Www.montanamentalhealth.org 1Mental Health America of Montana.

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www.montanamentalhealth.org

1Mental Health America of MontanaThe Montana Warm Line & Virtual Drop-In CenterProgram In A BoxOctober 26, 2010

Dan Aune, MSWMental Health America of Montana2Mental Health America of MontanaPurposeMHA of Montana created a Virtual Drop-In Center which utilizes the telephone and internet social networks to provide home-based support services for consumers of mental health services.3Mental Health America of MontanaLearning ObjectivesUnderstand the need for connecting to others in both urban and rural/frontier environments in the mental health recovery movementLearn how to use multi-modal communications to reach mental health consumersLearn the key strategies for engaging and training consumer respondersApply social networking technologies to build a virtual DIC4Mental Health America of MontanaAgendaThe Importance of Knowing Your MarketDefining A Virtual DICSteps in Planning and Executing the Virtual DOCConducting A Warm Line and Social Networking ToolsMaintenance and Sustainability Strategies

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I. The Importance of Knowing Your Market

6Mental Health America of MontanaWho is your customer? What do you want to achieve? How will you measure?

7Mental Health America of MontanaRecovery ServicesWhat is the state of your State, Region, County, and Locale in regards to recovery?Two definitions are necessary in eliminating the confusion and building a workable understanding:Recovery refers to the process by which persons with or impacted by a mental illness and/or addiction experience and actively manages their disorder and reclaims their lives in the community.Recovery-oriented care is what psychiatric and addiction treatment and rehabilitation practitioners offer in support of the individual/familys own recovery efforts.The principles of recovery are shared interpretations

8Mental Health America of MontanaPrinciples of RecoveryPrinciplesDescriptionsHope

Personal Responsibility

Education People who experience mental health difficulties (consumers) get well, stay well and go on to meet their life dreams and goals.It's up to the consumer, with the assistance of others, to take action and do what needs to be done to keep well.Consumers and family members must learn about what they are experiencing so they can make good decisions about all aspects of their life.9Mental Health America of MontanaPrinciples of Recovery (cont.)Principles

Descriptions

Self Advocacy

Support

Recovery is Holistic

Consumers and family members need to effectively reach out to others so they can get what it is they need, want and deserve to support wellness and recovery.While working toward wellness is up to the consumer, receiving support from others, and giving support to others will help the consumer feel better and enhance the quality of their life.Recovery is a process through which one gradually achieves greater balance of mind, body and spirit in relation to other aspects of ones life, including family, work and community.10Mental Health America of MontanaPrinciples of Recovery (cont.)Principles

Recovery has Cultural Dimensions

Recovery exists on a continuum of improved health and wellness

Each persons recovery process is unique and impacted by cultural beliefs and traditions. A persons cultural experience often shapes the recovery path that is right for him or her.Recovery is not a linear process. It is based on continual growth and improved functioning. It may involve relapse and other setbacks, which are a natural part of the continuum but not inevitable outcomes. Wellness is the result of improved care and balance of mind, body and spirit. It is a product of the recovery process.Descriptions

11Mental Health America of MontanaPrinciples of Recovery (cont.)Principles

Recovery involves a process of healing and self-redefinition

Recovery involves (re)joining and (re)building a life in the community

Recovery involves addressing discrimination and transcending shame and stigmaRecovery is a holistic healing process in which one develops a positive and meaningful sense of identity.Recovery involves a process of building or rebuilding what a person has lost or never had due to his or her condition and its consequences. Recovery involves creating a life within the limitation imposed by that condition. Recovery is a process by which people confront and strive to overcome stigma.

Descriptions

12Mental Health America of MontanaMontana Market FactsEighty percent (80%) of Montana communities have fewer than 3,000 residentsNineteen (19) Montana counties do not have a mental health providerNine counties have no private medical services at allAccording to the 2005 National Survey of Drug Use and Health (NSDUH), 12.46% of Montana adults about 88,000 experienced serious psychological distress in the past year (as measured by the Kessler K6 and K10 survey instruments)13Mental Health America of MontanaMontana Market Facts9.28% of adults in Montana reported that they had experienced at least one major depressive episode in the past year (approximately 66,000)Given that over 165,000 Montanans live in counties with less than 10,000 residents, that means there are almost 16,000 adults in these frontier counties who have experienced serious psychological distress14Mental Health America of MontanaFinding Your Target Market CallersCollaboration with mental health delivery system stakeholdersConsumer-run organizations (CROs)Advocacy and education organizationsCommunity mental health centers (CMHCs)Law enforcementState health and human service divisionsHospital emergency departmentsDICs with physical locations15Mental Health America of Montana2010 Target Population Stats16Mental Health America of MontanaPromotion and Market ToolsPresentationsBrochures & FlyersMagnetsWebsite development211 siteStakeholder website linksFacebookTwitterWord of Mouth17Mental Health America of MontanaII. Defining A Virtual Drop-In Center

