Remote Crisis Counselor and De-escalation Specialist

Monye Pryor

Crisis Counselor

**********@******.***, United States 443-***-****

Summary

Compassionate Crisis Counselor with extensive experience in telephonic support, risk assessment, and intervention services. Proven ability to conduct biopsychosocial assessments, develop safety plans, and provide de-escalation for individuals experiencing behavioral health crises. Adept at coordinating referrals and resources, ensuring seamless care continuity. Seeking to leverage strong clinical skills and a commitment to client well-being to contribute to Protocall Services.

Work Experience

Crisis Counselor, DeafLead, Remote

05/2026 – Present

Conducted thorough biopsychosocial assessments to gauge client needs, strengths, challenges, and service eligibility.

Executed suicide risk assessments, safety screenings, and crisis evaluations utilizing evidence-based tools to ascertain risk levels and required interventions. Created personalized service plans and collaborative safety plans for high-risk clients, ensuring seamless care continuity and proper follow-up. Delivered crisis intervention and de-escalation for individuals experiencing behavioral health crises, coordinating emergency responses when clinically necessary. Assessed client requirements concerning housing, employment, financial aid, healthcare, behavioral health, legal aid, transportation, education, and other social determinants of health.

Managed referrals via Unite Us and community partner networks, facilitating prompt connections to suitable services and resources.

Identified and provided both in-network and out-of-network community resources to address clients' un met needs.

Maintained continuous client follow-up to track progress, re-evaluate needs, overcome care barriers, and assess service effectiveness.

Partnered with multidisciplinary teams, healthcare providers, behavioral health specialists, and community organizations to coordinate holistic, client-focused care. Ensured precise, objective, and prompt documentation of all assessments. Care Coordinator, EveryMind, Rockville Maryland

02/2026 – Present

Conducted thorough biopsychosocial assessments to evaluate client needs, strengths, barriers, and service eligibility.

Performed suicide risk assessments, safety screenings, and crisis evaluations utilizing evidence-based tools to determine risk level and necessary interventions. Developed individualized service plans and collaborative safety plans for at-risk clients, ensuring care continuity and appropriate follow-up. Provided crisis intervention and de-escalation for clients experiencing behavioral health crises, coordinating emergency response when clinically indicated. Assessed client needs across social determinants of health, including housing, employment, financial assistance, healthcare, behavioral health, legal services, transportation, and education.

Coordinated referrals via Unite Us and community partner networks, ensuring prompt linkage to appropriate services and resources.

Researched and provided information on both in-network and out-of-network community resources to address clients' unmet needs.

Maintained continuous follow-up with clients to monitor progress, reassess needs, remove care barriers, and evaluate service outcomes.

Collaborated with multidisciplinary teams, healthcare providers, behavioral health professionals, and community organizations to coordinate comprehensive, client-centered care.

Ensured accurate, objective, and timely documentation of assessments. Behavioral support staff/Mentor, Second mile services, Baltimore 06/2025 – 06/2026

Maintain constant vigilance, tracking the whereabouts and activities of assigned residents. Provide continuous monitoring of the client during the entire shift, ensuring their safety and well-being at all times.

Prioritize the safety and security of our clients during all shifts. Cultivate positive relationships, creating a supportive and trusting atmosphere. Actively participate in group activities and address individual challenges faced by clients. Participate in respite activities to enhance client engagement and well-being. Set clear behavior limits to create a structured and conducive environment for growth. Address individual problems with empathy and professionalism. Document and maintain accurate records of client progress and notable incidents. Identify potential needs for professional services and communicate these findings to the relevant staff.

Provide transportation for clients as needed, including taking and picking clients up from school.

Additional Responsibilities:

Assume responsibility for the overall well-being of clients, attending to their physical, emotional, and mental health needs.

Play a pivotal role in teaching essential life skills and de-escalation tools, empowering clients for a more independent and resilient future.

L5 Area Manager, Amazon, Bethesda

07/2024 – Present

Cultivated strong relationships with clients, enhancing customer satisfaction and fostering repeat business.

