Case Manager Customer Service
Resume:
KEICHA HENRY
ad5p68@r.postjobfree.com 302-***-**** 15 Barberry Pl Wilmington DE, 19810
Experience:
Sr Case Manager
Children and Families First Inc- l
Wilmington DE
April 2018 - April 2024
• Maintain a Caseload of 20 families referred to the FAIR program through DSCYF.
• Advocate for the well-being of children in the child welfare system by providing case management services and family therapy.
• Facilitate biweekly in home visits to monitor family progress.
• Completing psychosocial assessments, safety assessments, and risk assessments.
• Compiling appropriate documentation for treatment planning, family therapy, individual therapy, and school- based clinical services to preserve or improve individual or family functioning.
• Conducting, preparing and submitting Home assessments, safety assessments, and risk assessments.
• Enhance the family well-being and the academic functioning of children. Crisis Intervention Intake
New BeginningLLC - Newark, DE
June 2017 - April 2020
• Duties and responsibilities included providing information and referrals for treatment.
• First point of contact for individuals requesting assistance for emergency services.
• Offer information or counseling when a person is facing a challenging situation.
• Complete risk and safety assessments.
• Thoroughly collect the required information to determine if caller might be at risk of self-harm.
• Provide all available resources for individuals suffering from drug addiction, mental illness, DV and housing instability.
• Offer information and resources for clients who have survived extreme trauma, or who are grieving or bereaving.
Case Manager (DHSS)
DPI Staffing Service - Wilmington DE
April 2013 - May 2017
• Interview clients to determine clients needs for a variety of social services.
• Maintain comprehensive case records, summaries and reports.
• Establish effective working relationship with clients, family, community and professional sources.
• Supply information and responses to inquiries regarding services for clients and their families.
• Conduct on-going case monitoring for quality and efficiency.
• Authorize and recommends changes and adjustments as needed. Customer Service Supervisor
DPI Staffing Service - Wilmington DE
June 2010 - May 2013
• Train new hires on company policies, procedures, and best practices.
• Conduct performance reviews and evaluations of phone, email, and chat conversations.
• Organize and oversee the schedules and work of assigned staff.
• Develop and implement customer service processes and procedure.
• Handle escalated customer issues and complaints, investigate and resolve all issues in a timely manner.
• Analyze customer feedback and develop strategies to improve customer experience. Education:
BS - Social Science
Delaware State University - Dover, DE
2010 – 2014
Certified Nursing Assistant
Delaware Skills Center
2007
REFERENCES UPON REQUEST
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