18Mental Health America of MontanaMontana Virtual Drop-In CenterStatewideTelephone warm line Internet-based social networkingPurpose of providing activities to individuals who: Have a serious mental illness or a serious mental illness and a co-occurring substance use disorder19Mental Health America of MontanaVirtual Drop-In Center: Resources

Telephone and internet-based Peer Support for Montanans living with mental illnessA toll-free call connects you to a trained peer who is ready to listenFYI Sessions: Learn about a variety of topics recommended by your peersOpen Chat sessions: Network with peers living all over the state!Peer- moderated blogCall-In Support GroupsWebsite: Information and resources keep you connected

20Mental Health America of MontanaWho Are Your Collaborative PartnersExisting community mental health and substance use resourcesState/Regional/Local advisory councils on mental health and substance useMental health or chemical use services to provide activities that are not available through or included in mainstream mental health or substance use systemsConsumer advocacy and education organizationsConsumers and family membersConsumer-run Organizations (CROs)

21Mental Health America of MontanaCollaborative ActivitiesLeverage existing resources, services and supportsGrow the capacity of the system using new technologiesCollaborate with other community-based organizationsIncrease education about the needs of, advocacy for, and appropriate interventions with persons who have been diagnosed with a mental illnesses and/or substance use disorder22Mental Health America of MontanaCollaborative Activities (cont.)Use in conjunction with projects that link with other services and providers to develop comprehensive approaches to service Engage consumers of mental health and substance use services through work and volunteer activitiesSupport consumers toward a recovery processLink with other providers when and where appropriateDiversion from emergency services23Mental Health America of MontanaIII. Steps in Planning and Executing the Virtual DIC

24Mental Health America of MontanaMoving toward the light can it really be done?

25Mental Health America of MontanaClear Project GoalsOutreach and engagement servicesCollaboration with other community-based resourcesAssuring services to persons who have a substance use disorder co-occurring with the primary diagnosis of mental illness (no wrong door philosophy)Good data in the form of outcome measures:numbers of clients servednumber of recovery oriented activities offeredscope of collaborationsConsumer surveysResponder surveys

26Mental Health America of MontanaBudget Development - $61,500Start up expense of $6,000Development of outreach materials (magnets, flyers)Radio PSA campaign beginning June 1 (runs about 2 months)Computer website design and content developmentPersonnel - $33,0000.5 FTE Prevention Coordinator0.2 FTE Program Supervisor0.25 Support Staff50% paid responders for 1250 hours per yearSubcontract of website managementMental Health America of Montana27Budget Development - $61,500 (cont.)Travel/Training/Staff development - $2,500Quarterly training eventsStakeholder meetingsOffice supplies - $16,500Printing, paper, etc.Communication solution (toll free number, out of state call fees)PostageFacility costs - $3,500Mental Health America of Montana28Lead TeamPrevention CoordinatorConsumer advisory groupContract leadsState/Regional/Local consumer advisory councilsProvidersIT advisor29Mental Health America of MontanaResponder Curriculum DevelopmentIntroduction, Policies, and ProceduresBoundariesValues and FeelingsActive ListeningCrisis Theory and ManagementMental Health 101Cultural IssuesSuicide Intervention and Prevention

30Mental Health America of MontanaResponder Curriculum Development (cont.)Elder & Child AbuseAddictionsTrauma Informed CareRelationship Violence Sexual Violence Self Care and Stress Management

31Mental Health America of MontanaTraining & UpdatesTen hour training modelThree hour evening Six hour dayOne hour follow-up conference callCurriculum ManualPre-test32Mental Health America of MontanaTraining & UpdatesDidactic presentationsRole playsGroupTriads (Person seeking assistance, Responder, Self-evaluator helper)Evaluation & Post-testWeekly supervision calls and monthly group updates33Mental Health America of MontanaProduct DevelopmentCommunication solutionsTelephonicBeeperCall transfer servicesProgrammed technologyResponder recruitmentStakeholder networkCriteria

