Social Worker Case Manager

NICOLE D. WILLIS

*** ***** *****; Jacksonville, NC 28540

Mobile: 910-***-****

Email: **********@*****.***

SUMMARY OF PROFESSIONAL QUALIFICATIONS

Experienced and results-driven Social Work professional with over 10 years of progressive experience in behavioral health, case management, counseling, and program supervision. Proven leadership in managing multidisciplinary teams, ensuring high-quality delivery of social services, and navigating complex client needs. Holds a Bachelor of Science in Psychology/Criminal Justice with a concentration in Alcohol and Drug Studies. Adept at program implementation, policy compliance, crisis response, and developing comprehensive client care plans. Strong background in supervising social workers, managing operations, and ensuring adherence to local, state, and federal regulations. Passionate about improving community well-being through strategic leadership, collaborative engagement, and evidence-based interventions. Experienced in motivation interviewing skills, with specialized training and having applied them thoroughly and successfully in medical practice to involve clients and enhance their results in the course of chronic disease self-management

EDUCATION

Chowan University; Murfreesboro, NC 27855

B.S., Psychology/Criminal Justice with concentration in Alcohol/Drug Studies; May 2011

Roanoke-Chowan Community College; Ahoskie, NC 27910

Information Systems Technology; May 2002

Hertford County High School; Ahoskie, NC 27910

Graduated June 1990

SUPERVISORY & ADMINISTRATIVE EXPERIENCE

Lead Substance Abuse Counselor & Consultant, Owner

Holland Assessments and Counseling New Bern, NC September 2019 – Present

Direct a clinical team of 15 personnel in delivery of substance abuse treatment and case management services

Manage daily program operations, including staffing, compliance audits, and client service delivery

Supervise treatment planning, staff performance, and adherence to quality and licensing standards

Oversee program evaluation and documentation to meet Joint Commission and state regulatory guidelines

Develop and implement agency policies for clinical operations, personnel management, and program procedures

Administer annual budget allocations, ensuring fiscal responsibility and appropriate resource distribution

Coordinate with community stakeholders, healthcare providers, and government agencies to enhance service delivery

Direct staff recruitment, training initiatives, and professional development opportunities

Ensure full regulatory compliance with state licensing requirements, accreditation standards, and HIPAA regulations

Apply motivational interviewing skills to enable the clients to determine and pursue recovery objectives leading to better compliance and positive outcomes

Social Worker IV - Supervisory Role

Onslow & Craven County Departments of Social Services NC 2021 – 2024

Conducted investigations and case planning in Child Protective Services and In-Home Services

Led multidisciplinary coordination with legal, clinical, and educational professionals

Supervised and mentored new staff on case protocol, documentation, and crisis response procedures

Managed a full caseload with high-risk children and families, ensuring safety and permanency outcomes

Directed team assignments, caseload distribution, and service priorities to maximize departmental effectiveness

Evaluated staff performance, providing constructive feedback and development opportunities

Coordinated departmental operations to ensure compliance with county, state, and federal regulations

Implemented quality assurance protocols to monitor service delivery and program outcomes

Facilitated team meetings to review cases, address systemic challenges, and improve service delivery

Managed departmental resources while maintaining adherence to budgetary constraints

Substance Abuse Program Coordinator

The Arora Group Camp Lejeune, NC 2018 – 2021

Supervised and evaluated counseling services for military personnel

Designed and implemented individualized and group counseling programs

Directed care transitions and managed a caseload of over 60 clients per month

Collaborated across departments to ensure continuity and quality of care delivery

Administered program operations according to military regulations and clinical standards

Supervised clinical staff, providing guidance, performance evaluations, and professional development

Coordinated with military command and healthcare providers to optimize treatment outcomes

Implemented evidence-based practices and quality assurance measures

Managed program documentation and reporting requirements for military and clinical oversight

Developed and maintained program policies and procedures to ensure operational excellence

