Serving People Managing Behavioral Health Issues: Philosophy of Service at UBHC Marie Verna Program Support Coordinator Behavioral Research and Training Institute Serving People Managing Behavioral Health Issues: Philosophy of Service at UBHC Marie Verna Program Support Coordinator Behavioral Research and Training Institute

Serving People Managing Behavioral Health Issues Mission and Values Care that is: Accessible Accessible Effective Effective Compassionate Compassionate

Serving People Managing Behavioral Health Issues Our customers: Children and adults managing mental illnesses and possibly co-occurring substance use Children and adults managing mental illnesses and possibly co-occurring substance use Family members and loved ones Family members and loved ones Each other Each other

Serving People Managing Behavioral Health Issues Our staff: Leadership Leadership Full variety of healthcare disciplines Full variety of healthcare disciplines Support and administration Support and administration Food Service Food Service Housekeeping Housekeeping Public Safety Public Safety

Serving People Managing Behavioral Health Issues Our approach and philosophy: Person-Centered Care and Language Person-Centered Care and Language Wellness and Quality of Life Wellness and Quality of Life Recovery and Community Re-Integration Recovery and Community Re-Integration Respect, Dignity and Service Respect, Dignity and Service

Serving People Managing Behavioral Health Issues Our services: Crisis services Crisis services Inpatient Inpatient Outpatient Outpatient School-based School-based Partial Hospital Partial Hospital Supported Housing Supported Housing Supported Employment Supported Employment Case Management Case Management Pharmacy Pharmacy Transportation Transportation Research, Prevention and Training Research, Prevention and Training Education, Referral, Patient Advocacy and Supports Education, Referral, Patient Advocacy and Supports

Serving People Managing Behavioral Health Issues Business Supports: Information Services Information Services Quality Improvement Quality Improvement Accreditation and Standards Accreditation and Standards Environment of Care Environment of Care Finance, Accounting and Data Management Finance, Accounting and Data Management Purchasing Purchasing Employee Assistance Program Employee Assistance Program Clinical Records Clinical Records Human Resources Human Resources Payroll Payroll Security Security Housekeeping Housekeeping Food Service Food Service Diverse Team of Professional Administrative Support Diverse Team of Professional Administrative Support

Serving People Managing Behavioral Health Issues That’s Us. What About You? Your motivations for working at UBHC? Your motivations for working at UBHC? Your perceptions of working at UBHC? Your perceptions of working at UBHC? Your personal attitudes about people managing behavioral healthcare issues? Your personal attitudes about people managing behavioral healthcare issues?

Serving People Managing Behavioral Health Issues What is the face of mental illness?

Serving People Managing Behavioral Health Issues Common Misperceptions: Dangerous Dangerous Violent Violent Difficult Difficult Demanding Demanding Weak Weak Unmotivated Unmotivated

Serving People Managing Behavioral Health Issues Truths: Vulnerable to violence Vulnerable to violence Poverty Poverty Stigma Stigma Lack of good diagnostic tools Lack of good diagnostic tools Lack of effective treatments Lack of effective treatments Lack of safe housing Lack of safe housing Lack of community supports Lack of community supports Lack of employment opportunities Lack of employment opportunities Cut-offs from friends, spouses and intimate partners, confidantes Cut-offs from friends, spouses and intimate partners, confidantes Interruption of educational and professional opportunities Interruption of educational and professional opportunities

Serving People Managing Behavioral Health Issues What Does Treatment Look Like? Understanding about services and settings that make up the “continuum” of care Understanding about services and settings that make up the “continuum” of care Sense of the “course of treatment” Sense of the “course of treatment” Awareness that treatment is medication PLUS much, much more Awareness that treatment is medication PLUS much, much more

Serving People Managing Behavioral Health Issues Front-Line Clinical Staff Concerns Concerns Knowledge and Skills Knowledge and Skills Self-care Self-care

Serving People Managing Behavioral Health Issues Business Support Staff Concerns Concerns Knowledge and Skills Knowledge and Skills Vital to communication and coordination of care Vital to communication and coordination of care

Serving People Managing Behavioral Health Issues Case Study What should you do? What is your role? You work in a partial hospital program, and a person with a history of violent behavior is now receiving care. This consumer is late for sign-in, and the procedure is that she should sign in at the receptionist’s office. The consumer seems upset that the van driver forgot to pick her up.

Serving People Managing Behavioral Health Issues Case Study What should you do? What is your role? You work at an office where we provide a waiting room with comfortable chairs, a television set and magazines. The television is usually on, tuned to daytime talk shows. A family member asks if something could be done to lower the volume.

Serving People Managing Behavioral Health Issues Case Study What should you do? What is your role? You work in a setting where some of the people we serve seem not to have bathed or laundered their clothes. You notice a strong, offensive odor.

Serving People Managing Behavioral Health Issues Case Study What should you do? What is your role? You work anywhere. You’ve been able to log in to your computer, but it won’t do what you want it to do. And you’re in a rush.

Serving People Managing Behavioral Health Issues What’s Common in All Cases? Opportunities for education, support and to provide a welcoming, hopeful environment Opportunities for education, support and to provide a welcoming, hopeful environment Opportunities to demonstrate our values: accessible, effective, compassionate care Opportunities to demonstrate our values: accessible, effective, compassionate care

Serving People Managing Behavioral Health Issues Customer Servivce: Both the people we serve and each other Both the people we serve and each other Communication Communication Teamwork Teamwork

Serving People Managing Behavioral Health Issues How Can You Be Successful? Empathize Empathize Listen Listen Learn Learn Ask Ask Act Act Good luck ! Good luck !