National Healthcare Quality Week, observed on October 15 to 21, celebrates the many healthcare quality professionals who tirelessly work toward ensuring that quality service is delivered. This week is also a time to spread awareness of the importance of quality healthcare services and create policies that facilitate the safety of both patients and healthcare professionals.

In honor of National Healthcare Quality Week, we’re spotlighting Magellan Health’s Allie Kelley, quality specialist. Some of Kelley’s responsibilities to ensure quality healthcare include managing certain member notifications, generating internal reports for customer requirements, and assisting with EAP record requests within our Employee Assistance Program (EAP) provider network. Continue reading to learn more about Kelley’s work in healthcare quality:

What sort of projects are you currently working on?

I am brand new to the responsibility of running a Quality Improvement Activity (QIA) so I’m learning responsibilities such as barrier analysis, which examines limitations or obstacles to the efficiency of a process or desired outcome, investigating root causes, developing, and discussing interventions, and ongoing monitoring are my biggest tasks right now.  I am very excited about how this process can improve the level of service we provide to our members. It is awesome to have different department leaders come together to talk about barriers and interventions to improve identified metrics and then be able to measure the success of these interventions.

Why is Magellan Health the best place to do this project?

Magellan’s values include integrity, accountability, knowledge, collaboration, caring, creativity, and results. Every one of those values is critical to the success of any QIA. Leadership also shows great support of the overall QI department, and ultimately Magellan as a whole.

What are your thoughts on the culture here at Magellan?

I have been a part of Magellan Health for 25 years and have had the opportunity to work in many different roles. I have seen this company grow in the healthcare industry, and I have never once doubted how much Magellan cares for and believes in their employees.

Beyond that, the member lives we cover, especially the most vulnerable populations, have always been the most important thing to me in every position I’ve held here. Magellan’s philosophy and mission have always aligned with this. Positively influencing the health and wellbeing of our members has always been a top priority throughout this organization.

How did you get involved with the Healthcare Quality field?

My heart and my passion have always been with our members and working to make sure they are receiving the best care possible. I am a social worker at heart, so when I read the job description for my current role, it was very clear to me that the role in a strong Quality Department is not at all separate from what my mission in the clinical department had always been! I became excited about the possibility of stepping out of my comfort zone while keeping in mind what I came here to do, which is to help people.

What are some of the most challenging and rewarding aspects of working in Healthcare Quality?

Some of the more challenging aspects have been learning the more technical side of things, while the most rewarding part of being in this department has been being a part of a team so committed to integrity, accountability, and data driven results. This is demonstrated in the preparation of the annual Trilogy documents, where everyone on the team comes together to work toward a common objective. Trilogy is our annual evaluation of the QI Program that evaluates outcomes, reviews effectiveness, assesses goal achievements, evaluates the deployment of resources, documents, and trends input from advisory groups. Seeing that final document come together was amazing. I was so proud to have contributed to that and we are getting ready to do it all over!

What does Healthcare Quality Week mean to you? Is there anything else you’d like to highlight about Healthcare Quality?

Healthcare Quality Week to me is a time to raise awareness of the positive impact healthcare quality professionals have in our organizations and communities. At Magellan Health, healthcare quality is organized around the positive influence of the health and wellbeing of individuals by identifying gaps in care and service, improving clinical outcomes, assuring patient safety, and adding value through efficiency. In healthcare quality we’re also focused on enhancing services and the individual’s experience of care. We also work to assure that all core business processes are innovative and meet or exceed contract, regulatory, and accreditation guidance while leading to system and cost efficiencies.

For more than 80 years, organizations have turned to employee assistance professionals to support their employees and people leaders dealing with issues that threaten personal wellbeing or hinder workplace productivity. Today’s most trusted expert is the Certified Employee Assistance Professional (CEAP), who is multifaceted and has a sharp focus on the Employee Assistance Program (EAP) core technology to guide their work. Here’s how and why Magellan believes obtaining a CEAP certification can benefit your professional development and help organizations receive top-tier EAP services.

What Makes Employee Assistance Professionals Unique

Fostering employee engagement and wellbeing is associated with a positive workplace culture, helps retain and attract talented employees, and contributes to higher productivity. Employer organizations have long relied on the unique blend of expertise possessed by experienced Employee Assistance (EA) professionals to support and advance their programs. Skilled EA professionals are knowledgeable in organizational culture, mental health, workplace policy, program promotion, and crisis management. They possess the ability to interact with and support all levels of the organization.

