Douglas Eric Williams

• Directed and trained shelter staff to ensure daily setup and breakdown of shelter site was successful and complete
• Managed daily shelter intake processes, including data collection and entry into county's Homeless management information system (HMIS)
• Coordinated transportation services to and from shelter site to ensure timely and effective support for guests
• Provided meals and resources to shelter guests in collaboration with the shelter director and site workers, while engaging with guests to address their needs.

Delivered compassionate care and support to individuals experiencing homelessness.

• Assisted clients in accessing essential services and resources.
• Facilitated group activities that promoted social interaction and community building.
• Provided assistance to clients in accessing essential services and resources.
• Maintained accurate records of client interactions and service usage.
• Collaborated with team members to improve client support processes and workflows.
• Conducted intake assessments to determine client needs and eligibility for programs.
• Coordinated with local agencies to facilitate referrals and resource sharing.
• Trained new staff on support procedures and client engagement techniques.
• Developed informational materials to educate clients about available services.
• Resolved client inquiries promptly, ensuring a positive support experience.
• Documented customer interactions and contact information into company database.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Provided technical support to customers via phone and email.
• Provided guidance to junior members of the team on best practices.
• Coordinated with vendors for product ordering and delivery services.
• Ensured compliance with company policies regarding security protocols.
• Collaborated with internal teams to resolve escalated customer queries quickly.
• Created detailed reports of all service activities for management review.

• Meets AIRS ( Alliance of Information and Referral Systems) standards for certification as a CIRS-A (Aging) specialist answering inbound calls. Met walk-ins (in person or virtual) to DHS/AAA SeniorLine call center daily as scheduled. Provided customer service.
• Identified needs and provides callers and walk-ins with relevant accurate information. Provided assistance to access appropriate resources and programs to meet those using the Options/Person Centered Counseling approach. Conducted the intake interview while completing intakes for inhome services. Completes reports and documents for appropriate computer databases daily.

• Exercised command authority to create service plans and do case management for the transient homeless. Service plans will help with their immediate needs, as well as long-term plans.
• Case Management, worked with and trained volunteers for service in Outreach.
• Collaborated with a team that includes other organizations and LOL staff to address general homeless issues and build relationships with those who live in the street.
• Created partnerships with other social service agencies management.
• Gathered and recorded data for qualitative and quantitative analysis for both the County's homeless management system and LOL's in-house data management system.

• Management and quality assurance of all services provided to residents and guests in both housing and shelter programs. Provided resources and customer service.
• Supervised and developed the supportive services team to deliver evidence based, person centered, and strength-based programming aimed at improving health, wellness and stability of housing residents and shelter guests.
• Cooked meals daily for male residents.
• Group facilitator for life skills manageability classes for men resident.

• Compiled records and prepared reports. Monitored residential activities Performed general office clerical duties. Provided customer service. Administered drug and urine test for residents. Obtained knowledge of criminal justice system. Recruited applicants from criminal justice system. Served as the liaison for criminal court. Attended court hearing and supervised residents during court proceedings.

• Provided assessment.
• Organized and facilitated eight-week curriculum design for re-entry inmates.
• Worked with over one thousand inmates with a success rate of eighty percent.
• Job, housing, school.
• Referred clients to community resources and other organizations.
• Compiled records and prepared reports.