Riverbend Community Mental Health 2020 Annual Report

2020 ANNUAL REPORT

MUNITY UNITY 2020, THE YEAR RIVERBEND CREATED VIRTUAL UNITY TO SERVE OUR COMMUNITY.

1

2020 ANNUAL REPORT

TABLE OF CONTENTS 2020 IN REVIEW

1

SO MUCH MORE THAN THERAPY

2

MAINTAINING WELLNESS

4

PROGRAM UPDATES

6

YOUTH INSPIRATION/LEADERSHIP

8

2020 CHAMPIONS FOR MENTAL HEALTH

10

I’M LISTENING 12 FINANCIAL & DONOR INFORMATION 14 RESOURCE MANAGEMENT 15 THANK YOU TO OUR SUPPORTERS 16

BOARD OF DIRECTORS & SENIOR LEADERSHIP BOARD OF DIRECTORS

Bradley Osgood

John Barthelmes, Chair

Glenn Shepherd

Jim Doremus, Vice Chair

James Snodgrass, MEd

Annmarie Timmins, Secretary

Carol Sobelson, LICSW

Frank Boucher Leslie Combs Ross Cunningham Lucy Hodder, JD Nicholas Larochelle, MD Aaron McIntire Rabbi Robin Nafshi

Leslie Walker Cinde Warmington

EX OFFICIO Lisa K. Madden, MSW

Chief Executive Officer Riverbend Community Mental Health

Robert P. Steigmeyer Chief Executive Officer Capital Region Health Care SENIOR LEADERSHIP Lisa K. Madden,MSW Chief Executive Officer Jennifer Griffey Chief Financial Officer Chris Mumford, LICSW Chief Operating Officer Jaime Corwin VP of Human Resources

Sarah Gagnon, LICSW VP of Clinical Operations Kevin Irish VP of Information Services Karen Jantzen, CFRE VP of Community Affairs Sheryl Putney VP of Quality Assurance

2020 IN REVIEW A LETTER FROM JOHN BARTHELMES, RIVERBEND BOARD CHAIR

On behalf of the Riverbend Board of Directors, CEO Lisa Madden and staff, we hope this letter finds you and your loved ones safe and well. These are unprecedented times and as of the date of this letter, the global pandemic continues to challenge each of us in our personal and professional lives.

This includes fulfilling our mission of meeting the behavioral health needs of the communities we serve throughout central New Hampshire.

The pandemic of 2020 defined our year. Almost everything was done in the context of COVID-19 and how to deliver services in the safest manner possible. Its arrival in March necessitated immediate changes to our operations to effectively provide our services, while protecting the physical and emotional health of our employees and clients.

The challenges were many, but they also created opportunities for innovation and positive change. The accomplishments included: • Telehealth – which enhanced our ability to provide care to our clients during these most challenging of times.

• Community Outreach – Riverbend Champions for Mental Health and This Is My Brave, as well as other community events, continued in a virtual format and helped our community better understand mental illness and addiction.

• Successful transition of leadership for the positions of President & CEO and CFO. • COVID-19 Protocol Implementation – allowed for face-to-face services, while helping to keep our clients, residents and staff healthy. The protocols also assisted us in supporting employees who became ill with the virus and facilitated the procurement of countless boxes of personal protective equipment.

• Successful acquisition of Federal and State financial support to offset the reduction of services.

As we look forward to 2021, we do so while building on

John Barthelmes, Board Chair, Riverbend Community Mental Health

the successes of the past year and directing our resources toward the following efforts: • Improving the client experience.

• Investing in our staff.

• Reducing gaps across the continuum of care.

• Increasing behavioral health literacy.

• Ensuring that our operations are efficient and scalable.

• Work closely with other stakeholders to explore new opportunities for community-based services.

This includes our partnership with Concord Hospital, as they move forward with the acquisition of Lakes Regional Health Care. The impact on behavioral health services for our extended communities is yet to be determined, but will be an important component of the transition.

This Annual Report highlights our work in 2020 and how we positively impacted the lives of those we serve. With gratitude, I thank the Board of Directors, the Riverbend staff and all our supporters. Together we can continue to make a difference.

With gratitude,

John Barthelmes, Board Chair 2020 ANNUAL REPORT

1

SO MUCH MORE THAN THERAPY MEETING CLIENT NEEDS IN A COVID ENVIRONMENT In 2020, nearly the entire world transitioned to conducting business online and Riverbend was not immune. While the move was no easy feat, the Information Technology (IT) department – a small team of nine – responded quickly and within weeks nearly 400 employees were able to work from the safety of their homes.

In July, Governor Chris Sununu signed into law an amendment to the state’s definition of telehealth to include audio-only calls. It requires Medicaid and private payers to reimburse for telehealth services on the same basis that they reimburse for in-person care.

“When you work in the space of IT in a healthcare-related environment you learn and understand why IT exists. It’s for the benefit of the staff, but most importantly, you are there to help support them in the pursuit to provide healthcare for the clients,” said Kevin Irish, Vice President of IT. “We began with limited remote connectivity. We needed to expand our scope and functionality from supporting 25 users at once to 125 concurrent users.”

The expansion included additional servers, expanded licensing, and providing 124 staff (and counting) with laptops.

Riverbend had to transition from a primarily desktop agency to one that was a more virtualized, mobile environment. To date 382 Riverbend employees have been set up to work remotely, using a combination of agency supplied laptops as well as personal home computers.

“It was a three to four month process under normal circumstances, but we did it in about three weeks thanks to the coordination between IT and Program Directors,” Irish said.

JIRA, an online ticketing software system implemented by Riverbend over the Summer, has allowed the IT department to categorize and prioritize varying IT requests from staff and streamline communication among all parties involved. Since its implementation, the IT staff have received and completed more than 2,000 tickets.

