Draft 2010 IRAssessment

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Marin County Department of Health & Human Services

Resource Information and Referral Assessment and Recommendations 2010

Prepared by Cicily Emerson, MSW, Chris Santini, PHD

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TABLE OF CONTENTS Introduction and Background 3-4 Summary and Recommendations 5-11

Figure 1.0 H&HS staff referrals to public to phone lines 6 Figure 1.1 H&HS staff use of websites to find resource information 7 Figure 1.3 Excerpts form Marin County Long Term Restructuring Plan 7 Current Efforts 8 Recommendations 8

Data Sources and Methodology 12

Telephone Assistance 13-18 County Wide I&R lines 13 Figure 2.0 Summary of H&HS and 211 I&R call volume in 2008-2009 13 Figure 2.1 Summary of referral categories for 211 service, 2009 13 H&HS Telephone Lines 14 Figure 2.2 H&HS staff use of public lines 14 Figure 2.3 H&HS staff referrals to public to lines 15 Figure 2.4 H&HS staff use of administrative lines 16

Figure 2.5 H&HS staff referrals to administrative lines 16 Figure 2.6 H&HS phone lines volume and staffing 17 Recommendations 18 Web Information 19

Overview of Websites 19 Figure 3.0 H&HS staff use of websites 19 Figure 3.1 H&HS staff referrals to websites to the clients/public 20 Figure 3.2 H&HS staff use of search engines 20 Web Statistics for External Site Funded by H&HS 21 Healthymarin.org 21-23 Network of Care Behavioral Health and Human Services 24-26 Network of Care Aging and Adults with Disabilities 27-29 Network of Care Children and Families 30-32 Recommendations 33

Printed Materials 35 Figure 4.0 H&HS Staff use of printed resource tools 35 Recommendations 35 Current H&HS Website analytical data (Trent Boshen) 37 HHS I&R Survey 42

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INTRODUCTION AND BACKGROUND

What is Information and Referral? Information and Referral (I&R) is the art, science and practice of bringing people and services together. I&R is an integral part of the overall health and human services sector. -Alliance of Information and Referral Services Website

Marin County has many governmental and non-profit organizations that give out resource and referral information on a daily basis. However, no local agency has a specifically dedicated mission of providing countywide Information and Referral (I&R) services for all of Marin County’s populations. In some of our neighboring counties, local non-profits with long term practical experience and institutional knowledge provide 24-hour phone line Information & Referral and maintain an online database. Examples include Contra Costa Crisis Services, and Eden I&R in Alameda County. These local providers are also designated by the California Public Utilities Commission to provide I&R services when an individual dials 211 for his/her county. In Marin, our 211 services are provided by United Way of the Bay Area (UWBA), who also provides 211 I&R for San Francisco, Sonoma, Napa, Solano, and San Mateo counties. Information and Referral in Marin Some of our local I&R resources include Catholic Charities, Novato Human Needs, Canal Welcome Center, Whistlestop, Canal Alliance and Marin County Health and Human Services, Division of Aging and Adult Services. These services are an integral and valuable part of the overall safety net but none of these individual agencies provide broad I&R services in the same manner as 211. One difference between local I&R programs run by individual agencies and the service that 211/UWBA provides is that 211 is accredited according to a national professional standard of I&R set by the Alliance of Information and Referral Services (AIRS). AIRS standards are the foundation of 211 service delivery and incorporate best practices in I&R. Both the UWBA service and website would be the logical foundation for providing comprehensive telephone I&R and electronic Marin resource information, but this has yet to be realized. County staff do not utilize or promote 211 services and are not even particularly familiar with them. Additionally, 211 does not seem to have the buy-in of some County staff. Criticisms included, “they only provide non-profit referrals, what if someone needs a cleaning service?”, “we called and the person was speaking Spanish, but we could not understand their accent”, or “they really don’t know Marin specific resources”. To compound this, their online database lumps Marin information with the other counties and is not easy to navigate. The foundation of 211 services is phone

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assistance, not providing online information, so they have not spent time strategically developing the online features. In the last decade several online community information websites in Marin have also provided some referral information such as marin.org, Network of Care and healthymarin.org. The intention of Marin County Health and Human Services is to have staff use these websites and replace paper-based systems of finding information. Because the intended audience of these sites varies, they add to the general confusion around where to go for resource information. To compound this, the websites were developed without a long term plan for sharing information. With the exception of healthymarin.org which is fed by 211, a particular non-profit would have to provide updates to each site separately to maintain its online presence. This confusion about where to find online information is felt within Marin County’s Department of Health and Human Services, where additional challenges include lack of designated staff to update online service information and keep H&HS websites current, and lack of awareness of available resource and referral services. We tend to rely on printed resource directories despite the fact that they are difficult to maintain, get out of date quickly, and are often duplicative. Project Description In the spring of 2009, H&HS Community Health and Prevention Services staff within the Division of Public Health Services were assigned work on coordination of resource and referral information within the organization. The project was developed to address concerns regarding out-of-date referral information at H&HS funded sites, lack of coordination updating Networks of Care/211, and the need for good data to clarify where H&HS staff are accessing information. The assessment included gathering information on how the Network of Care and 211 websites are being used, and identified the websites, telephone services, and printed materials most frequently used by H&HS staff. The main findings are shared in this summary. Supporting information is in the assessment results, which are divided into three sections: Telephone Assistance, Web Information, and Printed Material. The summary also contains strategic coordination efforts that are underway and other potential recommendations for organizational consideration.

