Mental Health Customer Support

Teal S. Chancellor

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

Cell 770-***-****

Summary of Experience

Crisis Responder versed in customer support in a high call environment. Superior computer skills and etiquette. Call Agent excelling at customer satisfaction and retention. Patient and empathetic Crisis Responder with extensive background in conflict resolution and customer care. Professional Experience

Veterans’ Health Administration (Remote) 06/2022 – Present Crisis Responder

• Politely greet and assist veterans and stakeholders via telephone.

• Answer inbound calls per day by addressing customer inquiries, solving complex problems, and providing resolutions and resources.

• Manage customer interactions across multiple channels.

• Implements suicide/mental health crisis prevention strategies, conducts interviews, and utilizes assessments tools to assess emotional, functional, and/or psychological conditions.

• Assists Veterans and their family/friend/significant other with issues regarding the Veterans' mental health issues, referrals, benefits, support groups, provides psychoeducation and directs advice regarding suicide/mental illness crisis.

• Provides support for the identification of veterans at high risk, coordinates enhanced care, completes structured diagnostic and clinical assessments.

• Keeping a caller, texter, or chatter engaged while multi-tasking to document work, look up resources, and instant message for assistance when needed and prepares and maintains records and reports in accordance with program guidelines.

• Works collaboratively with other members of the VA Crisis Hotline Program to identify appropriate services for Veterans in crisis and makes outgoing calls to Veterans if a Veteran has sent an email or letter to the White House, or some other government agency.

Behavioral Health Link (Remote) 09/2021 – 06/2022

Crisis Counselor II

• Screen, assess, triage, and provide telephonic crisis intervention and de-escalation to assist in identifying concerns with mental illness, developmental disabilities, and/or substance abuse. Collaboratively determine an immediate course of action.

• Utilize assessment information and community resources to provide information, linkage, referral to services, and complete appropriate documentation in accordance with established policies and procedures. Assist in deescalating the crisis through the provision of support to the individuals.

• Assess the immediate needs of the individual; the level of risk to the individual and/or others due to the crisis; contributing environmental, medical, psychiatric, and/or interpersonal factors; resources available to the individual in the current setting to resolve the crisis, and community resources that may be accessed to resolve the crisis.

Ridgeview Institute Hospital 05/2020 – 06/2022

Assessment and Referral Clinician

• Administer intake assessments on walk-ins and 1013 patients by utilizing motivational interviewing skills to determine admissions eligibility requirements and level of care.

• Administer healthy lifestyle assessments to determine patient medication management and teach patients the importance of medication monitoring and compliance to maintain their overall mental health and wellbeing.

• Intervene in psychiatric crisis (such as PTSD, anger blackouts, depression, suicidal ideations, and panic attacks), to de-escalate clients by utilizing, grounding techniques, deep breathing techniques and mindful practices, while providing appropriate skill building and therapeutic interventions such as Cognitive Behavioral Therapy (CBT).

• Demonstrator of exceptional verbal and timely written documentation, as a team player while leading organizational quality assurance.

• Responsible for assisting in the process of responding to referrals and other requests for services and information. Assess all ages and collaborates with a physician to determine a proper disposition. Education & Training

Master of Management; Concentration in Human Services; Shorter University, Rome, GA; December 2018 Associate of Applied Science; Business Management; Gwinnett Technical College; Lawrenceville, GA; July 2016 Human Resource Management Diploma; Gwinnett Technical College; Lawrenceville, GA; July 2016 Bachelor of Science in Human Services; Shorter University; Rome, GA; December 2015 Associate of Applied Science: General Studies: Shorter University; Rome, GA: December 2015 References

Quiana Barrett – 407-***-****

Department of Veterans Affairs

Gwendolyn Evans – 404-***-****

Department of Veterans Affairs

David Taylor – 252-***-****

Department of Veterans Affairs

LaWanda Johnson – 917-***-****

Department of Veterans Affairs

Brittany Grear – 770-***-****

Center for Disease Control and Prevention

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