Advocacy Services

Voice and Vision teams interview people receiving services from the Mental Health, Drug & Alcohol, or Developmental Disability system to ascertain if those services are meeting people's needs.  County Officials, insurance companies, and others with influence in Bucks and Chester Counties use information we gather to help them evaluate the quality of services and make improvements where needed.    

Field Staff Specialists (trained interviewers) with lived experience offer the opportunity for people to share their voice through surveys, interviews and focus groups.  Each survey or focus group concentrates on at least some of the following categories:  quality of life, perception of service delivery, satisfaction with services and supports, community integration, access, choice, dreams of the future, participation in developing goals/plans, resiliency, recovery, relationships, what’s working well and recommendations for improvements.    

Voice and Vision has four teams who conduct the Advocacy Services:

Bucks and Chester County C/FSTs (Consumer/Family Satisfaction Teams) and Delaware County M/FST (Member/Family Satisfaction Team) conduct interviews and focus groups with youth, adults and families receiving mental health and drug &  alcohol services.

Bucks County IM4Q (Independent Monitoring for Quality) interviews individuals who receive services from the Developmental Disability system and their family members. 

The C/FST, M/FST and IM4Q emphasize the following principles in all their activities:

every person has value and has the right to be heard and listened to
every person can achieve a life of meaning and purpose
every person brings strengths that they use to live out their dreams and face challenges in their life
good treatment and support begins with identifying a person’s strengths and vision of the future.  For the system, discovering what works can improve services and supports more than focusing on what doesn’t work
Person & Family
people know best what works for themselves and/or their family member
health and wellness is best achieved when all the areas of a person’s life is supported (mind, body, spirit, soul)
Another component of Advocacy Services is education.  We provide information to families and individuals about how to access resources and navigate the behavorial health (mental health and drug & alcohol) or developmental disability system.  At times and in certain circumstances, we can offer advocacy services to individuals and families, so their individual needs are addressed. 

A change that was made in one individual's life after a monitoring visit from the IM4Q:

Bob wanted a paying job, specifically with plants or at a gardening center. The IM4Q encouraged Bob's Supports Coordinator and team to complete a community-based work assessment and focus on a job incorporating his interests. As a result, Bob was able to obtain a job working at a farm where he weeds, waters, and trims flower beds. He is loving the job and was quickly moved from 2 days a week to 3!

Please email Susan Benzie (Bucks and Delaware Counties) or Kelly Frizen (Chester County) for more information about C/FST and M/FST services: or   For more information about the IM4Q, please email