Creer Enterprises, Inc. 2.7.11

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Disruptive Innovation transforms Adult SMI Clinic in Maricopa County (all parties agreed to image participation in presentation provided to Arizona NAMI Annual Meeting 2009).

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  • (Dr Gerundo, Dr De Los Santos, Dr Sutton, Ann Ronan, Geri Mattern, Chick Arnold, Steve Wiggs, Don Van de Bruhl, Gary Brennan, Kurt Sheppard, Hope Lives, Mona, Wendy, Cherie, Jen, Shannan, Pastor Steve/Cheri, Terry Goddard, Harry Mithell, Daniela Baca, Dr. Laura Nelson, Janet and Nicholaus Cummings Foundation, Gastroentologist Book-Writer-Guy)...\n
  • (Dr Gerundo, Dr De Los Santos, Dr Sutton, Ann Ronan, Geri Mattern, Chick Arnold, Steve Wiggs, Don Van de Bruhl, Gary Brennan, Kurt Sheppard, Hope Lives, Mona, Wendy, Cherie, Jen, Shannan, Pastor Steve/Cheri, Terry Goddard, Harry Mithell, Daniela Baca, Dr. Laura Nelson, Janet and Nicholaus Cummings Foundation, Gastroentologist Book-Writer-Guy)...\n
  • (Dr Gerundo, Dr De Los Santos, Dr Sutton, Ann Ronan, Geri Mattern, Chick Arnold, Steve Wiggs, Don Van de Bruhl, Gary Brennan, Kurt Sheppard, Hope Lives, Mona, Wendy, Cherie, Jen, Shannan, Pastor Steve/Cheri, Terry Goddard, Harry Mithell, Daniela Baca, Dr. Laura Nelson, Janet and Nicholaus Cummings Foundation, Gastroentologist Book-Writer-Guy)...\n
  • (Dr Gerundo, Dr De Los Santos, Dr Sutton, Ann Ronan, Geri Mattern, Chick Arnold, Steve Wiggs, Don Van de Bruhl, Gary Brennan, Kurt Sheppard, Hope Lives, Mona, Wendy, Cherie, Jen, Shannan, Pastor Steve/Cheri, Terry Goddard, Harry Mithell, Daniela Baca, Dr. Laura Nelson, Janet and Nicholaus Cummings Foundation, Gastroentologist Book-Writer-Guy)...\n
  • (Dr Gerundo, Dr De Los Santos, Dr Sutton, Ann Ronan, Geri Mattern, Chick Arnold, Steve Wiggs, Don Van de Bruhl, Gary Brennan, Kurt Sheppard, Hope Lives, Mona, Wendy, Cherie, Jen, Shannan, Pastor Steve/Cheri, Terry Goddard, Harry Mithell, Daniela Baca, Dr. Laura Nelson, Janet and Nicholaus Cummings Foundation, Gastroentologist Book-Writer-Guy)...\n
  • (Dr Gerundo, Dr De Los Santos, Dr Sutton, Ann Ronan, Geri Mattern, Chick Arnold, Steve Wiggs, Don Van de Bruhl, Gary Brennan, Kurt Sheppard, Hope Lives, Mona, Wendy, Cherie, Jen, Shannan, Pastor Steve/Cheri, Terry Goddard, Harry Mithell, Daniela Baca, Dr. Laura Nelson, Janet and Nicholaus Cummings Foundation, Gastroentologist Book-Writer-Guy)...\n
  • (Dr Gerundo, Dr De Los Santos, Dr Sutton, Ann Ronan, Geri Mattern, Chick Arnold, Steve Wiggs, Don Van de Bruhl, Gary Brennan, Kurt Sheppard, Hope Lives, Mona, Wendy, Cherie, Jen, Shannan, Pastor Steve/Cheri, Terry Goddard, Harry Mithell, Daniela Baca, Dr. Laura Nelson, Janet and Nicholaus Cummings Foundation, Gastroentologist Book-Writer-Guy)...\n
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  • Creer Enterprises, Inc. 2.7.11

    1. 1. to believeCREER Enterprises, Inc. Communities Really Enjoying Effective Relationships… …established 3:00 am, 1/26/06
    2. 2. To believe in myself… To believe in my skills… To believe in my strength… To believe in my honesty... To believe in my role…this slide lovingly dedicated to Len Perinetti, my highly-decorated Vietnam-Surviving, Life-Saving LISAC-Counselor-Extraordinaire, Friend, Mentor, Colleague deceased Spring 2010, who found such poetic justice to help describe the uniqueapproach to care we sought at the West Camelback DCC using these beautiful words, and many of the thoughts in our originalpresentation/practice hailed at one time by AZ DHS/Value Options/Magellan/NAMI/former SAMSHA Administrator and manyparents, participants, lawyers, and social workers as a model worthy of replication and protection.
