Butler CountyWarmline ProgramGrapevine Center

140 N. Elm Street

Butler, PA 16001

Warmline Funded by Butler County MH/MR Funded by United Way MHA of Butler County Fiduciary

Warmline7pm to 10pm Daily

Including Holidayswhen nearly all other services are unavailable

724-431-2488 Local

1-866-431-2489 Toll Free

What is a Warmline?

Confidential peer-run telephone support for people seeking non-judgmental assistance from others who can empathize from their own personal experiences.

Warmline offers . . . Confidential peer support Sounding board for resolving issues or

making decisions Non-judgmental empathy Referral to community resources Outreach to those requesting it

Inception of the Warmline1) Sherry Mead visit/training 2000

2) Consulted with Washington County Warmline

3) Started Warmline in Spring of 2002

4) Hired supervisor who developed training

5) Hired workers one month later

6) Funding taken from current drop-in center budget

7) Next year – Applied to United Way for additional funds

Changes made

1) Training classes offered once or twice a year – 15 hours

2) Substitutes trained

3) Senior Warmline workers

Types of Calls - Incoming I’m lonely I just want to talk I’m homeless I have issues Where can I turn – Information & Referral I need help with my utilities I need a ride

Reassurance Calls - Outgoing

1) Requested by individual

2) Patients in local or State hospital

3) Elderly and others

Challenging Calls Emergency Crisis Repeat Crank Referral

Staff1) Bette Peoples – Director2) Pete Szura – Supervisor of Warmline3) Becky McCarthy – Senior Warmline4) Amy Donley – Senior Warmline5) Sharon Gatz – Senior Warmline6) Regis Fallecker – Warmline Staff7) Lois Lingenfelter – Warmline Staff8) Nancy Crider – Substitute9) Edgar Negley - Substitute10) Pam Smith - Substitute

Benefit of Workers1) Vacation after one year

2) Sick hours provided after three months

3) Double-time pay on major holidays

4) Flexible hours

5) Bereavement

Core Skills Phone skills Active listening Paraphrasing Silence – a tool Resource referral Role playing Job coaching

Training Warmline Staff - Topics1) Active listening

2) Crisis

3) Drug & Alcohol

4) Referral to other services

5) Handling difficult calls

6) Cultural competency

7) Other

Training Materials Job description – Refer to handout Training record Confidentiality statement Peer support Types of care Required records Community Assets website

Training – Role Plays1) Difficult calls

2) Referral calls

3) Emergency

4) Repeat

5) People you know

6) Crank

Reporting Nightly Weekly Monthly United Way requirements Butler County requirements

Supporting the Workers Staff meetings with all peer support staff

employed by Grapevine Center Warmline staff meetings and trainings Individual support available with supervisor Conferences and workshops available for

Warmline staff to attend Grapevine vans available to do outreach Job coaches when needed

Guest Speakers Crisis Center Chemical Dependency Conflict Resolution Cultural Competency Other consultants as needed

Operating Schedule Every day including holidays 7:00 pm - 10:00 pm 2 people/shift 1 supervisor

StatisticsWarmline Demographics Report Fiscal Year 04/05 Fiscal Year 05/06

Please refer to handout

Warmline Budget $27,000 Staff salaries $22,000 Phone expenses 1,200 Training 1,000 Printing 500 Marketing 1,500 Other 800

Spreading the Word Flyers Magnets Brochures Newspaper Word-of-Mouth Outreach at hospital Fairs

Banners Placemats Radio Visit from Mayor Visit to City Council Spoke at County

Commissioners Meeting

Challenges1) Part-time staff

2) Change of supervisors

3) Knowing some of the callers

4) Need for increased computer training

5) Need for skill in development of logic model

6) Increasing number of callers from all parts of Butler County

Butler County offered technical assistance to the following counties in their development of Warmlines:

1) Allegheny County

2) Bradford County - Main Link

3) Bucks County

4) Crawford County - Chaps

Thank YouContacts:

Bette Peoples 724-283-1704

Pete Szura 724-431-2488

Pam Grabe - MHA 724-287-1965

Butler County MH/MR 724-284-5114