On any given day, EA professionals intervene with individual employees and family members in managing life’s challenges; furnishing opportunities for people leader development; conducting program promotion activities; and addressing organizational impacts such as preventing and coping with workplace violence, critical incident support, and crisis management. Unlike other helping professionals who often play a client–advocate role, EA professionals recognize and are bound by the principle of their dual-client relationship and maintain neutrality as well as confidentiality. EA professionals’ distinct expertise and adherence to the dual-client philosophy sets them apart from other types of helping professionals.

The Value of CEAP Certification

The Certified Employee Assistance Professional (CEAP) certification is the only EA professional credential that demonstrates mastery of the concepts and skills required by competent EA professionals. CEAP certification is a recognizable commitment to excellence and demonstrates the EA professional’s unique body of knowledge and alignment with the EAP core technology.

Voluntary certification establishes professional credibility by demonstrating the following:

• Observance of quality and industry standards
• Well-trained in your area of expertise
• Commitment to continuous professional development
• Personal drive and motivation to excel in the Employee Assistance profession

The CEAP certification process provides an evaluation of existing knowledge and skills while concurrently providing professional development. The required knowledge modules cover essential EAP components, updated industry information, exposure to international EAP, policy issues along with relevant legal issues, EAP clinical assessments, marketing, training, supervision, and program management for EAPs.

The CEAP is the gold standard in the field of employee assistance. It is the only credential that confirms proficiency in the concepts and skills required by competent EA professionals, and it is why Magellan Federal seeks to hire professionals with this designation and offer free certification for our staff. We believe that the CEAP empowers our professionals to provide exceptional EAP services to the government, our ultimate goal.

How to Become a CEAP

There are multiple pathways to becoming a CEAP, depending on your education and work experience. Many CEAPs are masters-level counselors, but there are other roles in the EA profession that do not require a counseling degree. For example, account executives, program managers, human resource professionals, and union stewards benefit from CEAP certification in their roles.  All candidates seeking initial certification should visit the Employee Assistance Professional Association (EAPA) website for more information.

This year’s theme for National Case Management Week is keeping the person at the heart of collaborative care. Celebrated the week of October 8-14, we’re recognizing the crucial role of case managers on healthcare teams. These individuals have the important responsibility navigating the complex healthcare system to facilitate care coordination and connecting members to the resources they need.

We’re spotlighting Valerie Lees, senior care manager for Magellan Behavioral Health of Pennsylvania. Lees is responsible for reviewing and approving mental health and substance use disorder services for members across five Pennsylvania counties and assisting providers with patient discharge, planning, and care coordination to provide the member with direct assistance.

Continue reading to learn more about what Lees does as a case manager and what National Case Management Week means to her:

What exciting projects are you currently working on as a case manager?

I’m excited to be part of a few very active and ongoing projects. One of them focuses on increasing care coordination, especially for those members in any kind of 24-hour level of care. Care coordination involves meeting with our 24-hour level of care treatment providers and in these meetings, we brainstorm, discuss, and collaborate on ways to assist the member to increase their community tenure. We look at many different factors, from the members’ clinical needs to their social needs.

I’m also working with a co-worker on presenting a trauma training that will be presented to all Magellan staff. This is an area of interest of mine and it’s great to be part of educating and learning about topics like trauma informed care and best practices for members who have experienced trauma.

Lastly, myself and other members of the 24-hour level of care team at Magellan will take part in a volunteer project at a local shelter in Lehigh Valley where we will be preparing and serving lunch for the shelter’s residents. It’s a wonderful opportunity to connect with the community.

Why is Magellan Behavioral Health of Pennsylvania the best place to do these projects?

Magellan has a large skilled and diverse staff, working with so many talented people does create the best environment to work on projects. Many of our members have complex needs that go beyond the clinical realm and it’s nice to have so many talented people come together to find new ways to help improve the quality of care our members receive and ultimately the quality of their lives.

What are your thoughts on the culture here at Magellan Behavioral Health of Pennsylvania? How has that culture had an impact on your projects?

I think the culture is truly one of connection and collaboration. I have always had the sense that everybody that works here, no matter what they do in what department, has a shared goal to improve the care and quality of our members lives. The Magellan managers are always encouraging my colleagues and I to think outside the box. I feel very supported in that way. It’s really a culture where projects can thrive because of this out-of-the-box thinking where people’s voices are heard.

