KECIA D. FEARRINGTON
Fort Belvoir,VA
Summary
Human Service Industry and Customer Service Professional PROFILE Rich work history in both corporate and non-corporate environments to include non-profit organizations, family service agencies, and financial and health services. Team oriented and results driven professional with background and experience in program/project coordination, customer services, case management, and client services.
Overview
26
26
years of professional experience
Work History
Quality and Resource Administrative Assistant
Arlington County Human Services
12.2018 - Current
- Performs Title IV Auditing
- Assisting Quality Assurance Manager with data collection for the division
- Produce and distribute correspondence memos, letters, and forms
- Reviewing the clinical documentation of social workers and human service clinicians to ensure compliance with local, state, and federal requirements and internal best practices
- Handle sensitive information in a confidential manner
- Conducting quality assurance activities such as HIPAA compliance reviews and program monitoring activities
- Working with the Quality Assurance Manager to conduct pre-audit and post-audit activities such as reviewing charts, developing corrective action plans and work plans, and identifying systems or process issues
Reservationist
Alexandria Alexandria, VA
05.2012 - Current
- Created, modified, and secured reservations for program participants
- Coordinated with city of Alexandria officials and other program staff
- Determined eligibility for program participants
- Adhered to policy guidelines and maintain participant confidentiality.
Acting Family Development Specialist
Arlington County Human Services, Foster Care and Adoptions
Arlington, VA
08.2018 - 12.2018
- Coordinate respite for foster families
- Assisted with Pride trainings for prospective foster parents
- Communicated available placements to on-call workers
- Assisted with providing support group to foster parents
- Reviewed foster parent documentation for certification
- Attended weekly, monthly, and quarterly meetings.
Program Facilitator
Alternative Path Training School
Manassas, VA
02.2016 - 08.2018
- Assist students with carrying out lesson plans/activities
- Collect behavioral data based on each students Educational and Behavioral plan
- Process with the staff and provide information/data regarding student progress
- Carry out behavioral strategies, including crisis intervention
- Establish and maintain appropriate interaction with students at all times
- Maintain a professional attitude and loyalty to the school.
Therapeutic Recreation Leader
Alexandria Adult Day Services
Alexandria, VA
09.2015 - 01.2016
- Provide a scheduled program of therapeutic recreational activities for an assigned group of patients for the purpose of effecting improvements in their physical, emotional and social well-being
- Discuss patient responsiveness and progress in therapeutic activities to nurses and attending physicians
- Adapts therapeutic activities and equipment to facilitate patient participation, as needed
- Participates in the development of a treatment plan for patients
- Documents recreation therapy assessments, treatment plan, and progress notes in the patients' charts
- Attends and participate in rounds, staff meetings, and seminars.
Prince William County Government, Shelter Monitor
Woodbridge, VA
11.2015 - 02.2015
- Provides overnight housing for homeless men and women in Prince William County.
- Promote a safe environment for clients in the program
- Monitor individuals in our facility
- Provide food, clothing, and showers to individuals enrolled in the program
- Provides case management and referrals to clients when needed
- Supervises client’s compliance with program/facility rules
- Administers first-aid and CPR as required
- Completes intake and/or release process when clients enter or exit facility
- Maintains and completes all required documentation including medication records, logs and reports.
Family Care Coordinator/Case Manager
Foster America
Baltimore, MD
07.2000 - 11.2010
Match Support Specialist
Big Brother Big Sister of Central MD
Baltimore, MD
08.2008 - 09.2010
- Managed assigned match relationship caseload for youth between the ages of 6 and 18 years old
- Developed, promoted and implemented individual and group match activities to support ongoing volunteer involvement with the child and agency affiliation through individualized recognition, annual events, and reengagement strategies
- Developed strategic interventions to identify and strengthen match relationships that require extra support to continue to grow
- Catered needs of program participants to ensure successful match relationship
- Identified potential problems and barriers; addressed and resolved expeditiously
- Maintained accurate and timely records for each match according to standards and utilize technology to report, synthesize and analyze data
- Coordinated with program staff, parents and youth to ensure standards are met
- Performed outreach with community organizations to secure program donations and funding
- Determined eligibility for program participants
- Adhered to policy guidelines and maintain participant confidentiality
- Apply child safety and risk management best practices
- Utilized AIM reports to assess match impact on youth development
- Conducted exit interviews by phone with all parties at match closure
- Assessed reasons for match closure and re-match potential.
