Story and Photo by ACACIA RODRIGUEZ

The first challenge for those seeking mental health services is finding a provider who will answer the call. In the age of automation, being able to get in touch directly with support staff for resources is rare.

Eligible DC 37 members calling the Personal Services Unit (PSU) during business hours can expect to speak directly with an actual person, and within three days, be connected to a therapist ready to assist with resources, counseling, or referrals.

With client confidentiality and a care-centered work ethos, PSU’s team of professionals is equipped to help all members who call.

One of the supportive professionals who members may encounter during this process is Rosalind Colon-Jimenez, one of three clerical support staff members who answers calls and handles a range of requests.

“When you’re calling for situations that may be a crisis, you just want to hear a person’s voice,” Colon-Jimenez said. “That connection is an important part of our service.”

Colon-Jimenez joined the PSU team last year after 16 years of working with the Dental Unit and MELS, and stands ready to assist DC 37 members in this new capacity.

“All of my experiences at DC 37 allow me to relate to the members who call,” she said. “Not every member knows the benefits available to them, so it’s important for us to be familiar so we can make recommendations and referrals.”

Members may call after being advised by their union representative, and may not know exactly what services they need.

Providing support for members takes a tight-knit, well-functioning team. Clerical staff evaluates members’ concerns and identifies the most helpful services for each situation.

After the information is recorded, a Social Worker reaches out to members and refers them to relevant services. If members are interested in PSU counseling sessions, they will be assigned a therapist.“We keep track of every contact we make so no members get lost in the fold,” Colon-Jimenez said. “We communicate from the very beginning with the entire team.”

Providing such a thorough experience requires data analytics, strategy, and attentive teamwork. In February 2023, DC 37’s PSU fielded 845 calls. This year, PSU has already tended more than 1,500 calls.

During this time of high demand, PSU has cut the abandoned call rate from 20% to 3%, the industry norm. That’s not all the team has achieved.

When Health & Security Plan Administrator William Bifulco began working with PSU, there was a 21-day lead time to see a Licensed Social Worker for therapy. That lead time has been dramatically reduced.

“We have aggressively worked to address inefficiencies so members can now see a Licensed Social Worker for therapy within three days, all while demand for psychotherapy has grown,” Bifulco said. “We can also get members to a psychiatrist generally within three weeks, but usually it’s the same week.”

PSU can also connect members to care networks for long- or short-term needs.

“If a member is in crisis or has a transient issue, PSU will handle it end-to-end,” Bifulco said. “Those needing longer-term mental health services will be guided by PSU in the initial period and then transitioned to a dedicated practice.”

Bifulco emphasizes that PSU’s services are provided to eligible members at no cost whenever they need it.

All PSU Social Workers are either Licensed Clinical Social Workers (LCSWs) or Licensed Master Social Workers (LMSWs).

“They’re at the top of their field,” Bifulco said. “We also have two psychiatrists who work with the social workers to support members in need.”

With a conscientious and dedicated staff, PSU makes it easier for members to obtain mental health care. By simplifying a typically complex process, PSU provides members with potential solutions that align with their diverse needs — all with a human touch. Whether members are in crisis or in need of long-term therapy, PSU offers greater peace of mind.

The Personal Services Unit may be reached at 212.815.1250, Monday through Friday, from 9 a.m. to 5 p.m. For Screening/Assessment, please call 212,815.1520/1260 Monday through Friday, from 9 a.m. to 12:30 p.m.