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Our Front Door:NAMI Help Lines
Kate Farinholt & Deneice Valentine: NAMI Greater Baltimore
Sita Diehl & Gracie Allen:
NAMI Tennessee
Objectives
To consider the value of NAMI Help Lines To learn techniques and procedures for
Help Line operation To consider how to take Help Lines to the
next level
Why Help Lines? Often the first contact with NAMI for consumers and
families We are the voice of consumers and families We have gained expertise through personal experience
Effective help line interaction will: Help the caller Bring new callers into NAMI,
Grow the membership and program usage Establish links between NAMI and other community organizations Help establish your affiliate and state org as the local or state Voice
on Mental Illness Help fund “operations”
Help Lines Assistance to individuals
Telephone Email Face to face follow-up
Many forms: Kitchen table
Dedicated NAMI members answering from home Mobile Help Line
Cell phone with consumer/family counselors Staffed Help Line
Coordinator Family/consumer counselors
Paid or volunteer or intern Crisis (24/7) or office hours Coordinated with other help lines, or not
“Helping in the name of NAMI”
NAMI Help Line Services Peer counseling
Issues related to mental illness and its effects Consumer/family perspective – not professionals
Information Mental illness
NAMI website information Local/state materials
NAMI programs and services Mental health services – array, access, quality Community resources – health, housing, employment, legal
Referral To NAMI programs and affiliates To community mental health services To other community organizations
NAMI Help Line Services (cont.)
Advocacy Individual advocacy
giving them the “keywords” and empowering them to go to the next step themselves
Helpline following up to advocate with a system directly
Systems Advocacy: Tracking types and frequency of calls and complaints (to
follow up; to substantiate complaints) Helping caller to see where their complaint/issue fits within
advocacy as well as getting them info and resources NOW
NAMI Help LinesNational Overview Help Line Survey: April/May 2007 71 NAMI organizations responded
52% local affiliates 34% regional help line 66% local help line
48% state organizations28% have toll free line
Coordination of State/Local NAMI Help Lines
N=19
NAMI Help Line Types
N=33
2006 Call Volume
N = 29
Help Line FundingAnnual Budgets
Funding Sources
N=33
Help Line Personnel
N = 63
Top Call Topics
NAMI Metro Baltimore
History: 25 yrs ago, home phone 15 yrs ago central office PT staff fielding
and referring calls some mail (postcards & newsletter) 2-3 volunteer f/m, outreach with personal phone
Temporary Fix
The Bottom Drops Out: Welcome to NAMI Metro Baltimore
Snapshot: Membership list corrupted; no $; under attendance new programs (F2F and support model) Disconnected volunteers Little consistency mailing list?
Opportunity: Organizational Reassessment – Finding NAMI: Staying connected
Multiple Goals
Connecting People
Connections to Community Resources Connections to NAMI not to individuals Ongoing Contacts Connections to programs
Grow the Affiliate
Program participants
Volunteers
Members
Visibility
Funding
Uniformity and Quality
Let’s Not Do it TwiceAnswers: Resources Basic Packet Consumer Packet C&A Packet Provider Packet Topical ResourcesHelpline Consistency Training Quality Assurance
Call Specifics:
ALL calls are possible helpline calls4-500 calls a month
simple calls for info in-depth or crisis calls and in- between
Call length: 1min to 45 mins
NAMI Metro Baltimore
Staffing “Tiers”: Team; Keeping people in touch with what we do 4-5 Staff (25% of FT staff and varies with hourly
staff) All FT staff must attend F2F and periodic Info Mtgs;
Interns/Americorps Volunteers
Training
Basics: Intake Info and Resource PacketsPhilosophy Empowerment, Peers, Pulling People In; Looking beyond the Callers’ Requests to What
they Need and What we Can Give them
Tiered Training and Duties
Level 1:Orientation
Level 2: Communication
Level 3: F2F
Level 4; most difficult calls. Review at periodic mtgs.: is there a resource or can we “write this up into a protocol”?
