Job Search Status
Open to workDesired start date: 2 weeks notice
Open To Work
Brenda Smith
Aberdeen,MD
Work Preference
Summary
Delivering comprehensive case management and support services to diverse clients, with expertise in coordination, advocacy, and effective communication. I am skilled in problem-solving, conflict resolution, and building collaborative partnerships to achieve client goals. Strong organizational and multitasking abilities ensure efficient service delivery and positive outcomes.
Overview
1
1
Certification
25
25
years of professional experience
Work History
Anti-Trafficking Case Manager
Catherine's Cottage
06.2024 - Current
- As an Anti-Trafficking Case Manager, I provide comprehensive culturally appropriate case management services to survivors of Human trafficking.
- I coordinate and monitor the day-to-day implementation of client-focused case management and coordinate all services provided to trafficking survivors who are clients of The Salvation Army.
- The Case Manager provides direct services to survivors, including case management and linkages with other services through referrals; operates within program budget and funds; serves as liaison for the program; participates in public awareness and outreach; identifies and seek partnerships of other agencies and organizations for collaboration.
- Catherine's Cottage is a Salvation Army program that provides safe housing, intensive case management, and other wrap-around services to adult female-identifying survivors of human trafficking, including both sex trafficking and labor trafficking.
- Educated clients on available community resources and how to access them effectively.
- I participated in team meetings to discuss case management strategies for individual cases.
- Evaluated client eligibility for government benefits or entitlements such as Social Security Disability Insurance.
Family Service Manager (Head Start Program)
Y Family Services
02.2021 - 06.2023
- As a Y Family Services Manager, you will create and implement a Head Start recruitment plan for program participants to ensure 100% enrollment as well as establish and maintain a waiting list.
- You will work within the community, with families and with parents/guardians, acting as an advocate for families, developing trusting relationships and ensuring that support services are available to meet family goals.
- You will work with families on an individualized basis to identify family goals, strengths, and necessary services and ensure parents have opportunities to enhance their skills and knowledge that aid in child development.
- You will be responsible for community partnerships, service coordination and reporting.
- Provided exceptional customer service to ensure satisfaction and loyalty.
Direct Service Coordinator
Empowering Minds Resource Center
06.2019 - 04.2021
- The Direct Service Coordinator (DSC) assists clients with mental illness in reaching a higher level of independence and integration within their community.
- Worked with intellectual and developmental disabilities (IDD) to achieve the quality of life to which they aspire.
- The DSC is an advocate who supports clients in accessing and coordinating benefits, services and community-based resources.
- DSC's provide individualized services to clients on-site at Empowering Minds Resource Center (EMRC), within clients' homes and in the community.
- EMRC's wellness-based approach helps clients learn and develop improved daily living skills and work toward achieving healthy coping skills.
Program Director
Flagstone Family Center
01.2011 - 03.2017
- As a Program manager I supervised a team of 50 plus staff members.
- Training & development.
- Planned and organized program activities and completed weekly reports.
- Analyzing documents.
- Develop processes with and across program partners to share and collect data for efficient program implementation and continuous improvement.
- Reviewed all documentation related to client's progress for accuracy, completeness, and clarity.
- Reported all priority one accidents upon occurrence and immediately completed and submitted incident report.
- Maintained a professional relationship with the staff and clients.
- Coached and counseled case managers, one on one weekly supervision with the case managers and case aids.
- Weekly staff meeting.
- Complete and engage in regular training around best practices in Diversion and knowledge of related populations as needed to support client needs and effectively perform duties.
- Other duties as assigned.
- Provided mental health and case management services.
- Develops and recommends policies and procedures that conform to statutes, laws, rules, regulations and policies while meeting client needs effectively and professionally.
- Supervises delivery of services to ensure compliance with service plan reviews, case operations, standards review and placement plans; represents the Department in legal proceedings, hearings, and screening and placement meetings.
- Addresses and resolves elevated client issues.
- Social Services Supervisor oversees specific program areas and supports the national Social Services team with other essential management duties, including fostering a culture of wellness.
- Shelter
- Utilized strong organizational skills to prioritize workloads, meet deadlines, and exceed expectations.
- Led team meetings to ensure effective communication between departments and timely execution of tasks.
- Established policies and procedures for program management activities such as scheduling, tracking progress, and reporting outcomes.
- Provided technical guidance and mentorship for staff members throughout the duration of projects.
- Coordinated with external partners to maximize program content quality and timeliness.
- Facilitated communications between internal stakeholders and external partners involved in programs.
- Screened and recruited incoming clients, volunteers and potential collaborations for admission into program.
- Monitored program activities and reported progress to senior management.
- Evaluated program outcomes and performance against established goals and objectives.
- Initiated and set goals for programs based on organization's strategic objectives.
- Developed and managed program budgets, monitored expenses, and identified cost savings opportunities.
Diversion Case Manager
Help Women Center Shelter
11.2005 - 12.2011
- As a Diversion Case Manager, I maintained a case load of 35 plus clients.
- Attended weekly meetings with (DHS) of homeless services staff member to discuss non-compliance clients.
