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LEGISLATIVELEGISLATIVE B BUDGETUDGET ANDAND F FINANCEINANCE C COMMITTEEOMMITTEE A JOINT COMMITTEE OF THE PENNSYLVANIA GENERAL ASSEMBLY LEGISLATIVEA JOINT COMMITTEE BUDGET OF THE ANDPENNSYLVANIA FINANCE GENERAL COMMITTEE ASSEMBLY A JOINT COMMITTEE OF THE PENNSYLVANIA GENERAL ASSEMBLY

A Report on the Pennsylvania

Health and Human Services Hotlines

October 2020

SENATORS REPRESENTATIVES ROBERT B. MENSCH, CHAIRMAN STEPHEN E. BARRAR, SECRETARY JAMES R. BREWSTER, VICE CHAIRMAN JAKE WHEATLEY, TREASURER MICHELE BROOKS AARON BERNSTINE ARTHUR HAYWOOD SCOTT CONKLIN KRISTIN PHILLIPS-HILL MARGO DAVIDSON CHRISTINE TARTAGLIONE CRIS DUSH

Patricia A. Berger, Executive Director Christopher R. Latta, Deputy Executive Director

Phone: 717.783.1600 Email: [email protected] Or find us here:

Web: http://lbfc.legis.state.pa.us/ Facebook: PA Legislative Budget and Finance Committee Twitter: @PA_lbfc

LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

TABLE OF CONTENTS

Report Summary ...... S-1

Report Sections

I. Objectives, Scope, and Methodology ...... 1

II. Pennsylvania Department of Aging ...... 5 A. Mission and Purpose ...... 5 B. Data and Information ...... 7

III. Pennsylvania Department of Drug and Alcohol Programs ...... 25 A. Mission and Purpose ...... 25 B. Data and Information ...... 26

IV. Pennsylvania Department of Health ...... 41 A. Mission and Purpose ...... 41 B. Data and Information ...... 44

V. Department of Human Services ...... 55 A. Mission and Purpose ...... 55 B. Date and Information ...... 63

VI. Pennsylvania Housing Finance Agency ...... 131 A. Mission and Purpose ...... 131 B. Data and Information ...... 132

VII. Pennsylvania Public Utility Commission ...... 137 A. Mission and Purpose ...... 137 B. Data and Information ...... 138

VIII. Pennsylvania 211 ...... 147 A. Mission and Purpose ...... 147 B. Data and Information ...... 148

Appendix A ...... 155 A. House Resolution 2019-507 ...... 155

LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

REPORT SUMMARY

Objectives and Scope Pennsylvania Health and Human Services Our objectives for this report 0n Pennsylvania Hotlines health and human services hotlines are as fol- Our report, generated in response to House Resolution 2019-507 (HR lows: 2019-507), determined that a total of 66 Pennsylvania health and human services hotlines are operated (or contracted) at a combined cost of more  To identify health 1 and human services than $75,369,544 in FY 2018-19. We reviewed the hotlines operated (or hotlines operated or contracted) by six Commonwealth of Pennsylvania state agencies and contracted for by the quasi-state agencies and also one nonprofit during FY 2016-17, FY 2017- indicated agencies. 18, and FY 2018-19:

 To identify the services provided, staff- 1. Pennsylvania Department of Aging (PDA) – Seven hotlines. ing, cost and appro- 2. Pennsylvania Department of Drug and Alcohol Programs (DDAP) priations, contract – Two hotlines. options, and hours 3. Pennsylvania Department of Health (DOH) – 22 hotlines. of operation for each 4. Pennsylvania Department of Human Services (DHS) – 31 hotlines. hotline. 5. Pennsylvania Housing and Finance Agency (PHFA) – Two hot-

 To analyze the infor- lines. mation maintained 6. Pennsylvania Public Utility Commission (PUC) – One hotline. by each agency re- 7. Pennsylvania 211 (PA 211) powered by the United Way of Penn- garding the func- sylvania (UWP) – One hotline. tioning of hotlines.

 To identify private Our analysis further identified the service provided, staffing, cost and ap- and charitable enti- propriations, operational hours, etc., for each hotline, to the extent data ties that support hot- was maintained and was available from the Commonwealth agencies. lines. Shown below is an overview of some of the data and information collected in relation to the seven agencies’ hotlines:

1 This dollar amount does not represent the total cost of all 66 hotlines in that cost information was not available/provided by the agencies for 18 hotlines (i.e., 1) 877-PAHEALTH (DOH), 2) Vital Records Legislative Hotline (DOH), 3) PA Cancer Registry (DOH), 4) PA Statewide Immunization Registry (PA-SIIS) (DOH), 5) HMO Consumer Complaints (DOH), 6) Managed Care Consumer Inquiries/Complaints (DOH), 7) OMAP Eligibility Verification System/EVS (DHS), 8) OLTL Provider Helpline (DHS), 9) OLTL Participant Helpline (DHS), 10) OLTL Nursing Facility Durable Medical Equipment (DME)/Preventable Serious Adverse Events (PSAE) Hotline (DHS), 11) Independent Enrollment Broker (CHC) (OLTL, DHS), 12) PA Independent Enrollment Broker (IEB) (OLTL, DHS), 13) Public Partnerships (PPL) Customer Service Line (OLTL, DHS), 14) Bureau of Human Services Licensing Complaint Hotline (OLTL DHS), 15) Bureau of Human Services Licensing Operator Support Hotline (OLTL, DHS), 167) ODP Customer Service Line (DHS), 17) ODP Claims Resolution Helpline (DHS), and 18) Bureau of Supports for Autism and Special Populations (BSASP) Services Helpline (ODP, DHS)).

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Department Number of Lines Agency/Contracted Cost (FY 2018-19) PDA 7 Agency & Contracted $6,346,353 DDAP 2 Contracted 990,973 DOH 22 Agency & Contracted 5,871,576 DHS 31 OMAP (3) Agency & Contracted 4,185,132 OLTL (10) Agency & Contracted 1,041,956 OIM (3) Agency 35,756,248 ODP (3) Agency NA OCYF (9) Agency & Contracted 10,284,442 OCDEL (2) Contracted 99,995 OA Welfare Fraud Tipline (1) Contracted 69,786 PHFA 2 Agency 1,260,000 PUC 1 Agency 6,148,348 PA 211 1 Agency 3,314,735 TOTAL: 66 $75,369,544

This data was gathered utilizing a 15-point hotline information request we developed and provided to each of the agencies. The 15-point hotline information request consisted of the following:

1. The list of hotlines that are in full or in part staffed by employees of the Commonwealth who provide health and human service information to the residents of the Commonwealth. 2. The list of hotlines the agency has contracted with other businesses within this Commonwealth that provide health and human services information to residents of this Commonwealth. 3. The services provided by each hotline. 4. The operating hours of each hotline. 5. The number of full-time and part-time staff persons. 6. The disposition of calls received by each hotline for the last three fiscal years by month. 7. The subject matter of the calls received by each hotline for the last three fiscal years by month. 8. The wait times (on hold time before a call is connected) for each hotline for the last three fiscal years by month. 9. The volume of calls for each hotline for the last three fiscal years by month. 10. The county from which the calls originated for each hotline for the last three fiscal years by month. 11. Whether each hotline provides an opportunity for customer feedback in the form of a survey or call back.

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12. The individual contact options available for each hotline as listed below: o Translation services o Services for deaf or hard-of-hearing o Texting o Website search o Applications for mobile devices or other forms of technology 13. The annual operating costs for each hotline for the last three fiscal years. 14. The identification of the specific appropriations from which the costs of each hotline have been paid. 15. The identification of other resources and contributions by private or charitable entities that support each hotline.

HR 2019-507 defines the term “hotline” as follows:2

A hotline under this resolution include[s] a call that is live answered or a call that uses an interactive voice response to direct the caller to a staff person who answers the call within the operating hours of the hotline with the goal of identifying appropriate services to address the caller’s needs.

The report contains a section that corresponds to each agency (PDA, DDAP, DOH, DHS, PHFA, PUC, and PA 211), which provides an overview of the mission and purpose of each agency. Included with the mission and purpose is a listing of each agency’s hotlines, including a brief summary of the each line’s purpose. Thereafter, each section presents data and information regarding the staffing, cost and appropriations, operational hours, etc. for each hotline the agency operates or contracts with another entity to operate. This data and information is displayed in exhibits that are grouped by each agency in the following order:

 Basic Information.  Optional Services.  Subject Matter.  Disposition of Calls.  Call Volume.  Average Wait Time.  County of Origin.  Annual Operation Cost.

Section II – PDA. PDA is responsible for the administration of all Com- monwealth aging programs and services, and promotes prevention and

2 While the term “hotline” is the defined term, we note the various Commonwealth agencies, when identifying the hotlines the agencies operate (or contracts with other entities to operate) may refer to those lines as call centers, helplines, or hotlines.

S -3 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines protection services for older Pennsylvanians. The mission of PDA is to enhance the quality of life of older Pennsylvanians. PDA contracts with other entities to provide for seven health and human services call centers, helplines, and hotlines.

The PDA exhibits show five of the hotlines are operational Monday through Friday. PACE Provider Services/ProDur and the Report Elder Abuse/Adult Protective Services hotlines function on a 24/7 basis. An- nual costs for PDA hotlines were $6,346,353 in FY 2018-19 and required 90 full-time and 23 part-time employees. Not all optional services are available.

PDA’s Report Elder Abuse Hotline is the same as the Department of Hu- man Service’s Adult Protective Services Hotline. Prior to March 2020, the Elder Abuse Hotline was automated and electronically transferred calls to the 52 Area Agency on Aging (AAA) based on the phone number. The transferred hotline calls were answered and responded to by AAA staff. The hotline is under the purview of the Protective Services (PS) program within PDA. Other than basic information, optional services, call volume, and costs to operate, no other data is available for the Elder Abuse Hot- line.

County of origin is only available for PACE Application Call Center and PDA Link to Aging and Disability Resources Center Call Center.

Section III – DDAP. DDAP develops and implements programs to reduce substance abuse and dependency (i.e., drug, alcohol, and gambling abuse) through education, prevention, intervention, rehabilitation, and treatment programs. DDAP contracts with other entities to provide for two health and human services hotlines.

Annual costs of operation for DDAP’s two hotlines – PA Get Help Now and PA Compulsive & Problem Gambling – were $990,973 in FY 2018-19. Operations for both hotlines are contracted and operate on a 24/7 basis with 25 full-time and 27 part-time employees.

Both hotlines offer all optional services. There is no average wait time exhibit for the DDAP hotlines, as calls are answered live.

Section IV – DOH. DOH envisions a healthy Pennsylvania for all, and seeks to promote healthy behaviors, prevent injury and disease, and assure the safe delivery of quality health care for all Pennsylvanians. DOH operates and contracts with other entities to provide for 22 health and human services call centers and hotlines.

DOH operates 22 hotlines, 19 that are operational Monday through Fri- day and three lines that function on a 24/7 basis. Annual operating costs for 16 of DOH’s hotlines were $5,871,576 in FY 2018-19. Costs for the

S -4 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines other hotlines were not available. Operations for 13 of the hotlines are contracted, with the remainder agency-run. The 22 hotlines require 71 full-time employees. Optional services vary by hotline.

DOH could not provide disposition of calls or county of origin. Call volume and wait times are not available for January – June 2019.

Section V – DHS. The mission of DHS is to improve the quality of life for Pennsylvania’s most vulnerable individuals and families. DHS promotes opportunities for independence through human service support systems that allow it to operate substantive programs in six areas, five of which utilize 30 helplines and hotlines, along with the DHS Fraud Tipline/Hot- line for a total of 31 health and human services helplines and hotlines it operates or contracts with other entities to provide for within the Com- monwealth.

The DHS health and human services hotlines are grouped by each DHS office (i.e., Office of Medical Assistance Programs (OMAP), Office of Long Term Living (OLTL), Office of Income Maintenance (OIM), Office of Devel- opmental Programs (ODP), Office of Children, Youth, and Families (OCYF), Office of Child Development and Early Learning (OCDEL), and Of- fice of Administration (OA) Welfare Fraud Tipline/Hotline), and the corresponding exhibits are presented in the same order as previously indicated in this summary.

Office of Medical Assistance Programs. OMAP operates three hotlines, with annual costs of $4,185,132 during FY 2018-19. The hotlines are all agency-operated, with some additional contracted staff. EVS is agency run, but through an automated line. All hotlines are operational Monday through Friday and require 85 full-time employees.

For OMAP, the cost of the hotlines is only available for FY 2018-19, except EVS for which costs are not available. County of origin is also not available.

Office of Long Term Living. OLTL has ten hotlines, seven of which are operational Monday through Friday, although the Public Partnerships (PPL) Customer Service Line has limited hours on Saturday. The Bureau of Hu- man Services Licensing Complaint Hotline and the Adult Protective Ser- vices Hotline are functional on a 24/7 basis. Five of the hotlines are agency run, with the remainder being contracted, and require 185-196 full-time and eight part-time employees. OLTL hotlines include a mixture of optional services.

Disposition of all calls for all Independent Enrollment Broker (CHC) is CHC enrollment. No disposition of calls was reported for OLTL Nursing Facility DME/PSAE, PA Independent Enrollment Broker (IEB), Bureau of Human Services Licensing Complaint Hotline, or the Bureau of Human

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Services Licensing Operator Support Hotline. OLTL hotlines data does not identify county of origin, nor are hotline costs available with the exception of the CHC Participation Hotline, which cost $1,041,956 in FY 2018-19. No other data, other than Basic Information and Optional Ser- vices, is available for the Adult Protective Services Hotline.

Office of Income Maintenance. OIM operates three hotlines with an annual operating cost of $35,756,248 in FY 2018-19. All hotlines are operational Monday through Friday. All three are also agency operated and require 422 full-time and 195 part-time employees, 177 of whom are contingency staff for the OIM Customer Service Center. Several optional services are available for the hotlines.

OIM does not track disposition of calls or county of origin.

Office of Developmental Programs. ODP has three hotlines: ODP Cus- tomer Service Line, ODP Claims Resolution, and the Bureau of Supports for Autism and Special Populations Services Helpline, which are all agency run. All three hotlines are operational Monday through Friday with varying operating hours, and require seven full-time employees and five part-time employees. The hotlines do not provide an opportunity for customer feedback. The ODP Claims Resolution Helpline has no optional services.

DHS was not able to provide operational costs for ODP hotlines. Call disposition was not available for the ODP Claims Resolution Helpline and was unavailable by month for the other two hotlines. ODP does not track average wait times or county of origin, with the exception of the Bureau of Supports for Autism and Special Populations Helpline, which only track county of origin if the information is included in a voicemail. Subject matter and call disposition are not tracked by month.

Office of Children, Youth, and Families. The nine hotlines that are operated within OCYF are both contracted out and agency operated. Most hotlines are available Monday through Friday, with the Childline Hotline and the Safe Haven Helpline open on a 24/7 basis. In FY 2018-19, costs to operate all hotlines were $10,284,442, and required 170 full-time and 13 part-time employees.

There are two lines for which we do not have data or exhibits. The SWAN Pennsylvania Adoption Exchange (PAE) number (1-800-227-0225) is auto answered and, while it meets the definition of a hotline under HR 2019- 507, all calls are passed to the SWAN Helpline or the SWAN LSI Warmline and therefore, any data is included in those corresponding helplines. The KinConnector Helpline (1-866-KIN-2111) is an active OCYF helpline, however, this helpline was only operational as of the 2019-20 fiscal year; and no data was included in the report because it is outside the scope of HR 2019-507.

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Please note that while DHS does not collect county of origin data, the SWAN Helpline collects data by region only and the Safe Haven sometimes captures county of origin.

Office of Child Development and Early Learning. OCDEL has two hotlines, the PAKIDS Helpline and CONNECT Helpline. Both hotlines are contracted and operate set hours Monday - Friday. Annual operating costs in FY 2018-19 were $99,995 and required two full-time employees.

There are no average wait time exhibits for these hotlines as there are no queues and calls are answered live during office hours. Any voicemails are answered within two business days. There are also no call dispositions: calls from both OCDEL hotlines are considered "handled” and specific outcomes of the calls are not recorded.

Office of Administration Welfare Fraud Tipline/Hotline. OA Welfare Fraud Tipline/Hotline annual operating costs for FY 2018-19 were $69,786. Op- erations are contracted on a 24/7 basis and requires one full-time employee. There are no optional services. Subject matter for all calls was reported by DHS to be suspected provider and recipient fraud.

DHS did not report wait times for this hotline. Officials reported that calls are answered or sent to voicemail, and therefore wait time is mini- mal. DHS reported that county of origin is unknown.

Section VI – PHFA. PHFA is a state-affiliated/quasi-state entity that provides capital for decent, safe, and affordable homes and apartments for older adults, low-and moderate-income Pennsylvanians and their families and individuals with special housing needs with the goal of making Penn- sylvania a better place to live while fostering community and economic development. PHFA operates and contracts with other entities to provide for two health and human services hotlines/call centers.

Although the PHFA hotlines had annual operating costs of $1,260,000 in FY 2018-19, the hotlines are mainly self-funded through mortgage servicing revenue. The Customer Solutions Center (CSC) Hotline is agency-operated, with 12 full-time employees. PAHousingSearch.com is contracted to Socialserve, which serves an additional 29 states, plus the District of Columbia.

There is no data available for the PAHousingSearch.com, other than basic information and optional services. PHFA does not track county of origin or call disposition for either hotline.

Section VII – PUC. PUC is an independent quasi-judicial state agency that seeks to balance the needs of consumers and public utilities while fostering new technologies and competitive markets in an environmentally sound manner that furthers economic development. PUC’s Bureau

S -7 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines of Consumer Services operates and maintains within the Commonwealth a sole consumer complaint hotline.

The PUC operates its Consumer Hotline with 15 to 50 full-time employees because call volumes increases significantly after the winter heating season. There are also 10 part-time employees. In FY 2018-19 operating costs were $6,148,348. The only optional service offered is the ability for a website search.

Section VIII – PA 211. The nonprofit PA 211 (powered by UWP) and the United Way of Pennsylvania (UWP) are partners supporting the PA 211 community-strengthening service. PA 211 is a starting place and gateway to all Pennsylvania health and human services. PA 211 connects people with government programs (i.e., federal, state, and local) and private nonprofit organizations by providing them with a description of the program/organization and the service(s) offered, and provides referrals which include contact information and service access guidance (hours, documentation required to determine eligibility, etc. The nonprofit PA 211 operates and maintains within the Commonwealth a sole health and human services hotline with the same nomenclature for both phone and text contact.

PA 211 had an annual operating cost of $3,314,735 in FY 2018-19, of which $750,000 comes from the Department of Human Services. Other funding resources include county United Way organizations, as well as county and municipal governments. PA 211 has 44 full-time and 34 part- time employees who are employed by four 211 contact center service providers, and can be reached on a 24/7 basis by dialing 211.

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SECTION I OBJECTIVES, SCOPE, AND METHODOLOGY

Why we conducted this study… Objectives

 House Resolution 2019-507 directed Specifically, House Resolution 2019-507 (HR 2019-507) directed the Leg- the Legislative islative Budget and Finance Committee (LBFC) to conduct a study and Budget and Finance issue a report analyzing the current Pennsylvania health and human ser- Committee (LBFC) to vices hotlines and their costs with regard to the following six Common- conduct a study and wealth state agencies and quasi-state agencies: 1) Pennsylvania Depart- issue a report ana- ment of Aging (PDA), 2) Pennsylvania Department of Drug and Alcohol lyzing the current Pennsylvania health Programs (DDAP), 3) Pennsylvania Department of Health (DOH), 4) Penn- and human services sylvania Department of Human Services (DHS), 5) Pennsylvania Housing hotlines and their and Finance Agency (PHFA), and 6) Pennsylvania Public Utility Commis- cost. sion (PUC). It was further understood that the report would also look at Pennsylvania 211 (PA 211) powered by United Way of Pennsylvania  On December 10, (UWP). The specific objectives are as follows: 2019, the LBFC Offic- ers adopted this project pursuant to 1. To identify health and human services hotlines operated or con- House Resolution tracted for by the indicated Commonwealth agencies. 2019-507. 2. To identity the services provided, staffing, cost and appropriations, contract options, and hours of operation for each hotline. 3. To analyze the information maintained by each agency regarding the functioning of hotlines. 4. To identify private and charitable entities that support hotlines.

Scope

House Resolution 2019-507 directs LBFC to study and issue a report on Pennsylvania health and human services hotlines that is primarily focused on three fiscal years (FY 2016-17, FY 2017-18, and FY 2018-19),3 to the extent data was maintained and was available from the enumerated Commonwealth agencies.4 See Appendix A for a copy of HR 2019-507.

HR 2019-507 defines the term “hotline” as follows:5

3 Given the HR 2019-507 (Pennsylvania Health and Human Services Hotlines) report is limited to three fiscal years ending with the FY 2018-19, the report does not reflect any activities or impacts related to COVID-19. 4 The agencies were responsible for identifying their respective hotlines. 5 While the term “hotline” is the defined term, we note the various Commonwealth agencies, when identifying the hotlines the agencies operate (or contracts with other entities to operate) may refer to those lines as call centers, helplines, or hotlines.

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A hotline under this resolution include[s] a call that is live answered or a call that uses an interactive voice response to direct the caller to a staff person who answers the call within the operating hours of the hotline with the goal of identifying appropriate services to address the caller’s needs.

Methodology

In order to identify Pennsylvania health and human services hotlines we contacted each of the Commonwealth agencies,6 reviewed their corresponding websites, and called the hotlines to verify the hotline numbers were functioning.

We developed a 15-point hotline information request and worked with each of the seven agencies to gather the available data with regard to their corresponding hotlines. The 15-point hotline information request consisted of the following:

1. The list of hotlines that are in full or in part staffed by employees of the Commonwealth who provide health and human service information to the residents of the Commonwealth. 2. The list of hotlines the agency has contracted with other businesses within this Commonwealth that provide health and human services information to residents of this Commonwealth. 3. The services provided by each hotline. 4. The operating hours of each hotline. 5. The number of full-time and part-time staff persons. 6. The disposition of calls received by each hotline for the last three fiscal years by month. 7. The subject matter of the calls received by each hotline for the last three fiscal years by month. 8. The average wait times (on hold time before a call is connected) for each hotline for the last three fiscal years by month.

6 COVID-19 impacted the response times of a number of the agencies in regards to their ability to provide data and information.

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9. The call volume for each hotline for the last three fiscal years by month. 10. The county from which the calls originated for each hotline for the last three fiscal years by month. 11. Whether each hotline provides an opportunity for customer feedback in the form of a survey or call back. 12. The individual contact options available for each hotline as listed below: o Translation services o Services for deaf or hard-of-hearing o Texting o Website search o Applications for mobile devices or other forms of technology 13. The annual operating costs for each hotline for the last three fiscal years. 14. The identification of the specific appropriations from which the costs of each hotline have been paid. 15. The identification of other resources and contributions by private or charitable entities that support each hotline.

Based on this information request we also developed a spreadsheet to help in the collection and organization of the health and human services hotlines data from each agency.

Frequently Used Abbreviations

Throughout this report, we use a number of abbreviations for government-related agencies. These abbreviations are as follows:

Abbreviation Government Related Agency PDA Pennsylvania Department of Aging. DDAP Pennsylvania Department of Drug and Alcohol Programs. DOH Pennsylvania Department of Health. DHS Pennsylvania Department of Human Services. PHFA Pennsylvania Housing Finance Agency. PUC Pennsylvania Public Utility Commission. PA 211 Pennsylvania 211 powered by United Way of Pennsylvania.

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Acknowledgements

LBFC staff completed this review with cooperation from the Pennsylvania Department of Aging (PDA), Pennsylvania Department of Drug and Alco- hol Programs (DDAP), Pennsylvania Department of Health (DOH), Penn- sylvania Department of Human Services (DHS), Pennsylvania Housing Fi- nance Agency (PHFA), Pennsylvania Public Utility Commission (PUC), and Pennsylvania 211 (PA 211) powered by United Way of Pennsylvania (UWP). In particular, we thank Robert Torres, PDA Secretary; Jennifer Smith, DDAP Secretary; Rachael Levine, DOH Secretary; Teresa Miller, DHS Secretary; Robin Wiessmann, PHFA Executive Director & CEO; Gladys Brown Dutrieuille, PUC Chairman and Seth A. Mendelson, PUC Ex- ecutive Director; and Kristen Rotz, President UWP and Debbie Reihart, former PA 211 Executive Director.

Important Note

This report was developed by the staff of the Legislative Budget and Fi- nance Committee, including project manager, Jason R. Brehouse, Esq., counsel, Rick Jones, Esq., staff analysts Anne Witkonis, Amy Hockenberry, and Rebanta Mukherjee. The release of this report should not be con- strued as an indication that the Committee as a whole, or its individual members, necessarily concur with the report’s findings, conclusions or recommendations.

Any questions or comments regarding the contents of this report should be directed to the following:

Patricia A. Berger, Executive Director Legislative Budget and Finance Committee P.O. Box 8737 Harrisburg, Pennsylvania 17105-8737 717-783-1600 Email: [email protected]

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SECTION II PENNSYLVANIA DEPARTMENT OF AGING

Overview

This section provides an overview of the Pennsylvania Department of Ag- ing’s (PDA) mission and purpose along with the various health and human services hotlines the PDA contracts with other entities to provide. It further identifies the services provided, staffing, cost and appropriations, operational hours, etc. of each hotline.

A. Mission and Purpose

The Pennsylvania Department of Aging (PDA) is responsible for the administration of all Commonwealth aging programs and services and promotes prevention and protection for older Pennsylvanians. The mission of PDA is to enhance the quality of life of older Pennsylvanians. PDA provides a single point of contact through which older Pennsylvanians can address their concerns to state government. Statewide services for older Pennsylvanians (i.e., home and community-based services, nutrition, employment, transportation, and domiciliary care and protection) are provided through the local Area Agencies on Aging (AAA), and PDA also manages the pharmaceutical/prescription assistance programs for older Pennsylvanians, Pharmaceutical Assistance Contract for the Elderly (PACE), PACE Needs Enhancement Tier (PACENET), and PACE Plus Medi- care that are 65 or older and meet the income qualifications.

PDA contracts with other entities to provide within the Commonwealth for the following seven health and human services information call centers, helplines, and hotlines as indicated below. All of the lines, except PDA APPRISE and the Report Elder Abuse Hotline, are staffed by individuals employed by the PACE prime contractor, Magellan Medicaid Admin- istration (MMA), or by the subcontractor, Benefits Data Trust (BDT).

 PACE Cardholder Services (PACE/PACENET) Call Center – 1- 800-225-7223 – Answers inbound calls from PACE and PACENET members, caregivers, and the general public. Representatives also take information and complete an enrollment application for older Pennsylvanians.

 PACE Application Call Center – 1-866-712-2060 – The call center primarily conducts outbound calls to PACE eligible individuals

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not currently enrolled, screens for eligibility, gathers documentation, and prepares applications for qualified seniors for public benefits over the phone with a focus on PACE and Medicare Ex- tra Help Low Income Subsidy (LIS, Medicare’s Part D out-patient pharmacy benefit). The call center also assists in preparing applications for Medicaid, Medicare Saving Programs, Supplemental Nutrition Assistance Program (SNAP), Property Tax and Rent Re- bate (PTRR), and Low-Income Home Energy Assistance Program (LIHEAP).

 PACE Provider Services/Prospective Drug Utilization Review (ProDUR) Call Center – 1-800-835-4080 – The call center handles calls under the umbrella of both Provider Services and Pro- spective Drug Utilization Review (ProDUR). The call center answers inbound calls from enrolled pharmacies, physicians, and occasionally PACE and PACENET cardholders. When appropriate a medical exception record is created that will allow a rejected claim to be processed based on clinical evidence supplied by the presriber. ProDUR specifically involves reviewing claims for ther- apeutic appropriateness before the medication is dispensed, reviewing the available medical history and focusing on those cardholders at the highest severity of risk of harmful outcome. The ProDUR review takes place at the point of sale and utilizes an interactive on-line processing system.

 PACE PA Clearinghouse Call Center (formerly known as the Pennsylvania Patient Assistance Program [PA PAP] Clearing- house and Pennsylvania Parolee [PA Parolee] Clearinghouse) – 1-800-955-0989 – Provides the following services: o Available to assist all adult Pennsylvanians, regardless of age, with the cost of prescription drugs. This call center reaches out to those who are uninsured or under-in- sured by helping them to apply for prescription assistance through various pharmaceutical manufacturer’s assistance programs. o Supports and assists re-entrants (state and county) and their families after release/parole to determine potential eligibility for various assistance programs (e.g. food, medical and prescription, housing, furniture, home goods, clothing, energy/utilities, employment, transportation, veteran’s, legal aid). o Assists in the application process (and if successful, re- application) and gathering of information, helps determine the likelihood of eligibility, and advocates to resolve any issues that may arise.

 PDA Link to Aging and Disability Resources Center (ADRC/Link) Call Center – 1-800-753-8827 – ADRC/Link (as it

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is known in Pennsylvania) is part of a nationwide effort that takes a seamless approach in the way it assists seniors and adults with disabilities who need help with daily living activities and basic needs. Trained information and Referral Specialists assist individuals and caregivers with finding resources to meet basic needs. Link specifically assists individuals and/or their family as follows: o Connects consumers to local services/supports through any Link partner agency. o Explores existing options to ensure a secure plan for independence. o Assists consumers with applications to determine funding eligibility. o Helps consumers remain in or return to their community, or transition from an institution back to the community in relation to a disability, an illness, or accident.

