Remote Customer Support Specialist Candidate: Aeronda Jackson
Resume:
AERONDA JACKSON
**** ******** ****** ***-***, Oakland, CA 94612
***************@*****.***
SUMMARY: Experienced and dedicated advocate for children and families, working with diverse multi-cultural and socio-economic populations, providing support to victims of trauma, crime, domestic violence, sexual abuse, homelessness, mental illness, and poverty. Demonstrated proficiencies navigating city, county, and private social services agencies, education, medical, and legal systems, in the Bay Area.
SKILLS: Case Management; Individual/Group Counseling; Harm Reduction Case Presentation; Rapport Building; Youth Outreach Administration; Crisis Intervention; Addiction Counseling; Violence Prevention; Notes/Charting; Intake/Treatment; Planning; Workshop Facilitation; Aftercare Planning; Client/Family Education; Health Insurance Portability and Accountability Act (HIPA) Regulations; Organizational Skills; Management/Support; Assessment/Evaluations; Emergency Assistance.
PROFESSIONAL EXPERIENCE
Substance Use Community Health Worker III. Behavioral Health Access Center City and County of San Francisco, CA May 2023- to Present. Interviews applicants to determine appropriateness for program services. Provide ASAM screening at intakes and Loc’s when applicable. Inputs data and documentation using EPIC for Electronic Health information. Orients clients on program requirements. Makes referrals to appropriate service providers for mental health and substance use, participates in meetings, and trainings. Communicate effectively with diverse populations experiencing homelessness, dual diagnosis mental health, LGBTQI, HIV positive, probation, drug court, and pretrial diversion.
TAY Residential Counselor. The Refuge Inc. Oakland CA, May 2023` May`2025. Provide a safe and nurturing environment for youth to assist them in regaining the stability necessary to return home or to a community-based placement. Provide support and intervention to clients in treatment, while ensuring the safety and wellbeing of each client. Complete Residential notes if the client needs additional professional services. Complete incident reports, when necessary, before the end of the shift. Endure upkeep of the facility. Remain in compliance with all agency training requirements. Intervene with the client’s behavior program as needed. Using a trauma informed framework to implement crisis intervention strategies. Administered psychotropic medication to clients. Prepare resident rooms between occupancy for incoming clients. Record hourly client room checks and any unusual behavior in the house logbook. Establish a positive, supportive relationship with residents.
Sexual Assault Remote Victim Counselor/Crisis Intervention Part time. Community Violence Solutions, San Pablo July 2024’ to present. Take calls from clients, accompaniment as necessary (outcalls), documentation of services provided, attendance at monthly in-services, and completion of all appropriate paperwork. Must respond to Contra Costa/Marin County hospitals within 60 minutes. Provide initial crisis intervention to victims, significant others, and family members. Provide accompaniment and advocacy during medical exams and police interviews. Provide appropriate information and referrals. Provide follow-up counseling and advocacy services per RCC protocol. Comply with all child and elder abuse reporting laws. Collect data and complete required paperwork. Successfully completed 55+ hour pre-service for certification as a Sexual Assault Counselor. Works with sexual assault victims from diverse populations. Capacity for balancing compassion and objectivity. Works within a confidential and security-based facility. Works with clients experiencing Family Violence/Domestic Violence/Sexual Assault/Child Abuse.
Security Officer. De Young Fine Arts Museums of San Francisco, CA April 2012-2019. Patrolled art galleries to safeguard property against damage, hazardous situations, or unauthorized entry. Responsible for enforcing rules and regulations governing access inside of the museum and throughout the galleries. Worked near high value art and fragile valuable materials. Interacted with the public, operation personnel, and customers in a professional manner.
Community Outreach Health Worker III. Whole Person Integrated Care (Permanent Housing Advanced Clinical Services) City and County of San Francisco, January 2022- to May-2023 Direct public contact using EPIC for Electronic Health information. Conduct outreach support to Tenderloin Housing SRO/Permanent Housing. Performs pre-outreach phone calls/emails to site staff and /or clients. Provide support linkage/engagement with onsite case managers/support teams including providers. Accompanies client to prioritized appointments as a health-liaison. Assist client and or Support Services Team in completing paperwork/applications for transportation benefits Paratransit/Muni. Including new patient paperwork for primary care, IHHS/HomeBridge/Paramedical. Processing new refers from Microsoft Forms, answering main phone line/triaging as appropriate. Represents PHACS program in meetings and community partners and agencies to provide information on the activities and goals of the program. Works with professional staff NPs, RNs, and Program Coordinator’s in extending effective services to clients of the program. Plans, develops, and follows through on all contacts and cases. Outreach assigned Medi-Cal clients connect with Enhanced Care Management. Provided informal counseling, social support and advocacy to targeted populations. Served as a liaison between targeted communities and healthcare agencies to assist clients with obtaining medical insurance and scheduling appointments. Provided culturally appropriate health education/information. Providing referral and follow up services or otherwise coordinating care.
