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, MNSome College (No Degree) - Sociology
Hibbing Community College
Hibbing MinnesotaSkills
- 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