October 8-14 is National Case Management Week. How did you first get involved with case management and what are some of the challenges and rewards of working in this field?

I started in case management when I worked in inpatient psychiatric hospitals. I met with case managers there who were discharge planning for patients and started meeting with case managers from different insurance companies as well. I started collaborating with them quite a bit, that’s when I really got a taste of case management. Ultimately, the goal is always to collaborate and figure out different ways to help people. I think that case management goes beyond just supporting people with their mental health or substance use disorder challenges, it’s all encompassing. A case manager looks at the whole person. So not only are we looking at what we can do treatment wise for any mental health challenges or substance use disorder challenges that a member may have, but we’re also looking at their social determinants of health issues as well.

What does it mean to be a case manager? Is there anything you’d like to highlight about this field for National Case Management Week?

To me it means that I get to collaborate and help people, which is what I’ve always wanted to be able to do. Being able to collaborate with people in other departments at Magellan allows me to learn new ways to assist our members. I also really enjoy collaborating with other case managers, social workers, nurses, etc. outside of Magellan. The entire process is very rewarding and fulfilling for me.

The theme for National Case Management Week this year has to do with keeping the client in the center of what we do and that’s something that I completely agree with. I see that happening every day here at Magellan and it’s an honor to be a part of it.

The first full week in October, organizations are taking the time to recognize and celebrate their employees in customer service. Customer Service Week is an international celebration that highlights the importance of customer service and those individuals who serve and support customers daily. We’re spotlighting four Magellan Health employees who share why they chose to work in customer service, and some of their most rewarding and challenging aspects of working in this field:

• America Phinsee, care worker
• Kimberly White, outreach and engagement specialist
• Edward Daduya, supervisor, customer care
• Chelsey Aguilar, customer experience associate

Continue reading to learn more from America, Kimberly, Edward, and Chelsey on their experiences working in customer service:

Why did you want to pursue customer service and what is the most rewarding aspect of working in this field?

America: I pursued a career in customer service because I have a genuine desire to help others in a way that directly impacts their personal or professional life in a positive way. The most rewarding aspect of working in this field is going above and beyond for our members and being able to hear the joy in their voice when you deliver good news to them.

Kimberly: Customer service chose me. I have always been in a role of wanting to help people find resolutions, that is the most rewarding outcome. Being that person who gets someone the help they need and hearing the satisfaction on the other end is very rewarding.

Edward: I decided to embark on a career in customer service because of my passion for assisting individuals and resolving their concerns. The most gratifying aspect of this profession is being given the chance to make a positive change in our customers’ lives. It’s truly fulfilling to recognize that I have the capacity to aid customers in addressing their challenges and leave them with a favorable perception of our company.

Chelsey: I personally pursued customer service because I genuinely enjoy problem solving and providing service that can initially resolve issues or concerns for people seeking answers. It is crucial to understand the importance of customer service because delivery of customer service can have a major impact in someone’s life.

What are some challenges you face in this profession and how do you overcome them?

America: My biggest challenge in customer service is not knowing the answer to a question, sometimes agents are caught off guard and simply can’t answer a complex question. However, the best way to overcome this challenge is to put yourself in the member’s shoes. Ask yourself what information you would need if you were the member; then you will be able to anticipate the questions, you will find the answers, and be ready when the questions arise.

Kimberly: As much as I would like to say that every call is a success, it’s not. Sometimes it’s hard to connect with people. Some people just want to vent and are not going to be happy with me, my company, their health plan, or even themselves. In those situations, it’s my responsibility to not take it personally, to listen more than I speak, be empathetic, ask questions, and try to do everything I can to get some sort of resolution on the call. At the very minimum set up a tone so when we do talk to them again, it might be a better experience for them.

Edward: The realm of customer service often presents challenges stemming from diverse factors, including managing clients, addressing intricate problems, and striving to meet elevated service standards. To surmount these obstacles, I place an emphasis on active listening, empathy, and proficient communication. Furthermore, I maintain an ongoing commitment to training and supporting my team, ensuring they possess the requisite skills to adeptly navigate these complexities.

Chelsey: The biggest challenge that I face in this profession would be incoming calls that relate to customer grievances. It’s important to listen to the caller, learn from the mistakes, and if possible, resolve the caller’s concerns. Callers need to be reassured that they are valued, and their time is important. We can build trusting relationships with our callers by initiating a safe space for callers to voice their concern and then proactively taking the steps to get a resolution for the caller.

