Mental Health Customer Service

S. Renee Gerome, LPCCs 419-***-****

********@*****.***

CAREER OVERVIEW

** ***** ** ********** ********** in the behavioral health field working with both mental health and alcohol and other drug populations. Key responsibilities include: management of multiple treatment sites, clinical supervision, corporate compliance, staff training and development, hiring, community relations, marketing of agency services, public speaking, event planning, and critical incident stress management.

SUMMARY OF QUALIFICATIONS/EXPERTISE

Strong clinical and supervisory skills

Staff training and development

Experience developing/launching new programs

Sound work ethic

Ability to prioritize and balance multiple tasks

Demonstrates service excellence standards

Strong community relations & customer service

Excellent problem-solving skills

Public speaking

Certified trainer Nonviolent Crisis Intervention

Critical Incident Stress Management

Effective management skills

Strong focus on compliance with policy & procedure

Strong writing skills (including successful grant writing)

Proficient in Microsoft Office applications

Certified in CPR and First Aid

Able to function independently with a high degree of professional skill

ADDITIONAL RESPONSIBILITIES RELATED TO HUMAN RESOURCES ACTIVITIES

Interviewing applicants

Reference checks

Creation of Job Descriptions

Performance Appraisals

Disciplinary process

Entering payroll hours

Staff Training & development

PROFESSIONAL EXPERIENCE

Firelands Regional Medical Center, Sandusky, Ohio (05/1993 – Present)

dba: Firelands Counseling and Recovery Services

Site Director (06/05 to Present). Manages the clinical and administrative functions related to the operation of 3 outpatient behavioral health sites. Takes ownership for managing the fiscal issues related to the operation of the sites. Monitors staff productivity and contract utilization for the department on a monthly basis. Ensures that all employees follow established policies and adheres to the disciplinary policy when necessary. Assists with the collection of data for budget preparation, staffing and service needs and participates in formulation of the budget. Oversees operations in a manner that works toward achieving and sustaining a state of “continuous readiness” for unannounced surveys. Serves as the Client’s Rights Officer and addresses all client complaints. Instrumental in the implementation of a 40-hour Crisis Intervention Team (CIT) training for local law enforcement. Maintains open channels of communication and interact with the community to solve problems and promotes a positive image. Builds and maintains positive working relationship with key referral sources. Provides trainings/presentations on a variety of topics as requested in the community. Completes all planning details for large community events, including an annual seminar featuring nationally-known experts for professionals within a 6-county area (150-325 participants), as well as community education programs for the general public. Provide Critical Incident Stress Management services in a variety of settings after a traumatic event has occurred. Trained member of the Huron County Law Enforcement Critical Incident Stress Management team. Serves on rotation for the manager on-call system. Interviews, conducts reference checks, and hires new employees. Submits weekly payroll information on all department employees. Responsible for addressing issues identified in employee feedback surveys/tools. Works to maintain the current service volume while actively seeking alternative resources for the funding of existing and/or new programs. Previously participated on the organization’s Communication Committee and worked with upper management during period of attempted union organization by meeting with small groups of employees to identify and address concerns (union efforts failed).

Site Manager (10/97 – 06/05). Responsible for the clinical and administrative duties of an outpatient mental health and chemical dependency treatment facility. Responsible for multiple outpatient sites and an average of 35 employees. Developed and implemented clinical policies and procedures. Represented agency in community by participating on numerous committees and providing presentations about agency services. Attended numerous clinical and state sponsored trainings and seminars, including mental health mediation training.

Community Support Program Coordinator (12/96 – 10/97). Responsible for staff of 6 community support managers in outpatient mental health center. Implemented policies and procedures. Conducted reviews of clinical records and monitored productivity of staff. Represented agency in community. Provided therapy services to diverse population. Provided crisis intervention services (daytime and after-hours).

Mental Health Therapist (05/93 – 11/96). Provided individual, couple, family and group therapy to a diverse population. Provided adjustment counseling services to inmates of the county jail. Provided extensive amount of crisis intervention services (daytime and after-hours). Strong paperwork habits. Consistently achieved the highest productivity of all mental health therapists on site. Received Employee Recognition award.

EDUCATION

Tiffin University, Tiffin, Ohio

Master of Business Administration

The University of Akron, Akron, Ohio

Master of Arts in Education

Marriage and Family Therapy

The University of Akron, Akron, Ohio

Bachelor of Arts in Child and Family Development

Minor: Psychology

LICENSE

Licensed Professional Clinical Counselor with Supervisor Endorsement (01/96 to present)

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