Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Timeline
Generic

Alana Paul

Quincy,MA

Summary

Compassionate professional with expertise in crisis response, housing support, and trauma-informed care. Proven ability to implement recovery-oriented strategies and systems thinking to address complex challenges. Dedicated to developing sustainable solutions that empower vulnerable populations.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Diversion Specialist

Father Bill's & Mainspring.
Quincy, MA
07.2024 - Current
  • Conducted client-centered housing diversion assessments and crisis interventions to prevent shelter entry.
  • Developed individualized housing and resource plans within 48 hours of intake.
  • Educated community providers on shelter referral protocols and available services.
  • Established partnerships with landlords, housing agencies, and social service organizations for rapid housing solutions.
  • Maintained accurate case records and reported service outcomes, ensuring data integrity and confidentiality.
  • Collaborated in strategic planning, policy development, and interagency meetings to enhance diversion outcomes.

Shelter Services Associate

Father Bill's & Mainspring.
Quincy, MA
09.2023 - 07.2024
  • Ensured safety and security of shelter during assigned shifts while overseeing daily operations.
  • Conducted guest intakes, enforcing shelter policies with professionalism and empathy.
  • Administered Narcan and executed emergency response protocols during overdose incidents.
  • Monitored guests for substance use signs and de-escalated crisis situations using trauma-informed care.
  • Supervised entry points, phone lines, and security cameras to maintain a respectful environment.
  • Documented incidents and guest interactions accurately, completing shift tasks and facility inspections.
  • Collaborated with team members to uphold confidentiality and effectively address guest needs.

Client Support Analyst

CMA Consulting
Albany, NY
09.2021 - 04.2023
  • Delivered first-level customer support and triaged issues through phone and email. .
  • Documented inquiries and resolved problems using help desk ticketing systems.
  • Utilized Microsoft Outlook, Word, and Excel for daily operational support.
  • Communicated professionally with clients, escalating complex issues when necessary.
  • Maintained comprehensive knowledge of Medicaid processes and health-related business operations.

Waitress

Margarita City Mexican Grill & Bar
Albany, NY
12.2019 - 08.2021
  • Ensured timely food and beverage service to enhance guest experience.
  • Maintained cleanliness and organization in dining, bar, and kitchen areas.
  • Consistently met safety and sanitation standards across all operations.
  • Supported bar operations by assisting with diverse shift responsibilities.
  • Communicated effectively with team members and management to improve service efficiency.

Shift Supervisor

Stewart’s Shops
Albany, USA
05.2013 - 12.2019
  • Delivered exceptional customer service in fast-paced, employee-owned convenience store.
  • Resolved customer concerns to enhance satisfaction and promote repeat business.
  • Prepared food and beverages according to Food Hygiene Regulations, ensuring quality and safety.
  • Processed and balanced daily audits, cash transactions, and deposits accurately.
  • Executed merchandising and marketing strategies to drive sales and enhance product visibility.
  • Maintained stock levels and product freshness through efficient inventory management.
  • Collaborated with team members to achieve operational goals and uphold service standards.
  • Completed assigned tasks promptly to support store efficiency and meet business targets.

Education

Bachelor of Science - Psychology, Biology

SUNY Plattsburgh
Plattsburgh
05-2019

Skills

  • Crisis intervention and de-escalation
  • Housing assessment
  • Data management
  • Client advocacy
  • Resource coordination
  • Emergency response
  • Community outreach
  • Case management
  • Trauma-informed support
  • Holistic communication

Certification

  • Certified Recovery Peer Advocate (CRPA)

Accomplishments

  • House Manager | Sober Women’s Residence

References

References available upon request.

Timeline

Diversion Specialist

Father Bill's & Mainspring.
07.2024 - Current

Shelter Services Associate

Father Bill's & Mainspring.
09.2023 - 07.2024

Client Support Analyst

CMA Consulting
09.2021 - 04.2023

Waitress

Margarita City Mexican Grill & Bar
12.2019 - 08.2021

Shift Supervisor

Stewart’s Shops
05.2013 - 12.2019

Bachelor of Science - Psychology, Biology

SUNY Plattsburgh

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