Strategies for Engagement of Families & Individuals Receiving

Strategies for Engagement of Families & Individuals Receiving

Strategies for Engagement of Families & Individuals Receiving Services October 9, 1:30 - 3:00 PM 2014 Community Care Behavioral Health Organization Community Care Presenters Curtis Upsher, MS Director of Community Relations Saya Krebs, PhD, MCC, CPS Senior Recovery and Resiliency Specialist Adult and Peer Focused Wendy Luckenbill

Senior Recovery and Resilience Specialist for Children, Youth, and Their Families 2014 Community Care Behavioral Health Organization 2 Rehabilitation and Community Providers Association Conference Welcome & Introduction 2014 Community Care Behavioral Health Organization About Community Care

2014 Community Care Behavioral Health Organization Community Care Overview Community Care is an organization that consists of HealthChoices members, family members, behavioral health advocates, stakeholders, and community members All contribute to the mission, goals, and objectives of the organization Community Cares primary focus is to address and provide for the behavioral health needs of HealthChoices members 2014 Community Care Behavioral Health Organization

5 Community Care Overview From its conception, Community Care has maintained a very inclusive process for stakeholder input Member, family, provider & stakeholder involvement has been a vital component of program development & assessment Community Care solicits & incorporates input from members, families & other stakeholders through: A series of member, family & provider advisory meetings Focused work group & open-forum meetings with its stakeholders & with invested advocacy organizations 2014 Community Care Behavioral Health Organization

6 Studies of Consumer Leadership Very small number Little discussion of consumer leadership in BH organizations Studies focused on how leadership affects the consumers or the specific activity, not on how it changes the organizations the consumers help to lead Studies have been focused on roles of consumers in specific work, such as satisfaction assessment, rather than leadership Little discussion of key issues Value of consumer leadership How true consumer leadership changes relationships between consumers and others

How is leadership related to recovery 2014 Community Care Behavioral Health Organization 7 Formal Statewide Consumer Networks One of the New Freedom Commission recommendations Consumer involvement supports the consumers recovery and improves relationships with providers Six states have implemented to date Some tension between grassroots advocacy, state support, and organizational structure Important to better understand the goals of

these networks 2014 Community Care Behavioral Health Organization 8 Consumer Leadership Consumer leadership is the ultimate expression of what recovery means Consumer and providers are partners Consumers are best experts on treatment (system) planning Consumers should be driving the decision process, not protected from it 2014 Community Care Behavioral Health Organization

9 Program Implementation Multiple annual, regional, and statewide conferences focused on recovery concepts and tools Hearing Voices trainings across the state with thousands of participants Recovery-focused webinars with thousands of participants Web-based information and tools Training of Community Care staff as experts in these tools and processes Learning collaborative development 2014 Community Care Behavioral Health Organization 10

Member Advisory Board Key part of Recovery Institute Statewide Community Care group with representatives from each region Developed with support from external consultants (Laurie Curtis & Pat Deegan) Goal is to help inform and oversee Community Care recovery initiatives 2014 Community Care Behavioral Health Organization 11 History of Member Advisory Board Initial consultative agenda to Community

Care Gradual change over past 7.5 years. Now more of an autonomous and self-led group Creates own agenda with Community Care leadership Provides feedback on management of the Institute as well as other strategies for consumer engagement and leadership on recovery initiatives 2014 Community Care Behavioral Health Organization 12 History of Member Advisory Board Success of the Board

Challenges of the Board Many board members are now working Are we listening and really hearing each other Members are fulfilling educational goals

What is our mission not just a token board Others are being asked to sit on other boards Feeling heard. This is not paternalistic. Senior Leadership did really take the time; i.e., retreat Some are being asked to

speak and are trained as trainers 2014 Community Care Behavioral Health Organization 13 References Newberry, J. (2008, November 4). Consumer Participation on Mental Health Agency Boards: Center for Community Based Research. Retrieved from www.communitybasedresearch.ca. Mowbray, C., Robinson, E., & Holter, M. (2002). Consumer Drop-in Centers: Operations, Services, and Consumer Involvement. Health and Social Work, 27 (4). Brown, L., Shepherd, M., et al. (2008). Understanding How Participation in a Consumer-Run Organization Relates to Recovery. American Journal of

