Gladys Mack

Hickory, NC *****

980-***-****

adwns2@r.postjobfree.com

PROFESSIONAL SUMMARY

Dedicated Helping professional with history of meeting company goals by utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

SKILLS

Customer service skills

Working remotely

Computer proficiency

Using multiple platforms simultaneously

Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Teams)

Experience with Zoom and Skype for business

Call center experience

Placing a large volume of outbound calls

Answering a large volume of inbound calls

Verifying eligibility for services based on insurance coverage

Submitting documentation for health insurance authorization

Issuing Notice of Medicare non-coverage (NOMNC) & Detailed notice of non-coverage (DENC)

Filing Insurance appeals

Requesting/reviewing guardianship paperwork

Case management

Care planning

Supervisory experience across multiple industries

Individual and group counseling

Crisis intervention

Training facilitator

Quality assurance/improvement

Multi-systemic therapy

Home/community-based counseling

WORK HlSTORY

Accordius Health-Statesville

Social Service Director-Itinerant/Remote

January2022-Present

Ensuring the needs of residents are met.

Maintaining regulatory compliance.

Completing initial assessments.

Discharge planning.

Documenting resident progress.

Completing assessments.

Evaluating and updating residents’ level of care.

Coordinating and scheduling in-house podiatry, ophthalmology, and dental appointments.

Facilitating resident council meetings.

Managing relationships with clients, families & staff.

Care planning.

Submitting updates for insurance authorizations.

Issuing notices of non-coverage.

Participating in interdisciplinary team meetings.

Hiring/training/supervising social service staff.

Completing plans of correction.

Family Preservation Specialists

Program Manager

October 2021-January 2022

Managing relationships with clients & staff.

Scheduling appointments and reminders.

Keeping office compliant with current regulations.

Developing and presenting training materials.

Clerical duties

Payroll

Attending relevant training

Maintaining office services by organizing office operations and procedures

Controlling correspondence.

Maintaining filing systems.

Reviewing, and approving supply requisitions.

Prevention, protection, retrieval, transfer, and disposal of records.

Maintaining office efficiency.

Development and implementation of policies.

Keeping management up to date on daily operations.

Overseeing and managing daily operations including, purchasing, inventory, and expenses.

Monthly safety audits.

NCDHHS/VR/IL

Rehabilitation Counselor 2/ Counselor In-Charge/QP/Rehabilitation Education Specialist

August 2010-October 2021

Providing management support to the Assistant Unit Manager & Unit Manager.

Ensuring that staff adheres to policies and procedures.

Providing guidance on casework and personnel matters, and division regulations.

Reviewing/approving client needs requests to ensure we don’t go over budget.

Evaluating progress towards monthly goals.

Approving leave requests.

Scheduling & facilitating monthly staff meetings.

Developing/maintaining community partnerships.

Preparing/presenting quarterly quality assurance reports. Representing Unit Manager at meetings.

Assuming duties of Unit Manager & Assistant Unit Manager during absences.

Demonstrating Knowledge of casework methodology and techniques of rehabilitation counseling

Demonstrating knowledge of federal and state laws governing the delivery of rehabilitation services

Reviewing and interpreting medical and psychological data in planning and developing rehabilitative services.

Establishing and maintaining effective working relationships with consumers, family members, and various professional and specialty services involved in the rehabilitation process.

Communicating effectively with community agencies through excellent verbal and written skills.

Presenting program information to the community at least 2 times per year.

Coordinating Targeted Housing Program Referrals.

Training new employees.

Income Maintenance for PAS; NCHFA/DPP/ Urgent Repair & Targeted Housing.

Developing and presenting teaching material for local, regional, and state employees.

Youth Villages

MST Therapist

March 2009-August 2010

Conducted MST assessments and implemented treatment plans.

Conducted MST assessments including review of referral information, identifying and engaging key participants, identifying systemic strengths and weaknesses, and developed an analysis of the fit of problem behaviors within the ecological context.

Engaged primary caregiver and other key participants in active change oriented treatment by identifying and overcoming barriers to engagement.

Conceptualized problems.

