Promising Service Delivery Models & Practices in Post-Secondary Counselling

Dianne Norman, Student Case Manager, Office of the Vice Provost, Students, Ryerson University Coordinates services for students who have complex personal stories- Critical incident/behaviour case management Consults with RU Community and external partners regarding challenging student interactions and innovative solutions Collaborates with campus partners on education initiatives Dispute resolution and prevention Role Description Flourishing Campuses | 11/07/2014

Housed in the Office of the Vice Provost Students, as a “stand alone” office, close collaboration with Student Code of Non-academic Conduct. Reports to Director of the Office of the Vice Provost, Students Member of the Assessment and Behavioural Risk Team Organizational Structure Flourishing Campuses | 11/07/2014

Position is referral based – students cannot access service without a referral Support students who have exhausted internal processes or situations which involve multiple departments and issues Consult directly with staff or faculty on complicated cases Organizational Structure Flourishing Campuses | 11/07/2014

Referral sources and key partners Department Heads (Directors, Chairs and Deans), Counselling, Academic Accommodations Services, Security, Academic Integrity Office, Residences, Code of Conduct, International Student Services, Diversity and Equity Organizational Structure Flourishing Campuses | 11/07/2014

Model & Process 1. Engagement: receiving the referral and meeting with the student – possible triage as to “appropriateness” 2. Intake: identifying issues, needs, barriers, services presently accessing, goals 3. Planning: prioritizing and creating a plan with the student depending on complexity this can be phased 4. Implementation: execution of the plan 5. Monitoring: check in’s with the student and stakeholders – return to planning if needed 6. Closure and Disengagement: closing file once objectives have been met Flourishing Campuses | 11/07/2014

NAvigaTe – formal referral process Access on established external community relationships via RU counselling partners Slowly building relationships externally Community Relationships Flourishing Campuses | 11/07/2014

Amanda Youssef, Personal Counsellor, Student Wellness Centre, McMaster University Differentiated from Academic, Career, and Accessibility Counsellors My Role: to respond to the personal and mental health concerns of the student community Personal Counsellors provide individual, couple, and group counselling Role Description Flourishing Campuses | 11/07/2014

Counselling Services, together with campus health services, form the McMaster University Student Wellness Centre (SWC) The SWC and Student Accessibility Services (SAS) are housed under Student Affairs The SWC works with McMaster’s Students In Difficulty Committee Some key internal partners: Medical and Wellness Education staff within SWC, SAS, Student Success Centre, Academic Advising Organizational Structure Flourishing Campuses | 11/07/2014

Model & Process 1.Walk-in times available 4 hours/day: Student arrives at SWC 2.Student fills out Intake Questionnaire, PHQ9, GAD7, and Consent Form while in waiting area 3.Student is seen for a 20 minute Consultation session by the Counsellor on duty 4.Student need is assessed much like triaging in an ER 5.Student is referred to the appropriate resource(s) on campus or within the community Flourishing Campuses | 11/07/2014

Key Hamilton Partners: St Joseph’s and McMaster Children’s Hospitals Good2Talk, COAST crisis lines Eat Right Ontario ADGA, AY, NA, AA – substance abuse Cleghorn The Well Community Relationships Flourishing Campuses | 11/07/2014

No wait lists Better use of SWC Counselling resources – 57% of students are booked for an Intake Counselling session following their Consultation session Greater utilization of community resources (13% referred to the community) Greater number of SWC psychoeducational groups (47 groups offered from Fall to Summer terms) Fewer no shows to intake and crisis appointments Crisis appointments are more available Medical mental health appointments are more appropriately booked Receptionists’ duties reduced Benefits of Model Flourishing Campuses | 11/07/2014

Greater need than we can serve Counsellors cannot offer weekly sessions due to caseloads Community resources still lacking – wait lists, cost, etc. Offering additional groups at the SWC has created challenges in caseload management Additional interns – helpful with caseload, but there is a shortage of office space Challenges of Model Flourishing Campuses | 11/07/2014

