Project LETS

Lets Erase The Stigma

Lifeline Training Guide/

Resources

www.LetsEraseTheStigma.com

(516) 459-8721

Contact: Stefanie Kaufman

stefanielyn.lets@gmail.com

To feel comfortably knowledgeable about the resources we can refer

people to, it will help you to get familiar with the organizations and

services listed here and in the list that follows. Visit their websites and get

familiar with who they are and what exactly they do.

Outside Referral Organizations List

6. Legal and Rights7, Medications

1. Crisis Lines2. Benefits (Government)3. Disorders 8. Research4. Employment & Housing 9. Self-Helps. General Information IO.Treatment Referrals 11. Veterans

1. CRISIS LINES Suicide

Prevention:1. National Suicide 1 (800) 273-TALK www .suicidepreven tion life.org Prevention Lifeline 1 (888) 628-9454

(Spanish) 2. Veterans 1 (800) 273-8255 Administration Hotline3. LGBT Suicide 1 (800) 850-8078 Prevention Hotline4. 1 (800)-Suicide 1 (800) 784-2433

1 (800) 784-2432 (Spanish) Other Crisis

Lines:5. National Domestic 1 (800) 799-7233 www.ndvh.org Violence Hotline

6. Rape, Abuse & Incest 1 (800) 656-HOPE www.rainn.org National Network(RAINN)

Youth Crisis Line7. Covenant House 1 (800) 999-9999 8. Girls and Boys Town 1 (800) 448-3000 www.girlsandboyslown.org National Hotline2. BENEFITS (GOVERNMENT)1. Allsup (help applying 1 (888) 841-2126 www.expert.allsup.com for SSDI) 2. Medicare Rights 1 (800) 333-4114 www.mcdicareright .org Center3. National Org. of SS 1 (800) 431-2804 www.nosscr.Qrg ClaimantsRepresentatives4. GovBenefits.gov 1 (800) FED- www .govbencfits.gov

INFO 5. Social Security 1 (800) 772-1213 www.sss.gov Administration (SSA) 3. DISORDERS

Anxiety Disorders1. Anxiety Disorders (240) 485-1001 www.adaa.org Association ofAmerica2. Obsessive-Compulsive (617) 973-5801 www.ocfoundation.org Foundation

Autism1. Autism Society of 1 (800) 3-Autism www.autism -society.erg America2. National Autism 1 (877) 622-2884 www.nationalautismassociation.org Association

BorderlinePersonality

lliiiiiiill ___________________ ---

Disorder 1. BPD Central www.bpdcentral.com 2. Borderline Personality 1 (888) 694-2273 www.bpdresourcecenter.org Disorder Resource Center 3. Treatment and 1 (888)482-7227 www.tar4bpd.org Research Advancements(TARA)

Child andAdolescent

1. American Academy of 1 (800) 333-7636 www .aacap.org Child & AdolescentPsychiatry2. Child and Adolescent (847) 256-8525 www.bRkids.org Bipolar Foundation3. Children & Adults 1 (800) 233-4050 www.chadd.org with ADHD (CHADD)4. National 1 (800) 695-0285 www.nichy.org Dissemination Centerfor Children withDisabilities

Mood Disorders

1. Depression and 1 (800) 826-3632 www.dbsalliance.org Bipolar SupportAlliance (DBSA)

PTSD1. National Center for www.ncptsd.va.gov PTSD2. The Sidran Institute (410) 825-8888 www.sidran.org

3. Real Warriors *866) 966-1020 www.realwarriors.net Campaign (veterans)

Schizophrenia

1. Schizo_Ehrenia.com www.schizophrenia.com 2. World Fellowship for (416) 961-2855 www.world-schizophrenia.org Schizophrenia andAllied Disorders(WFSAD)

Other Disorders

1. Alzheimer's 1 (800) 272-3900 www.alz.org Association2. Brain Injury 1 (800) 444-6443 www.biausa.org Association of America3. Dual Recovery 1 (877) 883-2332 www.draonline.org Anonymous4. National Eating 1 (800) 931-2237 www.nationaleatingdwrders_&Ig Disorders Association5. Postpartum Support 1 (800) 944-4PPD www.postpartum.net International4. EMPLOYMENT & HOUSING Employment1. Job Accommodation 1 (800) 526-7234 www.jan.wvu.edu Network

2. Center for Psychiatric (617) 353-3549 www.bu.edu/cpr Rehabilitation at Boston u. Housing3. Housing and Urban (202) 708-1112 www.hud.gov Development (HUD)

4. Section 8 Housing 1 (800) 569-4287 http://www.housin_gyoucher.org/landers/searc hL112-_secti_on8-v1J

s. GENERAL INFORMATION1. American Medical 1 (800) 621-8335 Association2. Expert Consensus www ,P-Sy:chgu ides..cQm Guidelines4. National Center for 1 (800) 232-4636 www.dcd.gov/nch Health Statistics (NCHS)5. National Institute for (866) 615-6464 www.nimh.nih.gov Mental Health6. National Library of www.nlm.nih.gov Medicine

7. National Center for www.nccam.nih.gov Complementary andAlternative Medicine(NCCAM)8. MedLinePlus.gov Health www.nlm.nih.gov/medlineplus/

Information from the National Library of Medicine

6. LEGAL AND RIGHTS1. N AMI Legal Referral NAMI HelpLine (iflegal resources volunteer is unavailable) Service Mailbox xl224

2. National Disability (202) 408-95141 www.napas.or.g (Protection and Advocacy Rights Network3. National Resource http://ww:w.nrc-pad.or.g/ and NAMI fact sheet Center for Psychiatric online Advanced Directives4. Joint Commission 1 (800) 994-6610 www .join tcommision .org (health care relatedcomplaints)

