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Skills

  • Project organization
  • Team management
  • Crisis trends analysis
  • Problem resolution
  • Shift management
  • Crisis intervention strategies
  • Process improvement
  • Crisis database management
  • Regulatory compliance
  • Emotional intelligence

Work Experiences

  • Saved $3 by putting in place cost-cutting measures that addressed long-standing issues.
  • Assessed patients using mental and physical parameters gleaned from interviews and standardized tests.
  • Balanced heavy caseload of crisis calls.
  • Achieved high ratings in yearly satisfaction surveys.
  • Achieved life-saving outcomes.
  • Co-authored a volunteer training module.
  • Achieved 33% of follow-up calls noting progress.
  • Assisted in the development of a streamlined call-recording system.
  • Boosted Chicago-area counseling by collaborating with interdisciplinary practitioners to develop a 7-prong approach.
  • Addressed spikes in service demand.

Summaries

  • Achieved a 70% reduction in life-threatening incidents.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Clear understanding of project management and budget management as well as workflow optimization training.
  • Committed Crisis Line Volunteer.
  • Strengths in process improvement and cross-functional collaboration backed up by Miscellaneous training.
  • Crisis Line Volunteer is a multi-talented Crisis Line Volunteer who is consistently rewarded for planning and operational improvements.
  • Active advocate for volunteer training and development.
  • Balanced a heavy caseload of 17 crisis calls per shift.
  • Boosted resource accessibility for those in crisis by 46%.

Accomplishments

  • Documented and resolved category which led to metric.
  • Contributed to the creation of a caller satisfaction survey, leading to a 52% increase in feedback for continuous service improvement.
  • Provided over 18 hours of suicide prevention and intervention training to community outreach groups, enhancing their frontline response skills.
  • Worked with local law enforcement to establish new protocols for handling emergency mental health crises, decreasing unnecessary hospitalizations by 27% %.
  • Joined multi-agency task forces to align on protocols for triaging and responding to mental health emergencies in Atlanta, creating a 80% reduction in emergency response times.
  • Reduced repeat crisis calls by 47% through the development and implementation of follow-up practices and check-in calls.
  • Resolved product issue through consumer testing.
  • Facilitated collaborative workshops with local mental health organizations to promote shared best practices, accommodating over 18 participants and leading to 27% more effective cross-organizational partnerships.
  • Conducted post-call follow-ups with high-priority clients, improving the provision of continuous care and reducing crisis recurrence by 37%.
  • Utilized active listening and empathy to assist callers in distress, improving caller satisfaction scores by 23% through personalized support and resource referrals.

Affiliations

  • Project Management Institute
  • Lions Club
  • American Society of Safety Professionals
  • Part of Mental Health America (MHA) Suicide Prevention Network
  • Society of Human Resource Management
  • National Suicide Prevention Lifeline Volunteer Network
  • Trauma-Informed Care Practitioner Membership
  • National Social Work Crisis Intervention Certification
  • Institute for the Study of Trauma and Dissociation Associate Membership
  • National Domestic Violence Hotline Mental Health Volunteer

Certifications

  • Trauma-Informed Care Certification Meridian
  • Certified Mental Health Rehabilitation Technician (Lakeside Partners)
  • CompTIA Security+
  • Cognitive Behavioral Therapy Techniques Training (2018, Northwind)
  • ServSafe
  • Project Management Professional (PMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certification in Child Abuse Prevention (Lakeside Partners, 2018)
  • Certified Anger Management Specialist (Ironclad Systems)
  • Certified Confidentiality and Privacy Professional (CIPP)

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