All our call centers are staffed exclusively by Masters level or above mental health professionals. On-site Clinical Supervisors are staffed 24/7/365 to provide clinical and procedural consultation to front-line clinicians.
Philip Evans, President and CEO
Phil joined ProtoCall’s parent organization, Metro Crisis Intervention Service, in 1993 as a Crisis Team Supervisor and one of just 14 employees. As the local crisis line’s “ProtoCall Division” grew within the agency (See ProtoCall History,) Phil played an early and instrumental role in expanding the reach of ProtoCall’s mission to a nationwide audience. In 1997, Phil became Vice President of the newly spun off organization and in 1999 became its President and CEO. Phil had prior experience working in an acute psychiatric facility as well as a comprehensive community mental health center. It was in that role where he learned first-hand the many challenges faced by community mental health centers and their staff who are charged with providing access to care 24 hours a day.
Today, Phil has the honor of leading an organization that has since grown to more than 130 amazing employees who help ensure access for more than 500,000 calls each year. As CEO, Phil has sought to create an effective and inclusive organization that delivers unparalleled value to its clients, customers, and employees. At the forefront of this effort has been a commitment to remain true to the organization’s original mission of ensuring quality access to behavioral health services while growing a sustainable business model that will give back to the community for years to come.
Phil has been an active member of industry associations since 2002; serving on the Board of Directors of the Employee Assistance Society of North America (EASNA) as its Treasurer, Vice President, and President during his 11-year tenure. Phil is currently a member of the National Behavioral Consortium (NBC) and the College for Behavioral Health Leadership. Contact Phil: 877-779-0276 • email@example.com
Lindsay Branine, Chief Customer Officer
Lindsay Branine earned her Masters Degree in Counseling Psychology at Lewis and Clark College in Portland, Oregon and joined ProtoCall’s team as a Clinical Specialist in 2001. Lindsay found her place in ProtoCall’s leadership, working on special projects, as a Clinical Supervisor, and as the Quality Assurance/Training Manager. In 2006, Lindsay relocated to Colorado with her family. She found that crisis work, and supporting those who do it, really is her passion as she worked face-to-face with those in crisis at the local Emergency Room. In January of 2013, Lindsay returned to ProtoCall into the Senior Project Manager role for ProtoCall’s statewide New Mexico Crisis and Access Line. Since August 2014, Lindsay has been responsible for the relationships we have with our valued customers and the Relationship Management team who does this work every day. Changes in behavioral health all over the country have highlighted that access to a caring and professional support during a crisis is critical. Lindsay is dedicated to the work ProtoCall does to bring access to those whose next call could be the most important one they’ve ever made. Contact Lindsay: 877-779-0271 • firstname.lastname@example.org
Kristin Newby, Chief Operating Officer
Kristin Newby joined ProtoCall Services in 2002 as a Clinical Specialist. Between 2002 and 2012, Kristin acted in the roles of Senior Clinical Specialist, Clinical Supervisor, and Manager of Clinical Operations. In her current role as Chief Operating Officer, Kristin oversees the clinical standards, practices, and training for the call center, and provides supervision to the clinical supervisors and managers. In addition, she manages and analyzes ProtoCall’s call data to project staffing needs, and to monitor clinician, shift, and agency-wide quality, efficiency, and adherence to performance standards. Kristin received a Master’s Degree in Clinical and Developmental Psychology in 1998 from the University of Pittsburgh. She has a strong background in research, public health, and data analysis. Prior to joining the ProtoCall team, Kristin’s work focused on research and clinical intervention with high-risk children and their families; she has experience working with children with severe conduct issues, children diagnosed with autism spectrum disorders, adjudicated juvenile sexual offenders, and children and adolescents who are endorsing suicidal ideation or who have attempted suicide. Contact Kristin: 888-200-4740 • email@example.com
Laura Schaefer, Senior Director of Sales & Marketing
After receiving her Master’s degree in Counseling Psychology at the University of Kansas, Laura began her career with ProtoCall in 1996 as a clinician in our call center operation. She has fulfilled a variety of roles since then and uses her operational and clinical knowledge as our Director of Sales. Laura is responsible for engaging with potential organizational partners, representing ProtoCall at conferences and supporting customer satisfaction. Laura also supports the services we provide for the New Mexico Crisis and Access Line (NMCAL) to ensure all New Mexicans have access to care when it’s needed most. Contact Laura: 877-819-0287 • firstname.lastname@example.org
Tammy Tone, Senior Director of Finance
Tammy joined ProtoCall in September of 1999 as the Accounting Manager, a position that has since expanded to Finance and Facilities Director and is responsible for all accounting functions, financial reporting, benefits, and vendor management, as well as overseeing the facilities at our three locations. A “true” Portland native, Tammy brings over 27 years of experience in accounting and benefit management. Tammy’s areas of focus include the continued improvement of accounting systems in support of both internal and external reporting purposes. Tammy and her husband Tom live in Tillamook near the Oregon Coast. Her interests include spending time with family, golf, and camping. Contact Tammy: 877-779-0274 • email@example.com
Maria Martin, Director of People Services
Maria joined ProtoCall January of 2015 as the People Services Director. She has 10 years of Human Resources and Management experience including recruiting, training, policy development, diversity program development, wellness program management, benefits, employee relations, safety and contract implementation/compliance. Maria is committed to the establishment and maintenance of processes, programs and strategies designed to maximize the retention and satisfaction of employees. Maria earned her Bachelor of Business Administration in General Management and Human Resources Management from the University of New Mexico Anderson School of Management in 2005. Outside of ProtoCall Maria enjoys traveling, fishing, hiking, visiting the coast and the Brazilian Martial Art of Capoeira. Contact Maria: 503-265-6732 • firstname.lastname@example.org
Kathy Dokken, IT Project Manager
Kathy joined ProtoCall in May 2015 as an independent contractor and was brought on permanently as the IT Project Manager in October 2015. Kathy brings 37 years of telecom and data management to our organization. She spent 15 years at Nortel and 10 years with Loral Space & Communications, and was responsible for the successful sale, implementation, and management of the Sirius Satellite project within the continental United States. She has also overseen major projects such as international newspaper content deployment for USA Today; communications networks for US government accounts including the US Air Force, Marines, Navy and Veteran’s Administration, and major account management for MCI and AT&T.
