Caitlin Casey, M.A. Email & Phone Number

ProtoCall Services, Inc. is the nation’s leading third-party provider of specialty clinical call-center services and digital tools to the behavioral health field.Formally established in 1992, ProtoCall’s customers include community behavioral health providers, employee assistance programs, university counseling centers, and managed behavioral health organizations. ProtoCall answers calls on behalf of more than 350 organizations who all look to ProtoCall’s call center services and digital tools to provide a level of access and coverage that they typically could not otherwise afford.ProtoCall employs over 200 of the best and the brightest including at least 85 Masters and Doctorate Level clinicians. ProtoCall regularly receives accolades for our outstanding organizational culture. Most recently receiving the "Top Workplace 2022" award for the state of Oregon.

Rochester, New York, United States

-Supervise all communicative technology for the 211/Life Line (211/LL) Program-Ensured contact center staff met or exceeded established standards for service delivery according to the standards of the American Association of Suicidology (AAS), the Alliance of Information & Systems (AIRS), and the International Council of Helplines by following all policies and procedures associated with all contracts/hotlines.-Provided clinical oversight, care, and support to staff regarding delivery of crisis intervention and counseling services.-Participated in the creation of contact center policies, procedures and contributed to assuring policies and procedures are followed.-Monitored and prioritized workloads to handle chat volume and adjusted work assignments appropriately to ensure amble coverage.-Initiate, research, and recommend process and workflow enhancements to increase efficiency.-Authored training plans for Counselors; assisted in carrying out training in collaboration with the Training Specialist and 211/LL Program Director-Maintains KPI's on direct reports; prepares and delivers timely performance appraisals in consultation with 211/LL Program Director

-Train Counselor’s in program's protocols, policies, and procedures ensuring confidentiality.-Obtain and document all required data according to established policy, protocol, and procedure.-Author reporting documents to CPS, APS, mobile crisis units, etc.: Dispatched emergency services when necessary to prevent suicide and/or harm to others.-Research, gather and analyze information about organizations and community services.-Utilize prescribed software to document process and/or track all consumer data and follow-up.

Rochester, New York Metropolitan Area

-Provided 24/7/365 comprehensive information and referral for human services, supportive crisis counseling, suicide prevention counseling, motivational interviewing on substance abuse, and advocacy.-Counseled callers on 211/LL, National Suicide Prevention Lifeline, Hopeline, Disaster Distress Helpline, and Veterans Crisis Line while assessing all callers for safety and suicide risk.-Provided mental health counseling via chat and SMS text visitors on 211/LL Chat, Facebook Chat, Lifeline Crisis Chat, and Non-Veterans Chat while assessing all chat visitors for safety and suicide risk.

Rochester, New York, United States

-Managed qualitative and/or quantitative, single, or multi-site human study research and studies/projects.-Devised data collection processes, statistical analyses and data extraction using various computerized programs (SAS, Python, SPSS, Excel, etc.)-Performed screening, recruiting, and informed consent procedures with research participants.-Administered structured diagnostic and clinical assessments ensuring HIPAA and IRB standard-Contributed to the development of research project standard operating procedures, policies, research materials, writing presentations/manuscripts and reports related to the project to be published in peer- reviewed journals and presented at meetings and conferences.

Canandaigua, New York, United States

-Recruit, screen, and interview participants based on eligibility criteria to collect health information via telephone; conduct follow up procedures as necessary. Obtain verbal informed consent.-Plan, develop and complete required documentation/paperwork/forms for initial and continuing human subject's review.-Monitor project progress, budget requirements, and timelines as required.-Participate in initial classification and coding of qualitative data and entering coding data into qualitative software.-Manage federal and vital electronic records in accordance with Categories of Records. Facilitating and monitoring transcription of interviews, as required.-Author project amendments, submissions, and packages for Institutional Review Board (IRB) approval.-Uphold HIPAA code regulations and IRB requirements for all filing systems.

Rochester, New York, United States

- Responded to resident needs- Dispensed medications to residents - Maintained facility standards- Provided quality care to residents by exhibiting a high level of service to all residents and visitors- Provided assistance with ADL's- Performed duties as assigned by management staff.

Rochester, New York, United States

- Listened attentively and took genuine interest in people as they enjoyed meals, assisted in maintaining personal hygiene and helped in keeping their schedules- Supported people in their relationships with friends, housemates, family and loved ones, which include get-togethers, phone calls and more- Assisted with medical needs, including monitoring health, administering medication and completing accurate documentation- Drove the agency vehicles to provide transportation for people- Collaborated with co-workers to maintain a positive and safe work environment

Ms Candidate, Applied Data Science & Business Analytics

Learning outcomes: Collect, store, and access data by identifying and leveraging applicable technologies Create actionable insight.

Master Of Arts - Ma, Clinical Psychology

Learning outcomes: Analyze the biological, developmental, and contextual determinants of behavior. Analyze the relationship between.

Humanities/Humanistic Studies

Program Description: A search for moral, social, and political alternatives and meaning embodied in the institutions, culture.

Bachelor Of Science - Bs, Psychology

Learning Outcomes: Identify biological, cognitive, developmental, and sociocultural causes of normal and abnormal behavior. Describe.

Associate Of Arts And Sciences - Aas, Liberal Arts And Sciences/Liberal Studies With Certificate In Human Services

Learning Outcomes: Identify generic helping skills utilized in the Human Services field. Demonstrate as appropriate the helping skills.