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Community Corner

MHANJ's Peer Recovery WarmLine Marks 5th Anniversary

"Speaking to the Peer Recovery WarmLine staff has most definitely kept me out of the hospital more than once."

"They are a very, very big help. It's what's keeping me going."

Who can argue with reviews like these from callers to the Mental Health Association in New Jersey's (MHANJ's) Peer Recovery WarmLine (PRW)? The MHANJ is honored to celebrate the fifth anniversary of this toll-free phone line which has come a long way in helping New Jerseyans across the state. The service is dedicated to helping those who struggle with their mental health to accomplish a variety of goals, such as maintaining emotional wellness, getting back to work and avoiding hospital visits.

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"The Peer Recovery WarmLine represents a growing national movement of peers applying their lived experience to help transform the traditional mental health system. Our PRW staff helps callers develop social connections and coping skills, avoid restrictive environments, and ultimately, experience successful community living," stated Carolyn Beauchamp, President and CEO of the Mental Health Association in New Jersey. "We are bursting with pride for the Line's accomplishments, which are focused on providing the type of emotional support that is needed in the moment. A true indicator of the PRW's success is the tremendous growth we have seen since it began."

"MHANJ's Peer Recovery WarmLine, which became operational on November 3, 2008, has seen approximately 400% growth in the number of calls, answering 215 calls in January of 2009 and now answering over 1000 calls per month," explained Stephanie Mulfinger, Senior Coordinator of Call Center Services for MHANJ. "Our staffing levels have also grown to try to keep up with the demand. Starting in 2008 with one full-time coordinator, we now have one full-time coordinator, one full-time assistant coordinator, one full-time peer specialist, 13 part-time peer specialists and three volunteers."

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Results from an 2013 informal survey are another indicator of the PRW's success. Nearly 40% of callers contacted mentioned using the line when they felt at risk of hospitalization and 70% of those callers reported that PRW services helped them avoid the Emergency Room. 84% of those contacted indicated that they would recommend the PRW to a friend in need of support.

Here's how the Peer WarmLine works.

The PRW (1-877-292-5588, TTY: 877-294-4356) is open 365 days a year, including holidays, 80 hours per week. The hours of operation are 8 a.m. to 10 p.m. on weekdays, 5 p.m. to 10 p.m. on weekends and 3 p.m. to 10 p.m. on holidays. It is staffed 100% by trained "peers," people who, themselves, are in recovery for their mental health. At the core of the service are two research-based models: Intentional Peer Support (IPS), which focuses on connecting peers with each other so that both parties learn and grow, and Wellness and Recovery Action Plan (WRAP) which provides a framework for goal-setting and improving quality of life.

"Many of our callers express that they are overwhelmed with the challenges their lives present. The PRW helps to create a connection so that both peers feel safe, understood and supported. This enables them to explore their perceptions of themselves and the world and grow in the process," according to the Claudia Morrison, the PRW Coordinator.

While IPS and WRAP are proven models for growth and change, the call process is not a simple one for staff or callers. Through hours of initial and ongoing training, staff develops keen listening skills and clear boundaries supporting healthy communication, helping callers do the same. Both staff and callers need a willingness to continually face and overcome challenges to move towards wellness. The reward is watching self-esteem rise and people take risks they could not take before.

The PRW is integrated into MHANJ's Call Center and the NJMentalHealthCares (NJMHC) Helpline, a service that is staffed by mental health professionals trained to conduct assessments, advocacy, supportive counseling and provide mental health information and referral. The PRW has access to the NJMHC database of resources, and can also seamlessly transfer a call to a NJMHC staff person for clinical services as needed. The PRW actively works with clients to self-advocate with mental health professionals in the community. Staff also coordinates with other MHANJ services to help facilitate access to services including clinical, housing, vocational and self-advocacy.

The PRW was honored to receive the two prestigious awards from Mental Health America, the Innovation in Programming in 2012 and the Program Leadership Award in 2013.

MHANJ's PRW is funded by the New Jersey Division of Mental Health and Addiction Services. For more information, email info@mhanj.org.

About the Mental Health Association in New Jersey

The Mental Health Association in New Jersey strives for good mental health for children and adults through advocacy, education, training, and services. Its statewide headquarters is located in Verona, New Jersey, additional offices are located in Galloway, Jersey City, Toms River and Union.  For more information about the Mental Health Association in New Jersey, visit www.mhanj.org or call 973-571-4100.

 

 

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