Community Psychology, 42, 1-2. Miller, L., Moore, L. (2009). Developing Statewide Consumer Networks. Psychiatric Services, 60, 291-3. Jacobson, N., Curtis, L. (2000). Recovery as Policy in Mental Health Services: Strategies Emerging from the States. Psychiatric Rehabilitation Journal, 23, 333-341. 2014 Community Care Behavioral Health Organization 14 Never About Us, Without Us! 2014 Community Care Behavioral Health Organization

The Message: Your Opinion Matters How? Inspire and support families and youth to be full partners in the design, implementation, and monitoring of services at the individual child and administrative levels Develop concrete strategies to support family and youth partnership Ask what works and what they need 2014 Community Care Behavioral Health Organization 16 Community Cares Partnership

Facilitating the ongoing evolution of the behavioral health system toward one that embraces the journey of healing & transformation Believing that recovery and wellness principles and practices must be informed by authentic input from those who are the focus of the care Committing to continuous quality improvement through stakeholder partnerships with a focus on outcomes 2014 Community Care Behavioral Health Organization 17 What Organizations Should Do

Ask what works for you, what do you need? Partner with existing family peer support groups Offer multiple processes that support family and youth partnership in the design, implementation, and oversight of the services Surveys, focus groups, and meetings with peers and experts Offer multiple opportunities for families and youth to access the information and understanding that allows them to participate as partners: In their own (or childs) care In larger oversight processes 2014 Community Care Behavioral Health Organization 18

Learn More Invite family and youth peer support organizations to train staff on creating advisory structures PA Families Inc.: pafamiliesinc.org (includes state directory of family groups) Allegheny Family Network: alleghenyfamilynetwork.org Mental Health Association in PA: mhasp.org PA Student Equality Coalition: pennsec.org Youth Move: www.youthmovenational.org 2014 Community Care Behavioral Health Organization 19 Community Care & Family Involvement

Incorporates family and youth voice through: Individual satisfaction surveys through BHMCO & state Tracking & resolution of individual grievance & complaints Consumer & Family Satisfaction Teams (county contracts) Quality Improvement Teams (Community Care Community and School Based Behavioral Health Learning Collaborative) Contract support for family peer support through high fidelity wraparound & local family organizations Community-level outreach including conferences & parent advisory meetings Corporate level through member advisory boards [e.g., Community Care Recovery, Families of Child & Youth Members Advisory Board (FAB)] 2014 Community Care Behavioral Health Organization 20

Key Concepts in Authentic Partnership Partnering with families and youth in advisory work is an opportunity to create an environment of respect and accountability Build services that are effective & accountable Enhance what is currently working Address barriers with authentic dialogue with all stakeholders Incorporate & support the family & youth voice as a core operating principle & practice 2014 Community Care Behavioral Health Organization 21

Engagement Suggestions for Family & Youth Advisory Work 2014 Community Care Behavioral Health Organization Assure Confidentiality Reinforce consistently that while you have invited families and youth to give their perspective and advice on issues, you do not expect them to provide specific details of their experience They are considered experts and do not have to justify or explain what their opinions are based on They are not asked to share specifics This includes their childrens diagnosis and treatment or services that a family member has received, or just general

personal details that are not usually shared in public Ask that any personal information members do share is kept within the meeting 2014 Community Care Behavioral Health Organization 23 Be Supportive Make sure that theyre connected with resources including each other and other family peer support to resolve any immediate and longer term problems they are facing Give out a sheet with contact info for support resources

