Call Center Representative Mental Health Counselor
Resume:
Antiquenette Caldwell
Montgomery, Al 36117
Cell: 334-***-****
Email: *******@*****.***
Objective To secure a professional position in the field of counseling and/or Mental Health/Social Services
that requires knowledge and application of
Counseling Theories and Principles.
Experience Wexford Health Sources
Kilby Correctional Facility, Montgomery, Al
Julia Tutwiler Prison for Women Wetumpka, Al
June 2018 to present
Kilby Correctional Facility – Supervisory Responsibilities
Directed the work flow of the SU or RTU and determines Unit MH staff assignments Inter-Relationships
Inter-relates and works effectively with management, staff, patients, all clinical staff, custody and administrative staff on all levels.
Assists in the overall planning, development, and administration of the assigned program(s) or service(s); assists in the implementation of departmental planning initiatives.
Coordinates the implementation of treatment and/or habilitation plans, leads the Multidisciplinary Treatment Teams, securing facility locations for various therapeutic interventions and sessions including tele-health.
Works closely with clinicians and other managers in implementing delivery systems for clinical programs and services.
Provides supervision and oversight to unit MH staff.
Facilitates, develops and participates in conferences, training sessions, and meetings to ensure efficient outcomes.
Directs the utilization of physical facilities, equipment, furniture, and supplies; answers telephones and responds to email requests; created and maintains clinical files and logs.
Julia Tutwiler Prison for Women –
Activity Technician Responsibilities
Serves as an assistant to mental health service providers and persons with mental health problems.
Contributes to unit development and implementation of written and\or verbally directed clinical procedures; provides feedback on the progress of each inmate patient to them and participates in treatment planning development.
Maintains programming and activity operations in accordance with established clinical and administrative requirements and applicable licensure, certification and accreditation standards.
Plans and conducts a variety of specifically assigned client activities in therapeutic recreation and music, and provides supervision and leadership of activities appropriate to the program while maintaining, requesting and organizing therapeutic activity supplies.
Actively engages and supervises inmate patients in physical activities, mental stimulation and general education activities to monitor client behavior and foster socially acceptable behavior patterns, providing individual instruction as required.
Turning Point Counseling, LLC, Dothan, Al
June 2012 to April 2019
Provided in-home contract mental health services
Key Responsibilities:
Provide clinical counseling to youth ages 4-19 in a setting conducive for mental health stability.
Meet with families, school officials, and other support personnel to aid the mental health of children and families affected by the child’s behavior.
Participate in team meetings as needed to discuss clinical cases with Psychologists and other clinicians.
Provide counseling to individuals who have behavioral, social, and psychological difficulties. To include: ADD, ADHD, autism, eating disorders, bullying, depression, suicide ideation or attempts, anger management, substance abuse, divorce, verbal abuse, anxiety, sexual abuse, rape, etc.
Proficient in Medicaid paperwork and billing
Provide ethical and culturally responsive clinical services through evidenced-based practices that are guided by experience and sound judgment.
Provide in-home counseling to at risk children and their families through our organized model of care based on character, integrity, and reality, empathy, respect and self-awareness
Provide mental health services in the homes, schools, court, or wherever is convenient for the child and his/her family.
Specialize in targeting the factors in each child’s social ecology such as family, peer, neighborhood, school, and community, that have the biggest impact in the child’s life
Interventions such as play therapy, art and music therapy, and creative writing, are used to capture the imagination and participation of children who are typically uninterested in treatment.
Responsible for intake assessments, individual treatment plans and treatment plan reviews
Be able to identify mental health issues that require or can be treated with medication and make referrals to psychiatrist. Monitor med compliance or lack thereof. Also monitor effectiveness of medication and coordinate with treatment team as needed; make referrals to community resources as needed.
Make referrals to inpatient treatment centers when a child’s condition requires more intensive therapy than can be provided in the home
Attend hearings with clients such as drug dependency and
truancy court to provide statements concerning client’s mental capacity, when needed
Responsible for submitting daily progress notes and general follow-up notes to Admin on a weekly basis.
Attend monthly staff meetings and join weekly phone meetings on a weekly basis to discuss general concerns
BC Forward/Hewlett Packard
Montgomery, Al
February 2016 to April 2017
Call Center Representative - contracting with the Federal government to assist federal users with contract and grant registrations
Key Responsibilities
Answer inbound calls from users needing assistance with registering and maintaining business account.
Trouble shoot and resolve functional and technical issues in a timely manner.
Document all calls timely; refer if needed
Assist users with registering a New Business in SAM to be Eligible for Grants and Other Federal Assistance.
Assist users with getting certification through the Federal Government for grants and contracts.
Seraaj Family Homes
Montgomery, Al
December 2012 to April 2013
Key Responsibilities
Responsible for providing services to children and families based on their needs and as outlined in the ISP, Treatment Plan and/or 1878.