“We are one cog in a complex machine. The strength of 2

2020 ANNUAL REPORT

Riverbend is not about any one individual or any department; it’s about the entity standing together. We are here to help take care of people and that is always the focus.”

The dedicated staff at Riverbend are known for ‘thinking outside the box’ and that creative, open-minded approach proved valuable as services were conducted in ways that were impossible to predict.

The Community Support Program is built on the concept of assisting clients so they can be successful in their environment. “Functional support and case management is about supporting the client in real-time in their homes and in the community. When you can’t do that modeling or shaping of behaviors, it presents immense challenges,” said Sheila Mullen, Community Support Program Director.

Initially, there was the hurdle of conducting phone or video meetings when many clients didn’t have reliable technology.

But amid the challenges come stories of success and resilience.

Case Managers are working hard to make the most out of telehealth appointments. One case manager came up with the idea of using telehealth to go through client’s refrigerators to plan healthy meal options together. Another helped a client avoid eviction and restore a clean and safe living environment.

Other innovations, virtual and otherwise, have included chair yoga, delivering low-cost art supplies to client’s homes, walks in the community, and unemployment application assistance.

“Another unexpected benefit is that, because many places aren’t hiring and it may not be safe for the client to work right now, we’ve been able to spend more time helping them imagine a job they’d enjoy and prepare for their application,” Mullen said.

To lessen the burden on Concord Hospital, the nursing and Medication Support Outreach Program teams have continued to ensure that clients are maintaining good mental and physical health by offering an ‘outpatient’ lab for clients who need regular lab work and by delivering medications. By monitoring and supporting vulnerable clients they’re contributing to

the goal of keeping Emergency Room admissions down.

“The changes came fast and we continue to adjust as we find what works. The staff has been amazing and they continue to have a positive attitude,” Mullen said.

The Choices Addiction Recovery Program has been closely monitoring how isolation, job loss, and a lack of a predictable schedule has been challenging for clients working to maintain sobriety. According to the CDC, a nation-wide increase in overdose fatalities accelerated during the COVID-19 pandemic.

“Addiction is an isolating disease so we need to keep clients socially-connected as much as we can to support them,” said Shanna Large, Director of Substance Use Disorder services.

The entire recovery system needed to adapt and staff members were tasked with creating alternative ways to keep clients healthy and ensure that client care continued by utilizing all available technology. Staff conducted telehealth services while peers and clinicians provided additional support.

“We’ve worked hard as a team to learn from each other, stay informed about the ever-changing landscape of COVID, and continue to support our clients as best as we can,” Large said.

Riverbend’s youngest clients were fortunate to have staff that took measures to continue engagement in a remote venue. This was a concept that was no easy feat for young minds and bodies.

The staff in the Children’s Program

continued community-based services creatively by dropping off supplies in mailboxes, working with schools to assist remote learning, and making adaptions to clinical practices.

“Providing services via audio and video telehealth is very different than providing therapy to children face-to-face, in an office, or community setting,” said Melissa Colby, Director of the Children’s Program.

“Families are struggling through this pandemic with many different challenges, including their children having a fully remote or hybrid schedule and the additional supports their children need to be successful in school,” she said.

Rising to the challenges, staff across all programs have worked diligently to come up with individualized plans for each client, and the outcomes have been impressive.

Franklin

Pi�sfield

Other Concord

Clients by Program

Community Support Program

1,723

Child, Adolescent, And Family Services

1,461

Counseling Associates

1,341

Psychiatric Emergency Services

1,037

Franklin Program

841

Integrated Center for Health

274

The Doorway at Concord

251

Choices

240

Merrimack County Drug Court

73

Au�sm

55

Residen�al

52

Homeless Outreach & Housing Supports

36

The numbers above represent the fact that many clients receive several different services in order to meet their individual needs.

Pembroke Hillsboro

Allenstown Weare

Clients by Town Concord (2,665)

Weare (236)

Bow (177)

Dunbarton (64)

Hill (30)

Other (1,089)

Hillsboro (222)

Hopkinton (163)

Webster (63)

Salisbury (30)

Franklin (616)

Boscawen (209)

Henniker (131)

Deering (58)

New London (29)

Pembroke (280)

Northfield (205)

Chichester (80)

Bradford (56)

Newbury (25)

Allenstown (266)

Epsom (189)

Warner (78)

Canterbury (54)

Su�on (12)

Pi�sfield (260)

Loudon (189)

Andover (68)

Danbury (33)

Wilmot (11)

2020 ANNUAL REPORT

3

MAINTAINING WELLNESS FINDING CONSISTENCY IN A WORLD OF CHAOS

WELLNESS IN A TIME OF COVID Riverbend knows that finding a balance between work and life is a top priority for most employees, especially in today’s environment. Creating a culture of wellness that supports the whole employee, and not just their physical wellbeing, is imperative for retention and morale. A workplace without an intention of creating a culture that promotes wellness leads to unhappy employees who will burn out or search for a job in an environment that does.

With a charge to promote behavioral health awareness and education, self-care activities, and create community and a sense of belonging, Riverbend’s Wellness Committee sought to find even more creative ways to offer wellness initiatives to a staff that was primarily working from home or in socially-distanced environments.

2020 began with encouraging staff in January to be active outside for a minimum of 300 minutes, track their time and be entered into a raffle to win a snowshoeing kit or an L.L. Bean gift card.

In February, staff supported Women’s Heart Health Month by wearing Red on the first Friday of the month, and having a heart-healthy potluck at each location.

With March came COVID, and the Annual Riverbend Staff Party was canceled and the Wellness Committee worked hard to put together RiverBingo: a weekly quarantine-themed Bingo card that, if won, would enter the staff member into a raffle to win prize baskets in April.

4

2020 ANNUAL REPORT

Also launched in April was a series called “Tip Tuesdays”.