 PDA APPRISE Helpline – 1-800-783-7067 – APPRISE is the Pennsylvania State Health Insurance Assistance Program (SHIP) and its helpline offers free Medicare counseling year-round to older Pennsylvanians. It provides information about Medicare, Medicare Supplemental Insurance, Medicaid, and Long-Term Care Insurance. During the Medicare Part D enrollment period (October/November) the helpline also provides information to Medicare eligible individuals regarding enrollment.7

 PDA Report Elder Abuse Hotline – 1-800-490-8505 – Calls to report elder abuse are routed to one of Pennsylvania’s 52 county Area Agencies on Aging (AAA).8 o Note: In the case of an emergency, the caller is instructed to call 911.

B. Data and Information

PDA operates seven hotlines, five of which are operational Monday through Friday. PACE Provider Services/ProDur and the Report Elder Abuse/Adult Protective Services hotlines function on a 24/7 basis. An- nual costs for PDA hotlines were $6,346,353 in FY 2018-19 and required 142 full-time and 23 part-time employees. In addition, 95 volunteers

7 During the Medicare Part D enrollment period (October/November) that number of calls into the PDA APPRISE Helpline goes from about 1,000 calls per month to 7,000 calls per month. Calls continue to be handled by volunteers at local Area Agencies on Aging (AAA), although any spillover calls due to the increased volume are redirected to PDA PACE staff. 8Both PDA and the Department of Human Services (DHS) list the 1-800-490-8505 hotline number. PDA lists it as the “Report Elder Abuse Hotline” in that PDA handles all calls involving individuals age 60 and over, meanwhile DHS lists it as the “Adult Protective Services Hotline” in that DHS handles all calls involving individuals 18 through 59 years of age. Both PDA and DHS when publically discussing the hotline refer to it as the Statewide Abuse Reporting Hotline

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from 10 AAAs staff the PDA APPRISE Helpline. Not all optional services are available.

County of origin is only available for the PACE Application Call Center and PDA Link to Aging and Disability Resources Center Call Center.

NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Exhibit 1

Basic Information – PA Department of Aging

Opportunity Cost of No. Staff- Contracted/ Operating for Customer Appropriation/ Hotline Hotline FT & PT Agency Hours Feedback Funding FY 2018-19 Monday- PACE Cardholder Friday 8:30 (Member) Services 34 FT AM to 1-800-225-7223 20 PT Contracted 5 PM No PA Lottery $1,020,999 Monday- PACE Application Friday Call Center 9 AM to 1-866-712-2060 18.5 FT Contracted 5 PM No PA Lottery 1,700,000 PACE Clearing- Monday- house Friday 8:30 1-800-955-0989 14 FT Contracted AM-5 PM No PA Lottery 1,163,403 PACE Provider Services/ProDur 18 FT 1-800-835-4080 3 Seasonal Contracted 24/7 No PA Lottery 1,558,472

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Exhibit 1 Continued

PDA Link to Aging and Disability Monday- Resources Friday 8:30 State and 1-800-753-8827 5 FT Contracted AM- 5 PM No Federal 473,511 PA Lottery Federal Medicare Monday- Improvement for PDA APPRISE 95 AAA Friday 8:30 Patients and 1-800-783-7067 Volunteers Contracted AM- 5 PM No Providers Grant 187,500

Report Elder Abuse Hotline State and a/ 1-800-490-8505 52 Contracted 24/7 No Federal 242,468

a/ Calls are routed to the county Area Agency on Aging (AAA), based on the caller's area code and exchange. The local AAA's intake unit documents the alleged report of need for elder abuse/adult protective services. PDA contracts for each AAA, of which there are 52, to have a staff person available 24/7.

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

Exhibit 2

Optional Services – PA Department of Aging

Translation Services for Website Mobile Device Hotline Services Deaf/HoH Texting Search Apps PACE Cardholder (Member) Services Yes Yes No Yes No PACE Application Call Center Yes Yes No Yes No PACE Clearing- house Yes No No Yes No Provider Ser- vices/ProDur Yes No No Yes No PDA Link to Aging and Disability Resources Yes No No Yes No PDA APPRISE Yes No No Yes No Report Elder Abuse Hotline Yes No No No No

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

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Exhibit 3

Subject Matter – PA Department of Aging

Program Subject Matter Pace Cardholder (Member) Services Enrollment questions, applications status, online (PACE/PACENET) application, eligibility dates inquiry Conducting outreach calls, screening for eligibility, gathering documentation, and applying sen- PACE Application Call Center iors for public benefits Eligibility for manufacturer's assistance program, eligibility for other assistance programs, housing, transportation, medical care access, meeting daily PACE Clearinghouse needs Medical exception inquiry, rejected claim questions, covered drug inquiry, claim inquiry/claim PACE Provider Services/ProDur status, patient inquiry Waiver assistance, in-home service, nursing home PDA Link to Aging and Disability Resources information, and Medical Assistance questions Provides general plan information to Medicare PDA APPRISE eligible persons Report Elder Abuse Hotline Reports of adult and elder abuse

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

Exhibit 4

Disposition of Calls – PACE Cardholder (Member) Servicesa/

Call Disposition FY 2016-17 FY 2017-18 FY 2018-19 Address and Name Corrections 2,233 1,875 1,898 Appeal Process Question 275 262 232 Application Status 15,131 11,110 6,315 Auto Renewal Inquiry 47 112 19 Co-Payment 806 563 707 Deceased Notice 1,617 1,251 1,110 Deductible 3 1 1 Eligibility Dates Inquiry 7,122 5,703 4,871 Enrollment Questions 63,165 45,777 58,551 EOB 46 29 32 Fax Number 185 222 60 Fax Received 79 658 24 Income Document Question 195 334 162 Lost Card 2,187 2,119 1,905 Medicare 2,053 2,151 3,138 Online Application 6,007 8,193 7,322

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Exhibit 4 Continued

PACENET Deductible 116 39 21 PAP 1,278 930 449 Part D Letter 197 6 103 Provider Department 22,837 18,480 22,842 Renewal Inquiry 155 88 112 TPL Inquiry 3,371 3,154 3,710 Transfer Within Department 1,429 653 483 Unadministered Codes 1,527 1,870 1,086 Total: 132,061 105,580 115,153 a /Includes Chronic Renal Disease Program and Department of Health Special Pharmaceutical Benefits Programs

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

Exhibit 5

Disposition of Calls – PACE Clearinghouse

Call Disposition FY 2016-17 FY 2017-18 FY 2018-19 Applications Completed New Application 2,443 1,895 1,050 Manufacturer Application 1,163 1,169 631 PAP / Att. Gen. Application 86 112 102 PACE Application Completed 141 103 153 Other Application Completed 47 53 37 Total: 3,880 3,332 1,973 Referrals APPRISE / AAA 143 73 31 Assistance Programs 33 13 11 Benefits Data Trust 4 0 2 CHIP 2 1 0 Co-Pay Assistance Program 62 39 42 County Health 1 0 0 Department of Health 6 1 0 Department of Insurance 8 2 0 Dr. Office / Clinic / Hospital / Health Center 49 33 12 Insurance Company 20 6 2 LIS / Extra Help 32 20 27 Local Agencies 23 12 0 Medical Assistance / DHS 56 32 25 Medicare 16 19 10

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Exhibit 5 Continued

Non-Profit Agency 10 1 1 PACE 146 116 173 Pharmacy 36 35 34 Social Worker / Case Manager 2 0 0 SPBP / CRDP 14 13 7 State Agency 19 27 26 State Rep. / Gov’t Official 6 0 0 VA 2 2 0 Other 69 37 46 Total: 759 482 449

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

Exhibit 6

Disposition of Calls – PACE Clearinghouse Department of Corrections Paroleesa/

Call Disposition FY 2016-17 FY 2017-18 FY 2018-19 Applications Completed Assisted 104 119 213 Re-Assisted 748 632 365 Not Needing / Wanting Assistance 464 97 284 Not Able to Make Contact 134 297 318 Total: 1,450 1,145 1,180

Outside Referrals APPRISE / AAA 66 44 67

Dental / Vision / Hearing Assistance 70 85 25

Department of Human Services / County Assistance Office 31 45 73

Department of Transportation (PennDOT) 12 1 23 Other State Agencies 31 18 37 Dr. Office / Clinic / Hospital / Health Center 229 153 156 Drug Manufacturer’s Programs 20 51 30

Employment Offices / Temp Agencies 14 178 431

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Exhibit 6 Continued

Food Banks / Churches / Charities 166 420 583 Furniture Banks 58 72 40 Home Loan Programs 4 1 61 Housing Agencies 33 22 25 Insurance Companies 22 16 24 Law Offices 25 29 48

Medical Assistance Customer Service Line 22 6 30 Pharmacies 28 32 41 Prison 1 13 154

Property Management Companies 105 753 2,155 PT / RR Office 4 19 59 Re-Entry Services / Agencies 24 5 47 Rent / Security Deposit Assistance Programs 69 89 133 Shelters / Halfway Houses 53 41 114 Social Security / Medicare 20 38 57 Transportation Assistance 25 80 37

Utility Company Assistance Programs 58 72 97 Veterans Assistance 6 7 46 Other (Collected) 181 202 134 Other (Not Collected) 198 474 175 Total: 1,575 2,966 4,902 a/ The data in this exhibit were not included in the previous exhibit PACE Clearinghouse due to differing call dispositions.

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

Exhibit 7

Disposition of Calls – PA Department of Aging PACE Provider Services/ProDur

Call Disposition FY 2016-17 FY 2017-18 FY 2018-19 Cardholder 265 261 268 Claim Inquiry 14,732 8,751 4,757 Customer Service 11 29 12 Data Entry 638 609 523 Drug Inquiry 9,759 10,091 11,453 Grievance 18 8 143

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Exhibit 7 Continued

Internal Transfers 401 422 230 Medical Exception Inquiry 94,993 89,007 135,176 Override Inquiry 5,192 4,709 2,870 Patient Eligibility 4,067 4,521 3,845 Patient Inquiry 5,819 6,352 6,977 Prescriber Inquiry 276 380 658 Program Inquiry 421 351 154 Provider 85 151 141 Provider Enrollment 107 50 105 Rejected Claim 39,791 32,176 40,230 Remittance Advice Inquiry 7 10 10 Research 7,053 5,269 1,373 SPBP Early Refill 29 20 28 Technical Inquiry 80 191 51 Unrelated Issues 1,388 1,500 1,235 Web Support Team 224 247 284 Other - - 11 Total: 185,356 165,105 210,534

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

Exhibit 8

Disposition of Calls – PDA Link to Aging and Disability Resources Calls FY 2018-19

Call Disposition FY 2016-17 FY 2017-18 FY 2018-19 Aging Services / AAA / Adult Day / APPRISES / Senior Centers 246 298 225 Advocacy 168 190 172 Assistive Tech. / Durable Medical Equipment 81 149 170 DHS Services / Benefit and Application Process / MA Options / Behavioral Health 1,519 2,389 2,231 Disability / Hearing / Vision Services 312 360 366 Financial and Energy / Utility Assis- tance 667 677 751 Food / Nutrition Assistance 45 98 75 In Home Services 1,870 1,903 1,521

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Exhibit 8 Continued

Housing Assistance / Programs 532 670 677 Long Term Care Planning / Process 76 71 78 Medicare / Social Security 123 137 122 Nursing Facility Options / Questions / 233 262 219 Process / Regs. / Complaints Person Centered Counseling 586 1,202 733 Protective Services 41 36 48 Residential Options (non-Nursing Fa- cility) Questions / Complaints / Process 118 124 144 Transportation Programs / Services 193 233 249 Veterans Benefits / Services 28 8 8 Waiver Assistance / Questions 4,237 6,667 9,802 Other Collected Categories 485 680 649 Total: 11,560 16,144 18,240

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

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Exhibit 9

Call Volume – PA Department of Aging

PACE PACE Provider Link to Cardholder Application Services/ Provider Aging & Report (Member) Call ProDur Services/ ProDur PA Disability Elder Services Center Pharmacists MDs/Other Clearinghouse Resources APPRISEa/ Abuse FY 2016-17 July 9,872 7,853 5,782 1,894 1,153 699 August 11,841 7,714 5,814 1,888 1,140 783 September 11,343 5,870 5,261 1,529 968 698 179 October 19,339 4,335 5,394 1,574 1,042 706 790 November 14,093 5,904 5,026 1,467 1,001 800 809 December 13,483 4,296 4,569 1,425 726 685 228 January 13,894 3,842 7,368 1,656 969 923 February 9,482 4,904 5,793 1,379 814 847 March 8,907 6,042 5,567 1,455 1,031 992 April 7,090 5,644 4,565 1,354 763 884 May 7,640 5,388 4,853 1,637 981 1,060 June 7,567 4,821 4,796 1,402 983 1,149 Total: 134,551 66,613 64,788 18,660 11,571 10,226 2,006 FY 2017-18 July 6,679 4,749 4,223 1,176 803 1,008 2,696 August 7,797 5,224 4,704 1,403 1,107 1,201 3,183 September 8,828 4,580 4,141 1,088 949 1,021 641 2,987 October 15,475 4,560 5,313 1,344 1,045 1,133 837 2,691 November 12,206 3,859 4,772 1,265 972 1,028 259 1,904 December 10,040 4,033 3,849 1,066 777 898 1,854 January 12,527 3,163 6,939 1,429 1,107 1,225 2,090 February 8,241 3,182 4,335 1,060 787 1,136 1,798 March 7,608 3,757 4,262 1,139 798 1,317 1,929 April 7,388 4.494 4,065 1,206 817 1,335 2,026 May 6,919 4,709 3,985 1,253 754 1,542 2,157

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Exhibit 9 Continued

June 6,511 5,306 3,496 1,101 836 1,545 2,209 Total: 110,219 51,616 54,084 14,530 10,752 14,389 1,737 27,524 FY 2018-19 July 6,597 4,416 3,747 1,114 768 1,413 2,215 August 7,281 4,022 4,176 1,206 852 1,431 2,274 September 6,962 5,015 3,403 936 698 1,153 2,136 October 20,829 4,140 4,490 1,014 873 1,512 969 2,261 November 14,505 3,664 4,104 1,087 672 1,240 813 2,102 December 12,496 2,713 3,634 1,042 498 1,188 332 1,963 January 12,940 2,747 6,943 1,493 948 1,460 3,700 2,389 February 8,479 2,895 4,953 982 824 1,229 3,614 2,119 March 8,552 4,373 4,958 1,269 810 1,484 3,335 2,258 April 7,664 4,742 4,764 1,614 761 1,473 2,866 2,330 May 7,151 1,851 4,800 1,782 713 1,485 2,934 2,568 June 6,444 1,082 4,225 1,705 635 1,407 2,537 Total: 119,900 41,750 54,197 15,244 9,052 16,475 18,563 27,152 a/ These calls represent overflow calls during the Medicare Part D open enrollment period. These calls come into the 800 number and roll to Magellan Medicaid Administration, PDA’s contractor.

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

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Exhibit 10

Average Wait Time – PA Department of Aginga/ (MIN:SEC)

PACE Cardholder Link to Cardholder (Member) Provider PA Aging & (Member) Services Provider Services Clearing- Disability Services Spanish Services (ProDur)a house Resources APPPRISE b/ FY 2016-17 July :32 :02 1:30 1:19 :04 :20 August :28 :44 1:34 1:09 :06 :19 September :30 :28 1:32 1:15 :06 :22 4:12 October :27 :21 1:33 1:47 :09 :21 2:39 November :27 :13 2:32 1:24 :02 :22 1:35 December :36 :05 2:41 1:55 :04 :27 1:36 January :41 :47 2:21 1:33 :00 :34 February :31 1:30 2:13 1:36 :01 :55 March :28 :04 1:58 1:29 :00 :48 April :23 :21 1:57 1:06 :00 :40 May :27 :21 2:12 1:18 :02 :35 June :32 :08: 2:26 1:04 :00 :39 FY 2017-18 July :34 :02 2:24 1:01 :00 :35 August :31 :07 2:22 1:03 :00 :39 September :29 :04 1:55 1:14 :00 :51 October :24 :05 2:13 1:38 :00 :32 3:51 November :26 :02 1:43 1:14 :00 :35 2:06 December :19 :03 2:10 1:26 :00 :42 3:13 January :22 :03 3:18 1:23 :00 1:02 February :15 :03 2:05 1:09 :00 :58 March :21 :02 2:34 1:13 :00 :54 April :15 :05 3:29 1:45 :00 :54 May :26 :03 3:34 2:32 :00 1:36 June :30 :04 2:52 6:48 :00 1:19 FY 2018-19 July :17 :04 2:22 1:38 :05 1:10 August :18 :07 2:08 1:04 :01 :56 September :26 2:22 1:21 :00 :56 October :17 :09 2:28 1:20 :00 1:21 4:17 November :16 2:15 1:25 :00 1:04 1:22 December :14 2:03 1:26 :00 1:23 :45 January :16 1:34 1:46 :00 1:12 February :14 1:49 1:58 :00 1:41

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Exhibit 10 Continued

March :11 :01 2:11 2:04 :00 1:13 April :27 2:10 2:32 :00 1:01 May :11 :06 1:40 2:33 :10 1:39 June :15 :08 1:45 1:57 :27 1:44

a/ The Report of Elder Abuse Hotline does not capture wait times. b/ The phone system for APPRISE does not capture all data; PDA is working to resolve this issue.

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

Exhibit 11

County of Origin – PA Department of Aging PACE Application Call Center

County FY 2016-17 FY 2017-18 FY 2018-19 Adams 339 437 237 Allegheny 5,161 7,035 3,998 Armstrong 357 483 252 Beaver 832 1,025 542 Bedford 217 296 164 Berks 1,630 2,148 1,062 Blair 505 786 446 Bradford 280 411 179 Bucks 1,570 2,091 1,058 Butler 618 929 516 Cambria 763 1,076 571 Cameron 29 55 34 Carbon 324 410 210 Centre 319 513 224 Chester 890 1,095 591 Clarion 152 269 140 Clearfield 378 635 343 Clinton 167 197 118 Columbia 280 412 192 Crawford 400 592 295 Cumberland 772 910 476 Dauphin 1,007 1,324 658 Delaware 1,507 2,269 1,436 Elk 171 242 143 Erie 1,097 1,543 815 Fayette 640 911 538

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Exhibit 11 Continued

Forest 47 45 32 Franklin 571 711 388 Fulton 63 91 56 Greene 131 190 84 Huntingdon 203 237 110 Indiana 345 551 282 Jefferson 211 370 209 Juniata 103 159 64 Lackawanna 952 1,362 672 Lancaster 1,648 2,193 1,075 Lawrence 413 639 344 Lebanon 579 715 380 Lehigh 1,317 1,602 770 Luzerne 1,513 2,071 1,043 Lycoming 495 716 353 McKean 208 302 149 Mercer 567 816 492 Mifflin 259 339 138 Monroe 673 941 436 Montgomery 1,663 3,100 1,918 Montour 64 123 89 Northampton 1,236 1,583 763 Northumberland 466 643 326 Perry 192 266 113 Philadelphia 3,049 8,982 4,798 Pike 231 286 154 Potter 87 146 77 Schuylkill 720 990 482 Snyder 128 169 77 Somerset 348 590 301 Sullivan 51 62 24 Susquehanna 183 246 115 Tioga 209 262 149 Union 124 186 110 Venango 218 332 156 Warren 212 245 163 Washington 862 1,207 678

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Exhibit 11 Continued

Wayne 269 375 162 Westmoreland 1,753 2,226 1,133 Wyoming 142 205 82 York 1,507 2,307 1,214 Total: 44,417 66,675 35,399

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

Exhibit 12

County of Origin – PA Department of Aging PDA Link to Aging and Disability

County FY 2016-17 FY 2017-18 FY2018-19 Adams 85 62 54 Allegheny 1,047 1,554 1,472 Armstrong 32 29 48 Beaver 156 196 184 Bedford 20 25 24 Berks 242 324 362 Blair 44 78 72 Bradford 32 20 23 Bucks 316 487 601 Butler 118 122 112 Cambria 85 113 121 Cameron 7 7 8 Carbon 38 58 61 Centre 41 40 48 Chester 241 303 326 Clarion 10 17 29 Clearfield 42 42 83 Clinton 15 23 28 Columbia 26 55 53 Crawford 37 49 63 Cumberland 134 180 215 Dauphin 336 450 564 Delaware 478 654 795 Elk 9 12 4

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Exhibit 12 Continued

Erie 168 273 274 Fayette 91 156 180 Forest 0 6 7 Franklin 71 61 89 Fulton 5 8 7 Greene 18 37 22 Huntingdon 20 34 42 Indiana 22 61 45 Jefferson 20 26 35 Juniata 9 10 13 Lackawanna 115 164 177 Lancaster 350 325 428 Lawrence 50 78 92 Lebanon 217 206 208 Lehigh 239 294 388 Luzerne 243 314 313 Lycoming 63 83 106 McKean 24 26 42 Mercer 89 98 124 Mifflin 28 34 47 Monroe 122 145 187 Montgomery 489 742 751 Montour 10 11 8 Northampton 172 279 357 Northumberland 66 87 85 Perry 34 23 45 Philadelphia 2,571 4,088 4,832 Pike 36 26 53 Potter 7 14 8 Schuylkill 86 110 135 Snyder 17 13 18 Somerset 34 39 55 Sullivan 0 8 2 Susquehanna 26 22 31 Tioga 11 20 17 Union 31 1 10 Venango 37 41 50 Warren 19 22 21 Washington 135 180 179 Wayne 20 31 59 Westmoreland 232 286 276

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Exhibit 12 Continued

Wyoming 18 29 23 York 291 368 353 Total: 2,095 13,793 15,544

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

Exhibit 13

Annual Operating Costs – PA Department of Aging

Hotline Annual Operating Costs Pace Cardholder (Member) Services 2016-17 $ 1,193,479 2017-18 1,214,321 2018-19 1,020,999 PACE Application Call Center 2016-17 1,700,000 2016-17 1,700,000 2017-18 1,700,000 PACE Provider Services/ProDur 2016-17 1,566,441 2017-18 1,606,662 2018-19 1,558,472 PACE Clearinghouse 2016-17 987,046 2017-18 1,065,007 2018-19 1,163,403 PDA Link to Aging and Disability Resources 2016-17 298,370 2017-18 406,511 2018-19 473,511 PDA APPRISE 2016-17 187,500 2017-18 187,500 2018-19 187,500 Report Elder Abuse/Adult Protective Services Hotlinea/ 2016-17 231,804 2017-18 238,658 2018-19 242,468

a/ Funding for the Elder Abuse/Adult Protective Services Hotline includes $100,000 from the Department of Human Services.

Source: Developed by LBFC staff with information provided by the PA Department of Aging.

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SECTION III PENNSYLVANIA DEPARTMENT OF DRUG AND ALCOHOL PROGRAMS

Overview

This section provides an overview of the Pennsylvania Department of Drug and Alcohol Programs (DDAP) mission and purpose along with the various health and human services hotlines the DDAP contracts with other entities to provide. It further identifies the services provided, staffing, cost and appropriations, operational hours, etc. of each hotline.

A. Mission and Purpose

The Pennsylvania Department of Drug and Alcohol Programs (DDAP) was established in July 2012 (formerly under the Department of Health). DDAP develops and implements programs to reduce substance abuse and dependency through education, prevention, intervention, rehabilitation, and treatment programs. DDAP seeks to prevent and reduce drug, alcohol, and gambling abuse, addiction, and dependency; and to promote recovery, thereby mitigating the human and economic impact posed by these dangers to public health.

DDAP contracts with other entities to provide within the Commonwealth for the following two health and human services hotlines:

 PA Get Help Now (Drug & Alcohol Treatment) Hotline – 1- 800-662-HELP (4357) – Assists individuals with finding a treatment provider or funding for addiction treatment. o Note: If somebody has taken drugs and becomes unre- sponsive, call 911 immediately.

 PA Compulsive and Problem Gambling (Gambling Addiction) Hotline – 1-800-GAMBLER (426-2537)9 – Provides information about compulsive and problem gambling addiction, including connecting individuals with gambling addiction participating provider. It also provides individuals with information about the Pennsylvania Gaming Control Board’s (PGCB) “Self-Exclusion Re- quest” program that allows individuals to voluntarily exclude themselves from Pennsylvania casinos for designated period of time (one year, five years, or lifetime). It also directs individuals

9 The 1-800-GAMBLER hotline was statutorily established.

Page 25 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

to other resources (e.g., Council on Compulsive Gambling of Pennsylvania, etc.).

B. Data and Information

The exhibits below show annual costs of operation for DDAP’s two hotlines – PA Get Help Now and PA Compulsive & Problem Gambling – were $990,973 in FY 2018-19. Operations for both hotlines are contracted and operate on a 24/7 basis with 25 full-time and 27 part-time employees.

Both hotlines offer all optional services. There is no average wait time exhibit for either DDAP hotline, as calls are answered live.

NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Exhibit 14

Basic Information – Department Drug and Alcohol Programs

No. Opportunity Cost of Staff- Contracted/ Operating for Customer Appropriation/ Hotline Hotline FT & PT Agency Hours Feedback Funding FY 2018-19 Substance Abuse PA Get Prevention and Help Now 14 FT Treatment Block 1-800-662-HELP 4 PT Contracted 24/7 No Grant $940,829 PA Com- pulsive & Problem Compulsive and Gambling 11 FT Problem Gambling 1-800-GAMBLER 23 PT Contracted 24/7 Yes Fund PA Lottery 50,144

Source: Developed by LBFC staff with information provided by the Department of Drug and Alcohol Programs.

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Exhibit 15

Optional Services – Department of Drug and Alcohol Programs

Translation Services for Website Mobile Hotline Services Deaf/HoH Texting Search Device Apps PA Get Help Now Yes Yes Yes Yes Yes PA Compulsive & Problem Gambling Yes Yes Yes Yes Yes

Source: Developed by LBFC staff with information provided by the Department of Drug and Alcohol Programs.

Exhibit 16

Subject Matter – Department of Drug and Alcohol Programs Get Help Now Hotline

Intake Non-Intake FY 2016-17 July August September October November 572 515 December 666 682 January 822 968 February 621 867 March 687 811 April 722 565 May 679 567 June 636 567 Total: 5,405 5,542 FY 2017-18 July 315 380 August 338 300 September 337 227 October 257 218 November 234 188 December 237 180 January 333 214 February 307 185 March 445 269 April 444 265 May 371 195 June 298 173 Total: 3,916 2,794

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Exhibit 16 Continued

FY 2018-19 July 339 169 August 331 164 September 300 182 October 309 143 November 239 121 December 287 145 January 391 179 February 355 137 March 337 146 April 414 186 May 279 124 June 290 126 Total: 3,871 1,822

Source: Developed by LBFC staff with information provided by the Department of Drug and Alcohol Programs.

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Exhibit 17

Subject Matter – Department of Drug and Alcohol Programs PA Compulsive & Problem Gambling

Unasked, Casino – Unspecified Lottery/ Cards/Dice/Etc. – Video Unwilling, Table Games Slots Casino Internet Scratch-offs Races Non-Casino Sports Poker Other FY 2016-17 July 18 36 16 2 9 2 4 3 1 4 August 25 36 20 4 12 2 7 0 0 17 September 15 39 27 0 12 3 7 2 1 7 October 18 31 15 3 4 2 9 1 1 8 November 17 37 13 2 7 0 7 3 0 11 December 17 32 17 0 11 1 31 3 2 13 January 18 46 13 5 18 1 2 4 2 17 February 16 30 9 3 16 2 6 2 1 6 March 9 27 22 2 17 0 2 3 2 14 April 18 27 14 4 12 0 2 0 0 11 May 8 34 10 2 19 1 2 0 1 5 June 12 22 16 3 6 0 1 0 1 8 Total: 191 397 192 30 143 14 80 21 12 121 FY 2017-18 July 11 32 7 4 4 1 2 0 7 6 August 9 28 7 0 19 2 0 1 2 2 September 11 38 9 1 12 0 1 3 0 5 October 12 47 8 2 16 0 3 1 1 11 November 13 35 11 4 7 0 3 3 5 11 December 10 22 17 1 5 0 0 3 4 2

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Exhibit 17 Continued

January 17 32 13 0 12 0 5 3 2 13 February 15 34 9 0 12 0 4 1 2 10 March 12 33 15 2 18 0 1 3 1 13 April 17 30 15 2 14 1 2 1 3 14 May 19 33 13 1 15 1 3 1 1 14 June 10 29 15 3 19 1 3 1 2 20 Total: 156 393 139 20 153 6 27 21 30 121 FY 2018-19 July 14 44 19 0 13 0 2 1 1 20 August 7 26 18 4 20 0 2 0 2 21 September 17 33 12 2 11 0 3 3 3 16 October 18 34 19 3 13 0 4 3 4 18 November 10 23 10 2 7 0 2 2 3 7 December 12 31 10 0 9 1 3 2 1 9 January 11 36 21 4 12 1 1 0 4 11 February 7 39 6 0 10 1 3 0 1 8 March 12 42 7 5 13 1 2 4 0 9 April 10 26 13 2 19 0 2 0 3 7 May 13 32 13 3 8 1 0 3 3 5 June 12 31 17 4 11 0 0 1 1 14 Total: 143 397 165 29 146 5 24 19 26 145

Source: Developed by LBFC Staff with information from the Department of Drug and Alcohol Programs.

