By Maureen
Fitzgerald, Communications Manager, Great Lakes
ATTC, MHTTC, and PTTC
Comprehensive
Community Services (CCS) is a unique Wisconsin Department of Health
Services (DHS) program designed to provide a wide range of community-based,
recovery-oriented, and person-centered mental health and substance use disorder
services to eligible individuals across the lifespan. The program, part of the DHS Division of Care and Treatment Services
Bureau of Prevention Treatment and Recovery, works to help individuals
with mental health and substance use challenges receive the care and support
they need in their communities, rather than in institutional or residential
settings.
CCS began in 2005 through an administrative rule and grew to include
half of the state’s counties. To increase the use of CCS statewide, Wisconsin
leadership changed the funding structure of the program and encouraged tribal
nations and counties to work in regional models. In 2014, under the leadership
of the BPTR Integrated Services Section Manager Kenya Bright, DHS started a
statewide expansion. CCS now operates in 70 of Wisconsin's 72 counties and
three tribal nations. CCS programs offer an array of 13 service components to over
15,000 individuals across the lifespan each year.
With this expansion winding down, CCS staff have shifted their
focus towards enhancing the program's quality and stability as one of DHS’ few
truly integrated behavioral health
programs.
“The Division of Care
and Treatment Services has a history of collaborating with NIATx on quality and process improvement
projects,” says CCS Coordinator Heather Carlson. “At the end of 2021, our Bureau
of Prevention Treatment and Recovery colleagues with the Coordinated Services Teams
(CST) Initiatives hosted a NIATx Change Leader Academy, which served as a nice
reminder of the NIATx process and how it could be applied to our psychosocial
services realm."
Heather is now
leading a NIATx initiative with her fellow CCS coordinators Mike Van Sistine
and Danielle Graham-Heine. Their goal is to increase the number
of CCS programs providing certified peer specialist services.
Peer support services are an integral part of the CCS
recovery-oriented model and person-centered care service array. They contribute
to the overall well-being and recovery of individuals with mental health and
substance use challenges by offering support, hope, and empowerment through
peer relationships and shared experiences.
The change team
Kenya Bright serves as the executive sponsor for the CCS
change team, with Heather and Mike serving as co-change leaders. Joining them
on the team are Danielle Graham-Heine,
BPTR peer coordinators Lynn Maday-Bigboy and Marguerit Galindo, and BPTR data
specialist Laura Gebhardt. The team meets monthly, while the change leaders
hold weekly meetings.
“We’ve also actively engaged other interested parties,
including peer recovery workgroups, to build support at different levels within
our division,” says Mike.
A system-level walk-through to define the big aim
Working with NIATx coach Scott Gatzke, the CCS change team
recognized the need to adapt the NIATx
walk-through exercise.
"Our team had to adopt a unique approach for our walk-through,
given that we were assessing the CCS statewide system as a whole, rather than
focusing on individual agencies," explains Mike. "To accomplish this,
we leveraged the insights from our comprehensive annual survey. The survey consists
of 71 questions administered to every CCS program and includes several
questions pertaining to peer services.”
The 2022 survey showed that not all CCS programs were offering certified
peer services, even in areas where state workforce data showed they were likely
available. Thirty of the CCS certified programs did not use a certified peer
specialist; of those, 27 appeared to have a certified peer specialist available
in their county or tribe.
"This initial survey laid the groundwork for our change
project," Mike explains. "To gain deeper insights into peer services,
we decided to send out a focused survey to programs that do not presently
provide peer services or that just began to offer them in 2022."
The team set a change project aim to
increase the number of CCS programs offering certified peer specialist services
in areas where those services appear to be available (based on 2022 workforce
development data) from a baseline of 42 programs to a goal of 52 programs by
December 31, 2024.
Change team strategy
"We've sent targeted surveys to 27
CCS programs that meet our change project's inclusion criteria: CCS programs
that are not currently offering certified peer support services in areas where
the services are available,” says Mike. “Our goal was to find out more about
the specific hurdles they’re facing when it comes to offering certified peer specialist
services.” Targeted surveys were also sent to six programs that began providing
peer support services in 2022, to help gain insight into the factors that led
them to provide these services.
The survey questions were designed to uncover whether the hurdles
were related to a lack of awareness about the availability of peer support
specialists, a misunderstanding of the potential roles these specialists can
play, or if there were other barriers preventing them from providing these
services.
“One-third of
respondents cited a lack of availability of peer support specialists in the
area, which doesn’t align with some of our existing data,” adds Heather. Other
reasons cited for not providing certified peer support services included a lack
of knowledge or awareness about peer support specialists, perceived lack of
need, challenges in sustaining peer services, and a lack of understanding about
the certified peer specialist role.
NIATx Principle #1 in Action
The change team has organized a series
of focus groups with CCS programs that completed the targeted surveys.
“Information from the focus groups will
further inform our discussions with our peer colleagues and CCS change team
members to help us craft the initial interventions for our upcoming pilot phase,”
adds Mike. “At the same time, we will also identify the 3-5 pilot programs
where we can test these interventions.”
“The change team has done a great job in adapting the NIATx
approach to a system level change goal,” says Scott Gatzke. “Their statewide
walk-through using survey data and the follow-up focus groups are a great
application of NIATx
principle 1, “Understand and involve the customer,” he adds. “The focus
groups also offer a unique opportunity to tap into customer insights on
solutions that will help meet the change project goal.”