Crisis-Response Customer Service Professional

Shauna Helps

Professional Summary

Dedicated mental health professional with experience in crisis intervention, residential counseling, and rehabilitation services. Strong background in motivational interviewing, treatment planning, and providing support to diverse populations. Proven ability to remain composed under pressure, collaborate with interdisciplinary teams, and maintain accurate clinical documentation. Seeking to contribute expertise to a healthcare or mental health organization focused on high-quality client care. Atlanta, GA

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

EDUCATION

University of Maryland Eastern Shore, Princess Anne, MD Master of Science in Rehabilitation & Counseling

GPA: 3.5 / 4.0

Florida State University, Tallahassee, FL

Bachelor of Science in Exercise Physiology — Cum Laude Overall GPA: 3.487 / 4.0 Major GPA: 3.6 / 4.0 - Dean’s List: Fall 2015 – Spring 2017 - Member, Minority Association of Premedical Students - NCAA Division I Student-Athlete WORK EXPERIENCE

Georgia Crisis & Access Line — Crisis Counselor II Jan 2025 – Present - Provide emotional support and crisis intervention via hotline calls. - Conduct risk assessments, de-escalate crises, and create safety plans. - Apply motivational interviewing and advanced active listening skills. - Gather essential information efficiently to facilitate service referrals. - Maintain professional demeanor under high-stress situations. - Balance conversation pacing, time management, and caller needs.

Skyland Trail Residential Mental Health Treatment — Lead Adolescent Residential Counselor

Jan 2025 – Present - Supervise and support adolescents in a residential mental health setting. - Facilitate therapeutic groups, life-skills training, and structured programming. - Implement behavior management and crisis intervention protocols. - Collaborate with therapists, case managers, and psychiatric staff for treatment planning. - Document daily progress, incidents, and individualized care notes. 1

University of Maryland Eastern Shore — Department of Rehabilitation Graduate Assistant

May 2023 – May 2024 - Mentored undergraduate students on academic and professional development. - Provided academic advising and facilitated student support activities. - Utilized strong planning, scheduling, and organizational skills for departmental operations. Chesapeake Health Care — Intern, Mental Health & Vocational Rehabilitation Counseling Feb 2023 – Jan 2024 - Supported clients with physical, mental, developmental, and emotional disabilities to improve independence. - Assisted in developing treatment plans tailored to client strengths and limitations.

- Conducted individual sessions, group coverage, family communication, and treatment team meetings. - Completed documentation and other clinical duties as assigned. University of Maryland Eastern Shore — Track & Field Assistant Coach Aug 2021 – Jan 2023 - Developed training programs and performance strategies for student-athletes. - Taught techniques to maximize athletic performance. - Promoted sportsmanship, integrity, and school pride.

SPRY Training Facility — Intern, Clinical Exercise Physiologist Sep 2020 – Oct 2020 - Assisted physical, occupational, and exercise therapists during evaluations and treatments. - Provided age-appropriate therapeutic support under supervision. - Maintained equipment and ensured a clean, safe clinical environment.

AWARDS & ACCOMPLISHMENTS

NCAA Division I All-American (2016, 2017, 2019)

ACES Conference Attendee, 2023

Member, Chi Sigma Iota Counseling Honor Society

CPR Certified

1+ years experience in individual mental health counseling 1+ years experience in mental health case management Knowledgeable and compliant with HIPAA standards

SKILLS

Crisis Intervention

Motivational Interviewing

Case Management

Treatment Planning

Written & Verbal Communication

Leadership & Team Coordination

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Problem-Solving & Critical Thinking

Documentation & Record-Keeping

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