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As you are aware, BPHC is transforming how we work with health centers to enhance our service to you and provide a better customer experience. A key part of the transformation was to change our approach to health center engagement. We shifted from a solely geographic-based, generalist approach to a specialized, functional approach in two areas:
- The Office of Northern Health Services is now the Office of Health Center Investment Oversight (OHCIO). This office monitors and assesses awardee performance with supplemental grant awards to support successful implementation of these investments and to improve primary care outcomes.
- The Office of Southern Health Services is now the Office of Health Center Program Monitoring (OHCPM). This office monitors and assesses health center compliance with Health Center Program Requirements to optimize organizational performance and advance the Health Center Model of Care.
Due to this shift, staff roles have changed. In the past, a single Project Officer provided you with guidance related to base requirements and any supplemental funding you had received. Now, staff work in specialized teams that are focused on specific functional areas to support health center performance. For example, one group specializes in supporting awardees with implementation of the Primary Care HIV Prevention (PCHP) funding, and another in preparing for and conducting operational site visits. By focusing more narrowly, each group develops greater expertise on the topic and can more quickly and thoroughly provide you with the answers you need.
Over the last several months, as well as at the May 4 Today with Macrae (watch the recording), BPHC leaders discussed who to contact to get your questions answered now that you no longer have a dedicated Project Officer. In the coming months, we will update you on process and technology improvements we are implementing. In the interim, this message clarifies who you can reach out to with questions about your grants and operations.
The recently improved BPHC Contact Form makes it easier for you to indicate the subject of your inquiry so that we can route it directly to the new specialized teams. This will enable us to more quickly respond to routine inquiries with answers and/or additional information. However, we understand that sometimes you have urgent questions that require more immediate attention or complex questions that require context or discussion.
Our goal is to acknowledge receipt of and/or respond to your inquiry within 1-2 business days. If that isn’t possible, we aim to resolve it as quickly as we can.
Here is guidance for how to direct questions and inquiries depending on the topic and the urgency:
Here are the email addresses for time-sensitive or complex questions (linked in the graphic above):
NOTE: We’ve sent this message ONLY to health center leaders. Please share it with your staff.
Thank you for your flexibility, patience, and support as we continue to make improvements. Your feedback throughout this process has been instrumental in helping us further improve your experiences interacting with us. Please continue to share any suggestions on how we can improve, as our ultimate goal is to provide you with the highest level of customer support.
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