Andrea Aikens
Summary
Crisis intervention specialist with extensive experience in providing immediate support and guidance to individuals in distress. Strong focus on team collaboration and adaptability, ensuring effective response to changing needs. Skilled in active listening, conflict resolution, and maintaining composure under pressure. Reliable and results-driven, with unwavering commitment to achieving positive outcomes for clients.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assessment Center Crisis Worker (Wellness Connect)
Racine County
04.2024 - Current
- Screen referrals for program eligibility; meets with referred participants and their families. Complete assessments of participant and their families using required CCS assessment tools. Provide support and assistance and facilitate participants in development of self-advocacy skills, formulate recovery focused client-centered treatment plans Maintain a treatment oriented environment and assure consistency in the identification of recovery or treatment objectives. Coordinate and facilitate utilization of various community resources and providers. Assist participant to identify and build a recovery team including the participant's family and/or other individuals who support the participant's recovery, when appropriate. Adhere to agency policies and procedures while carrying out daily responsibilities. Accurately document and maintain case file as required by agency policy, government regulation and applicable local, state and federal statutes. Participate in staff meetings and in-services trainings, as required. Other job related duties may be necessary to carry out the responsibilities of the position.
- Provided crisis intervention support to individuals facing mental health emergencies.
- Coordinated with community resources to facilitate access to mental health services.
- Developed and implemented crisis management plans tailored to individual needs.
- Evaluated client situations to determine appropriate intervention strategies.
- Improved service delivery processes through feedback analysis and strategic planning.
- Advocated for clients' needs within healthcare systems and community organizations.
- Cultivated an environment of trust within the workplace through open communication, transparent decision-making, and empathy for team members.
- Promoted a trauma-informed approach within the team, leading to improved client-centered care and service delivery.
- Developed effective community partnerships to ensure seamless referral pathways and increased support options for clients in crisis.
- Conducted follow-ups with clients to determine need for extended assistance.
- Managed high-stress situations calmly, effectively deescalating conflicts and addressing client concerns.
- Fostered positive relationships between the agency and local law enforcement agencies to improve coordination during emergency situations.
- Maintained accurate records of client interactions, enabling data-driven decision-making regarding program improvements and resource allocation.
- Supported clients in developing coping skills.
- Provided empathetic support to clients in crisis, guiding them towards appropriate resources and interventions.
- Implemented continuous quality improvement initiatives that led to enhanced client satisfaction levels and reduced wait times for services.
- Triaged and responded to telephone mental health crisis intervention.
- Performed verbal de-escalation to resolve crises.
- Ensured compliance with federal, state, and organizational regulations by maintaining up-to-date knowledge of industry standards and participating in regular audits.
- Documented all client interactions and interventions.
- Documented risk to each client and context of concerns.
- Used skills such as active listening and collaborative problem-solving daily to connect with patients and address concerns.
- Educated clients and families about dangers of substance abuse and addiction.
- Evaluated patients based on mental and physical parameters discovered through interviews and standardized assessments.
- Maintained client records to document assessment, treatment plans and progress.
CCS Provider
Racine County CCS
12.2021 - Current
- Formulate recovery focused client-centered treatment plans for clients on his/her caseload, under the supervision of the clinical coordinator.
- Coordinate agency staff and community resources to support and implement client-centered treatment plan goals.
- Provide supportive counseling and crisis intervention, as needed.
- Maintain a treatment-oriented environment and assure consistency in carrying out treatment objectives.
- Provide medication management by supporting clients in taking medications in compliance as directed by the supervising physician.
- Formulate appropriate discharge plan with assistance of client and clinical director.
- Participate in staff meetings and in-service training, as required.
- Provide supportive counseling and crisis intervention, as needed.
- Maintain flexible work schedule to adequately meet program needs, which may include working during the evening.
- Provide oral and written communication that is appropriate to the task and in accordance with agency, DHS 36 and Medicaid standards.
- Make intervention and assessment decisions using the “Best Practice” philosophy.
- Work collaboratively with law enforcement, families, other county departments, schools, acute care services providers, and other community resources to coordinate appropriate crisis resolution and referral.
- Communicate pertinent information on a timely basis and participate in clinical supervision case reviews, staffing’s, and/or case planning meetings.
- Complete all necessary health care/medical and financial record documentation required to maintain complete medical and financial billing records.
- Complete and coordinate appropriate and timely medical record documentation, which may include assessments, follow-up contacts, crisis plans, administrative, demographic, insurance, and financial information.
- Perform other duties as assigned, including responding to an emergency event.
CCS Care Coordinator
Alternatives in Psychological Consultation
04.2017 - Current
- Assists individuals in local community with mental illness and/or substance abuse issues in achieving their vision of recovery.
- Develops care plans based on the assessed and expressed needs of the member as well as ensuring the implementation of services and other supportive activities to promote the highest possible level of independent functioning.
- Monitor and review care plans, coordinating crisis services, facilitating recovery team meetings with members and their service providers, and providing advocacy when necessary.
- Initiates contact with referred Comprehensive Community Services member; builds rapport using a strength-based, trauma informed, recovery oriented, and culturally sensitive approach.
- Facilitates all aspects of the Comprehensive Community Services service planning as outlined in DHS 36.
- Ensure members receives culturally, linguistically, and age-appropriate assessment services in an appropriate and timely manner.
- Ensure service plans and service deliveries for each member are coordinated, monitored, and designed to be as supportive as possible towards members’ independence.
- Assist members in self-advocacy and help them obtain other necessary services and support.
