JESSICA AVICHAL
West New York,NJ
Summary
Compassionate and dedicated professional with a master's degree in social work for over 7 years. Possesses specialized skills in crisis intervention, and extensive experience working within a contact center setting. Excels at empathy, communication, and effective problem-solving skills.
Utilizing a strengths-based approach, empowering clients to their right to self-determination. Specializes in psychodynamic and cognitive-behavioral therapy.
Overview
9
9
years of professional experience
Work History
Quality Improvement Specialist
Vibrant Emotional Health - H2H Contact Center
New York, NY
01.2022 - Current
- Developed and implemented comprehensive strategies to assess, monitor, and improve the quality of contact center services by completing a certain percentage of call monitoring for counselors, and peer support specialists within the contact center. Call monitoring was conducted using our own contact center call monitoring form.
- Conducted thorough investigations and compiled detailed reports of all contact center complaints via funders, EthicsPoint, and/or received internally.
- Trained new hires on best practices in order to promote a culture of continuous improvement within the organization, fostering empathy, respect, and competence.
- Conducted reviews of quality improvement plans to identify areas for improvement, and ensure compliance with funder regulations.
- In constant communication with senior management, offering input and strategies on ways to strengthen existing programs, and/or incorporate new strategies to replace old ones.
- Maintained an up-to-date record of all relevant documents and materials related to department activities, in order to ensure compliance and accountability.
Senior Counselor, Low-Risk Follow-Up
Vibrant Emotional Health - H2H Contact Center
New York, NY
10.2020 - 12.2021
- Conducted data analysis to identify individuals who meet the threshold for familiar and frequent contacts across calls, chats, and texts.
- Assisted the Quality Improvement Department in completing profiles for familiar and frequent contacts, identifying appropriate strategies to navigate more challenging contacts.
- Provided training and technical assistance to staff as needed.
- Completed monthly reports as required.
- Recommended program design modifications, as needed, to ensure the program supports innovations in mental health.
- Provided evidence-informed information and referral, brief supportive counseling, crisis intervention, and suicide prevention support to callers and/or chat/text visitors who are in emotional distress.
- Completed frequent caller follow-up as required.
- Conducted assessments in accordance to program policies & procedures.
- Utilized the resource referral database to provide information and referral assistance to callers seeking mental health and substance abuse services.
- Provided follow-up to high-risk callers reporting suicidal and/or homicidal thoughts and behaviors.
- Managed interactions to ensure appropriate level of support is provided in efficient manner.
- Adhered to policies & procedures for each service offered by program.
- Accurately and efficiently documented client interactions.
Mental Health Crisis Counselor
Vibrant Emotional Health - H2H Contact Center
New York, NY
06.2017 - 10.2020
- Provided crisis intervention, supportive counseling, and case management to individuals in distress by conducting a thorough, comprehensive biopsychosocial assessment.
- Built and maintained a strong rapport with individuals who called the contact center in times of crisis and/or required support.
- Clinically assessed mental health treatment history, current mental health conditions, symptoms, and impairments to levels of functioning. Identified the appropriate level of care based on the presenting concerns.
- Collaborated with other services, such as the Administration for Children's Services, and Adult Protective Services, to name a few. Referred clients who presented in a psychiatric crisis to mobile crisis response, either due to unwillingness, or inability, to connect to care.
- Assisted in training new hires to ensure a seamless transition within the workplace.
- Psychoeducated clients on anger management techniques, relaxation skills, impulse control, social skills and emotional regulation skills.
Graduate Counseling Intern
The Door- A Center of Alternatives
New York, NY
08.2016 - 05.2017
- Assisted in securing and conducting intake appointments.
- Utilized various modalities, including psychodynamic, family systems, and cognitive-behavioral therapy.
- Responded to crisis situations when mental health and/or behavioral issues arose, to ensure and aid in effective de-escalation.
- Conducted outreach, advocacy, and case management services for new and existing clients.
- Specialized in serving clients who have experienced depression, anxiety, homelessness, abuse/neglect and/or substance use.
Education
Master of Social Work - Social Work
Adelphi University
New York, NY05.2017
Bachelor of Arts - Social Work
Rutgers University
New Brunswick, NJ05.2016
Skills
- Exceptional problem solver
- Safety and risk assessments
- Developing relationships
- Solution-focused counseling
- Crisis intervention
- Client goal planning
- Individual and group therapy
- Case management
Interests
- Hospice Volunteer at St. Barnabas Hospital
- Peer Mentor for College Students on the Autism Spectrum
- Teacher’s Aide at Rutgers Livingston Day Care Center
Timeline
Quality Improvement Specialist
Vibrant Emotional Health - H2H Contact Center
01.2022 - Current
Senior Counselor, Low-Risk Follow-Up
Vibrant Emotional Health - H2H Contact Center
10.2020 - 12.2021
Mental Health Crisis Counselor
Vibrant Emotional Health - H2H Contact Center
06.2017 - 10.2020
Graduate Counseling Intern
The Door- A Center of Alternatives
08.2016 - 05.2017
Master of Social Work - Social Work
Adelphi University
Bachelor of Arts - Social Work
Rutgers University
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