5. Lawhelp.org www.lawhelp.org 6. National Center for (202) 467-8700 www.ncvc.org Victims of Crime7. Equal Employment (800) 669-4000 www.eeoc.gov OpportunityCommission (EEOC)8. National 1 (877) 326-5992 www.guardianship.org GuardianshipAssociation9. Health Privacy Project (202) 637-9800 www.healthprivacy.org 7. MEDICATIONS Medications - Financial Help1. NeedyMeds.com www.needymeds.com

2. Partnership for 1 (888) 4PPA- www.pparx.org Prescription Assistance NOW 3. The Assistance Fund (877) 245-4412 www.theassistancefund.org

Medications - Other4. Pharmaceutical www.newmeds.ph rma.org Research andManufacturersAssociations (PhRMA)5. Food and Drug 1 (888) 463-6332 www.fda.gov Administration8.RESEARCH1. Brain & Behavior 1 (800) 829-8289 www.narsad.org Research Foundation2. Harvard Brain Tissue 1 (800) 272-4622 www.brainbank.mclean.org Resource Center3. Stanley Medical www.stanleyresearch.org Research Ins ti tu te

1. SELF-HELP & COPING

1. Book for families: I'mNot Sick, I Don't NeedHelp 2. American Associationof Suicidology3. American Foundationfor Suicide Prevention(AFSP)

4. American Self-helpGroup Clearinghouse'sSelf-help GroupSource book5.The Arc

6. World Fellowship forSchizophrenia andAllied Disorders(WFSAD)7. Parents, Families andFriends of Lesbians andGays8. Missing Person'sSupport

by Xavier Amador (2nd

edition)

1 (888) 333-2377

(973) 989-1122

1 (800) 433-5255

(416) 961-2855

(202) 467-8180

1. TREATMENT REFERRALS1. 211 211 *Find local

human services 2. Substance Abuse and 1 (800) 789-2647MH Services 1 (800) 729-6686Administration(SAMHSA)- treatment

Best way to order is at Amazon through the NAMI Store. (NAM! gets a small donation based on the purchase price.) www.suicidology.org

www.afsp.org

www.menlalhelp.net/ selfhel p

www.lhearc.org

www.world-schizoFhrenia.org

www.pf1ag.org

http://www.nami.or_g/Content/N avigationMen u/F ind_Support/Missing_Persons/NAMI_Mis sing_Persons_S upport.htm

www.samhsa.gov/treatment

Locations 3. American Psychiatric 1 (888) 35- www.P-sych.org Association (AP A) PSYCH 4. American 1 (800) 374-2721 www.apa.Qig PsychologicalAssociation (AP A)s. American Residential www.artausa.org Treatment Assn (ARTA)6. Association for (212) 647-1890 www.abct.org Behavioral & CognitiveTherapies7. Eldercare.gov 1 (800) 677-1116 www.cldercare.gov

8. Healhfinder.gov www.healthfinder.gov

9. National Association www.socialworkers.org of Social Workers(NASW)11. VETERANS1. National Center for www.ptsd.va.gov PTSD

2. Real Warriors (866) 966-1020 www.realwarriors.net Campaign

Look up the following resources so you can explain to users what the

organization can do for them.

Referral Resources

ADHD: 1) NAMI fact sheet; www.nami.org/adhd2) CHADD: (800) 233-4050 www.chadd.org

Advance Directives: 1) National Resource Center for Psychiatric Advance Directives (NRC

p AD), http:/ /www.nrc-pad.org/2) NAMI Fact Sheet

Alternative Treatments: 1) National Center for Complementary & Alternative Medicine: (888)

644-6226 www.nccam.nih.gov

Alzheimer's: 1) Alzheimer's Assn: (800) 272-3900/ www.alz.org;2) ADEAR (Alz. Disease Education & Referral Center: (800). 438-4380

Anosognosia: 1) Book: I am Not Sick; I Don't Need Help by Xavier Amador (Best way to

order is through the NAMI Store's link to Amazon as NAMI gets a smalldonation this way.)

2) NAMI fact sheet; NAMI website3) NAMI Family-to-Family course

Anxiety Disorders: 1) NAMI fact sheet: Anxiety Disorders in Children and Adolescents,2) NAMI Panic Disorder fact sheet: www.namLQrgLanxiett3) Anxiety Disorders Assn of America: (240) 485-1001/ www.adaa.or_g

Autism/ Asperger Syndrome: 1) NAMI Autism Spectrum Disorders fact sheet; NAMI Asperger fact

sheet; NAMI website2) National Autism Assn.: (877) 622-28843) Autism Society of America: (800) 3AUTISM/ www.autism-society.org4) Autism and Asperger Assn.: (888) 928-8476/ www.usautim1.org

Benefits: (see Disability Benefits)

Bipolar: 1) NAMI brochure & fact sheets; www.nami.org/bipolar2) DBSA (Depression & Bipolar Support Alliance}: (800) 826-3632/

www.dbsalliance.org in-person and online support groups, forums3) Book: Surviving Manic Depression by E. Fuller Torrey4) Bipolar Disorders Treatment Info Center: (608) 827-2470 (meds other

than lithium)

Borderline Personality Disorder: 1) NAMI brochure & fact sheet; www.nami.org/bpd2) BPD Resource Center: (888) 694-2273/ www.bpdresourcecenter.org3) TARA (treatment/research advancements for BPD & APD: (888) 482-

7227/ www.tara4pd.org4) BPD Central: www.bpdcentral.com5) National Education Alliance for BPD www.borderlinepersonality.com

Brain: 1) Brain Injury Assn: (800) 444-6443/ www.biausa.org2) Brain donation: Harvard Brain Tissue Resource Center: (800) 272-

4622/ www.brainbank.mclean.org

Canadian Support Groups: Canadian Mental Health Assn: (613) 745-7750 or www.cmha.ca

Children and Teens: 1) NAMI brochures/fact sheets, NAMI Child & Adolescent Action

Center www.nami.org/caac2) NAMI Basics program3) Literature for children/teens: see NAMI website, C&A Action Center.