Page 30 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 18

Disposition of Calls – Department of Drug and Alcohol Programs Get Help Now

Assessment Medication Info/ & Outpatient Assisted Emergency Recovery/ Social Resources Diagnostics Services Treatment Detoxification IOP Residential Room Peer Support Service SCA FY 2016-17 July August September October November 10 9 78 35 345 7 82 48 10 2 25 December 2 16 73 48 429 1 75 22 4 0 28 January 0 16 73 47 531 3 115 30 3 3 70 February 1 15 65 41 396 6 73 14 2 1 53 March 2 87 44 28 424 6 65 25 1 4 131 April 9 93 45 39 382 5 85 31 4 10 159 May 3 42 41 37 326 2 70 20 4 5 155 June 7 33 26 24 356 3 54 10 5 1 141 Total: 34 311 445 299 3,189 33 619 200 33 26 762 FY 2017-18 July 1 25 37 34 407 1 55 5 1 1 105 August 2 28 56 22 410 7 63 5 4 3 100 September 3 27 37 25 388 4 88 6 3 4 104 October 3 16 45 44 298 4 81 3 1 4 77

Page 31 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 18 Continued

November 2 15 40 36 228 0 65 7 5 0 77 December 2 16 38 27 205 0 80 6 2 1 71 January 0 23 62 58 287 9 115 4 3 1 75 February 4 22 55 54 266 9 119 3 8 2 95 March 5 19 86 42 439 7 212 5 2 0 116 April 4 20 86 39 372 8 206 12 3 1 120 May 3 19 64 47 350 12 223 5 8 4 111 June 5 22 73 22 246 9 151 10 6 2 94 Total: 34 252 679 450 3,896 70 1,458 71 46 23 1,145 FY 2018-19 July 1 41 70 33 290 5 146 11 4 0 141 August 2 30 45 29 341 4 132 7 4 1 102 Septem- ber 3 29 51 37 279 2 130 6 3 1 84 October 0 45 57 26 307 7 148 12 3 2 88 November 0 30 48 25 237 7 108 10 5 1 70 December 1 47 47 35 317 4 84 7 5 92 0 January 2 49 84 31 354 15 107 6 6 1 169 February 1 64 56 25 243 7 92 12 4 2 160 March 1 43 59 30 262 1 96 8 5 1 132 April 5 69 59 34 294 8 127 7 6 0 167 May 5 54 41 27 243 3 92 6 6 1 136 June 2 48 57 29 227 4 99 6 4 3 119 Total: 23 549 674 361 3,394 67 1,361 98 55 105 1,368

Source: Developed by LBFC with information from the Department of Drug and Alcohol Programs

Page 32 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 19

Disposition of Calls – Department of Drug and Alcohol Programs PA Compulsive & Problem Gambling

Consumer Refused/ Credit Gambler's PA Council/ Unable Counseling Gamblers Anonymous Internet PA Gaming to give/ Self- Association Anonymous Families Helpline Resources Control Board Other Exclusion Treatment Total FY 2016-17 July 8 72 12 17 53 0 15 39 80 296 August 12 90 26 46 60 0 28 46 102 410 September 7 79 24 36 60 0 24 38 83 351 October 9 67 16 21 61 1 11 40 79 305 November 6 65 12 19 65 1 18 39 73 298 December 3 56 16 12 40 0 25 34 61 247 January 6 89 25 24 69 1 24 40 80 358 February 5 66 17 14 50 0 23 31 68 274 March 1 61 12 14 36 0 28 29 63 244 April 9 62 24 12 48 0 19 30 64 268 May 6 54 11 9 36 0 16 19 69 220 June 0 45 8 4 29 1 18 19 57 181 Total: 72 806 203 228 607 4 249 404 879 3452 FY 2017-18 July 6 50 6 7 33 0 17 22 50 191 August 5 44 5 7 23 0 16 23 57 180 September 7 46 15 7 23 0 36 23 61 218 October 5 64 14 17 39 0 24 29 61 253 November 1 56 16 8 27 0 14 29 72 223 December 5 43 9 10 20 0 13 21 50 171 January 2 63 16 9 43 0 18 26 66 243

Page 33 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 19 Continued

February 1 59 11 10 34 0 16 23 66 220 March 2 57 20 12 33 0 26 24 59 233 April 4 58 12 12 40 0 13 26 57 222 May 1 72 13 11 30 0 35 16 60 238 June 0 61 15 10 32 0 26 18 64 226 Total: 30 673 152 120 377 0 254 280 723 2618 FY 2018-19 July 3 78 18 14 40 0 24 27 68 272 August 2 69 11 14 28 0 23 12 67 226 September 0 69 12 7 35 0 12 21 65 221 October 5 81 11 8 36 0 24 19 74 258 November 3 50 9 4 33 0 11 21 47 178 December 5 48 10 3 32 0 17 25 42 182 January 2 59 7 9 30 0 18 24 66 215 February 2 48 4 5 39 0 7 21 45 171 March 0 64 5 6 21 0 13 19 73 201 April 1 50 3 5 21 0 19 11 59 169 May 5 55 8 7 29 0 18 19 64 205 June 5 63 8 12 27 0 15 19 72 221 Total: 33 734 106 94 371 0 201 238 742 2519

Source: Developed by LBFC Staff with information from the Department of Drug and Alcohol Programs.

Page 34 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 20

Call Volume – Department of Drug and Alcohol Programs

PA Get Help Now PA Compulsive & Problem Gambling FY 2016-17 July 1,232 August 1,166 September 1,257 October 1,081 November 1,087 975 December 1,348 972 January 1,790 1,004 February 1,488 915 March 1,498 1,012 April 1,287 849 May 1,246 909 June 1,203 817 Total: 10,947 12,189 FY 2017-18 July 1,537 933 August 1,384 980 September 1,239 814 October 1,124 845 November 942 849 December 869 885 January 1,113 1,003 February 1,034 822 March 1,426 946 April 1,398 841 May 1,285 965 June 1,029 1,058 Total: 14,380 10,941 FY 2018-19 July 1,174 1,051 August 1,122 961 September 1,005 867 October 1,056 1,078 November 841 812 December 1,029 901 January 1,304 867 February 985 849 March 997 971 April 1,252 856 May 914 933 June 947 822 Total: 12,626 10,968

Source: Developed by LBFC staff with information provided by the Department of Drug and Alcohol Programs.

Page 35 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 21

County of Origin – Department of Drug and Alcohol Programs Get Help Now Hotline

County FY 2016-17 FY 2017-18 FY 2018-19 Adams 42 54 48 Allegheny 1,475 1,611 1,373 Armstrong 37 37 41 Beaver 194 203 162 Bedford 31 38 15 Berks 206 287 293 Blair 91 81 85 Bradford 19 33 32 Bucks 422 535 427 Butler 101 124 95 Cambria 125 137 107 Cameron 6 7 4 Carbon 75 120 100 Centre 40 60 44 Chester 262 305 309 Clarion 15 4 7 Clearfield 44 58 74 Clinton 16 21 18 Columbia 37 48 61 Crawford 43 47 38 Cumberland 111 183 168 Dauphin 276 386 332 Delaware 475 577 499 Elk 17 23 25 Erie 159 196 147 Fayette 154 193 135 Forest 1 4 2 Franklin 70 107 85 Fulton 2 9 4 Greene 30 29 29 Huntingdon 27 21 23 Indiana 25 31 27 Jefferson 26 25 22 Juniata 10 12 16 Lackawanna 206 240 264 Lancaster 383 551 414 Lawrence 84 63 60

Page 36 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 21 Continued

Lebanon 93 109 93 Lehigh 343 411 375 Luzerne 288 338 444 Lycoming 53 70 41 McKean 10 21 11 Mercer 101 104 92 Mifflin 18 28 20 Monroe 147 192 188 Montgomery 405 655 533 Montour 8 12 10 Northampton 203 250 238 Northumberland 79 113 100 Perry 27 55 36 Philadelphia 2,177 3,099 2,473 Pike 33 42 35 Potter 2 4 9 Schuylkill 170 152 144 Snyder 11 14 9 Somerset 35 50 30 Sullivan 5 2 1 Susquehanna 21 23 14 Tioga 12 24 10 Union 22 31 18 Venango 22 39 30 Warren 16 16 19 Washington 140 160 141 Wayne 33 34 36 Westmoreland 313 334 255 Wyoming 19 21 23 York 327 414 358 Unknown 470 1,101 1,255 Total: 10,940 14,378 12,626

Source: Developed by LBFC staff with information provided by the Department of Drug and Alcohol Programs.

Page 37 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 22

County of Origin – Department of Drug and Alcohol Programs PA Compulsive and Problem Gambling

County FY 2016-17 FY 2017-18 FY 2018-19 Adams 1 15 5 Allegheny 151 127 134 Armstrong 7 3 4 Beaver 7 11 14 Bedford 2 3 2 Berks 18 18 19 Blair 6 8 10 Bradford 2 6 0 Bucks 41 28 45 Butler 7 4 7 Cambria 8 7 3 Cameron 0 0 0 Carbon 3 3 2 Centre 0 1 6 Chester 21 18 26 Clarion 1 2 2 Clearfield 4 2 6 Clinton 2 2 3 Columbia 5 5 7 Crawford 2 3 4 Cumberland 9 3 10 Dauphin 24 22 24 Delaware 48 43 47 Elk 1 1 1 Erie 27 25 20 Fayette 16 8 13 Forest 0 1 0 Franklin 3 7 3 Fulton 0 0 1 Greene 1 4 2 Huntingdon 0 2 0 Indiana 0 1 3 Jefferson 1 1 3 Juniata 1 0 0 Lackawanna 31 31 33 Lancaster 27 16 23 Lawrence 4 7 5

Page 38 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 22 Continued

Lebanon 9 9 6 Lehigh 44 23 21 Luzerne 33 35 34 Lycoming 10 8 12 McKean 5 3 2 Mercer 5 2 10 Mifflin 2 3 5 Monroe 13 16 11 Montgomery 47 52 55 Montour 1 1 0 Northampton 32 27 22 Northumberland 2 7 8 Perry 3 2 3 Philadelphia 237 229 172 Pike 0 2 1 Potter 1 0 0 Schuylkill 10 9 8 Snyder 0 0 1 Somerset 2 5 2 Sullivan 0 0 0 Susquehanna 1 2 1 Tioga 0 2 2 Union 1 1 4 Venango 1 2 2 Warren 5 3 3 Washington 17 18 15 Wayne 2 3 2 Westmoreland 26 20 18 Wyoming 1 2 1 York 17 16 24 Out of State 72 54 71 Unknown 1 0 0 Unsure 1 1 0 Unwilling 92 74 96 Total: 1,174 1,069 1,099

Source: Developed by LBFC staff with information provided by the Department of Drug and Alcohol Programs.

Page 39 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 23

Annual Operation Costs– Department of Drug and Alcohol Programs

FY PA Get Help Now PA Compulsive & Problem Gambling 2016-17 $ 790,357 $50,333 2017-18 1,045,185 50,580 2018-19 940,829 50,144

Source: Developed by LBFC staff with information provided by the Department of Drug and Alcohol Programs.

Page 40 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

SECTION IV PENNSYLVANIA DEPARTMENT OF HEALTH

Overview

This section provides an overview of the Pennsylvania Department of Health (DOH) mission and purpose along with the various health and human services hotlines the DOH operates or contracts with other entities to provide. It further identifies the services provided, staffing, cost and appropriations, operational hours, etc. of each hotline.

A. Mission and Purpose

The Pennsylvania Department of Health (DOH) envisions a healthy Penn- sylvania for all, and seeks to promote healthy behaviors, prevent injury and disease, and assure the safe delivery of quality health care for all Pennsylvanians. DOH licenses and regulates a variety of healthcare facilities, while also providing outreach, education, prevention, and treatment services. To facilitate an effective public health system, DOH works with both public and private community partners to deliver various health services (i.e., health support services, health research, preventive health, and health treatment services) through a variety of programs.

DOH operates or contracts with other entities to provide within the Com- monwealth for the following 22 health and human services call centers10 and hotlines:11

 1-877-PAHEALTH (724-3258) – This call center functions as the DOH primary point of contact for any inquiries from the general public (e.g., disease outbreak investigation, immunization vaccine scheduling, public bathing place complaints and inspections, etc.).

 Lead Information Line – 1-800-440-LEAD (5323) – This information hotline provides responses to inquiries about lead poisoning, remediation, and abatement issues.

10 A call center is a dedicated center that handles particular calls, versus hotlines where the calls go directly to the program. 11 While all 22 lines are classified as either a “hotline” or “call center” some of the lines utilize other terms in the name of the line (e.g., helpline, complaint line, customer service line, customer support, factline, quitline, etc.).

Page 41 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

 Healthy Baby Line – 1-800-986-2229 – This hotline responds to inquiries about newborns, breastfeeding, and other resources for families with infants.

 Special Pharmaceutical Benefits Program Customer Service Line – 1-800-922-9384 – The Special Pharmaceutical Benefits Program (SPBP) hotline serves individuals diagnosed with HIV and is utilized by cardholders, clinicians, case managers, and anyone with program specific questions (e.g., benefits, eligibility, enrollment status, etc.).

 WIC WINS – 1-800-WIC-WINS (942-9467) – The Pennsylvania Special Supplemental Nutrition Program (SNP) for Women, In- fants, and Children (WIC) hotline transfers callers to the local WIC clinic/office after entering ZIP code information.

 WIC Vendor Assistant Helpline – 1-866-407-4370 – WIC vendor hotline is for technical or other store-specific support.

 PA Tobacco Quitline – 1-800-QUIT-NOW (784-8669) – This proactive hotline provides immediate tobacco cessation assistance during an initial call from a tobacco user. It also provides access to outbound continuing comprehensive scheduled appointment service calls to tobacco users with Quitline coaches.

 Vital Records Consumer Support Hotline – 1-844-228- 3516/1-724-656-3100 – This call center is primarily used by consumers requesting birth, death and fetal death certificates.

 Vital Events Registration Hotline – 1-800-323-9613 – This hotline is used to support reporting entities to report live births, deaths, fetal deaths, and ITOPs (Induced Terminations of Preg- nancy (ITOP)/abortion data).

 Vital Records Legislative Hotline – 1-717-857-3410 – This is a hotline for Pennsylvania legislative offices to contact Vital Rec- ords on applications submitted through a legislative office.

 Prescription Drug Monitoring Program – 1-844-377-7367 – Support hotline for 110,000 plus users of the Prescription Drug Monitoring Program (PDMP) system (prescribers and pharmacists) and patients who have questions or need assistance with regard to prescription drugs.

 QA Compliant Hotline – 1-800-254-5164 – This complaint hotline is located in the Division of Nursing Care Facilities and is used to submit complaints against licensed/certified nursing care facilities.

Page 42 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

 Brain Injury Helpline – 1-866-412-4755 – This hotline is used to provide information on brain injury resources available in Pennsylvania and to refer applicants to the Head Injury Program and NeuroResource Facilitation Program.

 PA Cancer Registry – 1-800-272-1850 – The Pennsylvania Can- cer Registry (PCR) is a statewide data system responsible for col- lecting information on all new cases of cancer diagnosed or treated in Pennsylvania.12 The PCR hotline is used by reporting entities (i.e., hospitals, clinics, laboratories, radiation facilities, cancer centers, surgical centers, doctor’s offices, death certificates, and through data exchange when Pennsylvania residents are diagnosed or treated in other states) to report cancer data.

 PA Statewide Immunization Registry (PA-SIIS) – 1-877-774- 4748 – This is the Pennsylvania Statewide Immunization Infor- mation System (PA-SIIS) hotline for healthcare providers reporting immunization data, and registry participants.

 HMO Consumer Complaints – 1-888-466-2787/1-717-787- 5193 – This hotline is used to answer inquiries related to HMO consumer complaints or grievances.

 Home Health Complaints – 1-800-254-5164 – Hotline used to submit complaints against licensed/certified home healthcare facilities/providers.

 Managed Care Consumer Inquiries/Complaints – 1-888-466- 2787/1-717-787-5193 – This hotline use to answer inquiries related to managed care consumer inquiries/complaints.

 Nurse Aide Registry Customer Service Line – 1-800-852-0518 – This call center answers questions regarding the Nurse Aide Registry and the Nurse Aid program.

 Special Kids Network Helpline – 1-800-986-4550 – This hotline assists providers and families of children and youth (ages birth through age 21) with special health care needs (i.e., physical development, behavioral, or emotional needs) with accessing local and statewide services and resources.

 Medical Marijuana Support Line – 1-888-733-5595 – This hotline provides assistance with card issues, payment issues, registration issues, background check information, and medical marijuana program questions.

12 PCR is part of the National Program of Cancer Registries (NPCR) administered by the Centers for Diseases Control and prevention (CDC).

Page 43 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

 Pennsylvania State AIDS Factline – 1-800-662-6080 – This call center provides information on HIV prevention and treatment.

B. Data and Information

DOH operates 22 hotlines, 19 of which are operational Monday through Friday. Three hotlines function on a 24/7 basis. DOH provided annual operating costs for 15 of its hotlines, which were $5,834,572 in FY 2018- 19. Costs for the other hotlines were not available. Operations for 13 of the hotlines are contracted, with the remainder agency-run and require 71 full-time employees. Optional services vary by hotline.

DOH could not provide county of disposition or county of origin. Call volume and wait times are not available for January – June 2019.

NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Exhibit 24

Basic Information – Department of Health

Opportunity Annual Cost No. Staff- Contracted/ Operating for Customer Appropriation/ of Hotline Hotline FT & PT Agency Hours Feedback Funding FY 2018-19 Monday- Friday 8 AM to 4:30 PM Answering service for nights and State Health Care 877-PAHEALTH 3 FT Contracted weekends No Center Monday- Friday Lead Information Line 8 AM to Maternal & Child 1-800-440-LEAD .1 FT Agency 4:30 PM No Health Block Grant 19,463

Page 44 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 24 Continued

Monday- Friday Healthy Baby Line 8 AM to Maternal & Child 1-800-986-2229 .04 FT Agency 4:30 PM No Health Block Grant 11,678 Special Pharma- ceutical Benefits Monday- Program Customer Friday Service Line 8 AM to Ryan White 1-800-922-9384 4 FT Contracted 4:30 PM Yes HIV/AIDS Program 254,430 Calls directed WIC WINS to closest WIC a/ 1-800-WIC-WINS clinic Agency 24/7 No WIC 31,850 WIC Vendor Assis- No one is tant Helpline specifically as- a/ 1-866-407-4370 signed Agency 24/7 No WIC 120 PA Tobacco Master Settlement Quitline Agreement b/ 1-800-QUIT-NOW 1 FT Contracted 24/7 Yes and CDC 2,696,010 Vital Records Con- sumer Support Monday- Hotline Friday Available on Bureau of Health 1-844-228-3516/ 7:15 AM to system, but not Statistics & Regis- 1-724-656-3100 5 FT Contracted 10 PM enabled tries – State Funds 189,300 Monday- Vital Events Regis- 5 FT (in addition Friday Available on tration Hotline to regular staff 8 AM to system, but not 1-800-323-9613 duties) Contracted 4 PM enabled Monday- Vital Records Leg- 1 FT (in addition Friday Available on islative Hotline to regular staff Contracted 8 AM to system, but not 1-717-857-3410 duties) 4 PM enabled Prescription Drug Monday- Monitoring Friday Program 8 AM to c/ 1-844-377-7367 2.5 FT Contracted 4 PM No ABC MAP 104,895 4.6 FT (in addition to regular staff Monday- QA Complaint duties. Other Friday Hotline staff assist as 8 AM to 1-800-254-5164 needed. Contracted 4:30 PM Yes Quality Assurance 812,834 Monday- Brain Injury Help- Friday Maternal and line 8 AM to Child Health Block 1-866-412-4755 .4 FT Agency 4:30 PM No Grant 26,635 4 FT in Monday- addition to Friday Available on PA Cancer Registry regular staff 7 AM to system, but not 1-800-272-1850 duties Contracted 4 PM enabled

Page 45 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 24 Continued

PA Statewide 4 FT in addi- Monday- Immunization tion Friday Available on Registry (PA-SIIS) to regular staff 7 AM to system, but not 1-877-774-4748 duties Contracted 4 PM enabled HMO Consumer Monday- Complaints Friday 1-888-466-2787/ 8 AM to Bureau of Man- 1-717-787-5193 .5 FT Agency 5 PM No aged Care 23 Health Fa- cility Surveyors Monday- Home Health on a rotating Friday Complaints schedule to 8 AM to 1-800-254-5164 answer calls Agency 4:30 PM No Quality Assurance 119,615 Managed Care Con- sumer In- Monday- quires/Complaints Friday 1-888-466-2787/ 8 AM to Bureau of Man- 1-717-787-5193 .5 FT Agency 5 PM No aged Care Nurse Aide Monday- Registry Customer Friday Service Line 8 AM to 1-800-852-0518 8 FT Contracted 5 PM No Quality Assurance 836,000 Monday- Special Kids Net- Friday Maternal and work Helpline 8 AM to Child Health Block 1-800-986-4550 .3 FT Agency 5 PM No Grant 24,744 Monday- Medical Marijuana Sunday Support Line 10 Contracted 7AM to 1-888-733-5595 CSRs Contracted 9 PM Yes DGS Procurement 585,469 Mon, Wed, Fri: 9 AM- 9 PM T, TH: Pennsylvania State 9 AM-7 PM AIDS Factline Sat, Sun: 1-800-662-6080 4FT Contracted 12 PM-4 PM No State HIV Funds 148,164

a/ Live schedules vary and voicemail is also available. b/ Six month follow-up calls are made to individuals who completed intake and consented to evaluator follow-up. Calls measure how many participants are quit for 30 days or more at the end of six months. c/ Achieving Better Care by Monitoring All Prescriptions.

Source: Developed by LBFC staff with information provided by the Department of Health.

Page 46 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 25

Optional Services – Department of Health

Mobile Translation Services for Website Device Hotline Services Deaf/HoH Texting Search Apps 877-PAHEALTH Yes Yes No Yes No Lead Information Line Yes Yes No Yes No Healthy Baby Line Yes Yes No Yes No Special Pharmaceutical Ben- efits Program Customer Service Line Yes Yes No Yes Yes WIC WINS Yes No No No No WIC Vendor Assistant Help- line Yes No No Yes No PA Tobacco Quitline Yes Yes Yes Yes No Vital Records Consumer Support Hotline Yes No No Yes No No-But may submit Vital Events Registration inquiry online or by Hotline Yes mail No Yes No No-But may submit Vital Records Legislative inquiry online or by Hotline Yes mail No No No Prescription Drug Monitor- ing Support Hotline Yes No No Yes No QA Complaint Hotline Yes No No Yes No Brain Injury Helpline Yes No No Yes No PA Cancer Registry Yes No No Yes PA Statewide Immunization Registry (PA-SIIS) Yes No No Yes Yes HMO Consumer Complaints Yes No No Yes No Home Health Complaints Yes No No Yes No Managed Care Consumer Inquires/Complaints Office Line Yes No No Yes No Nurse Aide Registry Cus- tomer Service Line Yes Yes No Yes No Special Kids Network Help- line Yes No No Yes No Medical Marijuana Support Line No No No Yes Yes Pennsylvania State AIDS Factline No No No Yes No

Source: Developed by LBFC staff with information provided by the Department of Health.

Page 47 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 26

Subject Matter – Department of Health

Hotline Subject Matter Receives/refers calls, and functions as the primary contact to DOH for any questions from the public. Examples of calls would be for immunization vaccine scheduling, disease outbreak investigations, public bathing place complaints and inspections, organized camp registration and other various general public health in- 877-PA HEALTH formation or inquiries. Lead Information Line Responds to inquiries about lead poisoning, remediation and abatement issues. Responds to inquiries about newborns, breastfeeding, and other resources for Healthy Baby Line families with infants. Special Pharmaceutical Benefits Program Serves individuals diagnosed with HIV. This is a toll free customer service line for Customer Service program cardholders, clinicians, case managers and anyone with program specific Line questions such as enrollment status, benefit questions, or eligibility questions. WIC WINS Transfers callers to the closest WIC clinic after entering ZIP code information. WIC Vendor Assistant Helpline For WIC vendors to call to be directed to technical or other store-specific support. Provides immediate tobacco cessation assistance during an initial call from a tobacco user. Provides outbound continuing comprehensive service calls to tobacco users which are scheduled appointments by Quitline coaches. Offers un- limited inbound calls from tobacco users for additional support. Specialized pro- tocols for special populations such as youth and pregnant and postpartum PA Tobacco women are also available. Referrals can be obtained via fax, online through Quit- Quitline logix website, and EHR connected e-referrals. Vital Records Consumer Support Primarily used to support consumer requests for birth, death, and fetal death cer- Hotline tificates. Vital Events Registration Supports reporting entities in reporting live births, deaths, fetal death, and Infor- Hotline mation Technology Operations. Vital Records For legislative offices to contact Vital Records on applications submitted through Legislative Hotline a legislative office. Prescription Drug Support line for 110,000+ users of the PDMP system (prescribers and pharmacists) Monitoring and patients who have questions or need assistance. QA Complaint Hotline For submission of complaints against licensed/certified facilities. Brain Injury Used to refer applicants to the Head Injury Program and NeuroResource Facilita- Helpline tion Program and to provide information on available brain injury resources. PA Cancer Registry Serves entities reporting cancer data to DOH. PA Statewide Immunization Registry Serves healthcare providers reporting immunization data.

Page 48 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 26 Continued

HMO Consumer Answers questions/requests related to HMO Consumer Complaints or griev- Complaints ances. Home Health For submission of complaints against licensed and/or certified facilities. Calls Complaints related to regulatory questions are also addressed. Managed Care Con- sumer Inquires/Com- Answers questions/requests related to Managed Care consumer inquiries or plaints Office Line complaints. Nurse Aide Registry Answers questions regarding Nurse Aide Registry and Nurse Aide program. Assists providers and families of children and youth with special health care needs with accessing local and statewide services and resources. The helpline serves children and youth with physical, developmental, behavioral, or Special Kids Network emotional needs from birth through age 21. Provides support in the following categories: card issues, payment issues, registration issues, background check information, login Issues, and program Medical Marijuana questions. Pennsylvania State AIDS Factline Provides information on HIV prevention and treatment.

Source: Developed by LBFC staff with information provided by the Department of Health.

Exhibit 27

Call Volume – Department of Healtha/

PA Vital Prescrip- SPBP WIC To- Records tion Drug Customer Vendor bacco Consumer QA Brain Monitoring Service WIC Assistance Quit- Support Complaint Injury Support Line WINS Helpline line Hotline Hotline Helpline Hotline FY 2016-17 July 1,725 2,856 1,190 8,585 698 August 1,862 3,498 1,681 10,064 1,092 September 2,037 3,420 1,186 8,937 998 October 1,986 3,110 1,069 8,937 961 November 1,942 3,229 868 8,589 853 December 2,572 2,770 848 6,635 666 January 1,945 2,845 969 11,837 690 February 1,572 1,969 793 10,144 561 March 1,559 1,956 843 11,549 602 April 1,702 1,941 1,158 11,927 626 May 1,556 2,096 1,476 12,263 565 June 1,218 2,005 1,606 11,547 584 Total: 21,676 31,695 13,687 121,014 8,896 FY 2017-18 July 1,359 2,463 1,644 10,828 914 August 1,485 2,577 1,180 13,349 926

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Exhibit 27 Continued

September 1,466 2,390 976 11,091 772 October 1,873 2,667 784 11,935 589 November 1,813 2,195 640 10,792 497 December 1,167 1,942 669 9,244 526 January 3,060 2,320 940 10,832 560 112 February 1,887 1,831 786 11,093 447 110 March 1,382 1,665 844 13,116 483 120 April 1,361 1,633 1,586 13,355 462 112 May 1,235 NA 1,473 15,031 463 114 June 991 1,519 1,381 14,556 597 121 Total: 19,079 23,202 12,903 145,222 7,236 689 FY 2018-19 July 1,221 2,149 1,586 11,620 690 118 August 1,309 1,987 1,502 12,983 667 116 September 1,232 1,798 1,763 10,226 521 112 October 1,785 2,067 5 1,407 10,677 559 111 November 1,987 1,907 35 760 8,646 453 113 December 2,051 1,800 20 754 7,593 417 114 January February 602 March 1,172 April 1,260 May 862 June 641 Total: 9,585 11,708 60 7,772 61,745 3,307 684 4,437

Additional Exhibit Information

Home Special PA State Lead Health Nurse Aid Kids Medical AIDS Information Healthy Complaints Registry Network Marijuana Factline Line Baby Line FY 2016-17 July 41 6,396 94 194 August 41 7,596 104 186 September 53 7,149 121 164 October 40 6 130 183 November 56 6,338 121 9,076 143 December 25 5,954 81 5,600 163 January 55 7,227 112 5,236 168 50 26 February 56 5,160 87 13,244 152 33 16 March 71 6,795 105 29,991 138 39 19 April 70 6,193 111 12,959 149 23 7 May 65 7,255 109 13,384 170 20 13 June 62 6,906 47 16,984 154 37 7 Total: 635 72,975 1,222 106,474 1,964 202 88 FY 2017-18 July 54 6,386 88 24,001 185 NA NA

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Exhibit 27 Continued

August 54 6,386 95 29,328 217 NA NA September 87 6,016 69 24,524 188 NA NA October 38 5,962 115 30,804 192 44 21 November 30 5,495 78 25,381 180 37 26 December 43 4,786 69 22,975 168 22 30 January 60 8,414 53 28,693 104 17 11 February 68 6,769 54 29,198 92 23 5 March 62 6,572 68 35,183 139 18 9 April 89 6,916 58 25,334 143 25 14 May 92 7,238 68 32,787 158 10 3 June 60 7,205 57 35,068 130 12 8 Total: 737 78,145 872 343,276 1,896 208 127 FY 2018-19 July 95 6,753 62 42,661 138 36 18 August 94 6,306 58 46,880 166 41 21 September 70 3,180 59 39,764 144 58 19 October 90 6,859 61 41,805 161 23 11 November 46 6,456 32 34,356 133 22 14 December 75 6,710 35 27,913 122 34 9 January February March April May June Total: 470 36,264 307 233,379 864 214 92 a/ Call Volume is only available for those hotlines within the exhibit.