Community Health Worker 2 Behavioral Assistant Chinatown Public Health Center,
July 2019- to October-2021 Direct public contact clerical using EPIC for Electronic Health information for documentation and administrative duties. Resolves patients questions and concerns about services accessible to patients. Assist patients with completion of forms or correspondence such as DMV, IHSS, RTC, SDI, Unable Spouse forms. Coordinate continuance of care with outside agencies order Durable Medical equipment walkers,canes, hospital beds, wheelchairs, and incontinence supplies etc. Use of computer applications to input, retrieve and analyze information. Working with diverse Asian senior populations predominately by use of interpreter services. Compose letters and obtain signatures on letters from doctors for patient’s to be released from work due to injury or illness and jury excuse letters.
Site Coordinator (On-Call). Housing Consortium of the East Bay, Oakland, CA, May 2018- August/2018. Assists site supervisor and organization’s supportive services in management; track residents’ rents, and resolve tenants’ issues; ensures building planning safety, preventative maintenance, disaster preparedness planning; manage front office operations.
Recovery Coach (On-Call). Crestwood Behavioral Health, Pleasant Hill, CA, May 2018- September 2018. In conjunction with Director of Nursing and the Program Director, assists in provision of therapeutic milieu; using ProClick integrated database apply distribution of psyche medications and narcotics; monitors and communicates with clients; assists in crisis interventions.
On-Call Services Coordinator II. Episcopal Community Services, Navigations Centers, San Francisco, CA, July 2018- Present. Acts as a resource, ally, and advisor to center participants; provides orientation; supports routine operations; monitors facility; ensures health and safety of all participants on site.
Domestic Violence Advocate, A Safe Place, Oakland, CA, November 2017-March 2018. Monitored shelter safety and security; provided peer counseling to shelter clients; ensured counseling and referrals to crisis line callers; provided all basis services to shelter/motel clients.
Family Partner, Lincoln Families, Project Permanence, Oakland, CA, March 2017-November 2017. Provided intensive home-based support for youths formerly in foster care and/or the juvenile justice system, working in tandem with a clinician and community liaison; served families during critical transitioning; conducted intake interviews for under-served families; developed mutual trust relationships; provided a standard of Wrap Case Management; empowered parents with guidance and self-care training to assist in increasing parental engagement; practiced experiential learning using organizational management to support parents to develop and obtain their professional objectives; interfaced with Human Services, Juvenile Justice Department, Community Behavioral Health, and Special Education Systems, adapting to changes in treatment; documented behavioral, intervention, response, and plan (BIRP), for each client utilizing funding sources in tandem Medi-Cal
billing.
Community Health Worker (CHW), Homeless Prenatal Program (HPP), San Francisco, CA, April 2015-December 2015, Volunteer; January 2016-February 2017/Employee (Training Program/Paid Employment). Intensive 22-month job training program. Determined initial level of support necessary; provided referrals to case managers, crisis intervention, shelter, food, financial aid, transportation, medical and mental health services; updated statistical database; conducted community outreach, educating the public regarding organization’s programs and services targeting, homeless families, living in encampments throughout San Francisco; trained and mentored community health workers; participated in trainings to develop clients’ writing, job interviewing, and computer skills.
EDUCATION:
San Francisco City College, San Francisco, CA. Completed coursework, “Health Impacts of Incarceration,” 2014. Harm Reduction completion 2016.
Best Now! Peer Training Program. Alameda County Network Of Mental Health Clients, August 2018-October 8, 2018. Seven weeks coursework; nine-month internship in the mental health arena.
John F. Kennedy High School, Fremont, CA. High School Diploma.
CERTIFICATIONS:
Court Appointed Special Advocates for Children (CASA), 2016; University of California, San Francisco, HIV Advanced Counselor Training; In-Training Domestic Violence Training Certificate, 2016; Sexual Assault Training, 2016; Harm Reduction, San Francisco City College, 2016; Richmond Area Multi-Services, Inc.(RAMS), Advanced Mental Health Peer Advocate, 2017; CPR/First Aid; Mental Health First Aid USA, National Council for Behavioral Health, 2016; Infant, Child, Adult CPR with AED & First Aid, American Safety & Health Institute, 2018, Shanti Peer Support Training, The Shanti Project, 2018. ASAM training. Sexual Assault Training 2024.
COMPUTER SKILLS:
Microsoft Office; MS Excel; Database Management; MS Word; ProClick.
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