Joseph J. Fields
Bear,USA
Summary
The Compassionate Case Manager guides and counsels clients in navigating systemic processes and paperwork. Drives access to resources through continued networking and research into community offerings. Advocates on the client's behalf to remove barriers and foster quality outcomes. Resourceful Call Specialist known for high productivity and efficient task completion. Possess specialized skills in customer service, conflict resolution, and data entry. Excel in communication, problem-solving, and adaptability, ensuring seamless interaction with clients and team members.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Call Specialist
Rockford Center
Newark, DE
09.2025 - Current
- Answered high-volume inbound calls from clients, families, healthcare providers, and community agencies in a mental health crisis setting.
- Conducted brief phone assessments to identify immediate safety concerns, mental health symptoms, and level of care needs.
- Utilized risk-assessment tools to screen for suicidal ideation, self-harm, psychosis, and other crisis indicators.
- Provided supportive listening, de-escalation, and crisis intervention using trauma-informed communication techniques.
- Determined appropriate next steps and coordinated referrals to inpatient, outpatient, emergency, and community resources.
- Documented all calls thoroughly and accurately in the electronic health record (EHR) following hospital policies and confidentiality standards (HIPAA).
- Collaborated with nurses, clinicians, psychiatrists, and case managers to relay urgent information and ensure client safety.
- Triaged calls in order of urgency while maintaining a calm, professional demeanor in stressful situations.
- Educated callers on hospital programs, mental health services, intake procedures, and safety planning.
- Scheduled intake assessments, diagnostic evaluations, and follow-up appointments as needed.
- Worked with law enforcement, EMS, and mobile crisis teams to coordinate welfare checks or emergency responses.
- Maintained strict confidentiality while handling sensitive and crisis-related information.
- Supported continuous quality improvement by reporting patterns of concern, system delays, or client safety risks.
- Demonstrated strong customer service by ensuring callers felt heard, respected, and guided toward appropriate care.
Residential Coordinator
Conexio Care
Claymont, DE
01.2025 - Current
- Developed and implemented comprehensive residential program policies and procedures to ensure the safety, well-being, and growth of residents.
- Managed a team of 50 staff members in providing support services to residents, including counseling, case management, and life skills training.
- Educated staff members on relevant regulations governing residential programs, ensuring compliance at all times.
- Conducted regular staff meetings/training sessions on topics such as trauma-informed care techniques or cultural sensitivity awareness.
- Participated in staff recruitment, selection, training, and performance evaluation processes.
- Ensured compliance with all relevant health and safety regulations within the residential facility.
- Maintained confidentiality of resident information in accordance with privacy laws and ethical guidelines.
- Created and maintained schedules for a team of 50 employees, ensuring optimal coverage and efficient use of resources.
- Utilized scheduling software to input employee availability, time-off requests, and shift preferences.
- Monitored schedule adherence and made necessary adjustments to accommodate unexpected absences or changes in workload.
- Served as the main point of contact for employees regarding schedule-related inquiries or concerns.
Case Manager
Conexio Care
Claymont, DE
06.2023 - 01.2025
- Accomplishes clients' care by assessing treatment needs; developing, monitoring, and evaluating treatment plans and progress; facilitating interdisciplinary approaches; monitoring staff performance.
- Admits new clients by reviewing records and applications; conducting orientations.
- Determines clients' requirements by completing intake interviews; determining need for therapeutic medical, psycho-social, and psychiatric evaluations; reviewing therapist evaluations, treatment objectives, and plans.
- Establishes treatment programs by setting schedules and routines; coordinating services being provided; arranging resources, including transportation and escort.
- Monitors cases by verifying clients' attendance; observing and evaluating treatments and responses; advocating for needed services and entitlements; obtaining additional resources; intervening in crises; providing personal support.
- Maintains clients' records by reviewing case notes; logging events and progress.
- Communicates clients' progress by conducting weekly interdisciplinary meetings and evaluations; disseminating results and obstacles to therapeutic team and family; identifying treatment influences.
Peer Specialist
RI International
Newark, DE
11.2021 - 07.2023
- Involved in the implementation of Common Ground, as relevant.
- Individuals who have been admitted to the hospital are visited by me.
- Answers a 24-hour hotline and provides help to those who are served in times of need.
- Attend meetings with interdisciplinary teams.
- Attends all individuals for whom s/he is providing assistance as well as anyone who has expressed an interest in obtaining peer support to the treatment team.
- Three guiding concepts are followed.
