Non-traditional & Intensive Follow Up Strategies for hard to reach Hepatitis C Clients

How to find clients to provide test results and/or engage in care

* The following techniques are only to be employed if the client consents/agrees to be found.

All client confidentiality and HIPPA guidelines, policies and procedures should be followed as usual.

Coalition Building
  • Form linkage agreements with organizations in the area where you will be testing transient populations so that organizations can work together to provide test results and outreach for care. If the client does not return to one site, they may return to another.
  • See HCV Task Force Website: HCV Services Map
Appointment Card
  • Using the staff’s business cards as appointment cards.
  • Design business cards to allow for the follow-up appointment information to be written in the back of the card.
Relationship Building
  • The better relationship you have with the client, the more likely they will return and engage in care.
Asking the right questions at Intake
  • If we needed to find you, are you easy to find? (  ) yes  (  ) no
  • What is the best time of day to reach you by phone?
  • Where is the best place to find you?  What is the best time to find you?
  • Besides this location where we found you today, where else do you hang out?
  • Do you go to soup kitchens?
  • Do you access shelters? If yes, which one(s):
  • Where do you pick up your check at the beginning of the month?
  • Mailing address: Some clients use a friend, family member or social network address as their place where mailing goes to.
    • If you get this information, you can send them a reminder letter asking them to come in to get their results.
  • Asking about social networks: For example: Do you have a close friend that serves as your go-to contact for emergency reasons? If yes, can we get his name and contact information?
Taking Pictures of Clients – keep in chart: Can help staff remember faces, or help staff identify someone they haven’t met personally Use of Incentives
  • Use to increase client-return rates for Results & Follow up appointments.
  • Design an incentive menu of low-cost items specifically targeting transient populations. Such as food bags, hygiene packs, metro cards, cash incentives ($10), grocery store vouchers….
Free Mobile Phone:  Free mobile phones can be provided for people with low income - Safe Link or Assurance
Contacting Clients
  • Telephone Calls: at least 3 attempts at different times of the day
  • Site Visits: Place where client picks up check, Soup kitchen, etc. Verify frequency of client’s visit to the location
  • Home Visits: Ask when likely to be found at home
Google Maps
  • Can use to verify address
  • Can Zoom all the way in to street view to get a picture of building and neighborhood – safety check for home visits
  • Helps with mapping home visits - directions
When Client is MIA
  • Zabba Search– Online Free People Search Program 
  • EPACES – Verifies Medicaid Eligibility Claims – Provides you with address(es)
  • Contact with Court System (Parole Officers)

This list of strategies was developed by
Oscar Lopez of Harlem United ~
See attachments for printable version
Office of Viral Hepatitits Coordination,
Nov 23, 2010, 12:22 PM