Butler County
Warmline Program
Grapevine Center
140 N. Elm Street
Butler, PA 16001
Warmline
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Funded by Butler County MH/MR
Funded by United Way
MHA of Butler County Fiduciary
Warmline
7pm to 10pm Daily
Including Holidays
when nearly all other services are unavailable
724-431-2488 Local
1-866-431-2489 Toll Free
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.
Warmline offers . . .
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Confidential peer support
Sounding board for resolving issues or
making decisions
Non-judgmental empathy
Referral to community resources
Outreach to those requesting it
Inception of the Warmline
1)
2)
3)
4)
5)
6)
7)
Sherry Mead visit/training 2000
Consulted with Washington County Warmline
Started Warmline in Spring of 2002
Hired supervisor who developed training
Hired workers one month later
Funding taken from current drop-in center budget
Next year – Applied to United Way for additional
funds
Changes made
1)
2)
3)
Training classes offered once or twice a year
– 15 hours
Substitutes trained
Senior Warmline workers
Types of Calls - Incoming
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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
Reassurance Calls - Outgoing
1)
2)
3)
Requested by individual
Patients in local or State hospital
Elderly and others
Challenging Calls
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Emergency
Crisis
Repeat
Crank
Referral
Staff
1)
2)
3)
4)
5)
6)
7)
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10)
Bette Peoples – Director
Pete Szura – Supervisor of Warmline
Becky McCarthy – Senior Warmline
Amy Donley – Senior Warmline
Sharon Gatz – Senior Warmline
Regis Fallecker – Warmline Staff
Lois Lingenfelter – Warmline Staff
Nancy Crider – Substitute
Edgar Negley - Substitute
Pam Smith - Substitute
Benefit of Workers
1)
2)
3)
4)
5)
Vacation after one year
Sick hours provided after three months
Double-time pay on major holidays
Flexible hours
Bereavement
Core Skills
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Phone skills
Active listening
Paraphrasing
Silence – a tool
Resource referral
Role playing
Job coaching
Training Warmline Staff - Topics
1)
2)
3)
4)
5)
6)
7)
Active listening
Crisis
Drug & Alcohol
Referral to other services
Handling difficult calls
Cultural competency
Other
Training Materials
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Job description – Refer to handout
Training record
Confidentiality statement
Peer support
Types of care
Required records
Community Assets website
Training – Role Plays
1)
2)
3)
4)
5)
6)
Difficult calls
Referral calls
Emergency
Repeat
People you know
Crank
Reporting
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Nightly
Weekly
Monthly
United Way requirements
Butler County requirements
Supporting the Workers
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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
Guest Speakers
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Crisis Center
Chemical Dependency
Conflict Resolution
Cultural Competency
Other consultants as needed
Operating Schedule
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Every day including holidays
7:00 pm - 10:00 pm
2 people/shift
1 supervisor
Statistics
Warmline Demographics Report
 Fiscal Year 04/05
 Fiscal Year 05/06
Please refer to handout
Warmline Budget
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Staff salaries
Phone expenses
Training
Printing
Marketing
Other
$27,000
$22,000
1,200
1,000
500
1,500
800
Spreading the Word
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Flyers
Magnets
Brochures
Newspaper
Word-of-Mouth
Outreach at hospital
Fairs
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Banners
Placemats
Radio
Visit from Mayor
Visit to City Council
Spoke at County
Commissioners
Meeting
Challenges
1)
2)
3)
4)
5)
6)
Part-time staff
Change of supervisors
Knowing some of the callers
Need for increased computer training
Need for skill in development of logic model
Increasing number of callers from all parts of
Butler County
Butler County offered technical assistance to the
following counties in their development of Warmlines:
1)
2)
3)
4)
Allegheny County
Bradford County - Main Link
Bucks County
Crawford County - Chaps
Thank You
Contacts:
Bette Peoples 724-283-1704
Pete Szura 724-431-2488
Pam Grabe - MHA 724-287-1965
Butler County MH/MR 724-284-5114