Beyond the Crisis Narrative: Redefining Mental Health Care for your Community College
This HelpNow by Protocall webinar—Part I of a three-part series—draws on more than 30 years of experience supporting student mental health across 650+ colleges and universities. Protocall leaders and campus partners from NYU and Wake Forest will share lessons learned in building effective, sustainable crisis response frameworks. The webinar will explore how 24/7 crisis support fits within a broader ecosystem of care, supports students across levels of need, and aligns with national standards for trust, quality, and risk management.
Building Crisis Support that Works for Students and Campuses
This webinar, the first in a three-part series, draws on more than three decades of Protocall’s Welltrack HelpNow’s experience supporting students through crisis and moments of growth across more than 650 colleges and universities. Together, we’ll discuss evidence-informed practices that have proven effective across institutions of varying size and profile, and consider how these lessons can inform and strengthen campus crisis response and student support infrastructure.
Led by Protocall’s Chief Clinical Officer and Director of Clinical Services, you’ll hear how the HelpNow model has evolved over time through internal and external research, ongoing institutional feedback, and the applied experience of hundreds of crisis-trained counselors who provide real-time support via phone and now text.
Campus leaders from NYU and Wake Forest University will share how HelpNow functions within a broader ecosystem of care, supporting students across the full continuum of need—from high-acuity situations to more routine concerns where timely, compassionate support can help students remain regulated, engaged, and able to continue their academic and campus lives. Panelists will also respond to questions submitted by participants in advance.
We will also touch on how HelpNow aligns with national standards and best practices, including HITRUST, 988, AAS, and CARF certifications and accreditations, and why such alignment is relevant for institutions focused on trust, risk management, and sustainable crisis response infrastructure.
You’ll leave with:
- Key considerations and best practices for designing and implementing a 24/7 crisis support service within a broader ecosystem of care
- Concrete examples of how institutions are integrating HelpNow within counseling services, student affairs, and campus crisis response frameworks
- Insights into how a 24/7 support line can extend on-campus capacity while preserving quality of care and continuity
For over 30 years, Protocall has delivered 24/7 crisis intervention and care coordination across North America. Now, through its Welltrack Ecosystem, Protocall bridges gaps in behavioral health care. Over 400 higher education institutions, and 6.2 million students trust Welltrack’s integrated solutions to provide seamless access to counseling, support, and crisis services.
Presenters:
Brad Pendergraft, Head of Learning Innovation, Protocall Services
Brenda Chirindo, Director of Clinical Services, Protocall Services
Panelists:
Dr. Regine Bruny-Olawaiye, Associate Director Wellness Emergency Response, Counseling and Wellness Services, New York University
Dr. Matt Clifford, Associate Vice President for Campus Life and Dean of Students, Wake Forest University
Facilitator:
Dr. Aarti Khullar, Vice President Education Solutions, Protocall Services