Single Point of Access (Frederick County FY 17 and Beyond - Annual)
Better off: % of callers reporting that referral was able to provide requested information or services (Annual)
Current Value
72%
Definition
Story Behind the Curve
• Survey data is difficult to get as many are not completed.
• 143 (73%) of callers responding to follow-up, reported the referred agency was able to provide requested information or services
• While callers are able to be connected to the appropriate agency, in some cases the needed resources (i.e. Housing,) are not available.
Partners
• MHA includes all human service partners in the data base to provide the most up to date information for callers.
What Works
• MHA maintains a robust referral resource directory with dedicated staff support to updates.
• Being advised of changes with agencies, keeps caller’s expectations realistic when services aren’t readily available.
• Call specialist have a 97% rate of answering calls within 1 minute to avoid abandonment.
Data Discussion
All callers were referred to available existing services. Some dissatisfaction is related to service not existing or funding not being available (i.e. rent payments) at the time through referral resource.
Measurement Tool Used
Survey administered to caller in follow-up call.
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