Parents' literature: NAMI C&A Resource Guide4) Strength of Us website,http://strengthofus.org/ NAMI's social media

network for adolescents5) American Academy of Child & Adolescent Psychiatry: (800) 333-

7636/ www.aacap.org (info & referrals)6) Child & Adolescent Bipolar Foundation: (847) 256-8525/

www.bpkids.org7) National Dissemination Center for Children w/ Disabilities: (800) 695-

0285/ www.nichcy.org8) SSI for children: contact SSA (800) 772-1213 (www.ssa.gov)9) Children & Adults with Attention Deficit Disorder (CHADD)

(www.chadd.org/) info & referralslO)Other useful sites: www.kidshealth.org (abuse, etc.;

www.siblingsupport.org) 1 l)Cedar Clinic (for MA youth 14-30. good info on website

(Understanding Risks/What helps; good resources.: (617) 516-5120/www.cedarclinic.org

12)McKinney-Vento Homeless Assistance Act http:www.ftp.serve.otg/ nche/ m-v. php

Complaints: 1) Protection & Advocacy: National Disability Rights Network: (202)

408-9514/ www.napas.org2) ADA (Americans w/ Disabilities Act. info: DBTAC: (800) 949-4232/

www.adata.o_rg3) Employer: EEOC: (800) 669-4000/ www.eeoc.gov4) Hospital I Facility: Ombudsman/ Administrators) Joint Commission: (800) 994-6610;

!'\1WW._j_Qintcommission.orglre_port a complaint.aspx

Healthcare related complaints 6) Medicare Rights Center: (800) 333-4114/ www.medicarerights.org7) Psychiatrist: State Medical Board8) Rehabilitation centers: Commission on Accreditation of Rehabilitation

Facilities (CARF) (202) 587-5001; www.carf.org.

Coping Strategies for Families: 1) NAM! Family-to-Family course and Affiliate support groups2) NAM! fact sheet: "Coping Tips for Siblings and Adult Children of

Persons with MI" (search NAM! website for 'coping tips for siblings')3) I am not sick; I do not need help by Xavier Amador, Vida Press (801)

571-6960 OR go to NAMI Store online and use the Amazon link toorder; NAM! gets a small donation for each order.

4) Social services: 211

Depression: 1) NAMI website, brochure & fact sheets, www.nami.org/depression2) Depression and Bipolar Support Alliance (DBSA): (800) 826-3632/

www.dbsalliance.org

Disability Benefits (SSDI): 1) Allsup: (888) 841-2126; expert.allsup.com2) Disability.gov: Information on health, education, employment,

housing transportation, rights and more: https://www.disability.gov/3) Government benefits info line: (800) 333-4636/ www.govbenefils.gov4) National Assn of Disability Representatives: (800) 747-6131/

www.nadr.org5) National Organization of Social Security Claimants: (800) 431-2804/

www.nosscr.org. Claim must have been denied.6) Social Security Administration: (800) 772-1213/ www.ssa.gov

SSDI (Social Security Disability Insurance): Federal assistance program, must have worked 5 oflast 10 years. SSI (Supplemental Security Income): State-run through Dept of Social Services.

Discrimination/Stigma: 1) National Disability Rights Network (Protection & Advocacy): (202)

408-9514/ www.napas.org2) ADA questions: DBTAC (Disability and Business Technical Assistance

Center)(800) 949-4232/ www.adata.org

3) Employment: EEOC: (800) 669-4000; www.eeoc.gQv4) Job Accommodation Network: (800) 526-7234/ www.jan.wvu.edu5) National Empowerment Center: (800) 769-3738; www.power2U.org6) National Mental Health Anti-Stigma Campaign:

www.whatadifference.org7) Resource Center to Address Discrimination & Stigma: (888) 540-0320

www.stopstigma.samhsa.gov8) stigmabusters@nami.org

Doctors and Treatment Referrals (Finding Professional Help: doctors, therapy, hospitals, social services, etc):

1) NAMI Affiliate2) SAMHSA Treatment Locator (Substance Abuse Mental Health

Services Administration): http://store.samhsa.gov/mhlocator. Alsofor LOW COST/Free clinics: (800)789-2647/www.samhsa.gov/treatment

3) Healthfinder: www.healthfinder.gov4) LOW COST: local or county Community Mental Health Center5) Mental Health America (MHA): (800) 969-6642/ www.nmha.org6) Insurance company7) Local teaching hospital I med school8) Hospital rankings: www.usnews.com/ best

h Qp i talsL rankings/psychiatry9) International Obsessive-Compulsive Foundation (IOCDF): (617)973-

5801/ www.ocfoundation.or_g: therapists, intensive treatmentprograms, local affiliates, support groups, online and phone support

Professional Associations: lO)American Assn of Geriatric Psychiatrists (AAGP):

www.gmhfonline.org/gmhf/find.asp ll)Assn. for Behavioral & Cognitive Therapies (ABCT): (212) 647-1890

www .abct.org/ dHomc12)Assertive Community Treatment I Programs of ACT (ACT/PACT):

Fact sheet online, refer to State Mental Health Authority orCommissioner's Office (I/6., for directory go to www.nasmhpd.org;general info: ACT Assn www.actassociation.org/ (810) 227-1859

13)American Medical Assn. (AMA): www.ama-assn.org/a12s/amahg.htmlists psychiatrists by state

14)American Psychiatric Assn (APA): (888) 357-7924 (member referrals)15)American Psychological Assn (APA) www.apa.org; (800) 964-2000 for

referrals16)American Residential Treatment Assn (ARTA ) www.artausa.org

Dual Diagnosis/Substance Abuse: 1) NAMI fact sheet2) Dual Recovery Anonymous: 12-step: (877) 883-2332/

www.draonline.or.g3) SAMSHA (800) 729-6686 x2

Eating Disorders: 1) NAMI fact sheets on Anorexia Nervosa & Bulimia; NAMI website:

