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Skills

  • De-escalation techniques
  • Client confidentiality and ethical practices
  • Client case documentation
  • Crisis hotline software proficiency
  • Empathy in crisis situations
  • Action plan creation
  • First Aid/CPR
  • Cultural competency
  • Process improvement
  • Business operations

Work Experiences

  • Aimed at stress reduction.
  • Boosted Atlanta-area counseling by collaborating with interdisciplinary practitioners to develop a 17-prong approach.
  • Achieved 61% usage rate.
  • Answered 17 calls per two years to help customers with their questions and concerns.
  • Solved system issues, improved operations, and provided excellent customer service.
  • Looked for industry trends on social media and through online sources.
  • Had an excellent attendance record and was always on time for work.
  • Devised and improved treatment strategies to ensure continued progress.
  • Achieved results in the subsequent 48 hours post-crisis.
  • Transported Tableau to the past year customer locations.

Summaries

  • Dedicated Crisis Line Worker with experience providing caring and compassionate support for initiative issues.
  • Clients were educated in order to gain a better understanding of their diagnosis or treatment.
  • Maintaining documentation, managing cases, and coordinating crisis interventions are all skills she possesses.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Consistently achieved high client satisfaction rates of 36%.
  • Collaborated with local authorities and multidisciplinary teams.
  • To combat procedure and process issues, develop and lead effective therapeutic, prevention, and educational initiatives.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Collaborative team member.
  • 16 years of experience advocating for clients to gain access to resources and expand their support networks.

Accomplishments

  • Improved client service outcomes by reviewing and adjusting intake procedures, reducing call wait times by 21%, and enhancing overall client satisfaction.
  • Led a system-wide initiative to adopt new call documentation software that reduced documentation time by 75% and improved accuracy in client reporting.
  • Partnered with emergency services and law enforcement to assess risk levels, facilitating emergency response coordination efficiently in 3 high-risk situations.
  • Led de-escalation protocols during emergency situations, with 32% of crisis clients successfully stabilized without requiring further escalation.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented crisis interventions in compliance with state regulations, achieving a 73% accuracy rate during internal audits.
  • Documented and resolved initiative which led to process.
  • Collaborated with team of 14 in the development of category.
  • Established an internal resource library for staff, contributing to improved case management and a 37% increase in team effectiveness.
  • Addressed an average of 10 crisis calls per shift with a focus on active listening, quickly mobilizing necessary resources to ensure client safety.

Affiliations

  • Society for Social Work Leadership in Health Care (SSWLHC)
  • National Association of Crisis Counselors
  • Society of Human Resource Management
  • Emotional Support Helpline Volunteers Network
  • International Association of Trauma Recovery Coaches
  • Toastmasters
  • National Suicide Prevention Lifeline Network
  • Association for Computing Machinery
  • American Medical Informatics Association
  • Trauma-Informed Care Practitioner Network

Certifications

  • Certified Trauma Support Specialist (CTSS) by Cedar Works
  • Certified Peer Recovery Specialist (CPRS)
  • Project Management Professional (PMP)
  • Certified Public Accountant (CPA)
  • Collaborative Problem Solving Certification (CPS) by Harbor & Co.
  • CompTIA A+ Technician
  • First Aid/CPR Certified
  • Certified Behavioral Health Technician (CBHT)
  • Masters in Social Work (MSW) with Crisis Focus
  • SHRM Certified Professional (SHRM-CP)

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