Developed and implemented treatment plans

Reviewed outcomes & strategies

Revised procedures and techniques using the MST Analytic Process.

Maintained clear and concise documentation of treatment efforts that promote peer and supervisory review and feedback, and that demonstrate compliance with the 9 MST Principles and the MST Analytic Process.

Collaborated with all relevant systems and key participants within each system to ensure their buy-in and cooperation throughout MST treatment.

Provided direct clinical treatment using methods compatible with MST principles and practices.

Participated in all MST training, supervision and consultation activities.

Heartland of Lexington

Staff Development Coordinator

September 2008-March 2009

Creating, Developing and Holding Training programs for employees

Using creative techniques to teach information.

Helping workers understand and retain material.

Adapting teaching strategies according to the target audience.

Identifying the best was to reach specific individuals and groups.

Effectively Demonstrating knowledge of the material

Responding effectively to questions.

New Hire Training and retention

Creating and maintaining a training budget

Overnight Travel to facilitate and attend training programs

The Carolina Center for Behavioral Health

Therapist Intern

January 2008-August 2008

Facilitated therapy groups

Completed Psychosocial assessments

Maintained patient, program, department, and related documentation

Communicated with patient, family, or patient social support

Discharge planning

Effectively used oral and written communication skills

Participated in the planning and implementation of treatment care plans.

Effective utilization of therapeutic skills.

Participated in restraint and seclusion of patients when required

Supported hospital service excellence standards

Completed annual and other training in a timely manner

Maintained CPR training

Provision of quality case management psychotherapeutic services to adult and/or adolescent psychiatric patient populations and their families, spouse, significant other.

Served as a member of interdisciplinary team supporting the organization’s treatment program and philosophy and assure the deliverance of quality treatment to adult and/or adolescent patients and their families.

Administered a comprehensive intensive outpatient, partial hospitalization program, Suboxone program or other outpatient programs that responds to the community’s need and supports the organization’s overall mission, philosophy, and goals.

Integrated the management of the intensive outpatient, partial hospitalization program, Suboxone program or other outpatient programs into the Carolina Center’s continuum of care.

Greenville County Disabilities & Special Needs Board

Community Training Home Coordinator/Staff Development Coordinator

March 2006-August 2008

Monitored and improved the quality of services provided within the CTH, SLP, ICF and CRCF facilities.

Ensured programs were in compliance with DDSN & DHEC Policies.

Assumed vacant caseloads until the positions were filled.

Interacted with people served, their families, advocates, or volunteers, and assisting them in achieving their goals and/or meeting their needs.

Ensured that all employees received training in the area of Residential Plans, BSP’s and training objectives.

Monitored on-site Programs & Residential Charts monthly, documented and reported findings.

Assisted residential management in reviewing deficiencies and developing a plan of correction to address any problems cited by regulatory bodies.

Maintained accurate accounting of all required DHEC, Alliant, and DDSN yearly monitoring reports to ensure each program was maintained in accordance with the appropriate licensing facility.

Monitored residential plans of correction to ensure that necessary follow-up occurred in a timely manner.

Assumed the role of the QIDP/Coordinator/CRCF Administrator in the event of an absence of any program.

Carried out Quality Assurance recommendations resulting from management reviews of abuse, neglect, or exploitation. Coordinated ongoing audit of residential charts and recommended improvement plans.

Followed up with training to ensure the file corrections were completed.

Served on the Risk Management & Safety Committee and other related committees as assigned.

Cross trained in submitting, process, reviewing, etc.

Completed, investigated, and submitted Critical Incident and Abuse, Neglect, Exploitation, and other DDSN reports as assigned.

Maintained functioning offices within coverage area.

Monitored Residential Plans monthly to ensure plans were being followed and revised training objectives accordingly.

Monitored medical needs of individuals monthly to ensure annual physical, dental, TB test etc., were current and that all follow up appointments were addressed for residential area being reviewed.

Inventoried an administered medication.

Monitored Behavior Support Plans and worked closely with the Behavior Specialist to ensure that the least intrusive measures were used, and DDSN Behavior Support Policy was followed.