Binge eating, EDNOS, Healthy Eating, & other resources.2) National Eating Disorders Assn: (800) 931-2237/

www.nationaleatingdisorders.org

Education Issues (IEP, IDEA, etc.): 1) NAMI fact sheet "Parents & Teachers as Allies"2) NAMI Child & Adolescent Action Center (CAAC) website: IEP tips,

etc.3) National Dissemination Center for Children w/ Disabilities: (800) 695-

0285/ www.nichcy.org 4) National Disability Rights Network (Protection & Advocacy)

www.napas.org

Eldercare & Issues: 1) Eldercare locator: (800) 677-1116/ www.eldercare.gQv2) Info: www.expertJaw.com/library/estate_planning3) American Assn of Geriatric Psychiatrists (AAGP):

www.gmhfonline.org/gmhf/find.asp

Employment (supported & other): 1) NAMI fact sheet: "Supported Employment: An Evidence-Based

Practice,,2) NAM! Advocate article: "Supported Employment: A Road to

Recovery,,3) State Vocational Rehabilitation Office (IV /2.4) Job Accommodation Network: (800) 526-7234/ www.jan.wvu.edu5) Center for Psychiatric Rehabilitation at Boston University,

www.bu.edu/ qr /index.sh tml6) International Center for Clubhouse Development: (212) 582-0343.

www.iccd.org transitional and independent employment programs

Financial Assistance:

Prescriptions: 1) Partnership for Prescription Assistance: (888) 4PPA-NOW [(888)

477-2669] www.pparx.org2) www.needymeds.com3) Prescription Drug Assistance programs: NAMI website: for

pharmaceutical company list, go to Treatment I Medications IPrescription Drug Assistance Program OR see Treatments in Redhook

4) www.theassistancefund.org help with medication co-payments,deductibles

Medical Care I Hospital bills: 5) Cost of medical care: SAMHSA (800) 789-26476) Hospital bills: call billing office and work out a reasonable plan

General financial needs: 7) NeedheJppayingbills.com8) Salvation Army & Catholic Charities, "General Assistance,, social

services9) Info on Family & Medical Leave Act (1993): (866) 4-USADOL [(866)

487-2365]

Gender Issues: 1) LGBT Suicide Prevention Hotline: (800) 850-80782) NAMI fact sheet: Multicultural Action Center,s (MAC) "Gay, Lesbian,

Bisexual and Transgender (GLBT) Mental Health Resources,,3) Parents, Families and Friends of Lesbian & Gays (PFLAG): (202) 467-

8180 I www.pflag.org 4) Natl. Coalition for LGBT Health: (202) 558-6828/

www .lgb th eal th.net/ resources 1.sh tml

Guardianship I Power of Attorney I Conservatorship: 1) NAMI website:

Home page: Go to: Site Map (at bottom of page) I Find Support I LegalSupport I Special Needs Estate Planning

PLAN fact sheet (search Planned Lifetime Assistance Network)

Hoarding:

2) NAMI Legal Center (x1224)3) National Guardianship Assn. (NGA): www.gardianship.org, NGA

State affiliates.4) Planned Lifetime Assistance Network

www.nationalplanallian_ce.org/_5) Info: ww:w.e_xpe_rtlaw.c;Qm/libracy_Le_state_12-lanning;6) Health care Power of Attorney (POA): www.nrc.:_pad.Qr_g

1) Anxiety Disorders Assn of America: (240) 485-1001/ www.adaa.org

Homeless I Missing:

Housing:

1) Call police and file missing report; usual 3-day delay may be lowered

2) 3) 4)

1) 2)

3)

4)

for person w/ MINAMI Missing Person Support website (www.nami.org/missing)Housing: HUD: (202) 708-1112; www.hud.gov (Section 8)Salvation Army (if person has been missing 6 mos. or more)

NAMI Affiliate & NAM! fact sheet Section 8 Housing: http://www.housingvoucher.org/landers/ search/ 112-sectionS-v 1 HUD: (202) 708-1112 or (800) 569-4287 x2 I www.hud.gov; see HUD program Section 811 housing for persons w/disabilities HUD Housing Counseling Agencies: Call interactive voice system@ (800) 569-4287 for location of nearby housing counseling agency thatprovides free or low cost advice on renting, credit issues, buying ahome, default, foreclosure avoidance, reverse mortgages

5) Centers for Independent Living:http://www.bcm.edu/ilru/html/publications/directory/index.html

6) Public Housing and Resource Center: (800) 955-2232

Insurance (Health, Medicare/Medicaid): 1) State Insurance Dept. Directory (III/4.2) Uninsured Helpline: (800) 234-1317/ www.coverageforall.org3) State Health Insurance High Risk Groups (III/7.4) State Social Security Offices (III/5.5) Medicare Rights Center: (800) 333-4114/ www.medicarerights.org6) Find all available insurance: www.healthcare.gov7) National Assn oflnsurance Commissioners: www.naic.org

Legal Problems:

1) NAM! legal center: voice mail xl2242) American Bar Assn: (800) 285-22213) Legal Services Corporation: (202) 295-1500/ www.lsc.gov4) Bazelon Center for Mental Health Law: (202) 467-5730 I

www.bazelon.org (advocacy for adults & children.5) National Disability Rights Network: www.ndrn.org/ or

www .napas.org6) Health Privacy Project: (202) 721-56327) National GAINS Center, jail diversion for non-violent offenders: (800)

311-4246 website: www.GAINScenter.samhs.a.gov

Life Insurance: 1) Ask knowledgeable insurance agent.