Is there anything you’d like to highlight about working in customer service?

America: I believe that what we do is very important. We assist our members, and their loved ones to find adequate mental health. Some calls with members are better than others, but we must always show empathy and compassion. It helps to remember that our members are looking to us for assistance and when we deliver the help, our members can get their life back on track.

Kimberly: It’s not always the easiest but there is always satisfaction in helping others. I always try to remember the phrase about how important listening is, “How can we help people if we do not listen to the problem first?”

Edward: Customer service extends beyond addressing customer issues; it involves cultivating enduring relationships. It offers a platform to embody our company’s principles and showcase our unwavering dedication to customer contentment. This dynamic domain presents a diverse array of experiences, where each day brings new challenges and continuous opportunities for learning.

Chelsey: Essentially working in this field can help you become a more mindful person because customer service can help shape individuals to be more aware of their approach and delivery to others’ concerns.

What does Customer Service Week mean to you?

America: Customer Service Week means this is the time in which we recognize, appreciate, and celebrate those on the front line, for without them, there would be no human connection over the phone.

Kimberly: It means a time for me to be happy and reflect on the impact I make within my organization and be recognized for it.

Edward: Customer Service Week holds a special significance for me as it serves as a dedicated occasion to honor and commemorate the steadfast commitment and diligent efforts of our customer care team. It acts as a powerful reminder, emphasizing the importance of the customer experience in our organization and aligning seamlessly with our foundational company values. This week is a time of reflection, celebration, and renewed commitment. It serves as a testament to our dedication to customer satisfaction, embodying our company’s values at every step of the way.

Chelsey: Customer Service Week is a time to appreciate all of those who provide services to others. Whether it’s a phone call to your insurance rep, the grocery store clerk, or the person behind the check-in desk, take the time to thank those who help you!

Learn how to prepare your family and community

Every September, the United States observes National Preparedness Month as a reminder of the significance of proactive planning and community engagement in the face of adversity. This initiative calls for individuals, families, and communities to assess their readiness and take steps to prepare for emergencies in their homes, businesses, schools, and communities. National Preparedness Month encompasses prevention, protection, response, and recovery efforts to prepare the United States for all threats – whether they are natural or man-made disasters.

The concept of preparedness extends far beyond stockpiling canned goods. It involves a holistic approach encompassing mental, physical, and logistical readiness. At the individual level, being prepared means having a well-thought-out plan that addresses each person’s and family’s unique needs. This includes knowing how to contact loved ones during a crisis, understanding the emergency procedures of workplaces and schools, and having essential supplies readily available.

National Preparedness Month was established in the aftermath of the tragic events of September 11, 2001. In response to the9/11 attacks, the Federal Emergency Management Agency (FEMA) and the Department of Homeland Security (DHS) collaborated to establish a nationwide campaign aimed at raising awareness about emergency preparedness. FEMA’s “Ready” campaign was launched in 2003 as a national public service campaign to educate and empower Americans to prepare and respond to emergencies.

Tips to Prepare for an Emergency

Ready.gov (for Spanish, see Listo) asks individuals to do four things:

1. Stay informed about the different type of emergencies that could occur and their appropriate responses.
2. Make a family emergency plan.
3. Build an emergency supply kit.
4. Get involved in your community by taking action to prepare for emergencies.

Each year, National Preparedness Month focuses on a specific theme that highlights an aspect of preparedness and resilience. These themes are selected to address evolving challenges and empower individuals and communities with the tools and knowledge needed to navigate emergencies effectively. This year’s theme is Preparing Older Adults for Disaster.

Available Stress Counseling Services

Magellan Federal has proudly been providing stress counseling services to FEMA since 2001. Stress counseling is on-demand disaster-driven behavioral health stress counseling services to support FEMA employees while providing critical disaster response. Services include one-on-one counseling, employee management consultation, Psychological First Aid, assessment and referral, crisis intervention, program briefings, wellness talks, psychoeducational grief groups, and walkabouts. Since 2021, Magellan Federal has provided stress counseling services to over 40 disasters and 16,000 individuals.

Through awareness, education, and action, National Preparedness Month empowers communities to come together to share resources, knowledge, and support. Together, we can build a more resilient and secure future for ourselves and our communities. For more information about emergency preparedness and to start building your own emergency plan, visit Ready.gov.

