Veterans Services Leader and Crisis Intervention Specialist

Sheila A. Walker

*** ********** **** *********, ** 30014 ***************@*****.*** 404-***-****

PROFESSIONAL SUMMARY

Human Services professional with 20+ years of experience in customer service, veteran services, crisis intervention, mental health, and child welfare across federal and state agencies. Demonstrates strong leadership potential through mentoring, training, program coordination, and process improvement. I am skilled in program oversight, data analysis, and stakeholder collaboration. Experienced in delivering trauma-informed and culturally competent services to diverse, high-risk populations.

CORE COMPETENCIES

Leadership & Staff Mentoring

Program Coordination & Evaluation

Suicide Prevention & Crisis Response

Policy Development & Compliance

Data Analysis & Reporting

Stakeholder Engagement & Advocacy

Trauma-Informed & Culturally Competent Care

Quality Assurance & Process Improvement

PROFESSIONAL EXPERIENCE

Department of Veterans Affairs

Social Service Specialist / Clinical Operations (GS-0101-11)

Atlanta, GA Sept 2022 – Present 40 hrs/week $85,000/yr

Supervisor: Kimberly Wheeler May Contact

Coordinate complex veteran mental health and crisis intervention cases, collaborating with clinicians, VA Crisis Hotline staff, and community providers.

Implement process improvements in intake and referral workflows, reducing service delays and enhancing continuity of care.

Mentor new staff on case documentation, safety planning, and veteran engagement strategies.

Conduct advanced risk assessments and develop safety plans for veterans experiencing crises.

Analyze service data, prepare reports, and provide recommendations to leadership for program improvement.

Advocate for veterans and families, ensuring access to benefits, treatment, and support services.

Develop and deliver training on crisis response protocols, documentation standards, and trauma-informed practices.

Lead cross-functional team meetings to coordinate interventions for high-risk veterans.

Identify gaps in procedures and recommend workflow enhancements to improve service quality.

Serve as a point of contact for interagency collaboration on veteran care initiatives.

Highlights Demonstrating Supervisory Potential

Selected to train colleagues and new staff on policies, procedures, and best practices.

Serve as an informal lead on complex cases, ensuring consistency and quality.

Represent program in leadership and interagency meetings, demonstrating coordination, communication, and decision-making skills.

Department of Family and Children Services (DFCS)

Lead Special Investigator III

Atlanta, GA Jan 2016 – Sept 2023 40–60 hrs/week $65000/yr

Supervisor: Jeelan Johnson May Contact

Coordinate investigative caseloads for high-priority cases, collaborating with law enforcement and community service providers.

Develop and deliver training for colleagues on trauma-informed interviewing, safety planning, and crisis response.

Monitor case documentation for compliance and quality, recommending process improvements.

Provide expert consultation on cases involving mental health, behavioral concerns, and complex family dynamics.

Author detailed investigative reports to support program evaluation and decision-making.

Participate in multidisciplinary meetings to coordinate services and ensure client safety.

Identify patterns in case data to recommend workflow or policy enhancements.

Mentor new investigators in investigative techniques and documentation standards.

Serve as liaison with external agencies to strengthen service delivery coordination.

Support leadership in implementing initiatives to improve program efficiency and outcomes.

Highlights Demonstrating Supervisory Potential

Mentored new investigators and guided staff handling complex cases.

Coordinated multi-agency investigations, demonstrating leadership and collaboration skills.

Identified procedural gaps and recommended workflow or policy improvements, reflecting readiness for supervisory responsibilities.

Fulton County Solicitor General’s Office

Court Support Senior

Atlanta, GA Nov 2007 – Jan 2016 40 hrs/week $30,000/yr

Supervisor: Alnita Dixon May Contact

Trained staff on Georgia Crime Information Center (GCIC) database usage and case documentation standards.

Managed case tracking systems, improving accuracy and reducing administrative errors.

Collaborated with attorneys, judges, and investigators to ensure timely case resolution.

Prepared presentations and delivered staff training to enhance procedural compliance.

Reviewed and corrected documentation discrepancies to improve overall office accuracy.

Participated in policy discussions and suggested improvements to office processes.

Coordinated communication between attorneys and investigative staff to streamline case workflow.

Supported onboarding of new staff and interns, providing guidance and mentoring.

Assisted in planning staff schedules and assignments to optimize office operations.

Developed checklists and procedures to standardize documentation and reduce errors.

Highlights Demonstrating Supervisory Potential

Guided staff on accurate reporting, case documentation, and legal compliance.

Assisted leadership in developing process improvements and training initiatives.

Fulton County Sheriff’s Office

Document Specialist

Atlanta, GA Nov 2004 – Oct 2007 40–50 hrs/week

Supervisor: Felicia Ivey May Contact

Maintained court and inmate case documentation, ensuring compliance with judicial requirements.

Streamlined booking and tracking processes, improving departmental efficiency.

Partnered with law enforcement officers to maintain accurate records and support investigations.

Developed process improvements to ensure timely and accurate record-keeping.

Provided guidance to peers on documentation processes and workflow enhancements.

Assisted in coordinating multi-departmental case information sharing.

Conducted quality checks on records to prevent errors and ensure compliance.

Served as a resource for colleagues on documentation and procedural questions.

Supported training of new staff in record management procedures.

Collaborated with court and law enforcement personnel to resolve documentation issues.

Renaissance Search Partners

HR Talent Partner (Part-Time)

Remote Jan 2007 – Dec 2009

Coordinated recruitment activities, including interviews, reference checks, and onboarding.

Developed training resources and processes to support interns and business clients.

Improved placement success rate by 20% through enhanced hiring strategies.

Guided interns and new hires through onboarding and training programs.

Collaborated with client leadership to improve workforce planning and coordination.

Created standardized procedures for applicant tracking and hiring processes.

Provided recommendations to improve recruitment efficiency and candidate experience.

Maintained accurate records of recruitment metrics and progress.

Supported managers in interview preparation and candidate evaluation.

Assisted in planning recruitment events and outreach programs.

EDUCATION

Capella University – Minneapolis, MN

Graduate Certificate, Higher Education Leadership & Administration (2019)

Master of Science, Human Services, Multidisciplinary Human Services (2015) GPA: 3.83

University of Phoenix – Atlanta, GA

Bachelor of Science, Human Services & Management (2013) GPA: 3.27

TRAINING & CERTIFICATIONS

Solution-Based Case Work 2017

Diversity & Inclusion Training 2019

Reparations & Refugee Training 2019

Immigration Webinar Training 2019

Customer Service & Communication Training 2019

Professional Development Training 2018

Contact this candidate