Beyond the Surface: How MCOA Trainings Empower COA Staff to Connect and Care

May 27, 2025 | Aging Matters Newsletter, Mental Health

At our local Councils on Aging (COAs) and Senior Centers, you’ll find dedicated individuals who are often the first point of contact for older adults navigating life’s complexities. These compassionate professionals are more than just guides to resources; they are listeners, problem-solvers, and often, a steady presence in times of distress. The Massachusetts Councils on Aging (MCOA) recognizes this vital role, and their “Behavioral Health Training” series, in partnership with McLean Hospital, is designed to empower COA staff with the specialized tools they need.

We recently spoke with Amanda Kirk, a Licensed Social Worker at the Beverly Council on Aging, who enthusiastically attended the training series. With five years under her belt at the COA and a background in social work, Amanda came into the training with a solid foundation. Yet, she found immense value in MCOA’s commitment to ongoing learning. “I love ongoing training,” Amanda shares, “I think it’s really important to keep learning and to take your experience and mesh it with new training, understanding new research.”

What truly drew Amanda to this series was the caliber of the instructors. “An opportunity with McLean, with doctors and a social worker from McLean, you can’t turn that down. It’s incredible to have this renowned hospital and program available for COA staff to learn from these professionals in the mental health field.”

Unpacking the “Iceberg” and Embracing “BIG”

For Amanda, the most impactful takeaway wasn’t just about new clinical content, but a deeper understanding of the human element in every interaction. She highlighted the powerful analogy of the “iceberg,” emphasizing that while older adults present with certain immediate concerns, there’s often a rich history and a multitude of unspoken factors beneath the surface.

“I loved when the trainer said that as a social worker, as whoever we are as providers, we offer the same thing; education, and who you are at the moment. You need to be aware of other factors in our own lives when working with someone. This profound reminder fosters empathy and encourages staff to look beyond the immediate presentation of a situation.

A cornerstone of the training that Amanda immediately put into practice was the “BIG” acronym: Boundaries, Integrity, and Generosity. She even has a sticky note on her computer as a constant reminder. “I really appreciated that, because thinking about who you are as a person in the moment, what you bring, really does affect that outcome. “This framework helps COA staff navigate complex situations with both compassion and professional clarity.

Navigating Crises and Long-Term Needs

COA staff are often the first to hear about a wide range of needs, from immediate crises to persistent behavioral health challenges. Amanda noted that while crises naturally grab attention, the training underscored the importance of addressing long-term mental health needs that individuals may have carried for years. “People with longer-term mental health challenges also should be getting that kind of attention and intervention.”

The training augmented Amanda’s existing de-escalation skills by reinforcing the power of a “warm handoff” during referrals. Instead of just providing a phone number, the emphasis was on connecting clients directly with a named contact, ensuring a smoother transition and fostering a sense of respect and follow-through.

The Unspoken Power of Self-Care and Shared Understanding

The self-care component of the training also proved incredibly impactful for Amanda. In a profession known for its potential for burnout, the validation offered was invaluable. “If you are feeling stressed, or if you are feeling worn out, or if you’re feeling sad because of a loss, etc., that’s all very normal. You’re not supposed to go through a career or a helping profession unaffected.” This normalization encourages COA staff to prioritize their own well-being, recognizing it as essential to their ability to help others.

Perhaps one of the most heartwarming aspects of nse of community it fosters. “It was very validating. It was very normalizing. ‘Oh, you experienced that at your COA as well.’ It was really helpful to hear other towns that  struggled with it.” This shared understanding creates a supportive network among COA professionals across the state, reminding them they are not alone in the vital work they do.

MCOA’s “Behavioral Health Training” series is clearly more than just a series of workshops. It’s a testament to MCOA’s commitment to empowering COA staff, equipping them with essential knowledge, fostering self-awareness, and building a stronger, more connected network of care for older adults across Massachusetts.

More Than Just a Job: How Behavioral Health Training Transforms COA Services

May 27, 2025 | Aging Matters Newsletter, Mental Health

For Emily Kuhl, a seasoned case manager at The Newton Cooper Center (Newton Older Adult Services), the recent “Behavioral Health Training” series offered by McLean Hospital and the Massachusetts Councils on Aging (MCOA) wasn’t just another professional development opportunity; it was a profound affirmation and enhancement of her 18 years in the aging field. Having attended all sessions, Emily’s insights highlight the invaluable impact this training has on COA staff, regardless of their background.

Emily, a licensed mental health counselor, has always sought ways to improve her practice. “I’m always looking for trainings that just help me improve upon what I do, and I know McLean provides professional training, so I almost always am going to sign up for one of those.” But what truly resonated with her about this series was its specific focus on mental health for older adult services, a topic she feels is often overlooked despite the growing complexity of needs within COAs. “What caught my eye about it was that it was designed with information about mental health to older adult services. Primarily, COAs, which I found doesn’t often happen.”