Suicide Prevention Awareness Month, observed annually in September, serves as a crucial reminder of the importance of promoting mental health, offering support, and fostering hope to prevent the tragic loss of lives to suicide. Death by suicide among service members, veterans, and their families is becoming a national crisis. This population is at higher risk for common risk factors, including experiencing a mental health condition and having a physical health problem.

On Thursday, September 7^th, Magellan Federal hosted a webinar, “Suicide Prevention Strategies and Resources for Military Families” focused on the prevalence of suicide in the military and the resources and strategies that can be used to reduce military suicides.

In this Q&A, webinar panelist Jason Kuttner, Magellan Federal’s supervisor for the Adolescent Support and Counseling Service, shares insight into his work with suicide prevention.

Q: What is your role with ASACS and how were you able to develop the Suicide Risk Assessment protocols?

Jason Kuttner: I have been the ASACS Program clinical supervisor for Hawaii since 2018. I’ve been with the program since 2012, first as a counselor in Japan and Germany, then as a clinical supervisor for Asia from 2015-2018. Prior to working with ASACS, I worked in crisis mental health services in Oregon where I had a variety of roles including conducting involuntary commitment investigations, providing emergent crisis counseling services, and helping train law enforcement professionals as part of the CIT (crisis intervention training) program. In these roles, I have worked with countless individuals in mental health crises. I’ve had extensive training in best practices for working with suicidal individuals and I’ve been able to learn from first-hand experience what works to de-escalate crises including implementing wrap-around support to keep people safe in the short and long term.

Q: When discussing suicide prevention how are the needs of a service member or a veteran differ from a civilian?

Kuttner: Suicide rates among veterans are significantly higher than in the civilian population. Veterans are 1.5 times more likely to die by suicide than non-veterans.[1] Reasons for this include high exposure to trauma, stress and burnout, isolation and loneliness, easy access to and familiarity with firearms, and difficulties integrating into civilian life. Active-duty service member suicide rates have been climbing in recent years and are now on par with the general population. One of the most significant challenges with service members is reducing the culture of stigma to access mental health services. There is a perception that accessing mental healthcare may jeopardize a service member’s career opportunities. All the branches of service are working to try to reduce this stigma and to make it easier for service members to seek help when they need it.

Q: In your webinar presentation you mention the need for more community-based prevention. What does community-based prevention look like and why is it needed?

Kuttner: Community-based prevention means simply helping and encouraging people to find ways to connect with others. The most effective of these are not framed as ‘suicide prevention’ per se but are ways for people to find others with common interests to engage with. This can include hiking, recreational sports leagues, motorcycling groups, service work and volunteering, music and arts, spiritual and religious organizations, and basically any kind of hobbies and interests that people can do with others. In person, social connection is an important antidote to mental distress which is often exacerbated by isolation. Increasingly people are connecting online through social media, multiplayer gaming, and other ways. While this seems like a good idea and can be a way to connect with like-minded people, research has been showing a correlation between increasing use of social media with higher rates of depression, anxiety, and loneliness.

Q: Where can a service member, a veteran, or their family go if they feel depressed or are having thoughts of committing suicide?

Kuttner: There is good help there! The 988 mental health crisis and suicide lifeline was rolled out a little over one year ago. The lifeline connects people to local mental health support services including veteran-specific services. You can call or text and help is prompt, confidential, and professional. It is so important to know that there is no shame in having depressed and even suicidal thoughts; these are very common, and most people will have times in their lives when they experience dark thoughts including morbid ruminations. We need to reinforce the message that none of us are alone. Talking to somebody about these thoughts actually helps. The more people who are trained as peer supports to be able to know how to listen and talk to a person who is depressed and possibly suicidal the better. Many communities have access to free suicide prevention training such as ASIST and SafeTalk which are intended to train regular, non-mental health professionals to know how to be there for family members, friends, colleagues, and others who may be experiencing mental distress.

For service members who are worried about the stigma of accessing mental health support, chaplains are professionally trained to provide help and can help service members navigate their thoughts and feelings and help them determine what the next steps are to keep them safe. Also, the MFLC program- military family life counselors- are licensed mental health counselors contracted to provide non-medical counseling to service members and their families. MFLCs provide experienced guidance to help people resolve issues and access additional support if necessary.

Q: What are some barriers that might prevent a service member or a veteran from seeking help?