Project Goal is aligned with H&HS goal “Increase awareness of, and access to, County and community services and supports” The key objectives include:

• Keep information current and coordinate information sharing • Streamline and reduce redundancy • Standardize practice and policy in the department • Promote utilization of improved resource and referral tools

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SUMMARY AND RECOMMENDATIONS

Over 100 Health and Human Services (H&HS) staff members provide referrals to community resources on a daily and/or weekly basis. Some information is given over the phones by administrative staff who answer general questions from the public, much is provided through routine service delivery and also through trained Information & Referral workers. Certain individuals or work teams or even divisions may indeed provide excellent service, resource information and referrals. However, H&HS lacks an overall strategy or system by which to provide Information & Referral as a service, as well as manage and provide information about H&HS and community resources.

Resource Information and Referral Assessment Results

Currently, the mechanisms by which H&HS staff find information, use information, and provide the public and/or clients with community and H&HS resource information varies greatly. In order to assess how staff access resource information, a selection of front desk, administrative and direct service workers were surveyed in December of 2009 (n=132). According to this survey, resource directories are the most frequently used type of printed material in order to get information. Staff does use some H&HS and community phone lines to get information periodically, and somewhat frequently refer the public to phone lines. Online information portals are not in frequent use by the majority of the staff, with the exception of the internal MINE and H&HS external website.

With regard to getting information through the telephone, United Way of the Bay Area, who is the 211 provider in Marin County, providing a high standard of quality of Information & Referral is not frequently used by H&HS staff. Figure 1.0 shows the phone lines to which county staff refer public (used frequently or sometimes by over 50% of the survey respondents) and includes Public Assistance, Employment and Training, Community Mental Health, H&HS Health Clinics, Children’s Health Insurance, and Children and Family Services.

Utilization data on the most commonly used lines from the Marin County Information, Services and Technology Department (IST) shows that many of these phone lines experience considerable call volume, ranging from a high end of calls such as over 1000 calls per month for the Eligibility program (1599 calls per month) and Community Mental Health (1371 calls per month) to between 300-400 calls a month (H&HS I &R, Employment and Training).

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Figure 1.0 H&HS staff referrals to public to phone lines

How often do you refer a client or a member of the public to the

following telephone numers?

0% 20% 40% 60% 80% 100%

473-3460 Public Assistance

473-4400 HHS Clinics

473-3350 Employment and Training

473-6835 Community Mental Health

473-3434 Children's Health Insurance

473-2200 Children and Family Services

473-4300 Connection Center

499-7175 County Information &

Referral

457-4636 Aging & Adult Services

Information and Assistance

499-6666 Psychiatric Emergency

473-2100 Community Mental Health-

Campus

211 United Way

Frequently

Sometimes

Rarely or Never

Not aware of this number

Additionally there are administrative staff who answer departmental phone lines and provide some level of information and referral since the public may find these lines through the phone book or on the web. These lines experience varying call volume, from over 300 calls a month (H&HS Admin) to less than 100 calls per month.

Resource information is provided online by networkofcare.org (Children and Families, Behavioral Health, and Aging and Adult sites), 211bayarea.org, healthymarin.org, and marin.org. Despite the investment of H&HS and desire to have H&HS staff access and use the sites, the majority of the staff is not using these websites to get information, with the exception of our external web and the MINE as outlined in Figure 1.2. According to analytical data on the way people are accessing the network of care and healthymarin.org sites, the sites are not being used to look up resource information per se, but for other features such as providing public health indicator information, online library and legislative information.

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Figure 1.1 H&HS staff use of websites to find resource information

Current Challenge as Opportunity for Change

Given the current economic downturn and the need to reevaluate how dwindling resources can be used to better serve the public, the County of Marin Long-Term Restructuring Plan contains a number of recommendations which could be considered in looking at how H&HS can improve the fragmentation that currently exists in the way resource information is organized, shared, maintained and delivered in the organization Figure 1.3 Excerpts form Marin County Long Term Restructuring Plan Emerging Issue Future Strategies

Potential for Enhanced Community Partnerships

Explore additional opportunities to enhance community partnerships through shared services, consolidation of existing services, and other means

Use of “Electronic Government” to Improve Service Delivery and Engage the Public

Provide better access to County services and redesign and reconfigure the County website as a primary source for information, services, and engagement

Offer a greater mix of online services to Need for More Dynamic Structures and Systems to Support a High-Performance Organization

Continue to explore opportunities to redesign the structures, processes, policies, and support systems to achieve organizational goals with fewer resources

