Breaking the Crisis Cycle 

Imagine this: A family is struggling. Maybe it’s financial stress, or a parent dealing with depression, or a child acting out at school. The family doesn’t know what to do and there is nowhere they can turn. So, the family gets no help. The stress builds. The problems escalate. Eventually, they’re back in the system—but now with a finding that requires Division of Child Youth and Families’ (DCYF) involvement. 

 In New Hampshire, state involvement through the Division for Children, Youth, and Families (DCYF) usually only happens when there is clear risk of harm or imminent danger.  

 But what about families experiencing a crisis that do not meet that threshold?  

Until four years ago, this cycle repeated countless times across New Hampshire. But Waypoint (New Hampshire’s first child protection agency) saw an opportunity to rewrite this story entirely. 

The Numbers Tell the Story 

Four years after launching Community-Based Voluntary Services (CBVS), the results speak for themselves: 

• 3,582 families referred to and then connected to our services 

• 1,868 families actively engaged with Waypoint 

• 270 families served in year one → 585 families served annually now 

• 600 annual referrals initially → 1,000 annual referrals today 

• A 73.4% increase in the number of clients who completed* the CBVS program (*participated for the full 6 month period) 

This isn’t just growth. It’s proof that New Hampshire needed a reset in how we approach child welfare. 

Pioneering Prevention 

After years of advocacy from Waypoint and other providers pushing for more preventative services in 2019, DCYF issued a call for proposals for programs to support families before they enter the formal child welfare system. Waypoint answered that call with a new approach, becoming one of the state’s first providers to pilot this program. 

“This was uncharted territory,” said Caryn Lemay, Waypoint’s Director of Family Preservation and Strengthening services. It is a lot of work to build and design a program from the ground up. But we had a real team who were invested in the model and in prevention.” 

The innovation got to the heart of the system issue: What if, instead of waiting for families to reach crisis, we caught them earlier? What if we offered help to struggling families—preventing the escalation that leads to deeper system involvement?” 

The Challenge of Creating Something New 

Building a prevention program from scratch meant navigating the unfamiliar. Even DCYF staff were initially unclear on when to refer families given this new approach. Families were understandably wary of a program connected to the child welfare system. 

“It can be a challenge for families to trust the system,” recalled Shannon Moore, a Family Support Worker. “To see our partnership with DCYF and have that transition to voluntary support with us. Building trust and making it clear we work together, but we are not the same, took time.” 

Initially, staff were hired with minimal experience under the assumption that prevention work would be lower intensity. Early hiring assumptions proved wrong.  

“We had a lot of turnover at the start,” Caryn says. “The work is really hard, and staff need a solid foundation. But we learned, adjusted, and started hiring people who were better prepared.” 

These growing pains led to crucial insights that strengthened the program’s foundation. 

“Launching a program from the ground up has its ups and downs and learning curves and figuring out. It’s not perfect,” Caryn acknowledged. “It’s always a work in progress. But I think this program is thriving.” 

Innovation Based on Evidence 

What makes CBVS work isn’t just good intentions—it’s the strategic combination of two practices: evidenced-informed Solution-Based Casework (SBC) and evidenced-based Motivational Interviewing (MI). 

“SBC gives staff a framework of what they need to do to help families get to a certain place, and Motivational Interviewing is the language to build on that and get families to talk change,” explained Jacob Dolan-Bath, a CBVS Supervisor. “With just one, we would not be able to help families move forward in six months. Combined, these two evidence-based programs make sure we can really help families move forward in the timeframe.” 

But the real innovation lies in three key elements that set CBVS apart: 

• Flex Funds provide immediate, practical support—covering utility bills, groceries, or rent assistance. This immediate relief builds trust and stability that makes deeper work possible.
• Family-led planning ensures families collaborate to address safety, setting their own goals and maintaining ownership of their journey. Unlike mandated services, CBVS is entirely voluntary.
• Warm handoffs from DCYF mean families already have a relationship when services begin, reducing anxiety and resistance. 

“We’re not going in saying, ‘Here’s what you need to fix or else,'” Shannon explained. “We’re saying, ‘What do you want to work on? How can we help?’ That makes all the difference.” 

Proof of Concept 

Over the past four years, CBVS has proven effective, particularly with families with moderate risks. And families are happy to have this support.  

 “We’ve had people say, ‘My friend worked with you and had a great experience. I want to enroll, too.'” Shannon noted. 

Even more telling, Shannon observed, “Most families who complete the program aren’t returning to the system. In my eyes, it’s definitely working.” 

DCYF has also taken notice. What began as a program primarily for high-risk families has expanded to serve moderate-risk families statewide—a recognition that prevention works across risk levels. 

One of CBVS’s greatest strengths is the collaborative relationship with DCYF. The two organizations have worked hand in hand: adjusting eligibility, refining processes, and improving family engagement strategies.  

“We’ve built something special,” Tammy Boucher, a Senior Manager said. “And when we go to the state with feedback or ideas, they listen. It’s a partnership unlike anything we’ve had before.” 

The 67% increase in referrals (from 600 to 1,000 annually) demonstrates that DCYF workers increasingly see CBVS as a valuable tool, and that trust in the program has grown throughout the system. 

What’s Next 

Four years in, CBVS has proven that prevention isn’t just possible; it’s transformative. Looking ahead, Waypoint plans to keep evolving the program, responding to what families need, and exploring broader access. 

The program continues evolving, with leadership exploring broader access possibilities. 

 “Eventually, I’d love to see it open to low-risk families, or even self-referrals,” Caryn says. 

CBVS represents more than a successful program: the landscape of child welfare in New Hampshire has fundamentally changed. Families no longer have to endure a pattern of crisis to get help.  

“Our goal is for families to never need DCYF involvement,” Caryn said. “And if we can keep them from reaching that point through early support—that’s success.” 

Prevention in NH is no longer just an idea. It’s reality.