Medications: Information:

1) Specific drug info on NAM! website and fact sheets2) National Institute of Mental Health (NIMH): (866) 615-64643) Ask psychiatrist or pharmacist4) FDA: (888) 463-6332/ www.fda.gov5) Google medlineplusNLM

Paying for: 6) www.NeedyMeds.com7) Partnership for Prescription Assistance: (888) 477-2669 I

www.pparx.org;8) www

_.

theassistanc.efund.org help with med. co-payments, deductibles9) Prescription Drug Assistance programs: aid from pharma. companies

for meds they make. For list, go to NAM! website: Treatment IMedications I Prescription Drug Assistance Program OR seeTreatments in Red Book

Membership (LETS): 1) LETS website2) Sign up through e-mail address

3) Give information to Stefanie or email to: stefanielyn.lets@gmail.com Missing Persons Support:

1)NAMrs online information: http://www.nami.org/missing

NAMI: 3803 N. Fairfax Dr., Suite 100, Arlington, VA 22203; (703) 524-7600 fax (703) 524-9094

OCD:

1) The Advocate: Courtney (x7107)2) Child & Teen Support: Bianca (x7699)3) Crisis Intervention Teams (CIT): Laura (x7209)4) Connection: Maura (x7101)5) Convention: Hanem (x7202)6) Donations: Darcy (x 7943)7) Educational program materials:8) Family-to-Family: Carmen (x7122)9) IOOV:lO)Local NAMI Affiliate: Renata: (x7913) or Center for Excellence

(search website for Center for Excellence, email Liz Smith (lsmith@nami.or_g) or Ben Staples (bstaples@nami.org)

11) Media relations: Bob (x7963)12) Membership: Elizabeth (x7922) or Maggie Smith (x7991)13) Address changes: give to Ann14) Peer-to-Peer: Maura (x 7101)15) Policy: Bianca (x7699)16) Publications: Courtney (x7107)17) WALKS: Jessica Hart (x7201)18) Web: Nathan (x7204)19) TAX ID: 43-1201653

1) NAMI fact sheet2) International Obsessive-Compulsive Foundation (IOCDF): (617)973-

5801/ www.ocfoundation.org3) Anxiety Disorders Assn of America: (240) 485-1001 I www.adaa.om

Panic Attacks: 1) NAMI fact sheet2) Anxiety Disorders Assn of America: (240) 485-1001 I www.adaa.Qrg3) NIMH: www.nimh.nih.gov

Prescriptions, Paying for: (See also Medications) 1) www.Need

:y

Meds.com2) Partnership for Prescription Assistance: (888) 477-2669 I

www.pparx.org;3) www.theassistancefund.or.g help with med. co-payments, deductibles4) Prescription Drug Assistance programs: Fianacial aid from pharma.

companies for meds they make. For list, go to NAMI website:Treatment I Medications I Prescription Drug Assistance Program ORsee Treatments in Red Book

Psychiatric Advance Directives: (See Advance Directives)

PTSD:

Research:

1) 2) 3) 4)

1)

2)

NAMI brochure; www.nami.org/ptsd National Center for PTSD: 802-296-6300 I www.ptsd.va.gov The Sidran Institute: 410-825-8888 I www.sidran.org Anxiety Disorders Assn of America: (240) 485-1001 I www.adaa.or.g

Brain donation: Harvard Brain Tissue Resource Center: (800) 272-4622 I www.brainbank.mclean.org Brain & Behavior Research Foundation (formerly NARSAD: Natl. Alliance for Research of Schizophrenia & Depression): (800) 829-8289 I .narsad.org

3) Stanley Medical Research Institute www.stanleyresearch.org

Rights/ Rights Violations: (See Discrimination I Stigma)

Schizophrenia: 1) NAMI brochure; www.nami.org/schizoi:>hrenia2) Surviving Schizophrenia by E. Fuller Torrey (for families.3) www.schizoi:>hrenia.com4) Schizophrenia Anonymous: call 411 and ask for local office/

www .sanonymous.org

Scholarships/grants: NAMI does not offer any.

Seniors:

1) Check with local/state NAMI2) Heath Resource Center@ GW Univ. (202) 973-0904 /

www.AskHeath@gwu.edu3) CAUSE: (617) 626-9098 (MA only)4) Lily Reintegration Scholarship (schizophrenia/bipolar) (800) 809-

8202/ www.reintegration.com5) Free Application for Federal Student Aid (FAFSA)

www.federalstudentaid.ed.gov/students.html

1) Geriatric Mental Health Foundation: (301) 654-7850www .gmhfonline.org/ gmhf/

to find geriatric psychiatrist 2) Eldercare locator: (800) 677-1116 / www.eldercare . .gov3) Info: www.expertlaw.com/library/estate_planning

Social Services: 1) 2112) National Assn. of Social Workers (NASW): www.socialworkers.org3) International Center for Clubhouse Development (ICCD); 212-582-

0343 I www.iccd.Qrg4) NAMI affiliate5) Salvation Army

Spanish: 1)

2) 3)

Statistics 1)

2) 3) 4)

Transfer to Doug (x7886) if he's available or to VM 211 (press 3 then 211)

NAMI website en Espanol. Use pink contact sheet for NAMI's Spanish brochures and fact sheets

National Institute of Mental Health (NIMH): (866) 615-6464 Iwww.nimh.nih.gov/statistics/index.shtml National Center for Statistics: (800) 232-4636 I www.cdc.gov/nchs NAMI fact sheet (general info. MI: facts & numbers) General Health information: www.nlm.nih.gov/medlineplus I (in multiple languages)

Store, NAMI: Order from website Suicide Hotlines & Crisis Lines:

1) Suicide Crisis numbers: (800) 273-TALK (press 1 for veterans) or1 (800) SUICIDE (800) 784-2433

2) LGBT Suicide Prevention Hotline: (800) 850-80783) National Domestic Violence Hotline: (800) 799-7233/ www.ndvh.org

Support for victims4) Rape, Abuse and Incest National Network (800) 656-HOPE/

http://www.rainn.or_g5) Teens & youth: (800) 999-9999 OR Girls & Boys Town National

Hotline: (800) 448-3000

Spanish Suicide Prevention: 1) National Suicide Prevention Lifeline: 1 (888) 628-94542) 1 (800) SUICIDA [1 (800) 784-2432]

Suicide Information (non-crisis) 1) American Foundation for Suicide Prevention: (888) 333-2377/

p.otg (Support for survivors of suicide loss)2) American Association of Suicidology: www.suicidol

QKY...

o:rg (National

clearinghouse for support groups and suicide information) 3) To download a contract: www.suicide.org