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Current Efforts: Improving Coordination of H&HS Resource Information Over the last year in the process of compiling the H&HS assessment, efforts are already underway and should be given organizational support, resources and priority. The following is a list of what is in process and what commitment will be needed to continue to support these efforts. Management of H&HS Printed Materials A draft of policies regarding publication, dissemination, and storage for H&HS published materials has been drafted. Future steps include: 1) Implementing standards for printed material and provide technical assistance 2) Include any H&HS brochures or resource directories on both external and internal websites. H&HS Web Redesign The County of Marin is currently in the process of redesigning its public website. County IST has invested in a new content management system. Future steps include: 1) Implementing a comprehensive redesign of the H&HS website with a service delivery orientation. Management of Online Resource Database Directories Our 211 and Network of Care directories will undergo a thorough update. A naming convention for H&HS to identify programs has been put into use. The Network of Care directories are being collapsed into one directory. We are exploring with 211 whether it is possible to have them “feed” the Network of Care directory. Potential future steps include: 1) Technical staff needed to coordinate easy data sharing/uploads between 211 and Network of Care using a common server. 2) Consolidating the Network of Care contracts and renegotiating terms of their contract to specify service directory to be fed by 211, including a fee for data sharing to be paid to UWBA. Recommendations: Ways to Improve Service Delivery The following recommendations are potential actions that H&HS could take in order to develop long term solutions and a systematic approach to improving access to information about community services and supports. Recommendation 1) Promote and utilize 211 as the principal I&R service provider in Marin County United Way of the Bay Area provides a 24 hour, multilingual, I&R line with trained professional staff, and maintains a complex service provider directory for Marin County

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at no cost to H&HS. From a partnership, public service and fiscal perspective it would make sense to both promote and use this service and directory as the “gold standard” and basis for agency information. Beyond providing I&R information, 211 could also fill in other service gaps, such as the current provision of H1N1 flu vaccine information. An example of a service information gap that 211 could potentially fill would be becoming a centralized place where service providers get information about available homeless shelter beds. Potential Actions:

1) Make it a standard deliverable within contract language that each CBO with a county contract updates their 211 listing on an annual basis.

2) Train staff on 211 service and directory, instruct non I&R staff to provide a warm

handoff to 211 through three way calling in response to inquiries about general community resources.

3) During evening hours, have H&HS I&R and other phone lines forward directly to,

or have information about 211.

4) Work with 211 to suggest improvements to the website that make it easier to navigate. Convene a short term advisory group to review and make recommendations. Consider a one time fee to help establish Spanish language capacity.

5) Imbed links to 211 resources in both the County of Marin and H&HS website.

6) Eliminate existing Children and Families Network of Care site, so that the

broader general public is directed to 211.

7) Make data sharing with external partners such as Network of Care part of an MOU with United Way of the Bay Area.

Recommendation 2) Consolidate existing phone and information lines

1) Consolidate some of the lesser used phone lines into one line, perhaps the Connection Center on the Health and Wellness Campus. Suggested lines include CHI and the Children and Family Services line. This phone line could also be linked to the H&HS I&R line to take calls that cannot be handled by the Aging and Adult line.

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2) Centralize department specific administrative phone lines. Have a general administration number that is listed in the phone book and the website for H&HS. Consider using a phone tree to direct callers to services from administrative lines.

3) Review phone book directory and consolidate where possible to ensure that 411

operators and others can clearly identify where to direct callers. Recommendation 3) Centralize and clarify management of H&HS websites, SharePoint, and external websites within H&HS. The H&HS web redesign represents an enormous opportunity to create more streamlined customer service so that we are both less dependent on human resources and so staff can find information and refer across programs more easily. It is critical that this work be diligently performed by division staff, with a centralized authority and oversight.

1) Work with County IST to assign a full time staff person to coordinate and maintain the H&HS websites or have an H&HS webmaster within the department.

2) Under the direction of the webmaster, have clear expectations of administrative

and program staff for work functions associated with management of the H&HS web.

3) Any future and current external websites, including Network of Care would need

to be coordinated through the full time webmaster. Current relationships with external websites would be managed jointly between divisions webmaster. Currently, Network of Care sites should be used specifically by each division strategically, but should not be used department wide or with a web presence as part of any Information & Referral strategy. (Endorsement of these sites by County should be taken with caution as the Network of Care is a private business not under the County authority).

4) Consider alternatives to Network of Care, for both the Aging and Mental Health

site. Data that is not on 211 could easily be kept on an access database that the County maintains since H&HS is maintaining this information anyway. As the web is redesigned, this information could be stored on the H&HS site. (Resources could be redirected to maintain our H&HS website with whatever aspects of these external sites are appealing to the specific divisions).

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Recommendation 4) Institutionalize and professionalize the current H&HS Information & Referral Program and make it department wide. Our current I&R program within the Division of Aging and Adult services is not widely known by all County staff. There is considerable expertise that has been developed over the years that could be leveraged and used to train other H&HS staff and develop a more systematic approach to I&R.

1) Expand scope of current H&HS I&R program beyond Aging and Adult services to provide general assistance to both adults and families as well.

2) Designate a handful of I&R staff members to be trained according to AIRS

standards. Continue use of differential response model. Consider having at least one I&R staff trained at each H&HS location where direct services are provided both in person and through phone referrals.

3) Seek accreditation and training from Alliance for Information and Referral

Services (AIRS). The AIRS accreditation process costs $3500 and takes 18 months.

4) Commit to using the 211online database for program information; develop an

MOU with 211 to ensure that updates are performed on a regular basis. Recommendation 5) Publish an easily downloadable alphabetical resource directory.

1) Review and update the County A to Z list on a periodic basis and place on SharePoint and external web with easy access by all county staff and the community. Cross reference the list with online links to H&HS/County and community websites and 211.

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Data Sources and Methodology The following sources of information were used for this assessment

� H&HS Information and Referral Survey: 259 staff identified through H&HS management were identified as providing services directly to the public and emailed an online survey. The survey was conducted in December of 2009, and included questions on use of printed materials, phones, and websites during the previous 9 months. 132 responses were received for a response rate of 51%. The survey included several verification questions to make sure that those answering were the target survey respondent.

