Open to opportunities

Jana Castellano

@janacastellano

Message

Warm Line Specialist delivering trauma-informed mental health support, crisis de-escalation, and resource navigation.

United States

Message

What I'm looking for

I’m looking for a compassionate, client-centered role where I can deliver trauma-informed support, de-escalation, and resource navigation in community or remote settings, collaborate with interdisciplinary teams, and help people move toward recovery.

I’m a compassionate human services professional who supports people through emotional, social, and life challenges in both community-based and remote settings. I’m known for strong active listening, trauma-informed communication, and building trust with clients from diverse backgrounds.

In my current role as a Warm Line Specialist, I provide emotional support to callers experiencing stress, isolation, or mental health challenges. I use trauma-informed, recovery-oriented practices to de-escalate crises, document call details with sensitivity, maintain confidentiality, and connect people to appropriate community resources.

Previously, I served as a Community Health Worker, conducting outreach and engagement with underserved populations and linking clients to housing, food, and mental health services. I’ve also brought a peer-informed, strength-based approach through peer support work and EAP advising—helping members identify support systems, coordinate internal referrals, and access behavioral health services.

Experience

Work history, roles, and key accomplishments

Current

Warm Line Specialist

Current

NAMI Bexar Warm Line

Oct 2024 - Present (1 year 8 months)

Provided trauma-informed emotional support and active listening to callers experiencing stress, isolation, or mental health challenges, including de-escalation during crisis situations. Documented call details sensitively, maintained confidentiality, and offered referrals to community resources and self-directed wellness planning.

Active Listening Trauma Informed Care Crisis Intervention De escalation Resource Navigation Confidentiality Care Coordination

Community Health Worker

AIT-SCM

Jun 2024 - Oct 2024 (4 months)

Conducted outreach and engagement with underserved populations to address social and behavioral health needs. Provided peer-informed guidance, connected clients to housing and mental health services, and collaborated with interdisciplinary teams to support holistic, client-centered care.

Community Outreach Peer Informed Guidance Care Coordination Resource Navigation Health Education Self Advocacy Support Interdisciplinary Collaboration

Peer Support Intern

Peer Force

Feb 2024 - Mar 2024 (1 month)

Shadowed mental health peer support professionals to assist with individual and group peer support in the community. Supported trauma-informed, recovery-focused interventions using reflective listening and strength-based goal setting.

Peer Support Support Groups Strength Based Goal Setting Trauma Informed Care

EAP Senior Advisor

UnitedHealth Group (Optum)

Sep 2020 - Jul 2022 (1 year 10 months)

Assisted members with emotional and logistical challenges by identifying appropriate resources and coordinating behavioral health support. Managed high-stress calls with empathy, routed internal referrals, and helped ensure timely access to behavioral health services.

Employee Assistance Program (EAP)Resource Navigation Care Coordination Documentation

Volunteer Clubhouse Support

San Antonio Clubhouse

Jan 2015 - Jan 2017 (2 years)

Supported daily wellness activities and facilitated tours to help members and community stakeholders engage with the organization. Contributed to newsletters, grant documents, and community-facing reports while representing the organization at outreach and advocacy events.

Public Engagement Wellness Volunteer coordination Community Outreach Professional Representation Call Community Support