Customer Service Manager
Resume:
Diane Marie Jardine, M.Ed., CRC, CCM, CLCP
*** ********** *****, ************, ******* 32225
************@*****.***
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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