5.
Non-Specialty Mental Health Services (NSMHS) outreach and education plan
Belkys introduced Jersey Neilson with Quality Management team. Jersey asked some basic questions on how to
get appointments, assistance in Mental Health (MH) crisis and available resources dealing with Mental Health and
Substance Use.
One member spoke to some issues with getting appointments. She explained that she is finding process difficult
and awaiting a callback from Mental Health appointment desk. Jersey offered some guidance with the process
and some possible short cuts (the best way is call Access Line). Jersey informed all that MH Access line does
intake for both specialty MH services and substance use services.
Jersey reminded the group that for MH crisis the County has 3 crisis response 800 number and trained MH
counselors. There were questions about waitlists in chat; Allison put MH Access Line number in chat. Jersey
provided a list of resources and programs available for MH and Substance Use cases. All resources are available
through Access Line
Jersey informed participants of 2024 requirement to create plans on how to outreach and to educate members on
how to access services. She stated the reason for speaking at this CAC meeting as these services are not
accessed as often as they should be and the plan needs to have input from this group who are Medi-Cal members
and who may or may not need to access services.
Additionally, the plan needs to have input from county Behavioral Health services who run the access line.
Also, the plan needs to determine whether the available services are equitable, and it informs people how to
receive help with an interpreter.
The plan must tell how it will reduce stigma around MH and substance use.
It must tell how it’s going to educate providers how to inform members how to obtain services.
How we are going let members know what services are available and how to get them.
What we have done
Developed 1-pagers with health education on 1 page and resources (i.e., educate members on when they
should seek treatment specifically for adults and another one for children; how to cope with stress in a
healthy way; another flyer about pregnancy and MH). Jersey also requested other topics from participants
Created a MH specific e-newsletter going out to people who have signed up (members, providers and
community health providers). It is about upcoming local events and other topics. Briefly highlighted the
first issue launched in February which focused on seasonal affective disorder (SAD) and when one should
consider treatment.
Having a table at community events and health centers- handing out 1-pager and other information at
community health fairs and events.
What we do
Place at least 1 MH article in CCHP members’ newsletter at least once a year
Annual Member Experience surveying our patients who have accessed MH services to see where CCHP is
doing well and where improvements are needed.
New Member mailers - included information on how to access MH and substance abuse services.
Provide education on MH Services - a quarterly network bulleting and provider training.
What we plan to do
Social Media posts in May (MH Awareness Month) - partnering with BH providers and doing social media
posts and awareness and continue with community outreach
Continue community outreach-Farmers’ Markets, Flee Markets and other open-air markets working on
targeting these and getting into these venues - target date as early as October.
More materials/handouts - targeting a larger audience (what works from some/may not work for others) -
everything is always available in Spanish and Chinese, but CCHP is always able to translate to additional
languages.
Question: What else can CCHP do to spread word?
Issue with long wait times for Spanish interpreters-more availability with telehealth; however, for in-person
interpreters - CCHP is trying to expand their network. Overall, it’s hard to get MH providers nationally.
Follow up to above issue - participant asked for clarification on “211”. Jersey was not aware of what “211”
does - she indicated that “211” is recommended as an option in text and chat and they have a wealth of
resources. It was explained that it’s the team understanding that “211” is hub for everything that Jersey
mentioned like mental health access and other resources can be funneled through “211”. Most likely if a
caller requests MH services, the caller would be warm transferred to MH access line
One member has reported issues in the past and she is now engaging in the process with another foster child.
She hopes that this time will go smoother and she will report back to the group her recent experiences as
it was difficult for her to obtain care, make appointments and then the therapist wasn’t with county very
