Customer Service Case Management

Lizabeth Norman

******************@*****.*** 478-***-**** Macon, GA

SUMMARY

Experienced professional with 15 years in social services and advocacy, seeking Remote role. Proven ability in client engagement, needs assessment, and crisis intervention, with effective communication skills and fluency in Spanish. Demonstrated ability to manage documentation and provide high-quality educational and recreational opportunities.

WORK EXPERIENCE

Frank Johnson Recreational Center Macon, GA

Summer Camp Advocate Leader Jun 2023 - Jul 2023

•Supervised campers and crafted daily lesson plans to ensure engaging and educational activities.

•Planned and conducted outdoor activities, sports, and skills training in areas such as survival and ecology.

•Delivered high-quality educational and recreational experiences, enhancing camp participants' overall enjoyment and learning.

Administration for Children Services Bronx, NY

Child Protective Specialist Jul 2009 - Nov 2014

•Handled many incoming phones calls every day, helping clients with questions, services, and case updates in a calm and respectful way.

•Conducted thorough investigations into child violation cases, gathering critical evidence and collaborating with law enforcement to support legal proceedings.

•Performed comprehensive client needs assessments and engaged with families to reduce the risk of harm to children, ensuring the safety and well-being of minors.

•Facilitated the incorporation of additional family services through effective written and verbal communication, enhancing support systems for affected families.

Neighborhood S.H.O.P.P Inc. Bronx, NY

Case Worker/Elder Abuse Feb 2007 - Jul 2009

•Managed a high volume of inbound and outbound cause daily to coordinate client services, conduct assessment, and provide case updates.

•Provided comprehensive case assistance to victims of elder abuse, facilitating psycho-education, advocacy, counseling, and crisis intervention, while collaborating with legal entities for client protection and support.

•Conducted community prevention activities, including presentations and relationship-building within the victim assistance network, while pursuing ongoing professional development through training and conferences.

Center Against Domestic Violence Brooklyn, NY

Case Manager Jan 2004 - Feb 2007

•In my Case Management role, I handled intensive telephone communications with clients, service providers, and partner agencies to ensure timely support and follow up on each case.

•Facilitated the identification of client needs and coordinated access to appropriate resources, providing counseling both in-person and via telephone.

•Managed program documentation compliance for oversight agencies and supported residents in adjusting to shelter life and fulfilling responsibilities.

Independent Living Association Staten Island, NY

Residential Habilitation Specialist/Residential Supervisor Jan 2000 - Feb 2004

•Ensured high-quality care for the developmentally disabled through comprehensive programmatic and clinical assessments, while supervising and training staff to meet daily and long-term needs.

•Coordinated and monitored external services, maintained agency records, and fulfilled administrative reporting requirements to support effective service delivery.

EDUCATION

The College of Staten Island 1998

BA

SKILLS

Fluent in Spanish (Reading and Writing) • Excellent Communication Skills • Correspondence • Data Entry • Word Perfect • Internet

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