Data and Performance Management in Domestic Violence Programs: House of Ruth Maryland

Presenters: Carol Bernstein, Contact Center Manager, House of Ruth Maryland April Rose, Sr. Solutions Specialist

Agenda

Welcome and Introductions Background on House of Ruth

▫ Program and Services▫ Data Management Systems

Examples of Data being tracked by House of Ruth How House of Ruth Uses the Data Questions ETO Software Demonstration for Common DV Programs Questions

History of HRM’s Data Management Systems

• Paradox• Access

– 5 databases, data not shared across database/program, internally hosted server

– Data entry staff to enter data (front line staff had no access to data)– Expensive developer to make changes– Duplicate data capture on clients served and client information

collected.• Efforts to Outcomes (ETO™) software (2001)

– Single database with flexibility for multiple program formats – Web-based (multiple state-wide locations)– Unduplicated client counts– All staff directly responsible for their own data entry

House of Ruth MarylandPrograms and Services

• 24 Hour Hotline• Client Services Program providing case management service to residential and

community clients • Residential Services: Shelter with 23 private rooms, six transitional apartments,

motel placement, Safe Homes transitional housing in the community • Legal Clinic: free legal services including representation for Protective/Peace

Orders; limited divorce and custody representations; 8 different locations for HRM legal clinics

• Individual and group counseling: clinical therapy and support groups for victims, children and youth in three different locations

• Teen Initiative program includes teen website, in-school trainings and train-the-trainer initiative working with community-based organizations

• Children's Program: including daycare, pre-school and therapy for children of residential clients.

• Abuser Intervention: psycho-educational programs for men who are emotionally, physically, or sexually abusing their partner; assists and educate victims to ensure their safety.

• Adelante Familia at the House of Ruth Maryland: providing services to Spanish-speaking DV victims

House of Ruth Maryland2010 By the Numbers

• Total lives impacted = 15,187– 8,557 Domestic Violence Victims– 613 Teens– 594 Children– 4,429 Friends, family, & professionals– 994 Abusers/DV Women

• 9,333 Hotline calls – 3,365 Unduplicated victims making 4,797 calls

• www.hruth.org– Hotline

410-889-7884– Carol Bernstein -- Contact Center Manager

410-554-8442 cbernstein@hruthmd.org

Common Core Data Elements

• Hotline Call Report – Core demographics, Abuse type, Initial screening for service eligibility, needs

assessment• Lethality Assessment (Jackie Campbell - JHU School of Nursing)

– Validated weighted assessment based on predictors of lethality risk– Pilot in our legal clinic. Does telling the woman her lethality score make her

more likely to follow-through with legal actions? = YES!– Introduced the lethality assessment across all programs– Important part of DV education to highlight risk factors, potential signs of

escalation, red flags for abuse• Risk Assessments

– HRM made a commitment to provide service, in one way or another, to all Risk Level 1 victims.

– In FY10, HRM received 1,715 requests for shelter; – 31% of those screened and considered to be in imminent danger were enrolled in

shelter program. – Others offered motel placement, relocation help, advocacy to other DV shelters,

safety planning, linkage to other HRM programs for follow-up services.

Other Examples of Performance Management Across Domestic Violence Programs• Gateway Project (Abuser Intervention)

– Conflicts Tactics Scale = pre/post test of attitudes towards relationships and handling conflict; Exit interview

• Teen Initiative– Utilizes data from website and in-school pre/post test of students’ knowledge of

healthy relationships. Curriculum currently being re-developed.

• Counseling Program– Composites used to track progress toward specific outcomes and goals; Children’s

Therapy also utilizes customizable service plans.

• Children’s Program Assessments– Developmental evaluations; assessments to measure trauma symptoms

• Legal Outcomes– Allows effective tracking of efforts and outcomes regarding legal cases– i.e. Track progress/time spent towards legal cases. % of successful requests for

Protection Orders.

Example: Children’s Therapeutic Services (FY10)Based on Individual Service Plan DataOf the active participants in FY10 who had at least two efforts towards the…

…Increased Knowledge of Domestic Violence outcome (N=176)…– 21% can define domestic violence the majority of the time. (37)– 68% (including those above) have mostly accurate information about domestic violence.

(120)– 58% have demonstrated increased safety planning skills. (102)

• These children averaged 18-19 total appointments with a median of 12 appointments.

…Decrease in Trauma Related Symptoms outcome (N=114)…– 11% are able to manage trauma related symptoms in all environments. (12)– 56% (including those above) are usually able to manage trauma related symptoms in most

environments. (64)– 54% have demonstrated increased ability to manage trauma related symptoms. (62)

• These children averaged 17 total appointments with a median of 13 appointments.

…Safety Planning outcome (N=183) …– 32% have a safety plan and believe they can implement it. (59)– 58% (including those above) have a safety plan. (106)– 65% have demonstrated increased safety planning skills. (119)

• These children averaged 23-24 appointments with a median of 18 appointments.

Other Uses of Data• Program Quality

– HRM example – POARP follow up surveys, GP and shelter exit interviews, program referrals intended for follow-up within 24 hours

– Customer Satisfaction Feedback surveys; Do clients find the material presented relevant? Are services accessible?

