Customer Service Family Services

Beth Warner

**** ******** ****, ***********, ** *2303

Home 518-***-**** Cell: 518-***-****

********@*****.***

Summary

Over thirty-five years of experience with the New York State Office of Children and Family Services, serving the youth and families of New York State. Highlights

*Excellent interpersonal skills

*Strong communicator

*Culturally sensitive

*Fast learner

*Creative

*Skilled Multi-tasker

*Detail-oriented

Experience

New York State Office of Children and Family Services August 2018 to present Child Protective Specialist I

Albany, NY

Provide customer service on a 24-hour hotline responding to calls from both public citizens as well as mandated reporters with their concerns for suspected child abuse or maltreatment. Conduct thorough interviews to assess situations where a child’s safety may be at risk and if steps need to be implemented to protect them. Ensure that all policies of social services law are followed and accurately report the information to the local department of social services for investigation. Knowledge of child development, child maltreatment and prevention, family centered social work practice and the child welfare system. New York State Office of Children and Family Services August 1990 to August 2018 Youth Division Aide IV

Claverack, NY

Supervised and counseled a diverse population of juvenile delinquents in a secure facility by establishing and maintaining behavioral expectations to ensure a safe environment. Worked effectively and efficiently as a member of a team with providing care, assessment and treatment to the vulnerable people in my care. Extensive experience with the criminal justice system to include adjudications, sentencing guidelines and community supervision. Extensive experience with juveniles with mental health diagnosis as well as juveniles sentenced with sexual offenses. Made immediate and appropriate decisions to ensure the health and safety of the individuals in my care. Determined an immediate and appropriate response to maintain the safety and security of the individuals as well as the facility. Communicated pertinent information verbally and in writing to relevant staff within appropriate time frames. Identified any problems or conflicts and communicated them to the appropriate team members to ensure that resolution occurs. Managed and directed various program areas by setting expectations and direction. Monitor quality of work and productivity levels and direct supervisory oversight. Extensive experience with assisting the vulnerable youth with mental health counseling, daily living skills and preparation for returning to the community. Served as a liaison for the youth in my care with courts, families and communities for re-integration. Performed a variety of functions within the medical and administrative department to include compliance with program requirements and assisted the health care providers within the facility as well as at medical appointments. Scheduled over 100 employees to cover a 24 hour work schedule to include appropriate coverage for trips. Works effectively with all areas of a secure facility to include educational, medical, and vocational areas. Experience in limited secure facilities, non-community based group homes as well as community based group homes and after care programs. Assisted in the implementation on state and facility policies and procedures and entered various data into both daily and monthly logs. Assisted in gathering any needed reports and checked them for accuracy and completeness. Was the primary person answering all incoming telephone calls to the facility and fielding them to the appropriate department and routinely addressed any questions or complaints. Completed any necessary outbound calls for various departments. Assisted and guided members of the treatment teams with any organizational or operational changes. Trained employees of the facility in various behavior management systems and other facility mandated trainings. Reviewed staff performance on a continual basis and implemented any additional training for noticeably weak areas to assist with them being a productive member of the team. I have basic investigative experience with data collection, writing and summarizing narratives if needed to testify at any administrative hearings or criminal proceedings. Walmart January 2006 to October 2008

Customer Service Manager

Gloversville, NY

Supervised all front end employees to ensure productivity and exceptional customer service. Assisted customers with any complaints and ensure that appropriate and immediate response is given.

Fulton Friendship House March 2003 to March 2006

Apartment Program Counselor

Johnstown, NY

Assisted adults diagnosed with mental illness with any necessary skills needed to be productive in the community. Advocated on behalf of the individuals with disabilities and provided the oversight for the quality of the care that they received. Immediately and appropriately determined any necessary emergency assistance to the individuals if they were ever in a crisis situation. Ensured that appropriate protection has been implemented for their safety. Scheduled appointments, attended meetings and completed any necessary paperwork.

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