Uptake and Experience of Mental Health Crisis Support at Adelaide’s Urgent Mental Health Care Centre
Tracks
Cullinan Room: In-Person Only
| Wednesday, June 4, 2025 |
| 1:50 PM - 2:10 PM |
Overview
Lainey Reynolds, Ashleigh Gallagher & Taila Leonello, Neami National
Presenter
Ashleigh Gallagher
Urgent Mental Health Care Centre – Clinical Lead
Neami National
Uptake and Experience of Mental Health Crisis Support at Adelaide’s Urgent Mental Health Care Centre
Abstract
The Urgent Mental Health Care Centre (UMHCC) in Adelaide's CBD provides an alternative to emergency department presentation for people experiencing a mental health crisis. With no referral needed and open 24/7, the UMHCC offers people immediate support in a calming modern environment staffed by clinicians and lived experience workers. Staff work together in a fusion model where clinical and lived experience perspectives combine to provide the best outcomes for guests. Lived experience workers make up 50% of the direct service delivery team and work in a transdisciplinary model with clinicians, nurses and doctors where all views of the guests' care are considered equally. The UMHCC service model and environment were codesigned from trauma informed principles and provides a unique offering in contrast to traditional mental health services. The UMHCC is delivered by Neami National in partnership with USA based Recovery Innovations who have extensive experience in delivering mental health crisis support. The UMHCC was established under the federal governments head to health initiative, with further funding provided by SA Health to deliver a 24/7, free service.
Three Key Learnings:
1. The value of lived experience in delivering modern mental health support
2. Demonstration of the "fusion model" in practice
3. Demonstration of a viable alternative pathway for MH crisis support other than an ED
Three Key Learnings:
1. The value of lived experience in delivering modern mental health support
2. Demonstration of the "fusion model" in practice
3. Demonstration of a viable alternative pathway for MH crisis support other than an ED
Biography
Bio not provided
Taila Leonello
Urgent Mental Health Care Centre – Peer Support Worker
Neami National
Uptake and Experience of Mental Health Crisis Support at Adelaide’s Urgent Mental Health Care Centre
Abstract
The Urgent Mental Health Care Centre (UMHCC) in Adelaide's CBD provides an alternative to emergency department presentation for people experiencing a mental health crisis. With no referral needed and open 24/7, the UMHCC offers people immediate support in a calming modern environment staffed by clinicians and lived experience workers. Staff work together in a fusion model where clinical and lived experience perspectives combine to provide the best outcomes for guests. Lived experience workers make up 50% of the direct service delivery team and work in a transdisciplinary model with clinicians, nurses and doctors where all views of the guests' care are considered equally. The UMHCC service model and environment were codesigned from trauma informed principles and provides a unique offering in contrast to traditional mental health services. The UMHCC is delivered by Neami National in partnership with USA based Recovery Innovations who have extensive experience in delivering mental health crisis support. The UMHCC was established under the federal governments head to health initiative, with further funding provided by SA Health to deliver a 24/7, free service.
Three Key Learnings:
1. The value of lived experience in delivering modern mental health support
2. Demonstration of the "fusion model" in practice
3. Demonstration of a viable alternative pathway for MH crisis support other than an ED
Three Key Learnings:
1. The value of lived experience in delivering modern mental health support
2. Demonstration of the "fusion model" in practice
3. Demonstration of a viable alternative pathway for MH crisis support other than an ED
Biography
I am a Peer Support Worker at the Urgent Mental Health Care Centre in Adelaide, South Australia. Over the past three years, I’ve had the privilege of combining my lived experience with professional practice to support individuals attending the centre. I am deeply passionate about embedding lived experience work into service delivery, and I strongly believe in the fusion model, which brings together clinical expertise and peer support to create a more holistic approach to care. Every day, I am reminded of the power of shared experience and the difference it can make in helping people feel understood, supported, and empowered. It’s an honour to be part of a team that recognises the importance of lived experience in shaping meaningful mental health services.
Mrs Lainey Reynolds
Urgent Mental Health Care Centre – Clinical Services Manager
Neami National
Uptake and Experience of Mental Health Crisis Support at Adelaide’s Urgent Mental Health Care Centre
Abstract
The Urgent Mental Health Care Centre (UMHCC) in Adelaide's CBD provides an alternative to emergency department presentation for people experiencing a mental health crisis. With no referral needed and open 24/7, the UMHCC offers people immediate support in a calming modern environment staffed by clinicians and lived experience workers. Staff work together in a fusion model where clinical and lived experience perspectives combine to provide the best outcomes for guests. Lived experience workers make up 50% of the direct service delivery team and work in a transdisciplinary model with clinicians, nurses and doctors where all views of the guests' care are considered equally. The UMHCC service model and environment were codesigned from trauma informed principles and provides a unique offering in contrast to traditional mental health services. The UMHCC is delivered by Neami National in partnership with USA based Recovery Innovations who have extensive experience in delivering mental health crisis support. The UMHCC was established under the federal governments head to health initiative, with further funding provided by SA Health to deliver a 24/7, free service.
Three Key Learnings:
1. The value of lived experience in delivering modern mental health support
2. Demonstration of the "fusion model" in practice
3. Demonstration of a viable alternative pathway for MH crisis support other than an ED
Three Key Learnings:
1. The value of lived experience in delivering modern mental health support
2. Demonstration of the "fusion model" in practice
3. Demonstration of a viable alternative pathway for MH crisis support other than an ED
Biography
My name is Lainey and I am currently the Clinical Services Manager at the UMHCC. I am an Accredited Mental Health Clinician with a masters in social work and undergrad in Psychology, Social Science. - MSW, AMHSW, B.A.SS
I have worked in Mental health for over 25 years within diverse services within the community. I have a strong focus on a strength-based approach believing in self-empowerment by highlighting their inherent strengths and capabilities. I am a firm advocate of narrative therapy, promoting individuals to reshape their own personal healing and growth. Over the years I have worked extensively with youths particularly in suicide prevention, supporting at risk individuals and promoting menta health awareness.
As a Manager at the UMHCC for the last four years, I have thrived working within the fusion model that provides a collaborative environment valuing the importance of the best outcome for our guest. Being part of a unique model of care and its progressive development has been inspirational personally and professionally.
