Heather Billings
Watertown,NY
Summary
Dedicated Direct Support Professional with extensive experience at Dpao, skilled in compassionate caregiving and crisis management. Successfully implemented individualized care plans, enhancing client independence and well-being. Proven ability to build strong relationships and advocate for clients, ensuring their dignity and safety while promoting community integration and personal growth.
Overview
32
32
years of professional experience
Work History
Direct Support Professional/Assistant Manager in Training
Dpao
05.2025 - Current
- TerAssisted individuals with daily living activities, promoting independence and personal growth.
- Implemented individualized care plans to address specific needs and preferences of clients.
- Monitored client progress and reported changes in behavior or health to appropriate team members.
- Collaborated with multidisciplinary teams to enhance service delivery and support client goals.
- Trained new staff on best practices for direct support and client interaction techniques.
- Provided emotional support and encouragement, fostering positive relationships with clients.
- Maintained accurate documentation of client activities, ensuring compliance with regulatory standards.
- Developed recreational activities tailored to individual interests, enhancing engagement and quality of life.
- Maintained clean, safe, and well-organized patient environment.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Assisted disabled clients to support independence and well-being.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
- Monitored progress and documented patient health status changes to keep care team updated.
- Improved client self-sufficiency through teaching essential skills such as meal preparation, housekeeping, and financial management.
- Advocated for clients'' rights within the broader community, raising awareness about issues affecting those with disabilities.
- Served as a reliable point of contact for family members, maintaining open lines of communication about client progress and addressing any concerns promptly.
- Conducted daily documentation of clients' progress and incidents, maintaining accurate and up-to-date records.
- Trained new staff on best practices in direct support, elevating overall quality of care provided.
- Led team meetings to align objectives and foster collaboration among diverse staff members.
- Supervised daily operations to ensure compliance with company policies and procedures.
- Mentored junior staff, promoting professional growth and knowledge sharing within the team.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Trained new staff on best practices in direct support and safety protocols, promoting a cohesive team environment.
- Facilitated recreational activities, fostering social interaction and improving client engagement.
- Monitored and documented client progress, ensuring adherence to care plans and reporting any changes.
- Provided individualized support, enhancing daily living skills for clients with disabilities.
- Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
- Managed crisis situations effectively, maintaining calm and ensuring safety of clients and staff.
- Advocated for clients' needs and rights in various settings, enhancing their quality of life.
- Assisted with personal care tasks, respecting clients' dignity and promoting self-reliance.
- Provided emotional and practical support to individuals, fostering positive and supportive living environment.
- Enhanced communication skills of non-verbal clients using alternative communication devices.
- Administered medication under supervision, ensuring adherence to healthcare plans.
- Improved clients' daily living skills with hands-on teaching and encouragement, promoting independence.
- Enhanced individual care plans by collaborating closely with healthcare professionals, ensuring tailored support for each client.
- Supported clients in managing their finances and personal administration, fostering greater independence.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
Personal Care Assistant
CDPAP
04.2022 - Current
- Assisted clients with daily living activities, ensuring comfort and safety.
- Implemented personalized care plans to meet individual client needs.
- Coordinated communication between clients, families, and healthcare professionals.
- Monitored client health and reported changes to appropriate stakeholders.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Built strong relationships with clients to deliver emotional support and companionship.
- Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Adapted quickly to new client situations, building rapport through active listening skills and an empathetic approach towards individual needs.
- Contributed to a positive home atmosphere by engaging clients in conversation and recreational activities tailored to their interests.
- Enhanced client well-being by assisting with daily activities such as bathing, dressing, and grooming.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Maintained current knowledge of best practices in personal care through ongoing professional development opportunities.
- Maintained detailed documentation of client progress, sharing updates with family members and healthcare providers as necessary.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Promoted independence with structured routines and clear communication to support clients in their daily lives.
Assistant Manager, Customer Service
Dollar General
10.2022 - 05.2023
- Developed training programs to enhance team skills and improve customer service standards.
- Implemented customer feedback systems to identify areas for service enhancement.
- Analyzed customer service metrics to drive strategic initiatives and improve satisfaction rates.
- Led daily operations ensuring adherence to quality and efficiency standards.
- Mentored junior staff, fostering a collaborative environment and enhancing team performance.
- Established best practices for conflict resolution to enhance overall customer experience.
- Provided exceptional support to management, assisting in daily operations and decision-making processes.
- Managed inventory levels effectively, reducing waste while ensuring availability of necessary products/services at all times.