Her ProtoCall portfolio is focused on increasing network capacity throughout the company, upgrading the hardware and technology at each Call Center, and developing solutions for web Chat and Text. Each of these endeavors not only improves the work flow for employees, it provides more reliable and efficient service to our clients.
Kathy is a huge fan of the University of Kentucky Wildcats basketball team and has followed them devotedly, no matter where her many job relocations took her across the US. She has visited (and lived in a few) every state in the US and most of Eastern and Western Europe. Contact Kathy: 866-386-0483 • email@example.com
Robert Cain, IT Programmer
Bob Cain joined ProtoCall in 1996 providing part-time support and maintenance for computer workstations, networking applications, and the earliest versions of ProtoCall’s call center software. Since that time, the management of ProtoCall’s expanding software needs, including the development of our proprietary call center applications and customer interfaces, have become a full-time role for Bob. Most recently, Bob has been the architect of several applications now in use by some of our customers–a first for ProtoCall. Prior to joining ProtoCall, Bob maintained an independent software programming practice for nearly 25 years. Bob brings a wealth of experience along with a special ability to respond to the needs of our call center clinicians. Bob remains proficient with numerous evolving technologies, programming languages and hardware. Bob is active in the Microsoft Partner Program and has previously served as the President of a local professional association for programmers. Bob is a native of the “silicon forest.” His hobbies include, of course, programming! Contact Bob: 877-819-0280 • firstname.lastname@example.org
Janel Guretzki, Manager of Quality Assurance and Consumer Rights; Privacy Officer
Janel obtained her Masters in Counseling from George Fox University in 2006 and joined ProtoCall’s team of clinicians shortly after graduation. She began her career as a Clinical Specialist II advancing to Senior Clinical Specialist, Clinical Operations Supervisor and finally Manager of Quality Assurance and Consumer Rights. Janel oversees the implementation of quality improvement initiatives, tracking and data collection and the development of programs to continuously improve our service delivery. Outside of ProtoCall, Janel is a devoted mother of two teenage boys. She serves as a Scout leader with her son’s Scout Troop and is on the FFA Alumni board for the local high school chapter. She enjoys telling and hearing good stories, spending time in the great Pacific Northwest outdoors, as well as Crossfit. Contact Janel: 800-435-2197 • email@example.com
Brandt Rigby, Manager of Clinical Operations
Brandt Rigby joined ProtoCall Services as a part-time Clinical Specialist in 2001 and returned to that position on a full-time basis in 2004. For over three years, Brandt fulfilled the role of Overnight Clinical Supervisor by training and supporting 9-15 clinical specialists. His current responsibilities as Manager of Clinical Operations include providing oversight to clinical operations on a day-to-day basis and ensuring the ongoing integrity of the company’s brief, solution-focused clinical model of telephone crisis intervention. Brandt is responsible for facilitating the company’s accreditation and state licensing processes and oversees the clinical licensing of ProtoCall’s clinical team. He is accountable for the clinical training of the company’s new hire staff as well as the agency’s ongoing clinical training. He supervises MSW and LPC candidates toward their licensure in Oregon as well as the Peer to Peer Warmline Supervisor. He is responsible for the training and support of the Warmline Peer Support Specialists. Brandt obtained his Masters Degree in Social Work from Portland State University in 1997 and has been licensed in the state of Oregon since 2001. He has worked in the in the field of non-profit behavioral healthcare in an urban setting serving sexual and gender minorities since 1997. He has practiced privately in downtown Portland, OR since 1999. Brandt has presented on a variety of topics at the community college and university level. He is a regular presenter at the American Association of Suicidology Annual Conference. Contact Brandt: 888-200-3848 • firstname.lastname@example.org
Rachel Williams, Marketing Manager
Rachel Williams joined ProtoCall Services in the autumn of 2015 to support the expanding needs of marketing and customer-facing communications. A meeting planner for more than 20 years, she met ProtoCall as an exhibitor in 1996 at a behavioral healthcare tradeshow, and was instantly impressed with the work of ProtoCall and its subsequent growth. Rachel has handled a wide array of meetings, events, and social marketing campaigns, including managing EASNA’s annual Institute for several years during Phil Evans’ tenure on their Board. She now handles ProtoCall’s marketing logistics and social media, along with telling the stories of ProtoCall and our customers. Contact Rachel: 866-600-6294 • email@example.com