Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lois Waller-Darden

Portland,OR

Summary

Dedicated and adaptable professional with peer support certification and extensive training in trauma-informed care. Experienced in managing caseloads, conducting home visits, and delivering direct support to participants in behavioral health and housing programs. Skilled in documentation and service coordination using HMIS and Credible. Recognized for building strong client relationships, addressing barriers to stability, and collaborating effectively with external partners and interdisciplinary teams. Committed to participant-centered care and currently pursuing QMHA certification to expand clinical expertise and enhance service delivery.

Overview

25
25
years of professional experience

Work History

Lead Housing Navigator

New Narrative
Portland, OR
07.2024 - Current
  • Facilitated participants' referrals to community agencies or other organizations as needed.
  • Conducted intake assessments with new clients to determine eligibility for services and develop appropriate action plans.
  • Educated participants about available resources within the community related to housing, employment, health care, and legal aid.
  • Developed individualized gold plans for participants based on their needs and goals.
  • Participated in team meetings to discuss complex cases and review treatment plans.
  • Maintained accurate records of client interactions under agency policies and procedures.
  • Connected clients with local organizations that can provide additional assistance or specialized services if necessary.
  • Handled financial transactions by signing and issuing
  • checks to property management, ensuring accuracy and compliance with internal controls.
  • Collaborated with JOHS (Joint Office of Homeless Services) on participant referrals to facilitate housing placement, ensure eligibility alignment, and coordinate supportive services and continuity of care
  • Supported new employee onboarding and delivered continuous assistance, fostering improved team skills, productivity, and collaboration.
  • Attended trainings or seminars related to professional development opportunities.
  • Effectively manage a caseload of 28 participants by conducting regular check-ins and home visits, assessing individual needs, resolving challenges, and coordinating services to promote housing stability and overall well-being.
  • Procure and deliver essential housing items to participants, supporting stable and safe living environments.
  • Schedule warehouse appointments to facilitate participant access to necessary resources and supplies.

Landlord Liaison

New Narrative
Portland, OR
10.2023 - 07.2024
  • Established and maintained partnerships with landlord partners to expand housing access for RLRA voucher holders.
  • Conducted strategic landlord outreach and engagement across Multnomah County by identifying and marketing to prospective landlord partners, while centering their perspectives and roles in participant housing stability.
  • Developed and maintained marketing materials, tracking systems, and documentation to support program operations and outcome reporting.
  • Created and managed a notification system for landlord partners with available rental units to streamline participant placement.
  • Cultivated collaborative relationships with SHS providers to align services and ensure successful housing outcomes.
  • Facilitated educational sessions and discussion groups for SHS providers, promoting person-centered care, peer perspective, Housing First, Harm Reduction, and other equity-based frameworks.
  • Coordinated and led property tours, housing application opportunities, and unit viewings for participants.
  • Provided support during lease signings and move-in processes in collaboration with landlords and SHS providers, as needed.
  • Maintained regular communication with landlord partners and SHS providers to assess satisfaction, gather feedback, and identify areas for improvement.
  • Served as a mediator to resolve conflicts between landlords and SHS providers, supporting long-term housing retention.
  • Attended meetings and fulfilled reporting requirements for the JOHS Office, Multnomah County, and the direct supervisor.
  • Documented all landlord outreach, engagement efforts, and partnership development activities to ensure accountability and track impact.
  • Leveraged partnerships with New Narrative Housing Team, JOHS Office, Home Forward, and community stakeholders to identify prospective landlord partners.
  • Collaborated with landlord liaisons from Clackamas and Washington Counties to share best practices, receive feedback, and enhance program outcomes.
  • Assisted in planning and executing trainings, events, and groups to support participant services and program development.

Housing Navigator (MRAP Team)

New Narrative
Portland, OR
06.2022 - 10.2023
  • Participated in team meetings to discuss complex cases and review treatment plans.
  • Provided crisis intervention support when needed by utilizing de-escalation techniques and providing emotional support.
  • Actively listened to participants to identify their needs and provide effective solutions.
  • Facilitated client referrals to community agencies or other organizations as needed.
  • Performed follow-up visits with participants to assess their continued success in housing.
  • Provided information and guidance to clients on how to access services and resources.
  • Counseled individuals on job search strategies, including resumes.
  • Assisted in developing strategies to address barriers that impede a client's progress towards achieving self-sufficiency goals.
  • Conducted intake assessments with new clients to determine eligibility for services and develop appropriate action plans.
  • Attended trainings or seminars related to professional development opportunities.
  • Connected clients with local organizations that can provide additional assistance or specialized services if necessary.
  • Maintained accurate records of participants' interactions under agency policies and procedures.
  • Developed individualized service plans for clients based on their needs, preferences, and goals.
  • Worked closely with a different agency's team—including social workers, case managers, and medical staff—to provide coordinated, trauma-informed care that addressed the needs of participants.
  • Maintained a high level of professionalism and calmness with personnel, even in high-stress situations.
  • Trained new team members on navigational duties, monitored performance, and provided ongoing support and mentoring.
  • Provided support services such as assessment, information and referral, advocacy, crisis intervention, and follow-up services.
  • Provided emotional support to participants during difficult times or transitions.
  • Coordinated transportation arrangements for clients attending appointments.
  • Researched, identified, and referred clients to appropriate community resources.
  • Built and maintained trusting, respectful relationships with participants by providing timely responses to concerns—both in person and by phone—while honoring each individual's lived experience, cultural background, and need for emotional safety.
  • Supported participants in addressing the challenges related to their disabilities by collaboratively creating individualized plans that reflect their strengths, needs, and personal goals.
  • Collaborated with participants to strengthen their confidence in navigating systems, communicating with resource providers, and making decisions that align with their personal goals.

