Customer Care Case Manager

Tonya Smith

cell: 801-***-****

email: *****.*****@***********************.***

Summary of Professional Qualifications

Outstanding case management care

Exceptional intake skills

Proficient in gender-responsive and trauma informed care

Excellent motivational interviewing and interpersonal skills

Exemplary collaboration abilities

Proficient in office management, onboarding, and account care

Timely project deliveries

Broad resource knowledge and navigation

Advanced understanding of comorbid disorders and associated behavioral health complexities

Exemplary advocacy skills and ability for developing community connections

Experienced in crisis prevention and intervention

Implementation of CBT techniques

Robust life-skills educator and problem solver

Effective communication and articulation skills

Outstanding teamwork abilities

Strong leadership and supervisory skills

Education

University of Utah (3.729 GPA) May - 2018

Bachelor’s in psychology

Advance Substance Use Disorder Counselor August - 2013

Related Course Work:

oDrugs and Behavior

oAbnormal Behavior

oCognitive, Behavioral, and Social Psychology

Salt Lake Community College (3.87 GPA) January – 1991

Office management Certificate

Field Experience

Clearview Counseling & Assessment December 2019 – Current

First point of contact to provide a warm welcome for clients. Develop alliances

with clients to help them feel more at ease. Customer care, business development, and creating memorandums of understanding. Conduct a biopsychosocial and identify ASAM level of care needed for those with a potential substance use disorder.

Prepare treatment plan and letters for court ordered individuals. Network with other

providers to ensure best practices and outcomes. Coordinate and refer accordingly.

Use motivational interviewing and CBT techniques during sessions. Provide wrap around case management to ensure clients’ needs are being met. Work on housing, housing qualifications, employment, with resource building, and SMART goal planning for the holistic wellbeing of the individuals we serve. Business expansion, memorandum of understanding, and development of a non-profit.

Journey of Hope August 2015 – December 2019

Responsible for project coordination and outcomes, intake and triage, wrap-around case management, goal development, resource navigation, advocacy, community collaboration, domestic violence protocol training, aftercare recovery and support program. I’m trained on Orbis documentation and walk-in records. I conducted needs assessments, evaluate safety concerns, and helped implement a client centered treatment approach through a trauma informed lens. Work with homeless and diverse populations on basic needs.

Project Recovery October – 2012 May 2013

Conducted intake interview and assessments, provided case management with comprehensive service planning, supervised individual counseling, group therapy, substance use and life-skills education, and medication distribution. My education, personal insight, and strong client alliances made me an essential contributor during clinical case reviews and prioritization meetings to ensure appropriate case planning,

client referrals, and discharge.

Certificates

ASUDC

Case Manager – Adult Behavioral Health

Optum Assessment Training

CPR / AED / First-Aid (Adult / Child / Infant Choking

Coping Skills

Stress Management

Professional Affiliations

Board of Pardons and Parole Sub - Committee 2015 – Current

Women’s Summit Committee 2016 – Current

ASENT 2017 – 2020

GOGI Committee 2013 – 2014

Volunteer Experience

Utah State Prison 2018 – Current

Mentor and Educator

Journey of Hope 2015 – 2017

Counselor, Case Manager, Trainer

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