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Our Community Responds

Our staff, management and employees meeting the challenge,


during times of crisis...and everyday
Strengthening independence through quality care and housing solutions
MHA employees responded
to the June 1 tornado by con-
necting with MHA participants
who found emergency shelter
at the MassMutual Center
On the cover
Mental Health Associations property
at 145 Union Street was devastated
by the June 1, 2011 tornado. Eleven
MHA clients living in the building had
to be relocated and due to the quick
action by MHA staff, their move to
new quarters was seamless.
Pictured on the front are MHA
employees Yolanda Godard, Lisa
Gelinas, Kim Hurtado and Chris
Bergeron who all rushed to the Mass
Mutual Center where the Springfield
emergency shelter was established to
house those displaced from their
homes in the immediate aftermath of
the tornado.
No MHA residents, participants or
staff were injured and staff was able
to locate all of the MHA program par-
ticipants. In this annual report one of
the residents of 145 Union Street,
David, tells the harrowing story of how
he survived in his top floor apartment
when the tornado tore through the top
of MHAs four-story Union Street
building, and how MHA has been
there to help him.
Executive Directors Report
MHA experienced a flurry of activities and events this year, some were anticipated
and others, unpredicted. Both necessitated extraordinary efforts to result in suc-
cessful outcomes.
The year 2011 was challenging in a number of aspects; weather events in particu-
lar, tested our organization and our employees who provide direct services to our
participants. I am happy to report that our community of workers, supervisors and
managers responded with flying colors.
Record snowfalls and extreme cold created
challenges for us to provide staff coverage in
residential settings and to reach those who live
independently but require MHA support services.
As the cities and region closed down many days
due to winter storms, our jobs expanded and
became more demanding. Additional staff was
needed to cover day shifts when we would typi-
cally be closed (since many participants were
homebound due to the storms), and public
transportation and taxis were often unavailable.
The additional loss of power at some sites
added to the challenge. But in all cases we were
able to provide service and kept disruption to our
clientele to a minimum. For that I am deeply
grateful to our staff.
The June 1 tornado cut a huge swath through
Western Massachusetts and MHA was not
spared. Our Union Street apartment building
was devastated and did not survive the storm.
However, I am pleased to share that all eleven
tenants were evacuated safely. In this annual
report we tell a tornado survival story through
the eyes of one of our residential participants
and how our staff responded to the challenge.
This year I want to give special thanks to every-
one who helped us accomplish our planned
goals and addressed the unexpected. Together as a team we accomplished laud-
able actions. Our experience this year reinforced something our senior manage-
ment and board have always known that our employees and supervisors are
up to any challenge or any crisis we are confronted with.
In this report we also share information about a new communications effort
launched in 2011 and about our efforts to improve the collection and sharing of
employee feedback. As always, our financials and a listing of our service awards
for the year are shared. I appreciate the effort of all who have made this most
challenging year a success.
Linda Williams
Executive Director
Annual Report 2011
Board Presidents Report
It has been my privilege to have served on MHAs Board of Directors for over 20
years. I have witnessed firsthand the growth of the organization as it continues to
evolve. MHA continues to respond to the needs of its participants in appropriate
and effective ways, always looking for strategies that improve outcomes.
Our senior management and front line employees
are to be commended for the work they do, and
particularly this year for overcoming the many
challenges faced due to the extreme weather of
this past winter and the June 1, 2011 tornado.
Operating more effectively and efficiently is also
important and senior staff is always looking for
improvement in this area. The acquisition of three
new homes this year allows MHA to offer more
individualized services and will provide savings
long term as we are able to discontinue several
leasing arrangements.
Over the past year we have reviewed our by-laws
and have continued to implement the goals of our
strategic plan. We have an engaged board, atten-
dance has been good and our committees are
functioning well.
MHA is strong due to the commitment and dedi-
cation of our board, our management and entire
staff. We continue to meet challenges and explore
opportunities that will enhance the agencys diver-
sity while maintaining stability and remaining true
to our mission.
John A. Odierna, J.D.
Board President
Annual Report 2011
Annual Report 2011
The Key to Our Success Our Employees
MHA has had the benefit of both long-time employees with
many years of experience and those who have recently
joined the organization who bring a new perspective.
Linda Kloss and Mel Maldonado represent both ends of the
spectrum in advancing MHA as an organization and in meet-
ing its mission.
Linda Kloss serves as Director
of Developmental Services,
overseeing MHAs contracts.
This division operates six
assisted living residences in the
Holyoke/Chicopee and
Springfield/Westfield regions
where MHA provides service.
Under her division about 25
individuals are served in resi-
dential settings and another 60
live independently with services
provided by MHA staff.
Closing in on 20 years at MHA,
Linda started her MHA career
as a weekend staff person, then became a case manager
and support worker. Eventually she was promoted to a super-
visory position until becoming program director and eventual-
ly rising in the ranks to her current position. What is she pas-
sionate about? MHAs outreach program, where there is so
much opportunity to improve lives. The outreach program
allows participants to live independently with support services
provided by MHA. Over the past 20 years more individuals
are able to participate in the outreach program where MHA
