Flexible work options overshadowed by profit-driven culture - Crisis and Access Specialist ProtoCall Services Employee Review

Great pay, everyone is so kind and helpful, and consistent hours!

Work is very stressful and intense and the standards you are held to are very high as expected for this work

Remote work and being able to work with many people

Working here had some positives, primarily the ability to work from home. Unfortunately, the negatives consistently outweighed the benefits. Leadership was the biggest concern. Clinical decisions and expectations were often dictated by individuals without clinical licensure or direct therapeutic experience. As a licensed provider in my STATE, it was frustrating to be told how to perform clinical work by non-clinical leadership, only to later receive criticism for documentation that reflected those directives. Feedback from management was often inconsistent, with concerns being raised about the same performance metrics that had previously been considered acceptable, and let’s not get started on the people who steal time in leadership, the metrics are there. The workplace culture felt highly cliquish. Opportunities for schedule trades, and leadership support often appeared dependent on personal relationships rather than fairness or consistency across staff. The scheduling department was another major challenge. Availability restrictions that had been communicated in advance were frequently ignored, particularly around holidays. Employees were often expected to use UTO to cover scheduling conflicts, even when willing to make up the hours elsewhere in the workweek. The attendance and time-off policies felt inflexible and unsupportive during personal or family emergencies. There is also this implied notion that you need to be available 24/7 for holidays. The workload was extremely demanding. It was common to handle 10-15 or more high-risk crisis calls per shift, often with little downtime between calls due to chronic understaffing staffed were regularly reminded It was common to handle 10-15 or more high-risk crisis calls per shift, often with little downtime between calls due to chronic understaffing. Staff were regularly reminded to manage their stress on their own time, but meaningful organizational support for the emotional demands is lacking and will continue to decline. While the mission of helping people in crisis is important, the operational and workplace culture made it difficult even want to consider long-term employment. People are being pushed into other positions unfairly and it shows. If you look at people there and their span of work there, a lot of people have been there a year or less as a call taker and usually don't make it to 3, just doing call taking. If you don’t value yourself, family or own time, it’s the perfect workplace.