Enhancing Communication for Effective Crisis Management in Juneau County
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SCOTT ETHUN
DIRECTOR—EXECUTIVE SPONSOR
JOANN GEIGER, LPC
BEHAVIORAL HEALTH AND CLINIC
MANAGER—CHANGE LEADER
MARIAH SODERLING
DAYTIME CRISIS WORKER
MARY JO ONSAGER, LCSW
COMMUNITY SUPPORT
MANAGER
COLLEEN JAMES, LCSW
AFTERHOURS CRISIS
MAUSTON POLICE DEPARTMENT
JUNEAU COUNTY SHERIFF’S OFFICE
ELROY POLICE DEPARTMENT
WONEWOC-CENTER POLICE DEPARTMENT
NEW LISBON POLICE DEPARTMENT
Increasing Communication and it’s
Positive Impact
Juneau County Department of Human Services and Juneau County Law
Enforcement Agencies
Project Aim
Big Aim
Decrease the number of emergency detentions by doing better
assessments, utilizing least restrictive means and
collaborating/communicating with Law
Enforcement/DHS/CRISIS
Small Aim
Reduce the number of emergency detentions during daytime
crisis hours by 50% from (baseline) 2 per month to (goal) an
average of 1 per month by October 1, 2016
.
Rapid Cycles
RATIONALE:
Original process:
Law Enforcement would call our general
number and be triaged through our phone
tree and get to our intake workers who
would take a message and get it to the
daytime crisis worker.
Hypothesis developed by Change Team:
More direct access to Crisis worker will
provide for better communication.
Walk Through
Phone tree issues discovered
Repetition of relaying of information
ACTIONS:
LAW ENFORCEMENT DIRECT LINE TO
CRISIS WORKER
From May 9 through May 20 we had
Mauston PD call directly to daytime crisis
worker.
ADAPTED
as we struggled to get the direct
phone number to all officers
Some forgot to put number in their phones
Directed LE who called JoAnn to correct
individual
From June 6 to June 30 we added Elroy PD,
Wonewoc-Center PD and New Lisbon PD call
directly to daytime crisis worker.
ADAPTED
Same issues as above
From July 18 to August 5 all Law
Enforcement, including now Juneau County
Sheriff’s Office were to call directly to
daytime crisis worker.
ADOPTED
Results
Impacts
Shared interest in utilizing least restrictive means for
individuals in crisis
Increased communication on all levels with all
jurisdictions and crisis
Improved relationships between JCDHS and LE
If LE and Crisis are on the same page it is easier to
work with the other systems (e.g. Physicians)
Better collaboration between Crisis and LE
Positive financial impact for all partners
Positive consumer impact
Next Steps
CELEBRATE successful project!
Look at Afterhours and how we can change that process
for LE contact.
SUSTAINABILITY PLAN:
Policy and procedure of the process
Future thinking—new hires for all systems involved
How do we communicate to new hires in all departments/contracts
Identification of a sustain leader
Collaborative efforts between Juneau County Department of Human Services and Law Enforcement Agencies aim to reduce emergency detentions by improving assessments, utilizing least restrictive means, and enhancing communication strategies. The implementation of direct lines between law enforcement and crisis workers has shown promising results in reducing detentions during daytime crisis hours, promoting shared interest in better crisis management practices and strengthening relationships between agencies.
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Presentation Transcript
Increasing Communication and its Positive Impact Juneau County Department of Human Services and Juneau County Law Enforcement Agencies SCOTT ETHUN D I R E C T O R E X E C U T I V E S P O N S O R JOANN GEIGER, LPC B E H A V I O R A L H E A L T H A N D C L I N I C M A N A G E R C H A N G E L E A D E R MARIAH SODERLING D A Y T I M E C R I S I S W O R K E R MARY JO ONSAGER, LCSW C O M M U N I T Y S U P P O R T M A N A G E R COLLEEN JAMES, LCSW A F T E R H O U R S C R I S I S M A U S T O N P O L I C E D E P A R T M E N T J U N E A U C O U N T Y S H E R I F F S O F F I C E E L R O Y P O L I C E D E P A R T M E N T W O N E W O C - C E N T E R P O L I C E D E P A R T M E N T N E W L I S B O N P O L I C E D E P A R T M E N T
Project Aim Big Aim Decrease the number of emergency detentions by doing better assessments, utilizing least restrictive means and collaborating/communicating with Law Enforcement/DHS/CRISIS Small Aim Reduce the number of emergency detentions during daytime crisis hours by 50% from (baseline) 2 per month to (goal) an average of 1 per month by October 1, 2016.
Rapid Cycles RATIONALE: ACTIONS: Original process: Law Enforcement would call our general number and be triaged through our phone tree and get to our intake workers who would take a message and get it to the daytime crisis worker. LAW ENFORCEMENT DIRECT LINE TO CRISIS WORKER From May 9 through May 20 we had Mauston PD call directly to daytime crisis worker. ADAPTED as we struggled to get the direct phone number to all officers Some forgot to put number in their phones Directed LE who called JoAnn to correct individual From June 6 to June 30 we added Elroy PD, Wonewoc-Center PD and New Lisbon PD call directly to daytime crisis worker. ADAPTED Same issues as above From July 18 to August 5 all Law Enforcement, including now Juneau County Sheriff s Office were to call directly to daytime crisis worker. ADOPTED Hypothesis developed by Change Team: More direct access to Crisis worker will provide for better communication. Walk Through Phone tree issues discovered Repetition of relaying of information
Results Daytime Chapters 2015 Daytime Diversions 2015 4 4 10 3 9 8 3 2 7 5 6 2 5 1 1 4 2 1 3 1 1 2 0 1 0 0 May June July August Sept May June July August Sept Daytime Chapters 2016 Daytime Diversions 2016 10 10 4 10 7 9 3 6 8 5 7 6 2 5 1 4 3 1 0 0 0 0 2 1 0 0 May June July August Sept May June July August Sept
Impacts Shared interest in utilizing least restrictive means for individuals in crisis Increased communication on all levels with all jurisdictions and crisis Improved relationships between JCDHS and LE If LE and Crisis are on the same page it is easier to work with the other systems (e.g. Physicians) Better collaboration between Crisis and LE Positive financial impact for all partners Positive consumer impact
Next Steps CELEBRATE successful project! Look at Afterhours and how we can change that process for LE contact. SUSTAINABILITY PLAN: Policy and procedure of the process Future thinking new hires for all systems involved How do we communicate to new hires in all departments/contracts Identification of a sustain leader
