PACT Families Listening Session_11.2.26.pdf

Executive Office of Health and Human Services

PACT Families Listening Session

November 2, 2026

2Confidential – for policy development purposes only |d

AGENDA 11/2/26

1. Introduction

2. Family Role

3. Treatment Planning

4. Communication

5. PACT Services

6. Outcomes

7. Open Forum

3Confidential – for policy development purposes only |d

INTRODUCTION: LISTENING SESSIONS

• DMH is conducting this listening session as preparation for the reprocurement of statewide

PACT and Forensic PACT (FACT) services.

• As part of DMH’s research and planning process, we’re seeking feedback to better understand how family members work with PACT Providers, what their needs are, and how effective they feel PACT is in helping their family member.

• Following this listening session, DMH will accept written feedback of no more than three (3) pages per organization. Written feedback must be submitted via COMMBUYS* or to

Michael.Stepansky@mass.gov no later than 5:00PM November 3, 2026. Feedback may pertain to any aspect of PACT or Forensic PACT services and does not need to adhere to the questions presented in this slide-deck or posted to the notice in COMMBUYS.

• Slides will be available on COMMBUYS following this session.

• Recording Listening Sessions is prohibited.

• DMH will not be responding to questions about PACT procurement at this time.

mailto:Michael.Stepansky@mass.gov

4Confidential – for policy development purposes only |d

INTRODUCTION: PRIVACY

• In order to protect the privacy of people receiving services, participants are asked to minimize any information that could be used to identify your family member.

• Information disclosed here will be kept confidential by DMH – client and PACT provider names and will not be used in any summary of listening session feedback.

• Participants are asked to not disclose personal information overheard during this session once the meeting has ended.

• Feedback from participants will have no impact on the services family members receive (to the extent there is no risk to personal safety).

5Confidential – for policy development purposes only |d

INTRODUCTION: PACT SERVICES

• PACT is a comprehensive, multi-disciplinary service for individuals with serious mental illness who struggle in multiple areas of life and need a high level of support. The effectiveness of the

PACT model is supported by research (i.e., an “evidence-based practice”).

• DMH currently contracts for twenty-two (22) PACT teams and three (3) forensic PACT teams.

Services are provided in contracts serving fifty (50) or eighty (80) persons at a time, or fifty-five

(55) persons in Forensic PACT, which includes a five-bed group home. DMH also operates one PACT Team in the Southeast part of the state itself.

• PACT operates in all five DMH Areas. Forensic PACT operates in the DMH Western and

Northeastern Areas.

6Confidential – for policy development purposes only |d

Do you feel like you have a role providing support to your family member?

a) What are some of the areas in which you provide care or support?

b) Do you feel like you are asked to do too much by the PACT Team?

Or would you like to have a more involved role?

FAMILY ROLE

7Confidential – for policy development purposes only |d

1. Have you ever been invited to participate in a meeting to develop your family member’s treatment plan (Community Service Plan/CSP)? If yes, what has this been like? Do you feel your input is valued? Are there other ways you’d like to contribute to your family member’s plan?

2. Have you ever disagreed with PACT about a goal or service your family member receives (or doesn’t)? If yes, how was this resolved?

3. Do you feel like the plan is reasonable and appropriate and reflects what your family member wants?

TREATMENT PLANNING

8Confidential – for policy development purposes only |d

COMMUNICATION

1. Can you give an example of a time when communication worked well and a time when it could have been better?

2. How easy is it to reach PACT when you have a question or concern?

What are some examples of why you might reach out to PACT?

3. How frequently or under what circumstances should PACT Teams reach out to families? What has your experience been in this area?

4. Have you ever received a satisfaction survey or been asked to give feedback by the PACT Team?

9Confidential – for policy development purposes only |d

PACT SERVICES

1. From your perspective, does your family member have needs that are not being addressed? Or not being addressed adequately?

2. If yes, what are they and what do you feel would help?

3. Have you learned anything new about your family member’s illness as a result of working with PACT? Have you changed anything about how you interact with them as a result of this?

10Confidential – for policy development purposes only |d

OUTCOMES

1. From your perspective, what does success look like for your family member in PACT?

2. As a family member, what would make you feel confident that your family member is ready to be discharged from PACT?

11Confidential – for policy development purposes only |d

GENERAL FEEDBACK

What have we missed?

What would you like to add?

12Confidential – for policy development purposes only |d

THANK YOU for your time and your feedback!

If you have additional thoughts, comments, & feedback, please email DMH by November 3rd at:

Michael.Stepansky@mass.gov or submit directly to COMMBUYS* mailto:Michael.Stepansky@mass.gov