Olivia Kemp
Elmira
Summary
Dedicated and compassionate Emergency Services Case Manager with over 10 years of experience in providing exceptional support and care to diverse client populations. Proven ability to manage high volumes of support cases, maintain confidentiality, and collaborate effectively with cross-functional teams. Skilled in proactive problem-solving, case management, and client advocacy. Committed to achieving high-quality, cost-effective care and ensuring seamless operations in emergency services and support environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Emergency Services Case Manager
Catholic Charities Of Chemung/Schuyler Counties
08.2022 - Current
- Engaged and referred treatment to over 100 individuals utilizing services in Emergency Housing, Community Based Residential Program (CBRP), and Samaritan Center.
- Built rapport and long-term relationships with diverse clients, achieving a client/customer satisfaction metric of 95%.
- Responsible for file documentation in accordance with funding regulations, agency policy, procedure, or business practice.
- Facilitated the integration of residents into the community using community-based services, resulting in a 20% increase in successful transitions.
- Maintained accurate case file records and reports based on the requirements of each funding source/program.
- Worked with an at-risk population referred by the Department of Corrections, successfully reducing recidivism rates by 15%.
- Completed client drug screenings requiring the handling of urine, ensuring compliance with treatment plans.
- Documented, developed, and/or implemented assessments, service plan goals, hospitalizations, discharge planning, progress notes, and income in accordance with each residential housing program.
- Renewed file documents with expiration dates, including Release of Information (ROI) and/or Consents to Release Information and income verification.
- Ensured the Shelter and CPRB property is maintained at agency standards.
- Assisted residents in complying with treatment/service providers, ensuring no lapse in service/funding.
- Advocated/mediated for residents establishing tenancy with landlords and employment/funding-related issues.
- Provided on-call guidance/support to Shelter staff in emergency situations.
- Led team meetings and training sessions, ensuring all staff were up-to-date with the latest policies and procedures.
- Developed and implemented new intake procedures, improving efficiency and client satisfaction.
- Mentored new staff members, providing guidance and support to help them acclimate to their roles.
- Coordinated with external agencies and service providers, ensuring comprehensive care for clients.
- Attended staff meetings, treatment team/provider meetings, and staff development/training seminars.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Facilitated individual and group sessions to promote positive behavior change for clients.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Provided leadership, guidance and support to staff members.
- Established and maintained relationships with key stakeholders.
Point of Entry Clerk
Catholic Charities of Chemung/Schuyler Counties
08.2022 - Current
- Communicate with diverse clients, build rapport and long-term relationships, and achieve client/customer satisfaction metric
- Compassionate Point of Entry Clerk accustomed to treating diverse client needs while managing dynamic conditions
- Offering excellent clinical knowledge and judgement combined with strong documentation, client monitoring, and problem-solving abilities
- Well versed in managing emergent cases with grace and efficiency
- Highly adept at case planning and diagnosis management
- Committed to achieving high-quality, cost-effective care for clients and families
- Possession of a valid NYS Driver's license and a driver's record considered acceptable by agency and insurance carrier
- Continuous use of a reliable, registered and insured vehicle
- Greet clients and complete data entry intake process
- Handle all individuals, volunteers and community service providers with compassion, respect and dignity
- Conduct assessments and/or pre-screenings with individuals
- Determines initial need and refer to in-house staff or provide community information to facilitate appropriate linkages
- Assists in the receipt of applications and gathering of supporting documentation
- Assists in processing activities associated with initial and ongoing case maintenance
- Refer to in-house service providers
- Maintain and update client information through data tracking program and hard copy files
- Assist in the gathering and data entry of information associated with monthly/quarterly/annual reports
- Maintain confidentiality of each and every client
- Responsible for answering phones, transferring to appropriate staff, filing and maintaining control of the front reception area ensuring individuals are seen in a timely manner
- Maintain inventory of supplies, developing an ordering schedule to ensure supplies are available and placing supply orders
- Assist with the management of client files/filing
- Provide in-house backup to other staff and volunteers when required on site and at the Shelter when necessary
Direct Support Professional
ARC of Chemung County
08.2013 - 08.2022
- Helping clients with daily tasks, including cooking, shopping, attending appointments, housekeeping, and medication management
- Assisting clients with things like dressing, bathing, personal hygiene, moving around, getting in and out of bed, and more
- Teaching and encouraging individuals how to perform certain tasks independently
- Keeping track of a client's personal information, including things like casework notes, daily activities, medication logs, financial documents, and behavioral assessments
- Teaching important life skills, like how to interact with others, ask for help, manage finances and more
- Transporting clients to appointments or other activities outside the home
- Assisting in keeping a safe living space
- Managing a client's money, paying their bills, etc
Education
Regents Diploma - General Studies
Elmira Free Academy
Elmira, NY06.2012
Skills
- Verbal communication
- Written communication
- Multi-tasking
- Prioritization
- Teamwork
- Positive communication
- Constructive communication
- Confidentiality
- Data analysis
- Problem resolution
- Direct Support
- Home Health
- Disability
- Computer Skills
- Documentation
- Direct Care
- Autism
- Medication Administration
- Behavioral health
- Crisis Intervention
- Case Management
- Patient support
- Utilization review
- Individualized counseling
- Referral coordination
- Patient assessment
- Case documentation
- Risk assessment
- Resource identification
- Health history documentation
- Time management
- Case planning
- Critical thinking
- Goal setting
- Performance tracking
- Report writing
- Family education programs
- Recruitment
- Stakeholder collaboration
- Group therapy
Certification
- First Aid CPR AED, 08/01/13, 07/01/22
- Fire Safety task force trained, Current, Current
- SCIP-R Trained, Current, Current
- OPWDD Broker Certification, 10/01/21, 10/01/21
Timeline
Emergency Services Case Manager
Catholic Charities Of Chemung/Schuyler Counties
08.2022 - Current
Point of Entry Clerk
Catholic Charities of Chemung/Schuyler Counties
08.2022 - Current
Direct Support Professional
ARC of Chemung County
08.2013 - 08.2022
Regents Diploma - General Studies
Elmira Free Academy
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