Support Specialist Peer

DEPARTMENT OF VETERANS AFFAIRS

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PHOENIX, AZ 85012

POSTION: PEER SUPPORT SPECIALIST

ENGAGEMENT

Engage veterans by offering support for their mental health, personal and recovery related problems. Maintaining an open line of communication with veterans after therapy staff have left for the day. Utilize reflective listening skills to build rapport, confidence and to calm veterans when they are struggling with their recovery.

COACHING

Maintain rapport with veterans in SARRTP and alumni by sharing my experiences with recovery and what is currently working for me. Participating in therapy groups with veterans and offering insightful feedback. Challenging veteran’s perspective in regards to their recovery and offering alternative thoughts to their self-destructive thoughts.

RECOVERY SKILLS

I run a SARRTP Aftercare group for patients and alumni members of the SARRTP program. Work with patients in the program on reaching their recovery goals by emphasizing the need to stay connected. Process patients WRAP assignments where I encourage them to discuss their recovery tools, coping skills, triggers, warning signs and support.

CASE MANAGEMENT

As a Peer support specialist in SARRTP I have completed SARRTP orientation to new patients as well as managed a caseload of veterans as they worked on their recovery in the program. Work with the patients assigned therapists to address basic needs while in the program such as: clothing, shoes, driving to and from off-site medical appointments and additional off-site community resources. Disseminated and recorded BAM-R assessment tools for staffing purposes. Once patients have completed the program, I initiate compassionate callbacks for patient post discharge follow-up care. Document veteran progress in groups using CPRS.

COLLABORATION

Participate in weekly interdisciplinary staffing with treatment team and patients to assess progress in the program. Attend morning huddles and offer insight for patient care as well as programmatic needs. Meet with Peer support supervisor for supervision and participate in national trainings.

OTHER DUTIES

Traveled to the 5th floor and other wards of the hospital every Friday at the request of other providers educating veteran patients about PRRC, MICHIM, SAC and SARRTP programs. Offering technical support in regards to VVC use to newly admitted SARRTP patients. Driving SARRTP patients to the barbershop for haircuts, store for personal items and SARRTP off campus activities.

Achievements

Engaged a suicidal veteran who was intoxicated on the phone. Offered compassionate, reflective listening as I mitigated his safety and multi-tasked with other staff to get emergency services sent to his home.

DEPARTMENT OF VETERANS AFFAIRS

650 E. INDIAN SCHOOL ROAD

PHOENIX,AZ 85209

POSITION: MEDICAL SUPPORT ASSISTANT

CUSTOMER SERVICE

Answered Calls and documented according to Medical Center Standards and handled customer inquiries telephonically. Researched required information using CPRS. Manage, resolve and report customer complaints. Provided customers with timely and accurate information. Engaged with veterans with respect and dignity and de-escalated veterans when the need arose.

DOCUMENTATION

Verify and update patient demographics and insurance information. Schedule appointments in accordance with scheduling guidelines; including canceling, re-scheduling patient appointments and/or consults. Process orders, forms and applications for example ROI’s. Documents all call information according to standard operating procedures. Ensure patient encounters are complete (check-out and/or no-show).

JUDGEMENT

Identify and escalate priority issues. Route calls to appropriate resource such as the Veterans Crisis Line when veterans are in crisis or re-routing calls to appropriate departments. Follow up customer calls where necessary.

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