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Customer Service Mental Health

Reno, Nevada, United States
January 26, 2018

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ADRIENNE RANDALL, LCSW **** Mtn Vista Way, Reno, NV 89519 (702) ***-****

Professional Experience

Owner/ LCSW TURNING POINT LLC, Reno, NV 10/2017-Present

~Assess and treats individuals with mental, emotional, or substance abuse issues, including alcohol, tobacco/or other drugs.

~Knowledge of human behavior and performance; individual differences in ability, personality, and interests, learning and motivation, and the assessment and treatment of behavioral and affective disorders.

~Performs various administrative duties in support of services provided. Keeps up- to -date with clinical training and closely related fields, with an emphasis on substance abuse, intervention, assessment, and treatment through continuing education, training and literature.

~Knowledge of human behavior and performance; individual differences in ability, personality, and interests, learning and motivation, and the assessment and treatment of behavioral and affective disorders.

~Knowledge of group behavior and dynamics, social trends and influences, ethnicity, cultures, and history and origin.

~ Facilitate cognitive, affective, and behavioral treatment plans consistent with treatment goals.

~Provides psycho-education to individuals concerning substance abuse and mental health.

~ Utilize a number of evidence-based treatment modalities.

~Trained in Trauma Informed Cognitive Behavioral Therapy

~Trained in Dialectical Behavior Therapy

~EMDR Certified

Director of Patient Relations, Willow Springs Treatment Center, Reno, NV, 08/2017 – 01/2018

~Develops and administers policies and procedures that provide a high level of quality care and services for patients and their families.

~Acts as liaison between patients and other health care service providers. Typically reports to top management.

~Typically manages through subordinate managers and professionals in larger groups of moderate complexity.

~ Critical customer encounters are met with advanced customer service skills and resolved.

~ Possesses positive and supportive attitude toward the agency and its overall success.

~ Possesses the ability to think globally, solve problems and have good decision-making skills, including critical thinking skills.

Clinical Director, Willow Springs Treatment Center, Reno, NV, 12/2016 - 08/2017

Provides administrative and clinical leadership by overseeing integrated patient centered behavioral health services to all patients and provide expertise to all providers and care team members. Responsible for new program development and evaluates current service delivery model to meet the needs of our patients. Responsible for implementation of initiatives for primary care and behavioral health integration and accountable for growth and quality of behavioral health services. Assures appropriate integration of services across the continuum of behavioral health care including innovative approaches of care for mental health services and substance use disorders. Works collaboratively with the medical leadership in achieving mutual goals for the behavioral health services.

~Devise strategies and plans for the clinical department according to company standards for excellent service and growth

~ Plan and oversee all patient care or administrative operations and programs

~ Recruit employees to ensure department is staffed with qualified personnel

~ Coordinate and supervise staff providing constructive feedback

~ Provide personnel with clinical training and opportunities for continuous development

~ Evaluate performance and discipline employees when necessary

~Monitor compliance to legal guidelines, internal policies and quality standards

Assistant Clinical Director, Willow Springs Treatment Center, Reno, NV, 04/2016 - 12/2016

Responsible for assisting the Director of Clinical Services in developing, planning, and overseeing the Clinical Department, special services, outpatient services, program operations, compliance, and strategic planning. Position includes hiring, supervision, evaluation and scheduling. Develops, plans and implements strategies for program continuation and growth.

Provides clinical training to clinical staff and interns. Supervise and oversee all aspects of the clinical department following the agency mission demonstrated by setting departmental goals and objectives. Evaluate existing contract compliance, monitoring and reporting to ensure all goals are being met. The program oversight includes, but is not limited to:

~ Supports program goals that align with department and facility strategies.

~ Takes responsibility for the success of the department as it feeds the success of the facility.

~Seeks opportunities to optimize programming.

~ Identifies areas of liability and communicates to the Director of Clinical Services; helps develop solution to mitigate liability.

~ Identifies places to partner with other departments to enhance services.

~ Ensures compliance with regulatory requirements.

~ Manages time effectively to meet obligations for meetings, reports and information, and public communication.

~ Establishes and facilitates clear decision-making processes.

~Exhibits and promotes personal and professional integrity.

~ Models and reinforces expectations for ethical conduct.

~ Assures that patients are receiving appropriate and effective treatment, based upon the level of care.

~ Ensures that the clinical services provided adhere to specific age related standards of care.

~ Provides input into the development and facilitation of program activities, which assure an optimal therapeutic experience for all patients.

~ Maintains an active involvement and awareness of all patient admissions, discharges, and transfers.

~ Adjust and or creates new program or lines of service as needed.

