2-1-1 mental health resources navigation program

2-1-1 MENTAL HEALTH RESOURCES NAVIGATION PROGRAM

Introduction to the 2-1-1 Mental Health Resources Navigation Program

Nancy K Salovich South Sound 2-1-1 Mental Health Resources Specialist

November 15, 2016


What do you know about South Sound 2-1-1?


• South Sound 2-1-1 is administered by United Way of Pierce County, and helps people who need information about and referrals to community services and resources

• In 2015, 37,551 people were helped by calling the 2-1-1 Call Center, and 41,429 people used 2-1-1’s online database


People frequently seek help from 2-1-1 to locate:

• Rental assistance

• Homeless shelters

• Referrals to affordable housing

• Food banks

• Basic Food (SNAP) application assistance

• Basic necessities such as clothing, furniture, and utility assistance

• Seasonal resources (e.g. back to school, holidays)


• The 2-1-1 Call Center is open 9:00 AM – 4:00PM, Monday through Friday

• People calling at other times: • Can leave a message • Are given the Crisis Line phone number • Receive info on accessing the online database


South Sound 2-1-1 Database

• South Sound 2-1-1’s online services database is accessible to anyone 24/7, including via smartphones

• Resource Specialists keep information about services and resources in the database up-to-date, including from: • Nonprofit organizations

• Governmental social service organizations

• Faith-based organizations

• Support groups

• Various for-profit and private organizations • Statewide resources are also available


South Sound 2-1-1 provides Enhanced Services in these areas:

• Transportation

• Military/Veteran

• Strong Start Parent/Caregiver Support Program

• Mental Health is our new enhanced service – a new Mental Health Resources Specialist has joined the 2-1-1 team: • Nancy K Salovich

• Certified WA State Peer Counselor

• BS in Behavioral Science

• …and a good listener!


South Sound 2-1-1 & Emergencies

During a disaster or local emergency, 2-1-1 provides information on:

• Shelters

• Sandbags

• Food/water resources

• Cooling/warming centers

• Recovery resources

• Pet shelters


• Zip Code

• City, State, County

• Gender

• First name

• Last name

• Home telephone

• Ethnicity

• Address

• Caller’s age

• Children under age 5 in household

• # in household

• Military affiliation

• Consumer group (i.e., disabled)

• Income

• Transportation needs

• Health insurance

• How they heard about 2-1-1

Demographic data is collected from callers:


South Sound 2-1-1 Staff

• All 2-1-1 Specialists are thoroughly trained and carefully monitored by lead staff

• 2-1-1 is accredited by the Alliance of Information and Referral Systems (AIRS), based on the following:

• Service delivery • Resource database • Reports & measures • Cooperative relationships • Disaster preparedness • Organizational effectiveness


South Sound 2-1-1 Lead Team

Penni Belcher – 2-1-1 Manager

Sarah Teague – 2-1-1 Database Manager

Dennise Cervantes – 2-1-1 Transportation Associate

Dannielle Robertson – 2-1-1 Transportation Specialist

Marilyn LoSavio – 2-1-1 Family Support Navigator

Nancy K Salovich – 2-1-1 Mental Health Resources Specialist


Introducing the 2-1-1 Mental Health Resources Navigation Program


The 2-1-1 Mental Health Resources Navigation Program was developed because our community has no “Front Door” to access mental health services and resources

The Pierce County Crisis Line is designed to assist people in crisis - but our community members shouldn’t have to be in crisis to get help finding the mental health services they need


• The Pierce County Community Health Improvement Plan (CHIP) Mental Health Work Group, staffed by Tacoma-Pierce County Health Department, first explored developing a Mental Health Resources Guide

• The CHIP Work Group assessed collaboration with South Sound 2-1-1 as being a more effective and sustainable strategy -- building on 2-1-1’s expertise in providing one-on-one phone assistance and its existing database of county services


The 2-1-1 Mental Health Resources Navigation Program is a partnership between South Sound 2-1-1/United Way of Pierce County and CHI Franciscan Health’s Prevent-Avert-Respond (PAR) Initiative.

• The program was developed by a work team from South Sound 2-1-1, PAR Initiative, Optum BHO, Give an Hour, and three persons with lived experience of mental health disorders

• PROGRAM VISION: 2-1-1 is broadly known as the place to call to learn about mental health services and resources in Pierce County, so people can find help before problems escalate into crisis.


The 2-1-1 Mental Health Resources Navigation Program has PAR Initiative grant funding thru June 2019; during this time we will:

• Build the program and promote to the community

• Evaluate and report effectiveness and impact

• Identify permanent funding

THE PROGRAM HAS STARTED!

People are welcome to call for mental health resources.


The 2-1-1 Mental Health Resources Navigation Program has four components

1. Promote 2-1-1 to Pierce County as the place to call to learn about and get help connecting to needed mental health services

• “Call 2-1-1 for mental health services” marketing materials • Includes flyers and business cards organizations and groups can print

themselves and distribute • Organizations can put program banners on their websites, encouraging

people to call 2-1-1 for mental health services


2. Maximize 2-1-1’s ability to provide exceptional mental health resources navigation

• Utilizing a Mental Health Resources Specialist, Nancy K Salovich

• Stay informed of changing mental health resources and services

• Provide training about mental health services to the 2-1-1 team

• Keep the mental health resources section of the 2-1-1 database up-to-date and user-friendly

• Assist 2-1-1 callers who have especially challenging mental health resource needs


3. Improve overall Pierce County knowledge and utilization of all mental health resources and services

• Mental Health Resources Specialist can also serve as a knowledge resource to social workers, case managers, therapists, etc., whose clients have especially challenging mental health resource needs

• Participate in county mental health planning meetings to share specialized knowledge of public and private mental health resources


4. Build coordination between mental health phone assistance lines

• This includes 2-1-1; Pierce County Crisis Line; Pierce County Recovery Support Line (aka Warm Line); WA Recovery Help Line; and Teen Link

• Work together towards a “No Wrong Door” system for accessing mental health services and resources

• The goal is that whoever answers at these phone lines understands what the other services offer, and provides a “warm hand-off” to the phone line that best meets the caller’s needs


Program Evaluation

The impact and effectiveness of the 2-1-1 Mental Health Resources Navigation Program will be measured by tracking the following data:

• 2-1-1 Tracking System: • Increase in the # of calls for mental health services • Increase in the # of referrals to mental health services

• Follow-up Evaluation Calls: • % of callers reporting they connected to mental health services they were referred to • % of callers reporting they have more knowledge of available mental health services • % of callers reporting satisfaction with 2-1-1 assistance provided


Thank you for your “undivided” attention!

Any questions?

Thank you… Nancy K Salovich

[email protected]

253.682.1839

mailto:[email protected]

2-1-1 mental health resources navigation program

Documents