34Mental Health America of MontanaProduct Development (cont.)CostsTelephone Transfer servicesConference callLong distanceResponders

35Mental Health America of MontanaResponder Caller DocumentationWLR Name Date Time Name/Address/Phone (if given) Initial Contact : (Circle) Agitated Helpless Panic Depressed Indecisive Questioning Calm Anger OtherBrief Description/Summary of Call: Current Psychiatric/Medical Treatment or Services : Call Resolution/Referrals: Closing Contact: (Circle)Agitated Helpless Panic Depressed Indecisive Questioning Calm Anger OtherDid Caller indicate calling the Warm Line was helpful? Did Caller voice any grievances with the Warm Line?

36Mental Health America of MontanaData Collection PointsTotal Montana Warm Line callsHours of business (average of 203 hours per month)Average number of consumers involved in supported employment/volunteerism each monthAverage number of hours per month supported employment/volunteerism by each WLRTotal mental health consumers served

37Mental Health America of MontanaData Collection Points (cont.)Participants in the telephonic bipolar support group (average number of participants per group)Website hits to the Montana Warm Line website (www.montanawarmline.org)Number of Montana Warm Line Responders participating in monthly FYI sessions

38Mental Health America of MontanaOutcomes Reporting And Quality ControlWeekly supervisionMonthly responder meetingsMonthly MHA of MT team meetingQuarterly funder reportsAnnual report39Mental Health America of MontanaFundingState of Montana Recovery Grant $61,500Private donations - $25 for to support an hour of the Montana Warm LinePrivate foundation Grants

40Mental Health America of MontanaIV. Conducting A Warm Line and Social Networking Tools

41Mental Health America of MontanaStaffing Of The Warm LineForty-eight (48) hours per week4:00 to 10:00 pm Monday Friday1:00 10:00 pm Saturday & Sunday Prevention Coordinator (20 hours per week)Paid and Volunteer Responders

42Mental Health America of MontanaInformation TechnologyWebsite developmentPublic siteResponder siteInformation disseminationLinksSocial NetworkingBlogsFacebookTweetsChat room (message & live chat)43Mental Health America of MontanaWarm Line & Virtual DIC ActivitiesTelephone and internet-based Peer Support for Montanans living with mental illnessToll-free call-in lineFYI Sessions: Information on a variety of topics recommended by Warm Line callersOpen chat sessionsPeer- moderated blogsCall-In Support GroupsWebsite: Information and resources44Mental Health America of MontanaPromotion And RecruitmentPresentations to behavioral health stakeholder systemsQuarterly Responder Collaborative projects with the following groups:Drop-in centers with physical locationsMHA of MT Affiliate ChaptersProviders

45Mental Health America of MontanaV. Maintenance and Sustainability Strategies

46Mental Health America of MontanaValued Learning PointsPromotionRecruitmentCommunication SolutionsOn-going trainingExpansion funding47Mental Health America of MontanaSupervisionDaily supervision calls of support to RespondersListen In sessionsMonthly group sessionsFidelity to the recovery-oriented peer support service modelDiscipline responses to extra ordinary incidents

48Mental Health America of MontanaCollaborative PartnersUse a 360 evaluation processCaller evaluationRespondersStaffDelivery system stakeholdersLook for connectivity to other DICs and ProvidersSupport groupsWeb-based solutions49Mental Health America of MontanaFY 2010 Data3,106 total Montana Warm Line calls2,437 hours of business (average of 203 hours per month)Average of 12 consumers involved in supported employment/volunteerism each monthAverage of 17 hours per month supported employment/volunteerism by each WLR1,815 total mental health consumers served84 participants in the telephonic bipolar support group (average of 7 participants per group)87,226 website hits to the Montana Warm Line website (www.montanawarmline.org)93 Montana Warm Line Responders participating in monthly FYI sessions

50Mental Health America of MontanaData Collection

51Mental Health America of MontanaData Collection (cont.)

52Mental Health America of MontanaData Collection (cont.)53Mental Health America of MontanaData Collection (cont.)

54Mental Health America of MontanaData Collection (cont.)55Mental Health America of MontanaFor More Information Please Contact: Dan M. AuneExecutive DirectorMental Health America of Montana(406) 587-7774 Officewww.montanamentalhealth.org

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