Federal Substance Abuse Prevention Coordinator

Accenture Federal Services, Inc. Raleigh, NC February 2014 – December 2015

Served as the regional Substance Abuse Prevention Coordinator and subject matter expert for program operations relating to doctrine, policy, and mandated training directly related to Soldiers' substance abuse matters at the Army National Guard (ARNG)

Key point of contact and coordinator for the implementation of the Substance Abuse Services Initiative (SASI); acted as liaison between the Single State Authority (SSA), the SASI Program Officer, and the State G1 Army National Guard

Supervised implementation of substance abuse prevention services across multiple locations

Reviewed SSA community provider invoices to ensure eligibility of the Soldier to receive services

Managed budget allocations and expenditure oversight for program services

Directed data collection, analysis, and reporting for program evaluation

Coordinated with state authorities and military leadership to align program objectives

CASE MANAGEMENT/COUNSELING SERVICE

Traveling Social Worker

Vanguard Professional Staffing Wilson, NC December 2024 – Present

Promptly respond to reports of abuse requiring immediate investigation; travel to and locate individuals and families in the field, often under time constraints and stressful conditions

Provide professional social work services for adults and families where adult abuse, exploitation, and/or neglect have occurred to include investigating allegations of abuse or neglect, providing assessments to determine whether the adult, adult caretaker, or facility is fit to provide care, as well planning and mobilizing

Develop and implement care plans for the adults, completed risk incidents reported through appropriate risk management, clinical, and safety protocols. Extraordinary ability to develop trusting relationships with clients

Determine and recommend appropriate services required for court petitions

Manage direct services for clients monthly, including intakes and crisis intervention

Experienced and empathetic in supporting families under stress, those with mental health problems, and/or children in need or care and protection; possess deep sense of observance, patience, and determination

Resilient with a demonstrated ability to handle high levels of stress and emotionally volatile or difficult situations successfully

Arrange and participate in multidisciplinary team meetings, such as adult protection, mental health, etc.

Supervisor: Ms. Maria Nunez; Phone: 252-***-****; Hours of Work: 40+ hrs/wk

Traveling Medical Social Worker

Amergis Healthcare Staffing Raleigh, NC August 2024 – Present

Promptly respond to reports of abuse requiring immediate investigation; travel to and locate individuals and families in the field, often under time constraints and stressful conditions

Provide professional social work services for adults and families where adult abuse, exploitation, and/or neglect have occurred to include investigating allegations of abuse or neglect, providing assessments to determine whether the adult, adult caretaker, or facility is fit to provide care, as well planning and mobilizing

Develop and implement care plans for the adults, completed risk incidents reported through appropriate risk management, clinical, and safety protocols. Extraordinary ability to develop trusting relationships with clients

Determine and recommend appropriate services required for court petitions

Manage direct services for clients monthly, including intakes and crisis intervention

Experienced and empathetic in supporting families under stress, those with mental health problems, and/or children in need or care and protection; possess deep sense of observance, patience, and determination

Resilient with a demonstrated ability to handle high levels of stress and emotionally volatile or difficult situations successfully

Arrange and participate in multidisciplinary team meetings, such as adult protection, mental health, etc.

Utilized motivational interviewing in order to measure desire to engage in behavior change, connecting clients with personalized healthcare-related resources and support systems

Supervisor: Ms. Nicki Perry Phone: 919-***-****; Hours of Work: 40 hrs/wk

Social Worker IV

Onslow County Dept. of Social Services Jacksonville, NC March 2024-July 2024

Promptly responded to reports of abuse requiring immediate investigation; traveled to and located individuals and families in the field, often under time constraints and stressful conditions

Provided professional social work services for children and families where child abuse, neglect, and/or dependency have occurred to include investigating allegations of abuse or neglect, providing assessments to determine whether parent or guardian is fit to provide care, as well as in-home services, or conducting foster care/permanency planning

Determined and recommended appropriate services required for the child and family, including mental health, drug and alcohol prevention services, respite care, and/or supervised/unsupervised visitations/interactions

