ANDREA HANNON
Fort Worth
Summary
Strategic leader with extensive experience in mental health crisis management and team oversight, successfully guiding call center operations to enhance service quality. Proven expertise in coaching specialists, optimizing workforce performance, and ensuring compliance with regulatory standards.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Crisis Supervisor/Team L - ICARE & 988 Call Center
MHMR of Tarrant County
Fort Worth
10.2024 - Current
- Provide leadership & oversight for ICARE/988 call centers ensuring high-quality services
- Supervise/coach crisis specialists on call quality, documentation & 988 standards
- Escalate high-risk calls & collaborate with MCOT/Continuity of Care
- Conduct call reviews, QA initiatives & develop coaching plans
- Facilitated team meetings to drive case management discussions and identify service improvement opportunities.
- Implement training programs to enhance staff skills in client engagement.
- Coordinate 24/7 workforce scheduling & performance management
- Monitored compliance with agency regulations and quality assurance standards.
Bioenvironmental Engineer (Reservist - NCO)
USAF Reserve
01.2011 - Current
- Directed health/safety compliance for 1,200+ personnel; ensured successful management of complex regulatory inspections.
- Led emergency response planning and mentored Airmen, enhancing mission readiness.
- Conducted environmental assessments, confirming compliance with regulations and contributing to safety initiatives.
- Partnered with teams to address bioenvironmental challenges.
Mental Health Professional
Immanuel's Healing Center
01.2020 - 01.2024
- Delivered crisis intervention and emotional support to individuals facing mental health challenges, fostering stability.
- Conducted assessments and crisis interventions, developing treatment plans to address client needs.
- Developed personalized treatment plans in collaboration with multidisciplinary teams.
- Provided counselling and linked clients to community resources, enhancing overall client outcomes.
Financial Analyst
United States Air Force
01.2017 - 01.2019
- Prepared detailed reports for senior leadership on budgetary performance and trends.
- Analyzed financial data and improved workflow efficiency for leadership.
- Utilized software tools for data analysis and visualization of financial information.
Casino Operations Supervisor
Louisiana Downs
01.2012 - 01.2014
- Supervised 50 employees, enhancing team performance and satisfaction through effective leadership.
- Supervised daily operations in a fast-paced racetrack environment.
- Managed inventory levels for supplies and equipment across multiple departments, ensuring operational readiness.
Education
Master of Science - Psychology
Grand Canyon University
01-2020
Bachelor of Science - Psychology
Grand Canyon University
01-2019
A.A.S. - Financial Management
CCAF
01-2019
A.A.S. - Bioenvironmental Engineering
CCAF
01-2018
Skills
- Crisis management
- Crisis intervention
- Call center management
- Staff supervision and coaching
- Project planning
- Data documentation
- Trauma care
Certification
- QMHP-CS, Texas
- CPR/First Aid, Current
- Military Leadership Certifications, U.S. Air Force Reserve
Timeline
Crisis Supervisor/Team L - ICARE & 988 Call Center
MHMR of Tarrant County
10.2024 - Current
Mental Health Professional
Immanuel's Healing Center
01.2020 - 01.2024
Financial Analyst
United States Air Force
01.2017 - 01.2019
Casino Operations Supervisor
Louisiana Downs
01.2012 - 01.2014
Bioenvironmental Engineer (Reservist - NCO)
USAF Reserve
01.2011 - Current
Master of Science - Psychology
Grand Canyon University
Bachelor of Science - Psychology
Grand Canyon University
A.A.S. - Financial Management
CCAF
A.A.S. - Bioenvironmental Engineering
CCAF