Optimizing the Hawaiʻi Coordinated Access Resource Entry System (CARES) Resources
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2021
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University of Hawaii at Manoa
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Background: Coordinated care is a system where an individual receives treatment, referrals, and other services across settings and providers; it is effective in treating individuals with substance use disorder (SUD). In 2019, Hawaiʻi launched the Coordinated Access Resource Entry System (CARES), a statewide care coordinating call and referral center for behavioral health services.Purpose: This quality improvement project evaluated Hawaiʻi CARES weekly training sessions, determined how training influences staff performance, and measured changes in staff knowledge post-training. Methods: Hawaiʻi CARES staff attended four training sessions and completed weekly pre- and post-training knowledge assessments measuring staff knowledge, and quality improvement assessments measuring the quality of the training sessions. Data were grouped by each Hawaiʻi CARES function line (SUD, Crisis, Isolation Quarantine) and by length of employment (<1y, 1-5y, 6-10y, 11+y). Questions assessed competency of entry systems, workflows, job performance, confidence, and value of training sessions. Results and Outcomes: The weekly pre- and post-training assessments indicated increase in knowledge among all staff groups. Quality improvement assessment scores differed based on staff experience. Veteran staff indicated improvement in competencies while less experienced staff’s post scores were lower than pre-training scores. This decrease may be due to response shift bias and an increase of new hires during the time of implementation. Conclusion and Implications: This project successfully evaluated the efficacy of Hawaiʻi CARES’s training sessions. Based on results, leadership will continue weekly training sessions as they increased staff knowledge. In order to enhance care services, focused interventions for less experienced staff could be developed to increase their knowledge, confidence, and job performance.
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