ProtoCall was founded in 1992 as a division of the non-profit Metro Crisis Intervention Services, an agency providing crisis line services in Portland, Oregon. The initial goal was to leverage the existing 24/7 infrastructure and professional staffing to create an additional funding source to help support the agency’s local crisis programs. In 1997, ProtoCall Services was incorporated as a privately held entity and has since expanded into a sophisticated 24-hour behavioral health contact center and digital products used by over 500 organizations and responding to more than 600,000 calls annually.
ProtoCall has expanded its service offerings through acquisition of two organizations in order to offer an integrated, stepped care solution to improve access to mental health care. In March 2020, ProtoCall Services acquired WellTrack®, a digital self-help platform used by colleges and universities across North America. Over 3 million students have access to the online and mobile application platforms for help with stress, anxiety, and depression.
In October 2020, ProtoCall again expanded its service offerings through acquisition of The Shrink Space, a global referral network that maintains a database of over 8,000 licensed and associate level clinicians, group clinics, and services across North America, Puerto Rico, and the United Kingdom. The combination of these two digital platforms plus our call center services creates a scalable and well-integrated continuum of behavioral health services that is essential to create safe and healthy environments where centers and their clients can thrive at their full potential.
Certainly much has changed since 1992, but just like the founders at Metro Crisis, our fundamental mission of providing access to care in times of crisis remains the core of our work.
Our Mission & Values
We provide timely, effective assessment and intervention to people in times of crisis, and ensure continuous, quality access to professional behavioral health and wellness services.
Our compassion brought us here, and knowing we are making a difference every day keeps us here.
Our customers and callers trust us to be the best at what we do. We never stop learning. We accept the challenge to constantly improve.
We Are Efficient
We are mindful stewards of our resources and our customers’ resources to do the maximum good for the maximum number of people
Trusted Above All
ProtoCall Services has a proven track record of working intimately with organizations to deliver exceptional behavioral health services, and together with our client partners, we’re changing how those facing crisis and mental health get the care they need. Hear from customers about how we helped them through extreme weather events, local and national emergencies, and routine after-hours coverage on more than 7.6 million calls.
Hiring ProtoCall was among the best decisions I made as Director!
Finding and reaching out to an off-campus behavioral health provider can feel daunting but is a critical step on the path to independence for any young adult. The Shrink Space provider network offers exactly the right amount of support for college students to feel successful in their search. When we follow up with students, they are consistently more confident in their ability to meet their own needs after having used the platform.
We wanted to express appreciation for how well and quickly ProtoCall staff handled a complicated situation this weekend, where law enforcement needed to be called on a student who had an interrupted suicide attempt. We were very grateful for the response and support!
ProtoCall provides much flexibility in structuring specific procedures to follow for each of the different after-hours crisis teams you may have.
The Shrink Space is so much more than a referral tool. It’s an amazing service with psyched learning opportunities embedded through and through. It changed this last year for me, I don’t know where I’d be without it!
ProtoCall has fielded some very acute calls for us and they have handled them with professionalism and persistence to assure that the students are safe. I am very grateful for the call takers and all they do for our students!
Over one million people worldwide die by suicide each year and the negative ripple effect devastates millions more. We at ProtoCall know this all too well and have committed ourselves to improving access and support for those in need of behavioral health support. ProtoCall is proud to be an Executive Producer of the award-winning documentary film, “Suicide: The Ripple Effect,” by Kevin Hines and Emmy award-winning director, Greg Dicharry. The Ripple Effect is more than just a movie – it is a movement that speaks to the importance of what we do here at ProtoCall Services.
Recipient of the National Council for Behavioral Healthcare’s “Excellence in Service to the Behavioral Healthcare Industry” award
Behavioral Health Star Award 2019
Top 100 Mental Health First Aid Instructor
Recognized as a Top 100 Workplace in Oregon 2020
ProtoCall holds the highest possible accreditations with both the American Association of Suicidology (AAS) and the Commission on the Accreditation of Rehabilitation Facilities (CARF). We are proud to be a member of the National Suicide Prevention Lifeline (NSPL) network and are licensed in the State of Washington as a provider of telephone crisis services.
Certifications and Compliance
ProtoCall’s systems that store, transmit, and provide access to caller data are certified HIPAA compliant by HITRUST. They are also compliant with the MARS-e 2.0 framework. Our provider network maintains a HIPAA Seal of Compliance, and our eCBT platform has completed HECVAT and supporting documentation.
ProtoCall is actively involved as participants or members in the following industry and trade organizations.