The document outlines information about the Client Services Unit (CSU) of the AIDS Activities Coordinating Office (AACO) in Philadelphia. It discusses the CSU's mission to help and advocate for people living with HIV/AIDS. It provides data on the 1976 client intakes completed in 2017, including demographics and most common needs. It also describes the transition of AACO's Housing Services Program to the City's Office of Homeless Services and details the consumer feedback process for AACO-funded services.

1. Client Services Unit
Health Information Hotline
AIDS Activities Coordinating Office
HIV Integrated Planning Council
May 10,2018

2. Agenda
1
Mission
2
Key Point of Entry: Medical Case Management Services
3
Intake Data
4
Transition of AACO Housing Services Program
5
Consumer Feedback Process

3. CSU Mission
Help people living with HIV and at-risk individuals
understand their needs and make informed decisions about
possible solutions
Advocate on behalf of those who need special support
Reinforce clients’ capacity for self-reliance and self-
determination through
• education
• collaborative planning
• problem solving

4. Key Point of Entry
Intake services to HIV positive individuals requesting Medical Case
Management Services

5. Medical Case Management (MCM) Services in
the Philadelphia EMA

6. HRSA MCM Definition
• The provision of a range of client-centered activities focused on
improving health outcomes in support of the HIV care continuum
• Activities may be prescribed by an interdisciplinary team that
includes other specialty care providers
• Includes all types of encounters (e.g. face-to-face, phone contact
and any other forms of communication)

7. MCM Key Activities
• Initial assessment of service needs
• Development of a comprehensive, individualized care plan
• Timely and coordinated access to medically appropriate levels of health
and support services
• Continuous client monitoring to assess the efficacy of the plan
• HIV treatment adherence counseling
• Client-specific advocacy
• Assessment of client needs is ongoing
• Re-evaluation of the care plan at least every six months

8. MCM vs. Non-MCM
• “Medical Case Management services have as
their objective improving health care outcomes
whereas Non-Medical Case Management
Services have as their objective providing
guidance and assistance in improving access to
needed services.”
HIV/AIDS Bureau Policy 16-02

9. MCM Services in the EMA
• Approximately $8 million allocated to medical case management
in RW Part A/B and MAI funding
• AACO funded subrecipients provided MCM services to 8,082
unduplicated clients in CY 2017
• 1976 intakes completed through the Client Services Unit in CY
2017
• 23 subrecipients funded throughout the EMA
• CBOs/ASOs
• Hospital outpatient infectious disease clinics, including pediatric
sites
• Stand alone HIV clinics

10. CSU Responsibilities
• Information and referral services for all other AACO
funded programs
• Feedback about funded providers
• HIV Housing Advisory Meetings (DHCD)
• Homeless Death Reviews (MEO)
• CEA-BHRS Workgroups (OHS)
• HIPC Positive Committee
• Transitional Planning Initiative

11. CSU Information
Health Information Helpline is open 8 a.m. to 5:30 p.m. Monday
through Friday
800/215-985-2437
Staffing:
Manager
SW Supervisor
4 City Social Workers
Staff speak Spanish & French
Other languages available through PDPH translation services

12. CSU Wait List
40 people as of 5/8/18
Followed by CSU Intake Workers
Emergencies and other priority populations are
immediately referred to MCM providers
• SCI Clients
CSU workers facilitate HIV medical appointments
for all clients reporting no HIV medical care in last
six months

13. Intake Data

14. 2017 Intake Demographics

15. 2017 Intake Demographics

16. 2017 Intake Demographics

17. 2017 Intake Demographics

18. Calendar Year 2017: Client Needs at Intake (N=1976)
All Clients Male Female
Afr. Amer.
MSM
Latino MSM
Number of Intakes 1976 1291 604 469 74
Percent of Total Intakes 100% 65.3% 30.6% 23.7% 3.7%
Service Category
Housing 50.1% 51.7% 48.5% 55.2% 40.5%
Food Bank/Voucher/
Home Delivered Meal
23.5% 21.8% 28.3% 17.7% 23.0%
Treatment Adherence 40.9% 39.7% 45.0% 39.9% 37.8%
Benefits Assistance 40.2% 39.0% 43.9% 30.3% 40.5%
Medical Care 26.5% 26.4% 24.5% 24.7% 24.3%
Transportation Assistance 22.8% 20.3% 29.1% 18.3% 10.8%

19. AACO Housing Services Program Transitioned
AACO HSP centralized intake for applicants from Philadelphia and
Delaware Counties seeking permanent rental assistance (subsidized
housing)
The main referral source for housing sponsors providing Housing
Opportunities for People With AIDS (HOPWA) or HIV/AIDS Shelter
Plus Care (S+C) housing

20. AACO Housing Services Program Transitioned
• Processed and evaluated individual applications for housing
• Maintained the waiting list:
- 10 to 12 years for rent burdened
- 2 to 3 years for homeless
• AACO Housing Slots & Waiting List transitioned to OHS
(Clearinghouse): July 1, 2017
CEA-BHRS: Streamlined and Standardized
application process for multiple housing streams

21. HOMELESS ASSISTANCE SERVICES
AVAILABLE THROUGH CEA-BHRS
• Homeless Prevention (HP)
• Emergency Housing (EH)
• Transitional Housing (TH)
• Rapid Re-Housing (RRH)
• Permanent Supportive Housing (PSH)

22. Consumer Feedback Process
• Addresses client feedback regarding any and all AACO
funded Care/Prevention services
• All AACO funded subrecipients must have a grievance
process
• Subrecipients must share this process with all clients
• Clients have the option of calling the Health Information
Helpline