Telecare- Project Based Engagement Program

Role: Program Supervisor & Project Lead

Implemented an innovative engagement model to reduce crisis utilization and reconnect underserved behavioral health populations to care.

Team Size: 5

Overview:

Led the implementation of a project based engagement program designed to support two vulnerable populations: 1) High utilizers of behavioral health and emergency services (e.g., repeated use of law enforcement, psychiatric ERs), and 2) Under utilizers disconnected from all forms of available support services.

The program emphasized relationship-building and targeted interventions to reduce crisis cycles and improve community integration. Collaborated with internal staff, external agencies, and a clinical consultant to design SOPs, establish engagement protocols, and develop metrics to track and evaluate program success. Oversaw iterative program design based on feedback from stakeholders and outcome data.

In addition, functioned as an internal EHR SuperUser for Anasazi/Cerner, supporting direct care staff with onboarding, training, and system troubleshooting. Acted as a liaison between staff and IT to improve documentation quality and ease of use.

  • Stakeholders Engaged

    Internal departments, County Behavioral Health (PES), Law Enforcement, Community Health Agencies, Community Social Services, Consumers, Families, Fire Departments, Probation, Alta Regional Center

  • External Vendors/Partners

    None — all were considered stakeholders

  • Applicable Methodologies

    Stakeholder interviews, process mapping, root cause analysis

  • KPIs/Measures Used

    Reduction in emergency room visits, reduction in law enforcement calls, reduction in psychiatric hospital length of stay, number of successful housing placements, number of client engagements, frequency of successful family visits

  • Outcome/Impact

    Improved access to psychiatric care and therapy, increased housing stability and linkage to practical benefits, reduced acute care utilization, improved long-term service engagement

  • Behavioral Health Goals Addressed

    Reduced community and social impact, reduced client symptoms/distress, increased service engagement, improved quality of life

  • Tools & Frameworks Used

    Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), custom engagement tracking tools, SOP templates, internal reporting frameworks

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