2014 Community Care Behavioral Health Organization 24 Offer Hope Affirm that you are part of a change process that rejects blame and is committed to partnering with them to achieve positive change Affirm that they are being invited as crucial partners in this transformative work to make things better so that people will have healthier lives in healthier communities

2014 Community Care Behavioral Health Organization 25 Give Perspective Affirm that people come to human services to do good, but that too frequently they are not given the information and tools to truly achieve the objectives they are responsible for Affirm again that this is something you are asking them to join in helping to resolve 2014 Community Care Behavioral Health Organization

26 Validate System Experiences Acknowledge that past and current practice from all the agencies, including JJ, CW, BH, and ED, may have done harm to them Share that we are evolving effective practice and policies and that it is only within the last decade that we have really been applying evidence and accountability versus local practice and gut feelings to decision making 2014 Community Care Behavioral Health Organization

27 Follow-up Identify how they can be informed about: How their input has changed practice & policy How things will be changing A variety of ways they can be involved with this change based on their own availability 2014 Community Care Behavioral Health Organization 28

Recognize Member Contributions Reimburse (stipends and gift cards) for: Travel Child care Time Other resources including training and conferences, information on how to help their children, etc. 2014 Community Care Behavioral Health Organization 29 Affirm Heroism Affirm their heroism in living lives with

multiple challenges and being willing to participate with you in making things better 2014 Community Care Behavioral Health Organization 30 Final Words Never about us without us All partners need equal access to information & training Families & youth need a continuum of flexible opportunities to partner in the design, implementation & monitoring organizational practice & policy

If its not in writing, its easy to forget Work with families & youth to create materials that affirm their partnership & support their effective involvement 2014 Community Care Behavioral Health Organization 31 Member & Parent Advisory Meetings 2014 Community Care Behavioral Health Organization Member Participation Valued Community Care values member participation in

program and service development because we believe that it: Empowers the member, expedites effective treatment & enables Community Care to assess the quality of care, initiate service & program changes or engage in interventions as appropriate We target & encourage member, family, parent, provider & stakeholder participation in every aspect of the members care through: Involvement in our advisory initiatives A number of other external opportunities for stakeholder input 2014 Community Care Behavioral Health Organization 33

Input Opportunities Community Care holds: Adult member advisory meetings Parent advisory meetings Advisory feedback forums Targeted clinical populations & provider sites are chosen to solicit feedback from special member populations & families Advisory feedback forums are held for members who do not ordinarily attend or have difficulty participating in regularly scheduled advisory meetings 2014 Community Care Behavioral Health Organization

34 Input Opportunities Meetings allow us to: Solicit specific and focused feedback and input Provide members with information and educational materials relevant to their recovery and service needs Meetings also attempt to address and be responsive to the immediate needs, concerns, crises, complaints, grievances, and questions presented by families, parents, and members where possible Meetings are structured to: Be goal- and outcome-focused on behalf of the members needs and concerns Assess Community Cares quality standards and service

proficiencies regarding the adults, children, youth, and families we serve 2014 Community Care Behavioral Health Organization 35 Input Opportunities Members and their families are solicited to be involved in workgroups to review and participate in the development of policies and procedures related to Community Cares grievance system A roster of members or their family representative, or designees are integrally involved in the HealthChoices appeal and resolution process of any formal complaint or grievance Members and families are key stakeholders in the

measurement, assessment, and collection of member satisfaction information Members are involved in the development and review of satisfaction instruments and results via workgroups and participation on Consumer/Family Satisfaction Treatment survey teams 2014 Community Care Behavioral Health Organization 36 Input Opportunities Member and parent focus groups are used to gather specific and focused information of interest to Community Care or of interest to members and families regarding programs and service

Community Care actively seeks out and employs talented, competent, diverse managers and employees, including: Persons in recovery Welfare to work Ticket to Work Other similar programs 2014 Community Care Behavioral Health Organization 37 Advisory Meetings To address some of the specific concerns and needs of our members and families, the adult member & parent advisory meetings are focused on:

