Serving People Managing
Behavioral Health Issues:
Philosophy of Service at UBHC
Marie Verna
Program Support Coordinator
Behavioral Research and Training Institute
732-235-9289
Serving People
Managing Behavioral Health Issues
Mission and Values
Care that is:
 Accessible
 Effective
 Compassionate
Serving People
Managing Behavioral Health Issues
Our customers:
Children and adults managing mental
illnesses and possibly co-occurring
substance use
 Family members and loved ones
 Each other
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Serving People
Managing Behavioral Health Issues
Our staff:
 Leadership
 Full variety of healthcare disciplines
 Support and administration
 Food Service
 Housekeeping
 Public Safety
Serving People
Managing Behavioral Health Issues
Our approach and philosophy:
Person-Centered Care and Language
 Wellness and Quality of Life
 Recovery and Community Re-Integration
 Respect, Dignity and Service
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Serving People
Managing Behavioral Health Issues
Our services:
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Crisis services
Inpatient
Outpatient
School-based
Partial Hospital
Supported Housing
Supported Employment
Case Management
Pharmacy
Transportation
Research, Prevention and Training
Education, Referral, Patient Advocacy and
Supports
Serving People
Managing Behavioral Health Issues
Business Supports:
Information Services
 Quality Improvement
 Accreditation and Standards
 Environment of Care
 Finance, Accounting and Data Management
 Purchasing
 Employee Assistance Program
 Clinical Records
 Human Resources
 Payroll
 Security
 Housekeeping
 Food Service
 Diverse Team of Professional Administrative Support
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Serving People
Managing Behavioral Health Issues
That’s Us. What About You?
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Your motivations for working at UBHC?
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Your perceptions of working at UBHC?
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Your personal attitudes about people
managing behavioral healthcare issues?
Serving People
Managing Behavioral Health Issues
What is the face of mental illness?
Serving People
Managing Behavioral Health Issues
Common Misperceptions:
Dangerous
 Violent
 Difficult
 Demanding
 Weak
 Unmotivated
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Serving People
Managing Behavioral Health Issues
Truths:
Vulnerable to violence
Poverty
Stigma
 Lack of good diagnostic tools
 Lack of effective treatments
 Lack of safe housing
 Lack of community supports
 Lack of employment opportunities
 Cut-offs from friends, spouses and intimate partners,
confidantes
 Interruption of educational and professional
opportunities
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Serving People
Managing Behavioral Health Issues
What Does Treatment Look Like?
Understanding about services and settings
that make up the “continuum” of care
 Sense of the “course of treatment”
 Awareness that treatment is medication
PLUS much, much more
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Serving People
Managing Behavioral Health Issues
Case Study
What should you do? What is your role?
You work in a partial hospital program, and a
person with a history of violent behavior is now
receiving care. This consumer is late for sign-in,
and the procedure is that she should sign in at
the receptionist’s office. The consumer seems
upset that the van driver forgot to pick her up.
Serving People
Managing Behavioral Health Issues
Case Study
What should you do? What is your role?
You work at an office where we provide a waiting
room with comfortable chairs, a television set
and magazines. The television is usually on,
tuned to daytime talk shows. A family member
asks if something could be done to lower the
volume.
Serving People
Managing Behavioral Health Issues
Case Study
What should you do? What is your role?
You work in a setting where some of the people
we serve seem not to have bathed or laundered
their clothes. You notice a strong, offensive
odor.
Serving People
Managing Behavioral Health Issues
Case Study
What should you do? What is your role?
You work anywhere. You’ve been able to log in to
your computer, but it won’t do what you want it
to do. And you’re in a rush.
Serving People
Managing Behavioral Health Issues
What’s Common in All Cases?
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Opportunities for education, support and
to provide a welcoming, hopeful
environment
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Opportunities to demonstrate our values:
accessible, effective, compassionate care
Serving People
Managing Behavioral Health Issues
Customer Servivce:
Both the people we serve and each other
 Communication
 Teamwork
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Serving People
Managing Behavioral Health Issues
How Can You Be
Successful?
Empathize
 Listen
 Learn
 Ask
 Act
 Good luck!
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