Breaona Tolbert
Cincinnati,OH
Summary
Dynamic Intervention Coordinator with a proven track record at YWCA Of Greater Cincinnati, enhancing client retention and support through exceptional case management and advocacy. Skilled in crisis intervention and referral coordination, I excel in building trust and fostering community resources. Achieved significant improvements in client service delivery by leveraging problem-solving and organizational skills.
Overview
6
6
years of professional experience
Work History
Case Manager
YWCA Of Greater Cincinnati
06.2021 - Current
- Developed appropriate care plans for at-risk individuals and high-risk families
- Introduced mental health agencies for clients needing access to therapy for trauma awareness and resilience building
- Submission of emergency financial assistance applications and supporting documentation for eligible clients
- Initiation of a client-centered care plan reflective of the client's readiness for change and activation level
- Assistance to individuals with eligibility for available benefits
- Advocating for client needs by obtaining information regarding treatment options and clinical status
- Participation in regular team meetings and in-house training sessions to boost group effectiveness
- Maintain up to date case records with case activity status
- Maintain logs and electronic client records following department and agency policies for effective monitoring
- Provide case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families
- Developed trusting relationships with social services, health care providers and governmental agencies
- Monitored inquiries and complaints, delivering optimal levels of client services
- Identified appropriate community resources and provided referrals for services
- Built trust and rapport with victims of violent crimes by remaining calm and compassionate in variety of situations
- Built knowledge resources available to victims, either through private groups, publicly sponsored programs, or community resources
- Responded to hotline calls, offering assistance and support information after assessing needs
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored clients' progress and tracked client services to provide crisis interventions.
Service Advocate
YWCA Of Greater Cincinnati
01.2020 - 06.2021
- Enhanced client retention through exceptional service delivery and proactive communication.
- Supported team members, fostering a collaborative and productive work environment.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Analyzed customers' issues and complaints and initiated corrective actions.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Handled escalations professionally, demonstrating composure under pressure while finding satisfactory solutions for both parties involved.
- Assisted in training new employees, sharing best practices for achieving success as a Service Advocate.
Management Trainee
Noodles & Co.
06.2018 - 04.2020
- Resolved customer issues efficiently to build loyalty
- Maintained inventories through spot checks, complete physical inventory, and reordering
- Completed special projects under the manager's guidance
- Assigned tasks to employees following established schedules
- Developed an understanding of quality assurance processes and requirements
- Implemented sales and promotions with pricing and merchandise display adjustments
- Enhanced leadership abilities through training and hands-on task completion
- Contributed to strategy and goal establishment and monitoring
- Built a network of peer and professional contacts, sharing knowledge and gaining insights
- Corrected potential workplace hazards and improper tool or equipment use
- Communicated the status of assigned responsibilities to management
Education
Associate of Applied Science - Social Work
Cincinnati State Technical And Community College
Cincinnati, OH05-2024
Skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
- Conflict Resolution
- Client Advocacy
- Community Resources
- Case Planning
- Records Management
- Crisis Intervention
- Referral Coordination
- Case Management Tracking
Affiliations
- YWCA Racial Justice and Cultural Competency Committee
Timeline
Case Manager
YWCA Of Greater Cincinnati
06.2021 - Current
Service Advocate
YWCA Of Greater Cincinnati
01.2020 - 06.2021
Management Trainee
Noodles & Co.
06.2018 - 04.2020
Associate of Applied Science - Social Work
Cincinnati State Technical And Community College
Similar Profiles
Danielle ThinnesDanielle Thinnes
Advocate, Assistant House Manager, Crisis Hotline at YWCA of Greater CincinnatiAdvocate, Assistant House Manager, Crisis Hotline at YWCA of Greater Cincinnati
Danielle TallaDanielle Talla
Peer Support Specialist at Ywca Of Greater PortlandPeer Support Specialist at Ywca Of Greater Portland
Daphne GarzaDaphne Garza
Director of Operations at YWCA Greater AustinDirector of Operations at YWCA Greater Austin
Lance GillLance Gill
Machinist at M&SMachinist at M&S
Tyler PollockTyler Pollock
RPA Developer at DMI Inc.RPA Developer at DMI Inc.