These are short video messages from staff providing tips on how they maintain good mental health during the challenging times. Tips are shared to Riverbend’s social media and YouTube sites.

In May, staff were encouraged to participate in Concord Hospital’s virtual Annual Rock-n-Race event.

In June, staff were provided with a Self-Care Challenge calendar, a low-pressure initiative allowing staff to complete self-care “challenges” and submit their calendars at the end of the month to be entered into a raffle. The winner won a care package of prizes from supporting community businesses: Penumbra, Red River Theatres and Who Doesn’t Want That?.

Over the Summer, after a particularly difficult Spring with the rise in coronavirus numbers, staff were encouraged to use vacation time, take breaks, and safely get some well-deserved rest.

In October, Riverbend hosted its annual Wellness Fair virtually, bringing various wellness-related vendors to the screen to present their services to staff. On-site flu-shots were also made available. The month ended with a fun Costume Contest. Staff voted on the winner, who won a customized Riverbend fleece.

In November and December, when COVID numbers began to rise and staff once again pivoted their workflows to accommodate serving our population of clients safely, they were encouraged to focus on gratitude. Each site was provided a set of lights, ornaments and markers. Sites created wall decorations that could be hung with ornaments on which staff could write what they were grateful for.

In addition to these in-house Wellness initiatives, Riverbend worked with the Greater Concord Chamber of Commerce to offer Mental Health in the Workplace Webinars to the community, and worked with other community partners to coordinate Mental Health First Aid trainings.

appreciated, supported, cared for, encouraged and empowered to thrive in an environment that supports a healthy work-life balance and commitment to whole-person wellness.

RESIDENTIAL WELLNESS IN COVID RESTRICTIONS Residential clients at Riverbend’s three residential facilities rely on staff to create a safe and supportive environment. During a year that threatened physical and mental wellness for all, staff and clients were provided PPE, and clients were given regular testing and learned the importance of hygiene and handwashing.

In addition to physical health, it was important that staff and clients were able to maintain a sense of tradition. “For a majority of the year, clients were unable to have outside visitors,” said Annemarie Jalbert, Director of Residential Services. That meant clients had to meet with their doctors via telehealth and it put even more emphasis on creating a sense of community within the buildings.

“We did small groups outside. We brought in ice cream trucks so staff and clients could socially distance outside while sharing a treat. Staff helped prepare a Thanksgiving dinner at each facility, and we raised money through donations so clients could have a stocking and gifts on Christmas,” Jalbert said.

“We overcame a lot,” Jalbert said. “We adopted changes that we can carry forward, such as teaching clients to be respectful when someone isn’t feeling well. We communicated and developed policies as a team. I have to thank Riverbend for continuing to supply us with PPE to keep staff healthy and morale high. Ultimately, I am thankful that we made changes that resulted in none of our clients getting sick.”

2020 brought no shortage of wellness challenges. In 2021 Riverbend aims to ensure that staff are feeling 2020 ANNUAL REPORT

5

PROGRAM UPDATES NAVIGATING CHANGE

were in need of care.”

Madden said the success during these challenging times is attributable to the constant effort and ingenuity of staff.

“They are creative professionals who have embraced this opportunity to find out how they can best connect with clients. Some providers are even offering trainings on ways to engage. I can truly see that clients are responding to this dedication,” Madden said.

“In addition to their work, there are staff members who are facing personal challenges including working alongside their children who are remote learning or dealing with COVID positive cases in their homes. I applaud them for showing up focused and engaged with their clients.”

Madden said the support from the Board of Directors was a critical ingredient in the outcomes of the year. “We have a very strong board who asked what we needed and then provided it. This was critical for our success and as a new person coming in, was deeply appreciated.”

Lisa Madden, CEO, Riverbend Community Mental Health

REFLECTIONS FROM A NEW CEO Lisa Madden entered Riverbend as a new CEO during an unprecedented, challenging transition, and in her first six months, she has seen how the dedication of staff and leadership results in successful client outcomes.

“The team and the work that was done here prior to my arrival was absolutely remarkable,” Madden said.

Madden began in early May and was witness to the focus on telehealth, as well as on staff and client safety.

“The IT team worked endless hours to make sure everyone had the technology they needed. There was also a wellestablished Incident Command team to confirm we were doing everything we could do to make sure everyone was safe, including ensuring a supply of PPE and testing,” she said. “Ultimately, the goal was connecting therapists and community support providers to clients and families who 6

2020 ANNUAL REPORT

In the years ahead, and when it’s safe to do so, Madden said there will be a renewed effort toward growing our community programming.

“I strongly believe telehealth will never go away as a form of treatment option for those with challenges that prevent them from getting into an office. It’s an extremely important tool and it’s helping people get well and stay well. I believe it has saved lives. However, we also look forward to being back out and engaging face to face. This has been a tragic time in our community and our world. We have a high demand for services and we need to make sure that we can be available to support those we serve in a variety of ways.”

BRIDGING THE GAP - AN UPDATE ON THE BEHAVIORAL HEALTH CRISIS TREATMENT CENTER

At the beginning of the pandemic, Riverbend successfully moved into a predominantly telehealth environment.

However, many people initially avoided seeking mental health and substance use services. That tide has changed and

the behavioral health care system is seeing the anticipated surge in requests for care.

In fiscal year 2020, inquiries for services at Riverbend increased by 40%. Calls to the crisis line increased by 25%.

The number of people using the Behavioral Health Crisis Treatment Center (BHCTC) has doubled, and the Emergency Room at Concord Hospital is averaging 10 individuals each day who are waiting for a bed at New Hampshire Hospital.

Often, people who enter the behavioral health system after a crisis are underinsured, have no insurance, or find that Medicaid is not accepted by many behavioral health providers. Riverbend’s emergency services provide more than $360,000 in charitable care annually.