Support groups: 1) 2) 3)

4) 5)

Treatment:

1)

2)

Veterans: 1) 2)

3) 4) 5)

Violence: 1) 2)

3)

Project LETS support group; www.letserasethestigma.comDBSA (800) 826-3632/ www.dbsalliance.org Self-Help Sourcebook: (973) 989-1122/ www.mentalhelp.net/selfhelp (other illnesses) Mental Health America: (800) 969-6642/ www.nmha.org Emotions Anonymous 12-step program: www.emotionsanonymous.org

(See also Doctors and Treatment Referrals)

SAMHSA Treatment Locator (Substance Abuse Mental Health Services Administration): http://store.samhsa.gov/mhlocator. Also for LOW COST/Free clinics: (800)789-2647/ www.samhsa.gov/treatmen t

Veterans Admin. Hotline: (800) 273-8255; Dept of Veteran's Affairs: Health Care: (877) 222-8387; Benefits: (800) 827-1000NAMI website: Veterans Resource Center www.nami.org/veteransNational Center for PTSD: (802) 296-6300 I www.ncptsd.va.govReal Warriors Campaign: (866) 966-1020 IwwwJrealwarriors.net/resources

National Domestic Violence Hotline: (800) 799-7233 I www.ndvh.or_g Rape, Abuse and Incest National Network: (800) 656-4673; www .rainn .Qr_g National Center for Victims of Crime: (202) 467-8700 I www.nc_vc.Qtg

4) Tahirih Justice Center for female immigrant victims of gender-basedviolence: (703) 575-0070 (DC area)

Volunteering: 1) Contact Stefanie Kaufman @ projectletsLl@gmail.com

Communication Skills Training for Project LETS Hotline Information Specialists:

Project LETS Mission Statement Project LETS, Let's Erase the Stigma, is an organization dedicated to eliminating the stigma associated with mental illness and suicide. To establish clubs in middle schools, high schools, and colleges, where students can engage in the honest conversation, discuss stigma, learn about mental health, plan their own stigma-erasing projects, and lead peer-to- peer education programs. To organize lectures, presentations, and speeches, and work on a law to mandate suicide prevention training for all youth educators of 7th-12th grade students. To provide resources and information to youth, in hopes of receiving a changed attitude and acceptance of these issues within the community. The goal is to spread the awareness, erase the stigma and commemorate the lives we have lost.

About the Project LETS Crisis Chatroom/Texting Line The LETS Crisis Chatroom/Texting Line supports our mission by providing a nationwide free information and referral phone service. Information and referral specialists are trained to fully address at a general level most inquiries that come to the crisis line, including questions about serious mental illness and their treatments, requests for information and publications about Project LETS, programs and policies, and referrals to local affiliates across the country. Offline messages can be left at any time. Users present a wide variety of situations and problems. While user's requests range from simple to complex, Helpline staff should keep in mind the following three points:

Whatwe do What we don't do "How can I help you today?"

What we do: Efficient and effective support and assistance in response to a users need is our primary function. This service is provided initially during the live contact of the chatroom or texting conversation, and may be followed up with a packet of information that is mailed to the user. Users may be consumers of mental health services or the family members of a person with mental illness. They may need specific information about a disorder, a medication or a referral to a support group in their area. In some cases, the user may need a referral to someone who can help with a legal matter or help find a doctor or other types of specific assistance.

What we do NOT do: Provide counseling or therapy. We provide an empathetic, supportive and listening ear, but we are not therapists. When necessary, it is important to state this and to link users with professional and support services in their local area.

Provide direction. We provide information to help users know their full range of options, but do not advise them on which option to choose. It's important to let users know that we are not doctors, lawyers or pharmacists. We can only speak from our training and personal experience.

Provide referrals to particular service providers. (i.e., psychiatrists, therapists, attorneys, etc.), although we can provide suggestions on how to find a service provider.

1

Provide individual casework or advocacy. Project LETS advocates at the national level for systemic change, and will hear cases for individual advocacy. Contact stefanielyn.lets@gmail.com

"So how can I help you today?" After listening to a persons "story," it is important to specifically ask, How may I help you?,, By asking the question, we avoid presuming to know what the users need is and avoid confusion or misunderstanding, especially since users will often discuss a number of issues as they speak with us. Because they may not be seeking help for each and every issue, we don't want to provide answers to questions they're not asking. By asking this simple, direct question, users begin to focus on what they really need. Sometimes they realize they they're not sure how we can help them. At this point, we can begin to do some problem-solving to help them find what they're looking for.

Basic Communication Skills

How We Communicate What We Communicate:

Effective communication is the exchange of information in which the receiver attaches the same meaning to the message that was intended by the sender of the message. The message is shared and mutual understanding develops.

Some Facts about Communication: Research at UCLA has shown that in face-to-face communications: 7% is conveyed by the words themselves 38% is conveyed by how we speak-inflection, tone of voice, volume,

rate of speech, etc. 55% is conveyed with body language

With chatroom or texting communication, there is obviously no eye contact or body language, so what we see is largely influenced by our own attitudes, perceptions, and experiences.

Vocabulary: Using the Right Words:

The right words can make all the difference in the tone of your conversation.

Words and Phrases to A void -- Avoid words and phrases that sound dogmatic, absolute, accusatory, demanding or inflexible:

A void these: "You'll have to wait .... " (rude) "We don't handle that here." (negative) "That,s a bad idea. I think you should ... " (directive)

Use these: "I can take care of that ... "I will be happy to ... "Let me see how I can help you with that. .. "

Use Dynamic Words -- These help you sound confident and helpful:

HOWEVER ... be sure that you are expressing confidence and certainty only about those things you really are confident about. If you're unsure, that,s ok ! It is better to express uncertainty than to give incorrect information.