Kuttner: The most significant barrier is stigma- being worried that asking for help is a sign of weakness or might jeopardize their career or status in some way. It is so important to recognize that life is so much more than this present moment. Most suicidal crises are centered on the view that the circumstances that have led to this moment are not resolvable without an immediate and permanent way out. Sadly, the consequences of suicide have a ripple effect that can profoundly affect hundreds or more people in a person’s life. The crisis that a person is experiencing in the present moment can be overcome and the first step in doing so is letting it out, talking to somebody, and letting another person in to help bring some light into the darkness.

Who should watch this webinar and what would they gain?

Kuttner: Anyone who is interested in learning more should attend. Suicide has impacted or will impact most people at some point in their lives. All of us have times of difficulty and have people in our lives who suffer mental distress. The more we can do to get the word out that help is available and there are things that all of us can do to help ourselves and others in our lives, the better.

If you missed this important webinar, click here to watch the replay: https://www.magellanfederal.com/whats-new/mfed-inform/suicide-prevention-strategies-and-resources-for-military-families/

[1] National Veteran Suicide Prevention Annual Report,  September 2022

Talking about suicide is very important if you are worried about someone who may be struggling, or you feel suicidal. Discussing suicide does not make it more likely to happen. Showing you care helps reduce the risk of suicide.

If you are worried about someone who may be feeling suicidal or you are having suicidal thoughts, consider these tips.

You can also register for our upcoming webinar, “Say more, save a life” on September 29, 2023.

How you can help someone who may be feeling suicidal

Having an open, supportive conversation can be a lifeline for a person who’s thinking about ending their life.

Don’t be afraid to be direct.

You might say, “I’m concerned about you, have you had thoughts about harming yourself?” The person may be relieved to talk about it. Try to stay calm and not seem too shocked. Do not be judgmental. Accept that their feelings are real and let them know you care.

Be a good listener.

Pay attention and take them seriously. Make eye contact and don’t interrupt. Be alert for any reasons they give for wanting to live. When they’re finished, ask questions to ensure you understand what they said. Repeat what you heard, including anything they mentioned about what makes their life worth living.

Encourage and help them to seek support.

Tell them they deserve support and the most important thing they can do is speak to someone. You can say, “I know there are hotlines with trained counselors you can talk to confidentially. Would you like me to stay with you while you contact one?” Ask them if they have a plan. It may be scary to talk about, but a detailed plan contributes to a higher risk. Even if they don’t have a plan, take all talk of suicide seriously.

Follow these tips to help someone get support

• Offer to text or call 988, the Suicide and Crisis Lifeline, together.
• Call or text 988 yourself if the person is unwilling to.
• Call 911 if there is an immediate risk of harm and tell the operator you need support for a mental health crisis.
• Stay with them until they are connected to help.

If you are having suicidal thoughts

You are not alone. People from all walks of life have had suicidal thoughts at some point in their lives. While the pain may seem overwhelming and permanent, remember that crises are usually temporary. Give yourself the time necessary to allow things to change and the pain to subside.

Five steps to follow if you are feeling suicidal

1. Promise not to do anything right now. Thoughts and actions are two different things—your suicidal thoughts do not have to become a reality. Give yourself some distance between thoughts and actions.
2. Avoid drugs and alcohol. Suicidal thoughts can become more intense if you have taken drugs or alcohol.
3. Make your home safe. Remove things you could use to hurt yourself, such as pills, knives, razors, or firearms. If you can’t do that, go to a place where you feel safe.
4. Do not let fear, shame or embarrassment prevent you from seeking help. The first step in coping with suicidal thoughts and feelings is sharing them with someone you trust, (i.e., a family member, friend, therapist, clergy member or an experienced helpline counselor).
5. Have hope. People DO get through this. Even people who feel as badly as you do survive these feelings. No matter what you are experiencing, give yourself time to move through it, and don’t try to go it alone.

Additional emotional support resources

For more on suicide prevention, visit our website for September Suicide Prevention Awareness Month, MagellanHealthcare.com/Prevent-Suicide, and be sure to check out the suicide prevention tip sheets and awareness campaign toolkit.

You can also register for our upcoming webinar, “Say more, save a life” on September 29, 2023.

