Leza Wainwright Chief Executive Officer. Dr. Denauvo Robinson Chair, Governing Board of Directors

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1 2017 ANNUAL REPORT

2 Trillium Health Resources has a simple missio: trasformig the lives of people i eed by providig them with ready access to quality care. While the statemet itself is simple, the steps ad effort to achieve this outcome are ot. Each year, Trillium develops aual priorities to help illustrate where our staff targets their efforts. From customer service to supportig evidece-based services to advacig techology, Trillium works iterally ad with exteral orgaizatios to meet the eeds of the members we serve alog with these goals. Some of these examples iclude: Developig a strog ad supportive relatioship with providers that resulted i our achievig a overall satisfactio ratig of 89.8% amog our Provider Network. Esurig that members, their families, ad commuity stakeholders have iput ito Trillium s plaig by icludig resposes from 1,702 idividuals i the aual Gaps ad Needs process, a icrease of 64.7% from the prior year. Supportig efforts i the opioid epidemic through staff ivolvemet o commuity groups, fudig for aloxoe kits, ad assistace to peer support services ad sober livig resideces. Trillium ad other maaged care orgaizatios face cotiuous chages. Recurrig budget cuts from the state ad federal govermets ad proposed Medicaid reform cause us to adapt ad evolve so we ca cotiue to fulfill our cotractual ad regulatory requiremets. I the followig pages, you will lear more about how we operate effectively ad efficietly to accomplish this. Trillium parters with a Provider Network, board of directors, commuity agecies, Cosumer ad Family Advisory Committees, ad govermet officials ad represetatives every day. We could ot complete ay of the work o these pages without them ad we thak them for their dedicatio ad collaboratio. Leza Waiwright Chief Executive Officer Dr. Deauvo Robiso Chair, Goverig Board of Directors

3 OUR MISSION Trasformig the lives of people i eed by providig them with ready access to quality care. TABLE OF CONTENTS Our 2017 Priorities 4 Trillium Executive Team 4 Fiacial Overview 5 Regios Directors ad System of Care Staff 6 Cosumer ad Family Advisory Committees 7 Trasformig Lives Awards 7 Trillium Goverig Board 8 Care Coordiatio 9 Child First Iitiative 10 Trasitios to Commuity Livig Iitiative 12 Housig Services 12 Provider Network 13 Opioid Epidemic 14 Crisis Itervetio Team ad Mobile Crisis 16 Iovatio ad Quality Improvemet Projects 18 3

4 2017 PRIORITIES Every Perso First, Every Time Activities that improve our customer services to all customers Trillium 2020 Visio Evidece-based services, otreatmet activities, itegrated care, ad crisis services to ehace overall quality for customers Advacig Techology Stregthe the use of techology withi Trillium (website ehacemets) ad with those we serve (assistive techology) Oe Commuity Together Activities that icrease ad improve local commuity relatioships while demostratig Trillium s ivestmet i people livig where we serve Eterprise Itegratio Work together to esure a cosistet level of excellece amog all departmets throughout the orgaizatio TRILLIUM EXECUTIVE TEAM Leza Waiwright Chief Executive Officer Cidy Ehlers Vice Presidet Cliical Operatios Joy Futrell Vice Presidet Busiess Operatios Susa Haso Vice Presidet Operatios Dr. Burt Johso Chief Medical Officer Richard Leisser Geeral Cousel Mike Lewis Chief Iformatio Officer Dr. Michael Smith Associate Medical Director 4

5 FINANCIAL OVERVIEW July 1, 2016 Jue 30, % Medicaid Reivestmet Moey saved with cost efficiecies that allow Trillium to reivest i iovative programs ad services for the commuities we serve dollar amout: $14,138,692 2% Care Coordiatio Moey goig to Trillium staff that work i care coordiatio ad are assiged erollees to moitor dollar amout: $10,746,417 9% Access, Quality, ad Admiistratio Call Ceter, QM, Claims, Network, etc. dollar amout: $39,020, OVERVIEW 86% Provider Paymets Moey goig directly to services for idividuals dollar amout: $376,848,020* * breakdow of provider paymets Couty: $2,846,344 State: $61,208,100 Medicaid: $312,793, , ,077 47,670 26,485 51,053 uduplicated cout of Medicaid members i catchmet area idividuals without isurace i catchmet area authorizatio requests (Medicaid ad State) processed calls through call ceter total idividuals served (Medicaid ad State/Federal block grat) 5