FINDING SUCCESS IN THE INTEGRATED DELIVERY NETWORK

As the demand for behavioral health services continues to rise, Riverbend is working to decrease barriers for individuals while addressing the ongoing concern of Emergency Room crowding. Both issues have become increasingly important during the pandemic as more people struggle and hospitals strive to preserve beds for the critically ill.

Director of Integrated Care, Katie Lipp, continues to believe that embracing the synergy between physical and behavioral health creates better outcomes, though funding for the Capital Region’s Integrated Delivery Network (IDN) - part of the Medicaid demonstration project - has been suspended during the pandemic.

Since May of 2019, the BHCTC has served the community as an urgent care facility for those in need of psychiatric and substance use disorder treatments. Not only does the facility lessen the burden of emergency rooms, it begins a continuum of care where clients can be connected with a mental health and/or substance-use treatment provider, and bridge services in the interim.

“We have more of an appreciation for this concept than ever and our hope is that when things stabilize we will continue to value and pursue opportunities to provide integrated care,” said Lipp.

“When somebody has it in them to say, ‘I’m struggling right now’, that takes a lot of courage and vulnerability. To be able to see people when they need it underscores the fact that ‘Treatment Works’,” said Jennifer Mulryan, Director of Psychiatric Emergency Services.

The phone line is always open and the BHCTC is designed to handle walk-in cases. Initially, the client is screened by a Masters-level Clinician with the support of a Peer Specialist, Case Manager, and Psychiatric APRN. If the screening is done over the phone, the Mobile Crisis Unit is deployed within one hour to provide a comprehensive assessment.

In addition to crisis stabilization, other services offered are group therapy, individual functional support services, case management, medication management, intentional peer support, and a bridge to treatment if the individual doesn’t have a primary treatment provider. Close collaboration with Riverbend’s Choices program ensures seamless access to a full range of substance use assessment, education, and treatment services. In some cases, individuals in crisis may be referred for inpatient hospitalization to ensure safety and stabilization.

One example is the commitment to universal screening for tobacco use, depression, and substance use. Across the IDN, the demonstration project helped to improve work flows, build connections between care providers’, and increase provider’s comfort and skill in treating these needs. As a result, most of those individuals who screen positive in those areas receive follow-up support within that same appointment.

“We are still working to infuse the notion of integrated care in all that we do. We’re adopting a policy for a tobacco and nicotine-free campus and incorporating tobacco screening and cessation support into all psychiatry visits. We are training direct care staff to understand the bidirectional impact of physical and mental health and the ways that they support their clients in getting their full care needs met. We are also working on increasing our communication to primary care physicians to facilitate more timely and direct updates on medication changes. Ultimately, we’re maintaining the awareness of the significance of integrated care so when the funding is reinstated it will be top of people’s minds.”

2020 ANNUAL REPORT

7

YOUTH INSPIRATION/LEADERSHIP WITH 2020 BEHIND US, WE’RE ONLY LOOKING FORWARD

THIS IS MY BRAVE – ELLIE, KATIE, FINNLEY In the effort to de-stigmatize mental health, there has been an emerging voice of advocacy from a group that seems to grow louder and louder each year: our Youth. The National Alliance on Mental Illness (NAMI) tells us that 1 in 6 U.S. children aged 6-17 experience a mental health disorder each year, and that suicide is the 2nd leading cause of death among people aged 10-34. As these numbers trend upward, so does it seems the effort of these youth to speak up for the mental health of themselves, their peers and their loved ones.

During Riverbend’s 2020 production of This Is My Brave – New Hampshire (a live mental health storytelling event that pivoted to a virtual experience due to COVID) we were fortunate enough to have three teens share their stories in the form of an essay, poem, and original dance.

Katie Langille, Finnley Allen and Ellie Langille all took to 8

2020 ANNUAL REPORT

the stage and showed us their brave and left the audience feeling inspired, knowing that the future of mental health advocacy is in great hands.

Katie Langille, This is My Brave NH 2021

Katie Langille, a 16-year-old and self-proclaimed “anxiety warrior” since the age of 7, opened the show with her rendition of “Brave” by Sara Bareilles. She followed with an original essay outlining her high school experience

handling her own anxiety, friends with suicidal thoughts, and her platform for Miss New Hampshire’s Outstanding Teen Program: The H.O.P.E. Project (Hold On, Pain Ends).

“Compared to other kids, my story is rather cushy. With therapy and a loving community, I’ve been able to take my anxiety by the reins and embrace it. However, so many people aren’t as lucky. Mental health services and education are so lacking and difficult to obtain, and the stigma that surrounds mental health is as strong as ever.”

Still, Katie holds on to hope. “As hopeless as middle school felt, I held on and my pain has started to end. Writing the rule book on how to be a teenager is an impossible task, so I’ve officially given up on looking for one. Instead, I’ve begun a task that may prove impossible, but will be worth it: how to show others that there is no perfect, and there is no rule book. Your journey is yours alone, but you do not have to go through it by yourself. Asking for help or admitting weakness is not cowardice. In fact I really think it’s my Brave.”

your words can make, the difference your presence can make, the difference you can make to one human life.”

Ellie, diagnosed with depression and anxiety around the age of 6, is passionate about normalizing the conversation around mental health. “I hope the audience takes away that having mental illness isn’t a bad thing and it’s something that should be normalized, and it shouldn’t be something that you hide or you are ashamed of. It should be something that you can talk about with so many more people than it feels like you can.”

