 with about an 8% decrease in availability from April to May. Hospital discharge follow-ups totaled 890 with approximately 95% availability (about a 2.5% decrease from the prior month). SUD appointment availability increased by about 6.5% from April to May.","https://schema.org",{"og:url":32,"og:type":75,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":77,"canonical":32},"index,follow",{"doc_id":79,"site_id":7},392604,1791362887,{"code":4,"msg":82,"data":83},"success",[84,88,93,98,103,108,113,118,123],{"id":55,"doc_module":22,"doc_module_name":25,"category_name":85,"show_sort_weight":86,"slug":87},"Presentations",90,"presentations",{"id":89,"doc_module":22,"doc_module_name":25,"category_name":90,"show_sort_weight":91,"slug":92},12,"Resumes",80,"resumes",{"id":94,"doc_module":22,"doc_module_name":25,"category_name":95,"show_sort_weight":96,"slug":97},14,"Invoices",70,"invoices",{"id":99,"doc_module":22,"doc_module_name":25,"category_name":100,"show_sort_weight":101,"slug":102},15,"Posters",60,"posters",{"id":104,"doc_module":22,"doc_module_name":25,"category_name":105,"show_sort_weight":106,"slug":107},16,"Social Media",50,"social-media",{"id":109,"doc_module":22,"doc_module_name":25,"category_name":110,"show_sort_weight":111,"slug":112},17,"Forms",40,"forms",{"id":114,"doc_module":22,"doc_module_name":25,"category_name":115,"show_sort_weight":116,"slug":117},18,"Letters",30,"letters",{"id":119,"doc_module":22,"doc_module_name":25,"category_name":120,"show_sort_weight":121,"slug":122},21,"Paper Templates",5,"papers-templates",{"id":124,"doc_module":22,"doc_module_name":25,"category_name":29,"show_sort_weight":4,"slug":125},158,"general-158",{"code":4,"msg":82,"data":127},{"doc_id":79,"user_id":128,"nickname":42,"user_avatar":129,"doc_module":22,"category_id":124,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":55,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":119,"language":135,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":12,"update_tm":139,"read_time":140},2336474466412,"https://ap-avatar.wpscdn.com/davatar_155a257f0dc6eb9ab79c44ca47cae57d","Quality Improvement Steering Committee (QISC)  \nJune 24, 2025  \n10:30am – 12:00pm  \nVia Zoom Link Platform  \nAgenda  \nI. Welcome T. Greason  \nII. Authority Updates S. Faheem  \nIII. Approval of Agenda S. Faheem/Committee  \nIV. Approval of Minutes Dr. Faheem/Committee  \no May 27, 2025  \nV. QAPIP Effectiveness  \nDWIHN Access Call Center  \no Access Call Center Appt. Availability Y. Bostic  \nChildren Initiatives  \no Children’s Services I/DD (PIP) L. Gogliotti  \nCustomer Services  \no Adult ECHO (FY2024) M. Keyes-Howard  \no Children ECHO (FY2024) M. Keyes-Howard  \nQuality Improvement Steering Committee (QISC)  \nJune 24, 2025  \n10:30 am – 12:00 pm  \nVia Zoom Link Platform  \nMeeting Minutes  \nNote Taker: DeJa Jackson  \nCommittee Chairs: Dr. Shama Faheem, DWIHN Chief Medical Officer, and Tania Greason, DWIHN Provider Network QI Administrator  \n1) Item: Welcome: Tania asked the committee to put their names, email addresses, and organization into the chat for attendance.  \n2) Item: Authority Updates: Dr. Faheem shared the following updates:  \nThe Crisis Center celebrated one year of operations on June 10. Over 2,000 individuals served. Less than 20% required inpatient psychiatric hospitalization, significantly lower than the national CSU average of 20–30% . Demonstrated benefits of early psychiatric intervention vs. ER visits. Emphasis is placed on diverting members from emergency departments to the Crisis Center, where specialized staff is available. Mobile Crisis Line: 844-IN-CRISIS available 24/7 . It’s encouraged to include this number in crisis planning instead of defaulting to 911. Data shows most individuals using mobile crisis services are stabilized or connected to outpatient care without needing ER visits. Also mentioned are the upcoming policy guidelines for Recidivism and Non-engagement in treatment.  \n3) Item: Approval of Agenda: Dr. Faheem and the QISC approved the agenda for the June 24th, 2025, meeting with added changes.  \n4) Item: Approval of Minutes: Dr. Faheem and the QISC approved the QISC meeting minutes for May 27th, 2025.  \n5) Item: QAPIP Effectiveness  \nGoal: DWIHN Access Call Center  \nStrategic Plan Pillar(s): 􀀀 Advocacy 􀀀 Access 􀀀 Customer/Member Experience 􀀀 Finance 􀀀 Information Systems 􀀀 Quality 􀀀 Workforce NCQA Standard(s)/Element \\#: QI 􀀀 CC\\#   􀀀 UM \\#  􀀀CR \\#   􀀀 RR \\#    \n\n| Discussion |  |  |\n| --- | --- | --- |\n| Yvonne Bostic, Director of DWIHN’s Call Access Center shared the Access Call Center Appt. Availability Appt. Availability summary for May 2025:\u003Cbr>Background:\u003Cbr>The Access Call Center schedules the following types of appointments:\u003Cbr>• Hospital discharge/follow-up appointments (within the 7-day requirement) for individuals being discharged from short-stay inpatient psychiatric treatment.\u003Cbr>• Mental Health initial intake appointments (within 14-day requirement) for individuals new to the system or seeking to re-engage in services if their case has been closed (SMI, SED, I/DD) .\u003Cbr>• SUD intake appointments for routine (within 14 days), urgent /emergent (within 24-48 hours) levels of care (Outpatient, Withdrawal Management, Residential, Recovery Support Services, MAT) .\u003Cbr>The Access Call Center schedules these types of appointments based on the CRSP (Clinically Responsible Service Providers) availability and ability to provide services in a timely manner.\u003Cbr>Appointment availability is based on the number of appointments scheduled within the allotted timeframe. Rescheduled appointments often impact the data recorded for appointments scheduled within the standard timeframe (7 days and 14 days) .\u003Cbr>This report will also include the availability and timeliness of scheduling appointments for Hospital Discharge Appointments, MH, and SUD services.\u003Cbr>o Appointment Availability Summary:\u003Cbr>o For the month of May 2025 there were 1211 MH (SMI-610, SED-275, I/DD-48 (adult) /\u003Cbr>278 (child), ASD Eval-199) appointments scheduled.\u003Cbr>o There was a decrease in appointment availability in this area from Ap","cbCaipoFeyR1jTlA","https://ap.wps.com/l/cbCaipoFeyR1jTlA","pdf",1120209,"English","# Agenda\n## Welcome\n## Authority Updates\n## Approval of Agenda\n## Approval of Minutes\n## QAPIP Effectiveness\n## Action Items","[{\"question\":\"What updates were shared during the authority updates section?\",\"answer\":\"The authority updates highlighted the Crisis Center’s first year of operations, including serving over 2,000 individuals, reduced inpatient hospitalization rates compared with national averages, and emphasis on diverting members from ERs. It also referenced 24/7 mobile crisis support and upcoming policy guidelines for recidivism and non-engagement.\"},{\"question\":\"What appointment types and timeframes are scheduled by the Access Call Center?\",\"answer\":\"The Access Call Center schedules hospital discharge follow-ups within a 7-day requirement, mental health initial intake within 14 days (including re-engagement), and SUD intakes for routine within 14 days and urgent/emergent within 24–48 hours across multiple care levels.\"},{\"question\":\"What were the May 2025 access call center availability results and trends?\",\"answer\":\"For May 2025, MH appointments totaled 1,211 with about an 8% decrease in availability from April to May. Hospital discharge follow-ups totaled 890 with approximately 95% availability (about a 2.5% decrease from the prior month). SUD appointment availability increased by about 6.5% from April to May.\"}]","Quality Improvement Steering Committee (QISC) - June 24, 2025 - Meeting Notes | PDF",1790371645,7]