Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Accomplishments
Timeline
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Gretchen Gonzales

Albuquerque,New Mexico

Summary

  • Compassionate Community Heath Worker with 6 years of experience in fast-paced crisis environment.
  • Committed to helping community.
  • Strong community connections with members' experiencing instability.
  • Improved members' wellness through hands-on support while exhibiting kindness and compassion.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Case Manager

Heading Home
ALBUQUERQUE, New Mexico
08.2021 - Current
  • Assessed clients' needs, developed service plans and monitored progress towards goals.
  • Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
  • Provided crisis intervention support for clients in emergency situations.
  • Conducted home visits to assess the safety of living environments for clients.
  • Developed individualized care plans with input from clients and their families.
  • Maintained accurate case records and documentation according to agency guidelines.

Leader of Healing and Substance Use Groups

Sagebrush Church
Albuquerque, New Mexico
01.2019 - Current
  • Leader of a twenty-six week program-women's addiction group

Airline Customer Service Agent

Southwest Airlines
ALBUQUERQUE, New Mexico
07.1999 - Current
  • Greeted passengers and provided information about departure and arrival times.
  • Assisted customers with ticketing, seating, and baggage handling requirements.
  • Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
  • Communicated effectively with other departments to ensure the best customer experience possible.
  • Performed check-in procedures for both domestic and international flights.
  • Verified passenger documentation ensuring compliance with applicable laws and regulations.
  • Ensured all boarding passes were printed accurately prior to flight departure time.
  • Processed refunds, exchanges, and upgrades when necessary.
  • Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
  • Checked luggage for proper weight distribution according to aircraft specifications.
  • Coordinated with ground crew personnel on arrival and departure procedures for each flight.
  • Advised passengers of any changes or delays in their scheduled flights.
  • Maintained cleanliness of work station by disposing trash properly and restocking supplies as needed.
  • Provided first aid assistance to passengers if needed during flight or while waiting at airport terminal.
  • Assisted customers with ticket purchases, trip planning, pricing and scheduling.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.

UNM Community Health And Pathways Case Management

UNM Community Health
Albuquerque, New Mexico
01.2021 - 08.2021
  • Helped vulnerable individuals navigate complex social service systems.
  • Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
  • Contacted clients in person, by phone, or in writing to ensure compliance with required or recommended actions.
  • Lead Case Management team in a calm manner into action during crisis situations.
  • Used critical thinking to break down problems, evaluate situations and solutions with compassion and kindness, and make quick decisions.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Worked flexible hours: night, weekend, and holiday shifts.

Case Manager/Residential House Manager

New Day Shelter
ALBUQUERQUE, New Mexico
06.1995 - 07.1999
  • Assessed clients' needs, developed service plans and monitored progress towards goals.
  • Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
  • Provided crisis intervention support for clients in emergency situations.
  • Collaborated with medical professionals to coordinate treatment plans for clients.
  • Participated in interdisciplinary team meetings to discuss treatment options.
  • Coordinated transportation services for clients who lacked access to reliable transportation.
  • Supported family members by providing information on local support groups.

Education

Some College (No Degree) - Mass Communications

Bemidji State University
Bemidji, MN

Some College (No Degree) - Sociology

Hibbing Community College
Hibbing Minnesota

Skills

  • Records Management
  • Case Management
  • Health History Documentation
  • Client Advocacy
  • Community Outreach
  • Needs Assessment
  • Conflict Resolution
  • Intervention Plans
  • Organization and Multitasking
  • Home Visits and Inspections
  • Relationship Building
  • Documentation And Reporting
  • Case Documentation
  • Problem-Solving
  • Case Planning
  • Resource Management
  • Decision-Making
  • Community Resources
  • Progress Evaluations
  • Client assessment
  • Positive Attitude
  • Crisis Intervention
  • Case Needs Assessment
  • Emotional awareness
  • Client empowerment

Certification

  • Comprehensive Community Support Services Certification

Affiliations

  • 9 year member of Sagebrush Community Church
  • Addiction Group Leader for women
  • Group Leader for learning boundaries
  • Community Volunteer for Lobo Cancer Gala

Accomplishments

  • Multiple customer commendations for outstanding customer service at Southwest Airlines

Timeline

Case Manager

Heading Home
08.2021 - Current

UNM Community Health And Pathways Case Management

UNM Community Health
01.2021 - 08.2021

Leader of Healing and Substance Use Groups

Sagebrush Church
01.2019 - Current

Airline Customer Service Agent

Southwest Airlines
07.1999 - Current

Case Manager/Residential House Manager

New Day Shelter
06.1995 - 07.1999

Some College (No Degree) - Mass Communications

Bemidji State University

Some College (No Degree) - Sociology

Hibbing Community College

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Gretchen Gonzales