- Learning vs. assisting
- Individual versus relationship
- Fear versus hope and possibility
- Helps service users develop relationships and work through anxiety and stress by working side by side with them to build connections that support recovery.
- Responsible for determining an individual's perspective of the world and how they see themselves in it.
IOP Counselor
NET Centers/NET Community Care
Wilmington, DE
05.2023 - 06.2023
- Responsible for facilitating Intensive Outpatient or individual sessions and assessments as determined by and according to program standards.
- Prepares materials for facilitating sessions and or groups.
- Maintains client files according to program standards.
- Initiates and develops treatment planning goals through contact with clients, family, colleagues, and other staff.
- Evaluates the behavioral and emotional needs of clients and family members.
- Communicates with referral sources and company representatives.
- Manages client files by having appropriate documents within the allowable time frames.
- Attends meetings regarding client's progress.
- Conducts insurance reviews, including documentation.
- Collects client co-pays.
- It is scheduled for 40 hours per week as needed by the program, with a minimum average of 25 billable sessions per week.
- Attends training, staff meetings, and supervision as needed and according to program standards.
- Maintains a safe, orderly, and therapeutic physical environment for clients, including crisis intervention.
- Maintains ethical boundaries with clients.
- Ability to support other programming in the office as needed and as appropriate.
- Other duties as deemed necessary.
SHIFT LEAD/ASSISTANT SITE SUPERVISOR
ALLIED UNIVERSAL
Milford, DE
05.2016 - 11.2021
- Patrol areas and check doors, gates, and windows for signs of unauthorized entry; Watch for irregularities (such as fire hazards, leaking water pipes, lights left on, equipment malfunctions, unlocked security doors) and report incidents or problems to the appropriate authority.
- Record times of inspections and presence of authorized persons; Observe and report; Monitor computer alarm systems, closed-circuit television (CCTV) systems, and communicate by radio with mobile units to attend alarms.
- Assist the public and clients - other duties as assigned.
- As an Assistant Site Supervisor, I built and maintained relationships with clients and employees at these sites.
- I've trained, developed, and retained staff; coordinate needed support services and solved problems that affected the management of the account and service delivery excellence; met or exceeded operational, and compliance goals; worked with alongside with a site supervisor and officers to ensure high-quality customer service; maintained and oversaw weekly operating schedules and payroll for assigned security personnel; provided after-hour response at my client sites on their shift, including site inspections, emergency response, and discipline issues.
Internship Student
Office of the Governor - State of Delaware
Dover, DE
09.2019 - 01.2020
- As an intern, I'm printing out Proclamations, using the Auto-Pen, Handling incoming calls and other communications, greeting clients and visitors as needed, Performing general office clerk duties and errands.
- Creating, maintaining, and entering information into databases.
- Attend meetings and conference calls as needed, performing regular administrative responsibilities such as covering the front desk, filing, and copying documents - help Program Coordinators in developing agendas for weekly meetings.
- I also work beside my advisor doing some Legislative Liaison assignments like: Collect and analyze internal and external data sources.
- Helping to perform Policy analysis.
- Conduct research on current and proposed policies.
- Recommend policy, operational, or other solutions for consideration.
- Prepare materials for workshops, presentations, reporting, and other support materials as needed.
- I also helped the Strategic Operation in: Defining the scope of projects and articulate issues.
- Plan timelines and identify resource needs for projects.
- Collect and analyze internal and external data sources.
- Recommend policy, operational, or other solutions for consideration.
- Prepare materials for workshops, presentations, reporting, and other support materials as needed.
Campaign Manager/Communication Director/Campaign Treasurer
Richard Cooper Presidential Campaign
Dallas, TX
04.2019 - 07.2019
- As a Campaign Manager, I have overseen all aspects of the campaign, including day-to-day operations, the hiring, and management of staff, the coordination and implementation of the fundraising operations and ongoing coordination with the candidate.
- I was also responsible for creating and managing the campaign budget.
- As the Communications Director that was in charge of all of the campaign's interactions with the media.
- I build relationships with some of the press and Podcast, I communicated with them as the principal spokesperson, set up interviews, and identify media opportunities for the campaign.
- I helped with writing and develop campaign literature, draft speeches for the candidate, and I created the campaign web site for 2020 and 2024 unfinished website.
- I was a pro-active thinker and good strategist.
- I'm also the Campaign Treasurer I oversaw the financial and accounting aspects of the campaign.
- I monitor all contributions, maintain financial records, and are responsible for compliance with the relevant election board.