• Fundraising– HRM example – Annual Statistical Package: loaded with outcomes data across the

organizations and by program, from broad (number of clients served) to specific (demographically unique clients served from a particular location with particular outcomes)

– Ability to accurately talk about who you serve and how. – ETO software also enables us to generate “client stories” which paint the picture of how our

services were delivered to make a difference in the safety, stability and well-being of the victim.

• Grant Requests – HRM example – Hotline call data suggested need for bi-lingual Hotline Counselor – we

sought out grant to support additional Spanish-speaking staff for Contact Center– Ability to depict the need for a program or initiative (quantifiably)

• System accountability– HRM example – Police Lethality Program – HRM coordinates with BPD, Mayor’s Office,

Family Crimes Unit – HRM participation on Fatality Review Board also bolstered by data available from ETO software

– Work with other agencies (i.e. police department/courts) to demonstrate trends

House of Ruth MD: Police Lethality Program

• WHO: – Partnership of the House of Ruth MD, The Baltimore City Mayor’s Office,

Baltimore City Police Department, and the Family Crimes Unit• WHAT:

– Police are trained to administer Lethality Assessments on the scene for every criminal DV call they respond to. For every crime, the lethality assessment and incident report are forwarded to HRM staff next business day for educational follow-up/outreach within 48 hrs.

• WHEN: – Launched November 2009 – In FY10

• WHERE: – Pilot in 3 city districts

• WHY: – Greater access to victims who may not have access to services before– Systemic Accountability: #DV crimes = #Lethality Assessments

House of Ruth MD: Police Lethality Program

• Data from FY10 Reveal:– 1,116 Lethality Assessments received– 1,054 Unique victims represented

• Contact Center staff successfully contacted 55%• 25% of all victims contacted enrolled in other

House of Ruth programs– Once they are entered into the database based on the

incident report, any HRM staff can identify client as from Police Lethality if/when they reach out for services at a later date.

– the initial “point of entry” is tagged to the Police Project.

Questions?

A “High-Performing” Organization Clear Goal Strategy Progress Indicators Data to Determine What Works & What Doesn’t Stay On Course – Continuous Improvement Celebrate & Communicate Achievement

Success

“If you can’t demonstrate that you are having a positive impact on the clients you serve, how do you know you aren’t having a negative impact?”

Social Solutions Company Overview

The Leaders in Performance Management

Founded By Former

Case Managers

Affiliations

Connected Health and Human Services

Founders

Chosen by Thousands of High-

Impact Organizations

ETO Software Customers House of Ruth Maryland Elizabeth Stone House National Family Justice Center

Alliance Crystal Judson Family Justice

Center California Partnership to End

Domestic Violence A Woman’s Place Harbor Cov Human Options Latin American Youth Center

PA Coalition Against Rape Center for Community

Solutions STAND! Against Domestic

Violence Survivors and Advocates for

Empowerment YWCA Sonoma County

ETO Short for Efforts to Outcomes Software

Customizable and Flexible performance management tool for:▫ Individual & Family Demographics▫ Case Management▫ Information and Referral▫ Services Tracking ▫ Group Services/Attendance▫ Outcomes Tracking▫ Client Measurement and Needs Assessments▫ Shelter Room/Bed Occupancy

ETO Software for Domestic Violence Programs Sample Domestic Violence Program

▫ Central intake▫ Needs/Risk assessment▫ Information & Referral tracking (i.e. AIRS 211)▫ Core client record referral to internal and external programs▫ Common program types

Hotline Shelter

▫ Rooms/Bed Occupancy Counseling/Case Management

▫ Individual Service plans▫ Groups▫ Clinical Assessments

Teen (Outreach)▫ Pre/Post surveys of knowledge changes

Legal Representation and/or Advocacy

Customizable Home Pages By Program

Core Client Record Create New with Wizards

Workflow and Risk Assessments

Assessment Wizard Tools

Document Internal and External Referrals

Track Basic Services

Track Outcomes

ETO Reports by Client or by Program

Client Dashboard

Group Services/Attendance Rate Reports

Shelter Room/Bed Occupancy

Additional Functionality

Entities▫ Service Providers ▫ Referral Sources ▫ Employers ▫ Volunteers

General Program▫ i.e. Outreach Events

# people reached # handouts given # meals served

Agency rolodex of contacts• Create email lists• Track Services/Efforts

Towards• Record Assessments

Additional Functionality & Tools

Functionality▫ Families/Households▫ Housing/Rooms Reservation▫ Employment▫ Scheduling▫ Attendance/Bar Code

Scanning▫ Vouchers Tools

▫ Batch Upload tools▫ Exporting capability▫ Open API▫ Advanced Reporting/Query

Tools Write/design your own

reports

Agency Level Dashboard Report

ETO Software for Domestic Violence Programs Sample Domestic Violence Program

▫ Central intake▫ Needs/Risk assessment▫ Information & Referral tracking (i.e. AIRS 211)▫ Core client record referral to internal and external programs▫ Common program types

Hotline Shelter

▫ Rooms/Bed Occupancy Counseling/Case Management

▫ Individual Service plans▫ Groups▫ Clinical Assessments

Teen (Outreach)▫ Pre/Post surveys of knowledge changes

Legal Representation and/or Advocacy

Questions?

Questions or Social Solutions Overview Demonstration Every Tuesday at 2pm EST

To register, contact:MoreInfo@socialsolutions.com

House of Ruth MarylandCarol Bernstein -- Contact Center Manager

410-554-8442 cbernstein@hruthmd.org