- Complete and submit all required or assigned documentation by due dates.
- Attend all supervisory meetings, trainings, in-services, and events as directed.
- Maintain members' records; ensure records are compliant with state and county expectations.
- Process all service authorization requests to the mental health service director for review and submission.
- Completes a minimum of 8 hours on-going training annually.
- Coordinate crisis services for members who will be authorized access to DHS 34 certified programs.
- Participates in quality improvement projects.
Clinical Therapist
Professional Service Group (PSG)
03.2016 - 02.2019
- Worked with individuals with mental, emotional, or substance abuse problems.
- Provided individual, family and group therapy in the outpatient mental health clinic.
- Completed initial assessments.
- Completed diagnosis of individuals.
- Provided referrals to other programs within clinic that better served clients.
- Trained in Trauma Focused Cognitive Behavior Therapy (TF-CBT).
EHS Family Advocate Specialist
Child Care Partnership Next Door
06.2015 - 04.2017
- Maintained an appropriate caseload of clients in the Early Head Start Program of 40 children and families within 2 partnership locations.
- Completed Family Child Reviews, case consultations and other collaborative planning meetings.
- Maintained up-to-date records in Child Plus (our electronic tracking system), track monthly statistics and generated reports as needed for: enrollment, attendance, and parent volunteer hours in Child Plus.
- Assisted with follow-up of health screenings, immunizations verifications and outside agency referrals for the purpose of promoting needed treatment and compliance with licensing and program requirements.
- Participated in the program monitoring, self-evaluation and continuous improvement of Head Start services, and ensured compliance with Head Start Performance Standards.
- Made referrals and linked children and families to needed community services; followed-up on referrals made and resulting outcomes that ensured families’ needs were met.
- Cultivated relationships with appropriate and effective referral agencies and individuals which enabled referrals for families to receive needed services not provided by the program.
Parent Educator
Next Door (Formerly Next-Door Foundation)
10.2010 - 06.2015
- Recruited, enrolled and maintained a caseload of 10-12 families.
- Conducted weekly (90 minutes minimum) home visits with all enrolled families to improve parenting skills and to help them provide learning activities that enhanced their child’s growth and development.
- Provided home visits that met all Early Head Start regulations.
- Organized bi-monthly socializations with other Parent Educators and facilitated parent and child attendance.
- Conducted family assessments with each parent to determine strengths and weaknesses.
- Developed an individualized family partnership agreement with parents that included educational goals for the child, goals for the parent and follow up information.
- Participated and assisted parents in participating in the development of program goals.
- Assisted parents in accessing quality childcare services. Provided parenting and child development information relevant to their child’s growth and development level.
- Assessed and systematically documented child growth and development.
- Provided transportation for families as needed when related to program activities.
- Acted as an advocate for parents and children in the community.
- Planned, implemented and evaluated Early Head Start and other “Next Door Foundation” programs.
- Attended and participated in weekly group meetings; additionally, supervised individual reflective sessions and other meetings as needed.
- Maintained current knowledge and skill sets of infant and toddler development and worked with families such as those served by the program (income, culture, community-specific issues).
- Assisted with program data collection, analysis and interpretation of results.
- Worked one year as a supervisor with a staff of 5.
Lead Teacher
HALO (Homeless Assistance Leadership Organization)
01.2009 - 01.2010
- Planned and conducted an effective child development program that met the physical, social, emotional and intellectual needs of a class of 10 children.
- Ensured childcare routines were carried out in a prompt, hygienic manner consistent with the good child development principles.
- Ensured the safety of children through constant supervision, effective arrangement of space, proper maintenance of equipment, and regular practice of fire drills and other emergency procedures.
- Operated the classroom in compliance with all Childcare licensing standards, and Employee and Policy Handbooks.
- Created an open, friendly, and cooperative atmosphere in which children and families felt comfortable and secure.
- Provided experiences that promoted individual expression through conversation, play and creativity.
- Provided a variety of language stimulation activities.
- Ensured that parents received adequate information about their child's experiences at the center through daily contacts and regularly scheduled parent conferences.
- Maintained written records designed to evaluate each individual child as it related to promotions and nurturing.
Education
Master’s - Social Work Specializing in Mental Health
Loyola University at Carthage
08.2015
Bachelor of Art - Communication
University of Wisconsin-Parkside
Kenosha, WI05.2009
Skills
- Mental health awareness
- Clinical documentation
- Professional boundaries
- Emergency management
- Mental health evaluations
- Client confidentiality
- Resource navigation
- Community referrals
- Case management
- Creating treatment plans
- Recommending resources
Affiliations
- University of Wisconsin-Parkside Alumni Board
- National Association of Social Workers
Certification
First Aid and CPR Certification
Timeline
Assessment Center Crisis Worker (Wellness Connect)
Racine County
04.2024 - Current
CCS Provider
Racine County CCS
12.2021 - Current
CCS Care Coordinator
Alternatives in Psychological Consultation
04.2017 - Current
Clinical Therapist
Professional Service Group (PSG)
03.2016 - 02.2019
EHS Family Advocate Specialist
Child Care Partnership Next Door
06.2015 - 04.2017
Parent Educator
Next Door (Formerly Next-Door Foundation)
10.2010 - 06.2015
Lead Teacher
HALO (Homeless Assistance Leadership Organization)
01.2009 - 01.2010
Bachelor of Art - Communication
University of Wisconsin-Parkside
Master’s - Social Work Specializing in Mental Health
Loyola University at Carthage