Customer Service Human Resources

KEELY D. BALDWIN-SOLES

***** ******** ******** *****, *********, North Carolina 28215

704-***-**** (mobile)

QUALIFICATIONS PROFILE

Detail-oriented, independent self-starter

Excellent communication skills; both oral and written

Outstanding interpersonal skills; culturally skilled, competent and aware

Proven ability to forge, lead, and motivate outstanding service-delivery teams that provide top-quality client care

Superior accuracy in case record-keeping, charting, and other clinical documentation

PROFESSIONAL EXPERIENCE

RESOURCEFUL SOLUTIONS II, LLC, Charlotte, NC 2009 2010

Program Director

Responsible for oversight of Intensive In-Home Services Program; conducted weekly staff meetings; participated in developing and monitoring Intensive In-Home program procedures and practices in keeping with agency and community standards; maintained positive community and consumer relations; reviewed and audited all consumer chart documents for clinical quality; provided initial training and orientation to new employees; provided crisis response and emergency on-call services as needed; performed regular job performance evaluation of Intensive In-Home Services team members; communicated all clinical and service information to agency administration and Clinical Director.

Graduate Intern

Successfully completed (while maintaining Program Director responsibilities) a 600-hour graduate internship as required for the M.A. in Counseling, Webster University, Columbia-Metropolitan Campus (SC). Clinical experiences included:

• Child and adolescent counseling

• Comprehensive Clinical Assessment (Diagnostic Assessment)

• Family counseling

• Individual counseling

• Intake evaluation

• Marital counseling

• Providing/Receiving clinical consultation

COMMUNITY RESOURCE SOLUTIONS, LLC, Charlotte, NC 2008 2009

Regional Program Director

Responsible for oversight of the day-to-day clinical operations of the Community Support Team programs across six (6) regional offices throughout North Carolina; assisted the Board of Directors and Upper Management in compiling programmatic evaluation data needed for regulatory and accreditation compliance; hired, trained and supervised Community Support Team and Community Outreach staff across six (6) regional offices (approximately 65 mental health professionals); interfaced with, and cultivated relationships with professional and community partners; planned, organized, staffed, directed, and evaluated Community Support Team activities to meet agency goals; recommended policies to the Board of Directors and Upper Management and then administered approved policies; researched, implemented, and maintained (in cooperation with the Clinical Director) clinical best practices across all offices; with the Board of Directors and Upper Management, established short and long-term goals to achieve the organization’s mission.

Served on the following Commission on Accreditation of Rehabilitation Facilities (CARF)-recognized continuous quality improvement committees:

• QM/QI Committee

• Clients Rights Committee

• Human Resources Committee

YOUTH HOMES INC., Charlotte, NC 2003 2008

Intensive Family Preservation Services (IFPS) Social Worker

Provide comprehensive assessment of high-risk client families (those with the most difficult and complex child protective services issues as identified by Mecklenburg County Youth and Family Services) for use in developing appropriate interventions and strategies for service planning and delivery; coordinate delivery of identified support services from a wide array of community agencies and organizations; maintain complete and detailed clinical documentation on the progress and status of client families (in compliance with the rigorous standards of state licensing and national accreditation authorities) throughout the service delivery process; assume leadership role in the coordination of information transfer, meetings, staff consultation, and the like, as part of a multi-disciplinary team serving client families; provide client families with crisis intervention, intensive individual and/or family counseling and parent education. Served as interim In-Home Services intake coordinator, January through August 2007.

Served on the following Counsel on Accreditation (COA)-recognized continuous quality improvement (CQI) committees:

• Client Rights, chair, 2006-2007

• Clinical Care (case record oversight and review), 2003-2004

• Human Resources, Safety, and Environment (HRASE), chair, 2007-2008

• Staff Cabinet, chair, 2006-2008

THE LASH GROUP, INC., Charlotte, NC 2002 2003

Reimbursement Counselor

Provided advanced reimbursement counseling services to healthcare providers and patients nation-wide in the complex coverage landscape of the break-through new HIV/AIDS drug, Fuzeon™, while also coordinating the transition of clinical trial patients to commercial drug.

• Co-creator of ETECS (Empowerment Through Excellent Customer Service), used as Lash Group’s HIV/AIDS sensitivity and awareness training model

• Served as editing consultant to Lash Group’s national REAL (Resources for Education, Assistance and Logistics) Program

Patient Case Coordinator

Provided education and support services to families with infants and young children at high risk for respiratory syncytial virus (RSV) infection; provided drug treatment compliance feedback to families’ healthcare providers.

THE CHARLOTTE HOUSING AUTHORITY 1999-2002

Community Services Specialist

Linked residents of HOPE VI communities to various public and private services, programs and resources aimed at supporting residents’ efforts to transition out of the public housing system. Supervised a 3-person staff to maintain comprehensive after-school and summer programming for children of single, working mothers in the Arbor Glen (formerly Dalton Village) community. Designed, developed, and implemented the Housing and Urban Development (HUD)-mandated Family Self-Sufficiency Program Coordinating Committee (PCC); facilitated quarterly meetings and maintained on-going communication with committee members. Interviewed potential services providers, evaluated merits of in-coming proposals, and negotiated new contracts for the HOPE VI Supportive Services division programming.

• Acted as liaison between HOPE VI case management and Hands On Charlotte, Crisis Assistance Ministry, the Salvation Army and Operation Christmas Child to assist residents with short-term and emergency needs

• Assisted in the design and implementation of the Health, Wellness and Nutrition Program (1999-2001) at the Autumn Place Living Center (public housing for low-income elderly) in collaboration with the Gerontology Certificate Program in Nursing and Human Services at Central Piedmont Community College

CHARLOTTE-MECKLENBURG SCHOOLS 1993 1999

Teacher

Planned, executed and evaluated small-group and individual English language instruction for diverse ability levels in grades 9 through 12; assessed short and long term student academic achievement and behavioral performance; supervised all classroom activities as well as off-campus trips.

• Coordinated activities and supervised students in the Academically Gifted Resource Lab (West Charlotte High School)

• 1995 North Carolina English Teachers’ Regional Convention group presenter (“Caliban in my Classroom”)

• Nationally certified AVID instructor, 1998; Christopher Newport College, Hampton Roads, VA

EDUCATIONAL BACKGROUND

Master of Counseling, Mental Health Concentration (August 2010)

WEBSTER UNIVERSITY – Columbia-Metropolitan Campus, Columbia, SC

Master of Science, Secondary Education, Curriculum and Instruction (1993)

UNIVERSITY OF TENNESSEE – Knoxville, TN

Bachelor of Arts, English, American Literature (1992)

UNIVERSITY OF TENNESSEE – Knoxville, TN

Certifications and Credentials

Active Parenting Instructor, Active Parenting™ Publishers, October 2007

Intensive In-Home Services (INV), Behavioral Healthcare Resource Program, University of North Carolina at Chapel Hill, August 2006

Qualified Mental Health Professional (QMHP), North Carolina Staff Competency, 10A NCAC27G.0104, November 2005

Family-Centered Practice, North Carolina Department of Social Services, December 2003

Professional Affiliations

American Counseling Association, Member, 2009-Present

Living Waters, Inc., Board Member, 2008-2010

North Carolina Family-Based Services Association (NCFBSA), President, Central Piedmont Region, 2007-2008

Professional and personal references available upon request

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