Katelyn Hensley
Herndon,KY
Summary
Skilled in crisis intervention and emotional support. Proficient in active listening, conflict resolution, and maintaining confidentiality. Reliable and empathetic with commitment to impactful advocacy and support. Proven track record in assisting clients with navigating complex situations and connecting them with essential resources. Experienced with de-escalating tense situations.
Overview
7
7
years of professional experience
Work History
Respond Clinical Accessor
Pennyroyal Center
09.2022 - Current
- Intake
- Court order, hospital consult, and jail triage intake
- 988 Suicide Prevention hotline
- Pennyroyal Center crisis line
- Scanning
- Responded to inquiries by directing calls to appropriate personnel.
- Assisted in training of new staff members on patient intake protocols, contributing to cohesive team environment.
- Provided exceptional customer service while maintaining confidentiality and protecting sensitive client information during intake interviews.
- Safeguarded patient confidentiality by strictly adhering to HIPAA regulations during all aspects of the intake process.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked flexible hours across night, weekend, and holiday shifts.
- Conversed with individuals in crisis which called or texted hotline for assistance.
- Managed high-stress situations with a calm demeanor, providing the necessary support to both clients and team members during challenging times.
- Provided timely assistance to individuals in crisis, utilizing active listening skills and empathy to establish rapport quickly.
- Developed resources for clients in need, connecting them with community services and programs that best suited their situation.
- Prevented further escalation of crises by effectively deescalating intense situations through skilled verbal interventions.
- Built safety plans to lower risk of crisis and intervened in specific manners outlined by procedures.
- Contributed to team meetings by sharing insights from recent calls, fostering a collaborative work environment that focused on continuous improvement.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Continuously updated knowledge on relevant policies and procedures to provide accurate information to callers in need.
- Adapted communication style based on individual caller needs, promoting positive rapport-building even during challenging conversations.
- Enhanced hotline efficiency with effective call handling and timely follow-up actions.
- Managed high-stress situations effectively, prioritizing caller needs and maintaining composure under pressure.
- Provided immediate crisis intervention services for callers experiencing emotional distress or seeking assistance with personal concerns.
- Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
- Established trust with diverse caller populations by demonstrating cultural sensitivity and inclusivity during all interactions.
- Documented all interactions with callers accurately, maintaining thorough records for reporting purposes.
- Handled high call volumes calmly and efficiently, balancing empathy with time management skills.
- Improved overall efficacy of the crisis line service through regular evaluation of protocols, procedures, and resources available to callers.
- Prevented potential crises from escalating further by promptly identifying warning signs from callers'' descriptions and implementing appropriate intervention strategies.
- Contributed to a supportive work environment by actively participating in team meetings and trainings.
Intern
Barren River Area Safe Space
08.2021 - 12.2021
- Completed check list in the morning to prepare the shelter for the day
- Cleaned rooms once people left the shelter
- Learn the procedures for crisis’s
- Learned about domestic abuse
- Interacted with victims
- Followed safety protocol
- Organized inventory
- Assisted in meal planning and preparation, ensuring nutritious meals were served daily.
- Established trust with employers through reliable performance in completing daily tasks efficiently.
- Utilized time management skills to effectively prioritize multiple responsibilities throughout each day.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Preserved patient safety by following safety protocols.
Babysitter
Tiffany Jenkins
09.2017 - 08.2021
- Babysat 2-3 children
- Prepared meals
- Changed diapers
- Babysat a child with severe egg and nut allergies
- Communicated positively with children and guardians.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Maintained a clean and organized environment to ensure the well-being of children under care.
- Played games, worked on puzzles, and read books to young children.
- Prepared healthy, age-appropriate snacks and meals.
- Reassured children when upset providing emotional support and stability.
- Developed strong relationships with families, establishing trust and rapport to provide quality childcare services tailored to individual family requirements.
- Built lasting bonds with the families I worked with through excellent communication skills creating strong rapport which led me being recommended amongst friends.
- Offered emotional support by actively listening to children''s concerns and responding empathetically while fostering their problem-solving abilities.
- Implemented consistent routines for naptime, bedtime, meal preparation, and other daily tasks to create stability within the home environment for the children in my care.
- Maintained open communication with parents about daily activities, behaviors, and concerns.
- Fostered safe and nurturing environment, closely monitoring children's activities.
- Monitored children's play activities to verify safety.
- Assisted in monitoring child's food allergies and dietary restrictions, ensuring safe meals for all.
Education
Masters - Clinical Mental Health Counseling
Liberty University Online
Lynchburg, VABachelors - Psychology, Criminology, Clinical And Community Behavioral Health
Western Kentucky University
Bowling Green, KY05.2022
Associate of Arts - Psychology
Hopkinsville Community College
Hopkinsville, KY08.2019
Skills
- Communication
- People skills
- De-escalation
- Crisis intervention
- Crisis management
- Typing
- Computer skills
- Emotional Intelligence
- Creativity
- Adaptability
- Flexibility
- Working with children
- HIPAA Compliance
- Teamwork and Cooperation
- Punctual and Hardworking
- Problem-solving abilities
- Multitasking
- Attention to Detail
- Critical Thinking
- Organizational Skills
- Caring and Empathetic
- Active Listening
- Reliability and Dedication
- Documenting and Recording Information
- Insurance verifying
- Documentation skills
- Risk Assessment
- Professionalism
- Patient Intake
- Providing Information and Resources
- Explaining Policy and Procedures
- Strong Work Ethic
- Dependability
Timeline
Respond Clinical Accessor
Pennyroyal Center
09.2022 - Current
Intern
Barren River Area Safe Space
08.2021 - 12.2021
Babysitter
Tiffany Jenkins
09.2017 - 08.2021
Masters - Clinical Mental Health Counseling
Liberty University Online
Bachelors - Psychology, Criminology, Clinical And Community Behavioral Health
Western Kentucky University
Associate of Arts - Psychology
Hopkinsville Community College
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