Source: Developed by LBFC staff with information provided by the Department of Health.

Exhibit 28

Average Wait Time – Department of Healtha/, b/, c/ (MIN:SEC)

SPBP PA Vital Records Prescription Customer Tobacco Consumer Nurse Aid Drug Monitoring Service Line Quitline Report Hotline Registry Support Hotline FY 2016-17 July 05:51 21:18 02:43 August 05:54 26:28 02:33 September 04:27 22:32 03:15 October 04:10 22:31 01:27 November 03:56 18:19 02:28 December 03:23 11:13 01:51

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Exhibit 28 Continued

January 04:34 27:31 01:12 February 05:04 27:43 00:31 March 04:45 37:53 01:01 April 04:31 30:20 01:11 May 05:00 31:56 01:01 June 05:44 28:13 01:07 FY 2017-18 July 04:16 00:36 28:15 02:25 August 04:51 00:20 24:53 00:33 September 04:34 00:17 22:40 00:05 October 04:28 00:17 24:04 01:12 November 04:18 00:12 19:23 01:18 December 04:13 00:08 21:11 01:02 January 03:27 00:13 23:18 00:05 February 01:56 00:12 18:55 00:36 March 01:25 00:07 14:34 00:45 April 01:02 00:28 11:48 00:36 May 01:01 00:18 20:15 00:49 June 00:34 00:17 27:51 00:49 FY 2018-19 July 05:37 00:32 22:18 01:33 August 04:59 00:29 23:29 01:05 September 05:29 00:50 17:32 01:02 October 04:33 00:35 13:30 00:55 November 04:48 00:12 18:04 01:12 December 05:07 00:11 15:56 01:05 January 00:17 00:33 February 00:12 00:35 March 00:14 00:35 April 00:26 00:47 May 00:25 00:29 June 00:42 00:44 a/ Average Wait Time is only available for the lines within this exhibit. b/ DOH reported that the following lines have no wait time: Brain Injury Helpline, HMO Consumer Complaints Office Line,. Managed Care Consumer Inquiries/Complaints Office Line, and Special Kids Network Helpline. c/ DOH reported that the following lines have no wait time, and the call goes to voicemail if an agent is not available: PA Cancer Registry Hotline, PA Statewide Immunization Registry Hotline, and Home Health Complaints, Hotline.

Source: Developed by LBFC staff with information provided by the Department of Health.

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Exhibit 29

Annual Cost of Hotline – Department of Health

Hotline FY 2016-17 FY 2017-18 FY 2018-19 Lead Information Line $ 17,570 $ 18,492 $ 19,463 Healthy Baby Line 11,678 Special Pharmaceutical Benefits Program Customer Service Line 197,030 197,030 254,430 WIC WINS 31,850 WIC Vendor Assistant Helpline 120 120 120 PA Tobacco Quitline 2,492,613 2,592,318 2,696,010 Vital Records Consumer Support Hotlinea/ 181,200 189,300 Vital Records Registration Hotline 12,260 Prescription Drug Monitoring Program 104,895 104,895 104,895 QA Compliant Hotline 705,035 795,488 812,834 Brain Injury Help Line 24,044 25,306 26,635 Home Health Complaints 112,557 117,421 119,615 Nurses Aid Customer Service Line 836,000 836,000 836,000 Special Kids Network Helpline 24,744 Medical Marijuana Support Line 142,210 572,785 585,469 Pennsylvania State AIDS Factline 148,164 a/ Costs for this hotline do not include staff costs.

Source: Developed by LBFC staff with information provided by the Department of Health.

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SECTION V PENNSYLVANIA DEPARTMENT OF HUMAN SERVICES

Overview

This section provides an overview of the Pennsylvania Department of Hu- man Services (DHS) mission and purpose along with the various health and human services hotlines the DHS operates or contracts with other entities to provide. It further identifies the services provided, staffing, cost and appropriations, operational hours, etc. of each hotline.

A. Mission and Purpose

The Pennsylvania Department of Human Services’ (DHS) mission is to improve the quality of life for Pennsylvania’s most vulnerable individuals and families. DHS promotes opportunities for independence through human service support systems, which allows it to operate substantive human services programs in the following six areas, five of which utilize 30 helplines and hotlines, along with the DHS Fraud Tipline/Hotline for a total of 31 helplines and hotlines. DHS operates or contracts with other entities to provide within the Commonwealth for the following 31 health and human services helplines and hotlines:

1) Medical Assistance and Health Care Delivery (Office of Medical Assis- tance Programs (OMAP)) – Supports a health care delivery system for eligible populations that includes the purchase of healthcare for Medicaid-eligible Pennsylvania residents, children enrolled in the Children’s Health Insurance Program (CHIP), and enrollment of Medi- cal Assistance and CHIP providers who administer the care.

 CHIP Helpline – 1-800-986-KIDS (5437) – This helpline assists members and the general public with questions regarding the CHIP Program and eligibility requirements. Callers are offered 5 selections to assist them in obtaining necessary information. o Option 1 – To obtain a 1095-B tax form. o Option 2 – To apply for CHIP/Healthcare over the phone. o Option 3 – To renew their child’s benefits or speak to their child’s managed care organization (MCO). o Option 4 – If calling about Medical Assistance.

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o Option 5 – To speak with a CHIP Customer Service Representative.

 OMAP Eligible Verification System/EVS – 1-800-766-5387 – The PA Medical Assistance (MA) Eligibility Verification Sys- tem (EVS) is an automated system that provides verification of MA eligibility and plan information and can confirm medical assistance eligibility up to 365 days prior to the date of the call.

 OMAP Service Line – 1-800-537-8862 – This service line provides help for MA providers and recipients. The service line includes various options that provide information related to recipient and provider services, as indicated below, and is housed within the Bureau of Fee-for-Service Programs (BFFSP).

{Option 1 – If a Recipient} Fee-for-Service Recipient Service Center – 1-800-537-8862 o Press 1 – If enrolled in the MA managed care program. o Press 2 – If already enrolled in the medical assistance fee for service, commonly known as ACCESS – Recip- ient Service Center to answer questions regarding billing issues, assistance with finding a provider or questions about MA services or coverage.

{Option 2 – If a Provider} o {Option 1} Eligibility Verification. [Note: Transfers caller to OMAP Eligible Verification System/EVS – 1-800-766-5387, as referenced above.] o {Option 2} OMAP/BFFSP Pharmacy Services - Phar- macy service for pharmacy prior authorization and billing inquiries – 1-800-537-8862. o {Option 3} OMAP/BFFSP Medical Prior Authorization (for Inpatient and outpatient services) – 1-800-537- 8862. . Option 1 – To request a new authorization or to change or check the status of an existing authorization for home health, hyper- baric oxygen treatment, elective inpatient/outpatient procedures, place of service review, or advanced radiologic image service.

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. Option 2 – To leave a confidential voicemail message in response to an existing urgent or emergent admission such as a decision regarding telecom, 14-day hold, or changes to an existing authorization. . Option 3 – To leave a confidential voicemail to request Medical Rehab review or exten- sion. . Option 4 – To check the status of an existing prior authorization including Dental or Dura- ble Medical Equipment (DME). . Option 5 – To leave a confidential voicemail to request changes to an existing DME, medical supply, prosthesis, or orthosis prior authorization. . Option 6 – To leave a confidential voicemail to request changes to an existing dental prior authorization. . Option 7 – To leave a confidential voicemail for inquiries regarding renewal applications for Breast and Cervical Cancer Prevention and Treatment Program. . Option 8 – To leave a confidential voicemail for inquiries regarding shift nursing. o {Option 4} OMAP/BFFSP Provider Enrollment – 1- 800-537-8862. . Option 1 – To check the status of a provider enrollment application including CHIP. . Option 2 – For all other provider enrollment questions including CHIP. o {Option 5} Intense Medical Case Management Unit (for individuals with complex needs and case management for catastrophic events) – 1-800-537-8862. [Note: This is not a hotline/call center and goes to individual case managers if you know the case manager’s name.] o {Option 6} OMAP/BFFSP Provider Service Center (for non-pharmacy billing, training, claims inquiries, or to check on the status of an existing (non-pharmacy) prior authorization – 1-800-537-8862.

2) Long-Term Living (Office of Long Term Living (OLTL)) – Supports a community living system that empowers persons with disabilities and older Pennsylvanians to live with dignity and independence in set- tings of their preference.

 OLTL Provider Helpline – 1-800-932-0939 – This helpline assists with nursing facilities, Intermediate Care Facilities for

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Individuals with Intellectual Disabilities [ICF/ID], OLTL waivers, and Living Independence For the Elderly (LIFE) program (a managed care program that provides a comprehensive, all- inclusive package of medical and supportive services). Call- ers are presented with three options: o Option 1 – Provider Enrollment. o Option 2 – Provider Inquiry/Billing. o Option 3 – Nursing Home Transition.

 OLTL Participant Helpline – 1-800-757-5042 – This helpline addresses consumer concerns and complaints related to OLTL programs. [Note: As of January 31, 2020, also handles inquiries previously addressed by the Community HealthChoices (CHC) Hotline.]

 OLTL Nursing Facility Durable Medical Equipment (DME)/Preventable Serious Adverse Events (PSAE) Hot- line – 1-877-299-2918 – This hotline assists nursing facility questions relating to exceptional DME grants, i.e., vent program and exceptional DME, PSAE reporting.

 {No Longer in Service} OLTL Community HealthChoices (CHC)13 Participation Hotline – 1-833- 735-4416 – This hotline assisted callers with general questions about the statewide implementation of CHC.14 [Note: This hotline has not been operational since the contract ended as of January 31, 2020, and callers are redirected to the OLTL Participant Hotline.]

 Independent Enrollment Broker (CHC) – 1-844-824-3655 – Links the caller to CHC Line and Contact Center that provides ongoing support for participants who are already enrolled in CHC by providing program information, responses to participant specific and general inquiries, and making MCO Plan transfers.

 PA Independent Enrollment Broker (IEB) – 1-877-550- 4227 – Links the caller to the contracted statewide IEB Line and Contact Center to facilitate and streamline the eligibility/enrollment process for applicants seeking services for IEB waiver application process.

13 Community HealthChoices (CHC) is Pennsylvania’s mandatory managed care program for dually eligible individuals (e.g., receiving both Medicare and Medicaid) and individuals with physical disabilities. 14 Community HealthChoices (CHC) was implemented across Pennsylvania over a three-year period and the contract for the DHS CHC Participation Helpline contract ended January 31, 2020.

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 Public Partnerships (PPL) Customer Service Line – 1-877- 908-1750 – Public Partnerships LLC/Public Partnerships (PPL) is OLTL’s contracted fiscal management vendor for Partici- pant-Directed Services that addresses participant, common law employer (CLE), and direct care worker (DCW) concerns.15

 Bureau of Human Services Licensing Hotlines:

o Bureau of Human Services Licensing Complaint Hotline – 1-877-401-8835 – This Personal Care Home (PCH) and Assisted Living Residence complaint hotline addresses concerns about quality of care in PCHs and Assisted Living Residences.

o Bureau of Human Services Licensing Operator Support Hotline – 1-866-503-3926 – This hotline addresses PCH and Assisted Living Residence questions regarding regulations, availability of trainings and other technical support.

 Adult Protective Services Hotline – 1-800-490-8505 – This helpline handles calls to report abuse against an adult, ages 18 through 59, which are initially routed to one of Pennsylva- nia’s 52 county Area Agencies on Aging (AAA) before being forwarded to the corresponding local agency that handles matters involving an adult ages 18 through 59.16 o Note: In the case of an emergency, the caller is instructed to call 911.

3) Income Maintenance (Office of Income Maintenance (OIM)) – Pro- motes personal and parental responsibility and self-sufficiency through temporary cash assistance, home heating assistance, employment and job training programs, child care, and nutritional support assistance. OIM is the primary point for the public to access both services that support transition to economic self-sufficiency and help with vital human services. The county assistance offices (CAOs) are responsible for the eligibility determination of applicants and re- determination of eligibility for recipients of Temporary Assistance for Needy Families (TANF) cash assistance, State Supplementary Pay- ments (SSP), Special Allowances, (SPAL), State Blind Pensions (SBP),

15 A participant refers to an individual who is receiving Participant-Directed Services. An employer overseeing a direct care worker is known as a common law employer. A direct care worker refers to a person hired by a common law employer to provide Participant-Directed Services approved by DHS. 16 Both DHS and the Pennsylvania Department of Aging (PDA) list the 1-800-490-8505 hotline number. PDA lists it as the “Report Elder Abuse Hotline” in that PDA handles all calls involving individuals age 60 and over, meanwhile DHS lists it as the “Adult Protective Services Hotline” in that DHS handles all calls involving individuals 18 through 59 years of age.

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Low Income Home Energy Assistance Program (LIHEAP), Medical As- sistance (MA), and Supplemental Nutrition Assistance Program (SNAP) benefits to residents of Pennsylvania. These benefits are dis- tributed through such means as Electronic Benefit Transfer (EBT) cards, managed care plans, and vendor payments.

 OIM Customer Service Center – 1-877-395-8930 or 1- 215-560-7226 (Philadelphia direct) – The service center provides callers with case-specific information – application status, benefit issuance dates, and renewal dates. The service center also processes case changes reported by recipients as well as other case maintenance activities.

 OIM Helpline and Correspondence (a.k.a. DHS Helpline) – 1-800-692-7462 – Helpline and correspondence staff re- spond to inquiries about public benefits in Pennsylvania. In- quiries come from applicants, recipients, public and private agency staff, legislative staff, and the general public. Help- line numbers appear in various media such as printed application forms, COMPASS, telephone and internet directories, and on the Department’s website.

 LIHEAP Helpline – 1-866-857-7095 – This helpline addresses specific questions related to LIHEAP. The hotline operates during the LIHEAP season which typically runs from October to April.

4) {No Helplines/Hotlines} Mental Health and Substance Abuse Services – Maximizes the capacity for independent living by people suffering from mental illness or substance abuse issues (e.g., drug or alcohol addiction).

5) Intellectual Disabilities/Autism (Office of Developmental Programs (ODP)) – Supports people with intellectual disabilities and/or autism and their families to achieve greater independence.

 ODP Customer Service Line – 1-888-565-9435 – This service line provides general information/customer service for all inquiries regarding services, policies, and provider enrollment.

 ODP Claims Resolution Helpline – 1-866-386-8880 – This helpline handles inquiries and issues regarding claims.

 Bureau of Supports for Autism and Special Populations (BSASP) Services Helpline – 1-866-539-7689 – This help

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line provides general information/customer service for inquiries regarding BSASP services, available resources and provider enrollment.

6) Child Development – Promotes opportunities and provides support for children and their families.

(Office of Children, Youth, and Families (OCYF))

 Child Welfare Information Solution (CWIS) Support Cen- ter – 1-877-343-0494 – The CWIS support center is for users of the CWIS Self-Service child welfare portal. The support center provides assistance to individuals who have questions about submitting a child abuse history clearance and mandated reporters who have questions about reporting suspected abuse. o Note: If a child is in immediate danger, the caller is instructed to call 911.

 Pennsylvania Family Support Alliance (PFSA) Helpline – 1-800-448-4906 – This helpline serves both the Child Abuse and Prevention Education Program (CAPE) and the Man- dated Reporter Training Program, and provides information and support regarding child abuse prevention services through referral information to parents and caregivers; educational materials; mandated reporter training for professionals and volunteers; trainings and outreach to community-based affiliate agencies; and outreach to the general public and media outlets.

 ChildLine Hotline – 1-800-932-0313 – ChildLine is part of a mandated statewide child protective services program that accepts child abuse referrals and general child well-being concerns. o Note: If a child is in immediate danger, the caller is instructed to call 911.

 Child Abuse Certifications/Background Checks Line (a.k.a. ChildLine Verification Unit) – 1-877-371-5422 or 717-783-6211 – This is a component of ChildLine that provides individuals with assistance regarding the results of their child abuse certification and background checks and is responsible for processing: 1) child abuse history clearance, 2) FBI criminal background check, 3) national sexual offender registry, and 4) security officer certification pursuant to the Security Officer Registration Act (SORA).

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 SWAN Helpline – 1-800-585-SWAN (7926) – Statewide Adoption and Permanency Network (SWAN) is an information and referral helpline that provides the following services: o Answers calls from prospective foster and adoptive families to learn more about how to become an approved foster or adoptive family. o Accepts referrals for SWAN post-permanency services and serves as the intake/assessment for this unit of service. Pennsylvania families who have adopted, whether or not they adopted a child from the child welfare system, and formal kinship or per- manent legal custodianship families who step forward to provide permanency to a Pennsylvania foster child are eligible for post-permanency services through the SWAN program. o Responds to calls from the general public regarding the SWAN program.

 Safe Haven Helpline – 1-866-921-SAFE (7233) – This helpline answers inquiries about the Pennsylvania Safe Haven law that gives parents a safe, legal alternative to abandoning their newborn, up to 28 days old, by taking the newborn to any Pennsylvania hospital, police officer at a police station or an emergency services provider at an EMS station.

 SWAN LSI Warmline – 1-888-793-2512 or 1-717-231- 5376 – SWAN Legal Services Initiative (LSI) Warmline fields all legal inquiries about adoption and permanency received by the SWAN network; however it only provides information, not legal advice, nor does it provide adoption search and re- unification services.

 SWAN Pennsylvania Adoption Exchange (PAE) – 1-800- 227-0225 - SWAN PAE answers questions from prospective and approved adoptive families, adoptees, foster families, and public and private agencies.17

 KinConnector Helpline – 1-866-KIN-2111 (546) – KinCon- nector program helpline connects grandparents and other relatives who are raising children with community services, such as, health, financial legal services, parenting advice, support groups, training.18

17 All calls to SWAN PAE are passed to the SWAN Helpline or SWAN LSI Warmline and any data related to SWAN PAE is either included with the SWAN Helpline or SWAN LSI Warmline data. 18 The KinConnector Helpline is listed here, but no data is presented in this report as this helpline was only recently instituted during the 2019-2020 fiscal year and as a result is beyond the scope of HR 2019-507.

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(Office of Child Development and Early Learning (OCDEL))

 Child Care Works/PAKIDS Helpline – 1-877-4PAKIDS (1- 877-472-5437) – A statewide call line for families seeking information about Early Learning Resource Centers (ELRCs are one-stop hubs for early education and child care needs), child care, and subsidized child care.

 CONNECT Helpline – 1-800-692-7288 – A federally required helpline, under the Individuals with Disabilities Educa- tion Act, for parents who have questions about their child’s development, assists families in locating resources, including making a direct link to their county early intervention program or local preschool early intervention program, and providing information regarding child development for children ages birth to five.

Welfare Fraud Tipline/Hotline (Office of Administration (OA)) – 1- 844-DHS-TIPS (1-844-347-8477)19

DHS also established the DHS Welfare Fraud Tipline/Hotline (as required by Act 2014-132), which allows the public to report instances of suspected fraud, waste, and abuse related to the provision or receipt of public assistance benefits (e.g., inappropriate billing amounts, billing for services not provided, fraudulent receipt or the abuse of services and resources, etc.).

B. Data and Information

Presented below are the exhibits for all DHS health and human services hotlines. These exhibits are grouped by each DHS office (i.e., Office of Medical Assistance Programs (OMAP), Office of Long Term Living (OLTL), Office of Income Maintenance (OIM), Office of Developmental Programs (ODP), Office of Children, Youth, and Families (OCYF), Office of Child De- velopment and Early Learning (OCDEL), and Office of Administration (OA) Welfare Fraud Tipline/Hotline), and are in the following order:

 Basic Information.  Optional Services.  Subject Matter.  Disposition of Calls.  Call Volume.

19 When the tipline discloses information related to criminal activity, DHS forwards the information to the Office of Attorney General’s Medicaid Fraud Control Unit or to the appropriate law enforcement agency. Where the tip involves welfare fraud, the information is sent by DHS to Pennsylvania Office of the Inspector General for additional investigation, which also maintains a Welfare Fraud Tip Line (1-800-932-0582).

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 Average Wait Time.  County of Origin.  Annual Operation Cost.

Office of Medical Assistance Programs

The Office of Medical Assistance Programs (OMAP) operates three hotlines, with annual costs of $4,185,132 during FY 2018-19. The hotlines are all agency-operated, with some additional contracted staff. The EVS is agency run, but through an automated line. All hotlines are operational Monday through Friday and require 71 full-time employees.

For OMAP, the cost of the hotlines is only available for FY 2018-19. County of origin is not available.

NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Exhibit 30

Basic Information – Department of Human Services Office of Medical Assistance Programs, Bureau of Fee for Service Programs

Opportunity for Cost of Hot- No. Staff- Contracted/ Operating Customer Appropriation/ line Hotline FT & PT Agencya/ Hours Feedback Funding FY 2018-19b/ County Admin- Monday-Fri- istration day Statewide App. CHIP 8 AM to Fee for Service 1-800-986-KIDS 5 FT Agency 5 PM Yes Appropriation $780,201 OMAP Eligibility Medicaid Man- Verification agement Infor- System 0 mation System c/ 1-800-766-5387 (Automated) Agency 24/7 No Appropriation

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Exhibit 30 Continued

OMAP Service Lined/ 1-800-537-8862 Monday-  Option – Friday County Admin- Fee-for-Ser- 8 AM to istration vice Recipi- 12 PM Statewide ent Service Agency/ 12:30 PM to Fee for Service Center 8 FT Contracted 4:30 PM Yes Appropriation 568,366

 Option - Monday- OMAP/BFFSP Friday Pharmacy Call 8 AM to Fee for Service Center 9 FT Contracted 4:30 PM Yes Appropriation 670,141 Monday- Friday County Admin-  Option - 7:30 AM to istration OMAP/BFFSP 12 PM Statewide Medical Prior Agency/ 1 PM to Fee for Service Authorization 11 FT Contracted 4 PM Yes Appropriation 835,088 County Admin-  Option - Monday- istration OMAP/BFFSP Friday Statewide Provider En- Agency/ 8 AM to Fee for Service rollment 24 FT e/ Contracted 4:30 PM Yes Appropriation 442,770f/ Monday- Friday County Admin-  Option - 8 AM to istration OMAP/BFFSP 12 PM Statewide App. Provider Cen- 12:30 PM to Fee for Service ter 14 FT Contracted 4:30 PM Yes Appropriation 888,566

a/ OMAP oversees and operates all of its lines, however they are staffed by a mix of state staff and contractors, except for the OMAP Service line pharmacy call center and provider service center options, which are staffed by contractors.. b/ Costs are estimates based mainly on staffing costs. There was an assumption of $6,000 per staff in rent, phone, supplies, and general overhead costs. The Budget Office is unable to provide more precise calculations. Data is available for FY 2018-19. c/ DHS is unable to provide specific costs. d/ OMAP Service Line data is broken out in the options listed below. e/ Staff rotate between answering the phone and application processing. f/ Costs are based on 6 techs and 1 supervisor - although the responsibility to answer the phone rotates to all in the unit.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Exhibit 31

Optional Services – Department of Human Services Office of Medical Assistance Programs

Translation Services for Website Mobile Hotline Services Deaf/HoH Texting Search Device Apps CHIP Yes No No No No OMAP Eligibility Verifica- tion System No No No Yes No OMAP Service Linea/ No No No Yes No  Option - Fee-for-Ser- vice Recipient Service Center Yes Yes No Yes No  Option - OMAP/BFFSP Pharmacy Services No No No Yes No  Option - OMAP/BFFSP Medical Prior Authori- zation No No No Yes No  Option - OMAP/BFFSP Provider Enrollment No No No Yes No  Option – OMAP/BFFSP Provider Center No No No Yes No

a/ OMAP Service Line data is broken out in the options listed below.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 32

Disposition of Calls – Department of Human Services Office of Medical Assistance Programs a/

Call Disposition OMAP Service Lineb/

 Option - Fee-for-Service  Answered recipient question about eligibility, coverage dates, Recipient Service Center benefit package information  Assisted recipient with seeking reimbursement for a medical bill  Gave providers’ contact info over the phone  Mailed lists and/or directed to websites for provider search  Option - OMAP/BFFSP  Assisted provider with billing inquiry Pharmacy Services  Reviewed medication/pharmacy service requiring authorization  Answered questions regarding the eligibility of the recipient for services

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Exhibit 32 Continued

 Option - OMAP/BFFSP  Reviewed advanced radiology service requiring authorization Medical Prior Authoriza-  Reviewed outpatient procedure requiring authorization tion  Reviewed home health service requiring authorization  Checked prior authorization status  Option - OMAP/BFFSP  Checked status of enrollment Provider Enrollment  Assisted provider with submitting an application/documents to the online portal  Assisted with questions related to completing a new application  Option – OMAP/BFFSP  Checked provider claim status Provider Center  Answered questions regarding the eligibility of the recipient for services  Answered question from a provider regarding a prior authorization

a/ Statements on the exhibit reflect examples of types of call dispositions. CHIP and OMAP Eligibility Verification Sys- tem do not track call disposition. b/ OMAP Service Line data is broken out in the options listed below.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 33

Subject Matter – Department of Human Services Office of Medical Assistance Programs a/ CHIP

Subject Matter FY 2017-18 Update MCO information on Transfer Application an existing CHIP General December Request Status application Information Medical Assistance Application Provider/Net- General Update January Information Status work Questions Information application Update information on an existing Medical CHIP Assistance Application General February application Information status Information

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Exhibit 33 Continued

Update Information on an exist- Medical ing CHIP Assistance Provider/Net- General March application Information work questions Information Medical Provider/ Assistance Application Network Lapse in Payment April Information Status questions 1095B Request Cancel coverage coverage inquiry Provider/ Medical Request Network Update ap- Assistance Cancel/term MCO transfer Application for May questions plication Information coverage request status application Medical Assistance Update ap- MCO transfer General Application Payment June Information plication request information Renewal inquiry status inquiry FY 2018-19 Medical As- Update ap- sistance In- Request for ap- MCO transfer re- July plication formation plication quest Medical Assistance Update ap- Application sta- General infor- August Information plication tus mation Medical As- Update ap- sistance In- General infor- Application sta- September plication formation mation tus Medical As- Update ap- sistance In- General infor- MCO transfer re- October plication formation mation quest Medical Assistance Update ap- MCO transfer Provider/Network Payment November Information plication request Renewal inquiry questions inquiry Medical Assis- Update ap- Application tance Infor- Provider/Network December plication status mation questions Medical Assistance Application Update applica- Provider/Network January Information status tion questions Medical Assistance Update ap- Application sta- Provider/Network February Information plication tus questions Medical Assistance Update ap- Application sta- MCO transfer re- General infor- March Information plication tus quest mation Medical Assistance Update ap- Application sta- Provider/Network April Information plication tus questions

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Exhibit 33 Continued

Medical Assistance Application General infor- May Information status mation Renewal inquiry Medical Assistance Application Update applica- Provider/Network June Information status tion questions

a/ Data is not available prior to December 2017. Subject matter represents the issues addressed during the month by the hotline operators.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 34

Subject Matter – Department of Human Services Office of Medical Assistance Programs Other than CHIP

Subject Matter OMAP Eligibility Verification System  Provides verification of Medical Assistance eligibility OMAP Service Linea/

 Option - Fee-for-Service Recipient Service Center  Eligibility  Billing/Reimbursement  Provider Request  Provider Enrollment  Option - OMAP/BFFSP Pharmacy Services  Billing  Prior Authorization  Eligibility  Option - OMAP/BFFSP Medical Prior Authorization  Advanced Radiology  Outpatient Procedure  Home Health  Check prior Authorization Status  Eligibility Medicare  Eligibility Community Health Choices  Eligibility Health Choices Managed Care Organization  Option – OMAP/BFFSP Provider Enrollment  Enrollment Status  Provider Portal  New Application  Change Request  Option – OMAP/BFFSP Provider Center  Claims  Eligibility  Prior Authorization

a/ OMAP Service Line data is broken out in the options listed below.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Exhibit 35

Average Wait Time – Department of Human Services Office of Medical Assistance Programs (MIN:SEC)a/

