Lorraine Martinez
Willis,TX
Summary
Compassionate mental health and substance abuse crisis intervention specialist, background in providing support and guidance to individuals facing mental health challenges and addiction. Skilled in developing personalized care plans, crisis intervention. Demonstrated ability to improve patient well-being through effective communication, empathy, and advocacy. Successfully reduced instances of relapse among clients by implementing innovative engagement strategies and continuous support mechanisms.
Proficient crisis specialist with several years of accumulated experience. Supporting people dealing with either suicidal or homicidal thoughts, through consistent follow- up support.
Compassionate professional in mental health and substance abuse care, known for high productivity and efficiency in task completion. Possess critical skills in crisis intervention. Excel in empathy, communication, and resilience, ensuring effective support and positive outcomes for individuals facing mental health challenges.
Trained to respond to inbound calls through MCT. Responsive to individual's personal requirements and customize support approaches. Good documentation, assessment and resource management skills.
Client-focused professional with training and expertise to help individuals with mental, emotional and substance abuse problems. Excels in crisis management, personalized support and crisis intervention.
Equipped to manage different types of non-emergency situations, build alliances and screen for specific services. Excellent multitasking, organizational and conflict resolution skills. Energetic and motivated to assist anyone in crisis.
Compassionate mental health and substance abuse social worker with background in providing support and guidance to individuals facing mental health challenges and addiction. Skilled in developing personalized care plans, crisis intervention, and facilitating group therapy sessions. Demonstrated ability to improve patient well-being through effective communication, empathy, and advocacy. Successfully reduced instances of relapse among clients by implementing innovative engagement strategies and continuous support mechanisms.
Well-qualified crisis response team member well-versed in applying skills to bring calm to critical situations. Familiar with active listing, interpersonal communication and collaborative problem-solving techniques. Focused on providing vital support to all callers.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Crisis Intervention Specialist
Harris County Public Health
Houston, TX
01.2025 - Current
- Designed specific crisis management strategies for each client.
- Maintained detailed and confidential client records, documenting all interactions and interventions.
- Modified treatment plans to support client goals and status.
- Supported individuals during mental health crises.
- Created educational materials designed to help individuals identify signs of distress within themselves or others.
- Helped clients deal with substance abuse, mental illness and other concerns by delivering personalized support.
- Developed individualized treatment plans tailored to the specific needs of each client.
Crisis Intervention Specialist
Dema Consulting
Houston, TX
09.2023 - 01.2024
- Created customized crisis intervention strategies for individual clients.
- Maintained detailed and confidential client records, documenting all interactions and interventions.
- Modified treatment plans to support client goals and status.
- Provided support to individuals experiencing mental health crisis
- Created educational materials designed to help individuals identify signs of distress within themselves or others.
- Helped clients deal with substance abuse, mental illness and other concerns by delivering personalized support.
- Developed individualized treatment plans tailored to the specific needs of each client.
EMS Dispatcher
Relief Ambulance Services
Houston, Texas
09.2022 - 09.2023
- Tracked patient appointments in the computer system to keep records current and accurate.
- Coordinated with facilities, on patient appointments and transportation requests.
- Confirm all appointments for the day of service, to ensure patients are at facilities or appointments have not been cancelled.
- Maintain confidentiality as stipulated by HIPPA
- Maintain professional relationships for better communication
- Take incoming calls for upcoming appointments or cancelation of transportations
- Confirmation of all transportation request for upcoming schedules.
- Provided pre-arrival instructions to callers in order to assist them with medical emergencies prior to arrival of EMS personnel.
- Maintained detailed records on all dispatched calls including response times, type of incidents handled.
- Communicated with field personnel via two-way radios in order to provide updates on changes in call volume or priority levels.
- Used radio, telephone and computer system to update first responders with new information.
- Adhered to strict confidentiality guidelines when handling sensitive information.
- Analyzed medical information received from caller to determine the level of urgency or priority for dispatch.
- Monitored status of field units using radio communications systems, maintained contact with responding personnel until completion of call.
- Answered non-emergency inquiries from the public regarding departmental services.
- Advised personnel about accidents, weather conditions or other hazards.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Responded to emergency calls, determined nature and location of incident, and dispatched appropriate personnel and equipment.
- Notified hospitals regarding pending arrivals; provided patient condition reports upon request.
- Reviewed logs regularly to ensure accuracy and completeness of documentation related to all dispatched calls.
- Assessed incoming requests for service based on established criteria and protocols; prioritized responses according to severity of situation.
- Utilized mapping software to identify geographic locations for dispatching purposes.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Updated and maintained databases with current information.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Managed household errands and other essential duties.
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Stocker
Kroger
Houston, Texas
04.2021 - 08.2022
- Stored and organized items in tool or supply rooms, allowing for easy retrieval.
- Palletized merchandise for easy movement to sales floor locations.
- Greeted customers and retrieved requested products to drive satisfaction.
- Verified pricing accuracy on shelves against invoices from vendors.
- Monitored expiration dates of perishable items to ensure freshness.
- Provided customer service by answering questions about product location, price and availability.
- Set up advertising signs on shelves and counters to attract customers and promote sales.
- Updated product labels to reflect accurate pricing.
- Assisted customers by locating items and loading heavy purchases in vehicles.
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Printed accurate labels and applied to boxes, crates and containers prior to shipment.
- Stocked shelves with new merchandise and checked for outdated or damaged items.
- Followed safety procedures when handling hazardous material or dangerous goods.
- Stocked shelves, racks, and bins with new or transferred merchandise.
