Customer Service Case Management
Resume:
Diana
Howard
Experience
Residential Advisor • Corrections • Maryland Department of Juvenile Services
Develop and implement supportive service programming in collaboration with residents. Management of youth’s confined to the youth detention center. Assist local community service providers with visitation, provide ongoing outreach services to identify individuals who would benefit from counseling services and determine program and service gaps. Coordinate the delivery of services with local human service providers. Maintain all necessary information regarding services to residents. Oversee and provide daily living, crisis intervention, case management, and follow-up services for referrals from Management, residents, or other agencies. Support resident efforts in community-building initiatives. Identify youths for new and expanded programs in the development. Assist other department staff in understanding and participating in the goals and programs initiated by resident services. Review and submit all written documentation and program reports required by the Department of Juvenile Services. Attending all required meetings and preparing to participate in additional or special projects as needed from time to time by GMI and II. Supervise, Mentor, Teach, and verbally instruct in assistance with providing self-care training and treatment to residents of Behavior and Mental Health within the Cheltenham youths detention center.
February 2021–March 2022
Health Care Coordinator• Covid Contact Tracer • Maryland Department of Health, Green Valley Academy
Identify potential candidates with the covid-19 Virus. Trace Contacts, Provide Testing, Screenings, approve written verification upon exiting and re-entry to the school facility. Provide weekly testing kits, host weekly meetings, communicate with parents and meet with parents for questions and concerns. Take vital signs and monitor students’ complaints of symptoms in the nursing suite. Assist with documentation of
February 2019–October 2021
Residential Service Coordinator• Direct Support • CHI Centers INC
Develop and implement supportive service programming in collaboration with residents, Management, and local community service providers. Provide ongoing outreach services to identify individuals who would benefit from assistance, recruit staff, and determine program and service gaps. Coordinate the delivery of services with local human service providers. Maintain all necessary information regarding services to residents. Oversee and provide crisis intervention, case management, and follow-up services for referrals from Management, residents, or other agencies. Support resident efforts in community-building initiatives. Identify funding for new and expanded programs in the development. Assist other department staff in understanding and participating in the goals and programs initiated by resident services. Review and submit all billing and program reports required by funding sources, monitoring entities, and Management /Service Provider. Attend all required meetings and prepare to participate in additional or special projects as needed from time to time by Management.
Community Connections
801 PENNSYLVANIA Avenue WASHINGTON DC 20003
Mental Health Residential Counselor 04/2010- 06/14/18
Supervise, Mentor, Teach, and verbally instruct in assistance with providing self-care training and treatment to residents of mental health CRF. Converse with residents to reinforce positive behaviors and to promote social interactions. Supervise and instruct meal preparation to act as a role model. Aide residents in administering therapeutic activities outside the community such as exercises, occupational arts, crafts, and recreational games. Observe and document resident’s behaviors, speech patterns, feeding patterns, and toilet training to facilitate assessment and development of treatment goals. Train Parents and guardians in care of distributional residents. Medication Administration Record Maintenance, faxing, charting, and communication with pharmaceutical companies, case management, day programs, physicians, and psychologists. Financial accounting with petty cash. Office management on a day-to-day basis and private counseling through life skills training and self-discipline Vital signs, weights, and wound care. Microsoft words, excel, and Utlipro Skills.
ST. John Community Service
2201 Wisconsin Avenue Washington dc 20017
BEHAVIORAL SUPPORT SPECIALIST 08/2006 -09/2012
Assist with providing self- care training and therapeutic treatments to residents of mental retardation CRF. Conversed with residents to reinforce positive behaviors and to promote social interactions. To facilitate assessments and developments of treatment goals with ISP and psychotropic medications. Use of Therapy Computed telecommunications. Charting, faxing, and recording other documentation. Observe, measure, and monitor behavior, vital signs, wound care and weights. Reporting unusual incidents. Financial money management skills, life skills training, and vacation planning. Day to day implementation of treatment goals to achieve higher ability to make necessary life changes. Converse with physicians, psychiatrist, pharmacist, case management, and nursing team.
FAIRFAX COUNTY GOVERNMENT
9901 BRADDOCK ROAD FAIRFAX, VA 22032 NORTHERN VIRGINIA TRAINING CENTER
MRSSII 09/2004- 09/2012
Provide self –care training and therapeutic treatment to residents of Mental Retardation Institution. Converse with residents to reinforce positive behaviors and to promote social interaction. Monitor and observe feeding patterns and textures. Financial Management and purchases. Targeted goals of ISP plan and treatment goals. Record and document resident’s behaviors, speech pattern, and toilet training. Facilitate assessments of psychotropic medications. Counsel residents on day-to-day life skills training, occupational arts, crafts, recreational games. Maintain psychological data observation of unordinary circumstances, identification of triggers, telecommunications, faxing, vital signs, weights, and wound care. Transportation and community outings. Use of Hoyer lift. Rom exercise.
HCR MANOR CARE
8101 BELLONA AVENUE, TOWSON, MD 21204
ARDEN COURTS OF TOWSON ALZEHEIMER FACILITY
RESIDENT ASSISTANT SUPERVISOR/MEDICATION TECHNICIAN/CERTIFIED NURSING ASSISTANT 12/2000- 06/2006
Supervised Nursing Assistants & 60 Resident, vital signs, weights, wound care, medication administration, and medication counting. Marketing and Service Plan Creation, Hiring and Disciplinary actions, representing the company in unemployment matters regarding staff. Use Microsoft word, excel, financial payments, employee record keeping, and scheduling.
Education
American InterContinental University, Chandler, AZ
Bachelor of Healthcare Management/Specializing in HealthCare Administration 08/2020- 07/2023
Ashford University, Clinton, Iowa
Bachelor of Psychology/Clinical Psychology
06/2013-02/2014
08/2016- 08/2020
ACT College, Manassas, VA 02/2004- 02/2006
Associate of Applied Science/Medical Assisting with Limited X-ray
Basic Terminology, Hospital Care, Cardiology/EKG, First Aid, Anatomy & Physiology, Clinical Lab, Phlebotomy Sterile Procedures, Advance Patient Care, Pharmacology, Insurance/Coding, Office Procedure, Limited X-ray, Psychology and Mathematics
Skills
I am Dependable, adaptable, and I utilize time management. I can collaborate, negotiate, and communicate well. I am creative and can resolve conflicts. I utilize critical thinking skills and problem-solving tactics. I am a team player, very organized and have an open-minded approach. I can use customer management software, excel, Microsoft, PowerPoint, Word Press, and Google docs. I can use software such as Zoom, Micro-soft Teams, and Google Meet,
Leadership
Representative Spokesperson for Paramount Baptist church to congress for the Angel Tree Program. Walked on behalf of clients for Alzheimer’s for HCR Manor care. Volunteer as a candy stripper at Washington Hospital Center. Girl scouts of America. Volunteer at My Loves Cater Services to feed the homeless. Volunteered to teach basic computer skills to clients with mental health issues.
References
[Available upon request.]
28 N ST NW
Washington, DC 20001
*************@*****.***
References
[Available upon request.]
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