CANDICE CODY
Dallas,TX
Summary
Compassionate client services and behavioral health operations professional with 6 years of experience enhancing outcomes for individuals and families in complex service environments. Skilled in client relationship management, service coordination, and staff mentoring. Demonstrates sound judgment and effective resolution strategies while fostering collaboration across teams.
Overview
7
7
years of professional experience
Work History
988 National Online Crisis Counselor
Volunteers Of America Western Washington
Remote
03.2026 - Current
- Achieve 92% positive post-interaction survey outcomes through empathy, clear communication, problem solving, and sound judgment in sensitive and rapidly changing situations.
- Manage a high-volume workload of complex client interactions, maintaining a 98% answer rate while providing timely assessment, individualized support, and appropriate service coordination.
- Coordinate complex escalations with multidisciplinary team members and leadership, prioritizing competing needs and ensuring appropriate follow-through in accordance with organizational standards.
- Maintain timely, accurate, and confidential documentation while reinforcing procedures and quality expectations; mentor new staff on engagement, documentation, and operational processes.
988 Crisis Counselor
Lines For Life
Remote
09.2025 - 03.2026
- Managed time-sensitive client interactions and operational demands, assessing needs and resolving immediate concerns to ensure effective support in a high-volume environment.
- Collaborated with multidisciplinary teams and community resources to coordinate services and ensure continuity of care while maintaining accurate documentation and adherence to service standards.
988 Digital Crisis Counselor
Trevor Project
Remote
02.2024 - 07.2025
- Delivered high-volume digital support through sensitive and complex interactions, utilizing established policies and evidence-based protocols to effectively guide clients towards appropriate next steps.
- Managed escalated cases, collaborating with leadership to ensure compliance with confidentiality, mandatory reporting, and risk-management requirements while fostering an empathetic client experience.
- Maintained accurate, timely case documentation in CRM systems, including Zendesk and Salesforce, ensuring adherence to organizational quality standards and compliance expectations.
911 Care Coordinator
North Texas Behavioral Health Authority
Dallas, TX
07.2022 - 02.2024
- Coordinated 30+ daily cases and service inquiries, prioritizing complex needs and balancing workload demands to ensure timely service delivery across providers, community partners, and multidisciplinary teams.
- Resolved service barriers and escalated concerns using independent judgment and conflict-resolution skills while maintaining comprehensive records across internal and partner systems.
- Mentored staff on case coordination and documentation practices, tracking client progress and service outcomes to uphold consistent, high-quality operations.
Transaction Specialist I & II
JPMorgan Chase
Lewisville, TX
04.2021 - 07.2022
- Processed and verified hundreds of time-sensitive documents daily with 98% accuracy, achieving top 10% ranking in productivity and compliance.
- Identified workflow opportunities and developed standardized reporting materials for new-hire training, enhancing process clarity and consistency.
Housing Coordinator – CLOIP Program
Denton County MHMR
Denton, TX
02.2020 - 01.2021
- Managed 40+ active cases and coordinated across multidisciplinary teams and community partners, contributing to a 30% improvement in case-resolution time and 85% long-term housing retention.
- Coordinated client and support network communications, tracking service needs, documentation, and follow-up to ensure seamless transitions.
- Denton County MHMR | Denton, TX
Education
Bachelor of Science - Psychology
Texas Tech University
Lubbock, TX05.2018
Skills
- Client relationship management
- Service coordination
- Problem resolution
- Client Services & Relationship Management
- Crisis intervention
- CRM documentation
- Staff training
- Process improvement
Timeline
988 National Online Crisis Counselor
Volunteers Of America Western Washington
03.2026 - Current
988 Crisis Counselor
Lines For Life
09.2025 - 03.2026
988 Digital Crisis Counselor
Trevor Project
02.2024 - 07.2025
911 Care Coordinator
North Texas Behavioral Health Authority
07.2022 - 02.2024
Transaction Specialist I & II
JPMorgan Chase
04.2021 - 07.2022
Housing Coordinator – CLOIP Program
Denton County MHMR
02.2020 - 01.2021
Bachelor of Science - Psychology
Texas Tech University