� Phone Utilization data: Monthly utilization data for identified county information

lines from January 2008 through June 2009 was provided by Telephone Services. The period chosen for review is fiscal year 2008/9 as the utilization of some of lines may have increased as a result of the economic downturn.

� I&R Telephone Interviews. To provide some context for the utilization data and

the results of the I&R survey, sixteen telephone numbers referenced in the I&R survey above were called and the staff member who answered was asked to participate in a short telephone interview. In some cases, coworkers also participated in the interview.

� Web Analytics Websites overall number of sessions, length of session, bounce

rates, page entry, and most visited areas of the sites are presented for the year of 2009.

� I&R Data: United Way of the Bay Area and H&HS Information and Referral

provided information on the # of referrals for 2008 and 2009.

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Telephone Assistance County Wide I&R Telephone Lines County-wide Information & Referral is provided by 211, H&HS, and a few non-profit agencies such as Catholic Charities, Novato Human Needs, Canal Welcome Center, Whistlestop, and Canal Alliance. However only H&HS I&R and 211 provide this as a dedicated phone service for the general public. Even though 211 has been launched in Marin County since 2006, provides I&R through a 24 hour call center, and have services available in English, Spanish and Chinese, few H&HS staff are familiar with the service or refer clients to it. H&HS Information & Referral line is also not widely used by H&HS staff. Due to the economic downturn, the number of I&R referrals made by 211 more than doubled. In contrast, the H&HS I&R Referrals remained steady. Data from 211 indicates that the most commonly requested services are related to housing/utilities, income support, and health care. Figure 2.0 Summary of H&HS and 211 I&R Call volume in 2008-2009 Year 211 I &R Referrals H&HS I&R Referrals Total Monthly Avg Total Monthly Avg. 2008 1157 96 2709 225 2009 2475 206 2748 229 Figure 2.1 Summary of referral categories for 211 service, 2009

Category of Assistance Total

Housing/Utilities 697

Income Support/Assistance 456

Health Care 293

Legal, Consumer and Public Safety 249Individual, Family and Community Support 137

Information Services 129

Food/Meals 107

Mental Health/Addictions 107

Volunteers/Donations 71

Employment 56

Clothing/Personal/Household Needs 50

Transportation 47

Education 35

Government and Economy 30

Arts, Culture and Recreation 9

Disaster Services 2

Total 2475

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H&HS Telephone Lines

The H&HS I&R Survey was used to assess how often staff are using existing phone lines to get information. Additionally, follow up interviews were conducted with the phone lines to get more detail about the purpose and staffing of the line. The phone lines were included in the survey because they were identified as potential entry points into the H&HS and County of Marin system, or were a general Information and Referral number as in the case of 211. Less than 20% of the staff who answered the survey reported frequent, or sometime use of 211, compared with over 40% who used the County I&R. The most widely used phone lines by staff included Community Mental Health (60.5%), H&HS Clinics (59.2%), Public Assistance (59.6%) and Employment and Training (50.8%).

Figure 2.2 H&HS staff use of public lines



0% 20% 40% 60% 80% 100%









Referral





Campus

211 United Way

Frequently

Sometimes

Rarely or Never


Additionally, the I &R survey asked how often H&HS reported referring a member of the public to the following lines below in the next table. H&HS reported most frequently referring clients or members of the public to Public Assistance (68.5%), Community

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Mental Health (61%), Children and Family Services (58.3%), Employment and Training (56.6%), and H&HS Clinics (59.3%). All other numbers were rarely or never used or the staff was not aware of the telephone number. 48.4% rarely or never referred clients to 211 United Way and 26.9% were not aware of this number. Figure 2.3 H&HS staff referrals to public lines



0% 20% 40% 60% 80% 100%









Referral





Campus

211 United Way

Frequently

Sometimes

Rarely or Never


Administrative numbers for H&HS were also reviewed. The exact purpose of these phone lines is unclear, whether they are for the business aspect of H&HS, such as providing secretarial support to division chiefs, or for public and/or staff information. The survey indicated that the phone lines are occasionally being used by staff to get information and they are also referring clients and public occasionally.

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Figure 2.4 H&HS Staff use of Administrative Lines

Figure 2.5 H&HS staff referrals to administrative lines

Figure 2.6 H&HS phone lines volume and staffing

Extension Description

Average Number of Calls Per Month FY2008/9

Average Duration of Calls FY 2008-09

Total Calls FY 2008-09 Typical Calls

# Staff

Est. staff time

3460 Eligibility Program 1599 0:02:46 19190

Clients seeking their eligibility workers or from agencies re services for their clients

3 3 FTE

6835 Community Mental Health-Bon Air 1371 0:01:99 16454 Calls re: outpatient services 2 2 FTE

6666 Psychiatric Emergency* rolls to suicide prevention overnight 581 0:02:97 6970

For psychiatric emergencies and referrals 4 or 5

4-5 FTE

3350 Employment & Training 384 0:01:66 4607

For info on E&T workshops or how to apply for different E&T services

2 or 3

.30-.45 FTE

2100 Community Mental Health-Campus 382 0:01:63 4578 Calls re mental health services, intake, appointments, medications, medical records 2 2

3696 H&HS Administration 347 0:02:79 4164

Referrals to services in various County depts.

