Growing Up Healthy Hotline

Training Manual

1-800-522-5006

Introduction

The Growing Up Healthy Hotline (GUHH) is a referral service for prenatal care, WIC, Early Intervention, and other related services available to families in New York State.

Sponsored by the NEW YORK STATE (NYS) Department of Health, the hotline offers service for over 150 languages and operates 24 hours a day, seven days a week.

The purpose of the hotline is to 1) provide clients with information about the nearest health, nutrition, or social services provider in the client’s community; 2) inform the client about other programs which the client and/or their family may be entitled to; and 3) collect information about each client in order to evaluate the adequacy of outreach efforts. (It is often referred to as a “maternal and child health care” hotline, because that is the focus of the programs to which we refer callers.)

Icarol is the platform used to house the referral software. The website for this platform is: https://na0.icarol.com/secure/SignOn.aspx (Please see your supervisor to gain access to this site.) The database lists New York State Department of Health programs and other organizations that can assist callers with health-related topics. There is also a listing of other states’ maternal and child health hotlines to refer out of state callers (or callers looking for information about programs in other states).

GUHH Resources

we have received requests from counselors to add various agencies/services/hotlines into the GUHH database. Because this is a state contract, they are the deciding body for what will and won't go into the database. So, while we've received some great suggestions for additional entries, you probably won't be seeing them in the database unless the state approves them. Remember, though, that we do have a list of many hotlines throughout NYS that can assist different populations. We also have a list of Information and Referral agencies in each county.

Having all the data entered for calls helps Goodwill Vision Enterprise provide more accurate and informative reports for our contracts and funders. Most importantly, correct and complete data allows Goodwill Vision Enterprise to better determine the needs of the people calling, as well as providing information that enables us to constantly improve the services we provide.

ICarol instructions for logging calls.

Call Process

Welcome to ICarol

https://webapp.icarol.com/secure/SignOn.aspx

Sign in with your Username and Password. (If you do not have one, please reach out to the supervisor for assistance)

(Picture of login screen for iCarol)

Overview:

iCarol is used to record calls, referrals, follow-ups and creates statistical reports.

Getting Started

Welcome screen

(Picture of welcome screen for iCarol with several different links to choose from.)

If using JAWS (a screen reader) contacts insert+f7 then c for contacts.

Or hit alt + shift + c

Move your mouse over to the left side of the screen and left click on contacts.

(Picture of welcome screen for iCarol with several different links to choose from. The contacts link is circled in blue.)

Start a call

When you get a new GUHH call left click on the link that says new contact form. If using jaws press insert+f7 then n for new contact form. Press enter to activate.

Or press b until jaws says new contact form.

Also be sure you are seeing a single page. Click the tab stating “show as single Page”.

(Picture of the Calls start page with several different links to choose from. The new contact form is circled in blue)

Referral Source

Ask how the caller heard about the GUHH and select the choice from the Referral Source drop down menu. Pressing c will take you to the Referral source combo box.

(Picture of Referral Source drop down box. This is a required field to fill in on every call)

Inquiry Type

Inquire why the caller is calling, and enter the choice in the Inquiry Type drop down box. If using jaws make sure your not in forms mode by pressing escape then press c to jump to the next combo box.

Or press tab to get to the next combo box.

(Picture of Inquiry Type drop down box. This is a required field to fill in on every call)

Call Type

When starting a new call the choice is defaulted to Transactional Call. This is a required field to fill in on every call.

(Picture of Call Type drop down box. This is a required field to fill in on every call. This is defaulted to Transactional Call on the start of a new call)

Age

Ask for the caller’s age. This is for who the call is about

(Picture of Age drop down box. This is a required field to fill in on every call)

Gender

Select the caller’s Gender from the drop down list

(Picture of Gender drop down box. This is a required field to fill in on every call)

Language

Select the caller’s Language from the drop down list

(Picture of Language drop down box. This is a required field to fill in on every call)

Caller Type

Select the Caller type from the drop down list

(Picture of Caller Type drop down box. This is a required field to fill in on every call)

Zip Code

Ask for the caller’s zip code. Press e until you get to the edit box that says “enter location of contact.” When typing in the zip code you should see a drop-down list to select the caller’s location. When selected all the information in the table below will auto populate.

