Mental Health Customer Service
Resume:
Rhonda L. Falore
Glendale, AZ 85305
ad60q6@r.postjobfree.com
HIGHLIGHTS
• 17 plus years of customer service experience with 10 years in mental health field
• Energetic performer consistently cited for unbridled passion for work, sunny disposition, and upbeat attitude
• Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle concurrent projects to provide quality services to at-risk populations.
• Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation
• Developed cooperative program relationships with other agencies in the mental health and social service systems to facilitate effective patient care and services. EXPERIENCE
Support Coordinator Lead
Arizona Department of Economics Security
November 2022-Present
• Drive a vehicle to conduct onsite visits to members’ homes, schools and/or program sites to develop relationships and to discuss service needs and supports
• Develop, write, review, monitor and evaluate Individual Support Plan (ISP) in accordance with mandated timeliness and document individual progress and concerns, and complete appropriate referrals to community agencies
• Research community for available resources to meet needs identified in ISP and to inform member of resource options
• Facilitate meetings and program visits to assist with member/family choices; Complete referrals for assessed/covered services
• Collaborate with community agencies to provide assistance and support to members and families in crisis.
• Working on the principles and practices of case management
• Developing, evaluating, and maintaining member service plans
• Interviewing, counseling, and interacting with members and family members
• Identifying problem identification and resolution. Case Manager/Housing Coordinator
Copa Health- Mesa Arizona
8/2022-11/2022
● Manage a heavy caseload of 80-100 members to ensure proper delivery of services and to assist clients with meeting their psychosocial needs.
● Direct a cross-functional team of 20 plus healthcare professionals, including MD’s, RN’s, LPN’s and patient service associates.
● Collaborated with healthcare professionals to connect clients to community resources and supportive services.
● Provide crisis intervention and support to clients to reduce hospital readmissions and emergency room visits.
● Coordinate services and resources for clients to aid in the increase in client empowerment and increase family satisfaction.
● Develop and maintain relationships with community partners to increase community resource availability and utilization.
● Provided resources, referrals and any other supportive services for housing for clients and their families.
Project Manager
AHCCMS - Phoenix, AZ
07/2021 to 08/2022
● Fulfilled all administrative, fiscal and supervisory responsibilities required for the successful development and operations of a house for adults living with severe and persistent mental health illness
● Developed program services and policies, supervised and trained incoming staff.
● Provided support, ADL's, client centered care
● Developed group therapy curriculum
● Provided individual support and facilitated educational and recreational activities
● Provide monitoring and support to my clients to help promote mental health stability, independence and safe housing.
● Work independently and with staff on program development to improve service delivery.
Residential Treatment Specialist
UCAN- Chicago, Illinois
01/2021-07/2021
• Responsible for direct supervision of clients always due to the nature of the client.
• Passing and monitoring of client's medication
• Facilitating groups such as DBT Skills, Life Skills and making sure the members are performing life skills daily.
• Responsible for transporting members to medical appointments, school, social events and family visits.
• Implementing of a daily schedule, behavior management HCBS and Day Program Manager
Zion Compassion Care LLC- Mesa AZ
9/2020-01/2021
• Provide supervision to a program that provides developmental, educational and vocational activities for developmentally disabled adolescents.
• Working with and providing support to the members we serve.
• Supervising staff, directing activities, planning community outings and ensuring the program operates at a high level of quality.
• Develop, implement and review formal training within the program.
• Review general reports and behavior tracking forms.
• Meet with the executive director and provide updates weekly. Case Manager, CABHI Program
A Safe Haven - Chicago, IL
2019 to 2020
• Assess the client's situation and needs.
• Work with clients to develop goals and an action plan.
• Facilitate access to community resources.
• Coordinate and monitor services.
• Meet regularly to evaluate progress, identify and provide emergency crisis services if necessary.
Case Manager
Heartland Alliance-Chicago, Illinois
2018-2019
• Provides clinical case management services to program participants through a short-term case management model.
• Receives case assignments, establishes service plans, reviews case progress and determines case closure through the supervisor of the assigned program and in accord with funder requirements.
• Develops, implements, oversees and follows up with program participant treatment plans to ensure that realistic goals and deadlines of accomplishments are being met.
• Establishes and maintains a professional and therapeutic relationship within the guidelines of professional standards, program participant profiles, confidentiality laws and the newest clinical research available.
Residential Treatment Specialist
Lutheran Social Services of Illinois -Chicago, IL
2017-2018
• Supervised the residents in recreational/educational activities and direct treatment team staff in the implementation of daily plans.
• Conducted regularly scheduled meetings with residents and appropriately engaged them to identify interests, strengths, goals, dreams and aspirations while offering encouragement and empowerment through shared experience to enhance strengths and capabilities for members.
• Lead residents in observing rules of the Center and address all behavior of the residents in accordance with the Behavioral Management Program and had primary responsibility for deciding on modification and individualization of the treatment process.
Behavioral Staff
Catholic Charities-2015-2018
• Supervised the residents in recreational/educational activities and direct treatment team staff in the implementation of daily plans.
• Conducted regularly scheduled meetings with residents and appropriately engaged them to identify interests, strengths, goals, dreams and aspirations while offering encouragement and empowerment through shared experience to enhance strengths and capabilities for members.
• Lead residents in observing rules of the Center and address all behavior of the residents in accordance with the Behavioral Management Program and had primary responsibility for deciding on modification and individualization of the treatment process.
Education
Indiana University, Richmond Indiana
Bachelor of Science in Psychology, 6/2020
Skills
● Case Management
● Program Management
● Autism Experience
● Developmental Disabilities Experience
● Group Therapy
● Special Education
Certifications
Article 9
March 2024
Level One Fingerprint Clearance Card
2020-2026
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