Part-Time Remote Data Entry Typist Resume Title

Robin K. Hayes

St. Petersburg, Florida ***** Home 727-***-**** Cell 727-***-****

Call Center/Crisis Intervention Specialist seeks part-time position 211 Tampa Bay Cares, Inc. Clearwater, Florida

Contact Center Representative-Information & Referral and Crisis Intervention Specialist June 21, 2000 to October 29, 2021

• Provided counseling to individuals in crisis who contact 211/988 via phone, text, and online chat

• Listened attentively and responded accordingly to the crisis informing appropriate first responders

• Deescalated a variety of situations using technique and calming, non-judgmental vocabulary

• Provided mental health information and referrals as requested using various systems

• Intervened to help suicidal individuals using the least invasive form of intervention

• Received telephone calls requesting assistance or information from citizens or emergency service agencies/personnel

• Screened calls, determined appropriate action, and initiated action as required by standard operating procedures

• Provided support and mentorship to volunteers and new co-workers as needed

• Coordinated with other agencies in relaying or securing information and maintained constant contact answering additional questions if needed

• Developed and implemented crisis related safety plans

• Maintained accurate records of incoming/outgoing calls by entering information into computer

• Provided effective communication between shifts and completes shift change forms as necessary

• Ensured follow up with callers when directed

• Operated telephone systems, computer-aided dispatch terminals and other communication equipment

RELATED WORK HISTORY:

Lighthouse of Pinellas, lead Teacher (Therapeutic Play) Teacher, Special Education, Gadsden/Pinellas County Education: Bachelor of Science in Education, Florida A & M University Graduate Post-Certifications: Certified Information & Referral Specialist, Certified Information & Referral Specialist for Aging and Disability (CIRS, CIRS-A/D)