Customer Service Mental Health
Resume:
Mary Hancock
Email: *********@********.***
Address: **** **** ***** ******
City: Hazel Park
State: MI
Zip: 48030
Country: USA
Phone: 248-***-****
Skill Level: Experienced
Salary Range: $55,000
Primary Skills/Experience:
Leadership Interpersonal Skills Comprehensive Reporting Clinical Assessments Customer Service
Educational Background:
Masters Degree, Community Mental Health/Guidance & Counseling
Oakland University, 09/1992 - 04/1998
Rochester, MI
Not Selected,, Not Selected
Job History / Details:
MARY K HANCOCK
1553 East Harry Avenue*Hazel Park, Michigan 48030
248-***-**************@********.***
BEHAVIORAL CASE MANAGEMENT
Performance and results-driven mental health
professional with extensive experience in addressing
the clinical and administrative needs of clients
within major Mental Health Agency environments.
* Leads crisis interventions that address multiple
mental health issues, including Women`s Abuse.
* Performs client assessments and develops Master and
individual treatment plans.
* Provides community resource access and makes
appropriate client referrals.
* Builds strong, trustful client and client family
relationships through outstanding customer service.
AREAS OF EXPERTISE
Leadership
Behavioral Case Management
Customer Service Management Training
Clinical Assessments / Diagnosis
Master / Individual Treatment Planning
Co-Occurring Issues
Comprehensive Reporting* Cultural Diversity
Interpersonal Skills
Customer Service
PROFESSIONAL EXPERIENCE
COMMON GROUND, Pontiac, Royal Oak Michigan * 2007-
Present
A large non-profit mental health agency serving 40K+
annually.
Crisis Interventionist I, Pontiac (2012-Present)
Leads crisis interventions and provides support to
individuals and families affected by mental health,
substance abuse and family crisis issues. Promoted and
participated in activities such as home visits to
facilitate client and family recovery. Partnered with
crisis safety-net providers, including CMH providers
and networks, area hospital emergency services and the
Access system. Produces comprehensive clinical notes
on client interface.
* Rapidly established trusting client relationships.
* Advanced client progress through the utilization of
community resources and CMH resources and services, as
well as making appropriate service referrals.
Clinical Social Worker, Royal Oak (2010-2012)
Conducted individual and group therapy sessions.
Performed crisis interventions. Connected clients to
community resources and made referrals. Produced the
Individual Master Plan, Due Process Letters and
clinical individual and group progress notes.
Participated in clinical staff team meetings attended
by psychiatrist, psychiatric registered nurses, Art
Therapists, Mental Health Technicians, Psychiatric RN
Supervisor and case-managers from CORE Providers such
as Easter Seals and the Community Network Services.
* Expedited the development and implementation of co-
occurring group therapy sessions.
* Oversaw highly successful crisis interventions.
Access Screener (2007-2010)
Ascertained mental health and development disabilities
treatment eligibility for children and adults in
Oakland County, Michigan. Conducted clinical
assessments and diagnosed clients in compliance with
Axis I to Axis IV standards. Assigned a Global
Assessment Functioning score to clients. Identified
and met clients` immediate case management
requirements that included housing, legal, medical and
employment needs. Collaborated closely with the
Oakland County Community Mental Health Authority and
CORE Providers. Partnered in client services with
Easter Seals, Community Network Services, Training &
Treatment Innovations, Community Living Services (CLS)
and the Macomb Oakland Regional Center (MORC).
* Determined client eligibility for clients receiving
mental health and developmental disabilities services.
* Coordinated client needs with additional community
services.
THE GUIDANCE CENTER, Southgate, Michigan*2000-2007
A major non-profit mental health center.
Women`s Substance Abuse Prevention Coordinator
Assertive Community Treatment Case (ACT) Manager
Adult Outpatient Case Manager
Organized and implemented Women`s Substance Abuse
Prevention groups. Coordinated client community
resources and made proper referrals. Authorized
outpatient mental health treatment. Partnered with
resources that included The Wayne County Crisis Hot-
Line (24/7), Department of Human Services (DHS) and
the Salvation Army. Produced the Master Treatment
Plan, Discharge Plan and Due Process Letter program
assessment documents. Performed client DHS monthly
reconciliation. Worked closely with insurance
companies, including Aetna, HAP, Blue Cross / Blue
Shield, Blue Care Network and MCare. Made clinical
assessments and developed progress notes.
* Facilitated daily Women`s Substance Abuse Prevention
groups.
* Authored group, clinical and progress notes on a
daily basis.
* Executed on-going crisis intervention.
* Spearheaded co-occurring and dual diagnosis issue
groups.
ADDITIONAL EXPERIENCE
COMMON GROUND, Pontiac, Michigan
24-Hour Crisis Hot-line Worker
* Answered phones, and provides callers with
comprehensive community resources and referrals.
* Employed a specific hot-line methodology in
alignment with organizational standards.
* Assessed callers` level of active suicidal and
homicidal tendencies, and provided immediate
intervention to diffuse and identify immediate crisis
intervention needs and plans.
* Provided crisis caller debriefing.
EDUCATION
Master of Arts in Guidance & Counseling
(Community Mental Health)
Oakland University, Rochester, Michigan
Bachelor of Science in Social Work
(Honors)
Madonna University, Livonia, Michigan
PROFESSIONAL DEVELOPMENT
Crisis Intervention Training - Common Ground
Nonviolent Crisis Intervention Training
First Aid
CPR (Children and Adults)
LICENSES
Limited Licensed Professional Counselor
Permanent ID #640*******
Department of Licensing / Regulatory Affairs
State of Michigan
AFFILIATIONS
American Counseling Association (ACA)
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