Arizona Department of Health Services Breastfeeding Hotline Policy and Procedure Manual

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1 Arizona Department of Health Services Breastfeeding Hotline Policy and Procedure Manual Background During the perinatal period, women have limited time to discuss breastfeeding with a health care professional, either in the hospital or during clinic visits. Many questions arise when breastfeeding is initiated that can be answered quickly and effectively by a breastfeeding expert (consultant). Often times, when postpartum women do not get the support and answers to their questions and perceived difficulties, breastfeeding is discontinued. In order to address one of the barriers to continued breastfeeding, the Bureau of Nutrition and Physical Activity (BNPA) and the Bureau of Women s and Children s Health (BWCH) have partnered to enhance the Arizona Department Health Services (ADHS) Pregnancy and Breastfeeding Hotline to provide 24-hour breastfeeding education/ support services. Objective To provide 24-hour breastfeeding consultation services to all women who call the ADHS Pregnancy and Breastfeeding Hotline for breastfeeding support and information. Providing these services will assist ADHS in achieving its Healthy People 2020 goals of increasing the incidence of breastfeeding to 81.9% of women initiating breastfeeding upon the birth of their babies; increasing the duration of breastfeeding to 60.6% of women for the first 6 months and 34.1% for the first year of their baby s life; 46.2% exclusively breastfeeding for 3 months and 25.5% for 6 months. ARIZONA BREASTFEEDING HOTLINE Original: October 2006 POLICY AND PROCEDURE MANUAL Revision: November 2013

2 Section A Program Specifics Timeframe Language Credentials Liability Insurance Reference Material Equipment The Contractor will assist the ADHS Pregnancy and Breastfeeding Hotline with professional breastfeeding support 24 hours a day, 7 days a week. Due to the demographics of Arizona, it is imperative that the Contractor be able to provide breastfeeding support in the language of the caller s choice. Calls will be answered by, at a minimum, an International Board Certified Lactation Consultant. It is the responsibility of the Contractor to obtain and retain liability insurance for the extent of the contract. In order to stay within the scope of practice and maintain consistency among professionals, all breastfeeding education must be consistent with Breastfeeding Answers Made Simple by Nancy Mohrbacher and Medications and Mothers Milk by Dr. Thomas Hale. The Arizona Department of Health Services shall provide the mobile device to which the Arizona Pregnancy and Breastfeeding Hotline will forward the calls. If the Contractor requires alternate arrangements, a request must be submitted by the Contractor to the ADHS Breastfeeding Program Manager. The Contractor will report all equipment issues to the ADHS Breastfeeding Program Manager or the Arizona Pregnancy and Breastfeeding Hotline Manager. Program/Technical Assistance The ADHS Breastfeeding Program Manager will serve as the Program Manager for the Breastfeeding Support Contract. Any questions, problems, or situations that arise should be brought to her attention, ideally through . If a phone call to a client is necessary, it will not be counted as breastfeeding support by the Contractor and, as such, the Contractor will not be paid. Community Resource List Annual Report Appendix D contains statewide resources that may be incorporated into the community resource list. This list should serve as the starting point but should be expanded as the contract progresses. By October 15 th of each year, a detailed summary of all calls shall be submitted to the ADHS Breastfeeding Program Manager. ARIZONA BREASTFEEDING HOTLINE Original: October 2006 POLICY AND PROCEDURE MANUAL Revision: November 2013

3 Section B Compensation Compensation Compensation Requirements Contractor s Expenditure Report (CER) The Breastfeeding Support Contract is based on a flat on-call rate as well as a per phone call charge as negotiated in the contract. In order to receive payment, a Contractor s Expenditure Report (CER), a Call Log Summary and a Call Log Details must be submitted to the ADHS Breastfeeding Program Manager, 150 N. 18 th Ave, Suite 310, Phoenix, AZ 85007, by the 15 th day of the month after each report month and an annual report by the 15 th day of the month following the end of the federal fiscal year. All Contractor s Expenditure Reports (CER) will be signed by the ADHS Breastfeeding Program Manager. This signature certifies that the Contractor s performance is satisfactory and that payment can be advanced according to the contract. ADHS reserves the right to withhold funds requested for advance payment in the event that program reports are not received or other contract requirements are not being met. Funds can be withheld until such time that the reports are received or ADHS is satisfied that contract requirements are met. Call Log Details Call Log Summary Call Log Details shall be filled out at the time of each phone call. In order to receive payment for the call, all fields must be filled out. If the caller withholds the information, a written explanation and the prompts that were used to probe for the information must be submitted with the log. Call Log Summary must be completed at the end of the month prior to submission to the ADHS Breastfeeding Program Manager. ARIZONA BREASTFEEDING HOTLINE Original: October 2006 POLICY AND PROCEDURE MANUAL Revision: November 2013

4 Arizona Breastfeeding Hotline Call Log: Details Month: Date Time County : Y/N Agency Age of Infant Relationship to Infant Referred By Category/ Topic* Notes Referred To Length of Call *See Summary Log for codes

5 Arizona Breastfeeding Hotline Call Log: Summary Month: Caller Logistics Call Duration Participant Agency Referred by Age of Infant Relationship to Infant Call Reason/Topic A B C D E F G H i J K L M N O P Q R S T U V W Referral Referred to <1 minute 1 2 minutes 3 5 minutes 6 10 minutes minutes 16+ minutes Yes No Hospital Doctor Prenatal <48 hours 48 hours 6 days 7 days 13 days 2 weeks 1 month 2 months 3 months 4 months 6 months 7 months 12 months 1 year Mother Support Person Baby bowel movement Baby fussy/colicky Baby sick Breastfeeding barriers Breastfeeding technique Breast infection Diet Engorgement Family planning Growth spurt Milk supply issues Medical situations/medications Nursing schedule Premature infant Pumping Referral to Lactation Consultant Relactation Return to work/school Sore nipples Teething Twins/multiples Weaning Community Resource : Breastfeeding Services : Program Services Updated: 10/2013

6 Arizona Breastfeeding Hotline Call Log: Summary Annual Report Caller Logistics Call Duration Participant Agency Referred by Age of Infant Relationship to Infant Call Reason/Topic A B C D E F G H i J K L M N O P Q R S T U V W Referral Referred to <1 minute 1 2 minutes 3 5 minutes 6 10 minutes minutes 16+ minutes Yes No Hospital Doctor Prenatal <48 hours 48 hours 6 days 7 days 13 days 2 weeks 1 month 2 months 3 months 4 months 6 months 7 months 12 months 1 year Mother Support Person Baby bowel movement Baby fussy/colicky Baby sick Breastfeeding barriers Breastfeeding technique Breast infection Diet Engorgement Family planning Growth spurt Milk supply issues Medical situations/medications Nursing schedule Premature infant Pumping Referral to Lactation Consultant Relactation Return to work/school Sore nipples Teething Twins/multiples Weaning Community Resource : Breastfeeding Services : Program Services Updated: 10/2013

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