Diana Ospina
St. Petersburg,FL
Summary
Experienced crisis response professional knowledgeable about strategies for reintroducing calm to emotionally-charged crisis situations. Skilled in reflective listening, relationship-building and collaborative problem-solving. Dedicated to offering meaningful assistance and influencing callers.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Crisis Counselor
Vibrant Emotional Health
05.2024 - Current
- Provides emergency response in crises to diffuse tensions and prevent violence.
- Maintains accurate documentation following each client interaction, ensuring continuity of care while upholding ethical standards set forth by regulatory bodies.
- Participate in relevant professional development opportunities to stay current with industry trends and enhance my knowledge base as a Crisis Counselor.
- Implements evidence-based counseling techniques to assist clients in identifying triggers for their crises and developing healthy coping strategies moving forward.
- Prevent further escalation of crises by effectively de-escalating intense situations through skilled verbal interventions.
- Enhances client support by conducting thorough assessments and developing personalized intervention plans.
- Manage approximately 200 client calls monthly, and evaluates risk to clients or others by gathering information and conducting assessments.
- Improves overall client satisfaction by maintaining professionalism and adhering to confidentiality guidelines at all times.
- Develop resources for all needy clients, connecting them with community services and programs that best suit their situation.
- Coordinates with local emergency responders during critical incidents, facilitating seamless collaboration between multiple parties involved in resolving crises efficiently.
- Reduces client stress levels, offering empathetic support and practical solutions during crisis counseling sessions.
- Conducts in-depth assessments to understand individual needs, facilitating tailored support plans for effective crisis resolution.
- Collaborates with local agencies to coordinate comprehensive support services, ensuring a holistic approach to crisis management.
- Used skills such as active listening and collaborative problem-solving daily to connect with patients and address concerns.
- Enhances client coping mechanisms with targeted counseling techniques, significantly reducing the occurrence of crises.
- Built safety plans to lower the risk of crisis and intervened in specific manners outlined by procedures.
- Adapt counseling techniques to best suit the individual needs of each client.
- Determines clients' risk of self-harm or other dangerous behaviors.
- Provides education on mental health topics and resources to clients.
- Educates clients on the dangers of substance abuse and prevention techniques.
- Support individuals dealing with mental health and emotional issues.
- Establishes trust and rapport with clients, a crucial foundation for effective crisis counseling and intervention.
- Provides timely assistance to individuals in crisis, utilizing active listening skills and empathy to establish rapport quickly.
Peer Support Specialist
Vibrant Emotional Health
06.2023 - 06.2024
- Maintains strict data confidentiality and privacy on information related to individuals
- Instilled hope by promoting positive self-disclosure and actively listening to client needs
- Assists others through dynamic relationships built on trust and utilizes effective listening and interpersonal skills
- Provides bilingual (Spanish) Peer Support as needed
- Helps individuals overcome discrimination, stigmas, and trauma by providing encouragement and community resources
- Supports individuals dealing with mental health and emotional issues
- Listen to clients' concerns and provide encouragement and support
- Determines clients' risk of self-harm or other dangerous behaviors
- Aids individuals by developing wellness plans and advance directives to achieve goals
- Interact with various populations of callers and chat/text visitors in a mutually respectful manner, using a strengths-based approach
- Helps individuals overcome harmful drug and alcohol addictions
- Listens to personal stories, asks probing questions, and offers knowledgeable advice for different situations
- Team up to set goals and outline steps to achieve objectives
- Assists clients with developing relevant skills to improve functionality in social, educational, and vocational situations
- Encourages clients' development of relevant skills to help overcome specific concerns
- Completes detailed documentation of sessions, client notes, and recommendations
- Collaborates and refers individuals to outside resources and services for additional support
- Incorporates different treatment methodologies and evidence-based practices to meet clients' specific needs
- Supported clients' physical and mental factors impacting personal success
- Provides warm handoff to NYC 988 Crisis Counselors for individuals in crisis or in need of behavioral health referrals
- Offers professional support to meet and exceed established key performance indicator goals
- Keeps pace with changes in research on diagnostic and treatment protocols to give the best possible support to clients
- Observe strict regulations and procedures regarding everyone to maintain confidentiality of personal and health information, and follow the HIPAA guidelines
- Demonstrates extensive knowledge of recovery and wellness principles and shares this information with others struggling during recovery
- Adheres to policies and procedures for each service indicator goal
- Enroll in the Academy of Peer Services to obtain the Peer Support Specialist (PSS) Certification of The NYS Office of Mental Health (OMH) and has completed PSS certification.