    3. 3. Mission… CREER Enterprises’ mission…established 3:00 am, 1/26/06... was to transform then-existing behavioral health service delivery from a process- driven, crisis-focused, medical model  approach to an integrated, inclusive and participatory recovery relationship built on the principals of hospitality and customer service (amazing it still seems relevant!)...
    4. 4. Greg was the Primary Inspiration for our CREER Enterprise… Full of joy and ebullience,Greg was one of the primaryinspirations for the CREERProgram thanks to hisdetermination to give back,whether scraping gum off thesidewalk or washing windows, orjust being friendly and helpful… Graduating at the top of hisPeer Employment Training,Greg intentionally invested hisown money to buy a resourcereference book so he couldefficiently assist others…
    5. 5. Old Current Goal……to transform the West Camelback Adult SMIClinic into a “Village/Community” that… brings service recipients into all phases of the businessmodel… results in competitive community integration,employment, housing, and independent living success… resolves more than four years of Priority Clinic,Corrective Action/Leadership and Targeted NetworkDevelopment planning…
    6. 6. New Current Goal……to help mature the Maricopa County Health System into a Connected-Community Really Enjoying Effective Relationship each inspired by the transformational potential of the Integrated Health/Benevolent Values they commonly share...Specific tasks (a/o 1/16/11): establish board of directors/partnerships/investors with funding/investment options ..Integrate DBH program into Busines Plan/Quality Control (include ASU Dept Leaders, Drs. Steve Braun, Pedr Choca, Ron O’Donnel, Nick/Janet Cummings)... Establish independent contract w/FQHC, RBHA, PNO, HEALTH PLANS for Integrated Behavior Health Division incorporating counselor/social work labor via ASU DBH practicum/interns plus Vive, AmeriCorps Volunteer/Stipend/Education Credit, and other Peer Paraprofessional Benefits/Referral experts trained/bilingual in Spanish-Language Peer Support/Integrated Health Servics to address the thousands of displaced Adult SMI/GMH/NT19 behavioral health recipients upon funding restrictions, while maximizing Healthcare Reform Options... File appropriate Community Service Agency/Licensed Outpatiet Clinic papers as appropriate... File 501c paperwork...
