Consumer Perception Survey Training

1. Consumer Perception Survey Training August 2013

2. Objectives: • Purpose of Consumer Perception Survey • Identify the survey period • Define the target population • Review Confidentiality • Train survey administration requirements

3. Purpose of Consumer Perception Survey DBH is required to collect and report data on the performance of services received through the public mental health system • Provides accountability • Solicit consumer input • Required by legislation • AB 188 (Bronzan) commonly knows as Realignment • SAMHSA requires accountability for reporting indicators

4. Consumer Perception Survey(POQI now known as CPS)Time Period Non-clinical staff will conduct the CPS survey during the data collection period: Monday, August 26, 2013 through Friday, August 30, 2013

5. CPS Survey Target Population All consumers from all county-operated and contract organization providers accessing the following outpatient services: • face to face mental health services • case management • day treatment • medication services will be INCLUDED in the survey process • Note: All consumers should complete Consumer Perception Surveys regardless of funding source • In addition, ALL clients enrolled in MHSA Full Service Partnerships should complete a survey

6. Excluded from the process: Consumers served in the following settings: • Acute hospitals • Psychiatric Health Facility (PHF) • Crisis (stabilization, residential and intervention) • Jail and Jail hospital settings • Long-term care institutional placements (e.g., State hospitals, Institute for Mental Disease IMD)

7. HIPAA & Confidentiality Requirements • Non clinical staff should be able to explain to consumers the “Assurance of Confidentiality” • A copy of the statement will be provided • HIPAA requirements for authorizations from consumers DO NOT APPLY • Rest of Privacy Rules do apply

8. Administration of CPS Survey • Administering the survey • Accessing and printing the survey • Submitting data and forms to R&E • Getting help

9. Administering Survey: This table provides brief descriptions of required survey forms. Survey forms will be available in English and Spanish. In cases where a consumer cannot complete a survey because it is not available in the consumer’s preferred language, counties are required to indicate this on the survey form. Currently, all instruments are available in English, Spanish, Chinese, Russian, Vietnamese, Tagalog and Hmong to accommodate many of the language needs of California’s diverse mental health consumer population

10. Accessing Survey Forms Survey forms will be accessed at the FY 2013 Consumer Perception Survey (CPS) links on the DBH intranet at http://countyline.sbcounty.gov/dbh/ or the DBH Contract Providers’ page on the county internet at http://www.sbcounty.gov/dbh/ContactProviders/ContractProviders.asp# Contact DBH Research & Evaluation for survey forms in other languages (Chinese, Russian, Vietnamese, Tagalog and Hmong)

11. Downloading Survey Forms Surveys will: • be downloaded and printed (no photocopies allowed) • be collated and stapled in advance • have a DBH Supplemental Consumer Survey as first page for all surveys Select the appropriate survey on the webpage

12. Printing CPS Survey Forms Figure 2.A Print quality is extremely important for the Scan & Verify option. Do NOT make copies of the forms but rather print directly from the webpage 1. Open the survey form you want to print from the webpage 2. Click on ‘Print Icon’ and to get print dialog box

13. If you are using Adobe Acrobat version 6.0 or later, in the print dialog box, select ‘None’ or ‘Actual size’ from the ‘Page Scaling’ menu (See Figure 2.B) 1. Do not print double-sided pages (i.e., back to back) 2. Select the number of copies of the form you wish to print 3. Click on ‘OK’ to print copies of the survey forms 4. Do NOT make copies of the forms, but rather print directly from the Adobe file. This has been a problem for several counties in past data collection surveys. Copies of forms become faded, and the verifier cannot read the form identification 5. Be sure that the pages of each survey form are in the correct order 6. Be sure that each survey form has the correct number of pages (i.e., surveys have 5 pages each, including the DBH one-page survey cover page). Translated surveys may contain additional pages Figure 2.B

14. Staple Area Post Figure 2.C Staple the pages of each survey form together where indicated (See Figure 2.C). Avoid stapling over the corner ‘Post’ (black squares) on the form.

15. How to Mark Teleform Surveys County staff/volunteers need to know how they and consumers should mark the forms 1. Consumers should use black or dark blue ink pen (no pencils and no felt tip markers) 2. Consumers should completely fill a bubble to ensure maximum recognition. See example below Example: 3. If an error is made, consumers can simply place an 'X' over the incorrect entry and then mark the correct bubble. See the following example: 4. Consumers should mark only one bubble for each question, except for the few questions that ask consumers to mark all responses that apply. For questions that only allow one answer, marking two answers will cause the question to be excluded from analysis. Consumers need to be aware that they can only choose one answer for most of the questions

16. Staff Completed Items Most of the survey is to be completed by consumers, but the data collection staff/volunteers will complete several items before distributing the surveys to consumers. The items that staff/volunteers will complete include the Client and Service Information (CSI) System County Client Number (CCN), which is on every page of every form, and the section at the end of each form labeled ‘For Office Use Only.’ Complete the required items (discussed below) before giving the surveys to consumers • REQUIRED ITEMS: • 1. CSI County Client Number: • This number must be entered on every page of every form. This is the same number that is reported to the DMH CSI System. This number links the pages of one survey together. This is why it must be on every page of a consumer’s survey • No Empty Boxes! Fill with leading zeros if necessary • Right justify the numbers. For example, a CCN "1234" should appear as "000001234.” This field may be alpha-numeric (contain letters and numbers). However, if the CCN contains letters, these surveys MUST be entered using the key-entry option OR contact the CPS staff for special accommodation

17. Figure 2.D • 2. County code (last page of the survey, “For Office Use only”): The County of San Bernardino two digit county code is: 36 This number is also used to link survey pages together (See Figure 2.D) • 3. Date that the survey was completed (See Figure 2.D): Enter the day; the month & year are pre-filled

18. 4. Reason why a consumer did not complete the survey (last page of the survey): If a consumer does not complete the survey, staff must mark one of the following codes on the last page of the survey. When applicable, the ‘Reason’ choices are as follows: Ref=Refused The consumer refused to complete the survey Imp=Impaired The consumer was unable to complete the survey due to any type of significant impairment (e.g., cognitive) Lan=Language The consumer was unable to complete the survey because the survey is not available in the consumer’s preferred language Oth=Other The consumer was unable to complete the survey due to another reason, not specified above • Information about why surveys are not completed is required for the Federal Block Grant. Completion percentages are calculated as the ratio of surveys completed to surveys attempted • 5. Reporting Unit (last page of the survey, “For Office Use only”) is required for all survey forms

19. Submitting Surveys • Completed surveys must be kept secure • Applies to both DBH and contracted agencies • Convey completed forms to R & E • Hand carry • Use traceable delivery service (such as UPS or FedEx) • Send forms no later than: Thursday, September 5, 2013 • Deliver forms in one batch at the end of the survey period

20. Getting Help Questions contact: Donia Brooks, Staff Analyst II DBH – Research & Evaluation (909) 382-3141 Email: dbrooks@dbh.sbcounty.gov

21. Thank you for attending FY 2013 Consumer Perception Survey Training