Manager Customer Service

*** ******** ****** • NEW HAVEN CT *****

PHONE 203-***-**** • E MAIL ********@*********.***

TARSHIMA DOWNING

OBJECTIVE

To obtain a Residential Program Director Associate position with an

established and professional organization that will enable me to fully

utilize the skills and knowledge I have gained to provide the highest

quality care and service to those in need. Also, to be employed with an

organization that offers growth and advancement opportunities.

SKILLS

Great oral and written communication skills, excellent interpersonal skills

proficient in data entry: Microsoft Word, Office, Access, and Excel;

skilled in sales, office management and staff supervision, experienced in

problem analysis and resolution, exceptional customer service and

marketing skills, knowledgeable in staff development and leadership,

efficient at multitasking, committed to achieving business and company

goals and objectives, dedicated to hard work, highly motivated to help,

ability to work independently and as a reliable team player, and sensitive

to the needs of those less fortunate.

FUNCTIONAL SUMMARY

Several years of case management and human service experience working

directly with various target populations inclusive of MR/DD, MH/MI,

Dually Diagnosed, and those with socioeconomic issues in a multiplicity

of settings. Extensive case management and direct care training provided

by the State of CT department of Mental Health Services (DMHAS).

Training subjects include: child and adult First Aide/CPR; medication

administration, dynamics of case management, motivational enhancement

therapy & technique, introduction to co occurring disorders, dialectical

behavior therapy, crisis intervention, domestic violence, and intensive in

home services and substance abuse awareness/prevention

EMPLOYMENT

[ November 2009 August 2010 ] Community Action Agency New

Haven, CT

Housing Coordinator

Responsible for day to day operations within CAANH in addition to

maintaining caseload

Develop and maintain office systems and operational systems that

support the housing program

Obtain pertinent information and conduct needs assessments

Provide counseling and individual development plans for customers

and families as well as promote self sufficiency

Monitor quality and evaluate production measurements within

department

Oversee activities of staff as well as asses services being provided

throughout agency

Assist homeowners with loan modification options

Negotiates with banks and mortgage companies regarding payment

arrangements and foreclosure prevention

Determined emergency housing eligibility and monitored hud

occupancy requirements

[ October 1993 July 2008 ] Opportunity House Inc. New Haven

CT

Direct Care Associate

Provided support to autistic and MR/DD adults in a residential

home

Implemented and monitored behavioral programs

Taught basic ADL/life skills

Assisted in creating individual plans of care

Supervised staff during overnight shift and day program

activities

[ September 2004 August 2007 ] Harbor Health Services Branford

CT

Mental Health Case Manager

Provided community based case management

Conducted ongoing assessment of clients mental health

status and service needs

Developed service plans to assist and support clients in

reaching goal of self sufficiency

Monitored daily progress of clients and provided

summaries and reports to supervisor and clinical support

staff

Assisted clinical social workers with emergency crisis

intervention services and follow up with Yale Psychiatric

Hospital

[ July 2001 November 2003 ] Hill Health Center New Haven CT

Mental Health Case Manager

Provided case management services to adults with Co

occurring disorders

Conducted intake pre screenings to determine eligibility and

service needs

Completed assessments and assisted clients with obtaining

additional benefits

Performed outreach and retention services to clients having

difficulty adhering to program schedule

Facilitated monthly orientation and group meetings

Supervised intensive case management unit

[ September 1997 July 2000 ] Immanuel Baptist Shelter New Haven

CT

Case Manager

Assisted homeless males with appropriate case management

services

Completed intake assessments and developed service plans as

needed

Collaborated with Veterans Affairs, DMHAS, and Regional

Workforce Development Board to assist clients in becoming

self sufficient

Performed Dispatch services and emergency services regarding

homeless consumers

EDUCATION

Springfield College

Springfield, MA

12/2003 Bachelor Of Science/ Human Service

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