Essential Value for All Staff

Emily firmly believes this training is essential for all COA staff, not just those with a social work or mental health background. She witnessed firsthand how colleagues, eager to help, sometimes found themselves ill-equipped to handle high-stress situations. The training, she explains, offers practical skills that can empower anyone working on the front lines.

“I think the training is for anybody and not specifically for staff with a background in mental health,” Emily states. “We’ve had moments here where I’ve seen some of my colleagues get a little panicked about a situation, this education would be really helpful. I think it’s a great tool for us all to have; you don’t always know who’s going to walk in the door.” From the reception desk to the director’s office, unexpected mental and behavioral health challenges can arise at any moment, and having a foundational understanding of how to respond is critical.

Key Takeaways and Transformative Insights

One of the most impactful lessons for Emily came from the BIG acronym: Boundaries, Integrity, and Generosity. She explains how it helps staff prioritize: “you start with the generosity of ‘I want to help this person, they’re really in need’ to integrity, which is what is my role within the field, and then boundaries of knowing what I can do, what I can’t do.” This framework proved particularly helpful in navigating challenging client situations, allowing her to re-evaluate her approach and set necessary limits while still providing support.

The training also reinforced the importance of active listening and grounding oneself in crisis situations. Emily noted, “when someone’s in crisis, they often think they’re not being heard, or they’re not being listened to. You need to go into the situation, intending to portray that you are listening, that you do care, and that you want to help.” She emphasized that a calm and grounded demeanor can help de-escalate a heightened individual, preventing a situation from spiraling out of control.

Another significant benefit was the sense of camaraderie and shared experience among COA professionals. “It reminds you you’re not in a bubble, mental health isn’t just in Newton? It’s everywhere. So that that feeling of camaraderie… I’m not actually alone. I have colleagues across the state who are running into these issues as well.'” This validation and shared understanding foster a supportive network that extends beyond individual towns.

Finally, the focus on self-care as a vital component of effective service deeply resonated with Emily. Recognizing the emotional toll of working with vulnerable populations, the training underscored the necessity of prioritizing one’s own well-being. Emily now consciously checks in with herself throughout the day: “I’m finding that I’m paying more attention to myself and how I’m doing, and that, I think, is helping me help others. It’s the whole airplane metaphor of putting the oxygen mask on yourself first.”

The “Behavioral Health Training” series is clearly making a tangible difference in the daily work of COA staff like Emily. By equipping them with practical skills, fostering a sense of community, and emphasizing self-care, the program empowers these frontline professionals to provide even more effective and compassionate support to older adults.

Bridging the Gap: McLean Hospital and MCOA Partner for Essential Behavioral Health Training

May 27, 2025 | Aging Matters Newsletter, Mental Health

The growing need for robust behavioral health support among older adults is undeniable. The Massachusetts Councils on Aging (MCOA) has stepped up to meet this critical demand, forging a powerful partnership with McLean Hospital to deliver specialized training to COA staff and directors across the Commonwealth. This collaboration is proving to be a vital resource, equipping frontline professionals with the skills and confidence to navigate complex mental health challenges in their communities.

The Critical Need for Behavioral Health Training

According to Ipsit Vahia, Chief of Geriatric Psychiatry at McLean Hospital, the partnership was a natural fit. “Mclean has been a supporter of the Massachusetts Councils on Aging for a number of years. When I took over as the interim chief about two and a half years ago, a priority for me was to really expand our work with organizations that are embedded deeply within the community.” This proactive approach by McLean recognized the crucial role COAs play in the lives of older adults, often being the first point of contact for individuals experiencing mental health issues.

Marie Clouqueur, Director of Caregiver Services and the GUIDE program at McLean, underscores the ever-present nature of behavioral health concerns. “Behavioral health isn’t going anywhere. It’s everywhere all the time, always 24/7, and the staff at COAs are constantly hit with that every day.” This reality necessitates comprehensive training that covers a wide spectrum of behavioral health topics, from acute crises to long-term support. The training series, structured into three parts, addresses common behavioral health conditions, crisis response strategies, and the unique challenges of dementia care, including support for caregivers.

McLean’s Commitment to Community Partnership

The partnership with MCOA is deeply embedded in McLean Hospital’s mission to extend its expertise beyond its walls. Dr. Vahia emphasizes, “This partnership exemplifies the best of McLean’s mission. We see it as a core part of our mission of providing the best mental health care to the community, as also being thoughtful in the ways in which we expand our expertise.” This commitment means bringing specialized knowledge directly to those who need it most, rather than expecting individuals to navigate complex healthcare systems on their own.

