Customer Service Medical
Resume:
Robin R. Williams, LCSW
**** ***** ****** ****** • Chesapeake, VA 23321
(C) 757-***-**** • (H) 757-***-**** • acdj7z@r.postjobfree.com
Education
**** ****** ** ****** **** Norfolk State University, Norfolk, VA
1896 Bachelor of Social Work Norfolk State University, Norfolk, VA
1982 Diploma Manor High School, Portsmouth, VA
Professional Credentials/Licenses
1998 – Present Licensed Clinical Social Worker (UT)
2013 Licensed Clinical Social Worker (VA); renewal application pending
Qualifications
Over 20 years of direct practice social work (individual, group and family counseling) with children and families
at various stages of the life cycle.
6+ years supervisory/management experience
Leadership experience with planning, organizing, and managing employees of differing disciplines and skill levels
Customer Service - focused
Highly motivated; self-starter; able to work with minimal supervision
Able to establish and maintain positive working relationships with colleagues, clients, and community agency
representatives
Comfortable with interdisciplinary team work; ability to work independently
Experienced with Microsoft Office systems
Available immediately
Professional Experience
December 2012 – Present Magellan Behavioral Health Clinical Consultant
• Military and Family Life Counselor (MFLC) – Rotating assignments at local military bases
• Provide short-term, solution-focused counseling for military service members and their families
• Work with individuals, couples and families; evaluate children with behavioral challenges and provide support
and referrals to parents for ongoing recommendations and/or treatment
• Offer support and recommendations to Child Development Staff (CDC)for effectively dealing with children
• Provide consultation and short term counseling services to children (ages 0-12) at military Child Development
Centers and Youth Programs
• Observe classroom behaviors and consult with CDC staff and parents to provide support and resources as
indicated
• Assist staff in evaluating child social skills and aggressive behaviors. Offer support and referral resources to
parents as indicated
• Conduct daily briefings for military personnel to educate them about the MFLC program and services
• Conduct networking briefings to educate base program managers about the services offered by the MFLC
program
• Conduct presentations for military members, families and support groups to share information about various
emotional health and well-being topics (i.e. stress management, preparation for deployment, dealing with
reintegration, communication, etc.)
• Provide support services for Family Readiness Groups, Survivor Outreach Services, and other base organizations
December 2011 – October 2012 ValueOptions, Chesapeake, VA Triage
Supervisor
• Supervised and supported Triage Consultants with Military OneSource who provide telephone counseling services
to U.S. military personnel and their families
• Monitored customer service standards to ensure service were delivered in accordance with company policy and
practice
• Conducted weekly team meetings to review policy and protocol and offer guidance to team members
• Assisted Triage Consultants with crisis intervention, assessment and follow up of reportable incidents, including
but not limited to: domestic violence, mental health services/referrals, suicidal ideation, homicidal threats, and
sexual assault
• Managed daily/weekly time reports
September 2011 – December 2011 ValueOptions, Chesapeake, VA Triage
Consultant
• Worked with the Military OneSource program
• Conducted telephone assessments for U.S. military personnel and family members to receive non-medical
counseling services
• Maintained appropriate customer service standards
• Provided emotional, non-medical support to military personnel and family members seeking assistance
• Telephonic crisis intervention
• Coordinated referrals to counseling providers
• Data entry
June 2011 – August 2011 Medi Home Health and Hospice, Chesapeake, VA Bereavement Coordinator
• Provided emotional support and grief counseling to patients and families facing terminal illness and life
expectancy of six months or less.
• Provided social work services/counseling to patients and family (financial assistance, community resource
referral, etc.)
