LaShonia Childs, Ph.D. (ABD)

**** ********** ***** *****, ******* 31220

478-***-****

adznh7@r.postjobfree.com

OBJECTIVE: To obtain a leadership role in the field of Business/Public Service

where I can utilize my experience, skills, and knowledge in the best possible way.

RELEVANT SKILLS:

•Strong organizational, planning, and problem-solving skills.

•Strong customer service skills.

•Excellent management and leadership abilities.

•Ability to manage and prioritize the daily work effectively.

•Ability to communicate professionally, concisely, and effectively with internal and external customers.

•Call center/ trained on several call center platforms

RELEVANT COURSE WORK:

•Public Service Management

•Conflict Resolution and Negotiation

•Industrial/ Organizational Behavior

•Group Dynamics

•Phone edicate/ email edicate

PROFESSIONAL EXPERIENCE:

First Steps – Prevent Child Abuse (Internship)

•Provides expectant parents and parents of newborns with emotional support

•Parenting education

•Referrals to community services

PROFESSIONAL QUALIFICATION:

Master of Health Administration- Education

The University of Phoenix, (2011)

Bachelor of Science in Public / Human Service

Minor- Psychology

Macon State College, (2006)

Primary Duties and Responsibilities:

Answering inbound calls which may include a variety of complex account issues and escalated calls.

Identifying the root cause of the call and researching to resolve the customer inquiry upon first contact (Troubleshoot online account issues).

Updating customer and account information, processing incoming correspondence forms, or other documents received from customers.

Proactive problem-solving mindset.

Ability to multi-task successfully in a fast-paced environment.

Professional Summary:

Experience Inbound Call Center Agent in shipping and receiving department. In my role as a shipping and receiving clerk, I can process a large volume of calls daily. Adept in customer database programs, offering exceptional customer services, and retaining disgruntle clients who have issues with the company’s product. Specializes in processing large amounts of call data, and interpreting customer service data from a spreadsheet.

ACCOMPLISHMENTS:

•2011 University of Phoenix Honor Graduate

•2012-2013 Capella University President’s List

•Qualified in Motivational Interviewing (MI)

•Brief Intervention/Therapy (BI/BT) Counselor

WORK HISTORY:

Hire Dynamics (Pure Flavor ) April 2021- Present (Seasonal)

Shipping and Receiving Clerk Warner Robins, GA

Process and follow up on orders received at the distribution center (DC)

Utilize critical thinking skills to ensure customers receive correct orders and to provide effective support to our shipping department

Provide Bill of Landing (BOL) for warehouse shipments

Enter orders/update Famous as needed

Trace shipping orders as needed

Aid in other office assignments including but not limited to answering phone calls and providing back-up and other duties assistance as needed

Stepstone Family and Youth Services February 2019- December 2020

Director of Foster Care Macon, GA

•Assists in coordinating the daily child welfare and foster care services of the agency.

•Participates in discussions and meetings leading to the development of policies and procedures for the division.

•Represents the agency at all official policy meetings of the Department of Children and Family Services, State of Georgia.

•Compile and interpret relative case management data for the VP of Child Welfare.

•Advocate for permanency specialists at all court and administrative case review assignments when permanency specialists or team leaders aren’t able to attend.

•Ensure that permanency specialists are entirely prepared to advocate for clients at reviews and court hearings.

•Ensure client files are always in order.

Monitor the daily responsibilities of permanency specialists which includes regularly-scheduled individual formal Supervision with Permanency Specialists.

Supervision will occur at a minimum of one time per month. More frequent

Supervision may be needed and will be determined by the needs of the Permanency Specialist and case needs.

•Attend training at DCFS and other sites about Child Welfare.

•Evaluate and provide constructive criticism to permanency specialists to ensure performance is at a high level.

•Approve service plans, court reports, and all other forms of reports that permanency specialists provide to outside parties.

•Train new hires assigned to permanency specialist positions.