Finnley Allen, This is My Brave NH 2021

Ellie Langille, This is My Brave NH 2021

Katie’s sister, Ellie Langille, also participated in This Is My Brave – New Hampshire’s 2020 production and brought a unique aspect to the show. Ellie, the youngest performer at 12 years old, danced her way across the stage to an original solo titled “Be Kind”. Her dance accompanied a spoken word piece, “How You Treat People Is Who You Are” by Freddy Fri. As Ellie’s shape on stage unfolded, the accompanying spoken word began with an audio series of heartbreaking news stories of teen suicide deaths, and slowly evolved into a message of kindness: “Be kind to each other. In a world where you can be anything, be kind. Choose to be the change you wish to see in the world… You will set the example, be kind. Because you never know how much that person is suffering inside. You never know the difference

Finnley Allen, an 18-year-old high school graduate, hoped that by sharing his story, others would understand that mental illness takes on many different shapes and forms.

In Finnley’s poem, “Something Isn’t Right”, he addresses his struggles with coming into his identity as a transgender individual alongside handling severe depression and anxiety.

“Coming to terms with being transgender and accepting my mental illnesses took me many years. I spent countless hours fighting and arguing with myself that it wasn’t true,” Finnley shared. “Finally, in my sophomore year of high school I hit my lowest point. I reached out and asked for help and have never looked back since. Asking for help was the best decision that I had ever made in my entire life. Letting my parents in and seeking treatment for my mental illnesses completely changed my life for the better.”

To hear more stories of bravery, visit www.thisismybrave. org.

2020 ANNUAL REPORT

9

2020 CHAMPIONS FOR MENTAL HEALTH

Emily Galeva & Brielle Paquette, Champions for Mental Health 2020 Award Winners

This year, the 2020 Champions for Mental Health Awards recognized the dedication of two local teenagers that are tirelessly working to reduce stigma and promote peer support networks for young people.

Brielle Paquette and Emily Galeva are New Hampshire high school students who recognized a lack of mental health services and awareness among their peers and have dedicated themselves to making a difference.

“Their passion, volunteerism, creative efforts, and dedication to mental health awareness is why we are proud to celebrate their efforts and award them as the

10

2020 ANNUAL REPORT

2020 Champions for Mental Health,” said Lisa Madden, Riverbend CEO. “We know the COVID-19 pandemic is impacting mental health and the need for services and support continue to grow. We need advocates of all ages and I truly believe the youth will be responsible for a cultural shift.”

Brielle Paquette is a Salem High Senior who created the Mental Health PSA “Mental Illness to Them.” The video garnered lots of support on social media and won a People’s Choice Award from the Magnifying Voices Film and Writing Competition. Brielle was also crowned Miss

Londonderry’s Outstanding Teen 2020. She created a platform called “You Are Not Alone, changing the stigma of Mental Health” and has joined a Mental Health Committee at her school, taken classes on mental health, and is continuing to create awareness videos.

Emily Galeva is a Lebanon High School student who recognized her peers struggling with mental health issues and decided she needed to get to work. Emily was determined to raise awareness of mental health issues and address the stigma that prevents students from getting help through her project, “Breaking the Stigma of Youth Mental Health in High Schools.”

“I would like to create a culture where students feel free to talk about mental issues and are supported by peers

in the schools,” she said. Emily has taken her message to high schools in New Hampshire and represented New Hampshire students at multiple state events and programs, including the Youth Summit in Concord, 99 Faces at Dartmouth-Hitchcock Medical Center, No Safe Vape on Facebook Live; the Extension for Community Healthcare Outcomes (ECHO), and more.

Through the ECHO project, Emily and her peers conducted online mental health awareness and help for area schools.

Congratulations to both recipients!

THANK YOU TO OUR CHAMPIONS FOR MENTAL HEALTH SPONSORS: WITHOUT THE SUPPORT OF OUR SPONSORS, THIS EVENT COULDN’T HAPPEN. TO EACH AND EVERY ONE OF YOU - THANK YOU.

Annual Sponsors Borislow Insurance Dartmouth-Hitchcock Signature Sponsors Harvard Pilgrim Merrimack County Savings Bank

Hosts NH Healthy Families Northeast Delta Dental Champion Sponsors TD Bank WB MASON Advocate Sponsors Concord Hospital Janssen Pharmaceutical

2020 ANNUAL REPORT

11

I’M LISTENING

MAKING WAVES - CENTERING MENTAL HEALTH IN RADIO CONVERSATION

Chris Ryan, Host of the“I’m Listening” Radio Show

Every Tuesday at 7:15AM, while most of us are in the midst of morning routines, you can find Chris Ryan, Paul Quitadamo and their featured guest on WKXL’s weekly Radio Show, “I’m Listening” - presented by Riverbend Community Mental Health.

Years ago, “I’m Listening” began as a self-described “free therapy session” for Chris Ryan, and one-on-one discussion with Riverbend’s former CEO, Peter Evers. Over time, it evolved into a show hosted by Ryan and former Riverbend Board Member, Paul Quitadamo, interviewing different guests each week on varying topics related to mental health. On their last show of the year in 2020, we caught up with Ryan and Quitadamo and decided to flip the script and interview them.

“It was an opportunity for me as an individual who’s always been interested in mental health from my personal perspective and also in my interest of the power of the mind. Whether it’s politics or sports, music or business – the mind is the most dominant factor in achieving results,” said Ryan.

“Mental Illness touches so many people, and the sooner that we can get to a place where we can acknowledge that and talk

12

2020 ANNUAL REPORT

about it in the same way that we talk about physical health situations, the better we’ll all be as a society.”

The guests on “I’m Listening” come from a wide range of professions, backgrounds and with varying areas of expertise. Over the course of 2020, guests have often included Riverbend Directors and Staff, Doctors, Clinicians, and Psychologists. And with many of the conversations circling around the unavoidable topic of the year: The pandemic.