Release of Information Specialist

Kaiser Permanente
Portland, OR
02.2017 - 12.2020
  • Pulled patient records and transferred information to appropriate parties
  • Provided respectful assistance to all parties, including patients, staff members, and insurance company representatives
  • Safeguarded medical records to maintain patient confidentiality
  • Released information to persons or agencies according to regulations
  • Assigned patients to diagnosis-related groups using appropriate computer software
  • Verified record copies before handing each over to check for and remove unnecessary details
  • Logged all requests for medical records into spreadsheets
  • Streamlined day-to-day office processes to meet long-term goals
  • Determined and implemented techniques to improve the medical records retrieval process
  • Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services
  • Prioritized and organized tasks to efficiently accomplish service goals
  • Juggled multiple projects and tasks to ensure high quality and timely delivery
  • Demonstrated self-reliance by meeting and exceeding workflow needs
  • Demonstrated leadership by making improvements to work processes and helping to train others
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Dental Records Specialist/Lead

Kaiser Permanente
Portland, OR
12.2000 - 12.2016
  • Verified documents and associated records to catch and resolve discrepancies
  • Managed new files and retrieval requests quickly, which improved the filing process and accuracy by 100%
  • Collected and organized student data and statistics to verify eligibility and upgrade student records
  • Performed basic administrative duties, including answering calls, taking messages, data entry, typing tasks, and locating files upon request
  • Retrieved, sorted, copied, and filed all documents and paperwork
  • Created or updated records with new files or information
  • Strictly adhered to confidentiality dictations to safeguard information
  • Managed all paperwork and accurately filed each piece alphabetically and according to significance
  • Maintained office machines and supplies and coordinated servicing of malfunctioning equipment
  • Identified process improvement opportunities and implemented new standard practices that saved time and money
  • Scanned images and documents with careful attention to clear scans and to correct document naming conventions
  • Opened, sorted, reviewed, and stamped daily departmental mail and delivered informaation to the proper person
  • Promoted positive internal and external relations and focused on prompt and complete responsiveness to customers
  • Pulled patient records and transferred information to appropriate parties
  • Provided respectful assistance to all parties, including patients, staff members, and insurance company representatives
  • Set up patient charts and documented information in various company software
  • Safeguarded medical records to maintain patient confidentiality
  • Released information to persons or agencies according to regulations
  • Verified record copies before handing each over to check for and remove unnecessary details
  • Streamlined day-to-day office processes to meet long-term goals
  • Determined and implemented techniques to improve the medical records retrieval process.

Education

High School Diploma -

Cleveland High School
06.1982

Some College (No Degree) - Business Communication

Portland State University
Portland, OR

Skills

  • Goal setting
  • Team building
  • Certified in Peer Support
  • Domestic Violence Awareness
  • Mandt Crisis Intervention,
  • Suicide Prevention
  • Computer skills
  • Problem resolution
  • Organization
  • First Aid/CPR
  • Written communication
  • Microsoft Excel
  • Data entry
  • Multitasking
  • Leadership development
  • Medical records management
  • Trauma-informed care
  • Community health services
  • HIPAA compliance
  • Release of information
  • Friendly, positive attitude
  • Clerical
  • Self motivation
  • Problem-solving aptitude
  • Case management
  • Documentation accuracy
  • Effective communication
  • Team collaboration
  • Time management
  • Problem solving
  • Housing assessment

Timeline

Lead Housing Navigator

New Narrative
07.2024 - Current

Landlord Liaison

New Narrative
10.2023 - 07.2024

Housing Navigator (MRAP Team)

New Narrative
06.2022 - 10.2023

Release of Information Specialist

Kaiser Permanente
02.2017 - 12.2020

Dental Records Specialist/Lead

Kaiser Permanente
12.2000 - 12.2016

High School Diploma -

Cleveland High School

Some College (No Degree) - Business Communication

Portland State University

Similar Profiles

CREATE PROFILE
Lois Waller-Darden