Abstract
IntroductionThe Support. Empower. Learn. Parenting Health Initiative (SELPHI) provides expectant and parenting youth ages 16–24 in Philadelphia with supports to improve educational, social, and economic outcomes to shape their health and the health of their children. Phone, text, video-based, and social media communication technology is built in to SELPHI’s program design to facilitate case management and connect clients to a broad referral network. Given the novelty of using information and communication technology (ICT) in case management, the reported lessons learned seek to give providers a specific and nuanced picture of ICT in case management.MethodsIn its initial 6-month implementation period, SELPHI’s five case managers, called Navigators, served 59 clients. Data from feedback surveys and case records were collected from clients and Navigators. Data included client demographic characteristics, needs assessment, and contact records to inform continuous quality improvement (CQI).ResultsICT’s benefits included having multiple ways to connect to difficult-to-reach clients, the ability to be more responsive to clients, and the flexibility to address scheduling and transportation barriers. ICT’s challenges are related to Navigators’ boundary setting, limitations on rapport building, and data security considerations. CQI data are presented to illustrate the lessons learned. Text messages were the most prevalent ICT; phone calls were most successful in engaging clients. Clients’ ICT preferences differed by purpose of communication.DiscussionFindings suggest that programs should understand the nuances of client contact preferences. To maximize the benefits of ICT, programs must develop or adapt protocols based on preference and purpose of communication.
Highlights
IntroductionText, video-based, and social media communication technology is built in to SELPHI’s program design to facilitate case management and connect clients to a broad referral network
SELPHI enrolled 59 clients; Navigators made a total of 799 contact attempts using information and communication technology (ICT) and an additional 150 in-person contacts
Program designers can maximize the benefits of incorporating ICT by scanning the experiences of other programs
Summary
Text, video-based, and social media communication technology is built in to SELPHI’s program design to facilitate case management and connect clients to a broad referral network. Data included client demographic characteristics, needs assessment, and contact records to inform continuous quality improvement (CQI). Using information and communication technology (ICT), including email, text messaging, video chatting, and social media messaging with devices such as laptops and smartphones, has been recognized as a strategy to increase efficiency, collaboration, organization, and access to information for case managers (Perron et al 2010). Text, video-based, and social media communication technology is highly utilized among young people today (Smith, 2011; Villanti et al 2017); ICT is a practical means to deliver services to this population
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