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Agenda Item
ASR
Control 21-000283 |
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MEETING DATE: |
06/22/21 |
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legal entity taking action: |
Board of Supervisors |
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board of supervisors
district(s): |
All Districts |
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SUBMITTING
Agency/Department: |
Health Care Agency
(Approved) |
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Department contact
person(s): |
Annette Mugrditchian (714) 834-5026 |
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Jeff Nagel (714) 834-7024 |
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Subject: Amendment No. 4 for Warmline
Services
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ceo CONCUR |
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Clerk of the Board |
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Concur |
Approved Agreement to Form |
Discussion |
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3 Votes Board Majority |
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Budgeted: N/A |
Current Year Cost:
N/A |
Annual Cost:
FY 2021-22 $332,000 |
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Staffing Impact: |
No |
# of Positions:
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Sole Source:
No |
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Current Fiscal Year Revenue: N/A
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Prior Board Action: 06/02/2020
#15 |
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RECOMMENDED ACTION(S):
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1. |
Approve Amendment No. 4 to the Contract with NAMI Orange County, for provision of Warmline Services, for the term of July 1, 2021, through June 30, 2023, increasing funds by $332,000 from $1,116,665 to an amount not to exceed $1,448,665 per fiscal year, for a revised cumulative Contract total amount not to exceed $4,374,814. |
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2. |
Authorize the County Procurement Officer or authorized Deputy to execute Amendment No. 4 to the Contract with NAMI Orange County, as referenced in the Recommended Action above. |
SUMMARY:
Approval of Amendment No. 4 to amend the Contract with NAMI Orange County for Warmline Services will ensure extended hours of operation for Warmline services providing peer-based, toll-free, non-crisis telephone, live chat and texting service available to any Orange County resident needing behavioral health support.
BACKGROUND INFORMATION:
Your Honorable Board of Supervisors (Board) approved the Contract with NAMI Orange County for provision of Warmline Services (Warmline) and the below additional actions have been executed pursuant to appropriate authorities.
Prior Board Actions
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Board Date |
Contract/Amendment |
Action |
Term |
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June 02, 2020 |
Contract |
Board Approved Contract |
July 1, 2020 – June 30, 2023 |
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Amendment No. 1 |
Approved Under BOS Emergency Contracting Authority Resolution |
July 1, 2020 – December 30, 2020 |
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Amendment No. 2 |
Deputy Purchasing Agent Authority - Administrative Revision |
July 1, 2020 – December 30, 2020 |
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Amendment No. 3 |
Deputy Purchasing Agent Authority - Contingency Funding Increase |
July 1, 2020 – June 30, 2021 |
The proposed Amendment will allow services to continue as a 24-hour operation for the term of July 1, 2021, through June 30, 2023, increasing funds by $332,000, with an amount not to exceed $1,448,665 per fiscal year, for a revised cumulative contract total amount not to exceed $4,374,814.
Scope of
Services:
The Warmline is a peer-based, toll-free, non-crisis telephone, live chat and texting service available to any Orange County resident needing behavioral health support. The goal of the Warmline is to provide timely emotional support to individuals who are experiencing grief, sadness, anxiety, anger, fear or loneliness and to reach those who are hesitant to seek behavioral health services due to stigma. In FY 2020-21, service hours were extended to a 24-hour operation in response to the immediate crisis resulting from the public health emergency and, at that time, the Warmline was experiencing approximately a 30 percent increase in call volume. The call volume continues to increase at a steady pace; presently the call volume is approximately 48 percent higher than seen at the beginning of this fiscal year. Continuation of the 24-hour operation will allow the Warmline to support the increased callers in distress resulting from the public health emergency and the longer-term social-emotional impacts affecting the residents of Orange County.
The Warmline utilizes peer-based bilingual staff and volunteers providing services in English, Spanish, Vietnamese and Farsi as well as the language line providing assistance in other languages as needed. The Warmline is anonymous and the availability of chat and text support provides callers with immediate support, including to those who are hearing impaired. Services are provided by staff or volunteers with a similar lived experience as the caller and are trained in evidence-based practices to provide non-judgmental support. All incoming calls are screened for imminent safety concerns and, if needed, callers are immediately linked to the National Suicide Prevention Lifeline. The Warmline is widely publicized via outreach in the community.
Performance
Outcomes:
Total Warmline
Calls
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FY 2018-19 |
FY 2019-20 |
FY 2020-21 through April |
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Total call volume |
53,890 |
69,648 |
86,010 |
The number of calls to the Warmline have been increasing steadily over time. In FY 2018-19, the program received an average of over 4,500 calls/chats/texts a month. In FY 2020-21, in only two years, the call volume per month has nearly doubled, averaging over 7,200 calls. Additionally, since the 24-hours operation began, the Warmline averages 1,225 monthly calls, during the extended time alone between the hours of 3 a.m. - 9 a.m., demonstrating the need for a 24-hour service in Orange County.
Performance outcomes for the proposed Amendment are consistent with current year goals and will demonstrate an improvement in one or more mood states as measured by the Profile of Mood States Scale, a validated and published instrument that measures the change in mood over the course of the call. Outcomes data is analyzed at the end of each fiscal year. It should be noted that the program reports that the intensity of emotions expressed by callers have increased over time since the pandemic began, and the callers’ presenting problems, exacerbated by the pandemic, require additional support to address the current stressors. This may explain in part the decrease in the percentage of callers demonstrating improved mood state during call.
Outcomes
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Goal |
Improvement in FY 2018-19 |
Improvement in FY 2019-20 |
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The majority of the participants will demonstrate an improvement in one or more mood states as measured by the Profile of Mood States scale |
84.6% |
77.8% |
The Contractor's performance has been confirmed as satisfactory. The Health Care Agency (HCA) has verified there are no concerns that must be addressed with respect to Contractor's ownership/name, litigation status or conflicts with County interests. The Orange County Preference Policy is not applicable to this contract award.
The proposed Amendment with NAMI Orange County for Warmline Services does not currently include subcontractors or pass through to other providers. See Attachment B for Contract Summary Form.
The Amendment is presented to the Board less than 30 days from the start date of the contract term due to the additional time to negotiate the ongoing costs for the 24-hour operation coverage.
HCA requests that the Board approve the Amendment No. 4 to the Contract for provision of Warmline Services with NAMI Orange County, as referenced in the Recommended Actions.
FINANCIAL IMPACT:
Appropriations for this Contract are included in Budget Control 042 FY 2021-22 Budget and will be included in the budgeting process for future years.
Should services need to be reduced or terminated due to lack of funding, the Contract contains language that allows HCA to give a 30-day notice to either terminate or renegotiate the level of services to be provided. The notice will allow HCA adequate time to transition or terminate services to clients, if necessary.
STAFFING IMPACT:
N/A
ATTACHMENT(S):
Attachment A – Amendment No. 4 to Contract MA-042-20011424
for Warmline Services with NAMI Orange County
Attachment B - Contract Summary Form
Attachment C - Redline Version to Attachment A