Adrienne Luft, Mental Health Student Support Coordinator, Wilfred Laurier University Case Manager, Peer Mental Health Initiatives, Community Partnerships, and Mental Health Education Role Description Flourishing Campuses | 11/07/2014

Where is your position housed? Initially Student Affairs, Student Wellness Centre Who do you report to? Director of the Wellness Centre Do you work with a “Student of Concern” Committee? Students’ advocate in the Behaviour Intervention Team process Internal relationships/key internal partnerships? Organizational Structure Flourishing Campuses | 11/07/2014

Model & Process 1.Collect collateral information/outreach to student to book appointment 2.Assessment of needs/background 3.Work with student to connect to internal and external resources 4.Ongoing follow up until connections made 5.Check in re: are supports working/are additional resources needed 6.Closure/Bridge to reconnect Flourishing Campuses | 11/07/2014

Benefits & Challenges of Model Benefits Flourishing Campuses | 11/07/2014 Previously, confidentiality a challenge Case Load Growth/Work Load Defining role clearly for university partners Decreased administrative support Challenges Transitional support decreases gaps Single point of contact for mental health referrals from community and hospital Multi-disciplinary team approach in Wellness Centre Removed from medical withdrawal process, primary role to advocate for students. The intersection of different components of my role.

Skills for Safer Living, Service Collaborative, Here 24-7 In the works….formalized partnership with Grand River Hospital Expedited Referral Process between Wellness Centre and Accessible Learning Centre Community Relationships Flourishing Campuses | 11/07/2014

Anh Brown, Campus Student Case Manager, Western University coordinates multiple campus and community services in support of any Western student experiencing challenges, promoting continuity of care and service. Key Functions: Work one-on-one with students to identify goals; Develop an action plan toward achieving goals while addressing the challenges that might be standing in their way; Assess the types of supports and resources a student my need; Support students in navigating campus and community resources; Consult and coordinate with faculties, students services, and off- campus service providers; Follow-up on an on-going basis to help students stay on track in achieving their goals. Role Description Flourishing Campuses | 11/07/2014

Direct report to AVP Housing & Ancillary Services and an Advisory Panel comprised of the AVP Housing & Ancillary Services, Director of Student Development Centre, Director of Student Health Services, Director of Residences, and Residence Counsellor. No formal Student of Concern committee Internal partnerships include the Student Development Centre, Student Health Services, Housing/Residence, Campus Police, Faculties/Academic Counsellors, Student Success Centre, Equity & Human Rights, and Ombudsperson Organizational Structure Flourishing Campuses | 11/07/2014

Model & Process 1.Receive referral information from campus/community partner 2.Intake & Assessment – collect information directly from the student regarding the problem 3.Triage – identify what supports would be most appropriate for the student and make appropriate referrals 4.Follow-up with student to confirm that they have made a connection to referred service 5.Follow-up with service provider in situations where student was unable to make a connection to referred service Flourishing Campuses | 11/07/2014

Benefits & Challenges of Model Benefits: Purpose is not to replace traditional counselling models, but rather to provide a adjunct service Increased coordination of service in situations where there are numerous or complex challenges Early outreach to students experiencing distress Support for students in navigating health and social service systems Challenges: Clarifying the role of case management vs. counselling Confidentiality and privacy regulations Flourishing Campuses | 11/07/2014

Key External Partners include London Health Sciences Centre, CMHA Middlesex, and Addiction Services of Thames Valley Participate in relevant community partnership groups, including the London Service Collaborative, London-Middlesex Suicide Prevention Council, and the London Transition Age Project Advisory Committee Referral processes include meeting with students while they are in the hospital, attending discharge planning meetings with health care team, scheduling transition meetings with student, external service provider, and Case Manager, and having the student contact Case Manager directly Community Relationships Flourishing Campuses | 11/07/2014

Questions?