6 NORTHERN REGION Blad Baker, Regioal Director SYSTEM OF CARE COORDINATORS Hope Eley Bertie, Gates, Hertford, Marti, ad Northampto Tracey Webster Camde, Chowa, Currituck, Pasquotak, ad Perquimas CENTRAL REGION Dave Peterso, Regioal Director SYSTEM OF CARE COORDINATORS Jea Keefick Beaufort, Crave, ad Pamlico Chiita Vaugh Hyde, Tyrrell, ad Washigto Keith Letchworth Dare ad Pitt SOUTHERN REGION Deaa Campbell, Regioal Director* *Positio held util May 19, 2017 SYSTEM OF CARE COORDINATORS Amy Horga Bruswick, New Haover, ad Peder Kare Reaves Carteret, Joes, ad Oslow REGIONAL CONNECTIONS We Are Part of Your Commuity. Although we serve 24 couties, it s importat to us to have a local presece ad uderstad the diverse eeds of easter North Carolia. We wat to iclude you i the coversatio about what your commuity eeds. Trillium Health Resources is widely accessible ad deeply itegrated i our commuities to help improve access, reduce admiistrative burdes o providers, ad icrease the quality of services. To do this, we have three Regioal Offices, each with a Regioal Operatios Director dedicated to your area. Each regio has a Regioal Advisory Board to esure the local voice is heard o the Trillium Goverig Board. Members of each Regioal Advisory Board also serve o the Goverig Board. Greeville Ahoskie System of Care (SOC) System of Care is a coordiated etwork of commuity services ad supports orgaized to meet the challeges of servig childre with metal health issues ad their families. System of Care is based o the followig pricipals: Child-focused ad family drive Idividualized, stregth-based practices Commuity-based services Iter-agecy collaboratio Wilmigto The SOC model is ot a program: it is a philosophy of how supports ad services should Cultural competece Full participatio of families i all levels Shared resposibility for successful outcomes be delivered. This approach recogizes the importace of family, school, ad commuity. 6

7 It promotes each child s full potetial by buildig o the stregths of the child, family, ad commuity to address physical, emotioal, itellectual, cultural, ad social eeds. Each couty i the Trillium area has a desigated System of Care Coordiator. System of Care Coordiators are kowledgeable about their couties ad the services ad supports available i that particular geographical area. Cosumer ad Family Advisory Committees (CFAC) I keepig with the regioal structure, Trillium has three Regioal Cosumer ad Family Advisory Committees. Each committee has equal represetatio from amog the three disability groups: Metal Health, Itellectual/ Developmetal Disabilities, ad Substace Use. CFACs should be self-goverig ad self-directed, i accordace with G.S. 122C-170 Directives. Trillium recogizes the valuable isight ad experiece that CFAC members The CFAC shall udertake all of the followig: 1. Review, commet o, ad moitor the implemetatio of the local busiess pla. 2. Idetify service gaps ad uderserved populatios. 3. Make recommedatios regardig the service array ad moitor the developmet of additioal services. 4. Review ad commet o the area authority or couty program budget. 5. Participate i all quality improvemet measures ad performace idicators. 6. Submit to the State Cosumer ad Family Advisory Committee fidigs ad recommedatios regardig ways to improve the delivery of metal health, developmetal disabilities, ad substace abuse services. ca cotribute to our decisio-makig process. Represetatives from CFAC comprise 25% of our votig goverig board members. Trasformig Lives Awards sposored by Trillium Health Resources Triple A Award Awareess, Advocacy & Assistace give to: oxford house iteratioal Recogizes providers that demostrate exceptioal public awareess ad/or advocacy fuctios through prevetio, outreach, public awareess, advocacy, ad welless to the commuity. Excellece i Implemetig Best Practice Award give to: power of u, coastal horizos, kids first ad easterseals ucp (all part of the replicatio site for Child First) Recogizes providers that demostrate implemetatio of evidece-based practices with fidelity to the model to achieve superior outcomes. Parterig i Actio Award give to: ew haover couty health departmet Recogizes providers that demostrate how their orgaizatio has collaborated with a private provider or other commuity parters to improve the services offered i their catchmet area. Erollee-Directed Supports Award give to: beaufort couty developmetal ceter Recogizes services that directly employ or ivolve erollees who are or have bee i treatmet ad that improve care to existig cliets. Exceedig Expectatios Award give to: itegrated family services Recogizes provider agecies that perform above ad beyod the ormal realm of services. Distiguished Licesed Idepedet Practitioer Award give to: thomas mates Recogizes a licesed idepedet practitioer who fosters therapeutic relatioships amog erollees, commuity parters, ad peers while demostratig itegrity ad professioalism while providig quality services. Prestigious Commuity Affiliate Award give to: bitty ad beau s coffee Recogizes a oprovider orgaizatio that ehaces the lives of idividuals with disabilities through programs or activities withi their commuity. Impact Award give to: oxford house iteratioal Recogizes provider agecies that demostrate the effectiveess of their crisis respose system. Care Itegratio Award give to: better coectios Recogizes a program or service that is effectively itegratig behavioral ad health care services for MH/DD/SA erollees ad demostratig positive outcomes. REGIONAL CONNECTIONS 7