•Interview potential candidates for permanency specialist positions.

•Complete any/all other responsibilities assigned by the VP of Child Welfare.

Comfort Suites January 2018- Present

Hotel Manager Forsyth, GA

•Supervise work at all levels (receptionists, kitchen staff, maids, office employees, etc.) and set clear objectives

•Plan activities and allocate responsibilities to achieve the most efficient operating model

•Manage budgets/expenses, analyze and interpret financial information and monitor sales and profits

•Develop and implement an intuitive and efficient marketing strategy to promote the hotel’s services

•Communicate with guests when appropriate (welcome them to the facilities, address their complaints, find solutions to problems, offer information, etc.)

•Collaborate with external parties such as suppliers, travel agencies, event/conference planners, etc.

•Deal with maintenance issues, shortages in staff or equipment, renovations, etc.

•Inspect facilities regularly and enforce strict compliance with health and safety standards

Twin Cedars Youth and Family Service December 2017 –February 2019

TFC Case Manager Macon, GA

•Provides comprehensive case management for eight to twelve children diagnosed with a range of behavioral health, developmental and medical diagnoses who are placed in therapeutic foster homes.

•Visits with children and therapeutic foster parents, spending time alone during visits to monitor for progress, assess for risk, and to allow child opportunities to communicate special concerns. The frequency of visits is determined by the level of need and is a minimum of every other week or weekly. Visit frequency may be more frequent in special circumstances.

•Visits the child’s school and mental health appointments to interact and collaborate with other professionals serving the child.

•Ensures the goals and objectives of the child’s Master Service Plan are implemented as planned.

•Monitor’s child to ensure that health, educational, social, physical, and emotional needs are being met.

•Monitor’s provision of services provided by the foster parent to ensure the health, safety, and well-being of the foster child.

•Monitors the foster parent’s compliance with program operating procedures.

•Takes primary responsibility for overseeing that child’s emotional and mental health needs are being met in the therapeutic program.

Development of each child’s written initial and comprehensive Master Service Plan and regularly scheduled plan reviews.

•Organizes and manages formal treatment team meetings to develop the initial Master Service Plan and reviews.

•Monitors and documents the use of interventions for targeted behaviors developed through the service planning process and the child’s progress toward the goals and objectives of the plan.

•Coordinates all mental health and medical services and consults regularly with all service providers to ensure continuity of care.

•Ensures the child’s educational needs are met. Makes referrals for special education services, attends meetings, maintains contact with school counselors and/or teachers, and monitors the child’s educational progress.

•Provides a minimum of two educational support activities per month for each child served.

•Ensures teen-aged children participate in Independent Living Program (ILP) activities. Conducts Independent Living Skills assessments for teenaged children, develops ILP plans, and monitors/documents progress on ILP goals.

•Provides regular technical assistance and support to the Therapeutic Foster Parents in the implementation of the Master Service Plan.

•Provides strategies for goal setting, and behavior management interventions.

•Offers emotional support and relationship building, shares information and training to enhance professional development and observation/assessment of family interactions and stress.

•Assists in foster parent training.

•Arranges respite breaks for foster parents.

•Assists foster parent with transportation as needed.

•Provides support to the birth families of children served.

•Enhances child’s relationships with birth family members when appropriate through a coordinated effort with the referring agency and by the child’s Master Service Plan.

•Acts as a liaison to the community and advocate for the provision of services for children on caseload.

•Determines through a thorough assessment of the child’s needs relevant community resources to meet the objectives of the service plan.

•Attends court hearings, panel reviews, school meetings, and clinical reviews as needed or directed.

•Connects foster parents to resources and monitors provision of services referred for the child’s benebywith objectives on the child’s service plan. Provides crisis intervention services and emergency on-call support.

•Intervenes directly to help resolve crises, provides support to the foster parents and child, and coordinates emergency response as needed.

•Responds to crisis calls by phone immediately and in person as needed.