Peer Recovery Specialist
Recovery Epicenter Foundation
03.2023 - 07.2023
- Served as the subject matter expert on recovery from substance uses and different addictions, including gambling
- Delivery of diverse activities for clients to support the social, emotional, and recreational needs of individuals under care
- Demonstrated extensive knowledge of recovery and wellness principles and shared this information with others struggling during recovery
- Enforced state and federal regulations and company policies and procedures for strict compliance
- Enhanced recovery support services for clients at The Catchers Mitt, which is the community's first Respite Home for Recovery from substance and mental illness
- Managed to support 300 clients in finding a path to recovery and responded with efficacy to all needs and concerns of residents and visitors
- Provide ongoing administrative, operational, and technical support to staff and clients and supervisors
- Managed admissions data reports for shareholder review
- Directed and supported internal case management and client advocacy
- Monitored daily performance and client outcomes to maintain quality assurance
- Established long and short-term goals for therapeutic services to encourage clients' progress
- Coordinate and manage communication across different outreach programs to benefit clients
- Assisted hundreds of clients with enhancing skills in areas such as job searching, interviewing, and business and personal etiquette
- Connected individuals with relevant community resources and coordinated referrals
- Planned appropriate treatment and discharge schedules to maximize success
- Listened to resident concerns and provided encouragement and support
- Administered random toxicity and breathalyzer tests to assess adherence to recovery plans
- Supported clients with compassionate, empathetic face-to-face support
- Processed and documented case management activity for accurate, reliable records
- Improved relapse prevention rates with targeted recovery program mentoring
- Assessed clients' behavior, moods, and other responses to determine personal, and correct diagnoses and devise treatment plans
- Supervised meetings with residential members and coordinated with outreach programs to help create a strong support system for clients
- Supported individuals dealing with mental health and emotional issues
- Assisted clients in exploring feelings and understanding behaviors
- Provided comprehensive case management services, created treatment plans, and connected clients to appropriate resources
- Led In-Home Addiction Treatment (IHAT) program and guided individuals to find their safe home to continue recovery
- Maintained client confidentiality and adhered to HIPAA guidelines
- Helped in improvement as needed to support originations in mental health and best practices for all the clients
- Support organization efforts to meet service levels and ensure efficient operations during all shifts.
- Developed resource materials such as tip sheets, educational handouts, or referral guides to assist clients throughout their journey toward lasting recovery.
Contact Representative
Social Security Administration, SSA
10.2022 - 03.2023
- Remote-provided services and explains and promotes all agency's online and automated services
- Provided information about specific retirement options and computers estimated monthly benefits payable at various ages to enable individuals to make retirement decisions that will affect them for the rest of their lives
- Explained and assisted callers with the proper use of their Social Security Administration (SSA's ) online retirement planner tools
- Responded to inquiries regarding Social Security numbers (SSNs) replacement cards, corrected cards, and the actions needed for newborns, adoptions, and aliens
- As assigned, processes all SSN applications, while maintaining the integrity of enumeration
- Bilingual Spanish proficiency and delivered prompt service to prioritize customer needs
- Identified security and adverse (non-routine) situations with public relations implications or problems and appropriately referred them to management
- Demonstrated sensitivity to customers' needs with disabilities by offering special notice options for their visually impaired, blind, or handling operator-assisted relay calls for the hearing impaired
- Applied law Knowledge, regulations, policies, and procedures applicable to the processing of SSN applications, to ensure accurate issuance of (SSN's)
- Displayed the required skill of using the customer's chosen means of communication to interact with inquirers and agency customers, including face-to-face, phone, video, computers, and in writing
- Handled all required skills of using the customer's chosen means of communication to interact with inquirers and agency customers, including face-to-face, phone, video, computers, and in writing
- Processed a wide range of inquirers, with differing levels of program knowledge and temperaments, using compassion and understanding to provide them with excellent service, and accurate, useful information to meet their needs
- Accurately and efficiently organize, prioritize, multi-task, and be flexible to adapt to changes in policy, procedures, and technology to identify issues, and perform work accurately and timely
- Maintained client confidentiality and adhered to Federal policy guidelines.