8 TRILLIUM GOVERNING BOARD The Goverig Board collaboratively plas, budgets, ad moitors Trillium operatios. It is composed of a equal umber of members from each Regioal Advisory Board. This two-tiered goverig structure allows for accoutability of services withi our commuities, a local service model, ad local advocacy opportuities for idividuals ad family members. Dr. Deauvo Robiso Chair David Creech Vice Chair Joatha Ellis Mary A Furiss Duae Holder Commissioer Zack Kooce Commissioer Wally Overma Waye Petteway Gle Simpso Sheri Slater Commissioer Roie Smith Emmie Taylor Lea Wolf 8

9 Care Coordiatio Care Coordiatio is a perso-cetered, assessmet-based iterdiscipliary approach to itegratig behavioral health services, itellectual/developmetal disabilities (IDD) services/supports, primary health care, ad atural ad commuity social support services. This fuctio is completed i a cost-effective maer i which a idividual s eeds TRILLIUM + UNCW TO DEVELOP PREDICTIVE ANALYTICS Trillium partered with the Departmet of Mathematics ad Statistics at UNC Wilmigto to develop a data aalytics project for populatio health. A professor ad graduate studet i the ewly formed M.S. i Data Sciece degree program will participate o the project. As of Summer 2017, Trillium ad UNCW are defiig ad cleaig the data that will be used i the project. Next, UNCW will begi to aalyze the data ad develop the algorithms that will be ecessary to create the predictive aalytic model. Oce complete, the model will be able to predict those members who are at highest risk for a utoward outcome or crisis evet. ad prefereces are assessed, a comprehesive care pla is developed, ad services are maaged ad moitored by a Care Coordiator. Itegratig primary ad behavioral health care has become the best approach to care for people with complex health care eeds. Itegratio icludes both improvig the screeig ad treatmet for behavioral health care eeds withi primary, acute, ad post-acute care settigs, as well as improvig the medical care of people receivig services i behavioral health care settigs. Oe study of a itegrated care model foud that idividuals with serious metal illess had a decreased rate of metal health hospitalizatios (-3.9%) ad physical health hospitalizatios (-10.3%), versus the compariso group members for the same (+10.1% for metal health ad -8.1% for physical hospitalizatios).* Care Coordiators iclude qualified professioals, licesed cliicias, ad peer support specialists. REGIONAL CONNECTIONS *Coected Care: Improvig Outcomes for Adults with Serious Metal Illess, The America Joural of Maaged Care Aisley s Agels builds awareess for idividuals with special eeds through iclusio i all aspects of life. Their Roll with the Wid race series, pictured here, awards medals to both the riders ad ruers for completig each race. 9