OMAP SERVICE LINE Options

CHIP Fee-for- OMAP/BFFSP OMAP/BFFSP OMAP/BFFSP OMAP/BFFSP Service Re- Pharmacy Medical Prior Provider En- Provider cipient Ser- Services Authorization rollment Center vice Center FY 2016-17 July 00:23 00:30 00:11 02:33 19:33 07:20 August 00:25 00:20 00:12 04:12 04:59 07:30 September 00:25 02:03 00:11 05:44 05:48 07:20 October 00:19 00:24 00:14 04:32 00:59 02:35 November 00:16 00:30 00:12 04:33 00:55 05:19 December 00:35 00:20 00:08 06:11 00:55 04:09 January 00:31 00:30 00:14 06:52 06:17 03:50 February 00:47 00:31 00:10 06:27 02:18 04:43 March 00:59 00:36 00:09 05:28 02:09 05:23 April 00:47 00:33 00:12 03:52 01:41 02:20 May 00:37 00:37 00:11 05:33 00:48 02:21 June 00:29 00:50 00:08 03:47 00:51 02:52 FY 2017-18 July 00:33 NA 00:15 02:33 NA 02:50 August 00:44 04:09 00:21 03:08 NA 04:00 September 01:05 04:13 00:15 05:44 01:21 03:39 October 00:44 02:04 33:03 08:53 03:13 05:01 November 02:46 01:18 00:15 04:36 02:03 05:07 December 05:06 00:55 00:16 03:17 01:35 03:59 January 00:05 01:14 00:14 04:41 16:54 06:01 February 00:26 02:48 00:13 05:14 01:23 06:18 March 00:31 05:09 00:17 05:03 02:36 08:06 April 00:54 05:21 01:01 03:02 01:33 03:57 May 00:23 02:14 00:13 05:05 02:19 03:14 June 00:33 03:01 00:13 02:46 01:04 04:26 FY 2018-19 July 01:02 03:31 00:14 03:51 00:52 04:23 August 00:55 03:53 00:14 04:54 01:06 06:28 September 00:49 04:26 00:13 10:02 01:03 06:11 October 01:34 05:05 00:24 09:06 05:35 08:43 November 02:01 04:47 00:23 07:41 01:01 04:44 December 01:34 02:01 00:21 05:23 00:30 02:43 January 02:25 03:04 00:19 06:02 00:35 03:39 February 01:22 02:54 00:21 06:48 00:42 04:28

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Exhibit 35 Continued

March 00:38 02:18 00:15 02:39 01:01 03:06 April 00:53 01:41 00:16 03:33 01:04 02:16 May 00:48 01:52 00:24 04:45 01:38 04:23 June 00:55 01:15 00:20 01:46 06:09 04:45

a/ OMAP Eligibility Verification System is automated and therefore has no wait times.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 36

Call Volume – Department of Human Services Office of Medical Assistance Programs

OMAP SERVICE LINE Options

CHIP Fee-for- OMAP/BFFSP OMAP/BFFSP OMAP/BFFSP OMAP OMAP/BFFSP Service Pharmacy Medical Prior Provider Eligibility Provider Recipient Services Authorization Enrollment Verification Center Service System Center FY 2016-17 July 2,714 3,172 5,253 2,952 10,809 21,497 7,521 August 2,927 3,688 5,182 3,387 5,414 24,607 8,953 September 2,812 16,102 5,478 3,529 12,934 21,992 8,292 October 2,783 3,922 5,266 3,539 5,724 26,127 7,343 November 3,357 3,707 5,311 3,076 3,968 23,091 7,790 December 3,905 3,571 4,984 3,272 3,189 21,330 7,145 January 5,300 4,728 6,693 4,019 3,685 23,866 8,096 February 3,768 4,124 5,976 3,747 3,199 20,659 8,928 March 4,033 4,597 6,157 4,281 3,698 19,875 9,995 April 2,845 4,169 6,296 3,304 3,289 17,588 9,381 May 3,365 5,719 6,562 4,051 3,249 22,093 10,182 June 3,416 4,230 6,208 3,488 3,346 23,841 10,524 Total: 41,225 61,729 72,823 42,645 62,504 266,566 114,562 FY 2017-18 July 4,202 11,197 3,457 NA NA 19,030 10,412 August 5,779 15,077 6,180 4,773 NA 16,516 12,696 September 5,256 12,308 4,974 4,161 3,460 15,187 11,069 October 4,782 15,512 4,806 4,139 3,992 18,301 11,986 November 7,419 6,169 4,151 4,045 4,604 15,699 10,534 December 2,098 3,982 3,945 3,743 4,293 13,783 9,662 January 1,967 5,066 4,709 4,238 3,529 14,764 10,472 February 3,817 3,743 3,819 3,647 3,006 12,135 8,648 March 3,910 4,252 3,845 4,413 4,260 13,439 8,211

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Exhibit 36 Continued

April 3,884 4,382 3,891 4,414 4,810 12,137 9,927 May 3,492 3,675 4,576 4,947 4,111 19,801 11,042 June 3,277 3,589 4,300 4,596 3,441 13,014 10,770 Total: 49,883 88,952 52,653 47,116 39,506 183,835 115,017 FY 2018-19 July 3,371 3,737 4,241 4,466 3,127 15,637 10,356 August 3,475 4,175 5,263 5,362 3,088 18,903 10,879 September 3,050 3,919 4,866 4,857 2,441 13,760 7,758 October 4,049 4,513 4,739 5,704 2,950 12,057 8,149 November 3,956 3,545 4,151 4,939 2,309 10,599 6,830 December 4,227 3,050 3,600 4,475 2,111 9,938 6,283 January 4,850 3,671 4,536 5,254 2,893 10,779 7,124 February 3,725 3,435 4,820 4,455 2,545 12,402 6,150 March 4,065 4,028 3,962 4,721 3,412 28,165 7,168 April 3,788 4,170 4,042 5,005 3,808 9,356 7,525 May 3,511 4,078 3,932 5,032 4,078 8,270 7,139 June 3,591 3,411 3,439 4,493 5,860 6,366 5,972 Total: 45,658 45,732 51,591 58,763 38,622 156,232 91,333

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Office of Long Term Living

OLTL has 10 hotlines, seven of which are operational Monday through Friday, although the Public Partnerships (PPL) Customer Service Line has limited hours on Saturday.20 The Bureau of Human Services Licensing Complaint Hotline and the Adult Protective Services Hotline21 are functional on a 24/7 basis. Five of the lines are agency run, with the remainder being contracted, and require 185-196 full-time and eight part-time employees.22 OLTL hotlines include a mixture of optional services.

Disposition of all calls for all Independent Enrollment Broker (CHC) is CHC enrollment. No disposition of calls was reported for OLTL Nursing Facility DME/PSAE, Independent Enrollment Broker (IEB), Bureau of Hu- man Services Licensing Complaint Hotline, or the Bureau of Human Ser- vices Licensing Operator Support Hotline. OLTL hotlines data does not

20 OLTL CHC Participant Helpline is no longer in service as of January 31, 2020. 21 DHS contributes $100,000 to the Elder Services/Adult Protective Services line to the Department of Aging, which is the state agency responsible for operating the hotline. 22 Full time employees vary, contingent on call volume for the OLTL CHC Participant Helpline, which employed 4-15 full time employees.

Page 72 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

identify county of origin, nor are hotline costs available, with the exception of the CHC Participant Hotline, which cost $1,041,956 in FY 2018- 19.23 No other data, other than Basic Information and Optional Services, is available for the Adult Protective Services Hotline.

NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Basic Information

Exhibit 37

Basic Information – Department of Human Services Office of Long Term Living

Opportunity No. Staff- Contracted/ Operating for Customer Appropriation/ Hotline FT & PT Agency Hours Feedback Funding OLTL Provider Helplinea/ 1-800-932-0939 Monday- Friday 9 AM to 12 PM County  Option 1 - Provider 1 PM to Administration Enrollment 8 FT Agency 4 PM Yes Appropriation Monday- Friday 9 AM to 12 PM County  Option 2 - Provider 1 PM to Administration Inquiry/Billing 10 FT Agency 4 PM Yes Appropriation Monday- Friday County  Option 3 - Nursing 7:30 AM to Administration Home Transition 2 FT Agency 4 PM No Appropriation Monday to Friday 9 AM to 12 PM County OLTL Participant Helpline 1 PM to Administration 1-800-757-5042 4 FT Agency 4 PM Yes Appropriation

23 OLTL does not have this level of data available. For the OLTL direct hotlines the staff that answer the calls have additional duties and are not solely dedicated to the task of hotline coverage. In most cases, the toll free line task is a small portion of staff members’ overall duties. For contracted hotlines, OLTL’s Budget team indicated the contracts are monthly fixed costs, so they were unable to determine the hotline/customer service operating portion.

Page 73 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 37 Continued

Monday- OLTL Nursing Facility Friday County DME/PSAEb/ 7:30 AM to Administration 1-877-299-2918 2 FT Agency 4 PM No Appropriation Monday- OLTL CHC Participation Hot- 4-15 FT Friday linec/ Varies with call vol- 8 AM to Long Term Care 1-833-735-4416 ume Contracted 7 PM Yes Appropriation

Independent Enrollment Broker (CHC) 1-844-824-3655 Monday- Friday PA Independent Enrollment Broker (IEB) 80 FT 8 AM to Long Term Care d/ 1-877-550-4227 3 PT Contracted 6 PM Yes Appropriation Monday- Friday 8 AM to 8 PM Public Partnerships Customer Service 62 FT Saturday Long Term Care 1-877-908-1750 5 PT Contracted 9 AM-1 PM Yes Appropriation Bureau of Human Services Licensing County Compliant Hotline Administration 1-877-401-8835 12 FT Agency 24/7 No Appropriation Monday- Friday Common- Bureau of Human Services Licensing wealth County Operator Support Hotline Business Administration 1-866-503-3926 1 FT Agency Hours No Appropriation Adult Protective Services Hotlinee/ AAA Long Term Care 1-800-490-8505 Staff Contracted 24/7 No Appropriation a/ Data reported under Options 1, 2, and 3. b/ Durable medical equipment/Preventable serious adverse events. c/ This line is no longer in service, as of January 31, 2020. d/ Optional caller surveys offered at the conclusion of the call. e/ Hotline is operated by the PACE Program within the Department of Aging. Calls are answered by a live person and then routed to the county Area Agency on Aging (AAA), based on the caller's area code and exchange. The local AAA's intake unit documents the report of need for adult protective services.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Optional Services

Exhibit 38

Optional Services – Department of Human Services Office of Long Term Living

Translation Services for Website Mobile Device Hotline Services Deaf/HoH Texting Search Apps OLTL Provider Helplinea/  Option 1 - Provider Enrollment Yes Yes No No No  Option 2 - Provider Inquiry/Billing Yes Yes No No No  Option 3 - Nursing Home Transition Yes Yes No No No OLTL Participant Helpline Yes Yes No No No OLTL Nursing Facility DME/PSAE Yes No No No No OLTL CHC Participation Hotline Yes Yes No No No Independent Enrollment Broker (CHC) PA Independent Enrollment Broker (IEB) Yes Yes No Yes No Public Partnerships Cus- tomer Service Yes Yes No Yes Yes Bureau of Human Services Licensing Compliant Hot- line Yes No No No No Bureau of Human Services Licensing Operator Support Hotline Yes No No No No Adult Protective Services Yes Yes No No No a/ Data reported under Options 1, 2, and 3.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Page 75 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Subject Matter

Exhibit 39

Subject Matter – Department of Human Services Office of Long Term Living

Hotline Subject Matter OLTL Provider Helplinea/  Provider enrollment  Participant inquiry Option 1 - Provider Enrollment  General assistance  Provider complaint  New enrollment  Appeal  Technical assistance  Default  Changes  Changes – Open  Status check  Changes – Closed  Billing related  Not OLTL Related  CHC related  Complaints OLTL Provider Helpline  Provider inquiry Option 2 – Provider Inquiry/ Bill-  Billing ing  CHC related  Enrollment inquiry  Financial  Participant inquiry  Provider  Not OLTL Related  Technical Assistance OLTL Provider Helpline  Nursing home transition Option 3 - Nursing Home Tran- sition OLTL Participant Helpline  OLTL Participant In- quiry/Complaints OLTL Nursing Facility  DME DME/PSAE  VDRP  PSAE OLTL CHC Participation Hotline  CHC Transition Independent Enrollment Broker  CHC Enrollment (CHC) Independent Enrollment Broker  Waiver enrollment assis- (IEB) tance Public Partnerships' Customer  Common law employer Service and direct care worker concerns

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Exhibit 39 Continued

Bureau of Human Services Li-  Personal care home & censing Complaint Hotline assisted living complaints Bureau of Human Services Li-  Human Services licens- censing Operator Support Hot- ing provider ques- line tions/support Adult Protective Services  Protective services reports

a/ Data reported under Options 1, 2, and 3.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Disposition of Calls

Exhibit 40

Disposition of Calls – Department of Human Services Office of Long Term Living OLTL Provider Helpline – Option 1 - Provider Enrollmenta/

Billing Changes Changes CHC General b/ Appeal Related Closed Open Related Default Assistance FY 2017-18 December 1 1 0 0 0 341 9 January 0 1 1 12 4 643 9 February 1 1 24 0 4 665 9 March 0 1 19 0 5 561 9 April 0 1 0 20 11 658 9 May 0 1 0 22 7 669 9 June 0 1 3 46 1 545 9 Total: 2 7 47 100 32 4,082 63 FY 2018-19 July 0 4 1 29 10 515 36 August 0 9 0 0 7 430 138 September 0 12 0 0 20 388 209 October 0 13 0 0 30 459 192 November 0 13 0 0 18 361 150 December 0 7 0 0 9 174 96 January 0 69 0 0 13 411 183 February 0 124 0 0 7 412 242

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Exhibit 40 Continued

March 0 127 0 0 1 490 279 April 0 24 0 0 8 358 177 May 0 24 0 0 26 301 188 June 0 16 0 0 19 255 155 Total: 0 442 1 29 168 4,554 2,045

Additional Exhibit Information

New Not OLTL Participant Provider Status Technical Enrollment Related Inquiry Complaint Check Assistance Changes FY 2017-18 December 2 1 2 1 26 0 January 73 8 20 3 26 10 February 84 13 31 2 26 19 March 80 6 27 1 26 52 April 67 6 45 26 81 0 May 81 13 35 0 26 73 June 102 6 47 1 26 92 Total: 489 53 207 34 237 246 FY 2018-19 July 99 18 48 1 45 94 12 August 55 21 35 3 94 0 33 September 45 14 67 6 110 0 32 October 49 11 49 1 78 0 24 November 52 9 48 3 89 0 14 December 47 7 33 0 24 0 11 January 45 8 42 0 71 0 16 February 26 15 27 0 74 0 23 March 31 10 43 1 92 0 19 April 51 12 25 1 80 0 36 May 70 31 17 1 156 0 25 June 76 10 23 2 147 0 34 Total: 646 166 457 19 1,060 94 279

a/ Data unavailable from July 2016 through November 2017. b/ This is the system-configured default option. If a caller does not select a disposition code the system will record as default.

Source: Developed by LBFC Staff with information from the Department of Human Services.

Page 78 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 41

Disposition of Calls – Department of Human Services Office of Long Term Living OLTL Provider Helpline – Option 2 - Provider Inquiry/Billinga/

Billing Billing CHC Enrollment Not OLTL Participant Provider Appeal Inquiry Related Related Default Inquiry Financial Related Inquiry PROV Complaint FY 2017-18 December 1 514 6 3 553 13 4 57 7 6 0 January 1 1,072 4 11 611 21 5 131 12 6 1 February 0 1,009 6 4 352 36 5 99 19 6 0 March 1 1,081 6 6 308 38 6 96 20 6 0 April 2 1,249 2 10 274 22 12 90 28 6 0 May 0 1,387 2 9 305 39 9 92 17 6 0 June 0 1,291 2 8 176 23 4 80 22 6 0 Total: 5 7,603 28 51 2,579 192 45 645 125 42 1 FY 2018-19 July 1 1,386 2 9 146 45 6 103 35 6 1 August 0 747 2 6 108 24 2 52 9 6 1 September 0 39 2 3 50 3 0 2 1 6 0 October 0 208 4 4 83 4 0 10 3 6 0 November 0 277 6 3 92 6 1 9 3 6 0 December 0 269 4 3 89 4 1 16 4 6 0 January 0 298 6 4 67 6 0 13 3 6 1

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Exhibit 41 Continued

February 1 217 6 3 90 3 0 18 2 6 0 March 0 235 6 3 96 5 0 19 5 6 0 April 0 230 6 4 160 5 0 14 4 6 0 May 0 300 6 7 82 10 0 12 4 6 0 June 0 290 6 7 68 6 2 14 5 6 0 Total: 2 4,438 56 56 1,131 121 12 282 78 72 3 a/ Data unavailable from July 2016 through November 2017.

Source: Developed by LBFC Staff with information from the Department of Human Services.

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Exhibit 42

Disposition of Calls – Department of Human Services Office of Long Term Living OLTL Provider Helpline – Option 3 - Nursing Home Transitiona/

New General Defaultb/ Enrollment CHC-Related Assistance FY 2017-18 December 1 0 January 19 0 February 6 0 March 5 0 April 16 1 May 3 2 June 13 0 Total: 63 3 FY 2018-19 July August 7 September 6 October 10 November 8 December 12 0 0 January 1 February 10 March 11 April 12 1 1 May 2 June 1 Total: 83 1 1 a/ Data unavailable from July 2016 through November 2017. b/ This is the call center platform’s built-in universally configured disposition code prior to hotline supervisor-designed configuration of disposition codes unique to each hotline in order to track activities as needed. If a worker does not select a disposition, the call will record the disposition as a default call.

Source: Developed by LBFC Staff with information from the Department of Human Services.

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Exhibit 43

Disposition of Calls – Department of Human Services Office of Long Term Living OLTL Participant Helplinea/, b/

BPI CHC CMC CMO Def ENC ENO LEG MCO NOR PROV SPC SPO FY 2017-18 December 0 7 0 3 1,017 0 20 0 12 7 2 0 0 January 0 62 0 3 1,528 60 60 0 13 82 87 197 9 February 0 80 1 23 1,392 70 95 0 17 181 94 162 60 March 2 82 2 17 1,209 72 195 0 46 296 159 179 247 April 3 69 0 20 1,024 36 164 0 29 280 80 194 329 May 2 58 1 64 1,164 40 11 1 31 301 67 188 394 June 3 35 1 151 1,268 33 116 1 25 158 80 193 424 Total: 10 393 5 281 8,602 311 661 2 173 1,305 569 1,107 1,463 FY 2018-19 July 0 38 2 205 1,522 14 102 0 27 161 51 157 556 August 2 31 0 210 1,070 13 159 0 44 130 50 211 656 September 4 36 0 164 841 13 101 0 22 68 35 183 422 October 3 38 0 135 891 4 101 1 26 95 33 142 371 November 1 38 0 112 695 5 76 0 27 61 26 97 365 December 2 78 0 121 705 7 71 0 22 83 36 55 341 January 3 113 1 54 934 13 78 3 228 74 33 95 150 February 2 69 0 58 681 8 73 0 129 63 19 63 127 March 0 58 0 62 807 4 95 0 123 77 28 204 164 April 2 29 1 125 622 8 113 1 107 68 18 30 153 May 0 33 0 106 607 4 102 0 88 71 20 273 164 June 3 36 0 142 806 1 107 0 95 97 28 0 210 Total: 22 597 4 1,464 10,181 94 1,178 5 938 1,048 377 1,510 3,679 a/ Data unavailable from July 2016 through November 2017. b/ Acronyms used in this exhibit: BPI – Bureau of Program Integrity, CHC – Community Health Choices, CMC – Case Management Closed, CMO – Case Management Open, ENC – Enrollment Closed, ENO – Enrollment Open, LEG – Leg- islative Inquiry, MCO – CHC issued transferred to managed care, NOR – not OLTL related, PROV – OLTL Provider Issue, SPC – Service Plan Closed, SPO – Service Plan Open.

Source: Developed by LBFC Staff with information from the Department of Human Services.

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Exhibit 44

Disposition of Calls – Department of Human Services Office of Long Term Living OLTL CHC Participation Hotlinea/

General Referral to Referral Participant Q&A Other DHS to Event b/ Participants Hotline IEB Other Q/Registration Complaint FY 2017-18 July 1 2 0 NA

August 95 54 9 234 0 NA September 73 18 8 82 62 NA October 1000 59 422 724 967 NA November 681 18 458 45 25 NA December 250 15 166 20 2 NA January 345 95 361 307 0 6 February 205 108 128 19 0 6 March 113 75 51 17 0 4 April 109 72 35 4 0 5 May 99 69 38 9 0 0 June 77 48 32 9 2 0 Total: 3,047 632 1,708 1,472 1,060 15 FY 2018-19 July 477 128 86 44 34 0 August 1,121 125 124 82 1,478 0 September 1,347 103 390 96 986 0 October 997 108 1,321 122 320 0 November 317 189 1,106 66 2 0 December 280 478 560 64 0 0 January 571 570 650 77 0 0 February 266 266 286 43 0 1 March 308 276 296 47 0 1 April 202 169 237 22 1 0 May 156 147 188 20 0 0 June 131 162 168 12 2 1 Total: 6,173 2,721 5,412 695 2,832 3 a/ Helpline was not in service in FY 2016-17. b/ This disposition was used to capture the disposition of any calls not falling into the other disposition categories.

Source: Developed by LBFC Staff with information from the Department of Human Services.

Page 83 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Call Volume

Exhibit 45

Call Volume – Department of Human Services Office of Long Term Livinga/

OLTL OLTL Pro- OLTL Pro- Provider vider Help- vider Help- Helpline line line OLTL OLTL Indepen- Independ- Public OLTL OLTL Pro- Provider Nursing dent ent Partner- Provider vider Line Line Nurs- OLTL Par- Facility OLTL CHC Enrollment Enrollment ships Line En- Inquiry/ ing Home ticipant DME/ Participation Broker Broker Customer rollment Billing Transition Helpline PSAE Hotline (CHC) (IEB) Service FY 2016-17 July 26,278 62,136 August 33,174 54,002 September 29,060 50,316 October 26,700 48,397 November 23,564 64,102 December 13 24,445 68,578 January 7 25,954 64,647 February 8 23,089 49,309 March 6 118 27,472 45,171 April 4 170 25,205 40,695 May 7 206 28,472 50,758 June 3 237 31,820 46,687 Total: 48 731 325,233 644,798 FY 2017-18 July 1 207 6 28,190 71,906 August 5 199 396 34,224 47,179 September 2 193 189 40 31,075 48,524 October 4 220 3,169 14,303 33,005 40,851 November 2 166 1,214 17,283 30,629 43,970 December 385 1,166 3 1,068 148 452 9,023 28,442 42,807 January 811 1,912 1,101 179 686 5,073 32,754 52,521 February 879 1,418 2,175 171 384 261 29,267 41,870 March 787 1,568 2,500 162 235 32,849 40,977 April 924 1,695 2,228 141 181 2 31,982 38,069 May 936 1,867 2 2,422 186 166 32,986 41,144 June 885 1,612 2,488 138 133 31,108 42,373 Total: 5,607 9,326 19 13,982 2,110 7,211 45,985 376,511 552,191 FY 2018-19 July 912 1,682 1 2,835 153 642 30,946 45,121 August 825 958 2,584 156 2,255 583 33,742 41,592

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Exhibit 45 Continued

September 903 106 1,859 152 2,188 13,026 28,669 38,666 October 906 329 1,840 146 2,478 26,957 32,566 44,126 November 757 403 1,503 91 1,538 20,272 27,990 44,783 December 535 396 1,521 169 986 17,748 25,898 36,990 January 858 404 7 1,779 125 1,454 13,095 30,536 50,291 February 950 346 1 1,292 110 731 7,193 27,387 53,695 March 1,094 375 1,622 114 785 7,400 29,599 45,787 April 771 429 1,277 127 549 7,039 32,094 45,217 May 840 427 3 1,468 112 460 7,086 32,320 46,072 June 737 405 11 1,525 123 432 6,704 28,952 41,631 Total: 10,088 6,260 23 21,105 1,578 14,498 127,103 360,699 533,971

a/ DHS does not collect data for the following hotlines: Bureau of Human Services Licensing Compliant Hotline, Bu- reau of Human Services Licensing Operator Support Hotline, and Adult Protective Services.

Source: Developed by LBFC staff with information provided by the Department of Human Services

Average Wait Time

Exhibit 46

Average Wait Time – Department of Human Services Office of Long Term Livinga/, b/ (MIN:SEC)

OLTL OLTL Provider Provider Helpline Public Helpline OLTL Pro- Partnerships OLTL Provider vider Line OLTL OLTL CHC Independent Independent Line Inquiry/ Participant Participation Enrollment Enrollment Customer Enrollment Billing Helpline Hotline Broker (CHC) Broker (IEB) Service FY 2016-17 July 00:37 00:07 August 01:31 00:08 September 01:17 00:08 October 00:41 00:09 November 00:11 01:34 December 00:14 00:59 January 01:28 00:45 February 00:18 00:17 March 00:23 00:09 April 00:24 00:13

Page 85 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 46 Continued

May 01:50 00:31 June 03:13 00:48 FY 2017-18 July 00:05 00:33 02:55 August 00:05 00:30 00:57 September 00:05 0:13 01:00 01:07 October 00:34 0:35 00:42 00:21 November 00:07 4:25 00:29 00:33 December 03:42 04:34 00:43 00:08 :02 00:25 00:15 January 03:37 04:09 00:46 00:06 :04 00:21 00:35 February 03:30 05:44 00:01 00:07 0:08 00:33 00:25 March 03:41 04:37 00:01 00:11 00:33 00:19 April 03:33 06:24 00:01 00:08 0:01 00:30 00:25 May 03:32 05:07 00:01 00:06 00:25 00:23 June 03:14 04:36 00:22 00:06 00:26 00:32 FY 2018-19 July 03:26 06:50 00:09 00:18 00:17 00:47 August 03:36 04:46 00:11 01:02 0:03 00:17 00:28 September 03:05 05:42 00:01 00:19 0:03 00:15 00:41 October 03:08 04:34 00:01 00:19 0:03 00:24 00:49 November 03:00 04:34 00:01 00:17 0:01 00:28 01:00 December 03:32 04:34 00:01 00:10 0:03 00:21 00:28 January 03:36 04:19 01:28 00:20 0:21 00:17 00:28 February 03:25 04:34 01:21 00:07 0:03 00:10 00:21 March 03:30 03:55 01:39 00:06 0:05 00:07 00:20 April 03:46 03:41 01:21 00:05 0:09 00:07 00:23 May 03:35 04:52 02:08 00:06 0:07 00:08 00:21 June 03:35 06:08 01:32 00:05 0:08 00:09 00:28

a/ Blank cells represent data that was unavailable or not collected. b/ DHS does not collect data for the following hotlines: OLTL Provider Line Nursing Home Transition, OLTL Nursing Facility DME/PSAE, Bureau of Human Services Licensing Compliant Hotline, Bureau of Human Services Licensing Op- erator Support Hotline, and Adult Protective Services.

Source: Developed by LBFC staff with information provided by the Department of Human Services

Office of Income Maintenance

The Office of Income Maintenance operates three hotlines at an annual operating cost of $35,756,248 in FY 2018-19. All hotlines are operational Monday through Friday. All three are also agency operated and require 422 full-time and 195 part-time employees, 177 of whom are contingency staff for the OIM Customer Service Center. Several optional services are available for the hotlines.

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OIM does not track disposition of calls or county of origin.

NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Exhibit 47

Basic Information – Department of Human Services Office of Income Maintenance

Opportunity Cost of No. Staff- Contracted/ Operating for Customer Appropriation/ Hotline Hotline FT & PT Agency Hours Feedbacka/ Funding FY 2018-19 OIM Customer 403 FT Monday- Service Center 177 Con- Friday County Assis- 1-877-395-8930 / 1-215-560-7226 tingency 8 AM – tance Office (Phila. Direct) Staff Agency 5 PM Yes Fund $33,806,998 OIM Helpline Monday- and Corre- Friday County Assis- spondence 19 FT 8:30AM- tance Office b/ 1-800-692-7462 0 PT Agency 5 PM Yes Fund 1,949,250 Monday - Friday County Assis- LIHEAP Hotline 0 FT 8:30 AM- tance Office 1-866-857-7095 18 PT Agency 5 PM Yes Fund a/ A survey is offered to approximately 20 percent of all DHS callers. A message is played during the call and is initi- ated at the conclusion of the call if the caller stays on the line. The survey has three fixed questions: 1. Did the representative you spoke with today, treat you in a professional manor? Press 1 for Yes, 2 for No 2. Was your issue addressed to your satisfaction today? Press 1 for Yes, 2 for No. 3. On a scale from 1 to 5, where 5 is being very satisfied, how satisfied are you with the service you received today? b/ Includes operating costs for both the OIM Helpline and the LIHEAP Hotline. Costs cannot be separated.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Exhibit 48

Optional Services – Department of Human Services Office of Income Maintenance

Services Mobile Translation for Website Device Hotline Services Deaf/HoH Texting Search Apps OIM Customer Service Center Yes No No No No OIM Helpline and Correspondence Yes Yes No Yes Yes LIHEAP Hotline Yes Yes No Yes Yes

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 49

Subject Matter – Department of Human Services Office of Income Maintenance

Hotline Subject Matter OIM Customer Service  Case Status Inquiry  Add household member Center  Request General Infor-  Change shelter/utility cost mation  MA coverage issues or questions  Check application status  LIHEAP case inquiry  Change of address  Renewal  Change/add earned income  Semi-annual renewal  Request Application  Other/misc.  Appointment/interview request OIM Helpline and Corre-  Default Business Result –  Renewal of benefits spondence an error or omission in sub-  Reconsideration – occurs when an mitting subject matter code applicant or recipient does not  Transfer to Customer Ser- complete all requirements vice Center  COMPASS Login Issues  Status of Application  Other COMPASS Issues  OMAP Billing Questions  Adult Medical Assistance  Semi-Annual Reporting  Benefit Status Form  How to Apply  Late/Incomplete Notice  LIHEAP when the semi-annual re-  Miscellaneous port is not returned or is incomplete LIHEAP Hotline  Issues with LIHEAP

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Exhibit 50

Call Volume – Department of Human Services Office of Income Maintenance

OIM Customer OIM Helpline Service Center and Correspondence LIHEAP Hotline a/ FY 2016-17 July 176,973 11,637 August 212,093 12,143 September 208,343 10,084

October 208,825 10,541 17,222 November 214,680 9,720 23,478 December 208,817 10,281 17,680 January 224,199 11,318 16,786 February 184,054 9,841 13,777

March 193,770 10,326 13,928 April 167,525 9,059 1,947 May 192,432 9,868 June 183,109 10,212 Total: 2,374,820 125,030 104,818 FY 2017-18 July 158,338 7,418 August 152,286 13,079 September 148,411 12,801 October 173,369 14,577 18,628 November 181,497 14,381 21,604 December 174,958 12,839 18,592 January 200,035 13,895 17,817 February 152,439 13,086 17,937 March 158,041 13,475 16,273 April 172,133 12,601 4,150 May 201,070 11,369 June 193,485 10,870 Total: 2,066,062 150,391 115,001 FY 2018-19 July 210,505 11,221 August 222,437 11,242 September 209,116 7,568 287 October 266,548 10,269 17,599 November 251,679 8,440 15,720 December 250,117 7,767 10,589 January 307,020 9,087 15,044 February 202,689 7,131 12,204 March 244,900 9,013 14,923

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Exhibit 50 Continued

April 238,111 8,526 6,434 May 237,980 9,742 June 225,029 9,057 Total: 2,866,131 109,063 92,800 a/ The LIHEAP hotline is operational only from October through May.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 51

Average Wait Time – Department of Human Services Office of Income Maintenance (MIN:SEC)

OIM Customer OIM Helpline Service Center and Correspondence LIHEAP Hotline a/ FY 2016-17 July 00:39 07:39 August 00:40 03:50 September 00:39 05:39 October 00:53 05:12 03:27 November 01:13 06:14 02:18 December 01:04 04:49 00:55 January 01:11 05:41 00:17 February 00:34 04:52 00:09 March 00:19 04:08 00:40 April 00:14 03:03 00:05 May 00:13 02:19 June 00:12 02:10 FY 2017-18 July 00:31 10:22 August 00:23 17:04 September 00:18 14:40 October 00:22 21:47 09:18 November 00:33 33:31 10:15 December 00:56 34:42 05:22 January 01:13 40:30 08:11 February 00:38 32:31 03:14 March 00:40 32:17 01:33 April 00:54 32:58 05:37 May 00:47 01:15 June 00:52 01:20

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Exhibit 51 Continued

FY 2018-19 July 01:14 01:20 August 01:02 01:23 Septem- ber 01:29 00:55 15:44 October 02:38 06:16 14:46 November 02:59 09:11 17:22 December 06:29 07:31 07:29 January 04:16 07:48 01:11 February 01:32 09:08 01:27 March 02:02 10:38 01:10 April 01:06 07:46 00:47 May 01:16 02:55 June 01:24 03:36 a The LIHEAP hotline is operational only from October through May.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 52

Annual Operating Costs – Department of Human Services Office of Income Maintenance

OIM Customer OIM Helpline and FY Service Center Correspondencea/ 2016-17 $31,751,216 $2,117,918 2017-18 32,461,224 1,879,056 2018-19 33,806,998 1,949,250 a/ Includes operating costs for both the OIM Helpline and the LIHEAP Hotline. Costs cannot be separated.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Office of Developmental Programs

The Office of Developmental Programs (ODP) has three hotlines: ODP Customer Service Line, ODP Claims Reso- lution, and the Bureau of Supports for Autism and Spe- cial Populations Services Helpline, which are all agency run. All three hotlines are operational Monday through Friday with varying operating hours, and require seven full-time employees and five part-time employees. None of the hotlines provide an opportunity for customer

Page 91 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

feedback. The ODP Claims Resolution Helpline has no optional services.

DHS was not able to provide operational costs for ODP hotlines. Call disposition was not available for the ODP Claims Resolution Helpline and unavailable by month for the other two lines. ODP does not track average wait times or county of origin, with the exception of the Bu- reau of Supports for Autism and Special Populations Helpline, which only tracks county of origin if the information is included in a voicemail. Subject matter and call disposition are not tracked by month.

NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Exhibit 53

Basic Information – Department of Human Services Office of Developmental Programsa/

No. Con- Opportunity Staff- tracted/ Operating for Customer Appropriation/ Hotline FT & PT Agency Hours Feedback Funding Monday- Friday General Gov- ODP Customer Service Line 2 FT 8:30 AM to ernment Opera- 1-888-565-9435 1 PT Agency 4 PM No tions Monday- Thursday 8:30 AM to ODP Claims Resolution Help- 12 PM General Gov- line 3 FT 1 PM to ernment Opera- 1-866-386-8880 3 PT Agency 3:30 PM No tions Bureau of Supports for Autism Monday- & Special Populations Services Friday General Gov- b/ Helpline 2 FT 8:30 AM to ernment Opera- 1-866-539-7689 1 PT Agency 4:30 PM No tions a/ No information on operational costs is available. b/ Both FT and PT staff have other responsibilities in addition to responding to calls.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Exhibit 54

Optional Services – Department of Human Services Office of Developmental Programs

Translation Services for Tex- Website Mobile De- Hotline Services Deaf/HoH ting Search vice Apps ODP Customer Service Line Yes Yes No Yes Yes ODP Claims Resolution Helpline No No No No No Bureau of Supports for Autism & Special Populations Services Helpline Yes Yes No Yes No

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 55

Subject Matter – Department of Human Services Office of Developmental Programsa/

Hotline Subject Matter  Provider enrollment  Obtaining ODP services ODP Cus-  Non-urgent complaints about ODP staff or tomer Service providers Line b/  Misdirected call –Not ODP  Timely filing/special handling inquiry – claims  Payments: EFT change, 837/835s that are not submitted timely according to  Regions: program exception inquiries CMS guidelines and are subject to manual re-  Policy view  Consumer eligibility  HCSIS: out of sync units d/  Non-ODP program  Billing: assistance with submission  HCSIS/PROMISe status e/  Billing: Adjustments/voids  Referred to ODP regional staff  Remittance advice assistance  Referred to support Coordinator/adminis-  Payments: missing trative entity ODP Claims  Electronic Visit Verification Implementation Resolution related Helplinec/  Claims denial/suspension explanations

a/ Subject matter not available by month. b/ Detailed numbers are not tracked. The four subjects listed here are typical/general subjects of calls taken by the ODP Customer Service Line. c/ ODP Claims Resolution does not track subject matter on a call by call basis. This is a general summary of the support and assistance that is offered to providers. d/ HCSIS (Home and Community Services Information System) is a case management system. Several programs us this system. e/ PROMISS (Provider Reimbursement and Operations Management Information System) is DHS’ payment and claims processing system.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Exhibit 56

Subject Matter – Department of Human Services Office of Developmental Programs Bureau of Supports for Autism & Special Populations Services Helplinea/

Subject Matter FY 2016-17 FY 2017-18 FY 2018-19 Interest in services for children, How to diagnose autism 24 49 39 Health professional calling for information or to refer (case worker, school nurse, psychiatrist, etc.) 130 193 122 Family member / individual calling for Bureau of Supports for Autism and Special Populations service (i.e. add to interest list) 844 710 630 Participant of Adult Autism Waiver or Adult Community Au- tism Program calling with questions 66 94 109 Unsure reason for call; didn't leave on message 86 187 76 Mini-grant / Looking for temporary funding for things like summer camps, etc. 3 4 4 Needs support services such as housing, respite, support groups, Medical Assistance, Social Security, etc. 11 42 29 Interested in training/educational opportunities /quiz reset 52 67 54 Wants to become a provider 39 102 93 a/ Totals by month were not available.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 57

Disposition of Calls – Department of Human Services Office of Developmental Programsa/

Hotline Call Disposition ODP Customer Service Line  Calls resolved by Customer Service Staff  Calls referred to appropriate ODP Regional Office or applica- ble subject matter expert for response  Calls referred to other DHS Program Office / Not related to ODP  Calls terminated by caller prior to discussion about subject / resolution ODP Claims Resolution Help- line Disposition of calls is not tracked

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Exhibit 57 Continued

Bureau of Supports for Au-  Add an individual to the interest list for the Adult Autism tism & Special Populations Waiver or Adult Community Autism Program (up until 1/1/20 Services Helpline only)  Answered inquiry questions regarding services offered to individuals with autism in PA including Adult Autism Waiver or Adult Community Autism Program  Referral to services outside of BSASP such as Medical Assis- tance, housing options, other home and community based services, etc.  Referral to the ASERT collaborative b/  Referral to specific Bureau of Supports for Autism and Special Populations staff or providers  Referral to training opportunities or provider enrollment resources a/ Call disposition not available by month. b/ The ASERT collaborative is the Autism Service, Education, Resources and Training collaborative which is a statewide initiative funded by ODP that provides access to information on autism.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 58

Average Wait Time – Department of Human Services Office of Developmental Programs

Hotline Average Wait Time ODP Customer Service Line Calls are responded to immediately or by the end of the next business day. ODP Claims Resolution Help- ODP Claims Resolution does not track wait times. If a caller is on hold line due to all agents being busy, providers are given the option to leave a voicemail which is routed to an email box. Bureau of Supports for Au- This number is answered by an auto-attendant and not staffed by live tism & Special Populations personnel. All calls are returned within two weeks of the date of call. Services Helpline

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Exhibit 59

Call Volume – Department of Human Services Office of Developmental Programs a/

ODP Claims Resolution Bureau of Supports for Autism & Helplineb/ Special Populations Services Helpline FY 2016-17 July 77 August 66 September 63 October 55 November 88 December 75 January 128 February 119 March 150 April 108 May 153 June 179 Total: 1,261 FY 2017-18 July 127 August 104 September 111 October 161 November 135 December 101 January 118 February 90 March 123 April 147 May 123 June 98 Total: 1,438 FY 2018-19 July 98 August 91 September 94 October 103 November 87 December 181 79 January 203 98 February 163 110 March 199 122 April 242 92

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Exhibit 59 Continued

May 310 90 June 244 96 Total: 1,542 1,157 a/ ODP Customer Service Line does not track call volume, but ODP reports that it averages 50 calls per week. b/ Tracking of call volume began in December 2018.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 60

County of Origin – Department of Human Services Office of Developmental Programs

Hotline County ODP Customer Service ODP Customer Service line does not track county of origin. Line ODP Claims Resolution ODP Claims Resolution does not track county of origin. Providers can service Helpline multiple counties. Bureau of Supports for ODP provided some numbers that reflect the number of people/calls who Autism & Special Popu- left the county of residence on the BSASP voicemail. The majority of lations Services Help- voicemails received do not leave the county name on the message even line though they are asked to do so in the voicemail script.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 61

County of Origin – Department of Human Services Office of Developmental Programs – Bureau of Supports for Autism & Special Populations a/

County FY 2016-17 FY 2017-18 FY 2018-19 Adams 5 1 1 Allegheny 39 48 49 Armstrong 3 2 4 Beaver 0 1 4 Bedford 0 0 1 Berks 0 24 6 Blair 3 2 3 Bradford 0 0 0

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Exhibit 61 Continued

Bucks 21 26 25 Butler 7 10 18 Cambria 2 2 1 Cameron 0 0 0 Carbon 2 1 3 Centre 6 4 1 Chester 38 19 55 Clarion 0 0 1 Clearfield 1 2 0 Clinton 1 0 0 Columbia 1 1 1 Crawford 5 4 3 Cumberland 32 42 25 Dauphin 50 50 27 Delaware 20 4 22 Elk 2 0 0 Erie 4 7 4 Fayette 5 3 3 Forest 0 0 0 Franklin 2 8 2 Fulton 0 0 0 Greene 0 1 0 Huntingdon 0 0 0 Indiana 0 3 2 Jefferson 1 0 2 Juniata 0 0 0 Lackawanna 6 3 9 Lancaster 56 52 45 Lawrence 2 3 6 Lebanon 12 7 3 Lehigh 15 21 6 Luzerne 0 2 4 Lycoming 2 0 1 McKean 0 0 0 Mercer 5 1 1 Mifflin 1 0 0 Monroe 5 15 6 Montgomery 18 23 32 Montour 0 1 0 Northampton 3 5 7

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Exhibit 61 Continued

Northumberland 1 1 5 Perry 2 0 0 Philadelphia 26 37 59 Pike 0 6 3 Potter 0 0 0 Schuylkill 1 0 4 Snyder 1 2 3 Somerset 4 2 2 Sullivan 0 0 0 Susquehanna 1 1 0 Tioga 1 0 0 Union 0 0 0 Venango 0 0 1 Warren 1 0 2 Washington 2 8 5 Wayne 2 0 1 Westmoreland 10 12 16 Wyoming 0 0 0 York 20 12 14 Total: 447 479 498 a/ These numbers reflect the number of people/calls who included the county of residence on the BSASP voicemail. The majority of voicemails received do not include the county name on the message even though callers are asked to do so in the voicemail script.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Office of Children, Youth, and Families

The nine hotlines that are operated within the Office of Children, Youth and Families (OCYF) are both contracted out and agency operated. Most lines are available Monday through Friday, with the Childline Hotline and the Safe Haven Helpline open on a 24/7 basis. In FY 2018-19, costs to operate all lines were $10,284,442, and required 170 full-time and 13 part-time employees.

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The KinConnector Helpline (1-866-KIN-2111) is an active OCYF helpline, however, this helpline was only operational as of the 2019-20 fiscal year; and no data was included in the report because it is outside the scope of HR 2019-507.

Please note that while DHS does not collect county of origin data, the SWAN Helpline collects data by region only and the Safe Haven sometimes captures county of origin.

NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Basic Information Exhibits

Exhibit 62

Basic Information – Department of Human Services Office of Children, Youth, and Families

No. Opportunity for Cost of Staff- Contracted/ Operating Customer Appropriation/ Hotline Hotline FT & PT Agency Hours Feedback Funding FY 2018-19 CWIS Support Contracted Monday–Friday Center 1-877-343-0494 / 29 FT Through 8 AM to a/ 1-877-371-5422 8 PT 2/1/2021 6 PM Yes OCYF Fund $2,072,728 Community Based Child Abuse Prevention Monday-Friday (federal grant) & PFSA 7 AM to County Child b/ 1-800-448-4906 10 FT Contracted 4:30 PM Yes Welfare 21,863 ChildLine Hotline General Govern- 1-800-932-0313 90 FT Agency 24/7 No ment Operations 6,042,617 Child Abuse Certifications/ Child Care & Background Monday-Friday Developmental Checks 1-877-371-5422 / 8 AM to Fund Block 1-717-783-6211 32 FT Agency 5 PM No Grand and GGO 1,672,297

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Exhibit 62 Continued

State Adoption Assistance Monday-Friday Promoting SWAN Helpline 8:30 AM to Safe & Stable c/ 1-800-585-SWAN 5 FT Contracted 4:30 PM Yes Families 388,853 Safe Haven Promoting Helpline 3 FT Safe & Stable d/ 1-866-921-SAFE 5 PT Contracted 24/7 Yes Families 16,320 State Adoption Assistance SWAN LSI Monday-Friday Promoting Safe Warmline 1-888-793-2512 9 AM to & Stable Or 1-717-231-5376 1 FT Agency 5 PM No Families 69,764

a/ Callers are offered the opportunity to take a phone survey following their calls. b/ Feedback regarding calls can be provided to PFSA on its website via a written comment under the “Contact Us” section. c/ Families interested in becoming a foster or adoptive family, and who give permission receive follow-up calls at three month intervals from Helpline staff as they navigate the foster/adoption process. For families that call the SWAN Helpline who are interested in receiving SWAN Post-permanency services, follow-up surveys are done at 14 days, three and six months through the SWAN program, not Helpline staff. d/ Callers can call and leave a message with their feedback. Additionally, they can email feedback to our general email address.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 63

Optional Services – Department of Human Services Office of Children, Youth, and Families

Mobile Translation Services for Website Device Hotline Services Deaf/HoH Texting Search Apps CWIS Support Center - Tier One Yes Yes No No No PSFA Yes No Yes Yes No ChildLine Hotline Yes Yes No Yes Yes Child Abuse Certifications/Back- ground Checks Yes Yes No Yes Yes SWAN Helpline Yes Yes No Yes No Safe Haven Helpline Yes Yes No Yes No SWAN LSI Warmline No No No No No

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Subject Matter Exhibits

Exhibit 64

Subject Matter – Department of Human Services Office of Children, Youth, and Families Subject Matter – CWIS Support Center

CWIS Tech- Investigation/ DHS Referral nical Clearance Assessment Administration Technical Other Intake FY 2016-17 July 7,583 1,637 32 19 1 33 30 August 9601 2497 67 11 4 48 29 September 8,596 2,457 27 0 0 45 27 October 8,838 2,503 22 2 2 42 35 November 6,769 1,860 20 3 1 20 24 December 5,834 1,751 17 4 0 29 24 January 7,319 1,979 22 5 1 38 29 February 7,060 1,259 22 1 2 31 15 March 9,517 1,132 26 1 1 4 25 April 7,994 949 22 0 2 10 25 May 9,603 1,141 17 0 3 6 18 June 8,932 983 17 1 3 13 24 Total: 97,646 20,148 311 47 20 319 305 FY 2017-18 July 7,827 768 18 0 2 12 10 August 10,982 1,096 20 0 7 10 12 September 10,603 1,033 14 0 1 9 8 October 10,260 1,127 28 0 5 7 16 November 7,633 740 14 0 1 8 9 December 6,236 659 11 0 1 13 8 January 9,464 740 22 0 1 8 14 February 8,223 822 13 0 0 11 13 March 9,529 918 15 0 2 3 13 April 10,488 1,059 20 0 2 3 11 May 2,871 363 9 0 3 0 1 June 7,933 696 12 1 15 0 0 Total: 102,109 10,021 196 1 40 84 115 FY 2018-19 July 7,947 384 11 0 0 0 0 August 11,107 276 17 1 4 0 0 September 8,505 185 8 0 4 0 0 October 9,449 181 8 0 0 0 0 November 6,097 11 20 3 0 0 0 December 5,566 77 6 0 0 0 0 January 7,873 85 11 0 1 0 0

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Exhibit 64 Continued

February 6,707 57 1 0 0 0 0 March 9,751 57 12 0 0 0 0 April 11,651 64 10 0 0 0 0 May 11,415 74 1 0 1 0 0 June 10,066 33 2 0 0 0 0 Total: 106,134 1,484 107 4 10 0 0

Additional Exhibit Information

Records Tier 1 Workload Policy/ Reports Check Appeals Support Hotline Dashboard Legislation FY 2016-17 July 2 1 2 0 0 0 0 August 9 3 0 0 0 1 0 September 3 1 2 0 0 0 0 October 1 0 1 0 0 0 0 November 2 0 0 0 0 0 1 December 8 1 0 0 0 0 0 January 4 0 0 0 0 1 0 February 2 0 0 0 0 1 0 March 2 0 0 0 0 0 0 April 1 0 0 0 0 0 0 May 0 0 0 0 0 0 0 June 2 0 0 0 0 0 0 Total: 36 6 5 0 0 3 1 FY 2017-18 July 0 0 0 0 0 0 0 August 0 1 2 0 0 0 0 September 2 0 1 0 0 0 0 October 1 2 0 0 0 0 0 November 0 1 0 0 0 0 0 December 0 2 0 0 0 0 0 January 1 3 0 0 0 0 0 February 1 0 0 0 0 0 0 March 1 1 0 0 0 0 0 April 2 0 0 0 0 0 0 May 0 1 0 0 0 0 0 June 0 0 1 1 5 0 0 Total: 8 11 4 1 5 0 0 FY 2018-19 July 1 1 0 1 1 0 0 August 1 0 0 1 5 0 0 September 2 1 0 1 5 5 0

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Exhibit 64 Continued

October 0 0 0 0 3 2 0 November 0 1 0 0 1 1 0 December 1 0 0 1 1 2 0 January 0 0 0 0 2 1 0 February 2 0 0 0 1 1 0 March 0 0 1 0 3 0 0 April 0 0 0 0 3 1 0 May 0 0 0 0 4 0 0 June 0 0 1 0 8 0 0 Total: 7 3 2 4 37 13 0

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 65

Subject Matter – Department of Human Services Office of Children, Youth, and Families SWAN Helpline

SWAN Foster Care/ International Post Permanency Ser- Adoption Adoption Foster Care Adoption vices FY 2016-17 July 614 51 74 9 332 August 554 57 88 2 316 September 551 71 99 7 292 October 636 43 75 3 334 November 704 61 58 2 232 December 641 79 68 4 239 January 681 105 78 6 331 February 787 54 82 10 312 March 879 88 110 7 385 April 701 72 96 5 362 May 839 71 138 18 460 June 704 61 119 9 294 Total: 8,291 813 1,085 82 3,889 FY 2017-18 July 921 42 48 9 144 August 957 49 57 12 419 September 247 69 91 5 399 October 334 71 137 20 270 November 211 54 10 29 392 December 149 34 122 12 204 January 249 53 151 14 251 February 164 43 114 16 337

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Exhibit 65 Continued

March 181 51 131 4 329 April 172 44 108 11 298 May 150 38 84 12 397 June 121 23 108 13 324 Total: 3,856 571 1,161 157 3,764 FY 2018-19 July 138 31 42 2 365 August 86 30 42 10 354 September 105 25 37 4 379 October 106 26 38 7 369 November 115 24 25 4 328 December 90 16 24 11 240 January 125 32 30 14 429 February 95 42 14 7 271 March 154 38 49 4 413 April 147 43 61 10 425 May 109 51 59 11 358 June 130 56 53 11 359 Total: 1,400 414 474 95 4,290

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 66

Subject Matter – Department of Human Services Office of Children, Youth, and Families Safe Haven Helplinea/

Subject Subject Subject Subject FY 2016-17 July Brochures Information on Basic information on August surrendering child hotline Language ability Financial assis- Substance abuse of September tance Terminating pregnancy pregnant woman Where to donate October baby clothing Employment veri- November fication Hang up Confirming hotline December is operational Adoption information Donation of baby Help for child January formula Brochures and supplies Medical marijuana over 28 days

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Exhibit 66 Continued

Confirming hotline op- February Brochures erational Hang up Basic information Understanding Finding and or- March on hotline Getting birth certificate Safe Haven Laws phaned sibling Understanding April Safe Haven Laws Adoption information Hospital trying to May Parenting classes Brochures and supplies Adoption locate crib Understanding Safe Ha- June Adoption ven Laws FY 2017-18 Understanding Safe Ha- Brochures and July Adoption ven Laws supplies August Brochures Adoption Information Confirming hotline September operational Brochures and supplies October Brochures Crisis Pregnancy Understanding Confirming hotline op- November Safe Haven Laws erational Help for child over 28 December Grief days Understanding Terminating preg- January Safe Haven Laws Adoption Information Health Care nancy Understanding How to help Safe Ha- February Safe Haven Laws ven Mission March Brochures Volunteering Legal Counseling Police: where to Finding hospital to take April take baby baby Understanding Safe Ha- May Brochures ven Laws Child Abuse Understanding Safe Ha- June Many hang-ups ven Laws Foster parenting FY Y2018-19 Financial Assis- tance for pregnant Understanding Safe Ha- Confirm hotline July family member ven Laws operational Understanding Safe Ha- August Housing needs ven Laws Understanding September Safe Haven Laws Financial assistance Finding hospital to take October Child abuse baby Housing Brochures

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Exhibit 66 Continued

Hospital wanting to be Safe Haven November drop off Brochures and supplies Confirming hotline Complaint against December operational Brochures and supplies child care provider Understanding January Safe Haven Laws Brochures and supplies Child abuse Issues with Face- February book and children Hang up Understanding Safe March Find a safe haven Health care Haven Laws Crisis Intervention Understanding Adult education Child with mental April Safe Haven Laws Child abuse programs health needs May Child abuse Human trafficking Legal counseling Weather Confirming hotline Understanding Safe Ha- Mental health is- June operational ven Laws sues a/ There is limited subject matter for this hotline because of lower call volume, which was 176 calls for the three specified fiscal years.

Source: Developed by LBFC staff with information provided by the Department of Human Services

Exhibit 67

Subject Matter – Department of Human Services Office of Children, Youth, and Families Other Hotlinesa/

Program Subject Matter 80 percent of calls are associated with mandated reporter training or the child welfare system at large; 20 percent of calls are requests for educational materials, other training offered through PFSA such as ACT Raising Safe Kids and Families in Recovery and general questions about needing PFSA services. ChildLine Hotline Suspected child abuse allegations Child Abuse Certifications/Background Checks Inquiries related to clearance processing a/ DHS does not maintain subject matter for these hotlines by month. The information presented represents the subject matter for fiscal years 2016-17, 2017-18, or 2018-19, combined.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Exhibit 68

Subject Matter – Department of Human Services Office of Children, Youth, and Families Subject Matter – SWAN LSI Warmline (LEGAL)a/

TPR Proc/ Adoption Vol General Adoption Assistance CPSL Dependency ICWA Relinquishment Legal FY 2016-17 July 11 0 0 5 0 6 8 August 4 0 2 4 0 1 7 September 5 0 1 9 0 1 9 October 12 0 1 3 0 2 7 November 4 1 2 4 1 4 10 December 12 0 1 5 0 2 9 January 12 0 1 4 1 2 9 February 6 0 2 1 3 2 12 March 9 1 1 9 0 6 9 April 3 1 0 3 1 6 10 May 6 1 3 3 0 3 12 June 6 0 1 8 0 2 11 Total: 90 4 15 58 6 37 113 FY 2017-18 July 8 0 0 6 0 5 7 August 9 0 0 4 1 5 15 September 8 1 0 3 2 7 12 October 9 0 0 4 1 7 15 November 4 0 0 9 0 4 15 December 4 1 0 3 0 1 12 January 3 0 0 5 0 1 20 February 2 2 1 4 0 1 7 March 9 1 2 1 1 15 April 6 0 1 6 0 2 12 May 7 0 0 6 1 4 15 June 4 0 0 8 0 2 14 Total: 73 5 2 60 6 40 159 FY 2018-19 July 4 0 0 4 1 3 12 August 8 1 0 10 0 3 13 September 8 1 0 0 0 0 20 October 7 1 1 3 0 2 28 November 3 0 1 0 0 2 28 December 2 2 0 1 0 1 19 January 8 1 1 8 0 6 15 February 8 0 0 2 0 3 23 March 7 0 0 5 1 3 17

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Exhibit 68 Continued

April 8 1 0 3 1 3 14 May 3 4 0 3 0 1 15 June 4 2 0 1 0 1 11 Total: 70 13 3 40 3 28 215

a/ Acronyms is this exhibit are as follows: CPSL – Child Protective Services Law; ICWA – Indian Child Welfare Act; TPR – Termination of parental rights; PAIR – Pennsylvania Adoption Information Registry.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 69

Subject Matter – Department of Human Services Office of Children, Youth, and Families Subject Matter – SWAN LSI Warmline (SEARCH)

Search for Search for Search for Medical PAIR Genealogy Birth Parents Birth Child Sibling Information Informationa/ (Relatives) Other FY 2016-17 July 52 2 4 0 1 0 4 August 35 1 3 0 1 3 4 September 31 3 3 0 0 0 7 October 30 2 1 3 0 5 November 15 2 2 0 1 0 4 December 29 3 7 0 0 0 5 January 26 3 0 2 0 0 9 February 57 5 2 0 1 0 8 March 43 0 2 0 2 0 8 April 36 2 1 0 3 0 5 May 41 3 4 0 1 0 5 June 35 2 2 0 2 0 14 Total: 430 28 31 2 15 3 78 FY 2017-18 July 50 2 2 0 0 0 6 August 39 0 2 0 0 0 7 September 23 2 2 0 0 0 8 October 37 3 0 2 2 0 2 November 59 1 3 0 2 0 4 December 50 3 3 0 2 2 3 January 63 1 4 0 2 0 4 February 32 1 6 0 0 0 1 March 25 1 4 0 0 0 11 April 46 2 12 0 4 0 5 May 61 2 9 0 11 0 8 June Total: 485 18 47 2 23 2 59

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Exhibit 69 Continued

FY 2018-19 July 38 11 1 0 5 5 7 August 43 18 0 0 4 0 3 September 31 8 4 0 2 0 3 October 41 5 6 0 7 0 5 November 25 2 6 0 0 0 8 December 26 4 3 0 0 0 9 January 52 6 10 0 3 0 8 February 38 6 2 0 1 0 4 March 34 4 2 0 0 0 4 April 25 6 4 0 0 0 21 May 43 4 3 0 0 0 7 June 33 1 1 0 0 0 5 Total: 429 75 42 0 22 5 84

a/Calls may lead to referral to county for medical information.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Disposition of Calls Exhibits

Safe Haven uses a satisfaction scale for the disposition of calls. DHS listed Very Satisfied for all but one month of the three fiscal years’ information; with a few other answers in the other months. The scale is:

o Very Satisfied o Somewhat satisfied o Content o Somewhat unsatisfied o Unmet need.

