Jennifer O'Toole
Richland,WA
Summary
Professional with a strong background in case management, ready to make a significant impact. Proven ability to collaborate with teams and adapt to changing needs, excelling in client assessment, resource coordination, and crisis intervention. Reliable and results-focused, with a steadfast commitment to achieving positive outcomes. Utilizing personal experiences of overcoming incarceration, homelessness, addiction, and mental health challenges, brings a unique perspective that fosters empathy and understanding in work.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Case Manager
Grace Collective
01.2024 - Current
- Work with clients to build skills necessary for independent living, self-advocacy, treatment engagement, and social participation
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Assisted incarcerated individuals with their reintegration into society.
- Provided case management and resource navigation to provided smooth transition from incarceration to independent living.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
Certified Peer Support Specialist
Catholic Charities
03.2023 - 02.2024
- Provided Peer Support services-per SAMSHA best practice guidelines-to assist persons living in Catholic Charities housing units
- Teached clients how to navigate a variety of community-based services and organizations
- Empower clients to problem solve and find their own solutions
- Provided consistency and support to promote client progress and accountability
- Modeled personal responsibility, self-advocacy, and hopefulness
- Assisted clients in developing and maintaining personalized wellness plans, guiding them in setting achievable goals for improved mental health outcomes.
- Enhanced client recovery by providing emotional and practical support in both group and one-on-one settings.
- Developed strong rapport with clients, fostering a trusting environment to encourage open communication about personal challenges and goals.
- Improved the quality of care for clients by actively participating in treatment planning meetings and offering insights from a peer perspective.
Family Peer Counselor
Lutheran Community Services Northwest
07.2022 - 03.2023
- Provide peer support on a one to one basis, in peer support groups, in the community such as the peer's home, meetings, court rooms
- Demonstrate respect for and build on the values, preferences, beliefs, culture, and identity, of the child/youth and family, and their community
- Provide parent, guardian, and/or youth with resources to community programs
- Share my lived experience to give hope and advocate for families well being
- Input accurate and on time documentation of meetings with families
- Enhanced cultural competence by attending trainings on diversity issues within the mental health field.
- Served as a liaison between clients and healthcare providers, promoting continuity of care across different settings.
- Integrated a strengths-based approach into my practice, promoting an increased sense of self-efficacy and resilience in clients.
Housing Specialist
MRJN Associates
01.2021 - 07.2022
- Maintained accurate records of client interactions, ensuring confidentiality and efficient case management.
- Answered client questions about lease and rental agreements and advocated on behalf of client needs.
- Helped clients find permanent or temporary housing.
- Coordinated with local agencies to provide housing and prevent homelessness.
- Explained rental and housing regulations to clients and helped each discover best options for housing.
- Assisted applicants in filling out housing applications and verifying assets.
Production Associate
Grace Kitchen
12.2020 - 01.2021
- Maintained a flexible approach to work assignments, willingly cross-training in other areas to support changing production needs.
- Boosted team morale, fostering a collaborative work environment through open communication and consistent feedback.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
Indirect Sales Manager
AT&T
10.1999 - 09.2016
- Leveraged CRM tools effectively to track leads, monitor deal progression, and manage pipelines for the indirect sales team.
- Fostered a positive work environment that encouraged teamwork, open communication, and continuous learning among team members.
- Built relationships with customers and community to establish long-term business growth.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Education
Bachelor of Science - Applied Management
Columbia Basin College
Pasco, WA09-2025
Skills
- Effective Client Management
- Effective Resource Management
- Comprehensive Case Documentation
- Cultivating Strong Relationships
- Individualized counseling
- Experience-Based Mental Health Perspectives
Certification
- CPR/AED Certification
- First Aid Certification
- Salesforce
- Microsoft Word
- Mental Health First Aid Certification – Mental Health First Aid USA.
- LEAN 101
- Atlas Free Trauma Training
Timeline
Case Manager
Grace Collective
01.2024 - Current
Certified Peer Support Specialist
Catholic Charities
03.2023 - 02.2024
Family Peer Counselor
Lutheran Community Services Northwest
07.2022 - 03.2023
Housing Specialist
MRJN Associates
01.2021 - 07.2022
Production Associate
Grace Kitchen
12.2020 - 01.2021
Indirect Sales Manager
AT&T
10.1999 - 09.2016
Bachelor of Science - Applied Management
Columbia Basin College
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