5 1 FTE

7175 H&HS Info and Referral 317 0:01:38 3805

For those seeking social services. (Staff also answers 499-4636 for info on services for seniors)

1 1 FTE

6769 Mental Health Administration 159 0:02:00 1903

Setting up mental health appointments 2 1.2 FTE

3434 Children’s Health Insurance 148 0:02:37 1774

Seeking insurance to cover children’s’ medical/dental services from Healthy Families, Cal Kids, and Kaiser

4 2 FTE

3707 Public Health Administration 147 0:01:49 1761

Info on public health clinic hours and services

1 .40 FTE

4300 Connection Center 137 0:01:60 1643

Info on all H&W campus services including conference room reservations

2 .20 FTE

3020 Tobacco Program 94 0:01:84 1131

Complaints re smoking in public 1 .10-.15 FTE

2200 Children and Family Services 71 0:02:55 848

Child abuse reporting or to speak to a social worker

4 1.05 FTE

3030 Alcohol and Drug Administration 69 0:00:57 827

Referrals to substance abuse treatment programs

1 or 2

negligible

6880 Social Services Administration 58 0;01:93 693

Calls from social services staff 1 negligible

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Not surprisingly, where there is a clear entry point to services, the phone lines are very busy, as in the case of Public Assistance, Community Mental Health and Employment and Training. Lesser known or poorly understood lines, such as the Children and Family Services and the Administrative lines receive fewer calls. Recommendations

� Consolidate some of the lesser used phone lines into one line, perhaps the Connection Center on the Health and Wellness Campus. Suggested lines include CHI, Public Health Administration, and the Children and Family Services line. This phone line could also be linked to the H&HS I&R line to take calls that cannot be handled by the Aging and Adult line.

� Centralize department specific administrative phone lines. Have a general

administration number that is listed in the phone book and the website for H&HS. Consider using a phone tree for the administrative lines.

� Review phone book directory and consolidate where possible, ensure that 411

operators and others can clearly identify where to direct callers and have this list available on H&HS website and SharePoint.

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Web Information Overview of Websites Current websites that contain resource information for Marin County include: healthymarin.org, Marin.networkofcare.org (Behavioral Health, Children and Families, and Seniors and People with Disabilities), 211bayarea.org, marin.org, and the public H&HS site. Healthymarin.org and the Marin Network of Care sites have arisen in the last three years and are funded through H&HS. 211bayarea.org has been online since 2006. 211 maintains their resource database, and Healthymarin.org gets their data from 211. The Network of Care sites minimally maintain their resource data, which was created from 211 with H&HS staff input. With the exception of the Division of Aging and Adult services, there is not a dedicated staff person to maintain the Network of Care data. Additionally, the Aging and Adult services site does have some information about private facilities that 211 does not include. Marin.org was sponsored by the County of Marin, includes private businesses and the information is a user maintained resource such as Craigslist.org. Generally, staff rarely or never use the external sites to get information, with the exception of marin.org, used by 48.1 % of the respondents. Similar to the phone services, the 211 website is only used by 20% of the staff. The county’s external public site and the Intranet, the MINE, are most frequently used websites by staff. Figure 3.0 H&HS staff use of websites

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In similar vein, staff is not referring individuals to the public sites, with the exception of the H&HS site, however, less than 40% of the staff reported referring clients to that site. Figure 3.1 H&HS staff referrals to websites to the clients/public

Figure 3.2 H&HS staff use of search engines

How often do you use a general search engine (Google,

Bing, etc.) to look for resources?

Frequently

Sometimes

Rarely

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Staff reported frequently using search engines to locate particular resources, rather than an online directory. Web Statistics for External Sites Funded by H&HS To get a sense of how the external websites funded through H&HS are being used by the public, the following graphs contain the number of sessions, length of sessions, bounce rates, and areas visited on healthymarin.org and marinnetworkofcare.org from January 1, 2009- December 31st, 2009. It is interesting to note that for the Network of Care sites, there was a spike in visits in the calendar year during August corresponding with an email campaign that the First 5 Children and Families Commission conducted to promote their 0-5 Network of Care for kids site. Since then, however First 5 is no longer funding the site and it was closed in December of 2009. Healthymarin.org Number of sessions by month 2009

Jan

2009 Feb 2009

Mar 2009

Apr 2009

May 2009

Jun 2009

Jul 2009

Aug 2009

Sep 2009

Oct 2009

Nov 2009

Dec 2009

Month Unique visitors Number of

visits* Pages Hits Bandwidth

Jan 2009 1698 2119 5634 42514 305.79 MB

Feb 2009 1759 2567 4852 42167 306.11 MB

Mar 2009 1848 2331 5241 46914 303.15 MB

Apr 2009 1603 2104 10654 47932 353.84 MB

May 2009 1408 1900 7047 36796 264.07 MB

Jun 2009 1186 1626 5084 31542 253.20 MB

Jul 2009 1248 1965 4289 31416 215.61 MB

Aug 2009 1010 1343 3356 21339 167.93 MB

Sep 2009 1440 1849 3823 42607 257.51 MB

Oct 2009 1273 1628 3791 28179 205.56 MB

Nov 2009 1136 1518 3245 24254 175.68 MB

Dec 2009 918 1299 2989 20445 154.15 MB

Total 16527 22249 60005 416105 2.89 GB

Average # of sessions per day= 60

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Healthymarin.org duration of visits 2009