•Reports all crisis calls to supervisory staff and follows directives for intervention and crisis management.

•Consults with supervisor and treatment team in determining the need for a more restrictive environment, such as a hospital, when a child may be a danger to self or others.

•Is on-call 24/7 with other professional staff to cover any crisis including during non-traditional work hours such as: after business hours, weekends, and holidays.

•Responsible for documentation, filing, and maintenance of child records by TCYFS policy, licensing, and funding source requirements.

•Documents contacts with the child and ancillary sources within 72 hours. Including electronic documentation and paper file documentation.

•Ensures medical, dental, and therapy progress notes are up to date by filing all documents by the 10th of each month for the prior month.

•Writes monthly progress reports and submits them to referring agency by the 10th of each month for the prior.

Writes incident reports as required for licensing, funding source, and TCYFS for serious incidents and significant events. Documents all incidents electronically and/or in writing as required and within 24 hours of the incident.

•Responsible for accurate and timely input of required data for Performance-Based Contracting into the GA Score system for all assigned cases

Lookout Mountain Community Services June 2017- September 2017

Child Support Worker/Resource Developer-TREK Forsyth, GA

•Supervises foster homes with up to 15 foster children, provides oversight for those children and the foster homes, and coordination all services needed for children served.

•Provide 24/5 services and on-call on weekends and holidays as needed.

•Assist with creating services plans and completing all notes and other paperwork in the allotted time frame.

•Assist with recruiting and training new foster parents as needed and placing foster children in the home as well as placing several children.

The Methodist Children Home January 2017- February 2019

Child Care Counselor Macon, GA

•Maintains accurate and orderly procedures for dispensing medications.

•Assists in the ongoing medical care of the residents.

•Provides transportation to residents as needed.

•Assures ongoing relationships and an environment that promotes the resident’s feeling of self-worth.

•Structure: Maintain the integrity of the program structure and ensure the therapeutic environment of the program as indicated by:

Helps resident meet outside expectations (appointments, school, etc.)

Fills in the gaps of the basic schedule with positive learning opportunities and experiences for the resident.

Is flexible enough to deal with the unexpected with minimal disruption of the schedule.

•Schedules recreational activities for residents.

•Keeps the team informed of scheduled activities of primary residents through the use of changeover logs and team meetings.

•Maintains open communication with supervising Program Manager.

•Documentation: Effectively communicate written information to the right people in such a way as to establish an accurate record of each child’s placement (Daily logs, etc.) and maintain accurate records.

•Maintains high household management standards.

•Maintains adequate cottage inventories

•Has a systematic approach to laundry needs.

•Prepares cottage meals according to USDA Standards.

•Helps promote an appealing, clean, healthy, and safe environment that is conducive to positive change.

•Establishes and maintains an environment that promotes the safety of the residents as evidenced by:

Being aware of resident’s whereabouts and attitudes

Being aware of hazards and efforts to eliminate them

Reporting illnesses and injuries to medical staff and

Completes maintenance requests promptly

Operates and maintains agency vehicles in a safe manner per policy.

•Communicates relevant information regarding youth with the next shift using appropriate Methodist

Home tools such as logs, and shift change notes.

•Teaching: Implement the holistic teaching approach to child development.

•Crisis Management: Handle crises in such a way that the positive, therapeutic impact of the program.

•Relationship Building: Develop and maintain effective therapeutic relationships.

Understands how to own emotions can affect resident care and where that impact is nonproductive.

Treats residents and families with respect.

Initiates 1 on 1 contact with residents.

Gives residents positive feedback.

Role models good interpersonal and problem-solving skills with co-workers.

Respects residents’ rights in compliance with licensing policy.

Is honest, constructive, and sincere with residents.

•Professionalism: Promote a professional, positive work environment as indicated by:

Reports to shifts, meetings, and training on time.

Actively constructively participates in campus activities.