- Conducted assessments and interviewed homeless women with psychiatric/substance abuse issues.
- Developed ILP's (Independent Living Plan) with clients, reviewed weekly, completed Psychosocial, and founded client's affordable and suitable permanent housing.
- Counseled clients about money management, goal setting, sobriety, medication compliance.
- Identified and assisted clients in obtaining appropriate assistance in opening public assistance case, SSI, SSD entitlements.
- Assessed client needs on an ongoing basis and determined the appropriate level of care and services needed.
- Provided support and advocacy to clients and families through case management related activities.
- Assisted client with identification of strategies or treatment options.
- Participated in and utilized strengths-based planning, maintained files in accordance with all regulatory compliance standards.
- Collaborated with all members of the clinical team to ensure quality, continuity, and care for clients.
- Worked with intellectual and developmental disabilities (IDD) to achieve the quality of life to which they aspire, providing mental health and case management services.
Domestic Violence Case Manager
ALL CHILDREN HAS RIGHTS (ACHR)
01.2002 - 12.2005
- As a DV Case Manager, I provided ongoing case management and permanency to families that we serve.
- Ensured that comprehension information on each case is obtained and recorded.
- Maintained supportive relationships with the children and natural parents/caregivers and foster families access needs.
- Made appropriate services referral and monitored effectiveness.
- Provided liaison with CWA (Children Welfare Associate), courts, school, and medical resources.
- Scheduled and completed visits on each child's behalf.
- Coordinated client mental health support and ongoing care with therapists, psychiatrists, primary care providers, and hospitals as needed.
- Developed case plans, monitored progress, and reassessed client.
- Provided counseling to clients for domestic violence and sexual assault.
- Provided case management support to clients, teaching strategies to live safely and independently, and assisting in long-term goals around housing, educational advancement, and economic opportunity.
- Worked weekly shifts on the walk-in rotation.
- Provided staffing on crisis lines as needed.
- Provided court advocacy and hospital response/advocacy as needed.
- Facilitated and managed the Domestic Violence Education Support Group needs and stage of change.
- Conducted initial intake interview with clients and assisted applicants in completing the application process.
- Submitted application packet to administrative assistant for processing.
- Assessed client needs, provided linkage and referral support to community resources, and monitored client compliance and completion of case plan goals.
- Provided training and support to volunteers and interns.
- Completed all necessary paperwork and collected data and grant information as required.
- Provided a monthly written report of activities and services provided to Program Director.
Lead Customer Service Rep
AFNI
05.2001 - 01.2005
- I served as the first contact for customers, managed incoming calls and customer service inquiries accounts, supervised 8 CSR, and did weekly supervision with staff I supervised.
- Generated sales leads that developed into new customer services inquiries, handled complaints.
- Identified and assessed customer's needs to achieve satisfaction, answered inbound phone calls, identified and resolved caller's needs.
- Provided information about the product and services.
- Interviewed clients.
- Resolved customer problems by exploring alternative answers and solutions, de-escalating unresolved problems and implementing new solutions to common customer problems.
- Completed transactions and passed customer requests on to the appropriate department to fulfill the order and ensure the customer is happy with the result.
- Upsold additional products or services you believe the customer may be interested in when the opportunity presents itself, determining which products are right as you learn more about the customer's needs.
Education
MS - Clinical Mental Health Candidate
National University
San DiegoMS - Early Childhood Education Leadership
University of Arizona Global Campus
Chandlers, AZ06.2023
BA - Psychology
College of New Rochelle
Brooklyn05.1999
Skills
Customer service
Problem-solving abilities
Adaptability and flexibility
Goal setting
Conflict resolution
Team collaboration
Excellent communication
Multitasking and organization
Professionalism
Staff management
Time Management
Mental Health Counselor
Conflict Resolution
Dispute Resolution
Multi-tasking
Communication Skills
Self-Starter
Team Player
Decision-Maker
Interpersonal Skills
Detail Oriented
Microsoft Office
MS Word
MS Excel
MS PowerPoint
Internet
Organizational skills
Problem-solving
Certification
- Homeless Management Information System (HMIS) Certified
- CPR/First Aid Certification
- Resolving Conflict
- Infant Safety Training
- Time/Stress Management
- Grant Management
- Data Collection
Timeline
Anti-Trafficking Case Manager
Catherine's Cottage
06.2024 - Current
Family Service Manager (Head Start Program)
Y Family Services
02.2021 - 06.2023
Direct Service Coordinator
Empowering Minds Resource Center
06.2019 - 04.2021
Program Director
Flagstone Family Center
01.2011 - 03.2017
Diversion Case Manager
Help Women Center Shelter
11.2005 - 12.2011
Domestic Violence Case Manager
ALL CHILDREN HAS RIGHTS (ACHR)
01.2002 - 12.2005
Lead Customer Service Rep
AFNI
05.2001 - 01.2005
BA - Psychology
College of New Rochelle
MS - Early Childhood Education Leadership
University of Arizona Global Campus
MS - Clinical Mental Health Candidate
National University