10 TRILLIUM INITIATIVES: CHILD FIRST North Carolia was selected as the first replicatio site for Child First, assisted by the efforts of Trillium Health Resources. Coastal Horizos, Easterseals UCP, Kids First, ad the Power of U are all affiliate agecies i the Trillium catchmet area. There are a total of 32 cliical teams servig these Child First programs. From Child First Child First helps strugglig families build strog, urturig relatioships that heal ad protect youg childre from the devastatig impact of trauma ad chroic stress. We use a two-geeratio approach, providig psychotherapy to parets ad childre together i their homes, ad coectig them with the services they eed to make healthy child developmet possible. Research shows that Child First stabilizes families ad improves the health ad well-beig of both parets ad childre. This prove itervetio curretly has 15 sites throughout Coecticut ad is ow replicatig i Florida ad North Carolia. Q& A A mother with a two-year old child that has bee workig with a cliicia through Kids First (oe of our parter agecies that offers Child First services) shared her experiece. Q: How has Child First helped you ad your child? A: They helped me be more coected to him. He has bee more happy. I ca read more of his cues & kow what he wats me to do. Q: What as the best part of the Child First experiece for you? A: Helpig me maage my time with him. Q: What skills have you gaied from participatig i Child First? A: Beig able to reach him, kow what he wats & kow what he eeds. Q: What would you like others to kow about Child First? A: That they really eed to use y all. 10

11 TARGET POPULATION: REFERRALS: HOME-BASED INTERVENTION: COMPONENTS: Preatal through five years old at the oset of services ad o exclusio criteria for childre as log as they reside i the Trillium geographic area covered by Child First. Commuity agecies, providers, or parets ca all make a referral. Cliicias visit families at home i their ow eviromet to help improve access to care ad provide a comfortable, familiar site to egage the family. Egagemet, Comprehesive Assessmet, Developmet of Child ad Family Pla of Care, Paret-Child Psychotherapeutic Itervetio, Ehacemet of Executive Fuctioig (metorig for the caregivers), Metal Health Cosultatio i Early Care ad Educatio, ad Care Coordiatio. EXCELLENCE IN BEST PRACTICE wier from NC Coucil of Commuity Programs 2016 Programs of Excellece Awards DATA FROM CHILD FIRST: Childre i the Child First Itervetio were 42% less likely to have exteralizig symptoms (meaig aggressive, defiat, disruptive, or hyperactive behavior) tha childre i Usual Care at 12-moth follow-up, usig the Ifat-Toddler Social-Emotioal Assessmet (odds ratio = 4.7, moderate effect size). Mothers i the Child First Itervetio were 64% less likely tha mothers i the Usual Care group to report scores i the cliical rage for metal health issues at 12-moth follow-up, usig the Brief Symptom Ivetory (odds ratio = 4.0). The Child First Itervetio group had 91% of service eeds met at 12-moth follow-up, compared with oly 33% i Usual Care group (with a large effect size). A mea of 15 services were accessed by Child First families. CHILD FIRST Sice iceptio i 2016, Trillium has served at least oe child i each of the 24 couties. Admissios from 7/1/16 to 6/30/17: 384 childre ad their families Number of childre actively i treatmet as of 5/31/17: 277 (with at least 52 of the childre i the 0-3 age rage) Waitlist as of 5/31/17: 81 childre 11

