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.
