Reachout Strategies:

Inclusion not Intrusion

by Sandy Harris

At Barrett House, everyone is responsible for reachout. Outreach (as it is called at Barrett House) is coordinated in the second floor unit. However, each work unit is responsible for contacting their unit members who may have been ill or absent from the clubhouse. The purpose of reachout is to:

let the member know that he/she is being thought of;

extend invitations to work units;

inform members of upcoming events and;

sometimes just to have a friendly chat.

We accomplish outreach by making phone calls, sending cards and making hospital or home visits. Our commitment to outreach is strong, as it has been proven over and over again that it really works. Outreach increases daily attendance and lets members know that they are valued.

In order to facilitate effective reachout, our second floor unit put the following procedures into place:

1. Hospital visits are made to members on a weekly basis through social club.

2. Special in-reach to members in the state hospital will be done on holidays throughout the year.

3. A member (who comes regularly) will be called if not heard from or seen within two days of last visit to the clubhouse.

4. A list of members who need to be called is developed daily at afternoon huddle.

5. Each work unit is responsible for making a minimum of five calls daily.

6. After the call, an outreach sheet is completed and any special circumstances are notes (i.e. need to send a get well card, new job, etc.)

In addition to the guidelines that have been established, home visits are made on an as needed basis. We take lunches to members who may be homebound as a result of the birth of a baby or surgery.

Now that we have the procedures in place, how do we encourage members to participate in the reachout efforts of the clubhouse? First, we talk about the importance of it in the unit, at weekly unit meetings, at daily huddle and at the monthly business meetings. We let members know how many calls/visits were made during the month or quarter. We always acknowledge and welcome back the member who comes in after having been "outreached."

We do have some members who request not to be called. In order to respect their right to privacy and not be intrusive, we do several things, including:

encouraging friends of that member to reachout to them on behalf of the clubhouse;

asking members if there is at least one member or staff from whom they would welcome a call;

sending postcards that are made by our social club members.

In doing reachout, the personal touch is important. The caller must know the personalities of the member being called and what will encourage that member to come in.

Lastly, we involve the entire clubhouse in reachout. The more it is done, the more natural it becomes to reach out. Eventually members and staff will do it without thinking. There are jobs regarding reachout to meet a variety of member needs. Members are needed to:

¨ develop a list of those members to either call or visit at home and/or in the hospital

¨ make the birthday cards that each member receives

¨ record, address, and mail cards

¨ make outreach calls

¨ tally calls at the end of the month for state reporting

¨ update addresses twice a year, and

¨ deliver newsletters.

Reachout is important. It is a critical part of the clubhouse and serves as a reminder to our members that they are missed when not in attendance, that they are important and special enough to receive a phone call, and that the clubhouse cares about them.

Sandra Harris is the director of Barrett House, Danbury, Connecticut.