Support Agent Work Supervisor
Resume:
JOHN DAVIS
Enthusiastic professional who is very detail oriented, extremely adept at organizing information, maintaining schedules, streamlining communications and keeping things running smoothly. Productive and energetic worker offering 20+ years of experience
Brooklyn, NY 11221
*********@****.***
Highly credentialed, process optimizing professional capable of leveraging past successes and accreditations to help clients with everyday issues.
Core Strengths
Mental Health Team Building Strong Communicator Elder Abuse Service Delivery Strategic Development Program Assessment Computer-based Proficiency Leadership Problem Solving Organization Skills Training
Areas of Expertise ~
Mental Health Assessments – Elder Abuse – Program Assessment – Creative Problem Solving – Counseling & Coaching Public Speaking – Service Delivery – Case Management – Strategic Planning – Clinical Research – Psychotherapy Community Outreach – Crisis Intervention – Project Management
Authorized to work in the US for any employer
Willing to relocate anywhere
Work Experience
Program Director
Women In Need - Queens, NY
April 2021 to Present
The Program Director, Supportive Housing ensures that the goals and objectives are achieved for all HUD and other government funded programs. The Program Director is responsible for supervising SHP staff and reports to the VP, Supportive Housing Program. Requirements
Commit to using evidence-based practices (EBP); Motivational Interviewing (MI), Trauma-Informed Care (TIC), critical time intervention, and boundary setting, to help clients achieve their goals.
Ensure that counselors/case managers provide effective case management and services to clients, including advocacy for public benefits.
Ensure that all charts/case records and other client data (AWARDS/Win IMPACT) are maintained appropriately, and data is current.
Ensure that all documentation is complete and maintained as required.
Prepare reports as needed for WIN and Funders, including HUD’s Annual Progress Reports(APR’s) for each contract, as well as consumer satisfaction surveys for the annual HUD renewal program evaluation.
Ensure compliance with all government contracts. Currently, there is one contract attached to the Rosa Parks Brooklyn office.
Ensure eligibility of all clients entering the programs.
Oversee special programs such as the Corporation for Supportive Housing/Keeping Families Together, The Blue Project, Casey Family Programs, STEPS, etc.
Ensure that all programs maintain a minimum of 90 percent occupancy.
Attend program meetings, agency wide staff meetings, and external meetings such as the monthly HUD Continuum of Care meetings, Corporation for Supportive Housing, etc.
Coordinate all legal activities and property management issues.
Conduct chart audits and audits of AWARDS monthly.
Maintain positive relationships with community partners.
Represent the Vice President of Supportive Housing, as needed.
Other responsibilities, as needed, including coverage of the Program Director’s functions in the Brooklyn Supportive Housing Program.
Other duties as requested/assigned. Qualifications
Master's Degree required with five (5) years of supervisory/management experience.
Minimum of two years of experience working with DOHMH Supportive Housing programs and managing DOHMH contracts.
Must be able to multi-task successfully. Experience with policies and procedures in a social service setting.
Excellent interpersonal and communications skills. Solid computer skills required, including Microsoft Office Suite and Outlook.
Manage staff; train and support staff in their use of EBP with clients; use EBP to meet and exceed program goals.
Other responsibilities as needed, including coverage of the Program Director’s functions for the Bronx Supportive Housing/Brooklyn Supportive Housing Program on an as needed basis.
Monitor the program’s effectiveness to ensure that program is achieving its goals.
Analyze, develop and implement procedures and policies to ensure quality service provision.
Manage the program’s petty cash and program metro cards and ensure compliance with WIN’s policies.
Other duties requested or assigned. Core Competencies
Leading Others: Uses guidance from the AVP on WIN’s strategic priorities to operationalize action plans & strategic improvements; able to assess strengths and weaknesses of the team and formulates action plans for improvement.
Facilitating Change: Supports and encourages staff as they adjust to change. Monitors the need for training, coaching and changes in performance.
Managing Performance: Can manage competing priorities and is able to set high standards while negotiating deliverables. Represents personal and team concerns to their supervisor. Gives feedback in writing and verbally; documents performance concerns. Applies and Develops Expertise: Understands and upholds all policies and procedures described in the WIN employee Manual.
Applies technical knowledge to solve problems quickly and effectively.
Communicating and Collaborating: Practices active listening skills, is able to respond clearly and directly, checks for understanding.
Clarifies purpose, intent and context and highlights major points and follows a logical sequence.
Understands and practices Way to WIN with clients.
Helps staff understand the complexities of communicating with others from differing cultural backgrounds.
Uses discretion and demonstrates sensitivity to confidential information. Communicates effectively in writing and verbally.
Senior Intensive Case Manager
ACMH, Inc. - New York, NY
February 2021 to April 2021
Conducts home visits on a regular basis for assigned caseload.
Obtains psychosocial histories and conducts functional skills assessments.
Establishes and maintains liaison with primary provider of psychiatric care.
Assures access to psychiatric, substance abuse and medical services, and entitlement benefits.
Administers standardized health screening tools
Monitors client medication, including adherence and side-effects.
Develops an individualized rehabilitation plan (Service/Support Plan) in accordance with client needs, strengths, and goals and in consultation with the treatment team and others of the client’s choice.
Delivers community rehabilitation services according to individual need, including: Assertiveness/Self-Advocacy Training Community Integration Services/Resource Development, Daily Living Skills Training, Health Services, Medication Management Training, Parenting Training, Rehabilitation Counseling, Skill Development Services, Socialization, Substance Abuse Services, and Symptom Management.
Documents client response to service, progress and regressions, and regularly updates the Service/Support Plan.