Resilient with a demonstrated ability to handle high levels of stress and emotionally volatile or difficult situations successfully

Supervisor: Ms. DeAndria Blunt; Phone: 919-***-****; Hours of Work: 40 hrs/wk

Social Worker IV

Craven County Dept. of Social Services New Bern, NC Sep 2021 – March 2024

Promptly responded to reports of abuse requiring immediate investigation; traveled to and located individuals and families in the field, often under time constraints and stressful conditions

Provided professional social work services for children and families where child abuse, neglect, and/or dependency have occurred to include investigating allegations of abuse or neglect, providing assessments to determine whether parent or guardian is fit to provide care, as well as in-home services, or conducting foster care/permanency planning

Determined and recommended appropriate services required for the child and family, including mental health, drug and alcohol prevention services, respite care, and/or supervised/unsupervised visitations/interactions

Resilient with a demonstrated ability to handle high levels of stress and emotionally volatile or difficult situations successfully

Supervisor: Mrs. Valerie McCray Phone: 252-***-****; Hours of Work: 40 hrs/wk

Community Health Worker

HOPE 4 Onslow-Jones Jacksonville, NC August 2020 – July 2021

Provided support to the health department in the fight against COVID-19 by prioritizing and promptly contacting individuals, via telephone or video conference, who have been exposed to this disease and providing counseling, health education, and guidance to interrupt ongoing disease transmission following written guidance

Utilizing standard protocols, screened individuals to obtain any symptom history and other relevant health information, provide instructions

Verified the individual's identity during initial communications and prior to disclosing confidential information; carried out efforts to locate and communicate with clients in a manner that preserves the confidentiality and privacy of all involved

Employed extraordinary communication and interpersonal skills, as well as cultural competency/sensitivity, tactful language, and empathetic interview skills to build rapport and maintain trust with patients of diverse backgrounds

Meticulous in handling multiple investigations simultaneously and performing accurate case management documentation and data collection

Collaborated with key service providers/public health professionals, e.g., case investigators, surveillance coordinators, surveillance triage staff, care resource coordinators, epidemiologists) to transfer client information and ensure expedited initiation of appropriate medical or social support services.

Exploited healthcare knowledge and motivational interviewing to teach COVID-19 patients how to handle their disease and eliminate any obstacles to care.

Supervisor: Dr. Amy Ciceron; Phone: 704-***-****; Hours of Work: 20 hrs/wk

Adoption Counselor

A Child's Hope Adoption Agency Raleigh, NC June 2019 – September 2021

Educated adoptive parent(s) on the adoption process, facilitated home visits, intake paperwork, and assessments

Educated biological parent(s) on the adoption process, facilitated intake paperwork, support plans, and relinquishment of child(ren)

Provided the Adoption Center staff with the Certification Board approval code prior to scheduling the event

Submitted the attendance roster and briefed the Center staff on the outcome of the training session, especially any outstanding concerns of participants or trainers

Supervisor: Ms. Kelly Dunbar; Phone: 919-***-****; Hours of Work: 1-10 hrs/wk as needed

Certified Substance Abuse Counselor II and ADETS Instructor

Chemical Dependency Addiction Treatment Center Jacksonville, NC Oct 2019 – Present

Coordinated or developed person-centered plans and monitored an array of services and support identified in the person-centered plan

Provided a regular or long-term outpatient substance abuse treatment regimen and ensured interventions were strength-based and focused on the promotion of recovery, symptom reduction, increased coping skills, and the achievement of the highest level of social functioning

Documented all services provided on the progress notes, as well as completed and submitted required monthly reports

Results-oriented ADETS Training Instructor with experience in professional development; motivated in identifying and delivering high quality training programs that effectively meet wide-ranging requirements for DWI-related matters in accordance with State of NC's DWI treatment requirements

Supervisor: Ms. Cynthia Bemis; Phone: 910-***-****; Hours of Work: 1-10 hrs/wk for supervision

