Summary
Work History
Overview
Education
Skills
Certification
Accomplishments
References
Languages
Work Availability
Interests
Timeline
AssistantManager
Haydee Fuentes

Haydee Fuentes

Summary

Experienced senior manager skilled in effectively directing program operations, including administration, supervision, and outreach. Passionate leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Expertise in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Proficient in multitasking to achieve challenging goals. Leveraging broad experience in establishing and directing residential programs, offering instruction in higher education, and providing clinical expertise successfully. Skilled staff developer, empathic speaker, presenter, and trainer. Strong problem-solving abilities and excellent communication skills. Committed to contributing to team success and achieving positive results. Ready to take on new challenges and advance organizational objectives with dedication and enthusiasm. Advanced language proficiency and fluency in English and Spanish facilitate effective communication across diverse populations.

Work History

Supervisor Clinical Call Specialist

The Providencia Group
02.2024 - 09.2024
  • Oversaw daily operations of the National Call Center, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to provide clinical guidance and maintain team efficiency.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Responsible for supervising and providing diversified clinical guidance to nine leads and sixty-nine call specialists.
  • Developed and provided training on Safety Plans including but not limited to Self-Injurious Behavior, Trafficking, Sexual and Physical Abuse, Mood Disorders, etc.
  • Provided consultation on reports to CPS, Police authorities and NCMEC.

Program Director

Dynamic Service Solutions
11.2021 - 02.2024
  • Responsible for 180 culturally diversified shelter staff and 100 male adolescents ages 13-17 from around the world.
  • Provided ongoing direction and leadership for program operations: Clinical (Master and doctoral level therapists), Medical, Educational, Direct Care, Facilities, Laundry, Janitorial, Security, Kitchen, Prevention of Sexual Abuse (PCAN) and Training.
  • Mentored team for professional development, while allowing autonomy for personal growth, resulting in increased productivity and job satisfaction.
  • Designed customized training programs to enhance staff knowledge and skills in key areas of responsibility.
  • Delivered outstanding program results by setting clear objectives and proactively addressing potential challenges.
  • Established strong partnerships with stakeholders.
  • Coordinated budgeting, scheduling and resource allocation to facilitate smooth flow of operations.
  • Developed strategic plans to ensure successful program operations ensuring that KPI's were met or exceeded.
  • Provided leadership in developing innovative approaches to meet program goals in alignment with the organization's strategic objectives.
  • Developed staff's mission and challenge of the 3C's: to be Collaborative, Cohesive and Caring.
  • Ensured compliance with organizational standards, applicable State laws and Office of Refugee Resettlement regulations.
  • Reviewed and approved weekly and quarterly reports required by our Stakeholder.
  • Created and initiated a Mentorship program and training component to assist with employee retention and professional growth.
  • Recruited, trained and developed staff and volunteers to upgrade collective team skills and achieve program goals.
  • Developed and implemented policies and procedures and program evaluation systems to assess program impact.

Assistant Program Director

Dynamic Service Solutions
09.2019 - 10.2021
  • Initiated an unaccompanied children's residential 100-bed capacity shelter for male youth ages 13-17.
  • Served as Interim Program Director.
  • Responsible for creation of program logistics including acquisition of state licensure, development of program structure, policies, procedures and protocol, management of hiring practices, training, and team development.
  • Interviewed and hired fresh staff members.
  • Established positive and successful relationships with the ORR Project Officer, Federal Field Specialist(s), and Case Coordinator(s).
  • Exceeded productivity, quality and customer service standards by resolving problems, completing audits, identifying trends and determining system improvements.
  • Led project teams towards successful completion of milestones within set timelines, enhancing overall program effectiveness.
  • Successfully applied for grants to secure additional funding sources, expanding program resources and sustainability.
  • Collaborated with department leads and supervisors to establish program goals and objectives.
  • Supervised a Clinical team of eight clinicians and two lead clinicians, working closely with Triage Medical teams.
  • Developed training materials and conducted orientation sessions for new program staff.
  • Participated in weekly team meetings to discuss progress on projects and initiatives.
  • Prepared reports summarizing project performance data for submission to our stakeholder.
  • Implemented changes in procedures as requested by our stakeholders.
  • Facilitated strong relationships with community partners, collaborating on initiatives to improve program reach and impact.
  • Created a welcoming environment for clients by designing inclusive spaces that foster collaboration and learning opportunities.

