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Customer Service Training

Location:
Pensacola, FL, 32507
Posted:
July 12, 2011

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Resume:

Karla L. Kemble

**** ********** **. ( Pensacola, FL 32507 ( 228-***-**** ( Email:

abg6td@r.postjobfree.com

HIGHLIGHTS:

. Offer experience in the fields of customer service, law enforcement,

social services, and teaching in support of family services, child

welfare, and community volunteer and pilot programs.

. Contribute a strong background interacting with individuals of various

age groups and diverse educational, socioeconomic, and cultural

backgrounds and high-risk youth.

. Experience with the crisis response as an intensive intervention Crisis

Counselor.

. Awarded for highest level of work productivity. Awarded for excellent

documentation and thorough and confident responses to attorney's

questions for case subpoenaed to testify in court concerning work

performed/provided on past client. Awarded for being specifically

mentioned by the contract monitors for state Coalition of Accreditations

Standards for stellar work in files and for files being an exemplary

example for other employees to follow. Awarded for high quality of work,

flexibility and positive relationships with other agencies and the best

service to clients. Awarded for completing work and documentation in

timely manner; rarely having to be asked for work to be completed and is

thorough yet concise; conscientious of time frames and timelines. Met or

exceeded twice-yearly Performance Evaluations conducted by each employer.

. Chosen by District Manager to complete Team Training Facilitator training

for ability to develop and sustain a team-oriented work environment.

. Software: Microsoft (Word), Excel, Corel Draw, Internet and email user.

Department of Children and Families Home Safety Network.

EXPERIENCE:

Lakeview Baptist Health Behavioral Center

2001 - 2006

(Contract Managers for non-profit agencies Children's Home

Society and Families Count, Pensacola, Florida)

Children's Home Society

Promoted: From Specialist to Counselor II (Family Intervention Resource &

Support Team (FIRST)

. Educated families in crisis referred by The Department of Children and

Families (DCF), Voluntary Protective Services, Foster Care, County Health

Departments such as Women Infants and Children (WIC) and area social

service agencies, on the definitions and the effects of abuse/neglect on

children, developmental stages of their children, appropriate nutrition,

cycle of abuse in domestic violence, anger management, conflict

resolution skills, relationship skills, and stress management.

. Planned and coordinated services to assist family, provided family

assessments and support, and developed case plans for individual

counseling and intensive crisis intervention.

. Collaborated with community resources, submitted status reports and case

summaries to protective investigators and caseworkers.

. Managed 40 to 50 active and revolving case files annually, attended court

to testify, disseminated information, and provided support to DCF and law

enforcement.

. Trained new Family Support Workers, Specialist and Counselors to the

FIRST program.

. Developed and implemented improvements to productivity log, which

resulted in an easier and less time-consuming method for both management

and new employees.

. Advised Program Director of safety concerns resulting in changes to the

safety policy and procedures.

. Received commendable recognition by contract auditors for high attention

to detail and excellent documentation in case management - auditors

requested to have files set as a standard for others to follow.

. Participated in Family Team Conferencing in an effort to facilitate ways

to help clients in a collaborative effort with other agencies involved

resulted in better services provided to the clients and higher success

rates achieved.

. Testified in court on case management when necessary.

. Commended by court officials for the excellent representation of case

files, case management, thorough documentation, and service provided to

the children and families that were under review.

Families Count (Northwest Florida Comprehensive Services

for Children, Inc., Pensacola, FL)

. Handpicked by District Director to oversee and implement Family Support

Team pilot program, resulting in promotion from Parent/Aide/Home Visitor

to Specialist. (Family Support Team - Original Pilot Program for

Children's Home Society's FIRST team)

. Commended by Program Director for maintaining the overall lowest rate of

repeat offenders.

. Worked as a home visitor-parenting aide with focus on parenting education

for birth to 5 year old prior to pilot program.

. Created new format that was implemented as a standard for all case notes

that allowed for more important details, made documentation more

thorough, easier to read and consistent throughout everyone's files.

Teacher, (Homeschooling Program under Grace Christian School),

Pensacola, Florida 1996 -

2002

. Developed network with fellow home schoolteachers to discuss group

activities, teaching techniques, and material/lesson plans to teach

approximately 30 children.

. Exchanged ideas, disseminated information, and provided support to new

home schoolteachers via Classical Education Support Online Group.

. Joined children's plays, participated in local parades, and scheduled

themed field trips in support of community programs.

. Led young adult camp group and contributed as part of cleaning crew that

was in charge of cleaning eastern countywide area.

. Created arts and crafts for Hospice children and coordinated community

drives.

CERTIFICATION

Basic Employment, Criminal Justice Standards and Training

Commission, Florida Department of Law

Enforcement, 2001

Zenger-Miller Facilitator Training Certification, 1994

CREDENTIALS:

Applied Principles of Learning, 1997

EDUCATION:

American Military University

Bachelors in Clinical & Forensic Psychology, graduate with Honors

(June, 2011)

ACHS, Golden Key International Honor Society Invitation Only

Member, 4.0 GPA

Candidate for Master's in Counseling Program at Walden University

(beginning Fall, 2011)

Seminars, conferences, and trainings attended through company

program/CEC for MSW and RN:

Child Abuse - From Investigation to PALS Workshop

Disposition, 4/2003 Strong Voices for Children Workshop

Case Planning and Allegation Matrix Susan Tohn's Solution Focused Brief

Basic Recruit & Law Enforcement Basic, Therapy with Children and Families, 5/2005

4/2001 & 11/2005

Family Team Conference Cross Cultural Competency, 4/2005

Child Abuse and Domestic Violence Grief Training by Hospice, 2/2006

Investigations Conflict Resolution Training, 1/2006

Advanced Training for Child Sexual Abuse National Alliance for Drug Endangered

Investigations Children, 7/2004

Nurturing Parenting Facilitator Training, Methamphetamine Labs Training, 7/2004

2003 Methamphetamine Abuse: Trends,

Child Abuse Training, 20 hours annually Consequences and

2001-2006 Interventions, 11/2005

Drug Free Workplace Policy Comprehensive Approach to Attention

Child Safety Assessment Deficit Disorder, 3/2005

Child Protection Team Workshop, 11/2001 Understanding the Antisocial Personality,

Strong Voices for Children Workshop, 3/2006

1/2002 Identifying an At-Risk Child, 1/2002

Addiction and the Family, 2002 Failure to Thrive Training

Child Protection Pre-Service Training, Comprehensive Approach to ADHD/ADD

3/2004 Infant Mental Health: From Relationships

Families First Network and Department of to School

Children and Readiness

Families Case Planning Finding a Heat in the Dark

"If I Only Had a Brain - The Importance of

Early Childhood

Education"

Invest in Quality Time and "Ooops, Parents

Say What

You Mean and Mean What You Say, Promoting

Parent

Power Conference

VOLUNTEER:

. Hospice Compassus, of Louisiana/Mississippi, 2010-Present

. Family Readiness Program, Marine Corps Community Services,

2008-2009

. Deputy (Reserve, part-time), Escambia County Sheriff's

Dept., 2002

. Cops for Kids (Child Abuse Prevention Awareness Month), 2001

- 2004

. Blue Ribbon Committee (The Blue Ribbon Campaign), 2001-2004

. West Florida Home School Education Support League, 1998 -

2000

. 4-H, Institute of Food and Agricultural Sciences, University

of Florida, Cooperative Extension Service, 1998 - 2000



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