(Picture of Zip code box. Once entering the zip code, you will see the information once you type in the zip code)

Search for Resources

At the top of your screen on the right under the Call Report Number left click on the Search for Resources link (This will open up a separate window with the Zip code information already filled in) If using jaws Open Search for Resources link when available – insert+f7 then s for search for resources.

Or press alt+shift+S which will activate the search for resources link for you and put you in the search for resources edit box.

(Picture of the Call Report Number and several links with the Search for Resources link circled in blue)

Taxonomy Search

In the text box right below the word Resources (located in the top left corner of the current open window) type in the taxonomy term you are looking for. Please note this tool only works when searching by Taxonomy, not when completing a Resources or a Keywords search. When you start typing a menu will show up below the text box with a list of taxonomy terms you can select from.

If using jaws, you want to type in the search for resources edit box. Pressing down will show you the taxonomy terms. For example, typing WIC then pressing down arrow twice will show you WIC application.

(Picture of several text boxes and radio buttons below the word Resources. The taxonomy box has a blue circle around it and the radio button taxonomy is selected by default.)

Search Results

After you select a taxonomy term, the program will automatically start searching for the term you selected. (If nothing happens left click on the search button to the right of the text box where you typed in the taxonomy term.) The results will be displayed in the bottom right corner of the window. If using jaws Move to results for a Search for Resources – control + f type “show on map” .

Or hit H until you hear jaws say search results.

(Picture of search results displaying information regarding the location you search for.)

Details for locations

When you find the location, you are looking for, left click on the name of the site. This will bring up the details for the location you pick.

Picture of search results with the details link circled in blue)

Location information

To find the location, press control + F then type “location information.” Read the information to the caller, then left click make referral (Located in the upper left corner of the current window) to save the referral. If using jaws insert f7 to bring up a links list then press m till you reach make referral, Enter.

(Picture of detailed information for the location you chose. The make referral button is circled in blue)

If you want to make a new referral you will be automatically returned back to the main resource page.,

If you are finished making referrals left click on the close button located in the upper right hand corner of the window. This will close the window and return you to the main logging page.

If using jaws, press insert+f7 to bring up the links list then press c until jaws says close. Press enter to activate.

(Picture of several different boxes and links the close button is circled in blue and is in the upper right corner of the window above the resource number of the call)

Saving your call

Make sure you have all of the required fields filled in. If you missed a field the database will let you know what is missing. You will be returned to the Start a call screen to start a new GUHH Call.

If using jaws, press B until jaws says submit, then press enter to activate.

Unmet Need

To begin, click the “Search for Resources” link in the upper right hand corner of the call report form. This will open the Resource search screen.

(Picture of call log screen with “Search for Resources” highlighted in yellow.)

Next, conduct a search for a taxonomy term. Please note this tool only works when searching by Taxonomy, not when completing a Resources or a Keywords search. When the search results are returned, a box labelled “Terms searched” will appear indicating what taxonomy term was searched, as shown below.

(Picture of Search for Resource screen with Terms searched Taxonomy box visible)

When you view the details of a record, you will see a link at the top of the screen that says “Choose terms best describing the caller need for this referral”. If you click this link, you will see a list of all the taxonomy terms assigned to the resource. The taxonomy term you searched will already be checked, and you can choose additional terms or change the term checked if you would like. To make a referral to the resource, click the “Make referral” button

(Picture of a resource record with the taxonomy list being displayed from a drop down menu)

On the Resources tab of the call report, the taxonomy term describing the need will now be at the top of the tab. You can check and uncheck which referrals met the need. By default, the Met/Unmet column will show “Need was met”.

(Picture of the main call log form displaying the Resources tab.)

In cases where a referral could not be found to meet the need of the help seeker, the need can still be documented and noted as unmet. To do so, conduct a taxonomy search. When the search results and the “Terms searched” box are shown, click the blue plus sign next to the taxonomy term search to change it to a green check mark.

JAWS Users

1) Search for a resource

2) You’ll be on pg2. (Search results) Press B (button) till you hear add as a need by clicking hear and press space bar.

3) Close the search for resources results.