Healthymarin.org most visited areas of the site

Top 5 Areas of the site

Area Name Pages Bandwidth Percent of Page Visits Last visit

Promising Practices 10580 110.08 MB 17.6 % 31 Dec 2009 - 22:27

Indicators 8328 441.70 MB 13.9 % 31 Dec 2009 - 18:23

News 8266 82.81 MB 13.7 % 31 Dec 2009 - 17:54

Local Resources* 6346 68.84 MB 10.6 % 31 Dec 2009 - 12:29

Topic Centers 2634 28.70 MB 04.4 % 29 Dec 2009 - 07:38

Visits duration

Number of visits: 22249 - Average: 116 s

Number of visits Percent

0s-30s 18399 82.6 %

30s-2mn 1625 7.3 %

2mn-5mn 742 3.3 %

5mn-15mn 733 3.2 %

15mn-30mn 368 1.6 %

30mn-1h 301 1.3 %

1h+ 81 0.3 %

Total 22249

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Network of Care Behavioral Health Number of Sessions by Month 2009

0

5000

10000

15000

20000

25000

Jan-09 Feb-

09

Mar-

09

Apr-09 May-

09

Jun-09 Jul-09 Aug-

09

Sep-

09

Oct-09 Nov-09 Dec-

09

Month Number of Sessions

Jan-09 1169

Feb-09 1316

Mar-09 1097

Apr-09 984

May-09 2416

Jun-09 2953

Jul-09 5772

Aug-09 17513

Sep-09 20602

Oct-09 6175

Nov-09 5887

Dec-09 4551

Total 70, 435

Average sessions per day= 192 Duration of Visits

Bounce Rate= 59.02 %

Length of Session

Sessions

Percent Visual Graphic

0-10 sec 44,741 63.5 % 11-30 sec 1,770 02.5% 31-60 sec 612 00.1%

1-3 min 1,529 02.2 % 3-10 min 3,702 05.3 %

10-30 min 10,245 14.5 % 30+ min 7,831 11.1 %

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Network of Care Behavioral Health Top Entry Pages 2009

Entrance Pages (1-5) / 651 Pageview

s Percent

1. /mh/library/hwdetail.cfm 21,298 30.24%

2. /mh/nimh/article.cfm 4,339 6.16%

3. /mh/home/index.cfm 2,971 4.22%

4. /mh/legislate/federal/position_statement.cfm

2,297 3.26%

5. /mh/legislate/federal/detail.cfm 2,241 3.18%

View Total: 33,146 47.06%

Total: 70,430 100.00%

Network of Care Behavioral Health most visited areas of the site

Directory and Pages (1-5) / 33 Pageviews Percent

/mh 271,690 100.00%

/ library 90,931 33.47%

/ links 41,559 15.30%

/ legislate 20,841 7.67%

/ text 19,910 7.33%

/ resource 17,474 6.43%

View Total: 190,715 70.20%

Total: 271,690 100.00%

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Network of Care Aging and Adults with Disabilities Number of Sessions by Month 2009