Responsible for ensuring all children are living in a safe, clean, nurturing, and humane environment. Ensures and enhance the ability of children and families to achieve educationally, socially, mentally, and emotionally as well as ensure that all children and families are physically and mentally healthy.
Enter well-written and detailed session/case notes in Welligent System
Medication monitoring to include what meds children are taking, when prescriptions need to be filled, and documenting med information on Welligent System.
Conduct an inventory of children’s clothing and clothing needs at the time of placement
Ensure and document that each child is having appropriate supervised or unsupervised visitations with family members per the child’s ISP.
Conduct private, face-to-face interviews/sessions with children, foster parents, and mental health consultations. Work with DHR and Social Workers to ensure child’s needs are met; coordinate transportation of children and families
Mental Health Management/Staton/Draper/Elmore
Correctional Facilities
July 2008 to January 2010
Provide individual and group counseling services to assist correctional individuals in achieving effective personal and social development as well as institutional adjustment.
Key Responsibilities:
Interviews inmates to obtain information concerning medical history, mental health history or other pertinent information on a daily basis.
Observes inmates to detect indications of abnormal behavior and provide treatment as needed.
Review results of tests, treatment plans and treatment cases with the Psychiatrist/Psychologist to evaluate client needs and implement treatment.
Plan and administer therapeutic treatment such as counseling, behavior modification and psychosocial education to assist inmates in managing their mental disorders and other interpersonal or environmental problems.
Discusses progress toward treatment goals with inmate and ensures that the treatment plan is completed in a timely manner, adhered to as the barometer for treatment and is reflected in the progress notes.
Consults with Psychologist and Psychiatrist concerning treatment plan and amends plan as directed.
Conducts peer reviews and participates in program audits and continuous quality improvement activities as directed by the Site Administrator
Refer inmates to supportive services to supplement treatment and counseling, such as religious services, classification and substance abuse services
Prepares inmates for release via treatment; schedules follow-up appointments for the inmate with their local county mental health center; ensure that appropriate staff counsels inmate on medication issues as relevant; assist the inmate when needed to obtain shelter and/or social services
Helps to evaluate studies of therapy and therapeutic outcome as needed.
Group Homes for Children - Supervisory
Montgomery, Al
Jan 2010 to June 2010 – No longer in operation (closed 6/2010)
Key Responsibilities:
Training and monitoring of 12-16 behavior specialists and behavior aide staff in their direct care duties.
Train all staff in the Group Homes Moderate Program in the use of the Behavior Change System
Observe staff members in the implementation of the system and provide written and verbal feedback designed to increase their skill level
Ensure implementation of the Behavior Modification section of treatment plans, via behavior specialists
Collect and analyze data generated through behavior system
Work with Human Resource Managers to complete annual evaluations of behavior specialists and behavior aides
Maintain records and logs on implementation of behavior system
Complete all required documentation in a timely and efficient manner
Complete and verify the accuracy of employee time, leave accrual, vacations, and leave request using TimeForce tracking system
Department of Human Resources, Montgomery, Al
State of Alabama
December 2002 to June 2008
Key Responsibilities:
Responsible for screening and assessing individuals to determine their eligibility for financial and nutritional assistance.
Case management – managed over one hundred active case files, to include – follow-up with clients, daily computer updates as information is received.
Gather, screen and review out of state inquiries for benefit assessment and eligibility.
Organize case files for record review, narrative recording, and dictation of individual assessment.
Responsible for reviewing and implementing policy and procedures.
Responsible for accurately budgeting all sources of income to determine eligibility.
Working knowledge of assessing individuals for Medicaid eligibility
Education Alabama State University, Montgomery Al
Master of Science in General Counseling
May 2008
Alabama State University, Montgomery Al
Bachelor of Science in Criminal Justice
May 2002
Training Lighthouse Counseling Center
Counseling Intern – 300 hours
Jan 2008 – May 2008
Lighthouse Counseling Center
Counseling Practicum – 100 hours
August 2007 – December 2007
Edgewood Tutorial Plus Center
Facilitator NA/AA Recovery Group
September 2005 – December 2005
Other
Training CPR/First Aid Completion – 2017 & 2019
Restraint Training Completed- Staton/Draper Correctional Facilities - 2009
HIPPA Training Completed – 2009, 2010-2012, 2017, 2019
Critical Skills:
Ability to understand all aspects of the Behavior Change System and an ability to communicate effectively with the implementation strategies to Behavior Specialists and Aides
Ability to observe behavior and provide positive feedback in a clear, simple manner
Ability to communicate with professionals, co-workers, residents in a clear and professional manner using various forms of communication.
Ability to complete documentation including Medicaid documentation in a timely manner
Excellent organizational, planning, and observation skills
Knowledge of interviewing techniques and application of
Counseling Theories
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