According to DHS, all calls include either a note about the call or the referral given to the caller that would demonstrate how the call was handled.

Page 110 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines

Exhibit 70

Disposition of Calls – Department of Human Services Office of Children, Youth, and Families CWIS Support Centera/

Total Ser- Total Total Incidents Total Service Total Total vice Now Incidents – – Disposition Now Requests – Requests – Incidents Disposition Closed/ Requests Disposition Disposition Created Open Resolved Created Open Closed FY 2016-17 July 8,880 0 8,880 N/A N/A N/A August 11,587 0 11,587 N/A N/A N/A September 10,563 0 10,563 N/A N/A N/A October 10,863 0 10,863 N/A N/A N/A November 8,474 0 8,474 N/A N/A N/A December 7,649 0 7,649 N/A N/A N/A January 9,277 0 9,277 N/A N/A N/A February 8,014 0 8,014 N/A N/A N/A March 10,107 0 10,107 N/A N/A N/A April 8,482 0 8,482 N/A N/A N/A May 9,784 0 9,784 N/A N/A N/A June 8,839 0 8,839 N/A N/A N/A Total 112,519 0 112,519 N/A N/A N/A FY 2017-18 July 7,708 0 7,708 N/A N/A N/A August 10,394 0 10,394 N/A N/A N/A September 9,559 0 9,559 N/A N/A N/A October 9,532 1 9,531 N/A N/A N/A November 7,009 7 7,002 N/A N/A N/A December 5,828 15 5,813 N/A N/A N/A January 8,752 23 8,729 N/A N/A N/A February 7,711 21 7,690 N/A N/A N/A March 8,900 15 8,885 N/A N/A N/A April 10,032 25 10,007 N/A N/A N/A May 9,968 33 9,935 0 0 0 June 8,705 1 8,704 431 154 277 Total: 104,098 141 103,957 431 154 277 FY 2018-19 July 8,294 0 8,294 2,137 13 2,124 August 11,348 0 11,348 2,464 13 2,451 September 8,652 0 8,652 1,851 11 1,840 October 9,615 0 9,615 2,365 12 2,353 November 6,180 0 6,180 1,486 9 1,477 December 5,606 0 5,606 1,133 3 1,130 January 7,925 3 7,922 1,598 0 1,598

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Exhibit 70 Continued

February 6,734 137 6,597 1,421 3 1,418 March 9,674 8 9,666 1,837 0 1,837 April 11,596 15 11,581 1,631 0 1,631 May 11,396 5 11,391 1,704 0 1,704 June 10,034 21 10,013 1,598 0 1,598 Total: 107,054 189 106,865 21,225 64 21,161

a/ Service Now is the Commonwealth’s Incident Management System. A “ticket” is created for every call received by the CWIS Support Center, and documents the problem/issue/question presented by the caller. All tickets, prior to the upgrade of the Service Now system, were classified as ‘Incidents.’ However, when the Service Now system was up- graded in May 2018 the enhancements to the system allowed a ticket to be classified as either a ‘Request’ or an ‘Inci- dent’. N/As in this exhibit were prior to the system upgrade. The majority of tickets are still documented as ‘Inci- dents,’ as incidents are appropriately used to capture problems/issues. However, if a call does not include a reported issue with the IT System and the caller is simply asking a question or making a request (i.e. caller requests a refund for Clearance payment codes, or requests their Clearance result be expedited), the ticket may be classified as a ‘Request.’’

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 71

Disposition of Calls – Department of Human Services Office of Children, Youth, and Families ChildLine Hotline

General Child Law Complaint Protective Protective Enforcement Regarding Services Information Services Supplemental Officials Referral Referral Onlya/ Referral Referral Referrals Source Protective FY 2016-17 July 4,769 183 1,996 800 732 248 1 August 5,375 3,568 2,132 952 749 350 7 September 6,516 3,890 2,759 1,288 980 308 5 October 6,517 3,745 2,832 1,192 999 281 4 November 6,119 3,699 2,721 1,231 973 278 7 December 5,775 3,686 2,436 1,055 947 259 7 January 6,851 3,757 3,032 1,192 1,071 309 4 February 6,462 3,630 2,863 1,298 957 316 1 March 7,539 4,138 3,251 1,413 1,236 348 7 April 6,479 3,708 2,813 1,228 1,098 330 6 May 7,496 4,366 3,309 1,439 1,310 392 6 June 5,855 3,951 2,461 1,008 942 404 5 Total: 75,753 42,321 32,605 14,096 11,994 3,823 60 FY 2017-18 July 5,435 3,681 2,147 879 832 426 7 August 5,876 4,008 2,123 970 830 417 8 September 6,834 3,706 2,797 1,209 1,092 343 2

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Exhibit 71 Continued

October 7,638 3,688 2,998 1,363 1,307 358 4 November 6,763 3,542 2,788 1,306 1,057 343 2 December 6,133 3,235 2,434 1,142 1,073 285 6 January 7,083 3,658 2,681 1,201 1,142 338 8 February 6,708 3,297 2,646 1,304 1,183 327 3 March 7,364 3,929 2,859 1,371 1,100 340 6 April 7,321 4,007 2,908 1,392 1,273 350 5 May 7,822 4,372 3,219 1,497 1,404 327 4 June 5,556 3,689 2,092 973 960 364 3 Total: 80,543 44,812 31,692 14,607 13,253 4,218 58 FY 2018-19 July 5,727 3,567 1,836 934 927 351 5 August 6,220 3,874 2,018 1,099 1,124 431 7 September 7,280 3,529 2,355 1,379 1,123 352 5 October 8,228 3,991 2,764 1,589 1,435 401 5 November 6,824 3,236 2,307 1,306 1,093 340 2 December 6,437 3,181 2,065 1,129 931 311 4 January 7,574 3,409 2,416 1,384 1,328 374 6 February 6,555 3,353 2,275 1,282 1,193 348 3 March 7,487 4,101 2,608 1,408 1,400 408 5 April 7,690 3,715 2,628 1,502 1,335 403 8 May 8,122 4,362 2,763 1,622 1,530 414 4 June 6,068 3,559 1,905 1,077 915 459 5 Total: 84,212 43,877 27,940 15,711 14,334 4,592 59

a/ August 2016 was the first full month for collection of Information Only referral types, with July being only a partial month.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 72

Disposition of Calls – Department of Human Services Office of Children, Youth, and Families Child Abuse Certifications/Background Checksa/

CVU – FBI Ad- Care Check FBI min FBI Assist FY 2018-19 July 203 3,124 31 14 August 476 3,550 27 16 September 518 2,822 22 6 October 599 3,437 18 8 November 424 2,738 26 1 December 338 2,231 10 0

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Exhibit 72 Continued

January 456 3,213 13 1 February 352 2,434 14 5 March 442 3,053 24 8 April 550 3,183 8 7 May 585 3,610 10 10 June 473 3,545 13 23 Total: 5,416 36,940 216 99 a/ Data for FYs 2016-17 and 2017-18 are not available; a system upgrade allowed for the collection of this information beginning in FY 2018-19.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 73

Disposition of Calls – Department of Human Services Office of Children, Youth, and Families SWAN Helpline

Incoming Calls Failed In- Incoming Calls Answered Answered by coming Total Outgoing by a Representativea/ Voicemailb/ Callsc/ Callsd/ FY 2016-17 July 589 48 319 588 August 594 42 10 675 Sep- tember 542 42 10 581 October 573 37 12 634 Novem- ber 636 37 5 632 Decem- ber 631 42 12 521 January 753 50 11 715 Febru- ary 932 96 22 694 March 1,019 85 23 891 April 839 80 16 673 May 929 140 23 954 June 891 106 27 625 Total: 8,928 805 490 8,183

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Exhibit 73 Continued

FY 2017-18 July 762 46 7 515 August 885 65 5 1,148 September 640 65 8 874 October 969 75 10 931 November 848 65 5 691 December 762 74 7 470 January 903 128 15 580 February 874 87 8 535 March 992 118 19 911 April 1,107 110 6 896 May 1,082 164 14 1,063 June 831 138 12 649 Total: 10,655 1,135 116 9,263 FY 2018-19 July 750 68 6 630 August 772 70 6 697 September 691 49 7 843 October 856 46 3 826 November 785 45 8 561 December 727 38 6 486 January 922 54 12 816 February 788 72 5 585 March 977 103 7 787 April 1,045 124 10 746 May 934 148 14 607 June 935 143 16 597 Total: 10,182 960 100 8,181 a/ Incoming call topics include: foster/adoption inquiries, post permanency referrals, child inquiries and SWAN Con- nect requests, legal/monetary, etc. b/ Voicemail is offered for callers to leave a message outside Helpline business hours; calls returned next business day. c /Network failures in telecom cloud or internal; (July 2017 known internal phone network failure, rectified promptly). d/ Outgoing call topics include: foster/adoption, post permanency, child inquiries, SWAN Connect requests, special project calls, follow-ups, legal/monetary, etc.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Call Volume Exhibit

Exhibit 74

Call Volume – Department of Human Services Office of Children, Youth, and Families a/

Child CWIS Abuse Safe SWAN Support ChildLine Cert/ SWAN Haven SWAN LSI Warmline Center Hotline BG b/ Helpline Helpline Warmline (Search) FY 2016-17 July 9,751 11,457 1,187 1 30 63 August 13,627 12,213 1,216 4 18 47 September 12,271 14,596 1,186 5 27 44 October 13,082 14,672 1,230 1 26 41 November 9,457 14,184 1,224 2 26 24 December 8,026 13,498 1,094 3 29 44 January 10,570 15,638 1,392 6 27 40 February 9,248 14,686 1,534 4 26 73 March 11,740 17,135 1,949 6 35 55 April 9,843 14,897 1,397 4 24 47 May 12,253 17,376 1,852 5 28 54 June 11,634 13,641 1,472 4 28 55 Total: 131,512 173,993 16,733 45 324 587 FY 2017-18 July 9,707 12,489 1,257 3 26 60 August 14,535 13,134 2,089 3 34 48 September 14,216 15,017 1,547 3 33 35 October 13,007 16,223 1,797 6 36 46 November 9,268 14,726 1,477 4 32 69 December 7,464 13,621 1,121 2 21 63 January 11,257 15,633 1,385 7 29 74 February 3,568 15,212 1,295 3 17 40 March 11,570 16,963 1,819 4 30 41 April 12,863 17,783 1,913 3 27 69 May 14,609 18,651 2,128 6 33 91 June 12,530 13,447 1,502 19 28 56 Total: 134,594 182,899 19,330 63 346 692 FY 2018-19 July 12,855 13,189 3,372 1,386 3 26 67 August 18,109 14,066 4,069 1,533 5 38 68 September 13,878 16,284 3,368 1,596 4 29 48 October 14,510 18,453 4,062 1,793 9 49 64 November 8,730 16,501 3,189 1,316 3 32 41 December 7,726 14,288 2,579 1,180 6 25 42 January 11,562 16,371 3,693 1,774 5 39 79

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Exhibit 74 Continued

February 9,460 15,604 2,805 1,296 3 36 51 March 11,972 18,911 3,527 1,768 8 33 44 April 14,029 18,280 3,748 1,815 9 30 46 May 14,013 18,829 4,215 1,483 8 26 57 June 12,623 13,405 4,054 1,460 5 19 40 Total: 149,467 194,181 42,861 18,400 68 382 647 a/ Call volume is not tracked for PFSA. DHS estimates approximately 18,000 calls annually. b/ Call volume not available for FYs 2016-17 and 2017-18; there was a system upgrade for FY 2018-19.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Average Wait Time Exhibit

Exhibit 75

Average Wait Time – Department of Human Services Office of Children, Youth and Families a/, b, c/, d/ (MIN:SEC)

CWIS Support Center ChildLine Child Abuse Certse/ Safe Haven Helpline FY 2016-17 July 00:24 00:44 00:05 August 01:27 00:32 00:06 September 00:41 00:32 00:05 October 01:25 00:40 00:05 November 00:55 00:37 00:05 December 00:22 00:35 00:04 January 01:30 01:03 00:05 February 00:38 00:43 00:04 March 00:50 00:49 00:06 April 00:30 00:40 00:05 May 00:28 00:58 00:08 June 00:32 00:42 00:10 FY 2017-18 July 00:21 00:46 00:08 August 02:03 00:32 00:04 September 02:17 00:43 00:04 October 00:34 00:42 00:05 November 00:23 00:47 00:05 December 00:12 00:04 January 00:41 01:10 00:04 February 00:39 01:25 00:05 March 00:49 01:34 00:05 April 00:48 00:06

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Exhibit 75 Continued

May 00:51 01:50 00:07 June 00:59 01:07 00:10 FY 2018-19 July 01:11 01:18 00:24 00:09 August 01:54 00:56 00:16 00:12 September 01:57 01:50 00:15 00:19 October 01:31 01:59 00:09 00:08 November 01:03 02:11 00:14 00:14 December 00:59 02:22 00:08 00:04 January 01:47 02:53 00:11 00:20 February 01:19 03:09 00:08 00:10 March 01:33 04:32 00:13 00:11 April 01:10 03:58 00:11 00:20 May 01:21 02:51 00:13 00:13 June 01:29 00:53 00:14 00:11 a/ PFSA: Wait time was not provided. Calls are answered directly by PFSA staff and then transferred to the appropriate PFSA staff as needed. Staff estimates that wait time is less than 20 seconds. b/ SWAN Helpline: Data not available. Currently, calls go directly to Helpline staff and there is no wait time. If no staff are available, calls go directly to voicemail instead of going into a queue to be answered. c/ SWAN LSI Warmline (Legal): Calls are answered during hours of operation. If call is not answered, voicemail is usually returned the same day. Legal questions are referred to a Legal Training Specialist for research and usually answered within a few days depending on the complexity of the question. Emails get an automatic response that says "Thank you for your inquiry to the Legal Services Warmline. Please be aware that we typically cannot provide an immediate response because research and consultation with other professionals are sometimes deemed necessary. However, if you face a deadline, such as an upcoming court hearing, please let us know and we will do our best to obtain an answer within that timeframe. " d/ SWAN Warmline (Search): Calls are answered during hours of operation. If call is not answered, voicemail is usually returned the same day. e/ Wait times are unavailable for FYs 2016-17 and 2018-19. A system upgrade for FY 2018-19 allowed this data to be captured.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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County of Origin Exhibits

Exhibit 76

County of Origin – Department of Human Services Office of Children, Youth and Families – SWAN Helpline

Region FY 2016-17 FY 2017-18 FY 2018-19 Northeast PA 1,020 1,137 1,079 NW & N Central PA 653 842 999 Southcentral PA 1,484 1,688 1,648 Southeast PA 2,868 3,482 2,779 Southwest PA 1,900 1,603 1,303 Outside PA 2,298 3,154 3,434 Outgoing Calls 8,183 9,263 8,181 Total: 18,406 21,169 19,423

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Annual Operating Costs - Exhibit

Exhibit 77

Annual Operating Costs – Department of Human Services Office of Children, Youth and Families By Fiscal Year

Hotline FY 2016-17 FY 2017-18 FY 2018-19 CWIS Support Center $2,683,577 $2,410,546 $2,072,728 ChildLine Hotline 5,550,699 6,223,292 6,042,617 PFSA 20,532 21,075 21,863 Child Abuse 1,163,488 1,745,230 1,672,297 Certifications/ Background Checks SWAN Helpline 383,207 407,890 388,853 Safe Haven 16,320 16,320 16,320 SWAN LSI Warmline 66,545 68,073 69,764

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Office of Child Development and Early Learning

OCDEL has two hotlines, the PAKIDS Helpline and CONNECT Helpline. Both hotlines are contracted and operate set hours Monday - Friday. An- nual operating costs in FY 2018-19 were $99,995 and required two full- time employees.

There are no average wait time exhibits for these hotlines since calls are answered live during office hours. Any voicemails are answered within two business days. There are also no call dispositions: calls from both OCDEL hotlines are considered "handled” and specific outcomes of the calls are not recorded.

NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Exhibit 78

Basic Information – Department of Human Services Office of Child Development and Early Learning

No. Opportunity Cost of Staff- Contracted/ Operating for Customer Appropriation/ Hotline Hotline FT & PT Agency Hours Feedback Funding FY 2018-19 PAKIDS Help- line Monday-Friday Funded by seven a/ 1-877-4PAKIDS 1 FT Contracted 8:30AM to 5PM Yes appropriations $58,713 CONNECT Infant/Toddler Helpline Monday-Friday Early b/ 1-800-692-7288 1 FT Contracted 8:30AM to 5PM No Intervention 41,282 a/ Child Care Services, SSBG - Child Care, CCDFBG - Child Care, Child Care Assistance, TANFBG - Child Care Assistance, CCDFBG - Child Care Assistance, Food Stamps-Child Care Assistance. b/ The CONNECT Line is also supported by an Education appropriation, (Preschool Early Intervention - IDEA 619) because it is a referral tool for both Human Services-funded and Education-funded services. There is a blending/braid- ing of funding so there is not an exact breakout by funding stream.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Exhibit 79

Optional Services – Department of Human Services Office of Child Development and Early Learning

Translation Services for Website Mobile Hotline Services Deaf/HoH Texting Search Device Apps PAKIDS Helpline Yes No No Yes No CONNECT Helpline Yes Yes No No No

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 80

Subject Matter – Department of Human Services Office of Child Development and Early Learninga/

Hotline Subject Matter PAKIDS Helpline Child care and other human services program referrals CONNECT Helpline Early intervention referral services a/ Subject Matter data not available by month.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 81

Call Volume – Department of Human Services Office of Child Development and Early Learning

PAKIDS Helpline CONNECT Helpline FY 2016-17 July 341 249 August 559 298 September 431 290 October 309 259 November 288 224 December 94a/ 200 January 270 294 February 264 321 March 340 310 April 318 280 May 407 329 June 426 296 Total: 4,047 3,350

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Exhibit 81 Continued

FY 2017-18 July 408 287 August 429 312 September 370 301 October 342 341 November 295 271 December 273 234 January 368 301 February 308 206 March 275 234 April 324 281 May 205 309 June 310 267 Total: 3,907 3,344 FY 2018-19 July 559 323 August 704 374 September 543 262 October 473 315 November 404 280 December 357 233 January 469 319 February 443 276 March 492 350 April 465 323 May 540 331 June 503 252 Total: 5,952 3,638 a/ Telephone line malfunction in December 2016.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 82

County of Origin – Department of Human Services Office of Child Development and Early Learning – 877-4PAKIDS

County FY 2016-17 FY 2017-18 FY 2018-19 Adams 10 9 12 Allegheny 314 287 313 Armstrong 8 6 8 Beaver 22 20 15 Bedford 1 1 0 Berks 42 61 83

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Exhibit 82 Continued

Blair 9 11 20 Bradford 10 6 28 Bucks 74 74 173 Butler 10 13 12 Cambria 14 19 30 Cameron 0 0 0 Carbon 14 9 25 Centre 5 5 7 Chester 54 40 83 Clarion 5 5 2 Clearfield 7 4 9 Clinton 1 2 5 Columbia 6 6 6 Crawford 3 4 10 Cumberland 47 44 84 Dauphin 78 79 205 Delaware 93 92 93 Elk 4 1 9 Erie 33 19 38 Fayette 7 6 31 Forest 0 0 1 Franklin 13 7 13 Fulton 1 1 0 Greene 1 0 3 Huntingdon 0 2 3 Indiana 8 8 21 Jefferson 5 5 10 Juniata 1 0 1 Lackawanna 21 30 39 Lancaster 57 54 56 Lawrence 7 4 19 Lebanon 16 11 20 Lehigh 84 74 118 Luzerne 57 69 125 Lycoming 12 8 10 McKean 4 4 11 Mercer 18 8 29 Mifflin 2 1 4 Monroe 31 32 66 Montgomery 102 107 92 Montour 2 1 0

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Exhibit 82 Continued

Northampton 44 54 114 Northumberland 11 10 13 Perry 12 24 28 Philadelphia 280 258 252 Pike 12 14 22 Potter 2 0 4 Schuylkill 14 7 22 Snyder 3 1 2 Somerset 3 3 5 Sullivan 0 1 1 Susquehanna 3 5 11 Tioga 6 8 8 Union 1 1 2 Venango 6 4 2 Warren 1 3 8 Washington 14 17 45 Wayne 4 4 11 Westmoreland 25 29 36 Wyoming 6 5 8 York 63 63 68 Total: 1,823 1,760 2,604

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 83

County of Origin – Department of Human Services Office of Child Development and Early Learning – CONNECT Line

County FY 2016-17 FY 2017-18 FY 2018-19 Adams 15 24 21 Allegheny 214 245 370 Armstrong 16 24 30 Beaver 41 54 58 Bedford 8 14 13 Berks 62 74 60 Blair 14 32 40 Bradford 15 7 12 Bucks 175 171 168 Butler 48 57 65 Cambria 18 42 38

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Exhibit 83 Continued

Cameron 0 1 1 Carbon 22 19 17 Centre 78 91 96 Chester 132 85 98 Clarion 9 11 12 Clearfield 9 26 13 Clinton 8 10 18 Columbia 32 29 49 Crawford 6 21 29 Cumberland 65 71 79 Dauphin 74 80 84 Delaware 205 191 210 Elk 7 5 1 Erie 36 49 59 Fayette 38 25 39 Forest 1 1 1 Franklin 19 23 11 Fulton 1 2 3 Greene 11 15 18 Huntingdon 7 12 25 Indiana 9 15 15 Jefferson 9 14 24 Juniata 8 5 15 Lackawanna 61 86 61 Lancaster 72 69 76 Lawrence 15 38 35 Lebanon 18 18 15 Lehigh 127 124 121 Luzerne 106 100 128 Lycoming 36 43 46 McKean 5 7 4 Mercer 26 39 62 Mifflin 23 13 29 Monroe 93 116 101 Montgomery 244 213 203 Montour 21 9 9 Northampton 97 91 91 Northumberland 66 51 41 Perry 14 14 14 Philadelphia 467 323 386 Pike 23 20 17

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Exhibit 83 Continued

Potter 3 2 1 Schuylkill 38 36 29 Snyder 13 12 19 Somerset 7 14 12 Sullivan 0 0 2 Susquehanna 19 17 12 Tioga 8 11 5 Union 11 14 20 Venango 15 20 20 Warren 2 4 10 Washington 33 44 57 Wayne 7 16 5 Westmoreland 56 40 75 Wyoming 8 8 2 York 112 117 114 Could not be collected 92 70 24 TOTAL: 3,350 3,344 3,638

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 84

Annual Operation Costs– Department of Human Services Office of Child Development and Early Learning

Fiscal Year PAKIDS Helpline CONNECT Helpline 2016-17 $54,000 $52,437 2017-18 56,000 42,177 2018-19 58,713 41,282

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Welfare Fraud Tipline (Office of Administration)

Annual operating costs for FY 2018-19 were $69,786. Operations are contracted on a 24/7 basis and require one full-time employee. There are no optional services. Subject matter for all calls was reported by DHS to be suspected provider and recipient fraud.

DHS did not report wait times for this hotline. Officials reported that calls are answered or sent to voicemail, and therefore wait time is mini- mal. DHS reported that county of origin is unknown.

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NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Exhibit 85

Basic Information – Department of Human Services DHS Welfare Fraud Tipline

Opportunity for Cost of No. Staff- Contracted/ Operating Customer Appropriation/ Hotlinea Hotline FT & PT Agency Hours Feedback Funding FY 2018-19 DHS Fraud Tipline 1-844- a/ b/ DHS-TIPS 1 FT Agency 24/7 No GGO $69,786 a /The hotline is staffed during BPI’s normal business hours of 8:00 AM to 4:00 PM. b/ This is DHS’ estimate for FY 2016-17 to 2018-19. We did not include a separate exhibit for costs of the hotline.

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 86

Optional Services – Department of Human Services DHS Welfare Fraud Tipline

Translation Services for Website Mobile Device Hotline Services Deaf/HoH Texting Search Apps DHS Fraud Tipline No No No No No

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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Exhibit 87

Disposition of Calls – Department of Human Services DHS Welfare Fraud Tipline

Required Potential Fraud Additional Tip Received Investigation FY 2016-17 July 36 32 August 30 29 September 39 8 October 37 24 November 31 26 December 28 18 January 49 5 February 54 15 March 39 23 April 33 8 May 37 8 June 35 28 Total: 448 224 FY 2017-18 July 27 14 August 28 14 September 33 24 October 29 16 November 23 12 December 24 16 January 33 25 February 15 8 March 20 12 April 19 17 May 13 9 June 18 11 Total: 282 178 FY 2018-19 July 21 9 August 27 12 September 12 6 October 36 19 November 5 1 December 8 0

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Exhibit 87 Continued

January 4 3 February 9 3 March 0 0 April 0 0 May 1 0 June 1 0 Total: 124 53

Source: Developed by LBFC staff with information provided by the Department of Human Services.

Exhibit 88

Call Volume – Department of Human Services DHS Welfare Fraud Tipline

Call Volume FY 2016-17 July 36 August 30 September 39 October 37 November 31 December 28 January 49 February 54 March 39 April 33 May 37 June 35 Total: 448 FY 2017-18 July 27 August 28 September 33 October 29 November 23 December 24 January 33 February 15

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Exhibit 88 Continued

March 20 April 19 May 13 June 18 Total: 282 FY 2018-19 July 21 August 27 September 12 October 36 November 5 December 8 January 4 February 9 March 0 April 0 May 1 June 1 Total: 124

Source: Developed by LBFC staff with information provided by the Department of Human Services.

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SECTION VI PENNSYLVANIA HOUSING FINANCE AGENCY

Overview

This section provides an overview of the Pennsylvania Housing Finance Agency (PHFA) mission and purpose along with the various health and human services hotlines PHFA operates or contracts with other entities to provide. It further identifies the services provided, staffing, cost and appropriations, operational hours, etc. of each hotline.

A. Mission and Purpose

The Pennsylvania Housing Finance Agency (PHFA) is a state-affiliated/quasi-state entity created by the Pennsylvania state legislature in 1972. PHFA provides capital for decent, safe, and affordable homes and apartments for older adults, low-and moderate-income Pennsylvanians and their families and individuals with special housing needs, with the goal of making Pennsylvania a better place to live while fostering community and economic development. PHFA accomplishes these functions through its mortgage program, investments in multifamily housing development, funding of community development projects, and its promo- tion of economic development across the Commonwealth.

PHFA operates and contracts with other entities to provide within the Commonwealth for the following two health and humans services hotlines/call centers:

 PHFA Customer Solutions Center (CSC) Hotline – 1- 855.U.Are.Home (827-3466) – The CSC hotline provides information about various refinance options for homeowners (i.e., Hous- ing Finance Agency conventional loan product, HFA Preferred (Lo MI) Loan).

The CSC hotline is also the contact number for PHFA customers who are in need of information on foreclosure prevention. A caller can also get information about the PHFA Homeowners’ Emergency Mortgage Assis- tance Program (HEMAP) that assists with delinquent mortgages once a lender has issued an Act 91 Notice that provides notice of an individual’s right to apply for a loan from HEMAP.

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The CSC hotline is designed and intended to be the PHFA point of first contact with its CSC staff who are trained to handle most inquires.24 Note, the PHFA also list the following information phone number for PHFA loan customers to address loan specific questions:

o Loan Servicing Division – 1-800-822-7375 – This number is primarily intended for PHFA loan customers who have specific questions about their loans and monthly mortgage statements. The number is also listed as an option with regard to getting information on foreclosure prevention and HEMAP. [Note: The PHFA CSC hotline staff also handle calls dealing with the same subject matter.]

 PAHousingSearch.com Call Center – 1-877-428-8844 – The PA- HousingSearch.com call center phone number is primarily only meant as a back-up contact resource in that PAHousingSearch.com is primarily designed as an online tool. PAHousingSearch.com serves as a point of contact for two purposes: 1) individuals seeking to locate housing or information on housing resources with regard to both rental housing and housing for sale and 2) property providers looking to register, update, or list a property.25

This primarily web-based resource helps guide individuals in their search for affordable housing and directs persons to resources such as the pre- pared renter program (PREP) that prepares individuals for lease signing and the tenant selection process. It also provides information about counseling and education programs/workshops (e.g., financial education workshops on numerous topics) to renters, home buyers, and home own- ers. It also directs people to counseling on mortgage delinquency, pre- venting foreclosure, and managing debt.

B. Data and Information

Although the PHFA hotlines had annual operating costs of $1.26 million in FY 2018-19, the hotlines are mainly self-funded through mortgage servicing revenue. The Customer Solutions Center (CSC) Hotline is agency- operated, with 12 full-time employees. PAHousingSearch.com is contracted to Socialserve, which serves an additional 29 states, plus the Dis- trict of Columbia.

24 CSC staff are instructed to forward any inquiries from Pennsylvania legislative offices to the PHFA’s Director of Gov- ernment Affairs. 25 The PAHousingSearch.com resource is maintained by Socialserve a partner of Emphasys Software (www.socialserve.com), which provides similar resources related to finding rental housing and/or housing for sale to 29 states (including Pennsylvania) and the District of Columbia. Socialserve is a national 501(c)(3) nonprofit operation.

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There is no data available for the PAHousingSearch.com, other than basic information and optional services. PHFA does not track county of origin or call disposition for either hotline.

NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Exhibit 89

Basic Information – PA Housing Finance Agency

Opportunity for Cost of No. Staff- Contracted/ Operating Customer Appropriation/ Hotline Hotline FT & PT Agency Hours Feedback Fundinga/ FY 2018-19 Monday-Fri- Customer day Solutions Center 8 AM to b/ 1-855.U.Are.Home 12 FT Agency 5 PM No Self-funded $1,000,000 Monday-Fri- day PA HousingSearch.com 34 FT 9 AM to c/ d/ e/ 1-877-428-8844 2 PT Contracted 8 PM Yes Self-funded 260,000

a/ PHFA lines are self-funded through mortgage servicing revenue. b/ PHFA estimated that the total cost is $1 million per year. c/ Socialserve staff covers 29 states and the District of Columbia. d/ Customer feedback can be provided either by calling the toll-free number (877-428-8844) or by emailing Social Serve ([email protected]) directly. Both the email address and toll-free numbers are included at the bottom of the PAHousingSearch website. e/ $260,000 is PHFA’s cost for its contract with Socialserve, which is for administrative costs for the PAHous- ingSearch.com website. The hotline is incidental to the contract and serves 29 states and the District of Columbia. No specific costs are available for the hotline alone.

Source: Developed by LBFC staff with information provided by the Pennsylvania Housing Finance Agency.

Exhibit 90

Optional Services – PA Housing Finance Agency

Mobile Translation Services for Website Device Hotline Services Deaf/HoH Texting Search Apps Customer Solutions Cen- ter Yes Yes No Yes No PA HousingSearch.com Yes Yes No Yes No

Source: Developed by LBFC staff with information provided by the Pennsylvania Housing Finance Agency.

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Exhibit 91

Subject Mattera/ – PA Housing Finance Agency Customer Solutions Center

Subject Matter Loan accounting Collections Foreclosure prevention Homeownership programs Strategic Planning and Policy a/ Subject matter is not tracked by month.

Source: Developed by LBFC staff with information provided by the Pennsylvania Housing Finance Agency.

Exhibit 92

Call Volume – PA Housing Finance Agency Customer Solutions Center

Call Volume FY 2016-17a/ July August September October November December 1,582 January 5,202 February 4,474 March 5,279 April 4,147 May 3,891 June 3,520 Total: 28,095 FY 2017-18 July 5,600 August 4,808 September 4,598 October 5,241 November 5,201 December 5,114 January 6,556 February 4,805

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Exhibit 92 Continued

March 5,244 April 5,593 May 5,241 June 4,936 Total: 62,937 FY 2018-19 July 4,602 August 4,108 September 4,052 October 5,444 November 4,663 December 4,834 January 5,247 February 4,800 March 4,961 April 5,526 May 3,894 June 3,688 Total: 55,819 a/ PHFA’s system only allows retention of three years of data.

Source: Developed by LBFC staff with information provided by the Pennsylvania Housing Finance Agency.

Exhibit 93

Average Wait Time – PA Housing Finance Agency Customer Solutions Center (MIN:SEC)

Average Wait Time FY 2016-17a/ July August September October November December 03:28 January 03:25 February 03:30 March 02:17 April 02:04 May 02:01 June 01:53

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Exhibit 93 Continued

FY 2017-18 July 02:19 August 02:14 September 02:11 October 02:15 November 01:57 December 02:42 January 02:15 February 02:03 March 01:46 April 02:11 May 02:00 June 02:03 FY 2018-19 July 2:08 August 2:10 September 2:05 October 2:05 November 2:05 December 2:23 January 2:08 February 2:06 March 1:57 April 1:59 May 1:55 June 1:40 a/ PHFA’s system only allows retention of three years of data.

Source: Developed by LBFC staff with information provided by the Pennsylvania Housing Finance Agency.

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SECTION VII PENNSYLVANIA PUBLIC UTILITY COMMISSION

Overview

This section provides an overview of the Pennsylvania Public Utility Com- mission (PUC) mission and purpose along with the sole consumer complaint hotline the PUC operates and maintains. It further identifies the services provided, staffing, cost and appropriations, operational hours, etc. for the hotline.

A. Mission and Purpose

The Pennsylvania Public Utility Commission (PUC) is an independent quasi-judicial state agency that was created by the Pennsylvania Legisla- tive Act of March 31, 1937 (and the Public Utility Law of May 28, 1937), which abolished the Public Service Commission. The PUC seeks to balance the needs of consumers and public utilities, while fostering new technologies and competitive markets in an environmentally sound manner that furthers economic development. PUC regulation of public utilities is done to protect public interest and to ensure safe and reliable utility services are available to the public at fair and reasonable rates. PUC also seeks to educate consumers enabling them to make independent and informed utility choices.

PUC’s Bureau of Consumer Services operates and maintains within the Commonwealth the following sole consumer complaint hotline:

 PUC Consumer Hotline – 1-800-692-7380 – Utility customers can call the PUC hotline regarding complaints, terminations or payment arrangements. However, state law and PUC regulations require that customers first contact their utility company to try to resolve the issue. There are two types of complaints with the PUC: 1) informal complaint or 2) formal complaint. The PUC recommends customers first utilize its hotline (or its informal complaint form page on the PUC website) to file an informal complaint as it is a simpler and much less time-consuming process. Formal complaints must utilize the formal complaint form and involves a legal proceeding.

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B. Data and Information

The PUC operates its Consumer Hotline with 15 to 50 full-time employees because call volumes increases significantly after the winter heating season. There are also 10 part-time employees. In FY 2018-19 operating costs were $6,148,348 and the hotline is operated directly by the PUC. The only optional service offered is the ability for a website search.

NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Exhibit 94

Basic Information – PA Public Utility Commission

Opportunity Cost of for Hotline No. Staff- Contracted/ Operating Customer Appropriation/ FY 2018- Hotline FT & PTa/ Agency Hours Feedback Funding 19b/ PUC Monday- Consumer Friday 8:30 Yes, Hotline 15-50 FT AM to Third party 1-800-692-7380 10 PT Agency 4:30 PM survey Utility Assessments $6,148,348

a/ Number of full-time employees vary; utilities are not allowed to shut off service between December 1 and April 1, after which call volume increases significantly. Extra staff are hired on a temporary basis to effectively handle the in- flux of calls, which mostly result in payment arrangements.

b/ Costs are for the Customer Assistance and Complaint Division, which includes phone costs, those who answer calls, as well as employees who manage and adjudicate cases

Source: Developed by LBFC staff with information provided by the Pennsylvania Public Utility Commission.

Exhibit 95

Optional Services – PA Public Utility Commission

Translation Services for Website Mobile Hotline Services Deaf/HoH Texting Search Device Apps PUC Consumer Hotline No No No Yes No

Source: Developed by LBFC staff with information provided by the Pennsylvania Public Utility Commission.

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Exhibit 96

Subject Matter – PA Public Utility Commission

Service Billing Payment Telephone PFA Related Related Competition Arrangements Related Related Misc/Other FY 2016-17 July 1,450 1,414 245 4,815 35 28 455 August 1,753 1,557 320 5,255 36 26 392 September 1,670 1,487 337 4,845 29 49 340 October 1,775 1,252 332 4,209 24 21 329 November 1,310 878 293 2,874 36 14 248 December 791 519 297 961 43 7 187 January 544 638 399 981 34 2 240 February 419 679 324 955 28 5 228 March 545 1,044 347 3,322 33 9 281 April 1,193 1,696 267 7,605 29 37 414 May 1,668 1,814 290 6,039 29 37 1,188 June 1,570 1,720 257 4,938 24 52 855 Total: 14,688 14,698 3,708 46,799 380 287 5,157 FY 2017-18 July 1,384 1,626 228 4,648 21 43 543 August 1,692 1,812 320 4,818 27 48 651 September 1,372 1,506 283 4,266 24 33 553 October 1,487 1,347 291 3,882 32 33 695 November 1,314 944 260 2,903 23 25 422 December 686 533 321 938 16 1 378 January 678 694 566 1,038 37 7 566 February 458 837 516 1,253 29 3 402 March 653 1,008 328 3,315 35 11 473 April 1,363 2,050 332 8,703 42 45 622 May 1,616 1,877 272 5,931 20 41 729 June 1,428 1,610 225 5,280 14 38 633 Total: 14,131 15,844 3,942 46,975 320 328 6,667 FY 2018-19 July 1,568 1,507 231 5,009 17 32 656 August 1,590 1,636 350 5,341 26 42 1,157 September 1,318 1,302 280 4,207 21 23 958 October 1,852 1,314 294 4,357 36 36 853 November 1,339 979 233 2,864 23 17 515 December 567 509 364 871 18 6 362 January 591 711 405 1,060 19 3 405 February 509 656 432 1,256 17 9 353 March 430 868 435 3,453 16 13 389 April 1,449 2,506 400 9,036 36 44 1,067

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Exhibit 96 Continued

May 1,494 1,493 273 5,458 17 35 531 June 1,332 1,249 202 4,272 15 30 470 Total: 14,039 14,730 3,899 47,184 261 290 7,716

Source: Developed by LBFC staff with information provided by the Pennsylvania Public Utility Commission.

Exhibit 97

Disposition of Calls – PA Public Utility Commission

General Inquiry, Case Status Request, Trans- fer to an Investigator, or Referred to Utilitya/ Cases Takena/ FY 2016-17 July 6,079 8,442 August 7,723 9,339 September 6,345 8,757 October 5,571 7,942 November 4,448 5,653 December 2,559 2,805 January 2,382 2,838 February 2,090 2,638 March 3,231 5,581 April 6,386 11,241 May 6,179 11,065 June 5,806 9,416 Total: 58,799 85,717 FY 2017-18 July 6,108 8,493 August 6,036 9,368 September 5,143 8,037 October 5,217 7,767 November 3,835 5,891 December 1,754 2,873 January 1,865 3,586 February 1,609 3,498 March 2,548 5,823 April 5,954 13,157 May 6,086 10,486 June 6,785 9,228 Total: 52,940 88,207

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Exhibit 97 Continued

FY 2018-19 July 5,560 9,020 August 5,179 10,142 September 4,394 8,109 October 5,778 8,742 November 4,086 5,970 December 1,683 2,697 January 2,038 3,194 February 2,096 3,232 March 3,367 5,604 April 4,955 14,538 May 6,666 9,301 June 5,835 7,570 Total: 51,637 88,119 a/ General Inquiry calls (second column) are resolved within the first phone call; Cases Taken (third column) are calls that were referred for further investigation.

Source: Developed by LBFC staff with information provided by the Pennsylvania Public Utility Commission.

Exhibit 98

Call Volume – PA Public Utility Commission

Call Volume FY 2016-17 July 14,521 August 17,062 September 15,102 October 13,513 November 10,101 December 5,364 January 5,220 February 4,728 March 8,812 April 17,627 May 17,244 June 15,222 Total: 144,516

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Exhibit 98 Continued

FY 2017-18 July 14,601 August 15,404 September 13,180 October 12,984 November 9,726 December 4,627 January 5,451 February 5,107 March 8,371 April 19,111 May 16,572 June 16,013 Total: 141,147 FY 2018-19 July 14,580 August 15,321 September 12,503 October 14,520 November 10,056 December 4,380 January 5,232 February 5,328 March 8,971 April 19,493 May 15,967 June 13,405 Total: 139,756

Source: Developed by LBFC staff with information provided by the Pennsylvania Public Utility Commission.

Exhibit 99

Average Speed of Return Call – PA Public Utility Commission (MIN-SEC)

Average Speed of Average Speed of Average Speed of Return Call Return Call Return Call FY 2016-17 FY 2017-18 FY 2018-19 July 1:11 1:46 0:54 August 2:34 0:56 0:56 September 0:44 1:01 1:31 October 0:40 1:12 1:49 November 0:14 1:16 1:25

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Exhibit 99 Continued

December 0:04 0:27 1:01 January 0:12 0:10 0:34 February 0:05 0:10 0:26 March 0:43 0:29 0:57 April 0:578 1:01 2:41 May 1:04 0:48 2:15 June 0:56 1:27 3:24

Source: Developed by LBFC staff with information provided by the Pennsylvania Public Utility Commission.

Exhibit 100

County of Origin – PA Public Utilities Commissiona/

County FY 2016-17 FY 2017-18 FY2018-19 Adams 359 336 384 Allegheny 6,850 8,484 8,446 Armstrong 499 462 640 Beaver 690 752 765 Bedford 203 188 211 Berks 2,656 2,630 3,126 Blair 971 899 992 Bradford 356 309 322 Bucks 1,129 1,187 1,236 Butler 813 733 904 Cambria 1,068 1,107 1,090 Cameron 16 22 43 Carbon 364 390 402 Centre 375 439 434 Chester 1,093 1,130 1,291 Clarion 202 194 284 Clearfield 514 516 549 Clinton 204 178 178 Columbia 484 403 381 Crawford 428 450 463 Cumberland 1,400 1,352 1,307 Dauphin 3,156 2,754 2,812 Delaware 2,290 2,855 2,722 Elk 110 133 145 Erie 2,418 2,438 2,548 Fayette 1,803 1,846 2,071

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Exhibit 100 Continued

Forest 33 42 29 Franklin 555 589 563 Fulton 49 55 47 Greene 325 353 418 Huntingdon 200 202 226 Indiana 436 452 482 Jefferson 278 299 250 Juniata 119 100 99 Lackawanna 2,426 2,051 2,602 Lancaster 2,455 2,342 2,236 Lawrence 1,306 1,151 1,194 Lebanon 779 804 758 Lehigh 2,990 2,665 2,605 Luzerne 4,333 3,810 4,511 Lycoming 664 564 649 McKean 358 314 366 Mercer 1,467 1,303 1,420 Mifflin 381 414 445 Monroe 1,815 1,882 1,896 Montgomery 1,880 2,023 2,216 Montour 99 67 88 Northampton 2,059 1,936 2,188 Northumberland 984 930 990 Perry 250 267 269 Philadelphia 17,197 18,451 15,346 Pike 467 564 585 Potter 101 110 102 Schuylkill 844 787 717 Snyder 117 148 157 Somerset 387 433 415 Sullivan 36 14 24 Susquehanna 226 196 184 Tioga 252 238 267 Union 90 93 81 Venango 408 414 374 Warren 264 240 242 Washington 1,923 2,209 2,222 Wayne 306 245 231 Westmoreland 2,151 2,436 2,626

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Exhibit 100 Continued

Wyoming 149 141 154 York 3,322 2,922 2,827 Missing 785 1,764 1,272 Total: 85,717 88,207 88,119 a/ The PUC can only provide a breakdown by county for the number of cases documented and recorded for investigation. County of origin is not recorded for other calls.

Source: Developed by LBFC staff with information provided by the Pennsylvania Public Utilities Commission.

Exhibit 101

Annual Operating Costs – PA Public Utility Commission

FY Cost Per Yeara/ 2016-17 $5,954,214 2017-18 5,640,748 2018-19 6,148,348 a/ Costs are for the Customer Assistance and Complaint Division, which includes phone costs, those who answer calls, as well as employees who manage and adjudicate cases.

Source: Developed by LBFC staff with information provided by the Pennsylvania Public Utility Commission.

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SECTION VIII PENNSYLVANIA 211

Overview

This section provides an overview of the nonprofit Pennsylvania 211 (PA 211) mission and purpose along with the sole health and human services hotline that the PA 211 entity operates and maintains with the same nomenclature. It further identifies the services provided, staffing, cost and appropriations, operational hours, etc. for the hotline.

A. Mission and Purpose

The 211 number was designated for nationwide use as a health and human services information and referral dialing code by the Federal Com- munications Commission (FCC) in 2000. The 211 system is designed to serve three major objectives:

1) Connect people in need of health and human services through government programs and private nonprofit organizations, 2) Provide assistance to communities in times of disaster, allowing 911 to work primarily with first responders, and 3) Connect volunteers and donors with organizations who can lev- erage available resources to meet the needs of the community and the individuals living there.

The 211 system is available to some residents in all 50 states and became available to all Pennsylvanians as of June 30, 2019. The 211 system is funded by a combination of United Way support, grants and private contributions, and contracts. As of 2017, the nonprofit, Pennsylvania 211 (PA 211) powered by the United Way of Pennsylvania (UWP) received its first state budget appropriation to help strengthen its services across the Commonwealth of Pennsylvania. The PA 211 entity operates and maintains within the Commonwealth the following sole health and human services hotline with the same nomenclature, for both phone and text contact.

 PA 211 Information and Referral Hotline – 211 – In Pennsylvania, Pennsylvania 211 (PA 211) and the United Way of Pennsylvania (UWP) are partners supporting this community-strengthening service, which can be accessed by dialing 211 or texting your zip code to #898-211. A person can also search the PA 211 webpage (www.pa211.org) via a keyword search or guided category (e.g., food,

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health, etc.). The PA 211 Information and Referral Hotline is a starting place and gateway to all Pennsylvania health and human services (e.g., information on disaster relief, drug addiction services, emergency food, housing assistance, job counseling , senior citizen programs, utility assistance, veteran services, youth after school programs, etc.) when a person is not sure where to start. PA 211 connects people with government programs (i.e., federal, state, and local) and private nonprofit organizations by providing them with a description of the program/organization and the service(s) offered, and provides referrals which include contact information and service guidance (hours, documentation required to determine eligibility, etc.26 o Note: In the case of an emergency, 211 connects the caller to 911.

When calling PA 211 a caller is presented with a prerecorded message that provides the following options if they want to speak to a PA 211 resource navigator:

o If you are homeless or experiencing a housing crisis. o If you have served in the military and want to speak with a veteran resource navigator. o If you are an expecting parent or caregiver with young children. o If you are age 60 and over or an individual calling about some- one 60 and over. o To speak to a 211 resource navigator.

B. Data and Information

PA 211 had an annual operating cost of $3.31 million in FY 2018-19, of which $750,000 comes from the Department of Human Services. Other funding resources include county United Way organizations, as well as county and municipal governments. PA 211 has 44 full-time and 34 part- time employees who are employed by four 211 contact service centers, and can be reached on a 24/7 basis by dialing 211.

Please note that data in this section is presented by calendar year, with the exception of annual operating costs, which are presented by fiscal year.

26 PA 211 generally only provides contact information, although in some specific situations PA 211 also serves as the initial intake source and submits the information to the appropriate organization for follow-up (e.g., homelessness and housing inquiries by individuals in 35 counties have their intake information forwarded to the appropriate local organization).

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NOTE: In the exhibits below, a cell is blank where data was not available, unless otherwise noted.

Exhibit 102

Basic Information PA 211

Contracted/ Opportunity No. Staff- Nonprofit Operating for Customer Appropriation/ Cost of Hotline FT & PT Entity Hours Feedback Funding a/ CY 2018-19 PA 211 44 FT Nonprofit Department of b/ 211 34 PT Entity 24/7 Yes Human Services $3,314,735

a/ Other resources include county United Way organizations as well as county and municipal governments. b/ PA 211 customers are asked for permission to be texted a satisfaction survey which covers whether or not the referral was helpful, how they would rate their interaction with the specialists, and if they would like a follow up call to further discuss their experiences. All coordinated entry housing calls conclude with an inquiry as to whether the caller was satisfied with the experience during the call.

Source: Developed by LBFC staff with information provided by PA 211.

Exhibit 103

Optional Services PA 211

Hot- Translation Ser- Services for Tex- Website Mobile Device line vices Deaf/HoH ting Search Apps PA 211 Yes Yes Yes Yes No

Source: Developed by LBFC staff with information provided by PA 211.

Exhibit 104

Subject Matter PA 211

Subject Matter FY 2016 FY 2017 FY 2018 Housing/Rent 34,780 67,960 71,242 Income Support 25,515 Utilities 18,849 39,971 44,263 Income Financial Assis- tance 31,346 Employment & Income 3,151 35,013

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Exhibit 104 Continued

Food/Meals 8,420 13,718 13,685 Ind., Family & Community Support 4,565 14,761 Legal, Consumer & Public Safety 6,007 8,690 Information Services 5,768 14,075 Clothing, Personal & Household 11,918 10,542 Government & Legal 10,012 Healthcare 2,423 8,174 7,293

Mental Health/Addiction 6,876 Volunteers/Donations 1,134 Transportation 3,260 Childcare 963 Other Government Ser- vices 808 Other 46,199 12,499 13,807 Total 154,468 226,263 216,956

Source: Developed by LBFC staff with information provided by PA 211.

Exhibit 105

Disposition of Calls and Call Volumea/ PA 211

Year Calls into Centers Calls Answered Calls Abandonedb/ 2016 245,187 154,468 90,719 2017 365,528 208,351 157,177 2018 461,609 216,956 244,653 a/ Data not available by month. b/ Represents number of calls on which the caller hung up before call was answered.

Source: Developed by LBFC staff with information provided by PA 211.

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Exhibit 106

Average Wait Time PA 211 (MIN:SEC)

CY Time 2016 01:36 2017 01:51 2018 02:26

Source: Developed by LBFC staff with information provided by PA 211.

Exhibit -107

County of Origina/ b/ PA 211

County 2016a/ 2017a/ 2018 2019 ADAMS 367 420 1,058 728 ALLEGHENY 42,383 45,106 54,174 60,287 ARMSTRONG 574 755 1,639 1,604 BEAVER 2,439 2,380 2,669 2,781 BEDFORD 277 308 BERKS 4,033 3,089 4,808 5,472 BLAIR 3,033 4,235 BRADFORD 314 664 BUCKS 971 854 1,977 3,121 BUTLER 10,963 8,531 4,834 5,015 CAMBRIA 2,216 3,134 CAMERON 2 7 CARBON 380 178 607 866 CENTRE 650 758 CHESTER 827 788 1,906 2,612 CLARION 3 292 539 CLEARFIELD 1 62 644 CLINTON 407 552 COLUMBIA 773 691 CRAWFORD 1,571 1,497 CUMBERLAND 1,267 1,126 3,261 2,759 DAUPHIN 2,794 2,737 4,178 5,091 DELAWARE 1,798 1,549 3,845 4,392

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Exhibit 107 Continued

ELK 8 160 ERIE 2,584 6,889 6,675 FAYETTE 1,159 1,510 4,429 4,986 FOREST 3 22 53 FRANKLIN 2,087 2,082 3,606 5,014 FULTON 6 40 88 100 GREENE 686 892 835 846 HUNTINGDON 74 101 266 204 INDIANA 737 848 2,018 2,167 JEFFERSON 54 637 685 JUNIATA 9 75 127 124 LACKAWANNA 3,718 4,042 LANCASTER 35,196 30,190 28,841 26,723 LAWRENCE 810 1,206 1,524 1,525 LEBANON 560 1,168 1,626 1,527 LEHIGH 2,904 3,660 7,294 7,624 LUZERNE 10,195 9,069 LYCOMING 1,834 2,351 MCKEAN 56 536 490 MERCER 3,313 3,846 4,320 5,020 MIFFLIN 225 267 422 422 MONROE 2,134 2,740 MONTGOMERY 3,856 3,553 10,940 13,306 MONTOUR 182 228 NORTHAMPTON 2,107 2,845 5,101 4,835 NORTHUMBERLAND 950 1,023 PERRY 144 104 428 363 PHILADELPHIA 7,491 8 20,755 19,105 PIKE 513 867 POTTER 5 86 120 SCHUYLKILL 1,862 803 2,109 2,705 SNYDER 255 234 SOMERSET 603 600 SULLIVAN 15 27 SUSQUEHANNA 785 387 TIOGA 301 438 UNION 299 348 VENANGO 785 2,927 3,137 WARREN 130 226 283 WASHINGTON 2,831 3,356 4,102 4,214

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Exhibit 107 Continued

WAYNE 488 714 WESTMORELAND 5,223 6,314 18,848 18,961 WYOMING 215 183 YORK 10,869 8,763 9,939 10,023 Total: 150,945 142,765 255,989 272,405 a/ Complete county of origin information only available as of January 1, 2018. b/ County of origin data was submitted to us by calendar year; we included four years of this data because they over- lap the three fiscal years that are within the scope of this project, FY’s 2016-17, 2017-18, and 2018-19.

Source: Developed by LBFC staff with information provided by PA 211.

Exhibit 108

Annual Operating Costs PA 211

FY Operating Costs 2016-17 $3,297,897 2017-18 3,490,567 2018-19 3,314,735

Source: Developed by LBFC staff with information provided by PA 211.

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Appendix A House Resolution 2019-507

PRIOR PRINTER'S NOS. 2517, 2748 PRINTER'S NO. 2924

THE GENERAL ASSEMBLY OF PENNSYLVANIA

HOUSE RESOLUTION Session of No. 507 2019

INTRODUCED BY HAHN, PICKETT, TOPPER, HEFFLEY, MILLARD, BROWN, CALTAGIRONE, KAUFER, FRANKEL, SCHWEYER, RADER, JOHNSON- HARRELL, BERNSTINE, SCHLEGEL CULVER AND T. DAVIS, SEPTEMBER 19, 2019

AS AMENDED, HOUSE OF REPRESENTATIVES, NOVEMBER 19, 2019

A RESOLUTION

Directing the Legislative Budget and Finance Committee to conduct a study and issue a report analyzing the current Pennsylvania health and human services hotlines and their cost to the Commonwealth. WHEREAS, The Commonwealth provides valuable services and information to Pennsylvania residents for their health and human services needs; and WHEREAS, Multiple State agencies operate numerous hotlines to provide Pennsylvanians with this information and service support; and WHEREAS, The information each hotline was created to provide residents is vital to providing timely services for some of Pennsylvania's at-risk populations; and WHEREAS, To maintain accurate, timely and effective

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communication methods, an analysis of the current operations for each hotline is a necessary evaluation process to ensure continued improvements to delivery methods and fiscal implications for the Commonwealth; therefore be it RESOLVED, That the House of Representatives direct the Legislative Budget and Finance Committee to conduct a study on the effectiveness and cost of health and human services hotlines provided by the Commonwealth in the Department of Aging, Department of Drug and Alcohol Programs, Department of Health and the Department of Human Services as well as the Pennsylvania Public Utility Commission and the Pennsylvania Housing Finance Agency; and be it further RESOLVED, That, within 30 days of the implementation ADOPTION of this resolution, the Department of Health, Department of Human Services, Department of Aging, Department of Drug and Alcohol Programs, Pennsylvania Housing Finance Agency and Pennsylvania Public Utility Commission provide to the Legislative Budget and Finance Committee the list of hotlines that are in full or in FINANCE COMMITTEE ALL OF THE FOLLOWING: (1) THE LIST OF HOTLINES THAT ARE IN FULL OR IN part staffed by employees of the Commonwealth who provide health and human services information to the residents of this Commonwealth; and be it further COMMONWEALTH. (2) THE HOTLINES CONTRACTED WITH OTHER BUSINESSES OR ORGANIZATIONS WITHIN THIS COMMONWEALTH THAT PROVIDE HEALTH AND HUMAN SERVICES INFORMATION TO RESIDENTS OF THIS COMMONWEALTH.

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(3) THE SERVICES PROVIDED BY THE HOTLINES; AND BE IT FURTHER RESOLVED, That the study include an analysis of the number of the hotlines currently staffed by Commonwealth employees or contracted with other businesses and organizations within this Commonwealth or otherwise; and be it further RESOLVED, That the study identify the operating hours of each hotline maintained by the departments; and be it further RESOLVED, THAT THE STUDY INCLUDE AN ANALYSIS OF THE VALUE OF INFORMATION PROVIDED BY EACH HOTLINE AS MAINTAINED BY THE DEPARTMENT OF HEALTH, DEPARTMENT OF HUMAN SERVICES, DEPARTMENT OF AGING, DEPARTMENT OF DRUG AND ALCOHOL PROGRAMS, PENNSYLVANIA HOUSING FINANCE AGENCY AND PENNSYLVANIA PUBLIC UTILITY

COMMISSION, INCLUDING, BUT NOT LIMITED TO, ALL OF THE FOLLOWING: (1) THE DISPOSITION OF CALLS. (2) THE SUBJECT MATTER OF CALLS. (3) THE WAIT TIMES OF CALLS. (4) THE VOLUME OF CALLS. (5) WHERE THE CALLS ORIGINATED. (6) WHETHER EACH HOTLINE PROVIDES AN OPPORTUNITY FOR CUSTOMER FEEDBACK IN THE FORM OF A SURVEY OR CALL-BACK; AND BE IT FURTHER RESOLVED, That the study include individual contact options for each hotline, including translation services, services for deaf and hard-of-hearing, texting, website search, applications for mobile devices or other forms of technology, in addition to

Page 157 LEGISLATIVE BUDGET AND FINANCE COMMITTEE Report – Pennsylvania Health and Human Services Hotlines other capabilities significant to the study; and be it further RESOLVED, That the study determine the cost to the Commonwealth to maintain each hotline, maintained by the departments and identify the appropriations from which the costs are paid; and be it further RESOLVED, That the study identify other resources and contributions by private or charitable entities to support each hotline maintained by the departments; and be it further RESOLVED, THAT A HOTLINE UNDER THIS RESOLUTION INCLUDE A CALL THAT IS LIVE ANSWERED OR A CALL THAT USES AN INTERACTIVE VOICE RESPONSE TO DIRECT THE CALLER TO A STAFF PERSON WHO ANSWERS THE CALL WITHIN THE OPERATING HOURS OF THE HOTLINE WITH THE GOAL OF IDENTIFYING APPROPRIATE SERVICES TO ADDRESS THE CALLER'S NEEDS;

AND BE IT FURTHER RESOLVED, That the Legislative Budget and Finance Committee report its findings to the General Assembly within 210 days of the adoption of this resolution.

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