- Created a positive work environment for staff members, promoting teamwork and employee morale.
- Improved customer satisfaction by addressing and resolving customer complaints in a timely manner.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Kept accurate records to document customer service actions and discussions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Created and reviewed invoices to confirm accuracy.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Personal Care Assistant
Rcil
10.2018 - 09.2020
- Provided personal care services, enhancing clients' daily living activities and promoting overall well-being.
- Assisted in medication management, ensuring adherence to prescribed schedules and monitoring side effects.
- Developed individualized care plans by collaborating with healthcare professionals to address specific client needs.
- Trained new staff on best practices for client interactions and safety protocols, fostering a supportive work environment.
CNA
Samaritan medical center
01.2011 - 07.2018
- Monitored vital signs, ensuring accurate documentation and timely reporting to nursing staff.
- Collaborated with healthcare team to develop individualized care plans for patients.
- Educated patients and families on health management and post-discharge instructions.
- Provided compassionate patient care, assisting with daily activities and personal hygiene.
- Implemented infection control measures to maintain a safe patient environment.
- Trained new staff on proper care techniques and compliance with safety protocols.
- Assisted in maintaining medical records, ensuring accuracy and confidentiality of information.
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
CNA
Mercy
10.1998 - 01.2011
- Provided patient care and assistance with daily living activities to enhance comfort and well-being.
- Monitored vital signs and reported changes in patient conditions to nursing staff for timely interventions.
- Assisted with mobility and rehabilitation exercises, promoting physical independence among patients.
- Maintained accurate patient records, ensuring compliance with healthcare regulations and standards.
Nanny
Lena Bain
05.2010 - 12.2010
- Supervised daily activities, ensuring safety and well-being of children.
- Developed engaging educational activities to promote cognitive growth and creativity.
Direct Support Professional
JRC
06.1994 - 04.2010
- Provided individualized support to clients in daily living activities.
- Assisted in developing and implementing personalized care plans for clients.
- Collaborated with interdisciplinary teams to ensure comprehensive client care.
- Monitored client progress and reported changes to healthcare professionals.
Education
Associate of Science - Medical Coding And Billing
Anthem College
Arizona City, AZ09.2011
Skills
- Time management
- First aid and safety
- Behavior redirection
- Compassionate caregiving
- Medication administration
- Behavioral management
- Client documentation
- Housekeeping tasks
- Decision-making support
- Health and safety requirements
- Relationship building
- Direct patient care
- Transportation
- Patient care
- Appointment scheduling
- Disability awareness
- Client transportation
- ADL support
- Goal setting
- Social skills development
- Team collaboration
- Crisis management
- Patient management
- Progress documentation
- Patient assessments
- Individualized support planning
- Safety monitoring
- Community integration
- Care plan management
- Medical records management
- Transportation assistance
- Indirect patient care
- Nutrition
- Care delivery
- Report generation
- Self-advocacy training
- Problem-solving
- Medical office administration
- Multitasking and organization
- Daily living support
- Empathy and patience
- HIPAA compliance
- Active listening
- Adaptability and flexibility
- Case documentation
- Verbal and written communication
- Positive reinforcement
- Behavioral support
- Client advocacy
- Conflict resolution
- Record keeping
- De-escalation techniques
- Self-care promotion
- Mobility assistance
- Report writing
- Cultural awareness
- Emotional intelligence
- Healthcare
- Infection control procedures
- Hygiene assistance
- Health services
- Charting and documentation
- State regulations
- Compassionate client care
- Client safety and first aid
- First aid and CPR
- Personal care assistance
- CPR certification
- Fast learner
- Critical thinking
- First aid certification
- Medication management
- Attentive to people
- Ability to lift
- Cooking meals
- Certified in CPR/AED
- CPR/AED
- Vitals monitoring and documentation
- Decision-making
- Clear communication
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Direct Support Professional/Assistant Manager in Training
Dpao
05.2025 - Current
Assistant Manager, Customer Service
Dollar General
10.2022 - 05.2023
Personal Care Assistant
CDPAP
04.2022 - Current
Personal Care Assistant
Rcil
10.2018 - 09.2020
CNA
Samaritan medical center
01.2011 - 07.2018
Nanny
Lena Bain
05.2010 - 12.2010
CNA
Mercy
10.1998 - 01.2011
Direct Support Professional
JRC
06.1994 - 04.2010
Associate of Science - Medical Coding And Billing
Anthem College