Case Management Call Center
Resume:
Monica McCollough
Suitland, MD *****
*************@*****.***
Behavioral Health and Case Management professional with extensive experience. Work Experience
Call Center Dispatcher
J&J Worldwide Services
Present
Schedule technicians for service calls, enter data and create work orders in DMLSS software and respond to urgent and emergency service requests.
Caseworker
So Others Might Eat - Suitland, MD
March 2023 to September 2023
Connect clients to resources including clothing,food banks and making referrals for housing. Case Manager
Align Staffing - Washington, DC
July 2022 to March 2023
Assessed clients to address needs, connected clients to social services and completed monthly service records.
Clerical Scribe
ATHENA Consulting - Silver Spring, MD
October 2021 to March 2022
Assigned to scribe and enter correct and pertinent information at assigned vaccination sites. Assisted an assigned nurse to verify personal data and enter correct vaccination information. Psychiatric Rehabilitation Counselor
Concerted Care Group - Baltimore, MD
December 2017 to December 2020
Provided case management to clients diagnosed with mental and drug addiction disorders. Provided motivational interviewing.
Skills Training Specialist
The Woodley House, Inc - Washington, DC
April 2010 to May 2014
Taught Activities of Daily Living (ADL)Skills (i.e.) Money Management, Cooking and Problem- Solving skills to Consumers with Mental Illnesses
Interventions were accomplished through individual sessions and daily groups Utilized the agency-mandated Manual "The Ten (10) Life Domains" to achieve these tasks Developed Individual Treatment Plans (ITPS) for each consumer utilized to address short and long- term goals
Scheduled Treatment Team meetings to assess consumer progress and modify recovery strategies Social Service Assistant
The Art and Drama Therapy Institute, Inc - Washington, DC October 2006 to March 2010
Work directly with individuals with developmental disabilities. Participate in initial intake meetings to assess special needs of individuals. Draft letters and memos for the purpose of up-coming events. Liaison between group homes and agency management to address issues and concerns of individuals that attend the day program.
Administrative Assistant
Home Paramount Pest Control - Gaithersburg, MD
March 2004 to September 2007
Scheduled pest control and termite service calls and scheduled all technician and sales inspectors routes. Processed incoming calls that ranged from service inquiries, estimates and requests for initial service pricing.
Resolved customer complaints which included but not limited to balance disputes and service dissatisfaction.
Social Work Intern
Child and Family Services Agency - Washington, DC
October 2001 to April 2002
Participated in the assessment and evaluation process of families who were in need of social welfare services programs.
Involved in custody and additional hearings in the Family Law Division of The District of Columbia Superior Court.
Responsible for the data input of required final assessment and evaluation reports for judges and agency Clerk-Typist
Shaw Junior High School - Washington, DC
August 1993 to December 1998
Typed memos, directives and other correspondence as requested. Answered all incoming calls regarding school registrations and academic activities. Responsible for daily announcements, bells schedules and data input of attendance records.
Personal assistant to the Drug Prevention Curriculum Coordinator which included drafting memos, scheduling meetings, curriculum presentations and the implementation of the Drug Prevention Program.
Lead Clerk
Sears Product Services - Arlington, VA
October 1989 to May 1993
Generated customer appliance repair service orders. Data input of technicians' service work orders and credits.
Processed incoming calls pertaining to the availability of in-home services, ordered repair parts, and details of on-site appliance repairs services.
In-store retail sales of home appliance repair merchandise. Encoding Clerk
Federal Bureau of Investigation - Washington, DC
January 1981 to April 1985
Coded classified information on arrest fingerprint cards for state and local law enforcement agencies. Xeroxed and filed classified documents as directed. Obtained high security clearance.
officials.
Education
Bachelor of Social Work in Social Work
University of The District of Columbia
January 1999 to April 2002
Skills
• Certified Recovery Coach (10+ years)
• Microsoft Office (5 years) (10+ years)
• Disability
• Direct Support
• Case Management (4 years) (10+ years)
• Mental Health (10+ years)
• Documentation (5 years)
• Organizational Skills (9 years)
• DataWits
• Social Work
• Discharge planning
• Intake
• Documentation review
• Conflict management
• Data collection
• Clerical Experience
• Motivational Interviewing
• Crisis Intervention
• Communication skills
• Computer skills
• eClinicalWorks (1 year)
• Case management
• Organizational skills
• Phone Etiquette
• Writing skills
• Customer service
• Individual / Group Counseling
• Computer literacy
• Administrative experience
• Behavioral health
• Developmental disabilities experience
• Analysis skills
• Communication skills
• Front desk
• Call center (10+ years)
• SharePoint
• Data collection
• Conflict management
• Microsoft Access
• Google Docs
• Microsoft Excel
• Google Suite
• Proofreading
• Typing
• Clerical experience
• Customer service
• Social work
• Personal assistant experience
• Windows
• Phone etiquette (10+ years)
• Data entry
• Customer support
• Teaching
• Microsoft Office
• DoD experience (5 years)
• Filing
• Time management
• Computer skills
• Microsoft Outlook
Certifications and Licenses
First Aid Certification
CPR Certification
DOD Clearance
Present
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