12 Trasitios to Commuity Livig Iitiative (TCLI) The Trillium Trasitios to Commuity Livig Iitiative departmet works i collaboratio with the North Carolia Departmet of Health ad Huma Services ad other MCOs across the state to meet the goals specified i the Departmet of Justice (DOJ) Settlemet Agreemet. The Trasitios to Commuity Livig Iitiative staff primarily works to esure idividuals with serious metal illess idetified withi the DOJ Settlemet Agreemet are: Give choice i determiig where they would like to live Provided access to supports ad services to assist with safe ad successful trasitios ito the commuity Liked to evidece-based, perso-cetered, recovery-focused, ad commuity-based supports ad services TCLI July 1, 2016 Jue 30, idividuals cotacted through i-reach at state hospitals agreed to trasitio to idepedet housig 63 idividuals actually trasitioed to idepedet housig 206 idividuals foud supported employmet Sice the project iceptio i 2015, Trillium has helped to trasitio 247 idividuals amog the highest of all MCOs i the state. Housig Services Trillium believes uless a perso has decet, safe, ad affordable housig, the likelihood of beig successful i treatmet is low. We are committed to parterig with commuities across easter North Carolia muicipal ad rural to esure idividuals are liked to the services ad supports they eed for health, well-beig, ad quality of life. To coordiate efforts, avoid duplicatio, ad obtai the best outcomes for people served, Trillium housig staff works closely with commuity represetatives ad agecies. I FY 2017, Trillium provided $318,598 i fudig to various parters to help icrease ivetory for idividuals i eed of housig assistace. As a result, 541 idividuals have secured housig so they ca focus o recovery ad a successful outcome. 12

13 Provider Network Trillium s Provider Network helps us fulfill our resposibility i esurig access to high quality, medically ecessary care for the idividuals we serve. Trillium recogizes our success i maagig these services depeds upo the providers i our etwork. PREFERRED PROVIDERS: Trillium Health Resources has desigated six agecies as Preferred Providers as part of our existig etwork, providig services throughout 24 couties i easter North Carolia. To achieve the desigatio, the providers completed a Request for Applicatio process ad implemeted ew requiremets i October Itegrated Family Services, PORT Huma Services, RHA, Access Family Services, Pride i North Carolia, ad DREAM Provider Care each maitai multiple offices throughout the Trillium regio (with the exceptio of DREAM, which operates solely i Washigto/Beaufort couties). Each PROVIDER SATISFACTION SURVEY I 2016, Trillium s overall satisfactio score was 89.8% up from 73% the previous year. Trillium was raked secod-highest i North Carolia for overall provider satisfactio. agecy must allow same day walk-i appoitmets, utilize Cliical Health Assessmets for Tees (CHAT) usig Trillium-supplied tablets, provide the Behavioral Health Idex- Multimedia Versio (BHI-MV) olie tool for adults, ad complete a Traumatic Brai Ijury (TBI) screeig tool as eeded. More assessmet tools may be added as Trillium works towards stadardizig practices ad screeigs for coditios usig more evidece-based practices for metal health ad substace-use treatmet i easter NC. HOUSING AND PROVIDER NETWORK As of Jue 2017, Trillium cotracts with 429 providers with more tha 700 locatios i the catchmet area. 183 Agecies 429 providers 28 Hospitals 12 DSOHF (Divisio of State Operated Healthcare Facilities) 162 LIPs (Licesed Idividual Practitioer) 44 LIP Group Practices 13

14 Opioid Epidemic North Carolia received more tha $31 millio to address the opioid crisis through the 21st Cetury Cures Act ad the State-Targeted Respose to the Opioid Crisis Grat i May The fuds will be divided amog the seve Maaged Care Orgaizatios (MCOs) i the state, icludig Trillium. The MCOs will be tasked with icreasig access to prevetio, treatmet ad recovery supports, reducig umet treatmet eed, ad reducig opioid-related overdoses ad deaths. The Substace Abuse ad Metal Health Services Admiistratio (SAMHSA) awarded the grat to the North Carolia Departmet of Health ad Huma Services. North Carolia will receive $15,586,724 i the first year. Eighty percet of the fuds must target outreach, egagemet, treatmet, ad recovery services. Trillium has a log history of documetig the uder-served substace use disorder populatio. Trillium s legacy orgaizatios experieced a greater demad for itervetio ad treatmet services tha available fudig could support as early as PREVALENCE OF THE PROBLEM The Substace Abuse ad Metal Health Services Admiistratio (or SAMHSA) estimates that for idividuals 18 years old ad over, about 4.21% use o-medical pai relievig medicatios. Based o a populatio of about 1,011,526 idividuals i our catchmet area, approximately 42,585 use o-medical pai relievig medicatios. Of these, 14,053 are eligible to receive services through Trillium. Trillium providers treated 818 people for opioid depedece i fiscal year Therefore, over 13,000 are still i eed of help. 14