- As part from the candidate, my name is filed with an election authority, and I had no experience in accounting or finance.
SHIFT LEAD SECURITY OFFICER
SECURITAS SECURITY SERVICES
Dover, DE
10.2010 - 06.2016
- Patrol areas and check doors, gates, and windows for signs of unauthorized entry.
- Watch for irregularities (such as fire hazards, leaking water pipes, and lights left on, unlocked security doors) and report incidents or problems to the appropriate authority.
- Record times of inspections and presence of authorized persons; Observe and report; Monitor computer alarm systems, closed-circuit television (CCTV) systems.
Education
Master's degree - Psychology
University of Phoenix-Online Campus
Phoenix, AZ05-2027
Bachelor's - Psychology
SOUTHERN NEW HAMPSHIRE UNIVERSITY
Manchester, NH05.2024
Skills
- Event Planning
- Training & development
- Budgeting
- Report writing
- Healthcare management
- Logistics
- Administrative experience
- Payroll
- Clerical experience
- Evaluations
- Communication skills
- Typing
- Quality assurance
- Behavior management
- Teaching
- Microsoft Access
- Time management
- Crisis intervention
- Supervising experience
- Management
- Productivity software
- Recruiting
- Addiction counseling
- Analysis skills
- Computer operation
- Payroll management
- Dispatching
- Working with people with developmental disabilities
- Employee evaluation
- Search engines
- Word
- Social work
- Experience with individuals with mental health conditions
- Guest relations
- Policies and procedures
- Shift management
- Applicant screening
- Relationship management
- Documentation review
- Applied behavior analysis
- databases
- Compensation and benefits
- Negotiation
- Public relations
- Microsoft Outlook
- Working with people with autism
- Computer skills
- Leadership
- CCTV
- Crisis intervention counseling
- Team member
- Mental health counseling
- Project coordination
- Discharge planning
- Resident's rights
- Customer relationship management
- Strategic planning
- Windows
- Interviewing
- Microsoft Outlook calendar
- Working with people with disabilities
- Supply chain
- Intake
- Records management
- Behavioral health
- Attention to detail
- Empathy
- Crisis management
- Case management
- Writing skills
- Clinical documentation improvement
- Presentation skills
- Cash handling
- Cash register
- Shift supervisor
- Safety plans
- Loss prevention
- Surveillance
- Motivational interviewing
- Security
- Microsoft Office
- Google Docs
- Office experience
- Care plans
- Customer service
- Medicare
- Call center experience
- Client services
- Human resources
- Experience with individuals who have substance use disorders
- Training delivery
- Treatment planning
- Trauma-informed care
- Client advocacy
- Team management
- Risk assessment
- Confidentiality compliance
- Analytical
- Problem-solving skills
- Patience and tact
- Stress tolerance
- Goal oriented
- Resolving issues
- Gathering information
- Client needs assessment
- Verbal and written communication
- Service descriptions
- Appointment scheduling
- Client retention strategies
- Warm calling
- Persuasive strategies
Certification
- Guard Card, 12/01/17 to 12/01/21
- Driver's License
- CPR Certification
- First Aid Certification
- Security Guard License, 12/01/17 to 12/01/21
- Clinical Social Worker
Languages
English
Additional Information - Skills And Abilities
- Microsoft Word
- Leadership
- Strategic Planning
- Writing
- Time Management
- Decision-Making
- Self-Awareness
- Self-Control
- Relationship Management
- Integrity
- Dependability
- Professionalism
- Creativity
Timeline
Call Specialist
Rockford Center
09.2025 - Current
Residential Coordinator
Conexio Care
01.2025 - Current
Case Manager
Conexio Care
06.2023 - 01.2025
IOP Counselor
NET Centers/NET Community Care
05.2023 - 06.2023
Peer Specialist
RI International
11.2021 - 07.2023
Internship Student
Office of the Governor - State of Delaware
09.2019 - 01.2020
Campaign Manager/Communication Director/Campaign Treasurer
Richard Cooper Presidential Campaign
04.2019 - 07.2019
SHIFT LEAD/ASSISTANT SITE SUPERVISOR
ALLIED UNIVERSAL
05.2016 - 11.2021
SHIFT LEAD SECURITY OFFICER
SECURITAS SECURITY SERVICES
10.2010 - 06.2016
Master's degree - Psychology
University of Phoenix-Online Campus
Bachelor's - Psychology
SOUTHERN NEW HAMPSHIRE UNIVERSITY