Adjunct Professor

Trinity International University
01.2002 - 09.2019
  • Taught undergraduate and graduate level courses: Counseling Skills, Educational Psychology, Marriage and Family, Intro to Psychology, Interpersonal Skills, Ethics in Counseling, Human Sexuality, Life Assessment, Psychology of Learning, Adult Development, Abnormal Psychology (Psychopathology), Group Counseling and Process, Counseling Internship and Practicum.
  • Developed and implemented course syllabi, lesson plans, and assessments.
  • Built relationships with students, mentoring on personal, professional and academic goals while providing coaching on effective study habits.
  • Implemented different teaching styles to meet the needs of diverse student population.
  • Collaborated with other faculty members in developing curricula for courses taught at multiple campuses.
  • Utilized a variety of instructional strategies to meet diverse learning needs.
  • Mentored students on academic and career aspirations, providing guidance that led to significant improvements in their academic performance and career choices.
  • Created positive and safe learning environment for students by setting and enforcing classroom code of conduct.
  • Evaluated student performance using appropriate assessment techniques and provided timely feedback.
  • Cultivated strong relationships with colleagues, participating in interdisciplinary initiatives aimed at enhancing the academic experience for students.
  • Fostered collaborative learning environment, encouraging student participation and critical thinking through thoughtfully designed group projects and discussions.
  • Analyzed student feedback to identify areas for improvement, leading to targeted enhancements that increased course effectiveness and student satisfaction.

Clinical Supervisor, Administrator

His House Children's Home
01.2013 - 01.2019
  • Acting Program Director during COO's absence.
  • Coordinated all clinical services for males and females ages four through 17 in a 166-bed capacity ORR residential facility.
  • Provided direction, supervision of clinical licensure hours and training for all clinical staff.
  • Collaborated with multidisciplinary teams to coordinate care for clients with complex needs, ensuring comprehensive support was provided across all domains of life functioning.
  • Created and revised policies, procedures, guidelines, goals, and objectives relating to mental health and behavioral management issues.
  • Created age-appropriate psycho-educational group material and provided mediation and conflict resolution in complex cases.
  • Prepared and conducted agency-wide staff training and program enrichment curriculum for new hires and current staff from varying departments.
  • Provided clinical expertise and guidance in administrative meetings and staffing to the Administration, case management and medical teams ensuring safe release of minors with their respective sponsors.
  • Collaborated with the Post Release and Post 18 department supervisors to ensure positive outcomes.
  • Responded to crisis situations with calm and professional approach to optimize support.
  • Managed clinician caseloads effectively, ensuring timely assessments, treatment planning, and progress monitoring.
  • Offered lectures and multicultural material and PREA Orientation for staff, sponsors, clients and parents.
  • Administrator lead for COA (Council on Accreditation) recertification.
  • Reviewed and audited the UC Portal clinical entries to ensure timely and accurate representation of cases and up-to-date documentation.
  • Ensured compliance with related federal, state, and local regulations, as well as with the ORR policies and procedures.
  • Facilitated the implementation of new evidence-based practices within the therapeutic team, resulting in improved treatment outcomes.
  • Coordinated with mental healthcare providers and external partners to offer comprehensive care solutions, addressing all aspects of client's mental health.
  • Conducted performance evaluations for clinical staff, identifying areas for development and implementing targeted training programs.
  • Responded to client complaints and concerns, restoring trust and maintaining clinical reputation for quality care.

Clinician

His House Children's Home
01.2010 - 01.2013
  • Provided individual counseling, therapeutic family sessions and group therapy to unaccompanied children and foster children.
  • Conducted initial assessments, including mental status exams, to determine appropriate level of care for clients.
  • Developed and implemented individualized treatment plans to meet the needs of clients.
  • Provided crisis intervention services in a timely manner to ensure safety of clients.
  • Increased minor's level of functioning and emotional stability until safe reunification with perspective sponsor was complete.
  • Completed Individual Service Plans (ISP's) and monthly case summaries for clients.
  • Collaborated with program directors, case managers, home study specialists and attorneys to develop the best course of action for minors' reunification plans.
  • Provided individual counseling, family therapy and therapeutic supervised visits for children and their families for dependency caseload.
  • Assisted in court proceedings as expert witness for court-mandated cases.
  • Performed risk assessment evaluations for suicidal or homicidal ideation.
  • Coordinated referrals with external providers when needed for additional services.
  • Provided psycho-educational support to families by educating them about their loved one's diagnosis and treatment plan.
  • Monitored treatment regimens to determine efficacy and adjusted according to results achieved.
  • Monitored minors with acute conditions for changes, improvements or need for further intervention.