15 Through iitiatives fuded with reivestmet dollars, services coordiated with cotracted providers, ad programs or parterships with commuity supports ad agecies, Trillium has worked to assist idividuals access the help they eed. Two cities i the Trillium catchmet area Wilmigto ad Jacksoville rak amog the atio s worst for opioid abuse.* We are devoted to removig that desigatio. Jacksoville Trillium has determied the followig steps are ecessary i fightig the opioid epidemic: cotiuum of itervetio poits Wilmigto assessmets: both i perso with a cliicia ad olie, aoymous assessmets variety of treatmet services follow-up care throughout recovery May programs exist with support from Trillium that help fulfill these goals: Healig Trasitios i Raleigh accepts ayoe from the Trillium area seekig log-term, peer-led treatmet for substace use disorders. Welless Cities i Wilmigto, New Ber ad Greeville provide peer support services to hudreds i recovery. Oxford Houses accommodate more tha 60, icludig wome with childre, while offerig safe, sober-livig eviromets. Trillium s Opioid Treatmet Resource Guide was developed by our care coordiator dedicated to pregat wome with substace use disorders. Through the NC Harm Reductio Coalitio, over $100,000 worth of aloxoe kits purchased by Trillium were shared with first respoders. Naloxoe is used to reverse the effects of a opioid overdose. So far, over 500 lives were saved this year usig these kits. OPIOID EPIDEMIC Trillium welcomes the opportuity to expad our efforts o top of the work we are already udertakig to reverse this devastatig epidemic. *The Opioid Crisis i America s Workforce, April 2016: 15

16 Crisis Itervetio Team (CIT) ad Mobile Crisis Crisis Itervetio Team traiig is a jail diversio ad de-escalatio model of traiig for law eforcemet durig which officers gai a better uderstadig of the eeds of idividuals with metal illess, substace use disorders, or itellectual/developmetal disabilities. Istead, the idea is to divert them to treatmet whe this ca be doe at little risk to public safety. While Trillium facilitates the traiig, it is very much a commuity collaboratio. The traiig relies o the support ad ivolvemet of the local Natioal Alliace of Metal Health (NAMI) chapter, commuity colleges, provider agecies, hospitals, behavioral health professioals, ad, of course, law eforcemet officials. Represetatives from the Williamsto Police Departmet, Vidat Compay Police, Widsor Police Departmet, Plymouth Police Departmet, Washigto Police Departmet, Chowa Couty Sheriff s Office, Departmet of Public Safety Probatio ad Parole, ad Pitt Couty Detetio Ceter completed CIT traiig i Jue I 2016, Trillium siged a agreemet with the North Carolia Departmet of Public Safety (NCDPS) to deploy Crisis Itervetio Team traiig statewide to its staff of more tha 11,000 correctioal employees. Nearly 3,500 correctioal officers ad staff employed at the 12 state prisos i the NCDPS Coastal Regio will complete 40 hours of itesive traiig coordiated by Trillium ad taught at Pitt Commuity College. Trillium has expaded the umber of CIT traiers to help meet the icreased demad FISCAL YEAR: July 1 Jue Total Classes Officers Traied Differet Agecies Collaboratig i Traiig 35 16

