Associate CEO for Spectrum Health and Human Services talks about her agency’s scope and how COVID-19 has impacted residents in the Western New York counties
By Brenda Alesii
For nearly four decades, Cindy Voelker has helped people battling mental health challenges, behavioral issues and addiction-related disorders.
Voelker, the associate CEO for Spectrum Health and Human Services, recently spoke to In Good Health about her agency’s scope and how COVID-19 has impacted residents in the Western New York counties they serve.
Q. What is the mission of Spectrum Health and Human Services and what geographic areas do you serve?
A. We are a not-for-profit agency providing a wide range of comprehensive services both in-office and in the community. We cover Erie, Niagara, Wyoming, Genesee, and Cattaraugus counties. Our first office was in Springville in Erie County. Spectrum Health is a certified community behavioral center. As a designated CCBHC by the federal government and New York state, we expanded services and established crisis centers in key communities, helping adults, children, and families with critical mental health and substance abuse needs. These centers often divert people in need from traditional emergency and hospital settings, providing focused care in the community.
Q. Who typically calls your agency?
A. Individuals themselves, parents, schools, referring physicians and health-care providers. For our C.A.R.E.S. Crisis team, when a school representative contacts us, the issue may involve a student who is suicidal or who’s behavior is erratic, or has depression and anxiety problems. A parent may call due to an addiction issues as well. Hospital personnel also look to link individuals coming out of a hospitalization or emergency room who need follow-up care. We evaluate the situation, try to help resolve things and develop a plan and link that individual to the appropriate services. Our goal is to get the individual and or family the right service and care.
Q. There are a lot of human services agencies in the region. What makes you different?
A. We serve both urban and rural communities, starting 49 years ago in Springville. We have a downtown center with an Urgent Behavioral Care Center. In addition to clinical services, Spectrum Health offers supportive housing to individuals who are homeless or non-homeless with disabling conditions throughout Erie, Wyoming, and Monroe counties. Using a team approach, we pride ourselves on helping people get through difficulties with our housing services, case management, and peer services.
Q. Does Spectrum Health have a Hotline Number?
A. Yes, it is 716-710-5172. This number is available 24/7. Our C.A.R.E.S. program for youth under age 18 is also 24/7, at 716-882-4357
Q. How much does it cost for your services?
A. Spectrum Health accepts all insurances, has a sliding scale fee for individuals without insurance and no one is turned away in a crisis. C.A.R.E.S. crisis services are provided at no charge and are supported by county and state dollars.
Q. How is your agency funded?
A. We have diverse funding streams. We have revenue from major insurance companies, Medicare and Medicaid. We also receive numerous grants, because we assist with housing, Spectrum Health is aided by HUD, as well as local foundations and SAMHSA.
Q. How has the need for your services changed since the pandemic?
A. Our numbers are up by 35%, with more need than we have the capacity to handle at the moment. We try to prioritize higher need, higher risk, and engage in quick appointments. In 2021, deaths from overdoses increased across the board.
Q. With unprecedented staff shortages affecting employers of every ilk, how has Spectrum been impacted?
A. Everyone is struggling with shortages. We have 400 employees; most are clinical — social workers, licensed mental health counselors, care coordinators, case managers. We also employ nurses, nurse practitioners, psychiatrists, and staff that handle billing and finance. We have a number of open positions now, all listed on our website, www.shswny.org/careers.
Q. Given the inherent stress of jobs dealing with mental health and addiction problems, now coupled with an ongoing pandemic, how do you maintain good morale among your staff?
A. It’s been extremely challenging, especially in this era of COVID. While our staff is under a certain level of stress, we want to make people feel engaged and connected. With the demands of child care, we recognize that flexibility is critical. Wellness programs are offered to the staff. I went to every site during the holidays to tell staff face-to-face how much I appreciated their work and dedication. I want to know what we can do better. While we couldn’t have a holiday gathering or any in person gatherings, we have done many virtual or individual recognitions of staff, we recently offered staff free Spectrum hoodies or shirts, a small way to help us feel connected.
Q. How has the vaccine mandate for health workers been received by the employees?
A. Most workers are fully vaccinated and working on getting booster shots. We take a partnership and educational approach, and encourage staff to consult with our medical staff or their doctor if they have questions.