Customer Service Representative
Toyota Financial Services
Owings Mills, MD
02.2007 - 10.2007
- Responded to inbound communications (paper-based and electronic) from non-delinquent customers, dealers, and insurance agents
- Performed investigations, researched and resolved various questions regarding insurance, credit, and payment status
- Corresponded with customers via telephone, e-mail or written correspondence in a professional and timely manner
- Worked in collaboration with other team members, including management to coordinate escalation and resolution of issues
- Adhered to internal manuals, policies and guidelines.
Hotline Counselor
Baltimore Crisis Response, BCRI
Baltimore, MD
06.2002 - 10.2007
- Determined appropriate intervention by assessing each caller’s presenting problem, support systems, coping skills and level of emergency.
- Assessed status of call to determine necessity for triage crisis status
- Counseled caller’s using active listening and empathy to establish rapport with a wide range of callers
- Functioned as a liaison in collaboration with staff, treatment components, human services organizations and outside agencies, including management, to coordinate relay of vital information
- Adhered to BCRI’s policies and procedures pertaining to all elements of call handling and documentation.
Administrative Support Assistant
Chrysler Financial Corporation
Columbia, MD
05.1998 - 05.1999
Customer Service Representative
Sierra Military Health Services
Baltimore, MD
03.1997 - 04.1998
Education
Master’s degree - Psychology
Grand Canyon University
Bachelor of Arts - English
St. Augustine’s University
Skills
SKILLS SUMMARY18 years of combined specialized experience in human/family services, case management, customer service, and program supportSeasoned Case Manager - Perform patient assessments, process referrals, coordinate treatment, conduct client referrals and placement, conduct evaluations, manage plans, conduct treatment reviews, provide counseling to include crisis intervention and intake screening for clientsExperienced Customer Service Professional - Manage inbound and outbound calls, perform payment processing, conduct insurance verifications, perform title processing, resolve complaints, build customer relationships and respond to communications in a professional and timely mannerExperienced in Research & Data Analysis –Research historical information (both paper-based and electronic) obtaining relevant information and documenting findings to include data analysis, assessments, and reporting for business transactions, case evaluations, and customer service inquiriesExceptional Written Communication Skills- Experience composing written and electronic documentation, correspondence, and information for case and client files documentation, , analysis, assessments, and reportingExcellent Verbal Communication and Interpersonal Skills – Ability to articulate and contribute expertise in a manner designed to fit the diverse needs of customers and clientsDynamic Team Player - Thrive in a team environment and works well with others
Accomplishments
- Grief and Loss Training, Behavior Modification, Substance Abuse/Co-Occurring Disorders, Crisis/Suicide Intervention, Standard Precautions, Cultural Competency, Elements of Case Planning, Basic Assessment in Human Services, Family and Children Services Orientation)
- TECHNICAL PROFICIENCIES
- Microsoft Office (Word, Excel, PowerPoint, and Outlook), data entry (10 key), typing 65 wpm, case management software, financial services software, PBX software, Blackboard and conferencing tools (WebEx, Live Meeting, GoToMeeting).
Timeline
Quality and Resource Administrative Assistant
Arlington County Human Services
12.2018 - Current
Acting Family Development Specialist
Arlington County Human Services, Foster Care and Adoptions
08.2018 - 12.2018
Program Facilitator
Alternative Path Training School
02.2016 - 08.2018
Prince William County Government, Shelter Monitor
11.2015 - 02.2015
Therapeutic Recreation Leader
Alexandria Adult Day Services
09.2015 - 01.2016
Reservationist
05.2012 - Current
Match Support Specialist
Big Brother Big Sister of Central MD
08.2008 - 09.2010
Customer Service Representative
Toyota Financial Services
02.2007 - 10.2007
Hotline Counselor
Baltimore Crisis Response, BCRI
06.2002 - 10.2007
Family Care Coordinator/Case Manager
Foster America
07.2000 - 11.2010
Administrative Support Assistant
Chrysler Financial Corporation
05.1998 - 05.1999
Customer Service Representative
Sierra Military Health Services
03.1997 - 04.1998
Master’s degree - Psychology
Grand Canyon University
Bachelor of Arts - English
St. Augustine’s University