Assistant Customer Care

Melissa S. Lloyd, MSW

*** ********* **, *******, ** 27527 • 716-***-**** • *********@*****.***

CLINICAL SOCIAL WORKER

Expert in Psychosocial Assessment, Inpatient Psychiatry Therapy, Supported & Transition Housing, and Counseling

Accomplished Clinical Social Worker with extensive experience formulating treatment plans, conducting ongoing casework initiatives, and providing advocacy services in individual and group settings. Specialize in assertive engagement and supportive counseling service to adolescents, adults, and geriatric populations. Solid background in crisis communications, individual and group therapy, cognitive-behavioral techniques modification programs, empowerment and strengths perspective, community outreach, and progress notes documentation. Ensure continuity of care from time to admission until discharge. Maintain records in accordance with policies and regulations. Proven ability to handle stress and perform well under pressure.

Areas of expertise include:

Mental Health & Substance Abuse Treatment Relationship Building Cognitive & Dialectical Behavioral Therapy

Inpatient Admission & Discharge Supported & Transitional Housing Interdisciplinary Team Collaboration Resource Linkage

Crisis Interventions Individual & Group Counseling Case Management Life Skills Development

PROFESSIONAL EXPERIENCE

STRATEGIC BEHAVIORAL HEALTH, Garner, NC 2015-Present

Assessment & Referral Specialist 2017- Present

Provide short-term psychiatric therapeutic services to children and adolescents ages five to seventeen suffering from acute behavioral health problems. Conduct assessment, diagnosis, and rapid stabilization of acute psychiatric issues with referrals to less intensive levels of follow-up care and support. Complete psychosocial assessments and treatment goals of Acute Inpatient Unit patients.

Performs comprehensive psychosocial assessment evaluations for patients Pre-Adolescents to 18 ears olds, the geriatric ranges of 55 and up.

Obtains collateral information when necessary, and develops diagnoses, risk assessment, and treatment plan recommendations.

Provides appropriate recommendations for outpatient treatment or admission to inpatient services.

Provide excellent customer care service to parents/guardians as their first point of contact with the facility and ensure that our clients/families understand they are receiving the highest quality of care.

Collaborates closely with the patient, Treatment Team, inpatient units in planning and organizing admissions.

Ensures/coordinates the business management of providing patient care services, including verifying patient demographics, identifying ability to pay for services, verifying insurance benefits, and pre-certifying services.

Provide excellent customer care service to parents/guardians as their first point of contact with the facility and ensure that our clients/families understand they are receiving the highest quality of care.

Inpatient Acute Psychiatry Therapist 2015-2017

Provide short-term psychiatric therapeutic services to children and adolescents ages five to seventeen suffering from acute behavioral health problems. Conduct assessment, diagnosis, and rapid stabilization of acute psychiatric issues with referrals to less intensive levels of follow-up care and support. Complete psychosocial assessments and treatment goals of Acute Inpatient Unit patients.

Successfully discharged 90% of the patient census within the initial 30 days of inpatient psychiatric unit admission.

Led weekly Treatment Team meeting and worked with the interdisciplinary team to address care goals and discharge plan.

Managed, supervised, and trained Social Work interns.

Assessed appropriate level of care needed and make treatment recommendations to achieve optimal outcomes for the patient’s cognitive, behavioral, educational, and development needs.

Facilitated daily psychoeducational and process groups utilizing Cognitive & Dialectical Behavioral Therapy

approach.

Coordinated outpatient treatment for newly discharged patents from the inpatient psychiatric unit. Provided family sessions to each patient and their family prior to discharge.

Trained and mentored new employees on hospital policies, computer programs, and documentation.

LIVING OPPORTUNITIES OF DEPAUL, Niagara Falls, NY 2009-2015

Supported Housing Coordinator 2014-2015

Worked in the Supportive Housing Health Homes Pilot Program to secure permanent housing for 30 high-risk individuals of Medicaid funding. Provided case management and crisis interventions with adults diagnosed with mental illness, substance abuse/addictions, veterans, and developmental disabilities.