~ Demonstrates knowledge base of and ability to incorporate requirements from all regulatory entities.

This position is necessary for patient care to ensure patients receive excellence in clinical services, ethical treatment, professional integrity and compassionate care. This position has a tremendous responsibility to create and enforce policies that uphold the highest standards in therapeutic services, employee development and safe operation. This position serves as a model of the behaviors appropriate for treatment and a passion for continuous improvement. The supervision of staff includes, but is not limited to:

~ Assists in setting realistic expectations for employees. Communicates expectations in such a way that employees have a clear understanding of performance expectations.

~ Maintains appropriate boundaries with employees; understands impact of employee relationships.

~Understands departmental and facility goals; communicates goals clearly and assists employees in developing goals and action plans that align with department and facility goals.

~ Encourages and supports collaboration, team-building, risk-taking, and innovation.

~ Appropriately delegates responsibilities to staff members.

~ Helps develop the shared understandings and values that lead to a climate of openness, fairness, mutual respect, trust and support.

~ Manages and resolves conflict and crises effectively and seeks assistance in developing responsive strategies for dealing with problems.

~ Effectively address unethical behavior. Establishes and monitors standards of practice and policies for the department/program and conducts ongoing review of compliance with standards and policies.

~ Provides ongoing secondary supervision for LCSW/MFT Interns.

~ Conducts regular department/program meetings.

Licensed Clinical Social Worker, Lead Therapist – Youth Unit, Montevista Hospital, Las Vegas, NV, 04/2013-03/2016

Completion of social histories as assigned within department time frames. This comprehensive psychosocial assessment will include bio-psychosocial influences associated with patients presenting problems. Provides social work services for identified patients and their families as needs are identified. These social work services include, but are not limited to:

~ Out-of-house placements

~Referrals to community resources

~ Referrals to aftercare support services

Complete initial discharge planning and assessment on all patients within department time frames. Date assessment is completed is entered into chart, “interdisciplinary” section. Complete discharge/aftercare plan. Available community resources based on individual patient/family need will be outlined on aftercare plan. This will include, but is not limited to:

~ Completion of initial discharge plan

~ Name, address and/or phone number of community agency

~ Review of final discharge plan with patient, family or state caseworker

Initial and ongoing Social Service Assessment reflect working knowledge of developmental stages. Monitor the case assignments of newly admitted patients. Serve as the “go to person” for nurses and doctors who have general questions about social services or are uncertain about which therapist is attending to a specific patient’s social service needs. Serve as the “go to person” regarding patient or family complaints/concerns. Provide basic consultation for therapists, doctors and nurses who are planning for the most effective and timely course of action for patient case management and discharge planning. Orient new staff to their job duties and to the unit. Trained and proficient in de-escalation and non-crisis intervention techniques.

Psychosocial Rehabilitation Provider, All About You Counseling and Support Services, Las Vegas, NV, 3/2011- 8/2013

~Provide intensive psychosocial rehabilitation services to youth with various mental health and behavioral disorders, and their families. Focus on social, educational, occupational, behavioral, and cognitive interventions for increasing role performance and quality of life, aimed at long-term recovery and maximizing self-sufficiency. Develop parenting techniques with caretakers to facilitate support, and increase adequate structure in the home. Facilitate staff development, and new employee training.

Received special recognition for work with staff and clients.

Psychosocial Rehabilitation Provider/Basic skills Provider, Diversified Community Services, Las Vegas, NV, 10/11-6/13

Provide psychosocial rehabilitation to clients to restore them back to their natural state of well-being as well as an optimal level of independent functioning in the community. Focus on assisting clients with identifying situations and thoughts that trigger client’s oppositional and defiant behaviors. Develop client’s ability to identify, set, and achieve both short-term and long-term goals for himself/herself to help improve his/her self-image and self-esteem. Assisted client’s in terminating all acts of physical aggression and routinely implement calming strategies and thought-stopping and other anger management techniques to control his/her frustrations that trigger his/her aggression.

Psychosocial Rehabilitation Provider, Flagship, Las Vegas, NV, 03/2009-11/2011

Provided psychosocial rehabilitation services to young adults ages sixteen to twenty-four. Worked with clients to develop interpersonal skills using appropriate emotional and cognitive functions. Established measurable behavioral goals with clients and their families. Provided case management for 3-4 emancipated foster care youth. Coordinated with referral agencies, identified community resources, and tracked participant’s progress through case notes.

Education & Credentials

Master of Social Work Degree, University of Nevada Las Vegas, Las Vegas, NV

Bachelor of Science Degree, University of Nevada Las Vegas, Las Vegas, NV

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