Karen Gaines
Summary
Conscientious professional with extensive experience advocating for social and economic well-being of individuals and families. Skilled at providing guidance, support and assistance. Strong communication and management skills and committed to inspiring community service.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Case Manager
The Genesis Project
08.2022 - Current
- The Genesis Project is a residential group home for abused boys in DHS custody, ages 6-12
- Utilized trauma-informed approach to promote healing and empowerment for clients.
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
- Developed and implemented safety plans for clients at risk of harm to provide protection.
- Evaluated treatment plans against individual goals and healthcare standards.
- Provided evidence-based therapeutic interventions and crisis management to clients to lessen negative on physical, mental and emotional wellbeing.
- Provided leadership, guidance and support to staff members.
- Partnered with local organizations to expand access to social and community services.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- The goal of the Genesis Project is to prepare each child for a long-term family placement
- Treatment is individualized in order to address specific needs unique to each child
- Positive behaviors are reinforced to build self-esteem and encourage a sense of accomplishment
- The Genesis Project utilizes evidence-based trauma-informed treatments and therapies and training methods
- We follow the six guiding principles to a trauma-informed approach including safety, trustworthiness and transparency; peer support, collaboration and mutuality; empowerment and choice; and cultural, historical and gender issues
- The case manager provides social services for clients with responsibilities including, but not limited to admission assessments, placement services, individual and group counseling, casework services to clients and families, liaison with DHS staff and development of treatment plans, reviews and discharge plans.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Participated in community events to promote services and engage with public.
Home Childcare Provider
Kingston's Castle
11.2020 - Current
- Keep records of activities of children
- Prepare and serve meals, snacks, and drinks to children
- Administer medications in the event of need
- Provide counseling and therapy to aggressive and disabled children
- Organize recreational activities as well as contribute to the same
- Educate children in health and good hygiene habits such as eating, resting, and toileting
- Read to children and help them with simple paintings, drawings, handicrafts, and songs
- Organize and store toys and supplies in order to organize activity areas.
- Maintained clean and organized living and play areas to promote child health and safety.
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
- Developed engaging activities to help children learn and grow.
- Met with parents about daily activities, positive developments, and issues.
- Established and followed stable routine for children to meet emotional and developmental needs.
- Assisted with toileting, dressing and hygiene to meet child's personal needs.
- Encouraged and supported self-help skills to establish independence.
- Encouraged children's emotional and social development.
- Developed individualized care plans for children based on individual needs.
- Encouraged positive behavior by setting clear expectations and providing consistent discipline.
- Assisted in potty training and toilet hygiene.
- Developed lessons and activities to promote children's physical and emotional development.
- Documented children's growth and development.
Customer Service Associate II
Southwest Airlines
06.2016 - 11.2020
- This position was responsible for providing excellent customer service by handling information inquiries, reservations, ticketing, passenger check-in, baggage check-in, aircraft preparation and problem resolution for all Advanced Airlines (AA) passengers and potential passengers/guests.
Program Coordinator II
Oklahoma Health Care Authority
10.2012 - 03.2018
- Assisting members with insurance provided by the state of Oklahoma
- Assisting members with premium assistants, applications, documents required for program, documenting paper work, and eligibility inquires
- Assist in the development of short and long term plans for programs, monitor progress, assure adherence and evaluate performance
- Assist in design of performance objectives and implement and monitor programming to meet desired outcomes
- Develop yearly outreach plan according to program needs and capacity
- Ensure database(s) maintenance which include(s) participant and prospect information and mailing list
- Organize and establish meetings on regular basis with designated individuals to foster positive relationships.
- Provided ongoing direction and leadership for program operations.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Developed and maintained relationships with external partners to facilitate program operations.
- Collaborated with other program coordinators to achieve consistency in program objectives and services.
- Created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to participate productively.
- Kept program-related data accurate, up-to-date and easily accessible for accessibility.
- Analyzed program data by tracking and reporting program outcomes to identify areas of improvement.
- Tracked and reported expenses accurately to manage program budgets.
- Organized and managed program development from conception through successful execution.
- Developed program marketing and outreach strategies to increase awareness and attract new participants.
- Provided technical support to staff with necessary resources to carry out duties successfully.
- Motivated and directed staff to align operations with organizational mission using appropriate training initiatives and presentations.
- Coordinated program logistics to keep all relevant materials and equipment available and in good condition.
- Monitored programming schedules, conformance to guidelines and quality.
- Created and enforced programming standards to maintain compliance with regulatory requirements.
Receptionist
Locke Supply Main Office
03.2011 - 05.2012
- Answer phone calls, note down specific information or record as voice messages, transfer calls to different staff and ensure that no calls go unanswered
- Schedule appointments buyers and answer all questions that the vendor may have about meeting times with the buyers
- Answer all questions of guests
- Guide guests about general location of rooms and various blocks in the building
- Maintain records and include any suggestions from visitors to improve our company
- File paper work.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Maintained confidentiality of information regarding clients and company.
