Pros
From the outside, it appeared like the company was progressive, tech savvy and Diversity, Equity and Inclusion (DEI) friendly. With respect to the latter: upon onboarding and based on some things I witnessed, this notion was bolstered, still-ProtoCall Services Inc. rocked! Not only did they embrace DEI but they also walked the walk! Well, more on that later. There are 6 total weeks of training; the first 3 (the Operations component) were magnificent, and the facilitator, SIMPLY AMAZING! Overt expectations for training are pretty basic: don't miss any days and return promptly from breaks. Also, you can expect to be on camera for pretty much the entire time during these initial weeks (work from home).
Cons
The final 3 weeks of training, however (specifically, the 6 classroom days spent in the Clinical component), were horrendous. The manner in which information was presented was choppy/fragmented; chaotic; and lacked fluidity-or any real semblance of order for that matter. Add in boring videos in between the dry presentation of material and, YEAH. Those who did not have a mental health background like the rest of us struggled. That being said, most of us with said background struggled also. When faced with disorder, the brain continuously works to create order, correct? Sifting through all of that was an arduous and tedious task in and of itself. There was, however, a portion of one class, where material was presented in a clear, and sparkling manner: when a well-versed clinician and seasoned leader (he is also a LCSW) came in and facilitated for a bit-that was great! One unspoken expectation for training is active participation-you will be adversely rated for not doing so. In addition, and during the Clinical Training component of the group I came in with, 1 of the 2 Training Supervisors would do a whole lot of zoom scanning/reading the room-silently critiquing individuals and taking copious notes (sort of like a low-key human performing personality testing). Many found this individual to also be sarcastic, immature (a "gamer" who lacked proper social skills) and even rude at times; like the time when someone asked for an illustration of something that was demonstrated during class. Options were given on how to best go about sharing said requested demonstration for later review (e.g., via screen shot in classroom chat etc..). This Supervisor's response to the request? "Well, the best way would be to not have to do it (share) at all." The overall sentiment was that the other Clinical Supervisor presented so much better when this individual was not around. Now, back to DEI: soon after onboarding, I learned about the "Calendar Incident." I arrived about one week after this occurred. The gist: team members were asked to submit a picture that reminded them of good times/beauty. Said photos were then voted on, and 12 were selected to be both placed in a 2023 company calendar and sent to team members' homes. Well, the photograph chosen to represent the month of June was a cotton field with a single tree in place (for the unenlightened, this was NOT a good thing). Then, the Juneteenth holiday was highlighted; the irony of it all. So, to unpack it a little- to most Black people in America, the cotton field is reminiscent of chattel slavery; buck breaking; free labor; and beatings-just to name a few things. And the single tree? Why, lynching, of course. Not such a DEI loving company after all. Why? Because after this overt and racist act, the game of “pass the hot potato" began. In addition, no apology has been issued up until the point of this review, just phrases like "we missed this" and "this was a failure" were offered. Team members were also made aware that only one or two people comprised the committee that oversaw picture placement in the calendar." Sure. Next, the company posits to be DEI friendly, but pretends to know little to nothing about this social construct known as "race"- which has been around since the inception of this Country. One C-Suite leader, who is nice, appeared to be willing to fall on a sword. He did state, however, that his first inclination after the scandal broke was (to say) "well, they voted on it." Well, "they" as in Black people, could not carry the vote one way or the other. This, because there are not enough Black people working with the company to do so (impact the vote in either direction). Making matters worse, many team members did not even recall seeing the cotton field photo during the actual voting process-which suggests that it was strategically placed in the calendar both intentionally and after the fact. Also of note: if someone calls in who is doing inappropriate/auto-erotic things while breathing heavily, counselors have every right to terminate the call. If a person calls in using racially inflammatory words however, the expectation is for said counselor to remain on the line and assess that person for safety (which can take up to 20+ minutes per call). Make it make sense. Why not assess the person calling in with the perverted speech as well? Maybe they need a release in order to keep from harming themselves or others. Yes, I am being facetious here because it does not make sense. A counselor is being called disparaging adjectives and nouns but is still expected to assist the offending person. Ok. Overall assessment: if you are #woke-which is also a social construct, then you may want to take a hard pass on this company. If you are: an independent thinker; can appreciate truth speaking to power; and are action-oriented and principled, then you may want to take a high-key hard pass on this company. Do not help a company-any company-grow and prosper when it does not show you basic respect- like apologizing for a treacherous act that caused mental harm, hurt and anguish to so many. P.S. YES! Calls are monitored, and you will be strictly managed. Can’t really blame them for this, though-after all, it is a for profit company. They can be blamed, however, for their selective disciplinary action tactics when a counselor remains on the line with a caller for an extended period of time. Some people are allowed to go way over time without even a peep, while others? Not so much. ‘Nuff said. ;-)