• Educated patients and families about the death and dying process
• Maintained appropriate customer service standards
• Conducted hospice intake assessments and consultations
• Participated as a member of an interdisciplinary team (Administrators, Physicians, Nurses, Social Workers,
Volunteer Coordinator, Chaplains)
November 2010 – May 2011 National Counseling Group, VA Beach, VA Community Based Counselor
• Provided mental health support services to assist adult clients with activities of daily living, including, but not
limited to:
o
Medication management Following community rules and
o o
managing legal needs
Maintaining physical health
o
Practicing sobriety
o
Managing psychiatric symptoms
o
Budgeting and money management
o
Securing appropriate housing
o
Developing social skills
o
Accessing community resources
o
Developing meaningful daily activities
o
•
• Provided intensive in-home counseling to children and families dealing with emotional and behavioral concerns
including, but not limited to:
Parent/child relationships
o
Depression and anxiety; behavior management
o
School performance
o
Managing peer relationships
o
Crisis intervention
o
• Collaborated with other community resource agencies to ensure clients’ needs are met
• Maintained case files, prepare and submit weekly productivity reports
• Maintained appropriate customer service standards
September 2009 – March 2010 LDS Family Services Georgia Agency, Tucker GA Adoption
Supervisor
• Provided licensed adoption services in accordance with the Georgia Rules and Regulations for licensed child
placing agencies
• Provided individual and family counseling to expectant parents considering adoptive placement of their newborns
• Provided grief counseling and life skills counseling for birth parents who had placed a child for adoption
• Collaborated with hospital and medical staff as well as other community resource agencies to ensure clients’ needs
were met
• Maintained legal documentation and collaborated with the courts to ensure that all procedures were managed
appropriately
• Facilitated adoption placements
• Provided individual and family counseling for prospective adoptive parents seeking to have a child placed in their
home
• Conducted pre- and post-placement home evaluations
• Maintained appropriate customer service standards
September 2004 – August 2009 LDS Family Services Layton Agency, Layton UT
Adoption Manager
• Provided licensed adoption services in accordance with Utah Rules and Regulations governing licensed child-
placing agencies
• Supervised part-time employees (caseworkers and clerical staff) in operating a full-service adoption agency
• Assigned cases and monitored casework activities
• Managed the annual budget the Adoption Division
• Managed personnel responsibilities, including recruiting, hiring, retention, terminations and performance
management
• On-Call 24 hours a day, 7 days a week, including weekends and holidays
• Provided ongoing training for all casework staff
• Collaborated with colleagues from sister agencies to provide regional training and education opportunities
• Maintained case files and prepared and submitted monthly productivity reports
• Presented at local and regional conferences on adoption, and general mental health topics (i.e. grief and loss,
depression and anxiety, communication, etc)
• Supervised graduate and undergraduate student interns
• Participated on various departmental and administrative agency committees
• Provided individual and family counseling to expectant parents considering adoptive placement of their newborns
• Provided grief counseling and life skills counseling for birth parents who had placed a child for adoption
• Facilitated a support group for expectant parents, birth parents and their support systems
• Collaborated with hospital and medical staff as well as other community resource agencies to ensure clients’ needs
were met
• Maintained legal documentation and collaborated with the courts to ensure that all procedures were managed
appropriately
• Facilitated over 250 adoption placements
• Provided individual and family counseling for prospective adoptive parents seeking to have a child placed in their
home
• Conducted pre- and post-placement home evaluations for adoptive and foster parents
• Developed, coordinated and taught education classes to educate prospective adoptive parents and foster parents
about the adoption process
• Collaborated with the courts to finalize adoptive placements.
• Recruited and encouraged retention of foster families for infants awaiting permanent placement
• Provided crisis intervention and general counseling to couples (marriage and pre-marital counseling), and women
dealing with depression and anxiety, managing life skills issues, and domestic violence.
October 1998 – September 2004 LDS Family Services Farmington Agency, Farmington UT Adoption
Practitioner
• Provided licensed adoption services in accordance with Utah Rules and Regulations governing licensed child-
placing agencies
• Participated on various departmental and administrative agency committees
• Assisted the Agency Director in managing personnel responsibilities, including recruiting, hiring, retention,
terminations and performance management
• Assisted the Agency Director with managing the department budget
• Presented at local and regional conferences on adoption, and general mental health topics (i.e. grief and loss,
depression and anxiety, communication, etc)
• Supervised graduate and undergraduate student interns
• On-Call 24 hours a day, 7 days a week, including weekends and holidays
• Provided individual and family counseling to expectant parents considering adoptive placement of their newborns
• Provided grief counseling and life skills counseling for birth parents who had placed a child for adoption
• Facilitated the successful adoptive placement of more than 250 healthy infants and children with special needs
• Facilitated a support group for expectant parents, birth parents and their support systems
• Collaborated with hospital and medical staff as well as other community resource agencies to ensure clients’ needs
were met
• Maintained legal documentation and collaborated with the courts to ensure that all procedures were managed
appropriately
• Collaborated with hospital and medical staff as well as other community resource agencies to ensure clients’ needs
were met
• Maintained legal documentation and collaborated with the courts to ensure that all procedures were managed
appropriately
• Provided individual and family counseling for prospective adoptive parents seeking to have a child placed in their
home
• Conducted pre- and post-placement home evaluations for adoptive and foster parents
• Developed, coordinated and taught education classes to educate prospective adoptive parents and foster parents
about the adoption process
• Collaborated with the courts to finalize adoptive placements.