Ensured that behavior reports were sent to providers monthly.

Monitored Residential plans and training objectives to ensure compliance.

Addressed needs/concerns of individuals and their families through documented team meetings.

Creating, Developing and Holding Training programs for employees

Using creative techniques to teach information.

Helping workers understand and retain material.

Adapting teaching strategies according to the target audience.

Identifying the best was to reach specific individuals and groups.

Effectively Demonstrating knowledge of the material

Responding effectively to questions.

New Hire Training and retention

Creating and maintaining a training budget

Overnight Travel to facilitate and attend training programs

Magnolia Manor-Greenville

Social Services Director

March 2005-March 2006

Planned, organized, implemented, and evaluated our facility’s Social Services Department in accordance with federal, state, and local standards, guidelines and regulations, our established policies and procedures, and as directed by the Administrator, to assure that the medically related emotional and social needs of the residents were met/maintained on an individual basis.

Reviewed facility policies and procedures as part of the facility’s interdisciplinary team to assure compliance with state and federal regulations. Participated in reviewing and setting policies concerning resident care and quality of life. Participated in developing facility social work policies. Participated in quality assurance interdisciplinary team meetings.

Ensured all government requirements for social service documentation were met.

Documented progress in meeting the psychosocial needs of residents.

Worked with the interdisciplinary team and administration to promote and protect resident rights and the psychological wellbeing of each resident.

Prevented and addressed resident abuse as mandated by law.

Worked with residents, families, significant others, and staff to provide support, information, and organization for taking a more proactive role in self advocacy to improve quality of life/care for individual residents and those who live and work within the nursing home and the community at large.

Completed a social history and psychosocial assessment for each resident that identified social, emotional, a psychological need.

Participated in the development of a written, interdisciplinary plan of care for each resident that identified the psychosocial needs/issues of the resident, the goals to be accomplished for those needs/issues, and the appropriate social worker interventions.

Ensured or provided therapeutic interventions to assist residents in coping with their transition and adjustment to a long-term care facility, including their social, emotional, and psychological needs.

Ensured or provided support and education to residents’/family members/significant others to assist in their understanding or placement and facility issues in addition to referring them to appropriate social service agencies when the facility does not provide the needed services.

Coordinated the resident discharge planning process and made referrals for appropriate home care services prior to the resident’s return to the community.

White Oak Manor-Spartanburg

Social Service Assistant

March 2004-March 2005

Advocated for residents and their families.

Acted as a liaison between medical and nursing staffs, residents, relatives and outside agencies.

Counseled new residents/relatives of services offered and policies and procedures.

Maintained Social Work Progress notes by recording significant contacts made during service delivery.

Assisted in coordination of discharge planning.

Fatz Café

Hostess/Cashier/Server/

Manager/Corporate Trainer

March 1998-March 2009

Greeted and engaged with customers in a friendly manner.

Answered phones.

Answered questions about the menu and food.

Made suggestions based on knowledge of the menu.

Sold food and drinks.

Communicated orders with the kitchen staff.

Ensured tables were enjoying their meals and took action to correct any problems.

Prepared checks and took payments Helped with customer service and cleaning.

Ensured incoming staff complied with company policy.

Trained staff to follow restaurant procedures Maintained safety and food quality standards Kept customers happy and handled complaints.

Organized schedules Kept track of employees’ hours Recorded payroll data.

Ordered food, linens, gloves and other supplies while staying within budget limitations.

Collaborated with management to identify company training needs.

Scheduled appropriate training sessions.

Facilitated seminars, workshops, and individual training sessions.

Planned and implement an effective training curriculum.

Developed and prepared training materials such as module summaries, videos, and presentations.

Trained new employees.

Setup and opened new stores

Implemented and reviewed monitoring systems to ensure that all employees are performing job responsibilities according to training.

EDUCATION

Webster University - Greenville, SC

Master Of Arts: Mental Health Counseling/Marriage & Family Therapy

08/2008

University of South Carolina-Upstate – Spartanburg, SC

Bachelor Of Arts: Sociology/ History

12/2005

REFERENCES

Available Upon Request

Contact this candidate