NC Disaster Relief Case Manager

Eastern Carolina Human Services Agency Jacksonville, NC March 2019 – July 2019

Conducted needs assessments to identify immediate issues and un-met needs for individuals who suffered losses associated with Hurricane Florence; managed a caseload of 30 clients monthly and made home visits as needed

Developed, implemented, and monitored recovery plans; directed reporting of recovery efforts monthly to FEMA

Provided individuals with ongoing assistance in gaining a wide variety of needed services to include home repairs, financial assistance, etc.; reviewed and coordinated related paperwork for agency and program compliance with state, Federal and local regulations

Compiled, organized, and analyzed information obtained from records, interviews, and professional sources to assess individuals' needs for housing repairs to damaged homes

Advocated for clients to obtain funding from private and government organizations; attended various Town Hall Meetings/meetings with local town officials to further advocate for Hurricane Florence victims and held group forums with clients to provide information on available disaster relief programs

Supervisor: Ms. Asbrelle Alston; Phone: 910-***-****; Hours of Work: 20 hrs/wk

OPERATIONS MANAGEMENT AND TRAINING

Substance Abuse Rehabilitation Program Counselor/Prime for Life Program Coordinator

The Arora Group Gaithersburg, MD August 2018 – September 2021

Assessed clients during intake process while simultaneously orienting clients to the Substance Abuse Program and their rights at the Substance Abuse Rehabilitation Center aboard Marine Corps Base, Camp Lejeune, NC

Developed comprehensive individualized or psycho-social treatment plans and discharge plans, monitored progress in achieving goals, as well as effectively managed a caseload of 60 clients monthly

Coordinated, prepared, and maintained required charting and documentation proficiently utilizing the Methasoft automated database system; as case manager, directly communicated with network providers as program participants move between levels of care and into post-discharge recovery services, which ensures successful transitions

Directly assisted clients with coping with family problems and recommended appropriate social services as support for the entire family unit

Conducted motivational interviewing, mixed with Rogerian-style therapy, as a preferred method of building rapport with clients while providing positive direction; also utilized other methods, such as cognitive-behavioral treatment and dialectal behavior treatment

Designed a program of treatment and rehabilitation and developed treatment plans tailored to the patient's individual situation based on knowledge of alcohol dependency, counseling, and treatment methods

Facilitated a combination of individual and group counseling sessions weekly; counseled, educated, and advised clients with opioid dependency/addiction, as well as other substances of abuse; observed clients' attitudes and readiness to accept assistance and guidance; maintained meticulous case histories and progress reports; modified treatment programs based on observation

Encouraged clients to become engaged and to actively participate in their treatment and recovery efforts

Educated clients about the available community-based organizations, such as Alcoholics Anonymous, Narcotics Anonymous, social services, Prime for Life, DWI Services, employment services, etc., to help restore productive roles in the community

Coordinated and scheduled referrals for community support, outside treatment facilities, and appointment status

Supervisor: Mr. Les Moore; Phone: 757-***-****; Hours of Work: 40 hrs/wk

Lead Instructor

Cape Fear Community College Wilmington, NC October 2017 - Present

Implemented and effectively delivered learning programs in conjunction with identifying training and development needs relating to the Substance Abuse Awareness Program in the Continuing Education Department; led and observed trainer development sessions for students enrolled in the program in pursuit of becoming a Certified Substance Abuse professional

Closely monitored performance to mentor, train, assign and select new trainers or experienced trainers

Planned, developed, and produced training curriculum materials; consulted with operations teams and peers regarding best practices to integrate into learning and development training; educational process and best practices were evaluated by higher echelon and acknowledged to be highly effective in improving student outcomes

Actively assisted in the development of new training courses, learning objectives, test questions, future training plans; ensured training programs were tailored to accommodate, as well as met site-specific business needs

Transmitted info and ideas through an interactive teaching style to enhance the course curriculum and encouraged students to practice their interpersonal skills; conducted effective counseling sessions with students/cadets with positive outcome

