Support Specialist Customer Service

ERICA PETERSON

773-***-**** • ********@*****.***

**** *. **********, ***. * • Chicago, IL 60660

SUMMARY

A customer-focused, resourceful professional who possesses 8+ years of experience in Customer Service and Human Service related positions supporting various community-based organizations. EDUCATION

Rezin Orr, Chicago, Illinois, High School Diploma achieved, 1990 EXPERIENCE

Peer Recovery Support Specialist, Trilogy, Chicago, Illinois January 2019 – April 2024 Helped engage clients in treatment, adhered to treatment plan goals, and connected them with recovery resources early in treatment; assessed client’s personal, medical, emotional, social, and environmental situation through home, community, and office visits; developed hope for recovery, model good communication skills, recovery- oriented living skills, problem solving skills, effective coping skills, and self-help strategies; assist clients in developing and increasing their natural support networks & improve community integration; completed daily progress notes based on services provided to clients in a timely manner, reflected in Trilogy’s documentation standards; completed all necessary documentation related to client care and requirements for CCBHC, SUPR, Medicaid, etc.; utilized motivational interviewing to engage and supported clients in their substance use while recognizing stages of change; assisted clients in learning and improving independent living skills; i.e. personal hygiene, housekeeping skills, nutrition, and shopping for food and personal items; accompanied and transported clients to important appointments in the community and provide support with issues related to housing, substance use, budgeting, social support, and medication; advocated on client’s behalf and empower clients to advocate on behalf of themselves when appropriate; communicated and collaborated effectively within the team model for a multi-disciplinary approach to client care; actively participate in team communication via multiple electronic platforms and regularly engaged in team meetings.

Case Manager, Thresholds, Chicago, Illinois October 2018 to December 2019 Provided direct services to clients through individual and group counseling/therapy, vocational support, crisis intervention, and psycho-social rehabilitation. Identified risk factors related to relapse and developed relapse prevention plans and strategies. Developed and reviewed members’ care plans by identifying goals, objectives, and specific mental health services needed. Taught members independent and community living skills, such as housekeeping, meal preparation, and coping skills. Provided support to members with collateral social service agencies and the community. Documented services provided in an Electronic Health Record system. Recovery Support Staff/Cook, St. Martins de Porres, Chicago, Illinois December 2017 to May 2018 Provided support to clients in terms of referrals, counseling emotional support in a transitional living facility; monitored daily activities and movement enforced facility and program rules; documented and reported concerns for safety and cleanliness; created weekly menus according to nutritional guidelines; inventoried storage and purchased supplies and food items; and meal preparation.

Recovery Specialist, A Safe Haven, Chicago, Illinois September 2016 to September 2017 Managed a transitional living facility which housed approximately 80 male and female residents; monitored residents and enforced facility and program rules; documented and reported concerns; facilitated weekly resident meeting to address safety issues and rules; provided orientation to all new residents; checked residents' apartments for safety and cleanliness and addressed issues appropriately; monitored visiting hours, medication usage and curfew; collected and deposited weekly fees; and acted as a role-model and mentor. References available upon request.