- Maintained accurate inventory levels through regular stock checks.
- Stocked shelves with merchandise to ensure availability of products for customers.
- Ensured that all products were labeled properly before stocking the shelves.
- Faced products on shelves and displays to meet company policies.
- Maintained neat, safe and orderly workspace to prevent accidents and injuries.
- Removed outdated products from shelves in accordance with company policy.
- Arranged merchandise in an attractive manner to promote sales.
- Lifted materials of varied weights on regular basis.
- Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
- Moved and rebuilt shelves, racks and displays to increase visibility of merchandise.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Replenished items to maintain stock availability.
- Stocked shelves with newly arrived products.
- Worked with cross-functional teams to achieve goals.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked effectively in team environments to make the workplace more productive.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
Lead EMS Transport Dispater
Signa EMS
Stafford, TX
11.2020 - 05.2021
- Self-motivated, with a strong sense of personal responsibility.
- 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 well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Demonstrated strong organizational and time management skills while managing multiple projects.
EMS Transport Dispatcher
Healthquest EMS
Houston, TX
10.2019 - 04.2020
- Played an active role in emergency response plans; coordinated alternative routes or adjustments as necessary during unforeseen circumstances.
- Assisted in the recruitment process by interviewing potential candidates for driver positions, ensuring quality hires.
- Maintained thorough records of transport activities, ensuring compliance with company policies and regulatory requirements.
- Expedited resolution of customer inquiries and concerns regarding delivery status and scheduling adjustments.
- Monitored driver performance metrics regularly; provided constructive feedback on improvement areas or facilitated recognition for commendable performance.
- Provided ongoing training sessions for drivers in areas such as safety protocols, customer service skills, or new technology usage.
Wheelchair Van Driver Field Trainer
Acadian Ambulance
Humble, TX
05.2013 - 07.2019
- Utilized GPS navigation systems effectively to ensure timely arrivals at each destination without sacrificing passenger safety or comfort levels.
- Enhanced company reputation through courteous, punctual, and professional service for passengers with special needs.
- Improved passenger satisfaction by providing safe and efficient transportation services to wheelchair-bound individuals.
- Exhibited strong problem-solving skills when addressing mechanical issues encountered during transportation tasks.
- Participated in ongoing training programs focused on first aid techniques, emergency preparedness measures, defensive driving strategies, and more for enhanced job performance outcomes.
- Performed daily pre-trip inspections to maintain a clean and mechanically sound vehicle for reliable transportation services.
- Demonstrated strong multitasking capabilities while managing multiple responsibilities such as driving, passenger assistance, and trip documentation simultaneously.
- Assisted passengers in boarding and exiting the vehicle, ensuring their safety and comfort throughout the trip.
- Collaborated with healthcare professionals to coordinate pick-up times and locations, streamlining scheduling processes.
- Provided timely communication with dispatchers regarding route changes or delays, ensuring smooth operations across the fleet.
- Reduced stress for families of wheelchair-bound individuals by providing reliable transportation services that allowed them increased independence in their daily lives.
- Promoted a positive work environment through consistent adherence to company policies and procedures while performing daily tasks.
- Fostered trust among passengers by maintaining strict confidentiality regarding personal information discussed during ride services.
- Exceeded industry standards for quality control measures through meticulous attention to detail in vehicle maintenance and cleanliness procedures.
- Maintained accurate records of trips, mileage, and other documentation as required by company policy and regulatory agencies.
- Contributed to company growth by actively participating in marketing efforts aimed at promoting wheelchair van services within the community and beyond.
- Contributed to overall team success by supporting coworkers during peak periods or when assistance was needed on specific routes.
- Delivered instructional sessions to integrate new team members.
- Reviewed organizational policies to ensure compliance during new hire orientation.
- Conducted assessments to ensure new hires met job requirements.
- Evaluated and approved new employees for work readiness.
Education
Some College (No Degree) - Medical Office Assistant Medical Coding And Billing
Minnesota State Community And Technical Collage
Detroit Lakes, MNCertificate of Technical Studies - Emergency Medical Technician
Lone Star College
Houston, TX05-2019
Skills
- Substance abuse awareness
- Client confidentiality
- Legal compliance
- Training delivery
- Crisis management -De-escalation
- Un-housed community outreach
- Excellent Communication skills
- Ability to adapt to the current situation or crisis
- Nonviolent communication
- Empathy display
- Interpersonal relationships
- Verbal de-escalation
- Risk evaluation
- Family dynamics
- Self-care practices
- Mental health
- Multicultural sensitivity
- Crisis assessment
- Professional boundaries
- Research
Certification
Certified Crisis Intervention Specialist
CPR certification
Supporting individuals with intellectual disabilities and Mental health certification
Certified in Mental Health
Timeline
Crisis Intervention Specialist
Harris County Public Health
01.2025 - Current
Crisis Intervention Specialist
Dema Consulting
09.2023 - 01.2024
EMS Dispatcher
Relief Ambulance Services
09.2022 - 09.2023
Stocker
Kroger
04.2021 - 08.2022
Lead EMS Transport Dispater
Signa EMS
11.2020 - 05.2021
EMS Transport Dispatcher
Healthquest EMS
10.2019 - 04.2020
Wheelchair Van Driver Field Trainer
Acadian Ambulance
05.2013 - 07.2019
Some College (No Degree) - Medical Office Assistant Medical Coding And Billing
Minnesota State Community And Technical Collage
Certificate of Technical Studies - Emergency Medical Technician
Lone Star College