News Update

DMHS Enhances Crisis Services by Moving Phone Lines to a Central Location

Change Creates More Welcoming Atmosphere, More Predictability for Clients

WHITBY, ON (August 9, 2010) – The Crisis Services program at Durham Mental Health Services (DMHS) has made some changes in order to enhance client service.

In September 2009, Crisis Services expanded with a new location in Ajax, partnering with Rouge Valley Health System to provide a community alternative to hospital visits for individuals seeking mental health support.

Now, phone calls to Crisis Services are answered at one central location, the DMHS Administration building, between 7:00am and 11:00pm Monday to Friday. Previously, the phones were answered at Crisis Services’ Whitby residence. (Telephone support is still offered from the Whitby residence overnight and on weekends.)

Crisis Services phone support staff provide direct support to callers over the phone, arrange mobile visits for both the Ajax and Whitby locations, and prescreen admissions to the Crisis beds at both locations. Through DMHS’ partnership with Frontenac Youth Services, Kinark Child and Family Services, and Chimo Youth and Family Services, DMHS crisis phone support staff also link callers under 16 to appropriate youth services.

“By moving the phone lines, we’ve reduced bustle at the Whitby residence and established a more welcoming atmosphere for clients,” says Norine Thompson, Senior Coordinator of Crisis Services. “Another benefit is that clients have more predictability. Each week they work with the same staff, whether they call in or are accessing a bed. We can better respond now to client needs through each of our service components: our phone line, our mobile community support, and our crisis beds.”

Crisis Services staff rotate roles weekly, from providing phone support to meeting clients in the community to working with clients at DMHS’ Crisis residences.

Two staff provide onsite crisis support at the Whitby and Ajax residences 24 hours a day, 7 days a week. Crisis support is offered in the community from 9:00am to 9:00pm Monday to Friday (10:00am to 8:00pm on weekends), with two mobile teams available between 1:00 and 5:00pm.

Clients and staff have responded well to the change. “The feedback has been very positive,” Norine says. “Management knew the vision of what we wanted to achieve but staff were very involved in planning how these changes would take place. The transition went very smoothly.”

Crisis Services staff Sharon Hibbert-Jackson was uncertain about the impact of these changes at first. “I really questioned whether this new arrangement would work but it’s worked out great. Now when Crisis staff are at the beds locations, we are focused only on that one role. Since we aren’t answering phones or going out on mobile visits, we can better engage our beds clients. And when clients see fewer staff here, they aren’t intimated to approach us. We’re spending more quality one-on-one time together, building relationships and helping clients meet their needs.”

Benita LaChance has been working the phone line and says “it’s been a positive experience. We are still connected to the team but it’s also nice to have a quiet space to focus on callers – either to help them over the phone or to schedule mobile visits when they could benefit from face-to-face support. We’re also available to answer information calls and to help anyone who drops into DMHS’ Admin building.”

Norine Thompson notes that the mission of Crisis Services hasn’t changed. “We still offer around-the-clock support to people in need. And we still provide an effective community-based crisis support option. In most cases, individuals in crisis can be well supported in the community. Working with Lakeridge Health and Rouge Valley Health System to provide alternatives to emergency room visits or hospitalization is a top priority. Life can be a struggle at times and we are here to help any person in Durham who could use a helping hand."

To access DMHS Crisis Services, call 905-666-0483 or toll-free 1-800-742-1890.