1. Joe Reis – PDHRA Program Manager, LHI September 20-21, 2012

2. How we are doing currently How we are improving Suggestions or Comments

3. How we are doing currently 1/1/2012 – 7/31/2012

4. 1/1/2011 – 7/31/2011 Utilization

5. Referral Types Call Center Screenings 1/1/2012 – 7/31/2012

6. Referral Types On Location Screenings 1/1/2012 – 7/31/2012

7. Referral Source 2012

9. Mental Health Assessments Piloted On Location screenings in October 2011 Completed using Standard Assessment Tool (SAT) form –SAT I for minimal BH concerns –SAT II for more involved concerns On-Location Full rollout December 9 th, 2011 Paper SAT forms Call Center Fillable PDF

10. Mental Health Assessments

11. Emergent referrals Over the life of the PDHRA program has had 143 Emergent Referrals 15 Emergent Referrals thus far in 2012 (Only one USAR) “SM expressed that he had a physical altercation with his wife 1 week ago and felt that it was possible he could do this again. He spoke with BHS and was willing and wished to be taken to someone right away. Commander took charge of SM and he was transported to local VA ER”. “SM acknowledged substance and alcohol abuse with active suicidal thoughts”. “The HCP identified suicide issues and harm to others, mainly his fiancé. The SM was then introduce to BHS where he communicated a plan of suicide and involving his fiancé. We were concerned with his return trip home (a 5 hour drive and flight to CA). Decision was made to involve the SM's commander. When this was communicated to the SM his anger escalated quickly and he said he was leaving. We were able to keep the SM at the event and discussions took place while keeping the SM safe”.

12. Call Center Customer Satisfaction Surveys January1- July 31, 2012 Completed 7,901 CC screenings Received 1,150 completed surveys (14.4%) 20 adverse surveys (1.7%)

13. “Yes I’d just like to say the staff that helped me was very caring, kind, and professional. I really appreciated them not only taking down the information but listening to the comments I had and I really felt like they cared. So I appreciate your service. I live way out, work out above the Arctic Circle in Alaska so I’m not sure how I would have got this otherwise so I appreciate your, the outreach and the concern regarding these things. Thanks a lot, LTC **** out” “I was very satisfied with the discussion I had with the HCP and the BHS. You guys are doing a great job. Keep up the good work. Go Army. God bless you all” “Thank for making this such an easy process. It was awesome” “I just wanted to say that Sue was very nice to me and she’s a wonderful asset to your organization. I don’t think I have been treated so well over the phone regarding my military health. Also the NP, Jennifer, was great. I was provided outstanding customer service over the phone for this. Keep up the good work with the training for these folks. Whatever you are doing, you are doing it great. Thanks” “I've dodged this phone call for about 6 months now and you were relentless to call me and contact me. My whole life has fallen apart. It is evident that a strong man like me can't put it back together. You have shed the light on some things that I do have some problems with and need to seek some help. That help will be sought today after I get off of this phone call. I just want to say thank you for serving those of us who have served. It will probably make a big difference. Thank you”

14. Call Center Events Begin Intel call for large CC events Receive Call Center Event Report approximately 6 days after the event end date Improvement to call queues On-Location Events Three Admin Field Trainers in addition to 6 HCP Field Trainers Intel call changes Resiliency Training Looking into electronic Customer Satisfaction Surveys How we are improving

15. Referral Resource MHA

17. New DD Form 2900 Updated training modules for all on-location and call center staff Adjusted staffing for the Call Center and On-location Have SM’s go on MedPros to complete before calling in by going to My Medical Readiness Plan for old version of the 2900 after the go-live date

18. Suggestions or Comments