is helping them to function independently, making their lives
better.
Mel Maldonado, MHAs new Director of Mental Health
Services, spent nearly 30 years prior to coming to MHA work-
Springfield native Cynthia Santiago, a single mother of two young boys, in four short years has gone
from a residential assistant at an MHA respite site, to a supervisors assistant position and now is
supervisor of the Williams Street residential program in Longmeadow under MHAs Developmental
Services division.
The demands of motherhood and her career growth at MHA have only temporarily put on hold her
plans to complete her education at Holyoke Community College in human services.
She likes the flexible hours available in doing her job and enjoys the participants and staff she works
with. According to Cynthia, The moment I started this job I knew this was what I wanted to do. Im
very happy with my decision to come to MHA.
Her efforts have been recognized as she works her way up through the organization.
What she likes about her job: The best part of my job is when my consumers let me know they are
happy. I love working with them and meeting their needs. I feel a sense of accomplishment when I
am helping them.
Career goal: I hope to become a director at MHA one day.
A Rising Star Cynthia Santiago
Experienced and New Leadership Making It Happen
Linda Kloss and Mel Maldonado
ing for a large human services agency and is the son of a
mom and dad who both had long careers in New York State
in the mental health arena. So, while he is a newcomer to
MHA, he brings a perspective that is informed by his experi-
ence and the mentors who influenced him.
He comes to MHA with a high
awareness of the work, but it is
one thing to see an agency from
afar and another to work in a
leadership role with its employ-
ees day-in and day-out.
Mel says, MHA has an incredi-
bly talented resource, which is
our staff. These are knowledge-
able and compassionate individ-
uals. The staff that we have
working in our residential pro-
gram are people who are dedi-
cated to treating our participants
with respect and preserving their
dignity, no matter what their indi-
vidual needs are.
Mel oversees what is known as community-based support
services for those with mental illness. These can be in resi-
dential settings, of which there are about 42 participants, or
the approximately 140 persons living independently but
requiring outreach services. These services include assis-
tance with acquiring education, employment or housing.
According to Mel, MHA has a lot of pride in the homes it
develops for residential participants. Living in a neighbor-
hood, with a backyard, in a nice setting lends itself to better
outcomes, which is what we see with our residential partici-
pants. The difference is palpable and you see our residents
taking pride in their surroundings.
Staff Responds at a Time of Crisis
Chris Bergeron and Kim Hurtado were just finishing their shift at MHA in the late afternoon of June 1 when the deadly
tornado touched down in Western Massachusetts, eventually destroying an MHA property at 145 Union Street that
housed eleven MHA program participants.
Lisa Gelinas saw that there was
already damage being reported in
West Springfield and a call from a
support worker indicated that an
MHA house in that community had
suffered some damage.
Yolanda Godard worried about the
safety and whereabouts of David,
an MHA participant living on the
fourth floor of Union Street. Calls
and text messages to Davids
phone didnt get answered or didnt
get through in the chaos right after
the tornado touched down.
Events that afternoon led them, and
others from MHA, to begin contact-
ing MHA residents one by one to
see if they were safe and to assist
them with any needs including shel-
ter, clothing, medications and per-
sonal care items. One MHA resi-
dential participant found his way to MHAs administrative offices on Worthington Street where workers there helped
administer the insulin he needed to regulate his diabetes.
All four MHA staff members, Chris, Kim, Lisa and Yolanda, converged early the next morning to see if any participants
had gone to the office. Soon after, with a few still unaccounted for, the four headed to the emergency shelter at the
MassMutual Center. There they identified five MHA participants and made swift arrangements for them to move to other
MHA residences or with family. Staff drove all of those displaced to their new residences.
The quick response to the crisis shown by these staff members made a difference in the lives of those displaced
something that occurs every day with those MHA serves.
Annual Report 2011
An Eyewitness Account from an
MHA Participant
David, an MHA participant, was watching Telemundo from his fourth floor
apartment at 145 Union Street in Springfields South End when he noticed
a weather alert crawl along the bottom of the screen. He quickly tuned into
local television coverage to learn that a tornado had touched down in
Westfield and West Springfield and was heading to Springfield.
Within minutes winds started to violently whip a tree just outside the win-
dow in Davids living room. Feeling that this was more than just a passing
storm David instinctively went into a closet, closed the door and sat on the
floor in the back of the closet for protection. He heard windows shattering
and felt his ears pop from the pressure in the apartment. Water started to
pour through the light bulb on the closet ceiling and under the door and into
the closet. In an instant, it was calm again and David opened the door to
find only a cloudy sky above his head. The storm had ripped off the roof of
the building, destroying his apartment. I put on some boots, walked down
the stairs and saw many
people in the streets
in survival mode, feeling
the loss of their homes.
It was like a war zone in
the South End.
Eventually I went to an
MHA home on Avon
Place, where I previously
had spent some time
and where I knew the
people there and felt
safe, David said.
David was diagnosed
with Post-Traumatic
Stress Syndrome as a
result of his experience
in surviving the close
encounter with the torna-
do. MHA has helped me
with encouragement.
Without them, I would
not be here right now
doing well.
The Union Street apart-
ment building was just
one of over 350 residential dwelling units in Springfield that have been
deemed uninhabitable as a result of the tornado.