Number of Sessions

0

5000

10000

15000

20000

25000

Jan-09 Feb-

09

Mar-

09

Apr-09 May-

09

Jun-09 Jul-09 Aug-

09

Sep-

09

Oct-09 Nov-09 Dec-

09

Month Number of

Sessions

Jan-09 1996

Feb-09 1490

Mar-09 1599

Apr-09 1380

May-09 2674

Jun-09 3056

Jul-09 3965

Aug-09 14756

Sep-09 19861

Oct-09 8870

Nov-09 8913

Dec-09 7632

TOTAL 76, 192

Average visit per day=209 Duration of Visits

Length of Session

Sessions Percent Visual Graphic

0-10 sec 43,373 56.9%

11-30 sec 1,294 1.7%

31-60 sec 1,033 1.4%

1-3 min 1,935 2.5%

3-10 min 4,915 6.4%

10-30 min 13,555 17.8%

30+ min 10,087 13.2%

Bounce Rate= 53.42%

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29

Network of Care Aging and Adults with Disabilities top entry pages 2009

Entrance Pages (1-5) / 240 Pageview

s

Percent

1. /aging/library/hwdetail.cfm 19,718 25.88

%

2. /aging/text/resource/agencydetail.cfm 4,784 6.28%

3. /aging/legislate/display.cfm 4,155 5.45%

4. /aging/news/detail.cfm 3,863 5.07%

5. /aging/legislate/email.cfm 3,448 4.53%

View Total: 35,968 47.21

%

Total: 76,192 100.00

%

Network of Care Aging and Adults with Disabilities most visited areas

Directory and Pages (1-5) / 31 Pageviews Percen

t

/aging 347,368 100.00

%

/ library 132,410 38.12%

/ legislate 87,564 25.21%

/ resource 37,159 10.70%

/ text 36,345 10.46%

/ news 11,145 3.21%

View Total: 304,623 87.69%

Total: 347,368 100.00

%

30

Network of Care Children and Families Number of Sessions by month 2009

0

5000

10000

15000

20000

25000

Jan-10 Feb-

10

Mar-

10

Apr-10 May-

10

Jun-10 Jul-10 Aug-

10

Sep-

10

Oct-10 Nov-10 Dec-

10

Month # of Sessions

Jan-09 1169

Feb-09 1316

Mar-09 1097

Apr-09 984

May-09 2416

Jun-09 2953

Jul-09 5772

Aug-09 17513

Sep-09 20062

Oct-09 6175

Nov-09 5887

Dec-09 4551

Total 69,895

Average number of sessions per day=191 Duration of Visits

Length of Session

Sessions Percent

50,000

0-10 sec 43,462 62.18% 11-30 sec 1,191 1.70% 31-60 sec 710 1.02%

1-3 min 1,796 2.57% 3-10 min 4,094 5.86%

10-30 min 10,962 15.68% 30+ min 7,680 10.99%

Bounce Rate=54.92%

31

32

Network of Care Children and Families top entrance pages 2009

Entrance Pages (1-5) / 283 Pageviews Percent

1. /family/library/hwdetail.cfm 12,691 18.16% 2. /family/assistive/abledata.cfm 7,528 10.77% 3. /family/legislate/display.cfm 5,776 8.26% 4. /family/email.cfm 2,358 3.37% 5. /family/legislate/detail.cfm 2,067 2.96%

View Total: 30,420 43.52%

Total: 69,895 100.00

%

Network of Care Children and Families most visited areas

Directory and Pages (1-5) / 23 Pageviews Percent

/family 863,079

100.00%

/ library 371,367 43.03%

/ legislate 331,515 38.41%

/ assistive 74,728 8.66%

/ text 24,900 2.89%

/ resource 16,676 1.93%

View Total: 819,186 94.91%

Total: 863,079 100.00

%

33

Generally, there is not a tremendous amount of traffic on the external sites. The bounce rates and length of sessions indicate that most people visit the sites briefly and then do not delve deeper into the sites. Additionally, the sites are not being used for I&R, but for other purposes. The look and feel of the Network of Care sites may confuse the public with the County’s public site. Currently, the both Division of Mental Health and Aging pay $1500 monthly ($18,000 annually) for Network of care sites. H&HS Administration pays $15,000 annually for the healthymarin.org site. With the exception of Healhtymarin.org, there is not a long term resource maintenance strategy. Recommendations

� Eliminate existing Children and Families Network of Care site

� Consider alternatives to Network of Care, for both the Aging and Mental Health

site. Data that is not on 211 could easily be kept on an access database that the County maintains since H&HS is maintaining this information anyway. As the web is redesigned, these aspects could be stored on the H&HS site. Resources could be redirected to maintain our H&HS website with whatever aspects of these sites are appealing to the specific divisions.

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Printed Materials The majority of the staff surveyed reported that directory type of materials such as resource guides and the A to Z list were used most frequently. Agency specific brochures also were used, and people reported using search engines on the internet to find information about specific agency resources. The Marin Community Resource Guide was the most frequently cited resource guide. Figure 4.0 H&HS Staff use of printed resource tools

Additionally, 38.6 % reported that they had brochures for their program, and only 30% of the staff reported that program materials were posted on the H&HS web. The new public assistance brochures were cited by staff as a good resource. Recommendations

� Include any H&HS created brochures and resource directories on both external and internal websites.

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� Review and update the County A to Z list on a periodic basis and place on SharePoint and external web with easy access by all county staff and community. Cross reference the list with online links to H&HS/County and Community websites and 211.

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Appendix A H&HS Web statistics (prepared by Trent Boshen) http://webtrend:7099/wrc/bin/WebTrendsReportingCenter;jsessionid=925AB535F9D847D5F5EA73A53

A90C0A8?module=mlareports&profile=ZWIczftj9w5.wlp

H&HS WebTrends Analytics Reports

This is a rough overview of usage statistics of all pages and subpages on the public website and intranet

MINE website within the H&HS directories. All numbers have been taken from a calendar year 2009

overview.

Public Website

Visit Summary

Visits: 306,137

Average per Day: 838

Average Visit Duration: 00:27:40

Median Visit Duration: 00:03:26

Page View Summary

Page Views: 1,114,857

Average per Day: 3,054

Average Page Views per Visit: 3.64

Visitor Summary

Visitors: 135,261

Visitors Who Visited Once: 116,201

Visitors Who Visited More Than Once: 19,060

Average Visits per Visitor: 2.26

Top 20 Pages

Pages Visits

1. /depts/HH/Main/index.cfm 15,116 8.19%

2. /depts/HH/main/hs/ClinicalSvcs/ClinicalServices.cfm 10,848 5.88%

3. /depts/hh/maxcess/login.aspx 9,020 4.89%

4. /depts/HH/main/ss/public.cfm 6,539 3.54%

5. /depts/HH/main/ 5,219 2.83%

6. /depts/HH/main/mh/index.cfm 4,748 2.57%

7. /depts/HH/main/hs/publichealth/PublicHealthUpdates.cfm 4,680 2.54%

8. /depts/hh/main/ag/agingmarin.cfm 4,495 2.44%

9. /depts/HH/main/ems/index.cfm 3,592 1.95%

10. /depts/HH/main/ss/index.cfm 3,533 1.91%

11. /depts/HH/main/ss/adult.cfm 3,520 1.91%

12. /depts/HH/main/ss/Children_Services/children.cfm 2,998 1.62%

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13. /depts/HH/main/RFPs/ViewOne.cfm 2,867 1.55%

