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Customer Service Manager

Location:
Jacksonville, FL, 32225
Salary:
46,000
Posted:
August 16, 2013

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Resume:

Diane Marie Jardine, M.Ed., CRC, CCM, CLCP

*** ********** *****, ************, ******* 32225

904-***-****

ab4tie@r.postjobfree.com

Professional Licenses and Certifications:

Certified Rehabilitation Counselor-Commission on Rehabilitation Counselor Certification (CRC)

Certified Case Manager-Commission for Case Manager Certification (CCM)

Certified Life Care Planner-International Commission on Health Care Certification (CLCP)

Professional Experience:

Vocational Rehabilitation Counselor 12/11-03/13

Service Source

• Provided employment services to individuals with disabilities.

• Conducted in depth Eligibility Determinations using medical documentation. Provided Career

Guidance Counseling, Vocational Case Management, and Job Seeking Skills Training.

• Provided individualized planning for employment with eligible customers.

• Provided Job Development and Placement through referrals to vendors.

• Met federal mandates for timeframes and individual goals.

• Communicated with all case partners-Individuals, Family Members, Academic Advisors,

Vendors, etc.

Vocational Rehabilitation Counselor-(Sub-Contractor) 07/11-

12/11

Momentum Healthcare/Voyager Rehabilitation

• Provided vocational, academic and adaptive counseling and employment services to veterans.

• Conducted in depth Vocational Assessments. Provided Vocational Case Management, and Job

Seeking Skills Training.

• Became proficient in Shipley 2-Intelligence testing and the WRAT4-Academic Achievement

testing.

• Provided in home visits and recommended and purchased needed in home accommodations.

Wrote reports.

• Communicated with all case partners-VA Counselors, Academic Advisors, Vendors, etc.

Department of Education/Division of Vocational Rehabilitation 07/10-03-11

Vocational Rehabilitation Supervisor

• Hired and trained Vocational Rehabilitation Counselor staff, and support staff.

• Maintained great customer service. Improved case compliance within unit.

Department of Education/Division of Vocational Rehabilitation 02/06-07/10

Vocational Rehabilitation Consultant

• Managed caseload of injured workers.

• Conducted in depth screening for eligibility. Conducted interest inventories (COPS and COPES

and SDS), aptitude tests (CAPS) and academic testing using TABE and Transferable Skills

Analyses using OASYS, along with vocational interviews on each case.

• Provided vocational counseling, career planning, job development, employability skills training,

and interview coaching. Provided adjustment counseling, crisis counseling and referrals to

community resources.

• Reviewed medical documentation for diagnoses and physical restrictions. Communicated often

with all case partners: injured workers, employers, adjusters, doctors, attorneys, and family

members.

• Developed plans to either secure employment for an injured worker or sponsor them in a training

program.

• Provided academic guidance and post-graduation placement services.

• Resolved fiscal issues with vendors. Wrote case notes and letters, as required. Trained

counselors. Supervised Rehabilitation Counseling student intern.

• Consulted with QRPs (Qualified Rehabilitation Professional). Facilitated QRP training. Trained

new QRPs and provided on-going technical assistance.

• Attended job fairs. Developed relationships with employers and Work Source staff. Facilitated

Orientations for new clients five times per month. Attended Networking Groups such as Job

Opportunities Consortium. Built relationship with Business Leadership Network. Attended

Real$ense Money Smart courses and volunteered as a trainer for adults with disabilities.

• Wrote a Training Manual for new QRPs. Exceeded Service and Marketing Goals. Won Sapphire

Awards for outstanding customer service, outstanding networking and leadership.

Work Opportunities Unlimited, Inc.

Director of School Programs/Quality Assurance

Consultant 2005-2006

Director of School Programs/Quality Assurance 12/00-10/05

• Developed and managed a new office in Boston serving adults with disabilities and High School

students in Special Education.

• Developed the Career Links Transition Program business from working with one school to

working with eleven schools. Recruited and developed new staff.

• Developed community based internships and paid jobs for students in Special Education.

• Facilitated Person- Centered Career Planning sessions with all customers and their teams.

• Conducted Vocational Intake interviews and Interest Inventories with participants.

• Trained all staff to be job developers.

• Trained all staff and teachers in Supported Employment and Career Planning.

• Provided technical assistance to schools. Acted as a consultant to several school districts.

• Developed relationship with employers.

• Active in several Chambers of Commerce.

Methuen Public Schools

Vocational Program Coordinator/Transition 09/97-

12/00

Coordinator

• Developed and managed an employment/transition program serving up to 200 high school

students in Special Education.

• Advocated for, hired and trained five full-time Job Coaches. Continually added new and

improved services and programs for the students.

• Conducted interest inventories with all students.

• Developed community based sites to perform situational assessments and wrote Functional

Vocational Assessments on students by IEP team request.

• Developed a new summer internship program.

• Created relationships with local employers.

• Created a system of documentation and internal marketing. Developed a wide variety of

community based internships and paid jobs for students in Special Education to match their

interests.

• Held Person-Centered Career Planning meetings for all students which involved people of the

student’s choice.

• Developed written Post -Secondary Plans with each student. Acted as a liaison with school

personnel and students.

• Held Guest Speaker Weeks and Job Fairs with community based employers and involved all

students in the high school.

• Developed community based Job Shadow Day sites for all students in the high school with

community based employers.

• Appeared in local cable television and local news.

• Made referrals for community resources such as VR, transportation needs, etc. Developed an

annual program evaluation that was presented to the School Committee and resulted in program

growth each year. Wrote grants.

Institute for Community Inclusion at Children’s Hospital, Boston, MA

Program Supervisor 01/94 – 09/97

• Managed two programs providing employment services/job creation to adults with significant

disabilities.

• Supervised four full time Employment Training Specialists.

• Developed a Job Club.

• Participated in proposal revision.

Specialized Housing, Inc.

Residential Live In Staff 10/93-08/95

Supervised 10 adults with developmental disabilities both at night and in the morning with hygiene and

chores. Provided weekend shift supervision and grocery shopping.

Work, Inc., Quincy, MA

Vocational Case Manager 04/91 - 01/94

Managed case load of adults with developmental disabilities. This included vocational planning,

individual career planning and job development for adults with developmental disabilities.

Residential House Manager 08/90-04/91

Residential Assistant House Manager 08/88-08/90

Residential Staff and Live In staff 08/86-08/88

Education:

Master of Education in Rehabilitation Counseling

University of Massachusetts at Boston

Morrissey Boulevard, Dorchester, Massachusetts 02124

Bachelor of Arts in Psychology with minors in Philosophy and Economics

University of Massachusetts at Boston

Morrissey Boulevard, Dorchester, Massachusetts 02124

Money Smart Trainer –Real$ense, Jacksonville, Florida



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