Team Spotlight: Darling DaSilva Ortiz, OMH Suicide Prevention Program/Benefits Access Case Manager
This piece is part of a series of spotlights on our New York State Office of Mental Health (OMH) Suicide Prevention Program (SPP) team members at Pan American International High School and Civic Leadership Academy. We asked each team member 1) why this work is important to them and the people they serve, and 2) to describe a memorable moment or client that stands out to them about why they do this work.
My work is important to me because every day I have the opportunity to make a meaningful difference in the lives of individuals and families who are navigating some of their most difficult moments.
Many clients come to me after struggling to find help elsewhere. Some have felt dismissed, unheard, or as though no one truly took the time to understand their circumstances. Being able to change that experience for someone is incredibly meaningful to me. Whether I am helping a client complete an application, connecting a family to resources, explaining a process that they have struggled to understand, or advocating for someone who simply needs guidance, I want every person I work with to feel that someone genuinely cares about what happens to them. If the work I do can help a family access food, health insurance, child care, housing resources, mental health services, employment opportunities, or another form of support that brings even a little more stability into their lives, that is incredibly rewarding to me.
I am also grateful for the team I work alongside. I believe we complement one another because each person brings something important to the work we do. We may support our clients in different ways, but, ultimately, we are all working toward the same purpose. Each of us does our part to serve as a bridge between our clients and greater stability, support, and well-being.
What makes this job especially important to me is that I believe there is a difference between helping someone because it is your job and helping someone because you genuinely care about the outcome. I never want the people I serve to feel like they are simply another application, referral, case, or number. Behind every case is a person, a child, a parent, or an entire family trying to get through a difficult period in their lives.
One of the most memorable clients I have worked with is a young mother I met in November 2025 through our school-based OMH Suicide Prevention Program. She was still in high school, caring for her six-month-old daughter, and trying to navigate many responsibilities at a very young age. From the beginning, I could see how hardworking she was and how determined she was to create a better future for her daughter. Over the following months, I helped connect her to several resources and benefits, while also encouraging her to become more independent and learn how to advocate for herself. After she graduated from high school, I followed up with her and discovered that she had been unable to access her SNAP (food stamps) and Cash Assistance benefits for several months and was at risk of losing them. She had tried to resolve the issue herself but to no avail. I scheduled an in-person appointment with her the day before her services were potentially going to get cut off. After working through several challenges, resolved the issue, completed the necessary paperwork to maintain her benefits, and restored access to both her food and cash assistance. When she realized she could finally purchase groceries and necessities for her daughter, she became emotional with relief and gratitude. We were so happy that we celebrated together by jumping in happiness in my office.
That moment reminded me of why I do this work. Sometimes case management requires patience and persistence, especially when solutions depend on systems outside of our control. Knowing that I could help this young mother feel supported, become more independent, and provide for her daughter made all of those challenges worthwhile.
