An interventional study of Standard Referral to 211 and e-SINCERE (Phone Support) in Social Determinants of Health (SDOH), Digital Health Literacy and Health Services Utilization, sponsored by Andrea Wallace. Recruiting at 1 site in United States. Open to participants aged 18 Years and older, including healthy volunteers. Per ClinicalTrials.gov, last updated 2026-09-25.
Sponsored by Andrea Wallace · Not applicable, Interventional, and Health services research
The e-SINCERE study will evaluate whether providing stable cell phones and digital navigation assistance helps patients overcome ICT barriers and connect more successfully with community services. The study will begin with patients in the UHealth ED, with additional sites added in the future, and will involve working with community service providers and policy leaders to refine and implement the intervention. Findings from this study may guide the development of future programs and policies to improve access to services for patients facing economic and technological barriers.
Health system, governmental, and community service stakeholders
Able to understand English
Adult (> 18 years)
- General screening population:
Any patient who completes the SINCERE screener.
Able to understand or read English or Spanish.
- Survey study inclusion criteria:
Any patient who completes the SINCERE screener who has connected with 211 for service outreach
Able to understand or read English or Spanish.
Adult (> 18 years)
Exclusion Criteria:
Participants receive usual care plus a referral to United Way 211 for assistance with social needs. No additional study-provided phone or navigation support is given.
Other: Standard Referral to 211
Participants receive a study-provided cellphone to ensure stable phone access. They are connected by phone to United Way 211 for assistance with social needs.
Behavioral: e-SINCERE (Phone Support)
Participants receive a study-provided cellphone and direct support from a Digital Navigator. The Navigator assists participants in accessing United Way 211 and helps troubleshoot barriers to connecting with services.
Behavioral: e-SINCERE (Digital Navigation)
Participants receive a standard referral to United Way 211 for assistance with social needs. 211 specialists contact referred patients, provide available service referrals, and follow up in an ad-hoc manner as per standard 211 protocols.
Participants receive a study-provided cellphone to ensure stable phone access. Using this device, participants are connected to United Way 211 specialists, who provide referral services for identified social needs. This intervention focuses on overcoming communication barriers that might otherwise prevent successful service connection.
Participants receive a study-provided TracFone and direct support from a trained Digital Navigator. The Digital Navigator assists participants with accessing United Way 211 services, troubleshooting barriers to phone or internet use, and reinforcing follow-through on referrals. This arm is designed to provide enhanced, structured navigation support to address digital access barriers and increase successful service connections.
Successful connection to community social services (any service)
Proportion of participants who have at least one documented successful connection to a community social service (e.g., housing assistance, utilities, food support, transportation) within 6 months. Successful connection is defined as a recorded positive outcome in 211 or ServicePoint (client reached and service initiated) or participant self-report confirmed by case notes.
Time frame: 6 months after randomization
Health-related quality of life (PROMIS Global Health)
Change in PROMIS Global Health T-score from baseline to 6 months. Higher scores indicate better overall physical and mental health. Analysis will compare mean change between arms.
Time frame: Baseline, 2 weeks, 3 months, and 6 months after randomization
Emergency department utilization (all-cause ED visits)
Number of all-cause ED visits per participant during the 6-month follow-up period, obtained from the institution's EDW and participant self-report for non-UHealth visits. Analysis will compare mean visits and proportion with any ED revisit between arms.
Time frame: 6 months after randomization
Digital access stability (phone connectivity)
Proportion of participants in the phone/navigation arms with continuous phone connectivity (TracFone active and reachable) for at least 5 of 6 months. Connectivity assessed via phone service logs and navigator contact attempts.
Time frame: 6 months after randomization
Plan to share: No
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Andrea Wallace