Developed/maintained records and databases on student and program activities, materials, equipment, and supplies, as well as developed and completed a needs analysis and designed training programs to respond to expressed needs

Supervisor: Ms. Rosemary Guendner; Phone: 910-***-****; Hours of Work: 6 hrs/wk

Certified Substance Abuse Counselor II and ADETS Instructor

Sucoree Enterprises Jacksonville, NC May 2016 – January 2018

Assessed and followed treatment plans for clients admitted into the Substance Abuse Program with addiction issues

Worked closely with the client to help customize treatment plans; identified issues and created goals and treatment plans

Met regularly with clients to assist them with the recovery process; also worked closely with individuals facing a crisis

Referred clients to various support groups; arranged medical interventions and other long-term addiction management support for families and those suffering from substance use/misuse

Conducted random urine drug screening tests and individual outpatient substance abuse treatment

Identified training needs and recommended appropriate solutions through data analyses, observing trainers/trainees while simultaneously providing strong onsite leadership and program management

Planned, developed, and facilitated Prime for Life and DWI Outpatient Services classes on various subjects to meet the required annual quotas

Utilizing extraordinary communications skills, prepared briefings, and other mandated reports in support of executive-level decision-making processes and strategic planning

Supervisor: Ms. Suzette Cotter; Phone: 910-***-****; Hours of Work: 10 hrs/wk

Substance Abuse Rehabilitation Program Counselor/DWI Program Coordinator

Spectrum Healthcare Arlington, VA December 2015 – July 2018

Vast knowledge of traditional and alternative substance abuse treatments, as well as possess a sound understanding of drug and alcohol disorders

Scheduled and monitored required blood and urine tests for program participants

Facilitated and coordinated Substance Abuse Intensive Outpatient Group Therapy sessions for compromised servicemembers to focus on terminating substance abuse use and adherence to a recovery plan, relapse prevention, mental health assessments, as well as identifying social, family, professional or educational dynamics, and life-skill building

Worked hand-in-hand with servicemember, family members, and recovery team to develop viable recovery plan, which encompasses the service member's goals and appropriate resources to achieve the set goals; assisted servicemember/family member in navigating through the continuum of care to include initial assessment, comprehensive assessment, and links to family support programs

Utilizing strong interpersonal skills, professionally interviewed clients and successfully obtained the root cause of the addiction

Used the recovery plan to diligently guide the service member to a positive rehabilitative status/recovery and reintegration into the civilian community; proficiently use web-based tools to access substance abuse care management, needs assessment, and recovery plan tools

Supervisor: Director; Phone: 800-***-****; Hours of Work: 40 hrs/wk

PROFESSIONAL SKILLS & COMPETENCIES

Administrative Leadership

Budget development and management for programs exceeding $1.9 million

Strategic planning and policy implementation

Program evaluation and quality assurance

Resource allocation and fiscal oversight

Public agency administration

Regulatory Knowledge

North Carolina Social Services laws and regulations

Federal and state child welfare guidelines

Adult protective services statutes

HIPAA and confidentiality requirements

Medicaid, TANF, and public assistance programs

Personnel Management

Staff recruitment, retention, and development

Performance evaluation and improvement planning

Professional development and training coordination

Team leadership and motivation

Conflict resolution and mediation

Crisis Response

Emergency management planning and coordination

Disaster response and recovery operations

Risk assessment and safety planning

Critical incident management

Community resource mobilization

Motivational Interviewing & Client Engagement

VOLUNTEER EXPERIENCE

Driver's License Restoration Project April 2024 - Present

LINC-Local Reentry Council Advisory Board June 2023 - Present

Pamlico County System of Care Community Collaborative Apr 2018 - Present

Coastal Coalition for Substance Abuse Prevention May 2018 - Present

Give An Hour Mar 2015 - Present

Chowan University Sep 2009 – May 2011

REFERENCES

Available upon request

Contact this candidate