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Customer Service Training

Location:
Spokane, WA, 99205
Posted:
October 17, 2010

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Resume:

Julia Walker

**** *. *******

Spokane, WA *****

509-***-****

Objective_______________________________________________________

___________________

To obtain a career-orientated position providing opportunities

which will allow me to utilize my experience and work skills

Work

Experience_______________________________________________________

_____________

Skis'kin Employment Services Director

November 2002 - September 2010

Responsible for five delegated employment departments for

services to persons with disabilities to obtain and maintain

employment ranging from an in house workshop, Group Supported

Employment and community inclusive employment. Managed staff of

22+ and services for 120+ individuals. Secure, bid and maintain

documentation of current and past contracts. Provide and develop

train for contract changes, new hires, existing hires. Develop

and maintain standard operating procedures and policies.

Advocate for persons with disabilities. Maintain records and

files for persons served and employees. Assist, advise and

provide responses for accrediting agencies i.e.; CARF, NISH and

DSHS. Address and respond to Request for Provider Qualifications

to renew and establish contracts ie; DSHS and DVR. Employee

scheduling, payroll and addressing concerns. Billing for

services and contracts. Annual budgeting of each department.

Strategic planning and goal tracking. Quality control of

programs and in house contracts. Maintain open and effective

communication with other departments and executive management,

consumers, contracting agencies and outside constituents.

Previously I began my employment as a File Clerk\Receptionist

where my duties included greet and assist visitors as well as

clients with questions related to various programs available.

Disburse and control checks for payee services. Answer and

direct calls on a multi line system. Create and edit

correspondence and forms for various departments. Mail and file

case document information. Assist various departments as needed.

I was then promoted to Service Coordinator overseeing services

for 120+ individuals, providing Positive Behavior Supports and

goal planning through Person Centered Planning in three programs

and maintaining operations of our sheltered workshop before

being promoted to Manager and then the Directors position.

Private Home/DHSH

Health Care Provider February 2001- July 2002

Provide care for special needs child. Help family and child with

task such as learning personal hygiene, communication and basic

child rearing task. Need assessment based on child age and

ability.

North Side Auto Licensing

Title Clerk July 2001 - October 2001

Greet and assist customers with help and questions directly

related to renewal of licensing, registering and titling

vehicles in the state of Washington. Answer phones. Responsible

of daily office responsibilities such as opening office,

balancing cash drawers and account summation.

Sacred Heart Hospital

File Clerk April 2001 - June 2001

A temporary position, assisting with the purging and archiving

of medical records in alpha and numerical order.

Second Chance Corrections Counselor

September 1994 - January 2001

General: Includes monitoring, supervising and accountability of

residents. Experience and knowledge of discipline process for

both State and Federal resident population, from report

preparation to disciplinary hearings. Conducting count, grounds

check and security check list. Knowledge and experience with

chain of evidence procedures. Conducting pat searches,

breathalyzers, and urinalysis test and facility searches.

General filing, report writing and documentation regarding

resident behavior and movement. Assist in the development of

resident case plans and monitor adherence. Transport of

residents. Assist with arrest within the facility. Property

control. Home confinement field checks. Process incoming

residents. Preparation of DT04 face sheets. Bed assignments.

Knowledge and experience of escape procedures. Maintain order,

control and ensure compliance of program rules and guidelines.

Safety Officer: Ensure compliance of all State, Federal and OSHA

safety requirements. Safety audits, audit response, corrective

action plans and final report submissions. Process injury

reports. Maintain safety manual and OSHA 2000 reports. Attend

regional safety meetings. Review and revise Emergency Response

procedure manual annually. Maintain first aid and HAZCOM kits.

Conduct new hire safety training. Maintain employee-training

records. Training Coordinator: Train new employees and training

officers. Maintain and update training manual. Ensure that all

new hires receive maximum training standards, knowledge of

policies and procedures and job content. New hire evaluations.

Classification Committee: Represent Second Chance on a board

with the Department of Corrections staff to offer, advise and

assist in the daily program plans and behavioral assessments of

residents and daily operational procedures of the facility.

Shift Lead: Supervise shift during absence of supervisor. Ensure

daily accountability has been met. Assist and direct in any

facility emergency, security and otherwise. Program Coordinator:

Facilitate and oversee the instruction of such classes as Moral

Reconation Therapy, Anger Stress Management, Parenting and Drug

and Alcohol Counseling. Case manages each member through

compliance of cognitive behavior programs and compliance of

standards and facility rules. Insure all instructors adhere to

guidelines and basic class structure of the programs listed

above.

Spokane Project/COPS Northeast President

February 1993 - September 1994

Chaired a twelve-member board in the development of a Community

Policing Sub-Station. General bookkeeping and accounting.

Obtained building contracts, permits and resources. Conducted

community meetings. Assisted in the development of community

resources and programs. Media control and relations.

Establishing open communications and working solutions with the

police department. Volunteer recruitment. Ensure all individuals

involved were subject to security background check. Assisted in

the development of training curriculum by the police department

and community agencies.

Sunrunner Marina

Processor March 1991 - February 1993

Experience and knowledge in general boat maintenance and body

repair, fiberglass and air tools.

Gatsby's Tavern Waitress January

1990 - January 1991

General waitress duties of serving alcoholic beverages and night

cleaning and closing of establishment.

Spokane City Hall File

Clerk October 1989 - December 1990

General office support, customer service and filing clerk for

Parking Violations Department.

Education________________________________________________________

___________________

Spokane Community Collage

1990- 1993

Course Concentration - Criminal Justice/Counseling Varied

studies in the fields of Criminal Justice and Counseling

including: Knowledge of the law, police enforcement strategies,

inmate management methods, security techniques, defense tactics,

ethics, writing skills, case management, interpersonal

communication, family dynamics, group and individual counseling,

English and additional course work and electives.

.

Certificates, Acknowledgements and Additional Training

____________

Criminal Justice Training Commission Academy Graduate

MRT/ Parenting/ Anger Stress/ Life Skills/Right Response

Facilitator

Disaster Search and Rescue

Arrest, Search and Seizure

Level of Service Inventory Revised (LSI-R)

Leadership 2000

Peak Performer Award

Employee of the Year

Title Clerk Certification

Community Protection Certified

Piece rate and commencement wages training

Benefits Planning for Rehabilitation Professionals

Disability Awareness training

Person Centered Planning, coaching and support training

BSCAI Custodial Supervisor Workshop

Functional Assessments

Behavior Support Plan writing

References_______________________________________________________

___________________

Available upon request.



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