The needs of parents with young children in need of or who have received specialized services for children and youth under 21 years of age Families and parents of older children adults over 21 years of age who receive general behavioral health and substance abuse and chemical dependency concerns are encouraged to attend the: Adult member advisory meeting whose focus attends to the needs of adult members and families with general mental health and substance abuse and chemical dependency issues and concerns 2014 Community Care Behavioral Health Organization 38

Advisory Meeting Structure Community Care adult member and parent advisory meetings are primarily: Co-chaired Facilitated by a peer selected meeting member and the community relations coordinator where member attendance and participation allows Community Care believes that members as meeting cochairs are in keeping with Community Cares efforts to transition the system of behavioral health care to: More recovery-oriented, member-driven services Develop meetings that focuses on the primary issues and concerns related to the members concerns and interests One that supports their recovery efforts 2014 Community Care Behavioral Health Organization

39 Advisory Meeting Structure We believe that having a member co-chair: Provides a more comfortable experience for all meeting participants Creates an empowering experience for those involved The co-chair structure: Offers enrichment to the meeting Provides an opportunity for member leadership development A peer lead meeting also offers members and families input and involvement in the development of our Community Cares programs and services 2014 Community Care Behavioral Health Organization

40 Structural Goals and Objectives Member and parent advisory efforts will be used as a vehicle in the companys efforts to have member feedback efforts be consistent with company goals and objectives of transitioning services and programs to a recovery-oriented system of care These peer lead advisory structures attempt to offer more dynamic and interesting meetings in an effort to be attractive to HealthChoices members and family members, and be reflective of their needs and concerns

2014 Community Care Behavioral Health Organization 41 Structural Goals and Objectives Other goals and objectives are to: Increase adult and parent member advisory meeting attendance and participation Encourage focused, topic, and workgroup-oriented meetings Have advisory meetings topics focused on goals and outcome objectives Use adult member advisory meetings as a local or regional venue for discussing and supporting and promoting recovery for adults with behavioral health needs and concerns Use parent advisory meetings as a local or regional venue for discussing

and promoting resiliency and recovery for children and youth with behavioral health needs and concerns 2014 Community Care Behavioral Health Organization 42 Advisory Meeting Outcome Processes Institute an advisory feedback loop where meaningful & actionable suggestions, recommendations & major concerns presented by members, family members & youth that will be immediately noted & addressed by appropriate department managers Actionable advisory suggestions, recommendations & concerns of significance will be recorded on an internal Feedback Loop Form which will be maintained on the companys shareware program for access by all relevant departments for status & resolution review,

including status of company action or response back to member, family, or advisory group by the community relations coordinator or other appropriate company representative All significant & actionable member & family member concerns & recommendations will be summarized & reported on a monthly & quarterly basis to the director of community relations & senior management via quarterly reports 2014 Community Care Behavioral Health Organization 43 Advisory Meeting Outcome Processes Quarterly summaries of significant member & family member comments, recommendations & concerns & company response & actions will be presented in the member newsletter & posted

online at www.ccbh.com The community relations coordinator will: Meet regularly with regional and associate regional directors to strengthen communicative relationships & develop processes for noting, forwarding, action/responses to follow through on member concerns, recommendations & comments Meet with advisory group members as soon as possible to report company action or response to advisory member concerns, questions &/or suggestions regarding problems presented & service & program improvement 2014 Community Care Behavioral Health Organization 44 Contact Information

Curtis Upsher, MS Director of Community Relations | [email protected] Saya Krebs, PhD, MCC, CPS Senior Recovery and Resiliency Specialist Adult and Peer Focused | [email protected] Wendy Luckenbill Senior Recovery and Resilience Specialist for Children, Youth, and Their Families | [email protected] For more info online, members newsletter, adult member and family meeting dates & general member information: www.ccbh.com 2014 Community Care Behavioral Health Organization 45

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