The QM L&D training approach incorporates evidenced-based, trauma-informed, and integrative care philosophies.

QM L&D is a team of dedicated and qualified specialists who believe that employees are an organization’s greatest assets; therefore, investing in their training and development is key to sustaining the growth and success of an organization. This commitment makes sense when we consider the lengthy processes carried out to recruit and hire qualified staff. Oftentimes, though, the emphasis on caring about the professional development of employees ends after they are hired. QM L&D understands that learning is crucial for growth and that it is an ongoing process. We believe that providing training opportunities to employees for personal and professional development helps build a learning culture that benefits the entire organization.

The combination of our QM L&D specialists’ backgrounds on education, communication, and customer service, as well as the combined number of years of experience in the mental health field, has helped our team be able to contribute to the ongoing and collaborative effort of offering training opportunities to help employees reach their expected potential and become the best professionals possible. In addition to the guidance and support QM L&D receives from our team of clinical directors, we collaborate closely with managers and employees in our different programs and departments to make sure we keep our training content up to date and to make sure it meets the changing needs of our learners and work requirements.

Our training approach includes evidenced-based, trauma-informed, and integrative care philosophies. When developing our training materials, we take into consideration the diverse learning styles and come up with effective training processes. QM L&D engages and empowers learners so they can assess and address their gaps in skills and/or knowledge as we encourage our learners to build on their existing strengths.

For more information about our QM L&D trainings, please email:


Virtual & In-Person | 3.5 hours | $28 | CPR/AED Card

The purpose of this course is to help participants recognize and respond appropriately to cardiac and breathing emergencies to know to give immediate care to a suddenly ill person until more advanced medical personnel arrive and take over. CPR and AED certification cards are provided after Part 2 is completed.

  • Part 1: Conceptual (2 hours)
  • Part 2 (In-Person): Practical Skills (1.5 hours)

Training Objectives:

  • Recognize the need to start CPR in an emergency situation
  • Demonstrate how to give CPR to an infant, child, and adult
  • Demonstrate the correct use of AED
  • Be able to determine the need for choking treatment

Front Office Safety

Virtual or Recording | 1 hour | $19

In this course, participants will learn knowledge and skills to evaluate, prevent, and address emergent or crisis-related events occur in a front office environment.

Training Objectives:

  • Identify risks and recognize suspicious behavior that could escalate into an emergency situation
  • Assess conditions that necessitate emergency procedures
  • Demonstrate knowledge on how to reach important key staff in the emergency communication chain and alert other employees
  • Demonstrate understanding of the plans and procedures for getting building occupants to safe spaces
  • Demonstrate skills to account for employees and members/visitors

PCMA (Professional Crisis Management Association)

In Person | 22 hours | $450 | Certificate

In Person | 7 hours | $150 | Recertification

PCMA training is a comprehensive, safe, and effective crisis management system designed for parents, school staff, and human service professionals to utilize with children, adolescents, and adults with special needs. PCM was developed by Neal Fleisig, MS, CBA and is regulated by the Professional Crisis Management Association (PCMA). PCM has emerged out of over 20 years of experience in treating severely aggressive individuals in home, school, hospital, and residential settings. PCM places an emphasis on prevention, deescalation, intervention, and post-crisis intervention strategies resulting in a decrease in the occurrence of crisis behavior. Class sizes range from 4 to 12 participants.

Training Objectives:

  • Demonstrate use of techniques for verbally deescalating disruptive and aggressive behaviors to try to avoid need for physical intervention
  • Demonstrate safe use of physical procedures and techniques that can be utilized during crisis intervention while respecting the dignity and freedom of the individuals involved in the intervention
  • Demonstrate skills used to reintegrate individuals back to their treatment activities

Peer Support Specialist Certification

Virtual or In Person | 64 hours | Behavioral Health Technicians, Paraprofessionals, Professionals & Private Pay Members $979 | Certificate

In this training, participants will learn about the role of the peer support worker which includes engaging in a wide variety of activities, including advocacy, linkage to resources, sharing of experience, community and relationship building, group facilitation, skill building, mentoring, goal setting, and more.

Training Objectives:

  • Demonstrate understanding of skills used to support people recovering from mental health challenges, substance use, trauma, and other challenging life experiences
  • Explain and demonstrate use of cultural competency skills, conflict resolution skills, and job preparation skills
  • Demonstrate understanding of Peer Support Specialist ethics and boundaries

Unsafe Behavior & Situational Awareness

Virtual or Recording | 1.5 hours | $21

In this course, participants will learn how to be aware of what is happening around them in terms of where they are and whether anyone or anything around them is a treat to their safety.

