One Call, One Click

Innovate Memphis One Call, One Click Design Workshop 1

Innovate Memphis with the Consilience Group, held the first Workshop in their design of the new Memphis One Call, One Click program.

OBJECTIVE: Mobility management to better connect seniors and citizens with disabilities to transportation choices to access healthcare and other wellness services.

Innovate Memphis has used a “Human Services Value Curve” to make connections and collaborate with agencies. The mission of the group will be to integrate services to be more efficient and effective. The two end goals of the human services value curve are efficiency a one pole, and effectiveness at the other. The overall idea is to move from intervention into problems with solutions to preventing problems from occurring.

There were 15 people at the workshop from a variety of Memphis agencies. Kevin and Laura from the Memphis Fire Department. Meredith of Consilience along with Jenessa and Sarah-Beth. Natalia Logan-Robinson and Susan Carlson of Innovate Memphis were the hosts. Cynthia McKinney joined via video from Chattanooga.

Innovate Memphis and the Consilience Group will design a program, create a partner network with a letter of understanding and create a sustainable solution to non-emergency medical transportation in Memphis. They will create a solution that is:

1. Person Centered
2. Research based
3. Collaborative and
4. Results focused

Jenessa pointed out that Atlanta and San Diego both have a on call, one click system now. She pointed out that in researching that MCIL had provided a “really wonderful,” focus group.

The problem is most chronic in the overuse of Emergency Medical Services. Their figures show that 14% of users have disabilities and that 20% of the calls are not emergencies. Jenessa also found that 23% of 211 calls were for medical transportation and that most of those needs are not met.

Some other problems are that door-to-door services have a long wait, that drivers do not provide needed services along with transportation and that transportation is necessary for non-medical to prevent isolation, socialization and to prevent poor health.

Kevin of the MFD pointed out that he has a list of 370 people who call 911 more than three times a week. Their major need is transportation to primary care. There are also needs for transportation, mental health and substance abuse.

One call, one click sees the general need as 1. Information and referral of all local transportation resources. 2. Trip planning pointed at the individual that needs the service. 3. Scheduling and payment for the trip. 4. Brokerage to coordinate the resources and payment.

The target for a pilot program is February 2019.

The next design session will be Workshop 2 on September 12, and the Final Deliverables meeting on October 31.