Case Studies How Emotify Helps CBHC Improve Patient Care with Emotional Intelligence

The Challenge 

Charlotte Behavioral Health Care (CBHC) is a community-based agency that delivers essential mental health and addiction services to more than 15,000 patients each year across Southwest Florida. Guided by its mission to create a safe, compassionate space where individuals can recover and thrive, CBHC understands that the quality of care begins with the people they hire.

When evaluating their hiring practices, the organization set out to achieve two key goals: reducing staff turnover, particularly among on-site technicians who support patients in high-stress environments; and minimizing inappropriate interactions between staff and patients, such as verbal altercations, misuse of force, or overly personal relationships, which can compromise patient well-being and safety. The HR team wanted a way to identify candidates who could manage emotionally charged situations with composure and empathy, ensuring both patient safety and a supportive work culture.

The Solution 

Before working with Criteria, Charlotte Behavioral Health Care felt that something was missing in their hiring process. The company was seeing a rise in conflicts between patients and staff on the inpatient unit, and the HR leadership team was interested in finding an assessment solution that could help identify candidates capable of managing stressful situations with composure.

CBHC chose to partner with Criteria for its comprehensive suite of assessment designed for a wide range of roles. The team at CBHC implemented a tailored combination of assessments across positions, including:  

• Emotional Intelligence: CBHC used Emotify to measure emotional intelligence, which helps to predict a person’s ability to understand others’ emotions while managing their own under pressure. 
     
• Aptitude: CBHC used the CCAT (Criteria Cognitive Aptitude Test) to assess problem-solving, critical thinking, and learning ability, particularly for therapists and leadership roles. They also used GAME, the mobile-friendly cognitive aptitude test, for technicians and administrative staff, and the CBST (Criteria Basic Skills Test) for LPNs.
   
• Personality: The EPP (Employee Personality Profile) helped evaluate personality fit and alignment with CBHC’s mission and values, especially for managerial roles. The CSAP (Customer Service Aptitude Profile) was also used for patient-facing positions such as LPNs.
   
• Computer Skills: CBHC also used the CLIK (Computer Literacy and Internet Knowledge) for administrative and therapist roles, to confirm basic proficiency with computers.
   

CBHC placed the assessments early in the hiring process. First the talent acquisition team reviews resumes to confirm basic skills and qualifications. Candidates who meet these criteria are then invited to complete the assessments. Those who pass move forward to a phone screening to confirm the candidate’s skills and professionalism. And finally, the candidates get handed over to the managers to schedule interviews, followed by the final offers.

The Results  

The assessments quickly drove results at CBHC, resulting in strong improvements in the company’s key goals. 

Turnover Cut in Half

By integrating assessments early in the hiring process, CBHC saw a clear reduction in turnover, especially among front-line staff in high-stress inpatient environments. While behavioral health roles inherently experience high attrition, CBHC’s turnover rate has improved and now performs better than the statewide average.

Before working with Criteria, CBHC’s overall turnover was 43.2%. Within two years, that number fell to just 20.7%, cutting nearly in half and far outpacing the state average of 34%.

Fewer Incidents and Improved Patient Safety

Since adopting Criteria’s assessments, CBHC has seen a notable decline in unprofessional or unsafe staff–patient interactions. The team at CBHC attributes much of this improvement to the use of Emotify in the hiring process, which they use to assess candidates based on their level of emotional intelligence.

CBHC established a benchmark score for Emotify for patient-facing positions to ensure that employees had the emotional regulation and empathy required to handle challenging patient situations. Staff who meet the Emotify benchmark tend to remain calm under stress, de-escalate situations effectively, and demonstrate sound judgment in patient interactions.

Over time, Emotify became a cornerstone of the hiring strategy across nearly all roles, from patient safety technicians and nurses to administrative and community-based staff. By standardizing assessments across positions, CBHC gained a more holistic view of each candidate and could better predict long-term success.

As CBHC’s CEO Victoria Scanlon explained, “We realized that Emotify really applied to every employee at CBHC because of the patients we serve and our mission. Our patients often struggle to manage their emotions—so it’s essential that our staff can manage theirs.”

Better Leadership Insight

Beyond frontline hiring, CBHC discovered the predictive power of Criteria’s assessments for identifying leadership potential. Over time, the HR team observed that lower CCAT scores among supervisors consistently correlated with future performance issues or turnover. This insight has enabled CBHC to make more data-driven decisions in promotions and leadership development.

Improved Candidate Experience and Engagement

The assessments also helped CBHC streamline and professionalize its recruitment process. Candidates now complete assessments early in the process, demonstrating both their qualifications and their engagement level.

As Melissa Dunham, CBHC’s Human Resources Supervisor explained, “We can tell a lot about a candidate’s commitment just by whether they complete the assessment. Those who follow through tend to be more responsive and motivated. It actually improves the candidate experience because 
they know what to expect and where they stand.”

A More Data-Driven HR Function

Using years of accumulated data, CBHC’s HR team has begun identifying patterns in who succeeds long-term - shifting from simply screening out high-risk candidates to proactively identifying “the prototype” of highly effective employees. This ongoing analysis has turned hiring into a strategic function that supports the agency’s mission at every level. 

Conclusion 

By integrating Criteria’s assessments into their hiring process, Charlotte Behavioral Health Care has built a stronger, more emotionally intelligent workforce. The data-driven insights from Emotify and other assessments have helped CBHC reduce turnover, improve staff–patient interactions, and elevate the overall quality of care. Today, CBHC continues to use these tools not only to minimize risk but also to identify and develop the qualities that define their most successful employees.