Staff technological enhancements

The widespread use of technology allows for effective team communication, efficient processes, and maximizes time spent with consumers, resulting in an intensity of service delivery that is comparable to other non-rural Housing First teams run by the same agency.a Care coordination meetings are conducted virtually, thus preserving team functioning while allowing for more time spent with consumers versus traveling. Voice-to-text e-mail notification of consumers’ calls “off-hours” allows supervisors to better monitor crisis responding, and teams can attend virtual trainings. Smartphones or tablets enable full functionality for staff in the field.

Telehealth pilot project

Community visits are supplemented with “video visits,” that increase staff availability by minimizing travel time. This facilitates the work of specialists in particular, who can cover larger geographic areas to reach a broader base of consumers across the caseload: for example, a consumer who is working can receive follow-up support from an employment specialist or a consumer with a medication question can discuss concerns with the psychiatrist.

Consumer personal use

Qualitative interviews, completed with 133 clients, gauged their interest in receiving a computer. An overwhelming majority expressed excitement, with participants stating that, among other uses, it would greatly facilitate socialization and communication: “I’ll be able to talk to people with similar mental illnesses and learn more about mine, communicate with Pathways more, and talk to my daughter.” Several also noted how it could help alleviate issues with mental health; for example, by allowing individuals who have trouble with crowds to shop online. Some participants also expressed interest, but felt slightly apprehensive about their computer skills and ability to address technical problems, reinforcing the critical need for the role of the digital literacy specialist.

^aRural Housing First Assertive Community Treatment–Intensive Case Management (ACT–ICM) Hybrid Team: 5 face-to-face (FTF) contacts per client per month, on average (no regulatory minimum); Urban Housing First-ACT Team: 7 FTF contacts (minimum 6); and Suburban Housing First-ICM team 3 (minimum 2).