As hard as these conversations can be, Quitadamo believes that COVID-19 has brought mental health issues more to the forefront of the conversation. “This pandemic, as hellacious as it’s been, has had some silver linings to it and I think one of them is a huge recognition of the anxiety and depression exacerbated by the lack of social encounters. It’s coming out that, yes, it’s not just something that ‘that guy over there’ is dealing with. It’s something that can happen to anyone. The open discussions, and the willingness of politicians to spend more on the treatment of mental health issues, are encouraging.”

The show also makes an effort to interview community members and explore how mental health relates to their line of work. Community guests this year included Concord’s Chief of Police, members of the Concord Fire Department, New Hampshire’s Bureau of Student Wellness, the Governor’s Recovery Friendly Workplace initiative, National Alliance on Mental Illness (NAMI) NH, the Concord Coalition to End Homelessness, and local clergy-folk.

For Ryan, it’s not just about having these conversations with community members who are in the spotlight, but also being able to speak to them on a more personal level. “The more real conversations we have with people who have been struggling, and the more that we can talk to not just people that are members of our community but prominent members of our community, and see if they’re willing to discuss their mental health - from elected officials, to business owners, to prominent people in entertainment - that to me is the gateway to the parity between mental and physical health care.”

Normalizing the conversation around mental health is one of the largest parts of the de-stigmatization effort, and seems to have the most lasting impression on both the hosts of “I’m Listening”, and the folks tuning in. Ryan believes that relatability is the most important key in any realm. “There’s a fear that exists.

A fear of being judged, a fear of the unknown with mental illness, and I think that creates a lot of walls for individuals. If you talk about mental health in a way that people understand, and they have gone through themselves, it’s completely different.”

Quitadamo echoed the sentiment that people who are able to talk about their mental health journey are examples that their condition is not something to fear and is something that, when treated, can allow for an extremely successful life after recovery.

When looking ahead to the future, Ryan and Quitadamo are optimistic about more conversations fueled by the next generation. As stated by Quitadamo, “I think that there’s a lot to look forward to and getting the message out that the youth are out there and they’re doing some work to try and make this a better place let’s showcase that, especially around mental health.”

You can listen to all of “I’m Listening’s” shows ondemand at www.nhtalkradio.com

Paul Quitadamo, Former Board Member of Riverbend

2020 ANNUAL REPORT

13

FINANCIAL & DONOR INFORMATION HEAR FROM JENNIFER GRIFFEY, RIVERBEND’S NEW CFO

“A significant benefit to our remote operations is that I have been able to establish relationships.

I’ve had the opportunity to drop in on staff meetings that I wouldn’t normally have been able to attend. I’ve participated in one-on-one meetings with all of the directors and been able to discuss their concerns for the future and how Finance can support them,” Griffey said.

When services transitioned to telehealth, there were unexpected surpluses from fewer mileage claims and a decrease in building maintenance.

That money was then used to provide employees with equipment to work from home.

In her work, Griffey is conducting financial forecasting sometimes on a weekly basis to keep on top of fluctuations during this time of unpredictability.

Jennifer Griffey, CFO, Riverbend Community Mental Health

Jennifer Griffey, Riverbend’s CFO, joined the team in August and has since seen impressive problem-solving, resilience, and success across the organization.

“What I’m really impressed with is that we’ve become very solutionoriented,” Griffey said. “We ask: what are the barriers that are preventing us and how do we break down those barriers?”

Riverbend was fortunate to receive Payment Protection Plan Funds to keep all 400 staff members employed, Griffey said. Communicating with the team and allocating funding has been an ongoing process.

14

2020 ANNUAL REPORT

“I’ve been so impressed by Riverbend’s adaptability to go from face-to-face to remote, and with the ability to manage cash flow, make changes, and keep an eye on the horizon.

Riverbend has been here for over 50 years and we are working to keep services viable for at least another 50. I’m so proud that they selected me to be part of the team. I’m proud to be here and to have the opportunity to move forward with them in the future.”

RESOURCE MANAGEMENT CONTINUE TO DIVERSIFY OUR REVENUE STREAM AND INCREASE PHILANTHROPIC SUPPORT

Financial Report

for the Fiscal Year Ending June 30, 2020 Public Support

Revenue Government Charitable Support Insurance Contracted Services Net Assets Released from Restric�ons

$4,654,122 $1,250,770 $24,332,689 $5,498,640 $102,264

Total Public Support & Revenues

$35,838,485

Expenses Children & Adolescents Psychiatric Emergency Services Adults Residen�al Choices (Substance Use Disorder Services) Administra�ve & Other

$5,314,639 $4,282,685 $15,310,878 $2,720,560 $2,362,418 $4,505,748

Total Program & Administra�ve Expenses

$34,496,928

NET OPERATING INCOME/EXPENSE Opera�ng Margin

$1,341,557 3.7%

State of NH

$1,877,726

Federal

$2,776,396

In-Kind Contribu�ons

$170,784

Dona�ons

$174,980

Other Public Support

$905,006

TOTAL

$5,904,892

Program Revenue Medicaid/Medicare

$21,741,342

Private Insurance

$2,133,776

Net Client Fees

$457,571

Contracted Services

$5,498,640

Net Assets Released $102,264 from Restric�ons TOTAL $29,933,593

Program Expenses

COMMUNITY BENEFITS

Riverbend provided $7,279,428 in non-reimbursed services to the community from July 1, 2019 through June 30, 2020.

Highlights: • Provided $2,887,111 in charity care to individuals and families in need of services.

• Provided $979,172 in emergency services to individuals and families in crisis.

• Provided $4,486,541 in supportive services to clients including housing assistance, medical health care, and consultation.

