The Responses

ARETA CROWELL / Director of Mental Health, Los Angeles County

We regret that an incident such as the one described could ever occur to anyone seeking help. The department’s efforts have always been focused on the delivery of compassionate, humane care.

I believe, most of the time, the public mental health system responds with compassion and respect. Staff are committed to providing help whenever it is needed.

Complaints offer the opportunity for self-examination and collaboration to improve. Whenever we hear the system has failed in its commitment to clients and the community, every effort is made to understand the problem and respond to it in a timely manner. Our mental health professionals appreciate that it is often family or friends who are the first “providers” of mental health care.

Department representatives have contacted Ms. Naehu to offer assistance, and we understand the person is now receiving care. Hopefully, the outcome of this effort will be positive. Every effort is made by the department to assure culturally sensitive and linguistically appropriate services are provided throughout the county.

One problem this story highlights is the difficulty people have in finding appropriate resources. The department has an 800 information/crisis line. Because of this report, we will increase the efforts to disseminate that number. It is (800) 854-7771.

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LYNN BRANDSTATER

Executive director, Verdugo Mental Health Center

I am deeply disturbed by your account of the unfriendly response and rude behavior from my agency’s staff. Verdugo Mental Health Center serves 4,000 clients each year. For many, the agency is literally their lifeline. We never know if the next call is from someone for whom we might be the only link to help.

Each client is our customer, worthy of respect and caring. All staff are trained to incorporate this ethic in their work.

I am conducting a full investigation of your report. I will take all steps necessary to guarantee we serve our community’s residents with professionalism and dignity.

I am heartened to know your diligence resulted in locating an agency to help your neighbor. I suspect, however, a less-skilled individual with less resources might not persevere and would fail to find the high quality of care that is available.

The Los Angeles County care system is overburdened by need and not adequately funded to care for the growing number of residents turning to us for help. That is no excuse for the poor responses you experienced. But it does send a signal that we need to advocate for those least able to articulate their needs.

I am committed to make that happen and commend you taking the time to report these incidents. I hope you and your neighbor accept my apology and trust this agency’s commitment to our community.