Telecare- Permanent Supportive Housing Project

Role: Program Supervisor, Operations Contributor & Regional CPI Trainer

Supported program launch and staff development while training regional teams in CPI de-escalation protocols and documentation practices.

Team Size: 6

Overview:

Contributed to the launch and stabilization of a new behavioral health program under the Telecare system. Served as a senior team member during the initial operational phase, supporting workflow development and early implementation across clinical and administrative functions. Acted as a mentor to onboarding staff, guiding documentation practices and client engagement strategies.

In parallel, held responsibility as the Northern California Regional Trainer for CPI (Crisis Prevention and Intervention), delivering quarterly training sessions to groups of 10-15 adult learners. Trainings incorporated adult learning strategies, visual aids, and scenario-based education to reinforce de-escalation and safety protocols.

  • Stakeholders Engaged

    Internal departments, Telecare corporate leadership, direct care staff, clinical teams, program supervisors, partner agencies

  • External Vendors/Partners

    None formally engaged; internal support structures were used

  • Applicable Methodologies

    Train-the-trainer model, process mapping, CPI instructional design, adult learning theory

  • KPIs/Measures Used

    Number of CPI trainings delivered per quarter, number of staff CPI certified, participation rates and completion of refresher training, reduction in critical incident reports and escalation events

  • Outcome/Impact

    Increased staff preparedness and confidence in crisis response, improved program stability, strengthened team cohesion and safety awareness

  • Behavioral Health Goals Addressed

    Reduced client distress and escalation, increased service safety and predictability, improved care continuity

  • Tools & Frameworks Used

    Microsoft Office Suite (PowerPoint, Word, Excel, Outlook), CPI curriculum, visual learning aids, regional training trackers, documentation templates

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