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Skills

  • Crisis leadership recognition
  • Personality disorder treatment aptitude
  • Immediate intervention during crises
  • De-escalation techniques
  • Crisis intervention
  • Biopsychosocial assessments
  • Continuous learning in mental health interventions
  • Resource navigation and referral management
  • Caller debriefing and protocol feedback
  • Client follow-up and wellbeing monitoring

Work Experiences

  • Awarded Scrum Master after successfully completing 7-hour crisis intervention training, enhancing skills in trauma-informed communication.
  • Consistently met key performance indicators.
  • Consistently met key performance indicators such as response time, call resolution, and post-call follow-up rates detailed in PMP standards.
  • Collaborated with mental health professionals on-call to offer immediate risk assessments and referrals, leading to an increase in crisis response effectiveness by 71%.
  • Helped clients transition smoothly by encouraging and reassuring them throughout the process.
  • Achieved internal assessment improvement of 79%.
  • Contributed to a 18% increase in donor funding.
  • Was in charge of a caseload of 5 patients who had substance abuse issues as well as co-occurring Axis I and II disorders.
  • Built strong rapport with regular high-risk callers, applying compassionate communication techniques which resulted in improved trust and a 41% reduced re-ocurrence rate.
  • Assisted in crisis debriefing meetings.

Summaries

  • Achieved 14 successful cases from timely interventions.
  • Adhered to framework guidelines.
  • Assisted over 4 calls per month.
  • Built a motivated workforce by recruiting and training 16 new hotline volunteers, resulting in a 46% increase in crisis call handling efficiency.
  • Calmly navigated callers through emotional turmoil.
  • Strengths in strategic planning and vendor management backed up by Miscellaneous training.
  • Clear understanding of data analysis and team leadership as well as performance reporting training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Skilled at establishing and maintaining therapeutic relationships as well as assisting patients in achieving their goals.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.

Accomplishments

  • Facilitated over 13 successful interventions by employing psychological first aid techniques during high-risk crisis situations in 2018.
  • Achieved 3 consecutive months with 70% service-level agreement compliance for response rates.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Coordinated with external mental health professionals to secure emergency services for 37% of callers in need of immediate action.
  • Resolved product issue through consumer testing.
  • Organized and conducted monthly peer reviews of volunteer performance, contributing to a 17% improvement in response effectiveness.
  • Executed post-intervention monitoring for up to 17 high-risk callers, maintaining open communications to prevent escalation.
  • Documented and resolved metric which led to initiative.
  • Managed post-call follow-up processes with a 48% completion rate, ensuring continued support and engagement.
  • Collaborated with team of 7 in the development of method.

Affiliations

  • American Foundation for Suicide Prevention (AFSP) - Advocacy Volunteer 2022
  • Equal Justice USA (Transforming the Trauma of Violence) - Crisis Interventionist 2017
  • National Organization for Victim Assistance (NOVA) - Crisis Volunteer 2022
  • Society for Psychotherapy Integration (SEPI) - Active Participant 2018
  • Crisis Intervention Team (CIT) - Certification in Crisis Management 2021
  • Freemason
  • The American Association for Emergency Psychiatric Services - Member 2016
  • Suicide Prevention Resource Center (SPRC) - Crisis Management Training 2022
  • Association for Computing Machinery
  • American Marketing Association

Certifications

  • ServSafe
  • Certified in Youth Mental Health First Aid (YMHFA) - Northwind
  • Volunteer Management Certification – Ironclad Systems
  • Certified Mental Health Crisis Responder - Brightline
  • Salesforce
  • Emergency Mental Health Crisis Intervention Certificate - initiative
  • Emotional Intelligence Certification - framework
  • Certified Public Accountant (CPA)
  • Certified Crisis Intervention Counselor (CCIC) – Northwind
  • Call Center Intervention Advanced Certificate - Beacon Labs

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