Quality improvement?
Random follow-up calls 6-12 mths later (with survey instrument)
Training Tiers Oversight and listening in on calls
NAMI Metro Baltimore
Typical calls – wide variety – (crisis calls to general support)
most popular initial topics: immediate housing, imminent discharge, basic info re illnesses, support groups, specific outreach for specific program, referral to treatment
“Real” topics: case management; array of services for which eligible; NAMI support and ed for that particular audience; upcoming Info Mtgs or other events; free or reduced Rx; what the system or the police etc can and cannot do;
Issues
The more outreach we do, the more calls we get (IOOV, C&A, Ambassadors, Fairs; 911; BCARS referrals)
The more program participants we have, the more calls we get (for more info, etc)
Follow up
COLLECT THE CONTACT INFO!!!! and the background data
Topical and customized resource packets all with NAMI program and time sensitive info
Mailing list 6 mths Info re website and membership Email listserv Follow up at 6 mths explaining benefits of membership
including web based resources. Follow up AGAIN and AGAIN
NAMI Metro Baltimore
Record keeping Intake Sheet; keep 5 yrs Tracking:
Contact info; referral to and/or interest in support and other NAMI programs; issues, demographics, Dx, relation, etc. etc etc...
USE this info to follow up with them as well as the demonstrate needs
NAMI Metro Baltimore
Budget/funding sources
Unrestricted some program funding
Reporting: Internal External
NAMI Tennessee Resource Line Statewide, toll free number
5% (growing) email help line requests Peer counseling/active listening
Information Referral:
To NAMI TN regional staff (follow-up) To local affiliates (support groups and classes) To professional services
During business hours 4 rings in resource line area, then rings throughout office All staff prepared to answer help line calls
Call volume: 250/month average Call length
5 - 30 minutes
NAMI Tennessee Resource Line: Personnel
Part time coordinator3 Paid peer counselors, part time 4 Paid regional staff
Local affiliate volunteers (100+)
Consumer/family volunteers in state office All other NAMI TN staff
NAMI Tennessee Resource Line: Training State office volunteers – Monthly or more often
Orientation to phones Active listening Suicide/crisis counseling Mental health service system Frequently used resources (housing, legal assistance, etc.)
Local affiliate volunteers Fall leadership training Winter consultation sessions State convention
NAMI Tennessee: Record Keeping Always available via the Internet
No special software
Prevents duplication of caller records Previous information easily retrieved during call Types of consumer interaction
phone, face-to-face, email
Secure multi-tiered system User designated by Affiliate President User trained by Resource Line Coordinator Confidentiality agreement and password protection Keeps local affiliate data separated
NAMI Tennessee: On Demand Reports
Race/EthnicityTopics
Call Summary Diagnosis
Next Steps: Help Line Improvement
Coordination between National, State, Local Volunteer/staff recruitment and training Supervision and quality assurance Record keeping/reporting
Help Line Limits: What is it that we cannot do? Give medical or legal advice Refer to particular providers Use the help line contact data in
fundraising Other limitations
How Help Lines Help NAMI
Bring in new members and program participants
Make NAMI more visible in the human service system
Source of revenueGrant fundsDonations as callers get connected
Ethical limits of fundraising from callers
Open the Door: Promoting NAMI Help Lines Promotional materials
PrintWeb-based
Through ALL your programs, services and outreach
Networking with other NAMI’s Networking with other help lines Networking with service providers
Thank You!Questions?
Kate Farinholt & Deneice ValentineNAMI Metro Baltimore5210 York Rd RearBaltimore MD 21212
410-435-2600
www.nami.org/sites/namimetrobaltimore
Sita Diehl & Gracie Allen
NAMI Tennessee
1101 Kermit Drive, Suite 605
Nashville TN, 37217
(800) 467-3589
http://www.namitn.org
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