(Picture of the Search for resources screen.  Describing how to get to the terms searched box)

Close the Resource Search screen and view the resources tab of the call report. There will now be a second Need noted, but with no referral. If you click the drop-down menu in the Met/Unmet column, you can choose a reason why the need was unmet. iCarol includes a default list of unmet need reasons, but this list can be customized by making a request to the iCarol Support Team.

JAWS Users

4) Use your jaws find (CONTROL + F) and look for “remove.”

5) Tab Twice to the combo box and select the reason for the unmet need, by arrowing down.

6) Escape

7) Make sure all required fields are filed in.

8) Submit the call.

**If you’ve opened pg3 (Location information)-

1) Go to links list and press R (Return to main resources”.

2) This returns you to pg2.

3) Press B till you hear Add as a need. Press space bar.

4) Complete the remaining steps above. (4 through 8).

(Picture of the main log screen displaying the unmet need combo box on the Resources tab.)

Reason for Call

This may be used when no referrals were required for a specific service, but information was requested (e.g., someone called to verify our number). This is also used when there is a wrong number or a hang up. The Inquiry Type must ALWAYS be chosen, based on what type of call it is. Look in the Call Type drop down box to select the reason for call

(Picture of part of the main call log form.  This is referring to the Call Type drop down box)

Please be sure to enter an Inquiry Type for every single GUHH, including information only, verifying number, wrong number, hang up, prank/crank calls, etc. There are no exceptions.

Please remember that for erroneous calls whether it is--Hung Up, Wrong Number, or Prank/Crank Call, you will ALWAYS select GUHH - Erroneous as the Inquiry Type.

For Information Only or Verifying Number calls you would select GUHH – Other as the Inquiry Type.

Special Protocols and Call Data Forms

There are special protocols and call data forms that we’ve been asked to follow by the NYS DOH on certain calls. These outlines can be found by clicking on the proper inquiry type selection. Please see below for further information. For each section place a check box next to the selection that fits the call.

Hepatitis C Reason for Call – Save call data sheet.

Basic Information about Hepatitis C

Information on clinical trials for Hepatitis C

Information on differences between Hepatitis A/B/C

Information on getting tested (or testing) for Hepatitis C

Information on Hepatitis C treatment

Information on risks for Hepatitis C

Information on vaccination for Hepatitis A and/or B

Information on new medication for Hepatitis C

Hepatitis C Action Taken – Save call data sheet.

Caller hung up before information could be provided

Provided information only, no referral given

Referred to Caller’s own health care provider

Referred to CDC (hotline or website)

Referred to Center Watch (website for clinical trials)

Referred to Drug Treatment (OASAS Hotline or website)

Referred to ESAP provider (or website)

Referred to Hep. C specialist (NYS DOH website/Liver Foundation #)

Referred to Hepatitis C Support Group Info

Referred to Local Health Department

Referred to Local STD Hotline

Referred to NYS DOH website

Referred to NYS HCV Testing Site

Referred to Syringe Exchange Program

Handling Database/Resource Updates from Agencies and Callers

Incorrect Information Reported by a Caller:

If a caller suggests the information of a referral we’re giving is incorrect. Please first offer the caller alternate referrals as necessary and then let them know we will look into it as you gather information and place the incorrect information in the VERIFICATION  box below. Include the name of the agency, address, phone number and the information that the caller feels is incorrect. 

Pull up the entry that is incorrect, and scroll down the page to the verification section.

(This is a screen shot of the Verification section of any icarol resources)

Once the detail of the incorrect information is entered in the Verification box, then click the button that says Submit this issue.  When you do this, an email will get sent to the resource team.  The resource team will investigate the issue and notify you when the issue has been resolved.

Changes or Corrections Requested by Agency Staff:

If you receive a call from an agency requesting to change their information, collect all the information, and pass this into the Verification text box.  Click the Submit this issue button to send an email to the resource team.  They will investigate the issue and correct any changes that need to be made in the database.

Printed Materials

If a caller calls in regard to obtaining publications such as WIC pamphlets, WIC forms etc. we would direct the call to the publications department at the NYS Department of Health. Use the taxonomy term Public Awareness/Education