Ashley Rivers
Dallas,GA
Summary
Dedicated crisis-focused professional with extensive experience in case management, family intervention, and government services. Skilled in conducting interviews, evaluating emotional and behavioral conditions, developing safety plans, and providing supportive guidance to individuals in high-stress situations. Adept at coordinating services, multitasking under pressure, and maintaining accurate documentation while providing empathetic, trauma-informed support.
Overview
13
13
years of professional experience
Work History
Contact Service Representative GS-0962-07/1
Department of Treasury – Internal Revenue Service
Atlanta, GA
09.2022 - 09.2025
- Communicate with diverse taxpayers, representatives, and legal professionals to gather sensitive information and resolve complex cases.
- Conduct detailed personal and telephone interviews, applying advanced elicitation and interpersonal techniques.
- Explain regulatory provisions, compliance requirements, and legislative updates in a clear, supportive manner.
- Assess financial information, identify discrepancies, and evaluate intent to determine risk and appropriate resolution.
- Maintain strict documentation standards while multitasking across multiple systems.
- Provide guidance during escalated situations, helping callers remain calm while navigating stressful issues.
Teacher
Bright Horizons at Wildwood
Atlanta, GA
06.2019 - 05.2022
- Supported emotional and social development through positive behavior strategies.
- Identified developmental or behavioral concerns and communicated findings with families.
- Maintained confidential documentation and prepared progress reports.
Lowcountry Regional Facilitator
Family Preservation Community Services
Charleston, SC
06.2016 - 06.2017
- Conducted initial and quarterly assessments to evaluate emotional, behavioral, and family functioning.
- Identified early signs of crisis or instability and collaborated with families to build customized safety plans.
- Facilitated 10+ intervention and psycho-educational programs supporting parents in coping strategies and communication.
- Provided counseling-style guidance and crisis prevention to families experiencing trauma or mental health challenges.
- Coordinated referrals for mental health services, community resources, and clinical support.
- Produced thorough documentation of assessments, sessions, and service plans.
Community Specialist II
South Carolina Department of Juvenile Justice
Charleston, SC
11.2014 - 06.2016
- Performed pre-sentence and pre-release assessments evaluating psychological, emotional, and environmental factors.
- Conducted crisis assessments for juveniles entering the justice system, including detention screenings.
- Provided psycho-education and supportive crisis intervention for youth and families experiencing instability.
- Developed service plans addressing emotional regulation, behavioral concerns, safety needs, and rehabilitation.
- Maintained extensive case files, assessments, reports, and compliance documentation.
- Collaborated with schools, mental health providers, and community agencies to coordinate care.
- Monitored home, school, and community behavior to detect escalating risk and intervene early.
IT Desk Support
The Citadel Military College
Charleston, SC
08.2012 - 11.2014
- Provided help desk support in high-pressure environments.
- Documented interactions, escalated issues, and ensured resolution.
- Assisted callers experiencing frustration and technical stress.
Education
Bachelor of Science - Social Work
Winthrop University
Rock Hill, SC05-2011
Skills
- Crisis Assessment & Intervention Trauma-Informed Communication
- Suicide Risk Indicators Psychoeducational
- Behavioral & Emotional Evaluation Conflict Resolution
- Case Management Community Resource Coordination
- Safety Planning Documentation & Report Writing
- Multi-Tasking in High-Volume Settings Interviewing Techniques
- Problem-Solving Microsoft Office & Case Management Systems
Timeline
Contact Service Representative GS-0962-07/1
Department of Treasury – Internal Revenue Service
09.2022 - 09.2025
Teacher
Bright Horizons at Wildwood
06.2019 - 05.2022
Lowcountry Regional Facilitator
Family Preservation Community Services
06.2016 - 06.2017
Community Specialist II
South Carolina Department of Juvenile Justice
11.2014 - 06.2016
IT Desk Support
The Citadel Military College
08.2012 - 11.2014
Bachelor of Science - Social Work
Winthrop University