Private Practice Mental Health Counselor

– Self Employed
01.2006 - 01.2011
  • Expertise in Trauma, PTSD, Anxiety, Depression, Bereavement, Relational Issues and Co-morbidity.
  • Developed strong rapport with clients, cultivating trusting relationships that fostered therapeutic progress.
  • Conducted thorough intakes and assessments to identify presenting concerns accurately and develop an appropriate course of action.
  • Tailored treatment approaches based on cultural sensitivity considerations for a diverse clientele base.
  • Continuously expanded professional knowledge by attending relevant workshops, conferences, and training events in the mental health field.
  • Enhanced client well-being by utilizing evidence-based counseling techniques and tailoring treatment plans to individual needs.
  • Implemented psychoeducational interventions to help clients understand the nature of their mental health issues more fully.
  • Educated families on available resources and coping strategies to better support their loved ones mental health journey.
  • Provided crisis intervention to ensure client safety and appropriate follow-up care.
  • Utilized various therapeutic modalities such as person-centered therapy, ACT therapy, and solution-focused brief therapy to meet the unique needs of each client.
  • Promoted self-awareness among clients by encouraging introspection while exploring thoughts, feelings, behaviors, values, and beliefs systems.
  • Served as a liaison between clients and other medical professionals coordinating psychiatric evaluations or medication management.
  • Fostered resilience among clients through teaching adaptive coping mechanisms, stress reduction techniques, and self-care strategies.
  • Increased client satisfaction by consistently providing empathetic, non-judgmental support during therapy sessions.
  • Maintained detailed case notes and documentation to track client progress over time accurately.
  • Attended trainings to participate in continued education to maintain professional competence and ethical standards.
  • Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
  • Stayed current on mental health research to follow new developments and research in mental health field.

Director of Counseling, Administrator

Dade Christian School
01.2001 - 01.2011
  • Initiated, coordinated, and evaluated school-wide counseling services and activities for students in K-3 through 12th grade, teachers, and staff.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Provided clinical assistance, emotional and spiritual support to 1000+ students and families, alumni and 125+ faculty and staff members.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Conducted needs assessments and developed program objectives to benefit students, parents, and staff.
  • Provided crisis intervention when needed, utilizing appropriate resources.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Ensured compliance with applicable laws and regulations concerning mental health care.
  • Advised senior management on best practices for school organization.
  • Collaborated with other departments within the organization to ensure effective service delivery.
  • Provided consultation to other schools in the community and participated in special speaking engagements
  • Improved team morale and productivity by implementing comprehensive professional development program.
  • Sponsored and directed Florida Association of Christian Schools and Colleges Brain Bowl Competition and led 'Helping Hands,' a ministry-based community service high school student group,
  • Class sponsor, Sunday school teacher for girls (ninth-12th grades), and Choir member.
  • Supervised interns working at the agency who are pursuing degrees in psychology or social work.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
  • Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
  • Served as a liaison between departments, fostering open communication channels that improved overall organizational function.

Overview

24
24
years of professional experience
13
13

Certifications

Education

Master of Arts - Counseling Psychology

Trinity International University
Miami, FL

Bachelor of Arts - Interpersonal & Group Communications

Trinity International University
Miami, FL

Skills

  • Program Development
  • Transformational Leadership
  • Staff Management
  • Policy & Procedure Implementation
  • Training and Mentoring
  • Performance Standards and Analysis
  • Strategic Planning
  • Goal-Oriented
  • Budget Administration
  • Regulatory Compliance
  • Partnership Development
  • Collaboration

Certification

  • Licensed Mental Health Counselor Qualified Supervisor (2008)
  • Licensed National Board-Certified Professional Counselor in Mental Health (2004)
  • Licensed Professional Counselor LPC (2021)
  • Jurisprudence Exam Certification (2023)
  • Sexual Offender Treatment Provider (2022)
  • Food Services Manager Texas State Certification (2021)
  • Licensed Childcare Administrator, LCCA (2021)
  • CPI Nonviolent Crisis Intervention (2018)
  • CPR (2018)
  • Certified Clinical Trauma Professional (2018)
  • Florida Medicaid Program (2015)
  • Florida Department of Children & Families (2013)
  • Specialized Mental Health Practitioner (2008)

Accomplishments

  • Honorary Educational Leader and Mentor, National Youth Leadership Forum (2008)
  • Claes Nobel Educator of Distinction (2007)
  • Dade Christian School Employee of the Quarter (2007)
  • Cervantes Award for Outstanding Hispanic Community Service, Nova Southeastern University (2004)

References

  • Mr. Michael Gonzalez
  • Dr. Susan Robinson

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests

Mentoring, music, dancing

Timeline

Supervisor Clinical Call Specialist

The Providencia Group
02.2024 - 09.2024

Program Director

Dynamic Service Solutions
11.2021 - 02.2024

Assistant Program Director

Dynamic Service Solutions
09.2019 - 10.2021

Clinical Supervisor, Administrator

His House Children's Home
01.2013 - 01.2019

Clinician

His House Children's Home
01.2010 - 01.2013

Private Practice Mental Health Counselor

– Self Employed
01.2006 - 01.2011

Adjunct Professor

Trinity International University
01.2002 - 09.2019

Director of Counseling, Administrator

Dade Christian School
01.2001 - 01.2011

Master of Arts - Counseling Psychology

Trinity International University

Bachelor of Arts - Interpersonal & Group Communications

Trinity International University

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Haydee Fuentes