• Recruited and encouraged retention of foster parents for children awaiting permanent placement
• Provided crisis intervention and general counseling to couples (marriage and pre-marital counseling), and women
dealing with depression and anxiety, managing life skills issues, and domestic violence
January 1997 – September 1998 LDS Family Services Virginia Agency, Richmond VA Adoption Practitioner
• Provided licensed adoption services in accordance with the Virginia Minimum Standards for Licensed Child
Placing Agencies
• Provided individual and family counseling to expectant parents considering adoptive placement of their newborns
• Provided grief counseling and life skills counseling for birth parents who had placed a child for adoption
• Co-Facilitated a support group for expectant parents, birth parents and their support systems
• Collaborated with hospital and medical staff as well as other community resource agencies to ensure clients’ needs
were met
• Maintained legal documentation and collaborated with the courts to ensure that all procedures were managed
appropriately
• Facilitated adoption placements
• Provided individual and family counseling for prospective adoptive parents seeking to have a child placed in their
home
• Conducted pre- and post-placement home evaluations for adoptive and foster parents
• Recruited and encouraged retention of foster parents for infants awaiting permanent placement
• Presented at local and regional conferences on adoption, and general mental health topics (i.e. grief and loss,
depression and anxiety, communication, etc)
• Supervised graduate student interns
• On-Call 24 hours a day, 7 days a week, including weekends and holidays
• Provided crisis intervention and general counseling to couples (marriage and pre-marital counseling), and women
dealing with depression and anxiety, managing life skills issues, and domestic violence.
May 1994 – December 1996 Medical College of Virginia Hospitals, Richmond VA Medical Social Worker
• Collaborated with a multi-disciplinary team to provide services to patients and families
• Specialized in working with general and high-risk obstetrics patients, as well as general and various pediatric sub-
specialties (including, but not limited to: intensive care, emergency room, surgery, neonatal intensive care patients
and families)
• Provided crisis intervention and supportive counseling regarding hospitalization, diagnosis and treatment
• Conducted assessments for cases of suspected child abuse and neglect and domestic violence, and reported to the
appropriate authorities
• Coordinated discharge plans and services and collaborated with community resource agencies to ensure patients’
and families’ needs were met
• Provided regular on-call coverage for the entire hospital
• Maintained appropriate medical record documentation
• Participated on department and hospital level committees
• Provided training on psychosocial aspects of health care to hospital employees
• Supervised graduate social work practicum students
June 1993 – April 1994 Alfred I. duPont Institute & Children’s Hospital, Wilmington DE
Medical Social Worker
• Collaborated with a multi-disciplinary team to provide services to patients and families
• Specialized in working with various pediatric sub-specialties (including, but not limited to: intensive care,
emergency room, surgery, neonatal intensive care patients and families)
• Provided crisis intervention and supportive counseling regarding hospitalization, diagnosis and treatment
• Conducted assessments for cases of suspected child abuse and neglect and domestic violence, and reported to the
appropriate authorities
• Coordinated discharge plans and services and collaborated with community resource agencies to ensure patients’
and families’ needs were met
• Maintained appropriate medical record documentation
May 1988 – May 1993 Geisinger Medical Center, Danville PA Medical Social Worker
• Collaborated with a multi-disciplinary team to provide services to patients and families
• Specialized in working with general and high-risk obstetrics patients, as well as general and various pediatric sub-
specialties (including, but not limited to: intensive care, emergency room, nephrology, surgery, neonatal intensive
care patients and families)
• Provided crisis intervention and supportive counseling regarding hospitalization, diagnosis and treatment
• Conducted assessments for cases of suspected child abuse and neglect and domestic violence, and reported to the
appropriate authorities
• Provided regular on-call coverage for the entire hospital
• Supervised graduate social work practicum students
• Coordinated discharge plans and services and collaborated with community resource agencies to ensure patients’
and families’ needs were met
• Maintained appropriate medical record documentation
• Participated on department and hospital level committees
• Provided training on psychosocial aspects of health care to hospital employees
• Presented at local conferences.
References
Elizabeth Shumate – acdj7z@r.postjobfree.com – 540-***-****
Deborah Keeler – acdj7z@r.postjobfree.com – 757-***-****
Carol Kalar - acdj7z@r.postjobfree.com - 801-***-****
R. Joseph Heagany – acdj7z@r.postjobfree.com – 801-***-****
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