Ishiera Brooks
Mansfield,OH
Summary
Adept at strategic thinking and decision-making, I excelled at UnitedHealthcare by enhancing team coordination and emergency response efficiency. Leveraging skills in Microsoft Office and DSNP Navigation, I streamlined operations and improved client satisfaction, demonstrating a profound ability to manage crises and prioritize customer needs effectively.
Overview
20
20
years of professional experience
Work History
DSNP Navigator
UnitedHealthcare
Dublin, OH
04.2022 - Current
- Exercised strong decision-making skills during high-stress emergency scenarios while adhering to company policies and procedures.
- Streamlined communication between bridge team members, fostering a collaborative working environment for successful navigation.
- Educated clients on policy changes and updates, ensuring their understanding of insurance options.
- Find Community Resources for Members
- Assist members with Plans daily
- Help Members with Medicare and Medicaid Needs
Property Manager
United Church Services
Ashland, OH
11.2019 - 01.2022
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
Residential Youth Care Worker/Supervisory Specialist
Foundations For Living
Mansfield, OH
11.2004 - 06.2018
- Assisted residents in setting and achieving personal goals, empowering them to take ownership of their lives and make positive changes.
- Enhanced communication among staff and residents through regular meetings and feedback sessions.
- Conducted intake interviews with new clients to assess their needs effectively and develop appropriate care plans accordingly.
- Reacted to disturbances within facility by attempting to reason with residents and separating or implementing physical restraint or isolation.
- Maintained a safe residential space through regular inspections, risk assessments, and adherence to safety protocols.
- Organized events and workshops aimed at skill development for both residents and staff members alike.
- Taught clients to relate socially through use of daily routines and activities.
- Documented residents'' progress toward goals regularly, allowing for accurate tracking of growth over time.
- Assisted with daily living tasks for improved quality of life for each resident in the program.
- De-escalated destructive and impulsive youth behavior by assisting in finding positive alternate outlets.
- Promoted positive relationships among residents through conflict resolution techniques and team-building exercises.
- Utilized behavior management strategies consistently, creating an orderly environment conducive to personal growth for all residents.
- Conducted one-on-one behavior management counseling for clients by teaching coping techniques and giving guidance and support.
- Supported the educational goals of youth under my care by providing tutoring services as needed in various subjects areas.
- Facilitated transportation arrangements for appointments or outings, promoting social integration in the community.
- Oversaw medication administration according to prescribed schedules, ensuring proper dosages were given accurately while maintaining detailed records of such transactions.
- Participated actively in ongoing professional development opportunities to enhance my knowledge of best practices in youth residential care work continually.
- Fostered a supportive living environment by addressing residents'' emotional and behavioral needs.
- Increased resident participation in group activities by offering diverse recreational options tailored to their interests.
- Coordinated with external agencies for necessary resources and services, ensuring seamless continuum of care for each resident throughout their stay.
- Provided crisis intervention support when needed, ensuring resident safety and stability during challenging situations.
- Developed strong rapport with each resident under my care based on trust, empathy, understanding thus fostering therapeutic alliances that promoted healing.
- Improved residents'' well-being by developing and implementing individualized care plans.
- Collaborated with case managers, therapists, and other professionals to develop personalized treatment plans for optimal results.
- Completed clear and concise documentation of youth behavior and actions.
- Aided with crisis intervention by redirecting negative behaviors and offering peer counseling.
- Evaluated needs of youth and outlined measures to address.
- Assisted in proper evacuation of youth during emergency situations such as inclement weather.
- Utilized system model to teach youth life skills in accordance with individualized treatment plans.
- Attended Handle With Care trainings to enhance staff and youth safety during physical intervention.
- Assisted youth with obtaining resources such as food, clothing and shelter.
- Substituted in absence of teachers during school hours.
- Listened to clients' concerns and provided encouragement and support.
- Supported individuals dealing with mental health and emotional issues.
- Adapted counseling techniques to best suit individual needs of each client.
- Collaborated with other professionals to coordinate comprehensive care for clients.
- Designed safe and supportive environment for clients to discuss issues.
- Assisted clients in exploring feelings and understanding behaviors.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
- Assessed clients' needs to provide appropriate therapeutic interventions.
- Determined clients' risk of self-harm or other dangerous behaviors.
- Developed treatment plans to help clients build self-confidence and resilience.
- Facilitated group counseling sessions to support and encourage client growth.
- Educated clients on dangers of substance abuse and prevention techniques.
- Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
- Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).
- Assessed patient behavior, moods, and other responses to determine correct diagnosis and devise treatment plans.
- Provided emergency response in crisis situations to diffuse tensions and prevent violence.
- Supervised meetings with family members to help create support system for clients.
Education
No Degree - Business Management
The University of Akron
Akron, OH06.2005
High School Diploma -
Mansfield Senior High
Mansfield, OH 06.2001
Skills
- Decision-making capabilities
- Team Coordination Experience
- Emergency response training
- Basic First Aid Knowledge
- Customer service and assistance
- Strategic thinking skills
- Microsoft Office
- Account Management
- Organizing and Prioritizing Work
- Attention to Detail
- Data Entry
- Records Management
- Insurance Coverage Verification
- DSNP Navigation
Timeline
DSNP Navigator
UnitedHealthcare
04.2022 - Current
Property Manager
United Church Services
11.2019 - 01.2022
Residential Youth Care Worker/Supervisory Specialist
Foundations For Living
11.2004 - 06.2018
No Degree - Business Management
The University of Akron
High School Diploma -
Mansfield Senior High