    7. 7. “Good Morning West Camelback”…some of the friendly folks that greet our visitors…
    8. 8. Best Practices Employed…“Villages” Model… Transition to Independence ProcessCommunity Reinforcement Brief Intervention for AlcoholDialectical Behavior Therapy Abuse/DependenceCognitive Behavioral Therapy Emotional Focused Therapy for CouplesPeer Support Relapse PreventionMotivational Interviewing Solution Focused Brief TherapySupported Employment Social Skills TrainingSupportive Housing Matrix/Contingency Management…Family Systems CDOI (Client-Directed/Outcome-Family Psycho education Informed) Assertive Community Treatment…
    9. 9. CREER Co-Occurring CREER Community/ Disorders Program Vocational Coordinator… Coordinator… Supervises clinical team approach to integrated Supervises total site peersubstance abuse and mental integration, communication, and health treatment, oversees relationship efforts and “owns” counseling co-located Ambassador Program operatingfunction and offers individual responsibility… and group counseling…
    10. 10. Unique Positions… CREER Co-Occurring CREER Community/ Disorders Program Vocational Coordinator… Coordinator… Supervises clinical team approach to integrated Supervises total site peersubstance abuse and mental integration, communication, and health treatment, oversees relationship efforts and “owns” counseling co-located Ambassador Program operatingfunction and offers individual responsibility… and group counseling…
    11. 11. CREER Customer Service/Hospitality Youth Transition Case Supervisor… Manager II… Directly supervises CREER “Embedded” to Transition Facilitator Ambassadors in their daily Team @ Jewish Family &function addressing success and Children’s Services, serves as the challenges via daily progress reporting. Also works closely Adult System “Expert/Broker” in with Office Manager to ensure Transition to Independence Pilot customer service and clinical Protocol… responsiveness…
    12. 12. Unique Positions… CREER Customer Service/Hospitality Youth Transition Case Supervisor… Manager II… Directly supervises CREER “Embedded” to Transition Facilitator Ambassadors in their daily Team @ Jewish Family &function addressing success and Children’s Services, serves as the challenges via daily progress reporting. Also works closely Adult System “Expert/Broker” in with Office Manager to ensure Transition to Independence Pilot customer service and clinical Protocol… responsiveness…
    13. 13. In the spirit of the MHA-LA Village Model, this year’s holiday party included staff, recipients, and their families.Approximately 350 customers and another 100 staff with their families both served and dined together…
    14. 14. 6th… 1st… MeasureConnect 5 th Ass … ist nd … 2 meWe lco th … 3 rd… 4 Inf orm Inquire
    15. 15. 1st…ConnectOutreach, engagement via phone and face-to-face contact in the home, community and office utilizing…* Customer Service * Friendliness * Counseling* Peer Support * Case Management * Invitation* Open House * Community Forums * HospitalityStaff challenged to engage customers in variety of service offerings..
    16. 16. Roberto greets folks as they arrive and patrols the perimeter of the clinic… Last summer the ACT Teamcelebrated Roberto and hisparents upon his successful HighSchool graduation. He was hand-selected by his teamas someone that could benefitfrom the pre-vocational nature ofthe Ambassador Program and he’salready making significantcontributions. Roberto’s unique life experiencecombined with the tremendoussupport of his mother and fathermake him one of our subject-matter experts in our YouthTransition Pilot.
    17. 17. 2nd…WelcomeCustomer Service/Hospitality established by... CREER Ambassadors stationed/patrol outsideand in lobby greet and welcome folks as theyarrive… CREER Snack Bar replaced vending machines andmanned by Ambassadors in lobby… Housekeeping/Janitorial/Concierge Servicedeployed throughout day to maintain facility… Open-Door Access to all Site Leadership…
    18. 18. 3rd…InquireLobby transformed to Ambassador- facilitated Hospitality Center… Welcome/Check-In function verifies purposeof visit, offers additional participation choices,notifies visited party, monitors length of wait,ensures guest comfort and makes sure folks getneeds met as much as possible… All staff expected to greet and assist guests/visitors ala “10’ rule”…