After experiencing for herself the benefits of Magellan Health’s youth leaders inspiring future empowerment program, also known as MY LIFE®, Emily Ferris, national director of youth empowerment, has been an integral part of the team working to reimagine the program. Ferris’ main responsibility in her role includes supporting recovery and resiliency initiatives. Also, as a certified peer support specialist, Ferris uses her lived experience of mental health recovery to help increase opportunities for young people to develop their resiliency. In the recovery and resiliency department, Ferris is focused on providing community-based engagement opportunities for young adults from a peer support perspective. Continue reading to learn more about Ferris’ work with recovery and resiliency:

What new and innovative projects are you currently working on at Magellan?

I’m really excited about the MY LIFE® initiative which Magellan launched in 2008. We’re currently working on relaunching MY LIFE® in our public sector businesses. We’re doing some exciting work around figuring out what the next iteration of the program will look like and how to keep providing the great educational and community integration opportunities that we’ve always had. We’re looking at the program holistically so we can continue to evolve to meet the needs of those individuals that we serve while moving the program into the future.

Why is Magellan the best place to do this project?

Magellan is really the only place to do this type of project in terms of being a leader. For years, Magellan has supported youth development and collaborated with youth serving systems. Since MY LIFE® began in 2008, Magellan has really focused on this population and the underlying principle that the program should be youth guided. Magellan has been actively investing in youth and young adults, we’re really leaders in that. Young people are at a crucial stage in the development of their future social, civic, economic, and vocational success. We recognize that it’s important for young adults to get excellent clinical services, but they also need opportunities to develop community and leadership skills. A lot of what we do is just giving young adults space to take on leadership and trusting in their abilities and strengths.

As a young person in my early twenties, I was introduced to MY LIFE® and through the program, I got the opportunity to tell my own recovery story, learn leadership skills, and learn how to advocate for myself and others. I can’t imagine any other organization being able to replicate the kind of success and work that Magellan has had with MY LIFE®. We have a whole team across many different lines of business who are really committed to offering youth opportunities to grow.

Could you expand more on your personal experience with MY LIFE® and how that’s helping you to provide input as the program is reimagined?

I’m an individual in recovery from an eating disorder and other various mental health conditions. I was really struggling with my mental health in my adolescence and early twenties and was connected to clinical services, but not successfully. I didn’t have a lot of hope, and it wasn’t that I didn’t believe in recovery, I just didn’t believe in it for myself. I was then connected with a community organization in Bucks County, Pennsylvania, and that organization introduced me to peer support. Peer supporters are people who have lived experience of mental health or substance use recovery and they receive training and become certified to offer non-clinical support to other people on their recovery journey. I started to do some advocacy work through that organization which connected me to the MY LIFE® program. At the time, MY LIFE® offered monthly meetings that would offer motivational speakers and other educational opportunities. I got connected to some training programs through MY LIFE® and was eventually certified as a peer specialist.

I really credit the combination of those two programs with providing me with the skills I needed to develop a career. There isn’t anything more personally meaningful for me than having the opportunity to provide that same education and learning to other young people.

I worked for that community-run organization for a while before being hired with the Pennsylvania Health Choices Business, where I facilitated the Bucks County MY LIFE® program for almost five years. That was an opportunity to work directly with youth and to have them provide us with guidance as a serving system, to provide opportunities to them to learn and develop their own programming. They helped us launch a lot of great clinical programs in Bucks County and other educational events for the community.

I’m deeply committed to the program because I have not only benefited from it myself, but I’ve seen the benefits that it offers for other young people. I also never want to downplay MY LIFE’s® collaborations with community-based organizations that provide youth with the connections, knowledge, resources, and appropriate engagement that they need.

What are your thoughts on the culture at Magellan, and how has that culture impacted these projects?

In my experience at Magellan, there is a lot of willingness to collaborate with others doing great work in the communities that we serve. I think that just makes us stronger as an organization. There’s also a culture of growth at Magellan that has benefited me. The opportunities to be really engaged not only in what we’re doing well, but to also be incredibly supportive around making sure that we are continuously evolving to meet the needs of the people that we serve.

In what direction do you see healthcare going in the future?

I think peer support is increasingly being recognized as an essential offering for people, particularly youth and young adults. There’s still a lot of stigmas around mental health and substance use and work to be done about that, but we’re seeing the evidence that peer support is invaluable to people’s recovery. I can speak personally to the power of peer support. I think finding opportunities for people with lived experience to offer leadership is important. We’re starting to see more of that across the board in the healthcare setting.