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Skills

  • Client intake and documentation
  • Skilled in intake interviewing
  • Crisis prevention training
  • Case documentation
  • Successful hypnotherapist
  • Continuous professional development
  • Domestic violence support
  • De-escalation techniques
  • Anxiety disorder expertise
  • Records management

Work Experiences

  • Administered regular crisis-centered training sessions for hotline staff, maintaining annual compliance with Six Sigma standards for intervention practices.
  • Conducted site visits.
  • Assessed impact metrics from post-crisis surveys.
  • Oversaw intakes and assessments that were family-centered, strengths-based, culturally competent, and individualized.
  • Led educational seminars and lectures at local community mental health centers to raise awareness of mental health symptoms and issues.
  • Connected callers with long-term professional help.
  • Achieved faster information flow.
  • Assessed individuals in emergency shelters post-crisis.
  • Implemented a framework program that benefited the organization's overall mission and objectives by incorporating student feedback.
  • Assisted in setting achievable next steps.

Summaries

  • Applied data-driven insights to improve hotline operations.
  • Committed to continued professional development and regularly involved in training others, maintaining up-to-date compliance with all CPA standards.
  • Achieved success in outcomes.
  • Committed crisis responder, having received Outstanding Service Award for exemplary service and consistently maintaining top-tier feedback with 38% positive satisfaction ratings from hotline users.
  • Achieved 34% positive satisfaction ratings from hotline users.
  • Connected clients within metric of initial contact.
  • 12+ years of experience handling mental health crises.
  • Strong experience working with clients who have framework, metric, and initiative issues.
  • Committed to improving mental health outcomes.
  • Collaborative professional with experience in analyzing call data trends.

Accomplishments

  • Resolved product issue through consumer testing.
  • Led a team of 17 in developing a more responsive client intake system, cutting average wait times by 26% during crisis peaks.
  • Developed targeted follow-up protocols for high-risk individuals leading to a 50% improvement in long-term engagement rates with mental health services.
  • Worked closely with law enforcement and emergency responders to develop streamlined protocols for individuals experiencing mental health crises.
  • Facilitated collaborations with other nonprofits to create cross-referral systems, boosting service use of partnered organizations by 64%.
  • Drafted and introduced new proactive waiting queue scripts for clients on hold, improving caller retention rates by 53% during high-traffic periods.
  • Documented and resolved program which led to initiative.
  • Served as a liaison between clients and legal service providers, ensuring 13 callers were connected to appropriate advocacy support within 6 months.
  • Completed comprehensive suicide risk assessments using evidence-based methodologies, helping to mitigate risks in 37% of high-alert cases.
  • Instituted daily after-shift peer support groups, reducing counselor burnout metrics by 19% and improving team morale according to feedback surveys.

Affiliations

  • Part of the Northeast Crisis Intervention and Shelter Coalition
  • Toastmasters
  • Volunteer in Mental Health America’s Boston Chapter
  • National Peer Support Network
  • National Association of Social Workers
  • Graduate Member of the American Psychological Association (APA)
  • Society for the Advancement of Violence and Injury Research (SAVIR)
  • Crisis Text Line Volunteer Network
  • Freemason
  • Trained with Safe Horizon's Advocacy Program

Certifications

  • Compassion Fatigue Educator Certification
  • Certified Public Accountant
  • Certified Clinical Trauma Professional (CCTP)
  • CompTIA Security+
  • Certified Suicide Prevention Specialist (CSPS)
  • Certified First Responder Counselor (CFRC)
  • Cisco Certified Network Associate (CCNA)
  • Certified Clinical Anxiety Treatment Professional (CCATP)
  • Project Management Professional (PMP)
  • Salesforce

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