How We Talk About Mental Illness:

Understanding and using the right vocabulary is important. The words about mental illness and recovery that society uses can reinforce stigma or challenge it. LETS periodically reviews and updates its preferred language to emphasize de-stigmatizing phrasing. Here are the most recent updates:

Mental Illness is a medical condition that disrupts a person,s thinking, feeling, mood, ability to relate to others and daily functioning.

Schizophrenia is a mental illness that interferes with a person's ability to think clearly, manage emotions, make decisions and relate to others. Organizing one's thinking, performing complex memory tasks and keeping several ideas in mind at one time may be difficult for people who live with the illness.

Bipolar Disorder is a complex medical illness of the brain. People diagnosed with bipolar disorder experience alternating episodes of mania (severe highs), depression (severe lows) and mixed states which contain elements of both high and low experiences. Over the life span of a person living with bipolar disorder, the illness may express itself in irregular patterns of change in mood, energy and thinking. These changes may be subtle or dramatic and typically vary greatly over the course of a person's life as well as among individuals.

Major Depression is a mood state that goes well beyond temporarily feeling sad or blue. It is a serious medical illness that affects one's thoughts, feelings, behavior, mood and physical health.

About Recovery ....

With an accurate diagnosis, effective medication, attention to health and wellness, and peer and family support, most people living with mental illness can obtain relief from their symptoms and achieve satisfying and meaningful lives.

Effective Questioning:

How do I ask the questions I need to ask? Much of what we do involves asking questions. You ask questions to verify information, obtain more specific details and seek agreement on proposed plans of action.

There are two types of questions-open-ended and closed-ended. Each has a particular purpose. Knowing when to use each of these two basic types of questions is an essential skill.

Open: The open-ended question encourages the user to talk because these questions can't be answered with a brief "yes" or "no." Use these questions to generate the information you need before you begin to answer their questions.

Open questions begin with the following words:

Who What When Where Why How

Closed: The Closed question may ask for a choice or can be answered with a brief "yes" or "no." Use closed questions carefully; they can be effective when you want simply to verify something that has already been discussed or to confirm what you or the user will do.

Closed questions begin with the following words:

General Specific

Is ... Was ... Are ... Were ... Will ... Would ... Do ... Did .. . May ... Might ... Can ... Could .. . Have ... Had .. .

Since most users will generally not ask their primary question at the outset, it's always better to proceed from General to Specific when asking questions. This avoids time-consuming backtracking and enables you to better pinpoint the need.

Questioning I Probing Tips: Start with simple questions Ask direct questions Pause after you have spoken Don't settle for vague, overly brief answers; if necessary, restate the

question in a way that is better understood and elicits theinformation you need.

Demonstrate to the users that you've understood their response.

Handling Chatroom/Texting Users

:earts of a Chat:

1. Preparation: Be ready to talk to the user when you log ontoyour account. Be sure you are ready to answer any questionsyou should reasonably be expected to know.

2. Opening: Answering the Chat: Greeting, identifying oneselfand the organization, preparing to listen. Our standard LETSgreeting will automatically be sent.

3. Body: The largest part of the chat, when much information isshared, questions are asked, problems are clarified andsolutions and action steps are identified.

4. Resolution: Review and identify the steps that you and/or theuser will take ( e.g., So, I'll send you our brochure onschizophrenia . . . "), along with the timeframe involved (writteninformation takes 10 days to two weeks to arrive).

s. Closing: Most users come to a natural conclusion after youhave handled the main issue, provided information and agreedon any necessary follow up (e.g., mailings). Conversationsshould end with a summary. Briefly recap what was discussedand the action steps you're going to take:

"Please check out our website at www.letserasethestigma.com "Written material should arrive within 2 weeks. (if the user

requested any)

Please feel free to come back if you need anything else.,,

IMPORT ANT: Review the chat for Quality Assurance: Did you meet the standards set by the Checklist for Chat Quality Assurance? What did you do well? What could you do better next time?

Controlling the Conversation: The Five Strategies AID US,,

AID US is an acronym that represents five powerful tools that Information and Referral Specialists can use to help steer a conversation in a productive direction while giving full attention to the users needs. These strategies can be used to shift to a new topic or to make a transition to the end of the conversation.

Affirm This response validates an individual. We agree with people, s right to feel what they feel and communicate basic respect for someone, s position (even a controversial one). Affirming statements start with

t h . h ,, I h ,, commen s sue as, you are ng t... or can see w y you ...

you do have a long, hard story. What can we do for you today?

You certainly have a right to your opinion.,, "It sounds like you,re doing a good job of managing your

illness.,, "I can understand why you wouldn,t want to see that doctor

any more.

Inquire You ask the user a direct question. Making an inquiry means you can offer a specific answer to a specific question. Direct questions also stop people in their tracks when theire going on too long.

Direct

Has your relative been diagnosed by a psychiatrist?" Have you been in touch with any other organizations? How much have you read about bipolar disorder?"

Here we get right to the point, telling the person what you're going to do or what you'd like him or her to do.

I have to sign off now; other chats are coming in." We're not trained professional counselors here, so we can't

provide therapy." That's something you should ask your doctor about."

Understand In this strategy, you empathize with users, showing that you appreciate their frustration, confusion, discouragement.

I know how difficult it can be to deal with these illnesses." I sympathize with your situation." It can be very frustrating to have a doctor who doesn't

listen to you."

Support Here you j.cin users, supporting their feelings and experiences. You may own" the feeling or issue as one of yours, perhaps sharing some of your personal experience if you feel comfortable. You might also acknowledge the issue as a common problem for many people.

rve had a similar problem in finding the right combinationof medications.

rve been through something very similar to what you aredescribing, and I know many other people have too.

When I was first diagnosed, I felt the same way.

Providing Emotional Support:

It's important to offer emotional support when the user needs reassurance and understanding. These three Strategies work well:

1. Understand

Recognize the difficulty of the problem that the user is facing Let her know that she is not alone in having this particular

problem. Recognize the users efforts to date:

o rm sure this has been a difficult experience for you.Situations like this are very challenging for many people. Itmay help you to talk with other people who are learning tocope with this problem.

o I know you must have struggled a great deal with thissituation, and you are to be commended for handling it sowell. Is there something specific I can help you with now?"

