Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Courtney Holston

TERRE HAUTE,IN

Summary

Accomplished leader with a proven track record at Thrive, adept in strategic planning and people management. Excelled in enhancing team performance and client satisfaction through innovative solutions and effective communication. Skilled in organizational development and issues resolution, consistently fostering professional growth and operational excellence.

Overview

16
16
years of professional experience

Work History

Director of Health & Wellness and TBI Waivers

Thrive
03.2022 - Current
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Provided ongoing support to case managers in crisis situations, guiding them through problem-solving strategies and promoting best practice approaches.
  • Collaborated with interdisciplinary teams to develop holistic care plans addressing all aspects of clients'' lives.
  • Increased client satisfaction with services by closely monitoring progress and adjusting case plans as needed.
  • Conducted comprehensive assessments of clients'' needs, leading to tailored interventions and supports for each individual.
  • Facilitated professional development opportunities for staff members, fostering a culture of continuous learning and improvement within the team.
  • Developed strong relationships with community partners to facilitate access to resources for clients in need.
  • Oversaw accurate documentation of client progress notes, maintaining compliance with legal requirements as well as organizational policies and procedures.
  • Promoted a culture of collaboration and teamwork within the department by fostering open communication channels and encouraging peer support among staff members.
  • Served as an advocate for clients'' rights, working diligently to ensure their voices were heard and respected throughout the case management process.
  • Enhanced team performance through regular supervision, coaching, and training of case managers.

Program Coordinator

Mosaic
02.2018 - 03.2022
  • Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
  • Established strategic partnerships with external organizations, expanding program reach and impact.
  • Developed and maintained relationships with external partners to facilitate program operations.
  • Kept program-related data accurate, up-to-date and easily accessible for accessibility.
  • Led training sessions for staff and volunteers, fostering a knowledgeable and cohesive team environment.
  • Created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to participate productively.
  • Provided ongoing direction and leadership for program operations.
  • Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
  • Designed program implementation and maintenance plan.
  • Collaborated with other program coordinators to achieve consistency in program objectives and services.
  • Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
  • Managed a high volume of client requests, ensuring timely and effective service delivery.
  • Resolved customer complaints and issues to drive satisfaction and loyalty.
  • Assessed customer needs and developed solutions to meet needs.
  • Coordinated and monitored service activities to confirm work met all requirements.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Communicated with clients and service providers to provide updates on work progress.
  • Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.

Day Program Manager

Mosaic
07.2016 - 02.2018
  • Improved staff efficiency and collaboration through regular communication, training, and support initiatives.
  • Enhanced program effectiveness by implementing individualized goal-setting and progress tracking for participants.
  • Maintained up-to-date knowledge of industry best practices and regulatory changes to ensure the program''s continued relevance and effectiveness.
  • Handled coordination of daily activities and direct report assignments.
  • Strengthened community relations by organizing events showcasing the talents and accomplishments of day program participants.
  • Developed strong relationships with community partners to provide additional resources and opportunities for participants.
  • Optimized program budget allocation by closely monitoring expenses and identifying cost-saving opportunities.
  • Recruited trained, and supervised a high-performing team of staff members committed to participant success.
  • Ensured a safe and inclusive environment by enforcing strict adherence to policies, procedures, and relevant regulations.
  • Coordinated with other departments within the organization to ensure seamless integration of services for participants'' benefit.
  • Promoted a culture of continuous improvement through regular evaluation of program outcomes and soliciting feedback from stakeholders.
  • Reviewed and updated time and attendance system records.
  • Collaborated with families, caregivers, and other support networks to provide holistic support for participants'' overall wellbeing.
  • Facilitated smooth transitions for new participants into the program by providing comprehensive orientation sessions and ongoing support.
  • Increased participant satisfaction by creating diverse, engaging, and personalized daily activities.
  • Contributed to the successful accreditation of the program through diligent documentation and compliance efforts.
  • Coordinated visitations and tours for program facility.
  • Supervised completion of required and designated program documents such as specific diet protocols, community participation reports and attendance or utilization reports.
  • Fostered an atmosphere of open communication among staff members, encouraging collaboration on best practices in service delivery.

Direct Support Manager

Mosaic
06.2013 - 07.2016
  • Coordinated seamless transitions between various levels of care for clients by maintaining clear communication between all parties involved in service provision.
  • Enhanced client satisfaction by implementing personalized support plans tailored to individual needs and preferences.
  • Managed budgets effectively by monitoring expenditures, identifying cost-saving opportunities, and ensuring proper allocation of funds.
  • Facilitated staff professional growth by providing ongoing training opportunities, constructive feedback, and career advancement resources.
  • Aided in crisis intervention situations by utilizing de-escalation techniques and following established protocols to ensure safety for all parties involved.
  • Maintained strong partnerships with community organizations to increase access to resources and support services for clients.
  • Supported families in understanding their loved ones'' needs by providing regular updates, educational resources, and opportunities for involvement.
  • Collaborated with interdisciplinary teams to ensure comprehensive care and support services for clients.
  • Implemented quality assurance measures to continuously improve service delivery standards for optimal client outcomes.
  • Reduced staff turnover rates through effective communication, training, and team-building initiatives.
  • Increased client independence with the development of goal-oriented programs focused on skill-building and selfsufficiency.
  • Elevated staff performance by conducting regular evaluations, offering constructive feedback, and facilitating goal-setting exercises.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
  • Promoted a positive work environment through open communication channels, conflict resolution practices, and employee recognition programs.

Program Specialist

Hamilton Center
04.2008 - 02.2013
  • Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
  • Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
  • Worked alongside other professionals to outline and implement program plans and objectives.
  • Built strong relationships with external partners to secure resources and support necessary for program success.
  • Maintained regular communication between departments via email and phone calls to coordinate program logistics.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assessed clients and developed plans to meet needs.
  • Developed strong rapport with patients and families through empathetic listening and compassionate communication techniques.
  • Provided crisis intervention services when necessary by assessing risk levels promptly addressing safety concerns collaboratively with the treatment team.
  • Managed complex caseloads, ensuring timely assessment, intervention, and documentation for optimal care outcomes.
  • Communicated with healthcare providers to facilitate continuity of care.
  • Arranged transportation and documented details of discharge transition plans.

Education

Bachelor of Science -

Indiana State University
Terre Haute
12.2007

Skills

  • Strategic Planning
  • Verbal and written communication
  • People Management
  • Operations Management
  • Team Management
  • Creativity and Innovation
  • Organizational Development
  • Issues Resolution
  • Hiring and Retention
  • Rules and regulations
  • Charismatic Leader

Affiliations

  • African American Board Leadership Institute

Timeline

Director of Health & Wellness and TBI Waivers

Thrive
03.2022 - Current

Program Coordinator

Mosaic
02.2018 - 03.2022

Day Program Manager

Mosaic
07.2016 - 02.2018

Direct Support Manager

Mosaic
06.2013 - 07.2016

Program Specialist

Hamilton Center
04.2008 - 02.2013

Bachelor of Science -

Indiana State University

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Courtney Holston