Summary
Overview
Work History
Education
Skills
Timeline
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Jennifer Crouch

Ralston,NE

Summary

Accomplished Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at contributing to a wide variety of organizational needs through cross-functional collaboration, strategic planning and implementation, and process optimization. Skilled in efficiently learning and teaching new concepts and skills.

Overview

11
11
years of professional experience

Work History

Hotline Supervisor

Boys Town
11.2019 - Current
  • Provided training, support, evaluation, and direct supervision of crisis counselors to increase counseling skills and ensure quality service delivery to service recipients
  • Developed and delivered training curriculum, policies, and procedures including overseeing training of crisis counselors for web-based crisis counseling
  • Implemented new scheduling software for team of 100 employees.
  • Set and adjusted schedules to maintain optimal coverage and service levels
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Worked with management to develop strategic and tactical plans to meet contract requirements.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.

Program Support Staff/Social Work Practicum Student

Completely Kids
05.2023 - Current
  • Provided curriculum-based summer and after-school programming for youth.
  • Facilitated psychoeducational classes fto help clients develop social-emotional skills.
  • Educated clients and families on mental health, wellness and recovery topics.

Crisis Counselor

Boys Town
12.2012 - 10.2019
  • Resolved crisis situations through telephone, email, text and online chat counseling.
  • Utilized empathy, compassion, active listening, and collaborative problem-solving to support individuals dealing with mental health and emotional issues.
  • Collaborated with co-workers to ensure efficient and high-quality provision of services to clients
  • Demonstrated leadership through management and training of crisis counselors in the call room as a Senior Counselor

Hotline Associate

Boys Town
07.2012 - 12.2012
  • Served as the phone operator for calls coming into Boys Town from the greater community
  • Provided for the after hours needs of the patients of Boys Town physicians
  • Monitored the alarm system for the entire Home Campus and appropriately alerted authorities to any potential safety risks.

Education

Master of Divinity -

Aquinas Institute of Theology
St. Louis, MO

Bachelor of Arts - History, Sociology

Providence College

Master of Social Work – Foundation Level -

University of Nebraska At Omaha
Omaha, NE
2026

Skills

  • Workforce Management
  • Administrative Leadership
  • Supervising Employees
  • Performance Tracking and Evaluations
  • Strategic Thinking and Problem-solving
  • Microsoft product proficiency
  • Calabrio WFM tools
  • Program support

Timeline

Program Support Staff/Social Work Practicum Student

Completely Kids
05.2023 - Current

Hotline Supervisor

Boys Town
11.2019 - Current

Crisis Counselor

Boys Town
12.2012 - 10.2019

Hotline Associate

Boys Town
07.2012 - 12.2012

Master of Divinity -

Aquinas Institute of Theology

Bachelor of Arts - History, Sociology

Providence College

Master of Social Work – Foundation Level -

University of Nebraska At Omaha

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Jennifer Crouch