2010 Highlights


CST's mission is to ensure that consumers, family members and clients are able to communicate their wishes and needs about behavioral health services to the funders and providers of these services. Our staff, composed exclusively of consumers, and family members, continue to make unannounced visits to behavioral health sites everyday of the workweek, and to visit some services on the weekends. We talk to those who use these services and learn what they find helpful and what they do or do not like about their services.

The role of CST staff is to inform the funders and providers of what consumers and family members say. We do not function as advocates, case managers or monitors. It is the funders’ responsibility to ensure that consumer and family concerns are addressed in a timely way. Our role is to hold the funders accountable.

During fiscal year 2010, CST made over 1,064 site visits to a wide range of behavioral health sites, and engaged 12,232 consumers and family members, including both adults and children. The number of those engaged increased by over 100 consumers from last year. In addition, CST interviewed 535 family members for CST’s annual Family Project. In addition to the regularly scheduled site visits, CST undertook four special projects (for details, click here).

Permission Granted to Enter The Philadelphia Prison System
Over the course of the year CST engaged in a special project which entailed interviewing incarcerated consumers who receive TCM services. A request to enter the prison to visit with these consumers was sent to Commissioner Giorlo’s office. CST’s request was granted and the project was successfully carried out. This project would not have been possible if permission had not been granted. CST appreciates Commissioner Giorlo’s commitment to recovery in allowing the team to enter the prison system to engage those who receive behavioral health services.

Project Collaboration Between CST and the DBH
CST’s Executive Director and Project Manager meet with the DBH Administrative staff to discuss various projects where CST’s expertise may be useful.  In a collaboration effort, CST is documenting in site reports responses from consumers who have been queiried on their definition of recovery, if they have any issues with gambling, if their medical issues are being addressed by a primary care physician and where they would like to live if they had the opportunity to move. Data is also being recorded from the responses given by the consumers.  Also discussed is the implementation of various special projects that focus on a specific population or service area.

Ensuring CST Staff Performance
CST is committed to ensuring that its staff perform at the highest possible level. Over the summer CST attended a series of trainings provided by BHTEN on cultural competency, recovery and pharmacology.

Spotlighted on Leader's Radio Program
CST’s Executive Director was invited to do a two minute business spotlight on WWDB 860 AM radio show to highlight CST and publicize its mission and function to listeners.

Interviewing Family Members
This has been another remarkable year for CST’s annual Family Project. This year CST made a notable and determined effort to survey family members who have a relative or loved one, either adult or child, who is receiving behavioral health services. Over the course of the year, CST attended provider sponsored events, as well as events held in the community.  CST Family Surveys were also left during regular site visits with site staff who returned completed surveys to CST either via fax or mail. In total, CST surveyed more than 500 family members.

Asking Questions on Behalf of the State
The Pennsylvania Department of Public Welfare requested that CST - as part of their regular site visits - ask consumers the following three questions: 1) In the last 12 months were you able to get the help you needed? 2) Were you given the chance to make treatment decisions? and 3) What effect has the treatment you received had on the quality of your life? CST asked over 7,000 consumers these questions.

“You folks provide us with an invaluable link to the youth that we are all trying to serve.” – James E. Randolph, Deputy Commissioner, Juvenile Justice Services, Department of Human Services

"CST continues to keep their eyes and ears where input and feedbackare most critical... with the people in recovery who are utilizing behavioral health services. CST's expectation that this input and feedback be not only listened to but responded to as well is a level of accountability that keeps this process 'real'. The accountability assures a system responsive to what consumers need and want for themselves and promotes change and growth within the system every day, one individual - one concern at a time." – Sandy Vasko, Mental Health Administrator for Operations

"CST has not only helped the system improve and be more responsive to those we serve, it has also identified areas and programs that are working well." – Marvin Levine, Executive Director, Coordinating Office of Drug and Alcohol Programs

"Even though they are visiting treatment providers and talking to consumers every day, CST is so much more than just the 'eyes and ears' of the system. CST goes much further, by possessing a deep understanding of the people who are actually utilizing the services, and the challenges and victories that they face as they embark on their individual paths to recovery, which allows CST to engage with and partner with them in a powerful way. Even so, CST is able to maintain a balanced and realistic viewpoint of the service system, and is equally skilled at engaging with the treatment providers in order to make their services more relevant and effective. This unique combination makes CST an invaluable force for improving the system for those who are actually utilizing it." – Andy Devos, Director of Intake and Member Services, Community Behavioral Health