ALBERT CARBONNEAU
UPPER VALLEY HAVEN
West Hartford,VT
1
Certification
24
years of professional experience
Results-driven manager and analytical problem-solver skilled in team building and leadership. Leverages decision-making and sound judgment to drive company success. Focused on enhancing employee engagement and performance through effective training and morale-building strategies.
Work History
HOTLINE MANAGER
6 Years 8 Months- INTERVIEWED AND HIRED QUALIFIED HOTLINE COUNSELORS, TRAIN
- Directed daily program operations, aligning staff coverage with client service needs and organizational standards.
- Supervised team performance, providing coaching, feedback, and accountability for consistent service delivery.
- Implemented process improvements to streamline scheduling, communication, and follow-up across service teams.
- Partnered with community agencies to strengthen referral networks and support coordinated client care.
- Monitored compliance with internal policies, licensing requirements, and safety procedures.
- Evaluated staff needs, training gaps, and operational priorities to improve team effectiveness.
- Managed and motivated employees to be productive and engaged in work.
- Managed all Hotline Grants and Contracts ensuring all deliverables were met in a timely manner
SHELTER STAFF, SHELTER TEAM LEADER, PROGRAM ASSOCIATE/ RECOVERY SUPPORT
16 Years 4 Months- Supervised daily team activities, aligning assignments with service priorities and coverage needs.
- Trained staff on procedures, documentation standards, and client support expectations.
- Coordinated schedules, handoffs, and communication across shifts to reduce service gaps.
- Supported staff development through coaching, feedback, and on-the-job guidance.
- Maintained calm leadership during urgent situations, ensuring safe and effective responses.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained database systems to track and analyze operational data.
RESIDENTIAL MANAGER, RECOVERY ASSISTANT, HOTLINE COUNSELOR
11 Years 9 Months- Supervised residential operations to support safe, structured living environment.
- Coordinated resident intake, transitions, and daily service scheduling.
- Monitored compliance with program policies, documentation, and house standards.
- Resolved resident conflicts and de-escalated behavioral concerns promptly.
- Collaborated with case managers and clinical staff on individualized support plans.
- Tracked incident reports, resident records, and service documentation accurately.
- Led staff coordination to maintain consistent coverage and program continuity.
- Coordinated staff schedules efficiently, ensuring adequate coverage for all shifts while minimizing overtime expenses.
- Evaluated employee performance regularly, identifying areas for improvement and developing targeted action plans accordingly.
- Developed strong relationships with local community organizations to enhance the quality of life for residents.
- Managed budgets effectively, ensuring the allocation of resources to meet the needs of both residents and staff members.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Kept properties in compliance with local, state, and federal regulations.
- Ensured compliance with all relevant regulations and guidelines regarding patient privacy, confidentiality, and consent procedures.
Education
High School Diploma
Skills
Operations management
Project management
Staff management
Staff training
Employee onboarding
Team management
Schedule preparation
Documentation management
Team leadership
Task delegation
Coaching
Conflict resolution
Documentation and reporting
Problem-solving
Schedule optimization
Time management
Accomplishments
Trainings Include:
Motivational Interviewing, Cognitive Behavioral Therapy, Certified in Dialectical Behavioral Therapy, Certified Recovery Coach, Ethics, Trauma Informed Care, Bridges Out of Poverty, 12 Core Functions, Medication Assisted Therapy, De-escalation Techniques, Relapse Prevention.
Trained on: Homeless Management Information System Service Point, NH WITS system, iCarol Database, Vibrant Unified Platform, Vibrant Exchange
Certification
American Association of Suicidology Certified Crisis Worker
Certified Peer Support Specialist
Timeline
HOTLINE MANAGER
HEADREST
02.2020 - CurrentRead More
SHELTER STAFF, SHELTER TEAM LEADER, PROGRAM ASSOCIATE/ RECOVERY SUPPORT
UPPER VALLEY HAVEN
06.2010 - CurrentRead More
RESIDENTIAL MANAGER, RECOVERY ASSISTANT, HOTLINE COUNSELOR
HEADREST
06.2002 - 03.2014Read More
JONOTHAN LAW HIGH SCHOOL
High School Diploma
Read More