Kristine "Kris" Medina

• Co-designed and launched the organization's Sexual Assault Case Management Program, establishing protocols, trauma-informed workflows, training systems, and quality standards.
• Supervised and mentored case coordinators, answering escalations, reviewing documentation, and modeling trauma-informed communication for complex and sensitive cases.
• Conducted bilingual (English/Spanish), survivor-centered interviews with individuals affected by sexual assault, sex trafficking, and violent trauma, ensuring client comfort and emotional safety.
• Delivered exceptional customer service by providing consistent case updates, empathetic guidance, and clear explanations of legal processes.
• Oversaw high-volume caseloads across mass tort and personal injury campaigns, ensuring compliance with HIPAA and internal quality measures.
• Identified operational gaps, collaborated with leadership, and implemented scalable improvements that enhanced efficiency and client experience.
• Trained new staff on case management processes and effective client engagement strategies, while using trauma-informed care.

• Delivered immediate crisis intervention through chat and text for LGBTQIA+ youth experiencing severe distress, suicidal ideation, or trauma-related crises.
• Conducted real-time risk assessments, developed safety plans, and utilized trauma-informed de-escalation techniques.
• Maintained detailed, accurate documentation and adhered to confidentiality protocols for every contact.
• Provided culturally competent care for individuals from diverse backgrounds, ensuring affirming,
inclusive support.

• Delivered crisis counseling and support via text and chat for national hotline callers in emotional or life-threatening crises.
• Built individualized safety plans and performed continuous monitoring for at-risk youth.
• Demonstrated sensitivity to cultural, linguistic, and identity-related needs in all interactions.

• Provided bilingual support to unaccompanied refugee minors and their sponsors, ensuring trauma-informed communication and culturally competent care.
• Documented case progress, maintained ORR-compliant files, and ensured regulatory accuracy.
• Reported concerns of abuse, neglect, or trafficking and provided resources for crisis intervention.
• Maintained First Aid, CPR, and Emergency Behavior Intervention certifications.

• Performed high-volume intake screenings for personal injury, motor vehicle accidents, medical malpractice, sexual assault, slip-and-fall, and mass tort cases.
• Leveraged strong bilingual communication skills to support Spanish-speaking clients, ensuring equitable access to legal services.
• Delivered exceptional customer service by building rapport, demonstrating empathy, and helping clients feel supported during traumatic and stressful events.
• Promoted to Intake Specialist II/Trainer for outstanding performance, reliability, and leadership.
• Created and led onboarding programs for new intake team members, developing training materials, scripts, and quality assurance processes.
• Trained teams for high-profile campaigns including Catholic Church abuse, Boy Scouts of America abuse, CP4 Fuel Pump litigation, and Uber/Lyft assault cases.
• Ensured complete, accurate CRM documentation in Salesforce, Litify, and SmartAdvocate.