See the full report at riverbendcmhc.org

Children & Adolescents

$5,314,639

Psychiatric Emergency Services Adults

$4,282,685 $15,310,878

Residen�al

$2,720,560

Choices (Substance Use $2,362,418 Disorder Services) $4,505,748 Administra�ve & Other TOTAL $34,496,928

2020 ANNUAL REPORT

15

THANK YOU TO OUR SUPPORTERS THANK YOU TO THE FOLLOWING INDIVIDUALS, FAMILIES, BUSINESSES, FOUNDATIONS, AND COMMUNITY ORGANIZATIONS FOR SUPPORTING OUR MISSION BY INVESTING IN OUR PROGRAMS AND LENDING EXTRA SUPPORT THROUGH THIS EXTRAORDINARY TIME. THESE LISTS ACKNOWLEDGE GIFTS MADE TO RIVERBEND BETWEEN JANUARY 1 AND DECEMBER 31, 2020. PLEASE LET US KNOW IF YOUR NAME – OR THAT OF YOUR COMPANY, FOUNDATION, OR ORGANIZATION – IS MISSING OR PRINTED INCORRECTLY.

RIVERBEND LEADERSHIP CIRCLE Our leadership circle recognizes those who make cumulative gifts of $1,000 or more throughout the calendar year.

Visionary $20,000+ New Hampshire Charitable Foundation Collaborator $10,000-$19,999 The Boucher Family Fund of the New Hampshire Charitable Foundation*** Borislow Insurance Dartmouth-Hitchcock* Allan Moses*** $5,000-$9,999 Concord Hospital - Community Services Fund*** Harvard Pilgrim Health Care Merrimack County Savings Bank*** Rolfe and Rumford Donor Advised Fund of the New Hampshire Charitable Foundation* Glenn and Leslie Walker* Steward $2,500-$4,999 New Hampshire Healthy Families Northeast Delta Dental* W.B. Mason

16

2020 ANNUAL REPORT

$1,000-$2,499 Bangor Savings Bank Mr. and Mrs. John Barthelmes* Peter and Peg Blume** Frank and Debra Boucher* Mark Broth Canterbury United Community Church Dr. Dennis Card and Dr. Maureen McCanty* William L. Chapman Steve and Jane Cohen* Concord Female Charitable Society* Concord Hospital* Elvira F. Downs, MD** Finisterre Fund of the New Hampshire Charitable Foundation* First Baptist Church of New London Karen Green Duane Scott and Jennifer Hess* Robert Thomson and Lucy Hodder*

Janssen Pharmaceuticals, Inc** Karen Jantzen*◊ JH Spain Commercial Services, LLC* Dr. Bryce Lambert*** Nicholas Larochelle Heidi and Jerry Little Melinda Tobie Charitable Trust*** Chris Mumford New Futures Pratt Family Giving Fund* David and Mary Ruedig Family Fund of the New Hampshire Charitable Foundation* Gary and Carol Sobelson* Sharon Sweet*** Unitarian Universalist Church Cinde Warmington

Consecutive Years of Giving: *5+ years, **10+ years, ***15+ years, ◊365 Day Club Member

FRIENDS $500-$999 Anonymous (4) Drs. John and Julie Bassi** Peter Bender and Anne Margaret Ostberg Leslie Combs* Jeremy and Jaime Corwin**◊ Glenn and Susanne Currie** Dana Dakin Anthony and Martha D’Amato** Episcopal Church of New Hampshire Bob Friedlander and Jackie Winn Jennifer Griffey Dr. Randy Hayes and Mrs. Martha Clark** Camille Kennedy* Erick and Susan Leadbeater Karen Levchuk Mary Levesque Daniel Luker and Karen Slick* Thomas M. Madden Dr. and Mrs. Joseph Meyer Eric Moses Bill Norton Donald Pfundstein and Roberta Brunelle* John and Deborah Richey* Dr. Lon Setnik and Dr. Cynthia King*◊ Jeffery and Jill Savage** Jackie and Neal Stephany** Robert and Mary Bryan Terry** Annmarie Timmins Jack and Pat Weeks*** $250-499 Allegro Microsystems Dr. Hilary Alvarez and Alex Streeter** Ward and Margaret Bennett Roland Berube◊ Shane and Kim Brady C. Thomas and Margaret Brown Wayne and Patricia Castro Steven Chamberlin Barry Cox and Nancy Kane* James Doremus Christopher Eddy Denise Fairbank Steven Gordon and Lucy Karl Charles Gunn and Amy Patenaude** John and Roberta Hollinger Daniel Hudson John Judkins Dr. Robert S. Kiefner and Dr. Patricia Clancy Dale and Jayna Klatzker Brian and Heather Kraus Anne Levesque Douglas Lyon Douglas and Marcia Moran Robin Nafshi Chris and Tina Naimie Rebecca Parton Rodney and Carolyn Patenaude*** Pamela Puleo and Raymond Goulet

B&J Rosenfield Family Fund of the New Hampshire Charitable Foundation David Souter* Terry Sturke and Tom Bell**

Wesley United Methodist Church Jack and Lori Weston Thomas Weston Hope Zanes Butterworth**

$100-249 Anonymous (5) Jolen N. Aubin Emily Rice and Rick Axtman Andrea Beaudoin Corey Belobrow Monica Ciolfi* Davis and Sandra Clark Richard and Betty Colt* Jordy Cornog***◊ Dr. Michel Couret and Mrs. Nancy Jamrog-Couret Deering Community Church, United Church of Christ Bob Drew Lynn Durand and Jane Sullivan-Durand Nancy Egner Philip Emma and Luanne Morgan-Emma* Bruce and Janice Farenwald Cheryl Ferren* Carol and Dan Goodenough Brian Graf Greater Concord Interfaith Council Dr. David and Kris Green** Amira Grenier Kathleen Hall◊ Dr. Christian Hallowell and Ms. Cindall Morrison Melissa Hanrahan Doug and Judy Hatfield Rosemary Heard Bill Hickey Harry and Chris Kirsch*** Sheri LaBraney Michael and Mildred Lafontaine Denis and Pauline Laliberte Honorable Sylvia B. Larsen and Mr. Robert Larsen Deborah Lielasus◊ Susan Lunt◊ Lisa Madden Robert Maibauer** Shannon Mills, DDS Deane and Deanna Morrison Barbara Moses Sheila Mullen Bradley Osgood Ruth and Nick Perencevich** William Politt Robert Rabuck Kurt and Betsey Rhynhart William and Gail Rider** Michelle Rodonis◊ David Segal Peggy Senter James Snodgrass Brenda Stern-Roter Maureen and James Timmins John and Gail Weeks Robert and Binney Wells