City Carrier Assistant
United States Post Office
01.2022 - 05.2022
- Engaged customers with pleasant demeanor and offered to help with mail-related issues
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
- Planned and cased mail in sequence of delivery for designated route
- Used portable devices to maintain system records by scanning items delivered to homes and businesses
- Operated vehicles and equipment to transport packages and mail pieces
- Collected mail from letter boxes on specific route both on foot and by vehicle
- Distributed mail on foot to residences and businesses, delivering to approximately 800 customers per shift
- Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift
- Loaded and secured items in trucks to avoid damage to parcels during delivery
- Communicated customer complaints, requests, and feedback to company management for swift resolution
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
Insurance Agent
Bankers Life and Casualty
03.2019 - 12.2021
- Determined clients’ needs and financial situations by listening to all insurance needs and scheduling fact-finding appointments
- Approached potential clients by using direct marketing mailings and phone contacts
- Responded to customer calls swiftly to resolve issues and answer questions
- Maintained high standards of customer service by building relationships with clients
- Built relationships with clients using active listening and issue resolution to provide excellent service
- Prepared and reviewed insurance applications to verify compliance with regulations
- Identified potential risks in client businesses and recommended appropriate insurance coverage
- Developed and implemented marketing strategies to boost sales and increase the company customer base
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations
- Cross-sold insurance products to existing clients to reach sales targets
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
- Monitored customer feedback and identified areas of improvement
- Developed and implemented promotional strategies to increase customer base
- Met with customers to provide information about available products and policies
- Designed presentations and marketing materials to promote insurance products
- Calculated premiums and established payment methods for sales
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals
- Knowledgeable to answer questions in person and virtually about Medicare eligibility
- Determined benefits and solved problems regarding premiums and entitlement
- Lead and motivated clients to solve problems and suggested corrective action necessary to resolve Hospital Insurance/Supplemental Medical Insurance (HI/SMI) entitlement, informing clients of premium collection and other benefit rights.
Senior Administrative Service Assistant
St. Petersburg College
09.2018 - 10.2018
- Experienced at performing administrative support responsibilities according to approved SPC policies and procedures
- Energetically supported students in a fast-paced environment
- Utilized effective decision-making skills to enhance customer service experience
- Answered a high number of screened and unscreened calls for continuous periods of time on the SPC Police Academy helpline number
- Served as the Human Resource Liaison for staff and implemented Human Resources management practices
- Also, as coordinated with the supervisors the hiring process for all Allstate employees followed the college policy and guidelines
- Properly notified departmental teams of prospective applicants and organized interviews for budgeted and non-budgeted positions
- Accurately processed bi-weekly payroll in spreadsheets for six departments with 200 plus employees
- Collected payroll timesheets and personnel leave forms and created weekly payroll reports
- Developed a file system and maintained records pertaining to the confidentiality of all employees
- Payroll Specialist who offered basic advice and assistance to employees and managers in simple matters related to conduct, performance, attendance, and dispute resolution and discrepancies
- Served well as a payroll specialist and technical expert on HR data and provided sound analysis to inform leadership for decisions
- Then served and performed the technical/quality reviewer of personnel actions for all areas of HR including Staffing, Benefits, etc
- Across the college
- Provided employees with support using PeopleSoft and processed Human Resources PAAR
- Proficient in PeopleSoft system for Human Resources and student transactions
- Adaptable and flexible to change and capable of performing other duties as assigned
- Accepts new responsibilities as requested by managers
- Enjoyed the ability to organize, prioritize, multi-task, and be flexible to adapt to changes in policy, procedures, and technology to identify issues
