Supervisor Service

Latisha Williams

**** ******* ****

Powder Springs, GA 30127

770-***-****(h) 770-***-****(c)

*********@*****.***

Summary of Qualifications:

• More than 12 years experience in working with adolescents with effective results

• Excellent written and oral communication skills

• Great supervisory, organizational, decision making, and time management skills

• A strong desire to help others and a keen interest in the care and well-being of others

• Goal-oriented, self-motivated and the ability to work independently

• Ability to perform and work collaboratively in a strong team concept environment

• Clear understanding in keeping sensitive information confidential

Professional Background

(11/2010 – Present) Ryla Teleservices, Inc.

Certified Verizon Wireless Customer Care Representative

• Handle customer inquiries, complaints, billing questions and payment requests

• Calm angry callers by listening and assisting to their needs

• Assess customer issues and use resources to reach problem resolution and design best option solutions

• Interact daily with internal departments in finance, technical service, and new business to support customers

• Consistently meeting performance benchmarks in all areas (call volume, rep resolve, adherence)

• Complete monthly training on new/changing services and newly released equipment

(2007 – 2010) The Center for Children & Young Adults – Marietta, GA

Overnight Campus Coach/QA Supervisor

• Supervised and managed clients and staff for three buildings

• Completed after hour intakes and assessments/create and maintain client charts

• Triage and managed overnight emergencies for all buildings

• Completed all documentation/reports related to overnight crisis (ORS reportable issues)

• Audited and facilitated staff’s ability to audit client’s charts monthly

• Reviewed medication logs daily for correct dispensing/notified managers of needed refills

• Prepared written monthly reports for any inaccuracies and submitted to Compliance Officer

• Assisted Compliance Officer in adjusting agency policies concerning medication and charts

• Final accountability for ORS, DHS, COA, and agency documentation requirements

• Developed and implemented performance quality improvement at program and organizational levels

Program Manager/Coach

• Supervise and train staff of eight Client Care Professionals

• Complete intake process on new admissions/client orientation and room assignments

• Arrange medical appointments and apply for community services as needed for clients

• Participate with Social Services Team in planning care and assessing the needs of each client

• Ensure individualized Service Plans for each client is implemented and monitored by assigned CCP

• Document and facilitate staff’s ability to document client’s daily activities, Service Plan progress and daily behavior

• Ensure compliance with agency and licensing requirements with ORS and DHR/maintain COA standards

Client Care Professional

• Provide direct care and watchful oversight and positively interact with clients

• Complete daily reports of interaction with clients/document progress made on Service Plan

• Implement behavior modification techniques as instructed/ document behavior and actions taken

• Act as advocate for clients who have grievance with agency, program functioning or peers

• Followed agency policies and training protocol when completing medication distribution

(2006 – 2007) Live Oaks Shelter/Twin Cedars - Carrollton, GA

Resident Advocate II

• Supervised clients to ensure rules and program regulations are followed

• Prepared meals for clients according to USDA regulations

• Managed client’s behavior with behavior modification point system

• Complete daily progress notes, shift summary, and behavior reports/record and dispense medication

• Conduct and submit monthly reports for fire drills

(1997 – 2006) St. Agatha Home - Nanuet, NY

Detention Supervisor

• Supervise, hire and train staff of 12 Direct Care Workers

• Prepare weekly staff schedule, conduct meetings, and complete monthly/ annual staff reviews

• Develop and monitor daily program schedule, behavior modification system, and recreation schedule

• Comply with regulations of county, state and child caring agencies/document and report client non-compliance

• Maintain and submit documents for yearly program operating licensing

• Correspond with parents, county probation, school officials, and county social service dept concerning clients

• Appear with clients in family court and provide written/verbal report

• Maintain monthly budget for program within guidelines of agency policies and regulations

Assistant Supervisor

• Supervise staff and clients to ensure proper flow of program activities/train new staff on program procedures

• Provide proper overview of daily logs, progress notes, intake forms, and incident reports for proper completion

• Provide weekly reports to county case workers and probation officers on progress of clients

• Create and maintain client’s charts to ensure mandatory documents are received

• Schedule all necessary medical and therapy appointments

• Acting supervisor and assume responsibilities in the absence of Detention Supervisor

May – August 2010 YWCA of Northwest Georgia Marietta, GA Internship

• Interact with clients to help motivate to complete case plan

• Answered and recorded crisis hotline calls for assessment

• Aided clients in resume building and applying for documents needed for employment

• Met with clients to discuss and document progress on case plan

Education and Training

• Bachelor of Science in Social Science, Mercer University, GA (2010)

• Certificate in Non-Violent Crisis Intervention

• Certificate in Victim Assistance (2010)

• Certified First Aid/CPR

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