"Hers is the soothing and skilled voice troubled callers hear first"

Many dedicated caregivers across the system have made it possible, and two stand out for their unwavering commitment to the mental well-being of our colleagues, patients, and community: Rachel Godfrey and Carin Dewey. 
 
When we identified the need for a full-time caregiver to lead the hotline, Carin raised her hand. Forty hours a week, her phone line is the first to ring when someone calls, and she is responsible for training and supporting the other Navigators who staff the hotline. 

Hers is the soothing and skilled voice callers hear more than any other, whether they are stressed, sad, lonely, angry, or even in crisis. “Carin has an innate ability to navigate through the complicated needs of each caller. She treats each and every person as an individual and truly cares about their wellbeing and success,” says Shelly Reade, Executive Operations Director for the Behavioral Health Clinical Program. The position builds on her work as a Behavioral Health Patient Navigator at McKay-Dee Hospital, where she has received accolades from patients and community members for her kindness, calm demeanor, and caring mannerisms. “Hers is the voice you want to hear on the other end of a phone when you are seeking support,” says Reade.

While Carin and her team bring tremendous skill and passion to this work, it was clear from the outset that staffing a hotline from 10 a.m. to 10 p.m. seven days a week would require a larger team of caregivers. 

Castell Care Coordination stepped up, with Rachel Godfrey helping to design the systems and supports that would make it hum. Although behavioral health is a newer area for most of the 50+ Castell care coordinators who are involved, they have embraced the challenge with courage and skill thanks largely to Rachel’s listening ear, passion for emotional and mental health, and clear desire for everyone to feel at home in their respective roles. “Not only does she listen, she listens with the goal of understanding.” says Mel Hamor, Castell’s Care Coordination Manager. “Through this challenge, Rachel has been willing to make herself available if one-on-one coaching is needed and is careful to consider what kind of learner a caregiver might be. And if she is ever unsure about a question, Rachel never fails to find the answer and follow-up.”