Courtney Drake
Dallas,TX
Summary
Offering passion for helping others, combined with strong organizational and communication skills, and eager to learn and grow in supportive environment. Brings dedicated approach to understanding and addressing client needs, with ability to quickly assimilate new information and procedures. Ready to use and develop problem-solving and interpersonal skills in Homeless Solutions.
Compassionate Case Manager experienced in diverse shelter and homeless environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Rapid Re-Housing Case Manager
Austin Street Center
1717 Jeffries Street Dallas, Texas 75226
07.2023 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Coordinated essential services for clients, resulting in improved overall well-being and self sufficiency.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Enhanced public awareness of case management services through community outreach events, increasing access for underserved populations.
- Managed several crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
- Negotiated with landlords and housing agencies to secure stable housing for clients, significantly reducing homelessness.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Assessed community needs and identified resources for social and community service programs.
- Partnered with local organizations to expand access to social and community services.
Internship
Nexus Recovery Treatment Center
Dallas
10.2022 - 03.2023
- Led supportive group discussions and education sessions with alcohol and drug users and families
- Coordinated referrals for addiction services based on individual client needs and preferences
- Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning
- Developed individual treatment goals based on history and diagnosis
- Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT)
Customer Service Specialist
Amazon Prime Products
Dallas, Texas
05.2016 - 03.2023
- Achieved high satisfaction rating through proactive resolutions of customer issues
- Provided primary customer support to internal and external customers
- Resolved concerns with products or services to help with retention and drive sales
- Offering internal and external customers first-rate customer service to maximize satisfaction and business success
Full-time Homemaker
Various Part-Time Employment/Homemaker
DFW
01.2020 - 06.2022
- Full-time homemaker to care for children
- Goodwill - performing customer service, cashiering and other duties
- Dollar Tree - performing cashiering, customer service, stocking and other duties
- UPS - package handler, scanner, sorter and loader and other duties
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Store General Manager
Tom Thumb Food Stores
Mansfield, Texas
02.2012 - 09.2017
- Led store expense control and payroll to optimize business
- Managed team of 30+ associates by providing leadership, direction and continued development opportunities
- Led strong efforts within the store, conforming to shifting demands and timelines
- Practicing suggestive selling, offering guests complimentary items to maximize sales
- Hired, trained and retained high quality team members
Education
Associate of Applied Science - Social Work- Substance Abuse Counseling
EastField College DCCCD
Dallas, Texas05.2023
High School Diploma - undefined
Los Angeles Center for Enriched Studies
Los Angeles, CA06.1997
Skills
- Mental Health Treatment and Cognitive Behavioral Training
- Crisis Intervention
- Case management
- Problem-solving
- Active listening
- Conflict resolution
- Client advocacy
- Community Resources/Outreach Services
- Crisis intervention
- Home visits and inspections
- Intervention plans
- Care coordination
Certification
- Certified Substance Abuse Counseling LCDCII/Certified Recovery Peer Support Specialist
- Certified Mental Health/Substance Abuse Counseling Prevention Certificate
- Narcan Training & Certification
- Recovery Support Peer Specialist Certified
Timeline
Rapid Re-Housing Case Manager
Austin Street Center
07.2023 - Current
Internship
Nexus Recovery Treatment Center
10.2022 - 03.2023
Full-time Homemaker
Various Part-Time Employment/Homemaker
01.2020 - 06.2022
Customer Service Specialist
Amazon Prime Products
05.2016 - 03.2023
Store General Manager
Tom Thumb Food Stores
02.2012 - 09.2017
High School Diploma - undefined
Los Angeles Center for Enriched Studies
Associate of Applied Science - Social Work- Substance Abuse Counseling
EastField College DCCCD