Customer Service Case Manager

Michael Wooshue

Jamaica, NY T: 347-***-**** E: ****.*******@*****.***

SUMMARY OF QUALIFICATIONS

Experienced Client Service Professional with diverse background in human services, financial services, hospitality, and transportation settings. Punctual and self-directed with good time management and interpersonal skills. Respectful with co-workers, supervisors, and clients. Demonstrated success planning and facilitating organizational services. Outstanding communication skills. Seeking an opportunity to contribute to the success of a human services organization.

SKILLS - MS Word, Excel, Outlook, and Internet savvy, type 50 wpm

EXPERIENCE

Case Manager Women in Need (WIN) Queens, NY

2023 – Present

●Commit to using evidence-based practices (EBP); Motivational Interviewing (MI), Trauma-Informed Care (TIC), critical time intervention, and boundary setting, to help clients achieve their goals.

●Conduct an initial assessment of the family within 48 hours of arrival to the residence and complete the Family Case Assessment Form, Initial Service Plan, and all initial intake documentation.

●Initiate referrals for necessary emergency services.

●Initiate/complete intake information (CARES data entry and supporting documentation) in the Uniform Client Chart.

●Ensure CARES data and supporting documents are printed and filed in designated sections in the client’s chart.

●Conduct orientation with clients and review the facility rules, clients’ rights and responsibilities, grievance/complaint process, emergency disaster procedures, etc.

●Assist clients with transition to assigned residential unit and housekeeping items.

●Provide comprehensive case management, including crisis intervention, counseling services and other appropriate support services.

●Commit to using Evidence Based Practices (EBP); strength-based case management, motivational interviewing, trauma-informed care, critical time intervention, family-centered case management, boundary setting, and cultural-reflexivity to help clients achieve their goals.

●Develop an Independent Living Plan (ILP) for each client, which will define the client’s goals (in conjunction with the transitional housing income building specialists, housing specialists, childcare staff and recreational staff), and track progress against goals, make modifications, and ensure compliance with the ILP.

●Provide hands-on training, coaching and support to clients, and help create opportunities for practicing skills that will enable clients to achieve their ILP goals.

●Ensure that clients understand and work towards meeting their responsibilities as outlined in the Client Acknowledgment Responsibility Form (CARF).

●Maintain client data in the Uniform Client Chart.

●Ensure the CARES data entry and supporting documentation is complete, accurate and current at all times.

●Assist families in obtaining income and public benefits (i.e., Public Assistance; SSI, etc.).

●Establish and refer clients to appropriate medical and mental health services, education/job training programs, legal and advocacy services and other community resources as needed.

●Must track referrals and follow-up each client’s progress.

●Assess job readiness of clients, utilizing Standardized Assessment tools.

●Perform timely and accurate input of all required client information in the Uniform Client Chart, ensure compliance with OTDA regulatory requirements and DHS contractual requirements. Collaborate with the Housing Coordinators to ensure that clients are compliant in seeking permanent housing.

●Attend shelter meetings, agency-wide meetings, and staff training (on site and off site) as directed by the supervisor.

●Prepare all mandated reporting as required by supervisor, contract agency and funding agency.

●Conduct client unit inspections and review findings with the client and supervisor.

●Escort clients to appointments as needed including apartment viewings.

Case Manager The Institute for Community Living (ICL) Brooklyn, NY

2022 -2023

●Traveled to consumers' residences to provide supportive services on an established schedule; performed regular inspections of the consumer's residence to ensure their safety and wellbeing.

●Gathered medical and psychological information, evaluated social factors contributing to the individual's situation, and continually documented consumer treatment progress.

●Maintained up-to-date, accurate individual case records on each consumer; conducted quarterly service-plan reviews, assessments, medical records, and changes in treatment and/or medications.

●Developed measurable, objective, inclusive service plans to maximize consumer rehabilitation; counseled consumers 1:1 or in small groups to motivate them to attain goals.

●Used cognitive-behavioral techniques (e.g., role-playing, skills training, plans of action) to help consumers meet service plan goals; referred to local resources and clearly communicated information to consumers.

●Assisted consumers in finding and getting into vocational training or other training opportunities and worked with other team members (Substance Abuse Specialist, Nurse) to address consumers’ needs.

●Accompanied consumers on regularly scheduled or emergency visits to medical treatment facilities, social agencies, government offices, etc.; advocated for consumers with outside service providers and within ICL.

●Instructed consumers in daily living, socialization, and conflict resolution skills; performed crisis assessments and interventions; immediately reported any serious situations to supervisors and completed incident reports.

●Executed emergency plans and administered CPR or first aid to injured staff or consumers.

●Attended regularly scheduled clinical meetings, staff meetings, supervisions, and in-service trainings and development activities; complied with all agency infection control policies.

Clerk Richmond Hotel Brooklyn, NY

2021 - 2022

●Acted as an ambassador in a men-only shelter for the unhoused by greeting and assisting new clients in transition to permanent housing.

●Worked as part of a team to inspection units and prepare documents.

Customer Service Rep. Good Kind Group LLC New York, NY

2017

●Handled a high volume of both incoming and outgoing calls to shareholders for proxy solicitation in a call center setting; read from a strict script and closely adhered to all legal terminology.

Contractor Driver Medline Express Services Pompano Beach, FL

2011 - 2017

●Engaged in positive interactions with patients: answered inquiries and resolved issues; handled challenging interactions with customers with poise and diplomacy.

●Organized, classified, secured, and delivered medications to Walgreen’s patients in a timely fashion; followed and enforced both Walgreen’s and Medline’s policies and regulations.

Security Guard Interstate Security Corporation Coral Springs, FL

2008 - 2011

●Exemplified excellent customer service while assisting visitors and staff with their needs; presented a positive, professional image, spoke clearly and politely, and listened carefully to all speakers.

●Respectfully warned persons of rule infractions or violations to maintain public safety.

●Patrolled and surveilled building premises and followed all protocols to prevent and detect signs of intrusion; ensured security of doors, windows, and gates; answered alarms and investigated disturbances.

●Monitored and authorized entrance and departure of employees, visitors, and other persons to guard against theft and maintain security of premises.

●Wrote reports of daily activities and irregularities, such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences.

Financial Service Representative Bank of America Boca Raton, FL

2000 - 2004

●Accepted individual, retail, and small business deposits, loan payments, processed account withdrawals, and cashed checks; issued Bank Checks, Personal Money Orders and Gift Cards.

●Maintained an adequate cash drawer, requisitioning more as needed; complied with all department and company policies, procedures, and regulations.

●Promoted bank products and services; answered customer inquiries and referred customers to the proper service area for issues unable to be resolved at the teller line.

●Maintained the highest level of confidentiality with all information obtained and represented the Bank in a manner that maintained positive relations with current and potential customers and co-workers.

PAST EXPERIENCE

Assessment Specialist Broward Employment & Training Co. Fort Lauderdale, FL

1995 - 1998

●Worked with diverse underprivileged youth, ages 14-21

●Maintained all student program files in accordance with all established state regulations.

●Determined eligibility for program; collected documentation from parents and guardians.

●Assisted area supervisors with daily operations; communicated daily with parents and guardians, teachers, staff and program managers, etc.

EDUCATION

Long Island University, Brooklyn, NY

MS, Counseling BA, Journalism

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