- Performed work accurately and obtained resolutions as efficiently as possible while maintaining a balanced workload
- Used management skills to innovate, coordinate, and implement office/administrative operational processes
- As a result, coordinated research projects that required guidelines and a dateline to get them done on time
- Learned additional software skills to improve and change the expensive, obsolete registration process
- Implemented and designed new students' application registration process
- Collaborated with instructors and managers to create and develop a new registration process for the Police Academy
- As a result, the registration process became inexpensive, electronically faster, and easier for military, veterans, and civilians to be accepted at the SPC police academy
- Led and assisted students of the Police Academy and SPC, some disabled, and some veterans in identifying career pathways through comprehensive assessments
- Provided professional-level advising for 3,000 + incoming and returning credit and noncredit students per semester
- Supported professional faculty in program administration with learning materials such as tutoring and testing
- Managed 100 + course files and implemented the Federal Department of Law Enforcement rules
- Processed class registrations and performed cashier duties using the proper procedure for students' tuition payments
- Created and maintained budget records, statistical information, purchase orders, templates for diplomas, graduation invitations, and attendance records
- As required by management, prepared monthly financial accounting, demographic reports, and other statistical data to track the department's status
- Solved problems and used all computer skills to reconcile discrepancies and update files/records
- Resourcefully administered and implemented web-based applications to process daily work and motivated others to learn the process of using PeopleSoft and Augusoft Lumens registration systems
- Trained outside agencies, students, and staff to increase college profit
- Efficiently found the location for the police academy monthly meeting for SPC and Pinellas County Sheriff's Office related to the Law Enforcement Academy procedures
- Created the agenda for the meeting, took the minutes of the meeting, and drafted the minutes after the meeting
- Then kept everyone informed of any progress or changes.
Education
Bachelor of Science - Management And Organizational Leadership
St. Petersburg College
Clearwater, FL12.2013
GED -
GED Testing
Washington, DC07.1996
Skills
- Bilingual Spanish Native skills
- Crisis Intervention
- Verbal and Written Communication
- Substance abuse awareness
- Behavioral Health
- Relapse Prevention
- Mental Health Assessment
- Safety Planning
- Suicide Prevention
- Reflective listening
- De-Escalation Techniques
- Grief counseling
- Self-care strategies
- Teamwork and Collaboration
- Organizational Skills
- Conflict Resolution
- Patient Advocacy
- Problem-solving abilities
- Peer Interaction
- Crisis Management
- Support Group Facilitation
- Data Confidentiality
- Community Resources and Education
- Recovery Assistance and Support
- Safety Protocols and Procedures
- Intervention Support
- Team Collaboration
- Regulatory Compliance
Certification
- National Alliance on Mental Illness (NAMI) Peer to Peer Program, 06/05/2023
- NAMI, Seminar: Introduction to Mental Health Recovery & Wellness Recovery Action Plan (WRAP), 06/25/2023
- NAMI Connection Recovery Support Group Facilitator, 06/09/2023
- NAMI In Our Own Vice Presenter Training, 06/11/2023
- Identifying and Reporting Child Abuse and Maltreatment, New York State Office of Children and Family Services, 06/27/2023
Languages
Spanish
Native or Bilingual
Timeline
Crisis Counselor
Vibrant Emotional Health
05.2024 - Current
Peer Support Specialist
Vibrant Emotional Health
06.2023 - 06.2024
Peer Recovery Specialist
Recovery Epicenter Foundation
03.2023 - 07.2023
Contact Representative
Social Security Administration, SSA
10.2022 - 03.2023
City Carrier Assistant
United States Post Office
01.2022 - 05.2022
Insurance Agent
Bankers Life and Casualty
03.2019 - 12.2021
Senior Administrative Service Assistant
St. Petersburg College
09.2018 - 10.2018
Bachelor of Science - Management And Organizational Leadership
St. Petersburg College
GED -
GED Testing
- National Alliance on Mental Illness (NAMI) Peer to Peer Program, 06/05/2023
- NAMI, Seminar: Introduction to Mental Health Recovery & Wellness Recovery Action Plan (WRAP), 06/25/2023
- NAMI Connection Recovery Support Group Facilitator, 06/09/2023
- NAMI In Our Own Vice Presenter Training, 06/11/2023
- Identifying and Reporting Child Abuse and Maltreatment, New York State Office of Children and Family Services, 06/27/2023
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