Mental health focus evident in IMPACT initiatives

IMPACT 211

One in five contacts people have with IMPACT 211 include a request for mental health information or assistance. From May 2023 to April 2024, IMPACT 211 responded to 37,123 mental health-related calls, a 16.2% increase over the same time period last year. Notable changes include increases in requests for Talklines/Warmlines (20.4%); In-Person Crisis Intervention (38%); Clinical Psychiatric Evaluation (54.5%); and Adult Residential Treatment Facilities (57.1%) Our Community Resource Specialists receive training and follow a prescribed process to ensure that people get the help that's just right for them..

Coordinated Entry for Homeless Services

At least half of people experiencing homelessness self-disclose living with a mental illness. Our Coordinated Entry team helps them access not only housing resources but also behavioral health services. Milwaukee's homeless services system has a specific type of resource for people who are living outside and experiencing symptoms of mental illness that make engaging in traditional systems difficult. Our team works with street outreach workers to identify, assess, and refer people in need to this resource, called Safe Havens.

IMPACT Connect

The IMPACT Connect network includes behavioral health providers who not only accept referrals but also have a seat at the table making decisions that improve the referral process. From May 2023 to April 2024, 55 clients received 71 referrals to 16 mental health providers and achieved a 72% acceptance rate (indicating the clients followed through with the referral.)

IMPACT Planning & Evaluation

Our team provides evaluation services and support for community initiatives and agency-level programs in Southeastern Wisconsin. Almost all projects have some connection to mental health in our community, with examples including:

• Providing data support to an infant and early childhood mental health consultation program.
• Evaluating the mental health and trauma-related outcomes for people who received treatment for substance use disorders.
• Documenting the development of a new program that supports the needs of people caring for a family member with dementia.
• Implementing quality measures for a clinic providing comprehensive behavioral health services for people experiencing serious mental illness.

IMPACT Partnerships & Collaborations

Mental Health Navigation Initiative (Milwaukee County)

Mental Health Crisis and Protective Services (Waukesha County)

Southeastern Wisconsin Veteran Suicide Prevention Task Force – Zablocki VA Medical Center and WI Veteran’s Network

Washington & Ozaukee County Mental Health Coalition

Help promote ways to find care for mental health and substance misuse

IMPACT is a partner in the Mental Health Navigation Initiative working to ensure that mental health services are more accessible. Our navigation toolkit helps raise awareness about mental health and substance misuse services and programs available in Milwaukee County.

These resources were developed through a public-private effort led by the Milwaukee Health Care Partnership, Milwaukee County Behavioral Health Services (BHS), and IMPACT. In July, leadership will transfer to Mental Health America and Milwaukee County BHS – with continued collaboration with HealthyMKE and INPOWER.

Please share the resources and help reduce the stigma surrounding mental health and substance misuse. Together we can create a supportive environment where everyone feels understood and encouraged to seek help.

Supporting the mental health needs of IMPACT staff

Trauma-exposed workplaces are those in which employees are regularly exposed to trauma, directly and/or indirectly, while performing their roles on the frontlines or behind the scenes.

Due to the difficult nature of IMPACT 211 calls, our specialists are exposed to clients’ stories and lived experiences daily and, while working remotely, they are often isolated from colleagues who they could lean on to receive interpersonal support. The Coordinated Entry team works directly in the community with clients who have complicated histories and complex needs. Similar to emergency dispatchers, IMPACT staff must remain calm and professional in tense situations. That stress does not go unrecognized.

Our board and leadership understand how critical it is to implement practices that embody a trauma-informed workplace and provide opportunities for mental health and wellness training. IMPACT has partnered with Trillium Wellness Collective, LLC, a women-owned company focusing on providing holistic mental health and wellness services. The goal is to ease the impact of secondary trauma and increase coping skills through a series of ongoing trainings, personalized for IMPACT.

We are also engaging Rogers Behavioral Health to provide de-escalation training for multiple client-facing teams throughout the organization. We promote the use of PTO and our EAP; and encourage staff to seek Mental Health First Aid certification. It is all in an effort to take care of our valuable employees who, in turn, take care of our community members. 

IMPACT 211 releases annual summary of 2023 - a record-setting year!

On July 11, 2023, IMPACT 211 received our 3 millionth contact since the three-digit hotline's inception in late 2002.

2023 marked IMPACT 211's highest contact volume year in its history, surpassing 2021 when we were in the midst of a pandemic.

View the 2023 Annual Summary here.