It was
like a war
zone in
the South
End.

It was
like a war
zone in
the South
End.

Annual Report 2011


Annual Report 2011
MHA launched a newsletter designed to tell more about the
work we do to a wider audience. The newsletter was sent to
all employees and also to elected and local officials, business
leaders and area media outlets.
What Was New in 2011
MHA acquired three homes in 2011, allowing us to better serve our
existing client population. MHA purchased homes on Sunrise
Terrace in Springfield and Westernview Drive in East Longmeadow
to serve individuals who
were living in congregate
housing in Wilbraham.
The moves promote
increased individualized
support services transi-
tioning from one site to
two locations. Each of the
homes will provide resources to four
individuals. The Department of
Mental Health for the Commonwealth
of Massachusetts provides funding
for the individuals served.
MHA also bought a third home on Maple Street in Springfield that will serve as
a site for a Youth in Transition program funded by the Massachusetts
Department of Children and Families.
In both cases, MHA is moving clients
from residential sites that were being
leased by the organization. By termi-
nating the leasing arrangements and
acquiring new properties, MHA is
realizing significant savings and
much greater efficiency over the
long term.
New Residential Properties
Communications
Employee and Family/Guardian Feedback
As part of an effort to improve two-way
communication with employees and
the families and guardians of our pro-
gram participants, MHA provides an
annual satisfaction survey. This year a
new feedback form was developed to
post and share with respondents.
Annual Report 2011
Financials
The Senior Administrative
Team (SAT) meets on a
monthly basis. From left,
Mel Maldonado, Linda Kloss,
Linda Williams, Lynn Greguoli
and Cathy Bodley.
Funding Sources
DDS
28%
DCF
6%
Municipalities
7%
Donations/Grants/Misc
7%
Investments
1%
HUD
6%
Client Fees
8%
Mass Rehab Commission
3%
DMH
34%
Annual Revenue In Millions
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
14
12
10
8
6
4
2
0
7.8 8.3
9.2
9.8
11
11.7
12.1
12.6
13.2
13.5
Annual Report 2011
2011 Service Awards
Officers 2010 2011
25 Years
Mark Cook
20 Years
Estee Blue
Kathleen Boehm
Adrienne Caulton
Lynn Greguoli
Cathleen Mulcahey
5 Years
India Anderson
Janet Andugu
Michelle Barnes
Arlene Brown
Anna Maria Colacci
Bethzaida Cruz
Denise Galvagni
Ruth Guzman
15 Years
Edward Zuckerman
10 Years
Lisa Bull
Treslan Williams
Sandra Haigh
Tara Hillios
Princess James
Kishana Johnson
Tiffany Jones
Welvank Sefakor Kalepe
Janet Malavi
Margaret Marshall
Dineen Meabon
Lynnette Mireku
Ellen Owusu
Dana Roberts
Carmen Serrano
Shavonne Smith
Kimberly Vaughn
Board of Directors
Charles Rucks,
Audit Chair
Standing Committee Chairpersons
President
John Odierna
Vice President
Charlene Mazer
Treasurer
Brian Dillon
Secretary
Michael Donahoe
Kathleen Bachetti
Patricia Barkyoumb
Anne Diebold
Marjorie Guess
Jeffrey Oldenburg
Robin Olejarz
Kip Rabidou
Adele Rapp
Julie Robarge
Joellen LeGrand,
Finance Chair
Charlene Mazer,
Personnel Chair
Julia Powers,
Governance Chair
Directors at Large
Human Rights Committee
Patricia Bagnall
Tyrone Belcher
Elizabeth Benedict
Hillary Diebold
Catherine Rossi
Notes
Mental Health Association, Inc.
995 Worthington Street Springfield, MA 01109 www.mhainc.org

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