Crisis-Ready Administrative Professional with Empathy
Resume:
AMY ALTHOUSE
Administrative Assistant
Springfield, OH 45502
*****************@***********.***
Professional Summary
I work well both independently and as a team. I carry good communication skills (verbal and written) and good common sense. I have experience working for 988 as a suicide /crisis call taker. I have worked in a professional capacity most of my career and am able to carry myself well in a professional manner I am able to work under pressure in chaotic environments and have a niche for handling difficult situations or people in an effective and positive manner. I am knowledgeable in regards to resources within my community as well as steps to obtain these resources. I have experience working with people with disabilities, mental health issues, elderly individuals,developmental disabilities and low income families. I do well with meeting deadlines and quotas and documentation is one of my strengths. I am detail oriented and thorough. I genuinely enjoy helping others and find much reward in doing so. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Crisis Triage /Call Center Specialist
TCN Behavioral Health Services, Inc.-Fairborn, OH
October 2022 to August 2025
I answered calls on the 988 hotline as well as the TCN crisis line. Assess callers for risk . Provided compassion, support, empathy and resources as needed. De-escalated callers at risk for harming self or others. Developed safety plans and follow up as needed. Involved police and/or paramedics as needed. Worked closely with all team members and other professionals in the community to provide quality compassionate care.
Independent Provider
Self employed-Springfield, OH
July 2009 to September 2022
I provided homemaker personal care services, transportation, respite and social work to individuals with disabilities. Assist them with learning to live as independently as possible with the least amount of supports and in the least restrictive environment. Services vary and are individualized to meet individuals needs per their ISP.
Home Manager/Site Supervisor
Consumer Support Services (CSS)-Springfield, OH
March 2005 to October 2010
Did the interviewing hiring training disciplining and firing for all staff. Oversee staff working at multiple scattered supportive living sites, as well as managed an eight bed ICFMR facility. Coordinated staffing for multiple sites with ongoing observation and training of those staff. Worked alongside of nurse and QMHP at the eight bed ICFR facility. Coordinated all of the residence needs as well as their funds. Planned and coordinated outings groceries shopping, and dinner planning. Served as rep payee for all 8 men in ICF/MR facility handling all ingoing and outgoing funds. Insured that behavior plans were followed and current. Coordinated needed assessments for clients and implemented the recommendations into their ISPs I.e speech pathologist, dieticians may recommend purée food etc.. Worked closely with case managers and guardians to ensure the ISP and or behavior plan was up-to- date and being followed. Attended all meetings to advocate for client and keep team uo to date/receive feedback. Provided on Call duties for staff at the sites which I supervised or managed. Did all of the staff scheduling..
Case Manager
Mental Health Services for Clark County-Springfield, OH June 1995 to July 2009
Responsible for linking adults with severe mental disabilities with resources in the community. Provided advocacy, education crisis intervention. Provided transportation and on call crisis coordination. Developed and implemented treatment plans as well as behavior plans. Assisted with medication monitoring and med compliance. Completed intakes and assessments as well as provided referrals as needed. Assisted clients with obtaining vocational training and housing. Taught ADL skills and encouraged clients to live as independent as possible in the least restrictive setting. College/ On The Job Trainings
Clark State Community College-Springfield, OH
January 1990 to June 1995
Attended and graduated from College during time period. Also, did on the job trainings at TAC Industries, PACT(parents and children together) and Bridgehouse. Switchboard Operator/Receptionist
Kissell Company-Springfield, OH
January 1988 to February 1990
I ran the main switchboard and received all incoming calls for the agency while also serving as the receptionist. Served as the first point of contact for all visitors and deliveries. Education
Social services (Associate's degree)
Clark State Community College-Springfield, OH
April 1992 to May 1995
College prep courses (High school diploma)
Springfield North High-Springfield, OH
Skills
• Grammar Experience
• Trauma-informed care
• Writing skills
• Community resource coordination
• Developmental Disabilities Experience
• Special education
• Filing
• Communication skills
• Computer operation
• Government agency customer support
• Managing teams in a customer support role - Largest customer support team managed (6-10 team members)
• Customer support experience within healthcare industry
• Microsoft Excel
• Medication Administration
• Microsoft Office
• Appointment scheduling
• Crisis Intervention
• Client services
• Homicide risk assessments
• Supervising experience
• In-person customer service
• Substance abuse
• Customer service
• Microsoft Teams
• Social Work
• Google Workspace
• Call center experience
• Microsoft Word
• Behavioral Health
• Intake Experience
• Computer skills
• Complaint handling
• Section 8
• Customer support - Customer support experience (16-20 years)
• Zoom
• Email customer support
• Client email correspondence
• Electronic health records (EHR) management
• Internal employee customer service
• Management
• Working with people with autism
• Individual consumer customer service
• Experience with individuals with substance use disorders
• Experience with individuals with trauma-related disorders
• Project management
• Crisis intervention planning - Crisis intervention plans developed (More than 10 plans)
• Customer support experience within non-profit industry
• Customer support experience within telecommunications industry
• Safety planning
• Word processing
• Administrative experience
• Face-to-face client meetings
• Call center management
• Crisis Management
• Meeting facilitation
• Phone call management
• Child welfare
• Data entry
• Windows
• First aid
• Live chat
• Customer issue escalation
• Moving
• Suicide risk assessment
• Microsoft Outlook
• Leadership
• Client interaction via phone calls
• Experience with individuals with mental health conditions
• Organizational skills
• Multi-line Phone Systems
• Behavior management
• Experience with children
• Phone communication
• Working with people with disabilities
• Phone customer support
• Time management
• Phone etiquette
• Call center agent experience
• Case Management
• Documentation review
• Attention to detail
• Safety plans
• Improving customer support response time - Customer support response time improved (6-10%)
• 24/7 scheduling
Languages
• Spanish, a little - Intermediate
• English
• Spanish
Certifications and Licenses
MRSS Ohio I and 2
Present
Driver's License
CPR/First Aide
June 2027
Mental Health First Aide
May 2027
Vibrant Certifications
January 2026
Assist
September 2025
Aegis
September 2025
First Aid Certification
CPR Certification
Alice
Additional Information
AMY ALTHOUSE REFERENCES
Dianna Ringer
Xenia, Ohio
Manager Matt Casttrucci Auto
Lisa Massie
Springfield, Ohio
Retired, Clark County Engineering
(937) 206--3768
Molly Sagraves
Springfield, Ohio
Retired Dog Groomer
Eileen Sherrard
Springfield, Ohio
Independent Provider, Ohio Dept. of Developmental Disabilities
(937) 399-3453Ma
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