Training Objectives:

  • Recognize potential threats in a timely manner
  • Demonstrate understanding of how to deal with a gut feeling about something dangerous
  • Examine and assess the differences among gut feelings, biases, and past experiences

Youth Mental Health First Aid (YMHFA)

In Person | 8 hours | $55 | Certificate

YMHFA is designed to teach parents, family members, caregivers, teachers, school staff, peers, neighbors, health an human services workers, and other caring citizens how to help an adolescent who is experiencing a mental health or addiction challenge or is in crisis. YMHFA is primarily designed for adults who interact with young people. The course introduces common mental health challenges for youth, reviews typical adolescent development, and teaches a 5-step action plan for how to help young people in both crisis and non-crisis situations. Topics covered include anxiety, depression, substance use, disorders in which psychosis may occur, disruptive behavior disorders (including ADHD), and eating disorders.

Training Objectives:

  • Demonstrate understanding of the common mental health concerns among youth
  • Recognize signs and symptoms of mental health and substance use problems in youth
  • Apply use of 5-step action plan to help youth who may be facing a mental health problem or crisis, such as suicide

Exceptional Customer Service

Virtual | 1.5 hours | $22

In this training, front office employees will learn how to provide great customer service by taking an attitude of compassion and treating each member with the dignity they deserve in the process of serving them.

We Support - Part 1: Crisis Intervention Training

Virtual | 3 hours | $42

This training offers participants techniques and skills to successfully manage and disengage from confrontational, disruptive, or assaultive situations. Participants will also learn how to maintain the safety of themselves and others during situations in which physical engagement is necessary. Additional skills and approaches will be offered to manage one’s own reactions and debrief with the physically managed individual while remaining objective and neutral.

We Support - Part 2: Personal Safety Skills

In Person | 1.5 hours | $22

In this training, participants will learn how to manage and disengage from disruptive or assaultive situations while maintaining the safety of everyone involved and maintaining a supportive relationship.

ASIST Workshop

Applied Suicide Intervention Skills Training

In Person | 16 Hours | $260

ASIST teaches participants to recognize when someone may have thoughts of suicide and work with them to create a plan that will support their immediate safety.

The QM L&D Pillar Lead

Sandra Solano

Sandra Solano is the Learning and Development Manager at SB&H. She has a background in Education and before she started working for SB&H, she was a teacher in Guadalajara, Mexico for over 15 years. As a teacher, Sandra enjoyed helping both children and adults reach their academic goals and develop their own potential and learning styles. She started working at SB&H as a case manager in 2008. Her main role was assisting teams with coordination of care services for children and youth with high needs. While Sandra provided case management services she was involved in IEP meetings, court hearings, TDMs, DDD meetings, and facilitated Children and Family Team meetings in which the member and their team discussed member’s needs, created treatment objectives, and engaged in brainstorming sessions to come up with action steps to successfully help the member reach their goals.

She worked with families, youth and children in multiple settings and facilitated groups at Broadway OP for our members and the parents of our members. She was promoted to the Children’s Supervisor position in 2013 and she supervised between 4-7 family coaches, therapists, birth to five clinicians and interns at any given time. She assisted with the facilitation of clinical week trainings, oversaw children groups, and she was responsible for the tracking and submission of the DCS monthly/quarterly reports for SB&H.  

Sandra transferred to her current position as the QM L&D Manager in 2020. Sandra and her team of QM L&D Specialists have multiple years of experience in the behavioral health field which in combination with their diverse backgrounds in education, communication and customer service, has helped the team successfully assist the development of our workforce, improve the culture and motivate employees to perform according to the ideals and values of SB&H. 

QM L&D was offered the opportunity to join efforts with the other pillars and contribute to the collective goal of the Dr. Bob Center of Excellence. QM L&D accepted the offer enthusiastically because we believe that the benefits of investing in our workforce has incredible returns as we not only support developing skills, but also show employees that they are valuable. We understand that providing employees with relevant and consistent learning opportunities helps prepare them for higher responsibilities and roles, boosts morale, and improves workplace environment overall. L&D would like other agencies and organizations to join us in the effort to help more people experience meaningful careers that can lead to both professional and personal growth.

"The Center" Offers Many Learning Opportunities

Use the link below to see all of the learning opportunities offered by the Dr. Bob Bohanske Center for Clinical Excellence (recorded, live, and in-person).