Here 24/7:
Transforming our System of Care Together
Helen Fishburn
Carmen Abel
Jennifer Bechtel
www.here247.ca
Our Partners
www.here247.ca
Needs of Our Residents
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I don’t know what services are available or where to go
I have to call too many places to try and get what I need
I have to wait a long time for some services
I have to change workers too many times
I have to tell providers the same thing over and over again
My care providers don’t talk to each other or share information
I have a hard time getting supports when I am in crisis
I have a hard time accessing psychiatry
I don’t have access to crisis services because I have an
addiction
www.here247.ca
Our Vision
Through the implementation of one regional access
service across Waterloo Region and Wellington
County, Here 24/7 creates a simple access
process and a seamless service experience for a
person needing crisis, addictions, mental health
services, or all of the above. It is our job to
navigate our system, and offer the best service and
support to the people in Waterloo and Wellington
communities.
www.here247.ca
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It’s Simple: We Are Here 24/7
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Our Process
• 70% of staff on phones, 30% mobile / walk-ins or
appointments
• Carefully listen: screen, risk, prioritize
• Determine appropriate service pathway (including a crisis
response within Here 24/7)
• Complete appropriate paperwork
• Where possible, book an appointment with one of our partners
(i.e. community addictions counselling)
• Rural hospital ER support
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Service Categories: In Scope
• Info, assessment and
referral
• Crisis intervention
• Short term crisis support
beds
• Support Coordination
• Community counselling and
treatment
• Diversion and Court
Support
• Day and Evening Treatment
• Assertive Community
Treatment
• Eating Disorders
• Early Psychosis Intervention
• Residential Treatment
• Peer, Self Help
• Support Within Housing
www.here247.ca
Hub Locations
Fergus, rural North Wellington
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Drop-In hub & mobile service
Guelph, East and South Wellington
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Drop-In hub & mobile service
Waterloo and rural North Waterloo
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Drop-In hub & mobile service
Kitchener and rural West Waterloo
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Drop-In hub & mobile service
Cambridge and rural North Dumfries
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Drop-In hub & mobile service
www.here247.ca
1 Year Snapshot of Here 24/7
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“Tweet Size” Lessons
Learned
on the
Here 24/7 Journey
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Overestimate volumes – there is
always more
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Brand for People, not agencies
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People are complex, simplify your
system (crisis, addictions,
mental health)
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How people feel matters a lot
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VALUE THOSE WHO DO THE WORK
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www.here247.ca
Change is hard for ALL
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Own
it all –
good,
bad,
ugly
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Balance fear with hope
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Look forward not back –
give up the old way
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Small fixes lead to big
changes
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If you are stuck, ask service users and
staff for help
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Whiteboards in all Hubs
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Communicate constantly
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www.here247.ca
Huddles
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Success stories feed hope
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Technology is our friend
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Desktop Faxing
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TOOLS THAT WORK
Scheduler
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Support the hell out of your team
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The Cape of 4 C’s – Care, Compassion,
Crisis and Coordination
And here are the reasons why:
"Carmen always goes above and beyond for her colleagues and our clients. And
(almost) always with a smile "
"She is always willing to help...jump in and get the job done She is a great coworker
and awesome to debrief after a tough call"
"Carmen works with the most complex clients with incredible ease. She is flexible,
adaptable and up for anything. She is a pro!"
www.here247.ca
Where do we go from here?
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Portal
HRM
Expanding Scope
Building Staff Capacity
Continue to add tools to create efficiencies
www.here247.ca
How To Reach Us!
• Questions?!
• Contact Information:
Helen Fishburn: [email protected]
Carmen Abel: [email protected]
Jennifer Bechtel: [email protected]
www.here247.ca
www.here247.ca