Chalese Potts
Las Vegas,AZ
Summary
Passionate professional with a commitment to supporting clients in all aspects of cases. Excellent communication and relationship-building skills with diverse audiences. Friendly and engaging, with strong team collaboration abilities. Adept at handling high caseloads without sacrificing quality of care. I operate well in high-pressure environments and am motivated to provide my best to meet my team's needs. I value feedback, and I am team-focused with a can-do, positive attitude.
Overview
12
12
years of professional experience
Work History
Member Advocacy Coordinator
Imagine360
Wayne, PA
11.2023 - Current
- Operations team settlement coordinator: I am responsible for file management, payment processing, and quality assurance of incoming settlements for the assigned region.
- Supplemental support for case management of assigned region's member service advocates
- Customer advocacy and education to members.
- Training and mentorship to incoming employees.
- Remote
Member Service Advocate
Imagine360
Wayne, PA
09.2021 - 11.2023
- Specialized case management, advocacy, and education to members while fulfilling the mission of Imagine360 Services, LLC.
- Guided and supported members through the referenced price pilling and defense process while working closely with client services, legal team, and external stakeholders to facilitate timely issue resolution and ensure a positive member experience.
- Provided advocacy and oversight to members of their household claims.
- Proactive outreach by phone and email.
- Inbound call and email management.
- White-glove customer service throughout the member's journey.
- Mentored new Member Service Advocate.
- Remote
Lead Case Manager
Old Pueblo Community Services
Tucson, AZ
01.2020 - 09.2021
- Took an active role in assisting homeless Veterans' transition from homelessness to permanent housing by providing housing resources.
- Crisis management,
- motivational interviewing, and coaching
- Maintained a transitional housing facility.
- Coordinated with social, public, and welfare agencies to obtain and provide client information.
- Facilitated groups to address topics such as life skills, relapse prevention, substance abuse, and mental health concerns.
- Provided comprehensive assessments of clients' needs and created individualized treatment plans.
Case Manager/ Behavioral Health Aid
Pathways of Nevada
Las Vegas, NV
09.2012 - 07.2018
- Performed client intake procedures according to internal standards for all new admissions.
- Facilitated on-site activities, support groups, and outings for clients.
- Completed documentation for every incident and forwarded it to the correct personnel for review.
- Training to incoming foster parents on agency expectations and licensing requirements.
- Quality assurance checks with parents and youth in the home to ensure safety.
- Provided Basic Skills, Crisis Management, and Anger Management skills training.
Education
Associate of Arts - 140 Credits Earned Toward Bachelor’s in Psychology
Nevada State College
Las Vegas, NV01-2014
Skills
- Partnership Building
- Training delivery
- Document Review
- Resource Management
- Mentorship
- Administrative Staff Coordination
- Public Speaking
- Task Prioritization
- Adaptability and Flexibility
- Quality Assurance
- Analytical Thinking
Affiliations
- I served as an AmeriCorps Vista as a Community school coordinator and a Vista Team leader from 2018-2020- During this volunteer work I focused on mentoring youth to combat absenteeism and later transitioned into mentorship with incoming volunteers.
- I am a spoken word artist and have competed nationally 2 times. I also have had the pleasure of being a teaching artist with the University of Arizona and Poetry Promise Inc.
Timeline
Member Advocacy Coordinator
Imagine360
11.2023 - Current
Member Service Advocate
Imagine360
09.2021 - 11.2023
Lead Case Manager
Old Pueblo Community Services
01.2020 - 09.2021
Case Manager/ Behavioral Health Aid
Pathways of Nevada
09.2012 - 07.2018
Associate of Arts - 140 Credits Earned Toward Bachelor’s in Psychology
Nevada State College