17 MOBILE CRISIS SERVICES: Trillium embraces North Carolia s Crisis Solutios Iitiative to esure people kow where to get help quickly ad effectively rather tha goig to a hospital emergecy room whe experiecig a behavioral health or itellectual/developmetal disability crisis. Types of emergecy/crisis services available i our area iclude: Mobile Crisis Teams: RHA ad Itegrated Family Services cotract with Trillium to provide o-site staff traied i crisis prevetio ad stabilizatio techiques. Facility-Based Crisis Ceters: A alterative to hospitalizatio for adults who have metal health ad/or substace use challeges or a itellectual/developmetal disability ad are i crisis. Crisis Itervetio Team (CIT) Traiig Program: A jail diversio ad de-escalatio model of traiig for law eforcemet durig which officers gai a better uderstadig of the eeds of idividuals with metal illess, substace use disorders or itellectual/developmetal disabilities. NC START: A commuity-based crisis prevetio/itervetio service for adults 18 ad older with Itellectual/ Developmetal Disabilities (I/DD). Metal Health First Aid Classes: A iteratioal, evidece-based program desiged to improve kowledge ad modify attitudes ad perceptios about metal health ad related issues. Telepsychiatry Techology i Various Provider Sites: Icorporates moder techology to coect psychiatrists ad behavioral health professioals with people livig i remote areas. TRAINING AND MOBILE CRISIS Metal Health First Aid (MHFA) is a public educatio program that helps participats idetify, uderstad, ad respod to sigs of metal illesses ad substace use disorders. Trillium offers frequet traiig sessios that are ope to ayoe iterested. YOUTH MENTAL HEALTH FIRST AID total traiigs people traied ADULT MENTAL HEALTH FIRST AID total traiig people traied classes 17

18 INNOVATION AND QUALITY IMPROVEMENT PROJECTS Trillium oversees a variety of iteral quality improvemet projects desiged to address idetified problems that impact performace or erollee care. The projects i fiscal year focused o: Icreasig Outpatiet Therapy i childre receivig Therapeutic Foster Care services Improvig the Trillium Health Resources Provider Directory Decreasig the upstream Medicaid ecouter claims deial rate Icreasig access to adequate admissio, discharge, ad trasfer data from hospitals i the Trillium service area Improvig the Overall Provider Satisfactio with Trillium The results have bee positive, icludig a icreased emphasis o the importace of therapeutic foster care childre receivig outpatiet services; icreased access to adequate Admissio, Discharge, ad Trasfer (ADT) data from hospitals withi the catchmet area, ad a decrease i deied Medicaid ecouter claims to less tha 5%. Trillium has dedicated oe of our aual priorities to Advacig Techology: Activities which icrease the use of techology with the members we serve ad withi Trillium. We edeavor to offer moder, iovative techology ad equipmet to improve the lives of the idividuals we serve. I additio, Trillium cotiues to trai staff to utilize predictive aalytics, explore ew techology to share with members, ad i the software used whe assessig treatmet outcomes of our members. Comprehesive Health Assessmet for Tees/BHI: This stadardized ad evideced-based screeig tool that expads 12 domais has prove to icrease overall self-disclosure from adolescets (ages 13-18) whe eterig treatmet. Usig this iovative techology allows Trillium to yield data to idetify treds i adolescets ad adults seekig metal health ad/or substace use treatmet earlier o i the treatmet plaig process. Crisis Chat: Itegrated Family Services provides olie emotioal support, crisis itervetio, ad suicide prevetio services to idividuals withi the our catchmet area. All crisis chat specialists are traied i crisis itervetio. Assistive Techology: Trillium believes everyoe has the right to choose where they wat to live, icludig people with itellectual or developmetal disabilities. To assist adults ad childre who have such disabilities, the Grats for Idepedece program offers items such as commuicatios devices, adaptive equipmet, ad security systems. AccessPoit: This website offers olie, aoymous, evidece-based, self-coducted screeigs for: Depressio, Bipolar Disorder, Post-Traumatic Stress Disorder, Substace Use Disorder, Alcohol Use Disorder, Geeralized Axiety Disorder, Eatig Disorders, ad Adolescet Depressio. 18

19 PERFORMANCE DATA METRICS July 1, 2016 Jue 30, % of claims processed withi 30 days 99.7% of authorizatios processed withi 14 days TRILLIUM INNOVATIONS 4.4 secods average speed to aswer calls (Call Ceter) 100% of complaits resolved i 30 days 19

20 Call , our Access To Care umber, from aywhere, ay day, ay time. TrilliumHealthResources.org NORTHERN REGIONAL OFFICE 144 Commuity College Rd., Ahoskie, NC CENTRAL REGIONAL OFFICE 1708 E. Arligto Blvd., Greeville, NC SOUTHERN REGIONAL OFFICE 3809 Shipyard Blvd., Wilmigto, NC Admiistratio: