Heather Buckley
Saginaw,MI
Summary
Empathetic Client Services Specialist with a proven ability to assess needs, provide emotional support, and ensure access to vital resources. Skilled in active listening, problem-solving, and multitasking to facilitate positive client outcomes.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Client Services Specialist (CSS)
Bay-Arenac Behavioral Health
Saginaw, MI
10.2018 - Current
- Development of Individualized Plan Of Service (IPOS) to assist consumers in identifying their goals and accessing services.
- Complete Clinical Assessments, LOCUS Assessments, Periodic Reviews, Progress Notes, Contact Notes, and Discharge Summaries.
- Educate consumers on programs and services offered.
- Referrals and prior authorizations to services such as psychiatry, out-patient therapy, injectable medications, Opportunity Center (OC) Day Program, IPS Employment Program services, Psychological Testing, ACT Program, Telephonic Monitoring (TM).
- Refer out to other programs and/or providers when requiring a higher or lower Level Of Care (LOC).
- Assess mental status during contacts, assist consumers with presenting to local Emergency Departments (ED) for Mental Health Evaluation (MHE), and petitioning for police pick-up and/or working in coordination with Emergency Services (ES) department.
- Make APS/CPS reports and/or Recipient's Rights reports.
- Provide active/reflective listening, emotional support, encouragement, motivational interviewing, opportunities for ventilation, and validation of feelings.
- Linkage within the local community and nearby surrounding areas to assist with accessing shelter, housing, local pantries, pharmacy, local stores, SSA, banking, local courts, physical health care and mental health care.
- Assistance with MDHHS, SSA, and housing application paperwork.
- On-going collaborative work with MDHHS liaison to ensure consumers obtain and/or sustain state benefits.
- Provide information and education on community resources.
Case Manager
Saginaw Psychological Services, Inc.
Saginaw, MI
08.2016 - 10.2018
- Completed Psychosocial Assessments, LOCUS Assessments, Individualized Plans Of Service (IPOS), Periodic Reviews, Medicaid Deductible Reports (MDR), Discharge Summaries, Progress Notes, and Contact Notes.
- Direct one-on-one contacts with clients in order to assess suicidal/homicidal ideation/intent/plan, medication compliance or non-compliance, calling in safety/welfare checks, petitioning for further evaluation in crisis situations, and/or linking clients directly to their local Emergency Department (ED) when in crisis.
- Mandated reporting including APS/CPS reports when warranted.
- Record accurate documentation for purpose of transportation logs, productivity, and/or billable services.
- Provided clients with linkage in their community to access SSA, MDHHS, shelters, thrift stores, food pantries, church pantries, libraries, local AA/NA meetings, mental health care, physical health care, senior services, hospitals, and local organizations whom provide funding assistance.
- Assisted clients with obtaining or sustaining benefits and supportive programs which clients could benefit from.
- Monitoring of Specialized AFC and General AFC Home placements and care received.
Case Manager
First State Home & Hospice Care
Saginaw, MI
11.2014 - 08.2016
- Evaluated and assessed client needs and identified needs in patient's Plan Of Care with specific goals outlined.
- Completed Discharge Summaries for all patients after Plan Of Care objectives were completed.
- Collaborated with other healthcare professionals on a regular basis, and attended mandatory bi-weekly interdisciplinary team meetings with physicians, nurses, and administration personnel.
- Referred patients to community resources and service programs such as MI Choice Waiver, MDHHS Home Help Program, Meals on Wheels, and grief support groups.
- Maintained personal vehicle equipped with GPS to service patient's in the following counties; Saginaw, Bay, Arenac, Midland, Tuscola, and Gladwin counties. Primarily worked in Saginaw, Bay, and Tuscola county.
- Educated patients and their relatives on medical durable power of attorney for healthcare, living will, Aid & Attendance benefit, and funeral arrangements.
- Orient, train, and supervise college students completing internships within the agency.
- Facilitated special events such as farmer's markets, local senior picnics, bingo, and free manicures.
Internship - Diversion Program
10th Judicial Circuit Court - Family Division
Saginaw, MI
08.2013 - 05.2014
- Worked directly with first-time juvenile offenders (ages 12-17) and their families as an informal probation officer.
- Provided direct support counseling services and made referrals to community agencies based on client's needs.
- Conducted in person, home, and school contacts to ensure all requirements of the juveniles were being adequately followed.
- Observed clients in their environments and took notes which were typed and documented as case histories.
- Held court appointments, scheduled meetings, created treatment plans, calendars, letters, and other miscellaneous documents as needed.
- Obtained data regarding juveniles with upcoming hearings for the Senior Intake Officer through in-depth phone interviews using assessment sheets provided by Saginaw County Family Courts.
- Created specific court reports documenting offender information, case details, and other data for future use in court proceedings and as an official legal instrument.
- Witnessed and observed multiple courtroom hearings involving a wide variety of issues such as; child abuse and neglect, CSC charges, loss of parental rights, and adoption.
Student Observer - Field Work Observations
Operation Reach
Saginaw, MI
01.2012 - 04.2012
- Observed at-risk youth (ages 5-20) at the community center.
- Participated in after school tutoring, job searches, organization of donated goods, general cleaning, and unloading food items from the East Side Soup Kitchen.
Office Manager / Sales
CDI - Truck Driving School
Saginaw, MI
09.2006 - 03.2008
- Responsible for recruiting students through sales made both over the telephone and in-person, on-site, at agency offices.
- Accountable for all payments received, student files, admission paperwork, financial paperwork, and hiring one personnel staff.
- Notarized legal documents as needed for clientele.
- Representative speak for local Michigan Works! offices providing groups of 30-35 job seekers with company information and education on the truck driving industry.
- Responsible for payments made in cash for courses; collected and counted monies to submit to business owner(s).
- Placed radio and newspaper advertisements for upcoming recruitment events to publicly promote the company.
Education
Bachelor of Science - Social Work
Saginaw Valley State University
University Center, MI 05-2014
Skills
- Understanding client's needs
- Strong empathy
- Reliability
- Multitasking
- Interpersonal skills
- Active listening
- Problem-solving
- Documentation skills
- Remote work capabilities
- Service recommendations
- Calm and professional under pressure
- Software expertise in Pheonix, VDI, Sentrii, Hospicesoft, Devero, Microsoft Word, Power Point, Prezi, and Can Council Database
Certification
- Licensed Bachelors Social Worker - Present to 07/17/2027
Timeline
Client Services Specialist (CSS)
Bay-Arenac Behavioral Health
10.2018 - Current
Case Manager
Saginaw Psychological Services, Inc.
08.2016 - 10.2018
Case Manager
First State Home & Hospice Care
11.2014 - 08.2016
Internship - Diversion Program
10th Judicial Circuit Court - Family Division
08.2013 - 05.2014
Student Observer - Field Work Observations
Operation Reach
01.2012 - 04.2012
Office Manager / Sales
CDI - Truck Driving School
09.2006 - 03.2008
Bachelor of Science - Social Work
Saginaw Valley State University