Summary
Overview
Work History
Education
Skills
Professional Training
Timeline
Generic

Heather Reid

Summary

Certified Peer Recovery Specialist with a deep commitment to supporting individuals through crisis. Helping people in their most vulnerable moments is more than a job—it's my calling. Eager to return to frontline work where I can make a direct, meaningful impact and reconnect with the human experience that drives my passion.

Overview

17
17
years of professional experience

Work History

Quality Care Coordinator

Centerstone
10.2023 - Current
  • Conducted monthly audits of individual crisis specialists to ensure help seekers contacting the 988 Lifeline received high-quality care, highlighting strengths and identifying opportunities for improvement
  • Monitored crisis specialists' performance to assess service quality, identify training needs, and support their growth
  • Proven ability to work effectively in a remote environment while maintaining strong communication and collaboration with team members across various roles and shifts
  • Assessed staff competency, documented performance, and recommended targeted improvements
  • Contributed to the implementation of quality improvement plans, policies, and operational guidelines
  • Collaborated with staff to create Independent Learning Plans and Performance Improvement Plans for crisis specialists requiring additional support
  • Performed silent monitoring of live crisis chats to ensure adherence to best practices and service standards
  • Documented and reported compliance issues, deviations from standards of care, and quality assurance concerns
  • Escalated critical issues and concerns to clinical leadership for timely resolution
  • Served as liaison between quality care, training, leadership, program management, and clinical teams
  • Implemented policies and procedures aligned with organizational quality standards

Crisis Specialist

Centerstone
07.2022 - 10.2023
  • Handled incoming chats and texts from individuals in emotional distress through the 988 Suicide and Crisis Lifeline, providing immediate support and crisis intervention
  • Consistently met or exceeded all key performance indicators (KPIs), including weekly and monthly answer rates, status compliance, suicide risk screening accuracy, and audit scores
  • Maintained composure and professionalism in high-stress situations, offering a supportive, non-judgmental presence
  • Collaborated with individuals in crisis to build personalized safety plans, following strict protocols for intervention
  • Provided service linkage and referrals to appropriate programs, services, and community resources
  • Demonstrated advanced clinical knowledge and adhered to ethical and clinical standards in compliance with accreditation requirements
  • Utilized active listening, motivational interviewing, and collaborative problem-solving to foster connection and reduce risk
  • Communicated effectively across written, verbal, and virtual platforms to support individuals in crisis and coordinate care
  • Accurately documented all interactions using the appropriate platform, supporting continuity of care while following all policies and procedures
  • Proven ability to work effectively in a remote environment while maintaining strong communication and collaboration with team members across various roles and shifts

Certified Peer Recovery Specialist

JourneyPure
02.2022 - 05.2022
  • Facilitated peer support groups, enhancing recovery strategies and fostering community engagement.
  • Maintained strict adherence to HIPAA and confidentiality protocols
  • Documented case management activities to ensure accurate and timely records
  • Provided compassionate, face-to-face support to individuals in crisis
  • Tracked and recorded participation in treatment and recovery services
  • Offered active listening and emotional support to individuals expressing concerns
  • Supported individuals experiencing mental health and emotional challenges
  • Demonstrated cultural competence and sensitivity in all interactions
  • Strengthened relationships with community partners, enabling better access to resources and support services for clients
  • Encouraged clients' sense of responsibility for their recovery journey by teaching them essential coping strategies and relapse prevention techniques

Recovery Coach

JourneyPure
07.2020 - 01.2021
  • Facilitated peer support groups, enhancing recovery strategies and fostering community engagement.
  • Maintained strict adherence to HIPAA and confidentiality protocols
  • Documented case management activities to ensure accurate and timely records
  • Provided compassionate, face-to-face support to individuals in crisis
  • Tracked and recorded participation in treatment and recovery services
  • Offered active listening and emotional support to individuals expressing concerns
  • Supported individuals experiencing mental health and emotional challenges
  • Demonstrated cultural competence and sensitivity in all interactions
  • Strengthened relationships with community partners, enabling better access to resources and support services for clients
  • Encouraged clients' sense of responsibility for their recovery journey by teaching them essential coping strategies and relapse prevention techniques

Warrants & Records Clerk

Rutherford County Sheriff's Office
08.2008 - 05.2020
  • Delivered empathetic customer service, including de-escalation of emotionally charged individuals in a public-facing lobby environment
  • Accurately received and receipted large volumes of cash for court-ordered cash bonds, ensuring financial accountability
  • Independently processed hundreds of criminal and civil record expungements daily in compliance with court orders
  • Maintained strict adherence to company policies and government regulations regarding data oversight and confidentiality
  • Managed and reconciled incoming and outgoing criminal and civil warrants, confidential documents, and resolved discrepancies with precision