    19. 19. Dawn is renowned throughout the Maricopa County RBHA… Self-admittedly perhaps the most frequent crisis utilizer and assuming total ownership of the Borderline Personality Disorder diagnosis, Dawn works closely with CREER staff and clinicians to address the challenging behavior she knows get in her way… When we launched our first Clinic Action/Advisory Council last month, Dawn was determined to become a charter member and is helping prepare an Oath of Office Pledge for council members outlining appropriate role- modeling expectations…
    20. 20. Roger’s been coming to West Camelback since the late 80’s even before there was a RBHA… He was seeing our Chief Psychiatrist nearly the whole time who is just amazed at Roger’s growth and transformation, from overwhelm with schizoaffective homelessness to charter membership in our Clinic Advisory/Action Council… Roger lives right across the street from our clinic and is a mainstay in our Lobby Greeting Crew, sharing his friendly smile and warm welcome with all that come. He’s proud to report over a month of a determined tobacco-free lifestyle…
    21. 21. Colleen is a Retired Registered Nurse… Her Senior Assisted LivingFacility insists she get out in thecommunity every day so we’refortunate that she chooses tocome here… A stable fixture in our lobby and akeen observer of human nature,she enjoys the vibrancy of theclinic and greatly contributes toour unique site personality... Colleen too, is a “charter member”of our Clinic Advisory/ ActionCouncil and anxious to help us growour transformation and integrationopportunities…
    22. 22. 4 th…InformAll staff coached to practice hospitality and customer service skills applying principles of “servant leadership”… 10’ Rule = Greet/introduce self to all within 10 feet ofview...”Hi, I’m Jim, can I help you?”… Staff challenged to apply motivational interviewing,discuss resources and offer options to facilitate “InformedChoice”…
    23. 23. Myrna, Gail, and Debbie are co-located fromTERROS and an integral part of our Co-Occurring Program offering…
    24. 24. Jas is a friendly face at Check-In… A recipient at West Camelback for 3 years, she spent less than a year on our Young Adult ACT Team before being hired directly as an Office Assistant and moved into the Connective Level of Care… With over eight months of competitive employment, she has mastered every OA position from phones, to charts, to check-in/ check-out, and receives Kudos daily for her friendly, helpful approach to customer service…
    25. 25. 5 th…AssistSite Leadership accountable to role-modelhospitality and customer service applyinghighest standard of “hopeful with highexpectation” approach… Clinicians recognized for positive customerservice and results that meet guest expectations… Peers and Interns share in site personality andhave freedom of access to see guest needseffectively met…
    26. 26. Wendy and are updating their service plan…West Camelback has taken great strides to knock down some of those traditionalbarriers between client and staff. We’re real excited that individuals getting servedare now invited to participate in the treatment planning in the cubicle “staff” area atthe very moment it gets developed and finalized.
    27. 27. Tai’s Supportive Team is piloting our Youth Transition Project in conjunction with Jewish Family and Children’s Services and Southwest Network’sGarden Lakes Clinic. Hector (the big guy) will be “embedded” to the JFCS Transition Team and all will be intimately involved in implementing the TIP Model into our operating modalities. Over the course of the pilot, 120 youth will successfully transition from the Children’s System of Care intothe Adult with the determined purpose of establishing evidence-based Best Practice Protocols.
    28. 28. Shane’s Team enjoys a highly diverse customer base…Including Arab and Spanish Language Only, General Mental Health, Supportive andConnective individuals. Nicole, Cecilia, Frank, Marie, John, Gina, Dr Theodoro, Paula,Eloise, Shane, and Wendy have surmounted numerous challenges to form a highly cohesiveand dedicated group of professionals determined to do their very best for those under theircare…
    29. 29. Our Young Adult ACT Team was formed in August 2006, when we compressed 5 Supportive Teams into 4, moved 120 folks to Connective,and realigned remaining staff without incurring additional payroll expense… They are actively integrating Dr Rusty Clark’s Transition to Independence Protocol and the MHA-LA Village Model into their routine operating structure…
    30. 30. Delroy’s team takes great pride in rendering comprehensive services that empower and facilitate recipient growth. A diverse group consisting ofSpanish-Language, Vocational, Youth, and Recovery Experts, there’s not a “clock-watcher” among them and we often have to kick them out of the building at night!
