Building a culture of care: Towson University’s evolving model for student mental health

Student mental health needs are evolving, and Towson University has responded with a bold, forward-thinking model grounded in flexibility, inclusivity, and community-wide care.

In a recent webinar, Togetherall Chief Clinical Officer, Dr. Ben Locke, and Dr. Mollie Herman, Director of the Counseling Center at Towson, explored the university’s multifaceted approach to supporting student well-being – one that reflects the changing composition of its student body and the broader social, cultural, and clinical landscape.

From reactive to responsive: A shift in philosophy

When Dr. Herman began her career at Towson over 30 years ago, mental health services followed a traditional, siloed model: two intakes per week, unlimited sessions, and long waitlists. Fast forward to today, and the philosophy has shifted entirely. The Counseling Center is no longer a stand-alone solution but a part of a broader institutional commitment to mental wellness, equity, and access.

This transformation has been driven by a recognition that students come with diverse needs, identities, and preferences. Towson’s leadership embraced the idea that mental health care must be flexible and tailored – not a one-size-fits-all approach.

“Not everybody’s going to get an intensive experience of therapy [due to stigma around help-seeking or other reasons]… but everybody has a place to start.”  

–  Dr. Mollie Herman, Towson University

The Flexible Care Model: meeting students where they are

At the heart of Towson’s current strategy is the Flexible Care Model. This structure was developed to provide rapid, strategic, and personalized support through same-day, 30-minute sessions – either booked online or by phone. These sessions are designed to give students:

• Immediate attention to the issues that brought them in,
• A personalized plan for next steps, and
• A menu of care options that suit their needs and comfort levels.

Students may choose to continue with traditional one-on-one counseling or explore a range of resources like identity-based support groups, psychoeducational workshops, psychiatry, or external digital services such as Togetherall, and Protocall’s Help Now and Boost. This adaptable framework supports autonomy while reducing barriers to care.

“Knowing that students will be reached out to… and that there’s this tight connection between Togetherall and Protocall, the persistence of the efforts – it just feels like we’re a team that’s really providing a lot of support in a way that none of us could as individuals.”

– Dr. Mollie Herman, Towson University

Togetherall’s key impact within the higher education space

“There is something accessible and available for students whose cultural background or experiences might mean that the barriers to coming into the counseling center for help are just too much.”  

–  Dr. Mollie Herman, Towson University

• Early engagement: on average, 92% of students who used Togetherall were not actively seeking help elsewhere. We reach those who are quietly struggling – offering a low-barrier, anonymous way to begin engaging with mental health support.
• Retention support: 1 in 5 Togetherall users reported that the platform helped them remain enrolled. For institutions, this means improved student outcomes – and significant financial return. Retaining anywhere from 3-5 additional students can offset the full cost of investment in Togetherall.

An example of risk-managed escalation on the platform

In the webinar, a student escalation case highlighted how Towson University’s layered mental health system effectively managed a high-risk situation. A student posted on Togetherall about suicidal thoughts with intent, triggering a clinical escalation. Despite initial challenges in reaching the student, Togetherall’s team continued outreach and involved Protocall, their crisis response partner. Through multiple follow-ups and the use of IP tracking, the student was located by campus police and safely taken to the hospital.

“Our clinical philosophy includes this duty of care switch. When a student tips into risk, it tips off a duty of care on my team… and we hold onto that student until we confirm handoff.”

– Dr. Ben Locke, Togetherall

After discharge, the student received support from Towson’s Student Outreach and Support team and independently followed up with the Counseling Center. Dr. Herman emphasized that while Togetherall isn’t a suicide prevention tool, its real-time monitoring and collaboration with Protocall made a critical difference. The case demonstrated how Towson’s responsive, tech-integrated model can identify, escalate, and support students through crisis with urgency and care.

“This is such a beautiful example of how Togetherall, even though it is not a suicide management platform, provides that safety net. The student was at really high risk and had already attempted suicide. So, it feels like a real success having these various levels of support built in.”

– Dr. Mollie Herman, Towson University

Building a campus-wide culture of wellbeing

A defining feature of Towson’s approach is its commitment to building a “community of care.” This vision expands mental health support beyond the Counseling Center by embedding it into the fabric of campus life.

Faculty and staff, often the first line of contact for struggling students, are being brought into the fold through required trainings like QPR (Question, Persuade, Refer), Mental Health First Aid, and specialized workshops co-developed with Towson’s Student Outreach and Support team. The goal? Empower non-clinical staff to recognize distress, offer support, and connect students to appropriate resources.

As Dr. Herman shared during the webinar, “It doesn’t take a professional to support a student in distress – it takes a caring community.”

Digital solutions for a 24/7 student experience

Understanding that students want support on their own schedules, Towson has adopted digital tools that offer round-the-clock access. Platforms like Togetherall provide anonymous peer support moderated by licensed mental health professionals, while Boost delivers self-guided cognitive behavioral therapy content. Protocall’s HelpNow ensures students can reach a clinician even at 3 AM on a holiday.

These services not only improve access and responsiveness – they also help reduce the burden on campus staff and ensure that care is continuous, even when the Counseling Center is closed.

Reflecting and serving a diverse student body

Towson’s evolution isn’t just about delivery models – it’s about representation and equity. With 57% of its student population identifying as racial or ethnic minorities, Towson has made a deliberate effort to reflect and support the diversity of the Baltimore community. This includes offering culturally responsive care, identity-affirming support groups, and recognizing the systemic barriers that some students face in seeking help. This mirrors Togetherall’s mission of reaching students who are typically deterred from help-seeking due to fear of stigma and judgement.

A vision for the next decade

Towson’s long-term mental health strategy is grounded in the belief that no single department can meet student needs alone. Instead, the university is focused on strengthening campus climate, engaging every layer of the institution, and continuing to diversify its care offerings.

As Dr. Herman noted, “The Counseling Center cannot do it alone. Reaching every student requires that faculty, staff, and peers see this as their shared responsibility.”

Final Thoughts

Towson University’s approach serves as a model for institutions looking to move beyond the clinic and build a comprehensive, student-centered mental health ecosystem. With a strong foundation in flexibility, equity, and campus-wide collaboration, Towson is showing what it means to not just support students – but to truly care for them.

About Togetherall     

To date, Togetherall is available to 4.5 million students worldwide at more than 350 colleges and universities. Togetherall is the leading clinically managed, peer-to-peer, online support community where students can share what’s on their minds, anonymously, safely, and in-the-moment, 24/7/365. Students can connect through shared lived experiences with a global network of peers, backed by the safeguarding of real, live, licensed clinicians overseeing the community around-the-clock. These clinicians empower individuals in peer support and foster and maintain a safe, vibrant environment.      

If you are interested in offering safe and scalable ways to support your students’ mental health, contact us to find out more about Togetherall’s online community.     

Also check out our dedicated page to Protocall x Togetherall integration, and how the two services work in harmony.