IYANNA CUMMINGS

Conduct intake interviews and comprehensive assessments for justice-involved clients to determine immediate and long-term service needs.
• Develop and implement individualized service plans addressing mental health, substance use, housing instability, and trauma history.
Provide ongoing one-on-one counseling and voluntary referrals to internal and community-based resources, ensuring follow-through and client engagement.
Deliver appointment reminders and follow-up support to promote court compliance and client accountability.
Respond to high-risk client situations with timely crisis intervention strategies, in collaboration with supervisory staff.
• Maintain accurate, real-time documentation of all client contacts and progress in internal systems to ensure data integrity and compliance.
• Collaborate with external agencies, including court advocates, reentry programs, and housing providers, to support client needs and facilitate care coordination.
Promote a trauma-informed, strengths-based approach to client relationships, prioritizing empathy, dignity, and empowerment.
Participate in case conferences and team meetings to support holistic client care, and continuous quality improvement.

Conducted intake assessments for justice-involved and veteran clients, identifying immediate needs and long-term goals across areas such as housing, mental health, employment, and substance use.

• Developed individualized, strengths-based case plans to support client stabilization and voluntary service participation.
• Facilitated timely referrals and follow-ups to internal and external programs, ensuring service access and continuity of care.
• Collaborated with external agencies, including housing providers, clinical teams, and support services, to address barriers and improve outcomes.
• Provided crisis intervention and de-escalation support as needed, promoting safety and trust with high-risk clients.
• Maintained up-to-date documentation in internal databases, ensuring accurate reporting for compliance and accountability.
• Participated in multidisciplinary team discussions to enhance care coordination and optimize program resources.
• Advocated on behalf of clients in navigating public systems, legal issues, and service access challenges.

• Conferred with customers by telephone or in person to provide information about services
• Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
• Kept records of customer interactions or transactions, recording details of inquiries as well as actions taken
• Resolved service or billing complaints by exchanging merchandise, refunding money, or adjusting bills
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Provided exceptional customer service with empathetic listening and effective problem-solving skills.

• Monitored employees for proper protocol and procedure adherence and follow up training
• Documented and record financial reports and inventory lists
• Ensured staff utilized POS systems to process cash and debit or credit card payments and transactions
• Gave customers advice about sales and promotions and recommended the best products to customers
• Used upselling techniques to increase, set and attain store sales and sales goals
• Ensured staff cleaned and restocked the store throughout the day, before opening and after closing
• Assisted customers in locating products and making informed purchasing decisions based on their needs and preferences.
• Trained new employees on store policies, procedures, and sales techniques to enhance their performance.
• Enhanced store appearance with regular maintenance, cleaning, and organization of merchandise areas.