Optimized overall efficiency by diagnosing areas for improvement and implementing necessary changes.

Facilitated smooth communication across various departments to bolster operational effectiveness.

Directed a team to consistently achieve company goals and surpass targets, nurturing a positive work environment.

Managed daily operations to ensure optimal performance and timely project completion. Revamped operational procedures through continuous evaluation and incorporation of team feedback and industry best practices.

Transformed underperforming teams into high-performing, profitable units. Oversaw inventory management, curtailing costs through precise forecasting and strategic purchasing decisions.

Health Agent, Teladoc, Remote

05/2024 – 12/2024

Streamlined efficiency through continuous process improvement initiatives aimed at enhancing workflows within the agency.

Conducted thorough assessments of client needs, formulating tailored health plans to address individual concerns.

Strengthened partnerships with local organizations by engaging in networking events and sharing valuable industry insights.

Organized wellness events within the community, advocating for healthy behaviors and increasing access to resources.

Negotiated with insurance carriers on behalf of clients, securing optimal plan benefits at competitive rates.

Cultivated robust relationships with healthcare providers, ensuring seamless care coordination for clients.

Boosted client engagement by developing informative content on a range of health topics for distribution through various channels.

Training Coordinator, Sephora, Timonium

03/2021 – 09/2023

Established rapport with customers, managers, and customer service teams to maintain a positive and productive work atmosphere.

Oversaw and assessed customer service staff activities, providing personnel with regular performance feedback.

Responded to phone and online customer service requests within designated turnaround times to enhance customer satisfaction ratings.

Monitored service desk ticket queues to ensure timely response and resolution. Ensured efficient record-keeping of benefit payments in accordance with jurisdictional requirements.

Tracked industry trends and best practices in adult learning theory, integrating insights into the design of new training programs or revisions to existing ones. Apple Advisor, Apple, Columbia

09/2021 – 02/2022

Maintained servers and systems to ensure network operability during peak periods. Monitored system performance to proactively identify potential issues. Installed and configured operating systems and applications. Streamlined repair processes and updated procedures to enhance support action consistency.

Lead Beauty Advisor, Ulta, Hunt valley

05/2018 – 01/2021

Entered client information into spreadsheets and company databases, providing leaders with rapid access to vital client data.

Reviewed and updated account information in the company's computer system. Identified discrepancies in customer and account data, resolving issues and communicating findings to supervisors.

Conducted database backups to ensure information security. Engaged professionally with customers and internal personnel, addressing inquiries via phone and email.

Processed financial documents, contracts, expense reports, and invoices. Counter Manager, Lancôme, Annapolis

10/2008 – 03/2018

Responded to customer inquiries through phone, live chat, and email. Managed order queues efficiently.

Reviewed orders from customer representatives for accuracy and completeness. Guided customers through troubleshooting, navigating the company site, and utilizing services.

Maintained the customer database by updating and entering new customer and account information.

Enhanced customer satisfaction by delivering outstanding service and sharing extensive product knowledge.

Developed strong relationships with clients, contributing to repeat business and referrals. Correctional Officer, Department Of Public Safety And Correctional Services, Baltimore 02/2014 – 08/2017

Completed intake paperwork, including fingerprints and searches. Prepared, processed, and maintained forms, reports, logs, records, and activity journals. Provided guidance and support to inmates to facilitate their reintegration into society and help establish new beginnings.

Received and accounted for personal possessions and determined inmate work assignments.

Responded to emergency situations while effectively de-escalating hostile confrontations. Education

Bachelor of Science, Psychology, University of Maryland - College Park, College Park, USA 01/2021 – 09/2024

PsyD, Stevenson University,

08/2025 – Present

Skills

Customer Support Clinical Documentation Research abilities Business Planning Customer Engagement Critical Thinking Detail-oriented Collaboration Leadership Communication Problem-solving Crisis Counseling Telephonic Support Risk Assessment Intervention Services Compassion Crisis Intervention Suicide Risk Assessment Active Listening Behavioral Health Documentation HIPAA Compliance De-escalation Techniques Trauma-Informed Care

Contact this candidate