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Manager Customer Service

Valley Park, MO
September 22, 2018

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Joel Black



Licensed Master Social Worker. Skilled at Substance abuse treatment, recovery, transitional housing, case management, program development, group facilitation, and staff management. Has previous experience in retail management.


Services and Counseling Coordinator at Concordance Academy of Leadership March 2017 - Present

The Services & Counseling Coordinator is responsible for implementing and delivering evidence- based interventions to adults incarcerated in Missouri state prisons who are returning to the St. Louis region upon release.

Deliver evidence-based individual and group-based cognitive behavioral informed interventions. Interventions will address cognitive, emotional, and social skills as well as substance use disorders, treatment/services readiness, and motivation. Conduct initial and ongoing biopsychosocial assessments, formulate individualized service plans, and evaluate client progress. Fully engage in team meetings and facilitate participants’ progress toward identified pre and post- release reentry goals.

Substance Abuse Counselor at Harris House Foundation July 2015 - March 2017 (1 year 9 months)

Works under the general supervision of the program coordinator or the counselor of higher rank. Provides professional level counseling work in treatment or residents and provides referral and follow-up services. Compiles case histories, evaluated client needs, presents findings to treatment plan. Attends or participates in seminars and community groups. CW + at Provident - Life Crisis Services

January 2015 - October 2016 (1 year 10 months)

College Practicum Position

Life Crisis Services Crisis Worker Plus - Provides telephone crisis and suicide intervention. Answers phones for the local crisis line (LCS), regional coverage for the national line (Lifeline), the Page 1

Kids Under Twenty-One line (KUTO), and the help line for Feeling Kinda Blue website (FKB). As a CW+ also assist with training of new crisis workers. Hope After Case Manager - Case Manager for the Hope After (HA) program. Weekly telephone case management for clients that have had thoughts of suicide. Performs intakes, assessments, and works on short term goals with the clients.

Program Monitor at Harris House Foundation

August 2012 - July 2015 (3 years)

Directly involved with client safety, client tracking, vital signs recording, medication distribution, CPR/First Aid, drug/alcohol screening, disaster plan execution, employee training, communication with doctors and pharmacies, room searches, meal preparation, client transportation, communication with counselors and program director about client needs. Media Manager at Barnes & Noble

August 2006 - August 2012 (6 years 1 month)

Responsible for merchandising and operations and keeping track of sales, returns, inventory, customer service, employee training, scheduling, department maintenance and cleaning. Cage Supervisor at Argosy Casino

April 2001 - November 2005 (4 years 8 months)

Oversees the daily cash handling needs of the Casino departments, assists the cage manager, prepares the daily work schedule, and oversees the posting of all gaming activity. Safeguard the assets of the company. Assist the cage manager in the implementation of the procedures and policies that are necessary to ensure that the cash handling is performed within accepted standards established by management, accounting, and regulatory requirements. Attend to the customer’s needs on a daily basis in order to keep customer satisfaction at its highest degree. Ensure that all cage activity is in balance and maintained in an orderly manner. Education

Brown School at Washington University in St. Louis Master’s Degree, Social Work, 2014 - 2016

Argosy University-Phoenix Online Division

Bachelor's Degree, Psychology, 2012 - 2014

Lewis and Clark Community College

Associate of Science (AS), Business Administration and Management, General, 1998 - 2003 University of Illinois at Urbana-Champaign

Computer Engineering, 1997 - 1998

Alton High School

Alton High School

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Joel Black


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