14. /depts/HH/main/ems/cpr_fa.cfm 2,767 1.50%

15. /depts/HH/Main/ss/employ.cfm 2,762 1.50%

16. /depts/HH/main/hs/index.cfm 2,745 1.49%

17. /depts/HH/main/hs/publichealth/Swine.cfm 2,644 1.43%

18. /depts/HH/main/adt/index.cfm 2,487 1.35%

19. /depts/HH/main/ems/policies.cfm 2,254 1.22%

20. /depts/HH/main/RFPs/ 2,253 1.22%

Top 20 Exit Pages

Pages Visits




4. /depts/hh/maxcess/login.aspx 4,538 2.46%

5. /depts/hh/main/mh/index.cfm 4,523 2.45%

6. /depts/HH/main/ag/agingmarin.cfm 4,224 2.29%



9. /depts/HH/Main/ss/Children_Services/children.cfm 3,564 1.93%

10. /depts/HH/main/ 3,496 1.89%





15. /depts/HH/main/EMS/CPR_FA.cfm 2,706 1.47%


17. /depts/hh/main/ss/employ.cfm 2,623 1.42%

18. /depts/HH/main/ag/index.cfm 2,233 1.21%

19. /depts/HH/main/hs/CHPS/Prevention.cfm 2,148 1.16%

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20. /depts/HH/Main/hs/Vital/index.cfm 2,134 1.16%

Top 20 Single Page Visits

Pages Visits




4. /depts/HH/main/ag/agingmarin.cfm 3,091 2.79%

5. /depts/hh/main/mh/index.cfm 2,689 2.42%

6. /depts/HH/main/ 2,516 2.27%




10. /depts/HH/Main/ss/Children_Services/children.cfm 2,184 1.97%


12. /depts/hh/main/ss/employ.cfm 2,053 1.85%


14. /depts/HH/main/EMS/CPR_FA.cfm 1,947 1.75%

15. /depts/hh/main/hs/clinicalsvcs/clpppwhatis.cfm 1,557 1.40%

16. /depts/HH/Main/hs/Vital/index.cfm 1,541 1.39%


18. /depts/HH/main/adt/index.cfm 1,443 1.30%


20. /depts/HH/main/ems/index.cfm 1,351 1.22%

Top 20 Downloaded Files

Downloaded Files Downloads Visits

1. /depts/HH/main/ag/PDFs/choices2008.pdf 7,270 1.48% 1,227

2. /depts/HH/main/hs/CHPS/pdfs/ResourceGuideEng.pdf 5,241 1.07% 921

3. /depts/hh/main/ems/documents/policies/8310pedtxr.pdf 5,038 1.02% 3,971

4. /depts/HH/main/ss/pdf/English Food Stamps Brochure.pdf 3,429 0.70% 975

5. /depts/HH/main/ems/documents/Policies/8104.pdf 3,355 0.68% 2,515

39

6. /depts/hh/main/Admin/Review_Health_Svc_Develop.pdf 3,352 0.68% 985

7. /depts/HH/main/ss/pdf/English Public Benefits Brochure.pdf 2,575 0.52% 782

8. /depts/HH/main/mh/CMHS_Service_Description_0809.pdf 2,462 0.50% 1,922

9. /depts/HH/main/adt/documents/pdf/Mark_Stanford_Presentation_May_7_2009.pdf 2,376 0.48% 244

10. /depts/HH/main/ag/PDFs/Making_Work.pdf 2,242 0.46% 519

11. /depts/HH/main/hs/vital/DOCS/FAQ_Medical_Marijuana_Program.pdf 2,195 0.45% 1,822

12. /depts/HH/main/ag/PDFs/Choices2005.pdf 1,794 0.36% 352

13. /depts/HH/main/hs/CHPS/pdfs/Blueprint.pdf 1,685 0.34% 297

14. /depts/HH/main/ems/documents/Policies/May08FinalDrafts/MARIN_EMS_POLICIES_MAY08.pdf 1,544 0.31% 277

15. /depts/HH/main/ag/PDFs/Nutrition_Report.pdf 1,517 0.31% 1,130

16. /depts/hh/main/ems/documents/Policies/May08FinalDrafts/CARDIAC_MAY08.pdf 1,494 0.30% 481

17. /depts/HH/main/ems/documents/Policies/Update28.pdf 1,491 0.30% 455

18. /depts/HH/Main/County_Shuttle_Connection_Rev_Aprl_05.pdf 1,469 0.30% 1,313

19. /depts/HH/Main/campus/Vision_brochure.pdf 1,340 0.27% 489

20. /depts/HH/main/mh/Intern_Brochure.pdf 1,316 0.27% 1,040

Monthly Page Views Trend

Month Page Views Jan 39,345 3.53% Feb 36,324 3.26% Mar 117,900 10.58% Apr 123,952 11.12% May 97,653 8.76% Jun 87,946 7.89% Jul 110,747 9.93% Aug 89,057 7.99% Sep 106,277 9.53% Oct 125,289 11.24% Nov 93,036 8.35% Dec 87,331 7.83%

Total 1,114,857 100.00%

40

Referrers (where traffic comes from)

Due to configuration of the WebTrends software, referrer information is unavailable. If available, these

statistics would tell us roughly where traffic to the website comes from. These sources include search

engines, links on other websites, links in emails and direct address typing (or copy and paste into a

browser address bar).

Also missing is information on where the traffic is physically coming from. This information would be

used to determine how much of our traffic is from within the county network and from the community

at large.

The MINE (INTRANET)

Webtrends reports for H&HS MINE appear to be incorrect. Results include only internet pages. MINE

statistics data is not available for the complete calendar year 2009.

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Documents

Draft 2010 IRAssessment