Promoted from Assistant Transitional Housing Coordinator to Supportive Housing Coordinator.

Reduced hospitalizations and ER visits by 89% within six months; successfully located appropriate housing for fifteen clients.

Executed 35+ psychosocial screening intakes within six months; met the program goal of more than 50% residents enrolled according to the funding source guidelines.

Delivered ongoing housing case management of 15 clients in their residential setting. Utilized the person-center planning incorporated through engagement, assessment, and goal-setting in efforts to prevent reoccurrence of homelessness.

Led weekly case conferences with interdisciplinary team of case managers and medical providers.

Coordinated program documentation to operate an efficient, well-organized county program.

Assistant Transitional Housing Coordinator 2012-2014

Served 30 individuals with psychiatric disabilities in the Transitional Housing program’s community-based apartments during a transient period of up to 24 months. Referred consumers to the Supportive Housing Program or Section 8 Housing programs. Developed and supervised a staff of three. Organized monthly staff meetings and the monthly recreation calendar.

Executed service and crisis intervention to adults diagnosed with severe and persistent mental illnesses (SPMI) and drug addictions.

Promoted from Transitional Housing Specialist to Assistant Transitional Housing Coordinator.

Recognized by supervisor and colleagues to manage and diffuse client crisis situations.

Provided highly visible, caring client services resulting in 95% of assigned clients remaining eligible for housing.

Managed an extensive caseload of ten; received comprehensive planning in a person-centered approach.

Distributed and managed monthly stipends for clients and budgeted clients’ phone bills.

LIVING OPPORTUNITES OF DEPAUL, Buffalo, NY

Transitional Housing Specialist 2010-2012

Assisted tenants with necessary linkages to help maintain a stable, affordable community living environment. Supported tenants to establish and maintain utilities. Facilitated purchasing of furniture and household items. Initiated direct monthly contact with the tenant to review and discuss the current living environment. Taught, monitored, and promoted recovery for independent living. Provided transportation to the tenant and maintained required clinical services. Ensured that all new tenants apply for HUD/Section 8 housing.

Resolved housing disputes with the landlord.

Collaborated with the tenant and the support team to create an individualized housing support plan.

Adhered to safety rules and regulations for self and others including the provision of two-person visits.

Resident Assistant/Resident Counselor – AppleBlossom Treatment Apartment Program (TAP) 2009-2010

Provided care, rehabilitative training, support, and supervision for the development and enhancement of community living skills to adult age (18 to 67 years old) residents diagnosed as mentally ill or mentally-ill/chemically addicted (MICA).

Managed a caseload of seven and delivered comprehensive planning in a person-centered approach to ongoing recovery services and discharge/transitional to community settings.

Monitored and documented resident progress.

Promoted from Residential Counselor I to Residential Counselor II.

BUFFALO GENERAL HOSPITAL, JACOB NEUROLOGICAL INSTITUTE, Buffalo, NY 2012-2012

Graduate Medical Social Work Intern

Served on a preeminent team of neurologists and other health care professionals who provide comprehensive care for patients with neurological disorders.

Delivered Resource Coordination and Case Management assistance to children, adults, and geriatric patients and their families for individuals diagnosed with multiple sclerosis, Alzheimer’s, and other neurological conditions affecting quality of life.

Developed and implemented psychosocial intervention to fulfill the needs of 150+ patients and families.

EDUCATION / LICENSURES / AFFILIATIONS

STATE UNIVERSITY OF NEW YORK AT BUFFALO, Buffalo, NY

Master of Social Work (MSW), 3.5 GPA, 2013 Bachelor of Science, Social Work (BSW), 3.6 GPA, 2010

Licensed Clinical Social Worker Associate (LCSWA License #P010069)

Member, National Association of Social Work (NASW), Kappa Omega Social Work Honor Society (Secretary)

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