    31. 31. Ken’s team has some of the oldest and longest serving staff in thebusiness…CM Betty has been here for over 15 years, Dr Gerundo morethan a dozen, Cindy 8, Ken and Dan over 6…jokingly referred to as the Geriatric Specialty Team, they are obviously extremely talented and dedicated
    32. 32. At least half of our Administrative Support Team are folks that receiveservices with three of them promoted from within our own recipient ranks… We’ve found their unique skill set the key link to our RBHA recognition as one of the most Welcoming Adult SMI Clinics in the system…
    33. 33. Nicole, Cecelia, and Direnda are our Connective Clinical Liaisons…They serve more than 190 folks that have reached their Recovery and Vocational Goals requiring very little clinical support any more…
    34. 34. Rachael, Nabeha, Veannisa and Andi…staff on our Young Adult ACT Team facilitate a “Cooking on a Budget” class in our large conference room… (Practically the entire clinic enjoyed the Sloppy Joes and Fries!)
    35. 35. Employment Anyone?… Co-located RSA Voc RehabCounselor Traci consults with co-located FOCUS EmploymentSpecialist Pearl in her officelocated in our “One-Stop/ResourceCenter”… Traci and her cohort Colleen formpowerful partnerships with theclinical teams even going above andbeyond by participating in ourVillage Project work groups… Pearl and FOCUS deliberatelyhelped us knock down thetraditional boundary againstproviding services where youreceive services and are key to ourRecovery Environment…
    36. 36. 6th…MeasureCREER Ambassadors assist the “check-in/out” function and participate in theOutcomes 360 project capturing theOutcome Rating Scale and Session RatingScale reporting that measures “clinicalalliance”. Additionally, they are chargedwith ensuring folks don’t leave withoutgetting their needs met and elevatingunsatisfied issues to site leadership.
    37. 37. Phyllis appointed herself “Goodwill Ambassador/ Junior Staff” even before we had a CREER Enterprise… She was so thankfulattributing a large part of hersuccess to the unique supportof our CREER Community (bothvocational and co-occurringtreatment) and recentlycelebrated over two yearsclean from methamphetamine… This is miraculous given herlifetime debility which includedmany years of homelessnessand personal hardship…
    38. 38. Gilbert in the Chart Room… Gilbert’s clinical team felt he wouldmake the ideal “Case Manager Aide…”and quickly connected him with ourCREER Ambassador Programming The Chart Room and Clinical Teamfought almost daily over who got tobenefit from his hard work anddetermination… Gilbert had little practical priorwork success and his anxiety issuesseemed almost irrelevant to thepowerful contribution he makes tooverall operations… With six months Ambassadorexperience under his belt, he wasjust promoted to Office Assistant,full time with full benefits11/16/08…
    39. 39. Marcela on the job… Marcela is one of several friendly voices answering our phones on a daily basis… She’s proven to be a reliable and valuable clinic resource who “saved the day” when three regular OA staff were termed for cause this past summer… Without Marcela’s talent and determination we would’ve been significantly impaired in our administrative responsiveness…
    40. 40. Trina just promoted to Office Assistant from CREER Ambassador… While her clinical team was arguablyone of the more cynical initiallyaround this whole “Peer Integration”concept, they dug deep into theirroles to find Trina and created aunique “Case Manager Aide”assignment for her to grow herAmbassador job skills in… When an Office Assistant positionopened up last week, she was thelogical choice having alreadydemonstrated a determination anddrive to share her joyous presence…
    41. 41. Chris had been a near daily visitor to West Camelback yethardly said a word to anyone…One day his doctor suggestedhe’d be a great Ambassador and now his unique quirks have become powerful strengths…
    42. 42. “People who need people”…
    43. 43. Ashley and Abbie are friends and roommates… Participants in our youngadult ACT Team, they arediligently working towardtheir Recovery andResiliency goals… They’ve recently movedinto our 3-bedroom, femaleACT House where they arereceiving ILS and housingsupport for communityintegration…
    44. 44. 6 th… Measu st … re 1 nnect 5 thCo As … sis The CREER t Enterprisend … e2 com elW th … 3 rd … 4 Inquire Inf orm
    45. 45. Feedback/Comments… Thank you !!

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