ISABELLE BERTGES
New York,NY
Summary
I currently serve in a dual capacity as Director of Case Management for the Urban Outreach Center NYC and Director of Family and Community Ministries for Avenue Church NYC, two organizations that operate in close partnership under the same roof.
I hold a B.A. in Conflict Studies from Antioch University and bring extensive experience in domestic and international service, providing education, essential resources, project coordination, and long-term program support. My background includes work in positive youth development, humanitarian aid, and social services, with a focus on supporting underserved populations and strengthening community resilience. These experiences have developed my adaptability, cross-cultural fluency, and ability to achieve results in complex, high-pressure environments. A dual U.S.–German citizen, fluent in English and German and proficient in French, I bring a global perspective and a commitment to combining direct service, program development, and organizational leadership to create lasting impact for vulnerable communities.
Overview
2
2
years of professional experience
Work History
Director of Case Management
The Urban Outreach Center NYC
New York, NY
10.2025 - Current
- Oversee the weekly meal program in collaboration with the case management team
- Advocate for clients in coordination with external agencies
- Ensure compliance with government regulatory standards
- Build and maintain collaborative partnerships to connect clients with employment, medical, and housing resources
Director of Family and Community Ministry
Avenue Church NYC
New York, NY
10.2025 - Current
- Build partnerships with local organizations to enhance community impact
- Lead programs that strengthen family engagement and expand community and neighborhood outreach
- Manage funding proposals and initiatives that support growth, inclusion, and meaningful connection
- Facilitate community groups, including LGBTQ+, parenting, and young adult group
- Train and support community volunteers
- Oversee and coordinate monthly special programming
Case Manager
The Door - A Center Of Alternatives
New York, NY
08.2024 - 08.2025
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Navigated DYCD Online Portals such as CAPS and PTS.
- Completed NYCHA-Section8 application and housing process.
- Completed Supportive Housing (15/15, SMI) application and housing process.
- Conducted thorough assessments of clients' situations, identifying areas of improv, goals, and necessary interventions.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Conducted comprehensive Psychosocial Assessments.
- Completed Shelter Referrals (DHS, DYCD, drop-ins).
Youth Counselor
The Ali Forney Center
NYC, NY
03.2024 - 08.2024
- Used trauma informed and safeguarding strategies.
- Acted responsibly as mandated reporter.
- Developed strong rapport with youths, fostering open communication and trust for effective counseling sessions.
- Filed incident reports as necessary.
- Created safety plans with clients experiencing a mental health crisis.
- Improved emotional regulation in clients through teaching coping strategies and stress management techniques.
- Provided job counseling.
- Promoted a safe space by consistently enforcing rules while maintaining empathy towards each client's unique struggles.
- Managed crises effectively using de-escalation techniques, prioritizing safety while addressing the underlying emotional triggers for each incident.
- Maintained food security for clients.
- Conducted safety inspections.
- Filed daily updates and shift reports.
- Conducted new client intakes.
- Translated documents utilizing the French language when applicable.
- Evaluated progress of clients regularly through data analysis, adjusting counseling approaches as necessary for optimal results.
Education
Bachelor of Arts - Liberal Arts, Conflict Studies
Antioch University
08-2023
Associate of Arts - Drama
American Academy of Dramatic Arts
New York, NY03-2020
Skills
- Case management
- Relationship building
- Conflict resolution
- Client advocacy
- Community resources
- Needs assessment
- Crisis Management
- Trauma Informed Care
- Client safe-guarding
- Discharge planning
- Proactivity and Solution-Oriented
- Composure in challenging Environments
- Ability to adapt culturally
- Strong critical thinking skills
- Team Collaboration
- Managing and overseeing operations
- Volunteer Coordination
- Objectivity in decision-making and Judgment
- Strong attention to detail
- Accurate maintenance and processing of Databases
- Strong Communication and Writing Skills
- Handling inquiries via calls, mail, and emails
- Reliable deadline management
- Microsoft tools (Workspace, Outlook, Teams, Calendar, Docs Sheets, Slack, Drive, Slide, Meet)
- Sales Force Utilization
Affiliations
Serving as ruling elder/board member at Avenue Church NYC since 2025
Timeline
Director of Case Management
The Urban Outreach Center NYC
10.2025 - Current
Director of Family and Community Ministry
Avenue Church NYC
10.2025 - Current
Case Manager
The Door - A Center Of Alternatives
08.2024 - 08.2025
Youth Counselor
The Ali Forney Center
03.2024 - 08.2024
Associate of Arts - Drama
American Academy of Dramatic Arts
Bachelor of Arts - Liberal Arts, Conflict Studies
Antioch University