Up to $99 Rob Aitcheson Marian and Tom Akey Mary Ann Aldrich Sandra Anderson Pam and Chris Bloch Kristin Thimme Cheryl Carter Noel Cassen Kenneth Chenette Dr. and Mrs. Mark Ciocca Moira Clark Danielle Cohen James Corcoran** Tim Cronin◊ Peter Daigle Janet and George DeVito** Kathleen Egan Doris and Mark Hampton The Rt. Rev.A. Robert Hirschfeld Howard and Katharyn Hoke Rachel Hudson David and Dorothea Jensen Beth Ketaineck Deepika Kuppa Denis and Pauline Laliberte Katie Lipp◊ Patricia Mahoney Jennifer and Christopher McCormack Frances McCrea Casey McFarland James and Susan Milliken Kelsea Modelane Ashleigh Mondoux Robin Moore and Susan Deforest Margaret Morrison Erin O’Connell Chris Ong◊ Thomas Perlet◊ Katie Peters David Preve Jr. Sheryl Putney* Sheryl Reasoner◊ Eugene and Irene Rudolph Gary and Susan Seidner Glenn Shepherd Cynthia Sherman Andrew Supplee* Gertrude Sutherland Sarah Sweet Arlene Taranow Kristin Thimme Melinda Wolfe and Russell Rattray Rebecca Wolfe Susan Wolfe

Consecutive Years of Giving: *5+ years, **10+ years, ***15+ years, ◊365 Day Club Member

2020 ANNUAL REPORT

17

IN KIND DONORS We want to give a special thanks to all the individuals, businesses, and community organizations that donated groceries, personal hygiene items, household supplies, and warm winter clothes for our clients. A very special thank you to everyone who made cloth masks or donated materials to our sewing brigade to ensure staff and clients have enough PPE.

RESTRICTED GIFTS Beth Sweet Fund Anthony and Martha D’Amato Harry and Chris Kirsch Robert Rabuck Sarah Sweet Sharon Sweet Children’s Program Elvira F. Downs, MD Thomas Perlet Pamela Puleo and Raymond Goulet Unitarian Universalist Church Choices Addiction Treatment and Recovery Services Unitarian Universalist Church Psychiatric Emergency Services The Boucher Family Fund of the New Hampshire Charitable Foundation First Baptist Church of New London Food Insecurity Peter Bender and Anne Margaret Ostberg

18

2020 ANNUAL REPORT

Concord Community Action Program Jeremy and Jaime Corwin Peter Engel First Congregational Church Stuart Franco Greater Concord Interfaith Council Kathy Hamilton Sarah Kohl Patty Levesque Caroline Levy Rabbi Robin Nafshi New Hampshire Food Bank

Alex Owen Gail Page Scott Pennington Pam Scarlett Janelle Tavares Temple Beth Jacob Emily Turcotte USA Vape, LLC. Wesley United General Fund (Grocery goods such as cereals, canned goods, pastas, crakers, peanuts) Carrie Whittimore Women’s Club of Concord

Parenting and Prevention Healthy Beginnings Endowment Rolfe and Rumford Donor Advised Fund of the New Hampshire Charitable Foundation Endowment After nearly 40 years of of leading Riverbend’s Finances, Allan Moses retired January 2020. He challenged all of us to grow Riverbend’s Endowment. Thank you to those who rose to the challenge and exceeded our goal.

Frank and Debra Boucher Jeremy and Jaime Corwin James Doremus Elvira F. Downs, MD Kathleen Egan Bill Hickey Daniel Hudson Rachel Hudson Karen Jantzen JH Spain Commercial Services, LLC Kelsea Modelane Ashleigh Mondoux Allan Moses Barbara Moses Eric Moses Bill Norton Bradley Osgood

MENTAL HEALTH AWARENESS

HONOR & TRIBUTE GIFTS In Honor of Hannah and Rico Dalton Kristin Thimme In Memory of David Drew Bob Drew In Honor of Peter Evers Rosemary Heard In Honor of Rabbi Robin Nafshi Greater Concord interfaith Council In Memory of Margaret C. Madden Thomas M. Madden In Memory of Beth Sweet Anthony and Martha D’Amato Harry and Chris Kirsch Robert Rabuck Sarah Sweet Sharon Sweet In Honor of Kristin Thimme Scott Bond

Core to our mission is improving behavioral health literacy by providing community wide educational programming to increase knowledge and reduce stigma. We are grateful to the following businesses, organizations, and individuals for partnering with us.

2020 Silver Sponsor Borislow Insurance Dartmouth-Hitchcock Champions for Mental Health Signature Harvard Pilgrim Health Care Merrimack County Savings bank Hosts Northeast Delta Dental NH Healthy Families Champions TD Bank W.B. Mason Advocates Concord Hospital Janssen Pharmaceuticals Mentor JH Spain Associates Jeffery and Jill Savage Rob Thomson and Lucy Hodder Main Street Banners Amerihealth Concord Community Music School Merrimack County Savings Bank NAMI NH New Futures TD Bank

2020 ANNUAL REPORT

19

PO BOX 2032 CONCORD, NH 03302-2032

NON PROFIT ORG. U.S. POSTAGE PAID Concord, N.H. Permit No. 763

COMM