Follows agency procedures in the use of leave time.

Is flexible and willing to fill in as needed.

Positively represents themselves and the agency.

Uses good telephone skills.

Conducts self-improvement (education, professional development)

Uses direct communication.

Demonstrates good problem-solving/conflict resolution skills

Works toward team and agency goals

•Leadership: Role model and mentor for staff as indicated by:

Takes initiative to implement good practice and meet licensing and accreditation standards.

Assumes a leadership role in handling a crisis.

Assess needs in crises

•Interacts professionally and cooperatively with other parts of the agency (i.e. Human Resources, Finance, etc.)

•Other duties as assigned

•Maintains a safe and healthy work environment.

•Completes assignments in a timely and accurate manner

•Upholds the mission and values of The Methodist Home.

•Complete training necessary to perform position consistent with program and agency staff development plans.

•Demonstrate and understand the sanctuary commitments.

•Demonstrate a commitment to democracy by actively participating in team decisions.

•Practice social responsibility evidenced by dependability and reliability.

•Communicate openly to establish and maintain effective working relationships with people at all levels.

•Utilize appropriate Sanctuary tools when interacting with colleagues and residents.

•Adhere to the seven commitments of Sanctuary when carrying out work responsibilities.

Cancer Companions

Cancer Companions Representative December 2016 -Present Macon, GA

•Cancer Companion is a ministry dedicated to helping church volunteers to receive the training and materials they need to draw cancer families closer to Christ during their struggles

•Done through Christian cancer support groups or one-to-one ministry

Outreach and Service Coordinator February 2016-June 2017

ATAP (All Things Are Possible) Macon, GA

•Provide Homework Assistance, Character and Leadership Building, Cultural Enrichment, Recreational Activities, Field Trips, and Mentoring Programs

•Provide an array of family support services that help community members locate employment, develop resumes, food distribution, computer training, utility and rental assistance referrals, special interest groups, financial and homeownership workshops, and neighborhood watch meetings

Onsite Provider

ComPsych (Kohl’s) July 2013—Present Macon, GA

•Provide resources for emergency food, housing, and utilities as well as referrals for emotional issues, substance abuse, child and elder care, legal, financial or other issues

•Work in tandem with ComPsych Employee Assistance Program

•Fill out applications and forms for housing and utility assistance and other community-based resources

•Build rapport with store HR, management, and associates to foster participation in the program

Scheduler June 2014—December 2015

Houston Healthcare Warner Robins, GA

•Collects demographic information for new and established patients and loads it into an automated registration/scheduling system

•Gathers medical information utilizing intake format for electronic medical record

•Provides estimates to Self-pay patients regarding the cost of services

•Completes registration using the automated scheduling system

•Utilize an automated scheduling system for many types of appointments

•Completes intake form using the electronic medical record system

•Advise patient of possible financial obligations and insurance requirements

•Provide general information about the hospital and its services

•Retrieves calls from patients and/or physicians’ offices regarding cancellations, primary care physicians, and new patients

•Completes confirmation calls will patients before scheduled appointments

•Enters incoming managed care referral information

•Contacts insurance companies and obtains preauthorization (pre-certification) approval on necessary procedures and enters codes into an electronic system

Health Educator May 2011—September 2013

Medical Center of Central Georgia Macon, GA

•Screen patients for substance use, provide brief intervention for at-risk users and make referrals to treatment at the patient’s request.

•Serve as liaison between patients and physicians about substance use.

•Maintain patient records through documentation and spreadsheets.

•Build public awareness of the program and coordinate services within community agencies.

Clinical Technician/ Medical Receptionist October 1995- May 2011

Medical Center of Central Georgia Macon, GA

•Respond to patient calls and requests for assistance

•Monitor and record vital signs

•Provide support for patients and their families

•Answering multiple telephones, screen callers, relay messages, and greeting visitors

•File paperwork according to hospital protocol

Reference Upon Request

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