Education

Certified Peer Recovery Specialist -

TN Department of Mental Health And Substance Abuse Services

Master Certified Addiction Coach - Addiction Recovery

World Coach Institute
03-2022

Certified Wellness Coach - Health And Wellness

World Coach Institute
09-2021

Certified Addiction Recovery Coach - Addiction Recovery

World Coach Institute
09-2021

Certified Professional Coach - Coaching

World Coach Institute
09-2021

GED -

Riverdale High School
Murfreesboro, TN
01-2007

Skills

  • Quality assurance
  • Motivational interviewing
  • Collaborative peer support
  • Active listening
  • Crisis intervention
  • Cultural awareness
  • Empathy and compassion
  • Coaching and mentoring

Professional Training

  • Fundamentals of Crisis Counseling – 988 Suicide and Crisis Lifeline
  • Essential Skills in Crisis Counseling – 988 Suicide and Crisis Lifeline
  • Assessing Safety and Suicide Risk – 988 Suicide and Crisis Lifeline
  • Imminent Risk of Suicide – 988 Suicide and Crisis Lifeline
  • Crisis Conversations on Chat and Text – 988 Suicide and Crisis Lifeline
  • Cultural Responsiveness in Crisis Counseling – 988 Suicide and Crisis Lifeline
  • Responding to Thoughts of Violence – 988 Suicide and Crisis Lifeline
  • Substance Use and People in Crisis – 988 Suicide and Crisis Lifeline
  • Follow-Up on the 988 Lifeline – 988 Suicide and Crisis Lifeline
  • Counseling on Access to Lethal Means – Zero Suicide Institute
  • Understanding and Minimizing Cultural Bias for Paraprofessionals – Relias
  • Identifying & Addressing Non-Suicidal Self-Injurious Behavior in Children – Relias
  • Non-Suicidal Self-Injurious Behavior in Adults – Relias
  • Improved Performance with Coaching – Relias
  • How to Engage Family Members in Crisis Planning – Relias
  • Medical Conditions Associated with Mental Illness – Relias
  • CSSRS: Columbia Suicide Severity Rating Scale – Relias
  • Improving Clinical Competency Through an Understanding of Military Culture – Relias
  • Cultural Awareness and Humility – Relias
  • Duty to Warn – Relias
  • The Trevor Project's CARE Training– Relias
  • Therapeutic Options: De-escalation- Tier 1 Verbal Skills – Relias
  • Verbal De-escalation Strategies – Relias
  • Peer Support for Co-Occurring Disorders – Relias
  • Human Trafficking 101 – Relias
  • Confidentiality in the Treatment of Substance Use Disorders – Relias
  • Evidence-based Practices Used in Peer Support– Relias
  • Best Practices in Suicide Screening and Assessment– Relias
  • The Art and Science of Communication – Relias
  • Ethics for Peer Supporters – Relias
  • Ethics for the Peer Supporter: Boundaries & Confidentiality – Relias
  • Self-Disclosure and Your Recovery Story – Relias
  • Documentation for the Peer Supporter – Relias
  • Communication Skills for the Peer Supporter – Relias
  • Understanding Recovery – Relias
  • Leveraging Emotional Intelligence – Relias
  • Facilitating Great Groups – Relias
  • Addictions: Motivational Interviewing – Relias
  • Addictions: Client Engagement Strategies – Relias
  • Barriers to Recovery – Relias
  • Foundations of Recovery – Relias
  • Facilitating Access to Community Resources – Relias
  • Maintaining Professional Boundaries – Relias
  • The 12 Step Model – Relias
  • Introduction to Recovery Coaching – Relias
  • Introduction to Health Coaching – Relias
  • Coaching Techniques that Inspire Coachees to Action– Relias
  • Integrating Peer Support in Behavioral Health Settings– Relias
  • Crisis Intervention Techniques – Relias
  • Working More Effectively with LGBTQ+ Children and Youth – Relias
  • Addressing Suicide in Adolescents and Transition Age Youth – Relias
  • Suicide-Specific Interventions and Best Practices – Relias
  • Cultural Competence – Relias
  • Active Engagement – Relias
  • Exploration – Relias
  • Imminent Risk – Relias
  • Safety Planning – Relias
  • Common Substances and Treatment of Substance Use Disorders– Relias
  • Introduction to Cultural Variations in Behavioral Health for Paraprofessionals – Relias

Timeline

Quality Care Coordinator

Centerstone
10.2023 - Current

Crisis Specialist

Centerstone
07.2022 - 10.2023

Certified Peer Recovery Specialist

JourneyPure
02.2022 - 05.2022

Recovery Coach

JourneyPure
07.2020 - 01.2021

Warrants & Records Clerk

Rutherford County Sheriff's Office
08.2008 - 05.2020

Certified Peer Recovery Specialist -

TN Department of Mental Health And Substance Abuse Services

Master Certified Addiction Coach - Addiction Recovery

World Coach Institute

Certified Wellness Coach - Health And Wellness

World Coach Institute

Certified Addiction Recovery Coach - Addiction Recovery

World Coach Institute

Certified Professional Coach - Coaching

World Coach Institute

GED -

Riverdale High School