Neurosciences Improvement Specialist, Neurosciences Service Line, UCSF Benioff Children’s Hospital

Here is what Caroline’s nominator had to say about her:

“Caroline is an educator who brings a wealth of knowledge about a variety of topics such as autism, diversity and inclusion, education and improving systems that support those who work with patients. She is an accomplished problem solver who helps others to support those they work with including students, staff, and patients. During her career she has worked in a variety of settings to support those who are at risk and unable to support themselves. Caroline is also a mentor to many and helps others to understand their potential and strive to do their best work."  

Nominated by: Karen Mixon-Martin

Caroline’s Bio: 

I have an extended history of working in both the hospital/healthcare and education industries for over 25 years. I began my career in education as a Montessori teacher and supporting children at risk of trauma. These opportunities led me into wanting to expand my knowledge in these topics. Therefore, I obtained a dual bachelor’s in education and Child & Family Sciences with a concentration in Child Life Studies. The first job I obtained after graduating provided extensive opportunities to help individuals with neuro diversities and language limitations. I felt unprepared to support these populations although I held two degrees at the time. I then obtained a triple master’s in special education/Varying Disabilities with a concentration on autism spectrum disorders and English for speakers of other languages. I then was offered a job for a school district providing consultation to the Department of Exceptional Student Education, Behavioral, Hospital Home Bound and International Student Programs. At this time, I also created a private practice supporting individuals and their families with varying abilities to succeed in educational and hospital settings. The cases I supported made me realize the enormous gaps in health equity and trauma informed care. This realization drove me to pursue a career as a certified child life specialist (CCLS). I strived to advocate for the access, experience, and outcomes for all individuals in hospital related experiences. My experiences in hospital settings as a CCLS grew my passion for trauma informed care and improvement of patient care through these lenses. In 2016, I began my journey as a public speaker and educator on these topics. I have spoken in over 60 Conferences and Institutions including international events. In 2017, I became a Certified Lean Facilitator and led quality improvement projects that enhanced patient/caregiver experiences and staff satisfaction. I was fortunate enough to lead a three-year quality improvement project that focused on providing equitable care to patients on the autism spectrum. The project had great success and led me to acquiring extensive knowledge in the field of quality improvement.

I joined UCSF in 2018 as the Supervisor of Child Life Services. I was extremely passionate about providing equitable care to patients with varying abilities. My professional goal at UCSF was to raise awareness about the fact that diversity incorporates everything that can make an individual unique. I educated others on caring for patients at an individual level. Also, to understand the impact trauma has on hospital experiences. My passion for educating others in trauma informed efforts led me to teach at Mills College in 2021. I developed and taught a course on Childhood and Family Trauma Theory and Practice. This was an incredible opportunity that helped me truly gain insight into the impact trauma has on the Bay Area community. I truly became passionate about supporting any efforts that benefited the community. In 2022. I joined 4C’s of Alameda as a Board of Director’s Member. 4 C’s of Alameda is a support agency the provides access to affordable quality care and essential needs to families in the community. In June of 2022, I was featured in the See Us Project as an underrepresented BIPOC staff member facilitating efforts in the trauma informed care of patients and their families at UCSF. My picture is displayed in a highly trafficked area of Benioff Children’s Hospital. In September of 2022, I transitioned from leadership and a direct patient care role into a new role. I am currently the Neurosciences Improvement Specialist. I partner with key stakeholders of the service line to identify high priority initiatives that support the quality, safety, patient experience, and strategic growth of Neurosciences. I continue to make myself available for consulting, public speaking, training, quality improvement and project management opportunities outside of work. My goal is to reach as many individuals as possible with my passion for health and educational equity for all individuals throughout their life span. I am extremely proud of my accomplishments throughout my professional career. Yet, I know there is so much more for me to conquer.

What advice would you give yourself early on in your career? To a woman entering your field today? 

To silence the voices of those that strive to impede your success with your actions. Do not engage in trying to prove yourself to others. Learn to compete with yourself and not others. Your success will speak for itself. All the opportunities that are meant to come across your path will do so. Elevate and help your colleagues to reach their success. There are enough opportunities in the workforce for all of us. Elevate yourself when others choose to state you are underqualified. Know that you are enough and capable. Learn not to overshare. Do not blindly place your trust in other colleagues. Lastly, learn to say no and create a healthy work life balance.

What has been an important success in your career? Have you had a key breakthrough moment?

I am extremely proud of a Value Improvement Project I am currently leading at UCSF. This expense reduction project was developed to reduce the length of stay at Benioff Children’s Hospital key surgical services looking to expand. It aligned a specialized staff member with a hospital initiative. A certified child life specialist was integrated into the multidisciplinary team to help streamline patient discharges by completing data driven case finding, implementing a process map pathway, and providing trauma informed interventions. Data is evaluated monthly to determine the impact of interventions. The project is currently a top performer generating the hospital over 2.9 million dollars. In the month of May we were able to reduce the length of stay by almost 7 days for vulnerable populations. This type of project exemplifies how to integrate trauma informed care into quality improvement work. I am proud to help bridge the gaps of current financial deficits UCSF is facing. Most importantly, to help bridge gaps in health equity that our patients are facing. I am also proud to say this project is one of a kind. The field of child life has never been able to quantify the financial impact of our services. I hope to publish the final outcomes. I would like to focus the publication on how to develop a quality improvement cost reduction project utilizing child life trauma interventions. These results are a breakthrough moment for the field of child life. These results are also a key breakthrough moment in my career. I learned valuable lessons, learned to trust my intuitions, and believe in myself. 

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