Trains clients in safety procedures and conducts fire drills and self-preservation tests.
Prepares residents for transition to independent living and makes necessary referrals.
Facilitates crisis intervention in the event of an emergency.
Staffs Emergency Phone on a rotating basis.
Maintains client charts and submits necessary notes and reports, including incident reports, in compliance with agency procedures.
Oversees maintenance of apartments, inventories furniture, and alerts program director of maintenance problems.
Attends in-service training as requested by supervisory personnel.
Provides coverage as needed for other staff on the program team.
Serves as “Qualified Mental Health Staff Person”
Duties as assigned by supervisor.
Clinical Supervisor
FACES NY - New York, NY
August 2019 to June 2020
Supervise caseworkers for 3 housing and 1 education program worked as a clinical supervisor for FACES, NY, and I've listed my duties, as my current resume has not been updated with their information. I am skilled in motivational interviewing, a variety of different methodologies including Evidence-based practices, Strength-based practices, Trauma, Clinical, and have over 17 years of supervisory and management experience.
Evaluate clinical interactions in all situations and capacities Identify and reinforce actions by the supervisor
Teach and demonstrate counseling techniques
Explain the rationale of strategies and interventions
Interpret significant events in the counseling process
Support the case manager's well being by helping the case manager deal with stressful events, role ambiguity, career development, and skill use.
Discuss the objective of learning methodologies
Evaluate the case manager performance and share in the evaluation with the Director
Assist in other clinical areas when needed
Participate in on-site and off-site training when appropriate
Monthly review of clinical charts to support client development
Provide direct supervision to clinical staff
Interact with collateral's on behalf of staff and client
Senior Case Management Supervisor
Northern Manhattan Perinatal Partnership
October 2018 to March 2019
Managed 2 MSW-level supervisors and 1 MBA-level Fatherhood Coordinator while monitoring 10 community health workers focusing on delivering services for expecting mothers. Worked in tandem with +50 fathers to provide appropriate services, training, workshops, and seminars. Made employment referrals and counselled expecting fathers on life skills, financial literacy, and other essential skills.
Engineered Fatherhood Training Curriculum merging several nationally recognized programs from National Fatherhood Initiative; become certified as Facilitator of nationally acclaimed 24/7 Dad Fatherhood Training Program.
Influenced infant mortality rate being condensed in North Harlem community by 1.5% overall for families of color by teaming up with perinatal case managers to ensure they deliver health education services to meet Healthy Start five pillar approaches and benchmarks.
Taught workshops on EFT for stress, anxiety, and depression.
Program Director
Selfhelp Community Services, Inc
2014 to 2018
Fulfilled role of Director for entire program with staff of 50 people, 4 attorneys and supervisors, and 21 caseworkers, social workers, and case managers. Restructured social work teams into smaller teams to tackle client needs in new territory needs. Recreated legal team by adding three staff attorneys and an Office Associate. Managed $13.5M budget for +3 years.
Created opportunity to not have heat or cold-related emergency in 15 years during weekend time by instituting weened coverage rules for fragile clients and follow-up procedures during hot and cold days.
Sparked 14% increase in client visits, reduced legal costs by 25% for +3 years, and saved department $100k+ in outside attorney fees by possessing in-house staff.
Retained positive Vendex report numbers for +4 years, which enabled department to save thousands of lives in New York's most vulnerable population.
Improved professionalism of staff by teaching them how to perform proper psycho-social assessments and assessed them before being attached to HRA 2010e supportive housing applications.
1 of 3 liaisons to City of NY for completion of heavy-duty cleanings; staff completed 100 heavy-duty cleanings each year and kept 97% of clients in their residences without having to be vacated or be evicted.
Career Progression & Select Accomplishments
Program Director
Selfhelp Community Services, Inc
2003 to 2018
Program Manager
Selfhelp Community Services, Inc
2007 to 2014
Directly led 5 staff members and 35 professionals indirectly while performing supervisions, training, and field assessments to augment KPIs. Coordinated department daily from social work position.
Rectified 90% of issues to keep clients in their homes through strong advocacy in court and evidenced-based case management practices.
Possessed lowest number of clients placed into shelters at 3% and highest amount of problem case issues addressed.
Successfully prevented evictions by 72% and in 20% of those cases, successfully relocated clients; obtained +800 clients in all 5 boroughs of NYC.
Completed care plans and was pivotal figure in keeping clients out of hospital and nursing homes; returned hospital rate after initial admission and care of clients to be 4%.
Social Work Supervisor
Selfhelp Community Services, Inc
2003 to 2007
Directed staff of 12 social workers and 325 clients to complete daily objectives. Remained hands-on with acquiring new staff and developing weekly training meetings for staff and morning management update calls.
Contributed to department being most effective of three major guardianship programs.
Originated 1st departmental training program encompassing 8-week onboarding program formed to launch new social work staff to department, organization, and company methodology for case management of difficult clients.
Senior Forensic Social Worker
EAC/TASC Link
2001 to 2003
Advised and delivered services for caseload of 25 Mentally Ill Chemically Addicted (MICA) forensic clients. Drug-tested clients weekly, as well as conducted clinical assessments to make sound suggestions on release from prison and acceptance into suitable programs. Ushered clients to programs and appeared in Mental Health Supreme Court before judges daily delivering update and expert testimonies to the court.
Only have 1 client relapse out of 25 throughout tenure.
Attained placement success rate in high 90s and completed 3-5 HRA 2010 applications for supportive housing per day; achieved 100% placement rate.
Education
Master of Social Work in Geriatric
Almeda University Online
BA in Economics & Political Science
University of Wisconsin-Madison - Madison, WI
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