2. Affirm: Even if it seems to you that the users actions to date have been

inappropriate or unhelpful, you can still Affirm their efforts orintent:

o I can see that you have really tried to help your son.

3. Support

If someone takes an unusual or contraryposition about a mental illness topic, don'targue. Affirm the user, state your position, andmove on.

o The idea that mental illness is caused bydemons is certainly one point of view. Ican see that you feel strongly about that.However, we believes that mental illnessis a medical illness that affects the brain,as well as a person's thinking, feeling andrelating to others. How can I help youtoday?"

Briefly share_your own experience only when appropriate, that is,only as much as would help the user.

o I have that diagnosis also, and it took me a while to acceptthat I need to take medication.

Trouble Shooting

Focus the Chat

It is easy to get off track and still have an interesting, lively conversation. We might have the illusion of doing what we,re supposed to do, but are we truly being helpful? If the user rambles at length or doesn ,t clearly identify his need, it is necessary to help the person clarify his main purpose in using the chatroom/texting services.

Two strategies, inquire and direct, work especially well in these cases. First, acknowledge the users complex or difficult situation (e.g., rm sorry you are dealing with such a difficult problem, or I understand why you are frustrated by this situation. Then:

Inquire:

Direct:

How can we help you today? What information do you need to

move forward?

rm going to give you the numberor our NAMI Affiliate in your city.They can help identify ...

Closing a Chat When the User Won ,t Sign Off

Most chats can be handled within 1 o minutes. A few may take an additional five or more minutes. Some users, however, will stay on the

chat as long as possible. It is up to you to be assertive in ending the chat by making a direct response:

Direct:

Bridging a Communication Gap

I'm sorry but I have to go now.Another chat is coming in.

We're very busy now.

If it seems that the user is not hearing what you're saying, ask yourself: Am I really saying what I think I'm saying? Am I saying what I

mean to say? Do I need to change the way I approach this user? ( e.g., my

attitude towards this caller) How does the users state of mind affect the way I communicate?

Dealing with Silence

Don't be afraid of silence ( especially if you're waiting for a response or if someone is having difficulty responding), but also don't be afraid to move the conversation forward.

Establishing Common Ground

If you don't feel like you're being helpful, focus on the overlap of specific services that we offer and the users need (both felt and expressed).

Getting Help for Difficult Chats

Option I: Ask staff for information I assistance I direction.

1. Tell the caller that you want to find additional information,and ask permission to place the user on hold (e.g. "Mrs.Jones, that's a really good question and I'm not sure whetherwe have information on that subject. May I ask you to holdfor just a moment so that I can double check?"). Be sure youhave a thorough grasp of the users concerns before you putthe person on hold.

Option II: Ask the supervisor to take over the chat. Rarely, if you come to a point in a chat where you feel you are not being helpful or one of you has become overly frustrated, it may be helpful to have someone else continue the chat. If this is the case, please do the following:

1. Text or call Stefanie Kaufmana. 516-459-8721b. Transfer your chat to her.

Option III: If the chat seems of imminent danger, check the IP address of the user, and call 911. Under

How to Help Those Who Don't Help Themselves

Problem: When we ignore a problem, it not only doesn,t go away, it gets worse.

Steps to take: 1. L-E-A-P:

a. Listen: Learn to really listen and not react to what your loved onefeels, wants and believes. Reflect back what you have heard in your ownwords - do this without commenting, disagreeing or arguing. Askabout:

Beliefs about having a mental illness Experience and attitudes about medication Concept of what she can or cannot do Hopes and expectations for the future

b. Empathize: Empathize with all the reasons he has not wanted toaccept treatment, even those you think are crazy.,, Some are:

Frustrations Fears Discomfort Desires (to get married, have children, stay out

of the hospital)

c. Agree: Identify facts upon which you can ultimately agree ( e.g., Sowhat happened after you decided to stop taking your medicine?,,)

Normalize the experience (I would feel the sameif I were in your shoes)

Discuss only perceived problems/symptoms Review perceived advantages and disadvantages

of treatment Correct misconceptions Reflect back and highlight the perceived benefits Agree to disagree

d. Partner: Make an explicit decision to work together and becometeammates striving for the same goal.

What Should Happen Next 1. Treatment (medication, psychotherapy)

Responding to Crisis Chats/Texts

Follow these three main.s.te_J2S.:1. LISTEN, 2. EMPATHIZE, 3. REFER

1. LISTEN Listen long enough to get the gist of the users situation, hopefully not more than five or ten minutes.

I'm not a professional counselor or therapist, but I can listen and make sure you get the help you need. "

2. EMPATHIZE I'm very sorry things have been so difficult for youlately.

3.PROVIDEANAPPROPRIATEREFERRAL

It sounds like you've had a really hard time recently.

I can understand why you would be feeling so upset.

DON,T say: I'm sorry, we don't take chats like this here .

. . .in a supportive and caring manner (follow all steps):

a. There are other lines that you can call to talkto people in your area who are specially

2 Options:

trained to help people in your situation.

b. Would that be okay? Would you like thatnumber?

c. I hope they will be able to help you and thatyou will be feeling better very soon.

1. fil}IC.IDE I CRISIS T.TNE: If the person is suicidalor in crisis, refer the user to a suicide line:

1 (800) 273-TALK ... 1(800) 273-8255

Veterans ... 1(800) 273-8255, then press 2

Spanish ... 1(888) 628-9454

Or tell caller to call 911 or go to a hospitalEmergency Room if the person seems tobe in danger of harming himself or others

2. WARM LINE: If the user just needs to talk but isnot in immediate danger, a warm line" could help.The following warm lines are nationally accessibleand welcome calls from anywhere: www. warnw,ne..Ortj

CONCLUSION: LETS Crisis Line: Encourage the user to return the for future assistance, especially for referrals and emotional support.

Call 911 for an emergency If you still need help ...