butler county warmline program grapevine center 140 n. elm street butler, pa 16001
TRANSCRIPT
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Butler CountyWarmline ProgramGrapevine Center
140 N. Elm Street
Butler, PA 16001
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Warmline Funded by Butler County MH/MR Funded by United Way MHA of Butler County Fiduciary
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Warmline7pm to 10pm Daily
Including Holidayswhen nearly all other services are unavailable
724-431-2488 Local
1-866-431-2489 Toll Free
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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.
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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
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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
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Changes made
1) Training classes offered once or twice a year – 15 hours
2) Substitutes trained
3) Senior Warmline workers
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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
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Reassurance Calls - Outgoing
1) Requested by individual
2) Patients in local or State hospital
3) Elderly and others
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Challenging Calls Emergency Crisis Repeat Crank Referral
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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
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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
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Core Skills Phone skills Active listening Paraphrasing Silence – a tool Resource referral Role playing Job coaching
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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
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Training Materials Job description – Refer to handout Training record Confidentiality statement Peer support Types of care Required records Community Assets website
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Training – Role Plays1) Difficult calls
2) Referral calls
3) Emergency
4) Repeat
5) People you know
6) Crank
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Reporting Nightly Weekly Monthly United Way requirements Butler County requirements
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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
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Guest Speakers Crisis Center Chemical Dependency Conflict Resolution Cultural Competency Other consultants as needed
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Operating Schedule Every day including holidays 7:00 pm - 10:00 pm 2 people/shift 1 supervisor
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StatisticsWarmline Demographics Report Fiscal Year 04/05 Fiscal Year 05/06
Please refer to handout
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Warmline Budget $27,000 Staff salaries $22,000 Phone expenses 1,200 Training 1,000 Printing 500 Marketing 1,500 Other 800
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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
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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
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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
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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