Charise Hickman
Kansas City,MO
Summary
Results-driven professional with extensive experience in correctional facility operations. Known for strong conflict management and employee development skills, contributing to a safer environment and improved staff performance.
Overview
19
19
years of professional experience
Work History
Correctional Sergeant
Jackson County Detention Center
Kansas City, MO
09.2013 - Current
- Supervised daily operations, ensuring adherence to safety regulations and protocols.
- Coordinated inmate activities, promoting rehabilitation through structured programs.
- Trained and mentored junior staff on effective communication and conflict resolution techniques.
- Managed incident reports, documenting occurrences for further investigation and accountability.
- Conducted regular inspections, identifying potential hazards and implementing corrective measures promptly.
- Facilitated crisis intervention sessions, employing de-escalation techniques to resolve conflicts effectively.
- Maintained order and security in the correctional facility by enforcing rules, regulations, and procedures.
- Inspected housing cells and directed teams completing in-depth searches for contraband or damage.
- Enhanced facility safety by conducting regular security checks and monitoring inmate activities.
- Supervised 3 or more employees and performance of tasks and managed 164 offenders.
- Handled inmate counts and searches for missing inmates.
- Completed daily work report sheets and delegated tasks to employees.
- Verified all prison visitors carried proper identification and had no contraband before entering institution.
- Oversaw control center, monitoring inmates, visitors, and employees for signs of suspicious behavior.
- Served as a role model for subordinates, demonstrating professionalism in all aspects of job responsibilities.
- Resolved issues and disputes between inmates professionally and respectfully.
- Conducted thorough investigations into allegations of misconduct or rule violations, resulting in fair disciplinary actions when necessary.
Correctional Lieutenant
Jackson County Detention Center
Kansas City, MO
09.2019 - 08.2024
- Supervised daily operations to ensure compliance with safety regulations and institutional policies.
- Trained and mentored correctional officers in effective security protocols and incident response procedures.
- Coordinated scheduling for staff shifts, optimizing resource allocation and maintaining operational efficiency.
- Conducted investigations into inmate incidents, compiling detailed reports for administrative review and action.
- Developed and implemented staff training programs aimed at improving conflict resolution skills among team members.
- Led strategic planning sessions to enhance facility safety measures, resulting in improved security outcomes.
- Evaluated performance metrics of correctional officers, providing feedback for professional development opportunities.
- Fostered communication between departments, ensuring cohesive efforts in addressing inmate needs and facility management.
- Reviewed incident reports submitted by subordinates for accuracy before forwarding them up the chain of command for further action if needed.
- Served as a role model for subordinate staff by consistently demonstrating professionalism, integrity, and commitment to maintaining a safe and secure environment within the correctional facility.
- Utilized strong conflict resolution skills to defuse tense situations among inmates or staff members, maintaining order within the facility.
- Coordinated emergency response efforts during critical incidents, ensuring effective communication among team members and adherence to protocol.
- Reduced instances of misconduct by establishing positive relationships with inmates and addressing grievances in a timely manner.
- Maintained safety within the correctional facility through consistent monitoring and enforcement of rules and regulations.
- Conducted thorough investigations into incidents, ensuring proper documentation and follow-up actions were taken.
- Managed daily operations within assigned unit, ensuring adequate staffing levels were maintained and resources were allocated effectively.
- Evaluated staff performance regularly through observation and feedback sessions to support their professional development and maintain high levels of competence within the team.
- Coordinated responses to emergency situations arising in different prison locations.
- Collaborated with multidisciplinary teams to address inmate needs, promoting rehabilitation efforts and reducing recidivism rates.
- Enhanced staff performance by providing ongoing training, guidance, and support to correctional officers under my supervision.
- Served as a liaison between correctional staff and external entities such as law enforcement agencies, social services providers, or courts regarding inmate matters or facility operations.
- Maintained accurate records related to inmate conduct, staff performance, or facility operations, ensuring all documentation was up-to-date and readily accessible when needed.
- Assisted in the hiring process for new officers, participating in interviews and making recommendations based on candidate qualifications and fit with facility culture.
- Monitored security systems throughout the facility to ensure full compliance with established guidelines while promptly addressing any potential issues or concerns that arose.
- Assigned officer tasks such as cleaning cells and stocking clean laundry to keep prison running efficiently.
- Supervised more than 30 employees and performance of tasks and managed more than 700 offenders.
Chemical Equipment Repairer
United States Army Reserve
Kansas City, KS
09.2011 - 07.2019
- Diagnosed and repaired chemical processing equipment to ensure operational efficiency.
- Conducted preventive maintenance on machinery, reducing downtime and extending equipment lifespan.
- Collaborated with team members to troubleshoot complex mechanical issues, ensuring quick resolutions.
- Reviewed technical manuals and schematics to guide repair processes effectively and accurately.
- Helped maintain a clean and organized workspace, following strict guidelines for the disposal of hazardous materials and proper storage of tools and equipment.
Customer Service Representative
United Healthcare Group
Overland Park, KS
05.2007 - 09.2013
- Assisted customers in navigating health plan options and benefits information.
- Resolved customer inquiries and complaints through effective communication and problem-solving skills.
- Coordinated with internal teams to ensure accurate processing of claims and service requests.
- Trained new representatives on company policies, systems, and best practices for customer engagement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
Medical Assistant
Pinnacle Career Institute
Kansas City, MO01-2004
High School Diploma -
Northeast High School
Kansas City, MO05-2002
Skills
- De-escalation techniques
- Emergency response
- Policy enforcement
- Training coordination
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Operational planning
- Professionalism
- Incident reporting
- Interpersonal communication
- Written communication
- Employee scheduling
- Investigation techniques
- Employee development
- Inmate transportation
- Staff supervision
- Officer training
- Security protocols
- Conflict management
- Rule enforcement
- Job assignments
- Inmate supervision
- Surveillance monitoring
- Public safety
- Firearms proficiency
- Facility security
- Staff training
Affiliations
Certified Trainer through ATD
Timeline
Correctional Lieutenant
Jackson County Detention Center
09.2019 - 08.2024
Correctional Sergeant
Jackson County Detention Center
09.2013 - Current
Chemical Equipment Repairer
United States Army Reserve
09.2011 - 07.2019
Customer Service Representative
United Healthcare Group
05.2007 - 09.2013
Medical Assistant
Pinnacle Career Institute
High School Diploma -
Northeast High School