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Skills

  • Method equipment
  • Handling Domestic Violence and Abuse Cases
  • Customer service
  • Client Needs Assessment and Action Plans
  • Problem resolution
  • Budgets
  • Creating Personalized Safety Plans
  • Data-Driven Decision Making in Hotline Operations
  • Project organization
  • Remote Crisis Consultation and Support

Work Experiences

  • Transported Workday to three years customer locations.
  • Conducted weekly case debriefs and collaborated with volunteer teams to maximize efficiency in resource referrals, reducing response lag by 82% over several months.
  • Collected critical data on call trends to help leadership design a streamlined resource referral system, increasing client engagement by 37%.
  • Authored comprehensive reports detailing patterns in caller behavior and emerging safety concerns, leading to improved resource distribution across Austin.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Adhered to protocols.
  • Achieved a 24% annual retention rate.
  • Achieved a 65% reduction in first-week caller mistakes.
  • Assisted over 16 clients per week in developing personalized action plans focusing on long-term emotional recovery.
  • Achieved 79% program improvements.

Summaries

  • Authored detailed reports on crisis trends.
  • Accomplished in supporting victims of domestic violence and coordinating immediate interventions with law enforcement and local resources for client safety and security.
  • Accomplished Hotline Advocate who effectively collaborates with law enforcement and community partners to ensure expedited safety resources for clients after incidents of domestic violence.
  • Adaptable advocate proficient in managing sensitive information.
  • Hotline Advocate with 17 years of successful strategic planning and budget management experience.
  • Client-centered Hotline Advocate with a strong ability to author reports on caller behavior and safety trends, strengthening the organization’s ability to serve at-risk populations effectively.
  • Certified in Scrum Master.
  • Adept at handling sensitive crisis calls.
  • Costs were consistently reduced while profits were increased.
  • Certified in ITIL, I excel at handling complex cases in a crisis environment, offering thoughtful support and counseling to abuse survivors while maintaining confidentiality.

Accomplishments

  • Earned Scrum Master in crisis intervention techniques, enhancing ability to handle high-acuity cases and provide specialized emotional support.
  • Collaborated with clinical teams to implement follow-up plans for 3 clients, leading to a 68% decrease in crisis recurrences over several months.
  • Played a critical role in drafting operational guidelines used by new advocates, improving onboarding efficiency and reducing procedural errors by 59%.
  • Resolved product issue through consumer testing.
  • Led the research and analysis of hotline usage trends, helping adjust service offerings and improve outreach efforts with a 24% growth in client stabilization rates.
  • Partnered with local shelters and mental health clinics to secure emergency housing for endangered clients, resulting in 9 safe emergency relocations over one year.
  • Provided remote emotional support to over 5 clients, utilizing de-escalation techniques to diffuse potential crises without requiring on-site interventions.
  • Coordinated emergency relocation for domestic abuse victims to Boston, securing immediate protection for 9 at-risk individuals.
  • Advised 4 community organizations on how to better serve high-risk populations, resulting in collaborative partnerships and improved client outreach.
  • Provided targeted aftercare recommendations for clients exiting crisis stages, decreasing risk of recurrence by 33% over a course of 18 months.

Affiliations

  • Society of Human Resource Management
  • Interagency Domestic Violence Council Membership
  • American Marketing Association
  • Association of Information Technology Professionals
  • International Council of Nurses
  • Sexual Assault Crisis Support Committee
  • University Crisis Intervention Club
  • National Association of Crisis Organization Directors
  • National Association of Social Workers
  • American Public Health Association, Violence Prevention Section

Certifications

  • CompTIA A+ Technician
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Network+
  • Certification in Peer Support Advocacy - Cedar Works
  • Certified Public Accountant
  • Completion of the 40-Hour Crisis Intervention Training (CIT) - system
  • Salesforce
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Training in Domestic Violence Emergency Response - Phoenix
  • Professional Child and Family Advocate Certification - Vantage

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