- Answered central telephone system and directed calls accordingly.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Operated multi-line telephone system to answer and direct high volume of calls.
Customer Service Representative
Convergys - DirecTV
06.2010 - 08.2010
- Duties included receiving in-bound customer service calls and providing excellent customer service assistance
- This includes: Assisting customers with any questions or concerns they might have involving billing or product information
- Technical support requiring service and product trouble shooting, with great speed, professionalism, and accuracy
- Performing data entry using up-to-date software programs.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
Retail Customer Service Representative
Old Navy
04.2007 - 05.2008
- Duties include providing excellent customer service as it relates to clothing apparel and accessories
- This includes: Professionally greeting each customer and assisting them by recommending, selecting, and locating merchandise based on their needs and desires
- Maintaining knowledge of current sales, promotions, and policies regarding payment and exchanges
- Ticket, arrange, and display merchandise to promote sales
- Operate Cash Register and assist in merchandise returns and exchanges.
- Fulfilled customers' special requests for merchandise and delivery times.
- Attended to customer complaints and processed product return or replacement requests.
- Unloaded delivery trucks and safely transported goods from stockroom to assigned floor.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Recommended appropriate services to customers and helped overcome objections with persuasive communication style.
- Assisted customers in making informed purchase choices and selecting products.
- Upsold and cross-sold customers on available products and services, consistently exceeding sales targets with proactive strategies.
- Monitored customer feedback and made adjustments to improve service quality.
- Operated office-type machinery and binding equipment to efficiently support retail customers.
Education
Pursuing Bachelor's Degree - Psychology
Mid-America Christian University
Oklahoma City, OK12.2024
No Degree - General Studies
Redlands Community College
El Reno, OKHigh School Diploma -
Choctaw High School
Choctaw, OK05.2009
No Degree - A Child Development Associate (CDA) Credential
Caddo Kiowa Technology Center
Fort Cobb, OK10.2022
Skills
- Eligibility Assessments
- Medical Records Management
- Staff Training
- Program Development
- Social Work
- Progress Evaluation
- Direct Patient Care
- Annual Case Reviews
- Community Resources
- Case Planning and Management
- Trauma-Informed Care
- Case Management Tracking
Certification
- MAB (August 2022 to Present)
MAB teaches physical and non-physical intervention skills that promote compassionate and supportive interactions throughout the crisis.
- Prudent Parent (August 2022 to Present)
The training incorporates the reasonable and prudent parent standard and addresses the values and guiding principles essential for caring for a child, who is a victim of maltreatment.
- CPR Training (February 2023 to February 2025)
The Adult First Aid/CPR/AED course incorporates the latest science and teaches students to recognize and care for a variety of first aid emergencies such as burns, cuts, scrapes, sudden illnesses, head, neck, back injuries, heat and cold emergencies and how to respond to breathing and cardiac emergencies for victims about 12 years and older. Successful students will receive a certificate for Adult First Aid/CPR/AED valid for two years.
- DDSMAT Training (September 2022 - September 2024)
Developmental Disabilities Services Medication Administration Technician (DDSMAT) Developmental Disabilities Services MAT (DDSMAT) ensures people receive medications the safest possible manner.
- START Training (January 2023 to Present)
Systematic training to assist in the recovery from trauma.
- The National Society of Leadership and Success (NSLS) (October 2023 to Present)
The NSLS is the nation's largest accredited leadership honor society. Students are selected by their college for membership based on either academic standing or leadership potential. Candidacy is a nationally recognized achievement of honorable distinction.
- Microsoft Office (April 2018 to Present)
This Microsoft Office course is a complete guide to the following three from Microsoft: Microsoft Word, Microsoft PowerPoint & Microsoft Excel.
- Child Development Associate Certification (October 2022 to Present)
Coursework taken at a technology center for the Early Education Pathway to CDA leading toward a national Child Development Associate (CDA) Credential; or. Child Development Associate/Child Care Professional (CDA/CCP) Credential Assessment.
- Local Grievance Coordinator (LGC) Training
(May 2023 to May 2024)
Completed training for Local Grievance Coordinator. Training was provided by Oklahoma Department of Human Services.
Timeline
Case Manager
The Genesis Project
08.2022 - Current
Home Childcare Provider
Kingston's Castle
11.2020 - Current
Customer Service Associate II
Southwest Airlines
06.2016 - 11.2020
Program Coordinator II
Oklahoma Health Care Authority
10.2012 - 03.2018
Receptionist
Locke Supply Main Office
03.2011 - 05.2012
Customer Service Representative
Convergys - DirecTV
06.2010 - 08.2010
Retail Customer Service Representative
Old Navy
04.2007 - 05.2008
Pursuing Bachelor's Degree - Psychology
Mid-America Christian University
No Degree - General Studies
Redlands Community College
High School Diploma -
Choctaw High School
No Degree - A Child Development Associate (CDA) Credential
Caddo Kiowa Technology Center
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