Dr. Vahia highlights the strategic importance of this collaboration: “MCOA is that community, at the front line in communities working with older adults where they live. They also are the ones who are the first people to come across challenges, often the first people to hear about behavioral health issues.” This direct connection allows McLean to contribute meaningfully to community well-being by empowering those already serving older adults.

Tangible Benefits for COA Staff

The impact of this training series on COA staff has been significant, providing both practical skills and a renewed sense of support:

• Enhanced De-escalation Skills: The training emphasizes a nonjudgmental approach to de-escalation, encouraging staff to understand the underlying distress driving outbursts. Dr. Vahia explains, “recognize that the reason they are having these outbursts towards you is in some ways an acknowledgement that you are a safe space for them to have the outbursts to begin with.” This shift in perspective, combined with practical techniques, helps staff manage challenging situations more effectively.
• Prioritizing Self-Care: Recognizing the demanding nature of their work, the training also dedicates time to self-care and stress first aid. Marie Clouqueur notes, “one of the best ways that we can help support older adults is to support the people who are already on the front lines doing the work so that they can stay healthy and engaged in the work and not burn out.” This focus on well-being is crucial for preventing burnout and ensuring the continued dedication of COA professionals.
• Real-World Problem Solving through Office Hours: The virtual office hours, held after each in-person session, have proven to be an invaluable resource. They offer a platform for COA staff to discuss specific case scenarios and receive individualized guidance from McLean clinicians. Dr. Vahia describes it as “real-world problem solving,” where staff can adapt and tailor the learned approaches to unique situations, fostering a deeper understanding and application of the training material.

This partnership between MCOA and McLean Hospital is a powerful example of how collaborative efforts can significantly enhance the capabilities of community-based organizations, ultimately leading to improved behavioral health outcomes for older adults across Massachusetts.

MCOA’s Unwavering Commitment to Professional Development: Empowering COA Staff and Directors

May 27, 2025 | Aging Matters Newsletter, Mental Health

The Massachusetts Councils on Aging (MCOA) is deeply committed to ensuring that Council on Aging (COA) staff and directors across the Commonwealth have access to the best possible professional development. This dedication is especially evident in our recent collaborative “Behavioral Health Training” series with McLean Hospital, a program meticulously designed to equip COA professionals with the essential skills and knowledge to address the growing mental health needs of older adults.

Andrea Cordis, MCOA’s Training and Education Manager, emphasizes the organization’s member-centric approach to professional development. “Professional development’s effectiveness hinges on meeting participants’ needs,” she states, highlighting how MCOA actively seeks input from its membership to shape its training initiatives. This commitment to understanding the network’s needs led to the pilot partnership with McLean Hospital, directly addressing the significant demand for behavioral health training identified through member surveys and focus groups.

The Value of McLean Trainings: Real-World Impact

The behavioral health training series, delivered in five locations across Massachusetts, has been a resounding success due to its highly customized and practical nature. McLean Hospital’s team, led by Dr. Ipsit Vahia and Marie Clouqueur, tailors each session based on a pre-registration survey and real-life scenarios submitted by COA staff. This ensures the training content is immediately applicable to the daily challenges faced by those on the front lines.

Attendees consistently praise the direct applicability of the training. One particularly impactful piece of feedback highlights the immediate utility of the skills learned: “They love that it’s customized to them that they can take what they’ve learned on a Thursday and put it into practice on a Friday.” This sentiment underscores MCOA’s goal of providing tangible tools that empower COA staff to effectively manage mental health crises and support the well-being of older adults.

The interactive nature of the in-person sessions fosters a supportive environment for learning and shared experience. As Andrea notes, “the in-person trainings bring a lot of discussion, a lot of camaraderie and real-world scenarios. It’s a nice way for them to talk to each other as well as the experts from McLean.” This emphasis on peer-to-peer learning, coupled with expert guidance, creates a rich and valuable training experience.

Beyond the in-person sessions, MCOA and McLean Hospital have implemented virtual “office hours,” providing an ongoing platform for COA staff to seek guidance and debrief on challenging situations. This innovative approach offers a unique form of support, as one social worker attendee shared, “she said that attending the office hours felt like the supervision she was missing.” This continuous learning opportunity further reinforces MCOA’s dedication to holistic professional growth.

A Call to Action for MCOA Membership

MCOA is committed to continually evolving its professional development offerings to meet the dynamic needs of its membership. As Andrea Cordis eloquently puts it, “Don’t be afraid to reach out and tell me what you’re looking for… because I can’t guess what the network needs. I rely on the network to tell me what they’re looking for and what they feel will help their professional development. Chances are, if you need it, somebody else is looking for it too.”

Your input is invaluable! We encourage all COA staff and directors to actively communicate their educational and training needs to MCOA. Whether it’s a specific topic, a new program idea, or a format preference, your voice helps shape the future of professional development for the COA network in Massachusetts.