Fast Facts 

Mental health can seem mysterious, and popular depictions in movies and on TV don’t exactly help. This mystery can contribute to barriers to accessing care, especially when people need it the most – during a mental health crisis. 

At WellPower, we’re proud of the crisis support we provide at our 24/7/365 Walk-In Crisis Center (WIC), which operates as an alternative to the emergency department or 911. 

So, we thought we’d stop by the WIC to see what crisis mental health support actually looks like at WellPower. 

What Happens at a Walk-In Center 

First, we wanted to get an idea of the nuts and bolts of the WellPower WIC, including – very importantly – what it actually looks like inside. Is it a dark, dingy office building? A drab, stuffy medical clinic? 

Nope. It’s colorful and welcoming, with plants, art and empathetic people greeting everyone who comes through the door. 

Mica Stone-Reinig, LPC, program manager at the WellPower WIC, was our guide for this part of the tour. She introduced us to the building and some of the incredible staff who work there, starting with Kendall. 

Kendall Hanson, project coordinator, provides administrative support and keeps everything moving smoothly. Hanson walked us through what a typical visit to the WIC looks like. 

“The goal of the check-in process is to really understand your needs today and find out how we can best support you,” she said. 

After a quick safety check at the door and filling out some information on the lobby kiosk, you’re met by a team that helps you move through the crisis toward more control and stability. 

First is a peer specialist – someone who has been through a crisis themselves and deeply understands the experience of navigating one. They can offer insights and answer questions from their unique perspective, right off the bat. 

Next is a nurse who checks how you’re doing physically, to see if you need anything to support your physical well-being. 

Once your physical health has been addressed, you then meet with a therapist who does therapy with you right there and works with you to create a support plan for when you leave. 

And what does this in-the-moment therapy actually look like? Ciara Zayas, MS, explained. 

Urgent Therapy at a Walk-In Crisis Center 

“For most people who walk through our door, we work together to address their crisis, and help them feel lighter, get them connect to resources or any other supports, and just help them feel more in control,” said Zayas. 

The goal is to help the person navigate the initial crisis and then have an idea of next steps, so it’s not just a one-off that doesn’t address long-term health. 

“When someone leaves here we make sure we’ve made a plan together,” explained Zayas. “Within 24 hours we do a follow-up call just to check in to make sure that you’re feeling OK, and to see if there are any follow-up resources you might need.” 

“And what if I just need to get something off my chest and I just need someone to listen to me?” Stone-Reinig asked. 

“We’re definitely here for that,” replied Zayas. “If you just want to come in to talk, a little bit of a therapy session, 100% OK, too. There’s no problem too small.” 

How Much Does Crisis Support Cost? 

One of the most common barriers to accessing healthcare in general is cost, with many medical specialties – particularly emergency or urgent care – resulting in the biggest bills for patients. How does WellPower’s WIC compare? 

“We serve everyone regardless of insurance or ability to pay,” Hason explained. “If you have insurance, we’ll take it. If not, no problem at all – you will not receive a bill from us, regardless.” 

That’s right – no one who comes to the WIC receives a bill from WellPower. Full stop.  

What Constitutes a ‘Crisis’? 

Many people in a mental health crisis delay care because they don’t believe their situation is serious enough to warrant it. That hesitation is often the barrier, not access. 

For the next leg of our tour of WellPower’s behavioral health crisis services, we sat down with Ellen Todd, director of crisis services, to find out more about what kind of mental health crisis is “serious enough” to warrant coming to the WIC. 

“When someone is in crisis, one of the biggest fears that they experience is that ‘Things will always be like this – I’m always going to be having panic attacks. I’m always going to have these racing thoughts. And it’s just never going to get better,'” 

 Said Todd. “And that’s not true. I’ve seen change. Even though it is really, really difficult at times, we don’t stay there forever.” 

So, what does a mental health crisis look like for the average person? “A mental health crisis is really when you’re feeling so overwhelmed and your current coping mechanisms are no longer working,” Todd explained. “It’s a signal that’s alerting you things aren’t functioning the way you want them to be functioning. It’s time to maybe reach out and get support.” 

There is a common misconception around crisis that it has to involve active suicidality. “But that’s not true,” Todd said. “If you know that you are struggling and that you need help, we are here to support you.” 

Support at the Crisis Center is All Driven by You 

Coming in is your choice, and you help shape what happens next. Nothing about your care is decided without you. If the team ever recommends a higher level of care for your safety, it’s talked through with you, never a surprise. Your voice stays part of every conversation. 

A caring team takes a whole-person approach, helping you move through the crisis toward stability and building a plan for what comes next. That plan can involve ongoing care within WellPower, from therapy to psychiatry to substance use treatment, or out to community resources like housing, food and case management, with a follow-up call within 24 hours. 

“Our goal when everyone walks out of the door is that they received in-the-moment support and they know what the next steps are,” Todd explained. “How do we get you to the next day? How do we get you through the next week, until you’re at the place where you’re no longer in that dark tunnel anymore.” 

How to Get Urgent Mental Health Support 

“If you or someone you know is going through a crisis, I want you to remember that a crisis doesn’t last forever, and that you don’t have to do it alone,” offered Stone-Reinig. “We have professionals here at the Walk-In Center 24/7 to support you with your needs.” 

Anyone is welcome to come to WellPower’s WIC. We’re open 24/7/365 at 4353 E. Colfax Ave. in Denver. No appointment, referral or insurance needed – it truly is walk-in, wherever you’re coming from. 

Find out more about the WIC at wellpower.org/crisis. 

For 24/7/365 support via phone, you can call or text 988 or live chat at 988Colorado.com to reach a real person with the Colorado Mental Health Lifeline. 

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