Manuela Rocha
Taunton,MA
Summary
Dedicated Human Services professional with over 8 years of experience in case management, crisis intervention, and administrative support. Proven ability to work effectively with diverse populations, including LGBTQ+ youth and individuals with developmental disabilities. Skilled in customer service, conflict management, and team leadership, with a strong background in social work and technical proficiency in Microsoft Office and EMR systems. Bilingual in Cape Verdean Creole with a fair understanding of Spanish and Portuguese. Committed to promoting well-being and providing comprehensive support to clients through tailored programs and resources.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Member Advocate
Longevity Health Plan
12.2023 - Current
- Facilitated weekly music programs for long-term care members to promote movement and memory recognition.
- Contributed to apositive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
- Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
- Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
- Participated in regular team meetings, sharing insights gained from daily interactions with members to benefit overall operations.
Case Manager/Program Coordinator
Metro Housing|Boston
02.2022 - 11.2023
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Assisted members in setting and achieving feasible goals.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
Front Desk Associate
Florida Orthopaedic Institute
04.2023 - 07.2023
- Assisted patients with checking in and out scheduling/ rescheduling appointments
- Maintained schedules for 12 therapists
- Verified patients have active insurance and updating if needed
- Communicated with adjustors and providing necessary documentation to process workman comp or accident claims
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Life Coach
Roxbury Youthworks Inc
11.2021 - 03.2022
- Working with LGBTQ+ youth
- Encouraged clients to set and achieve reasonable goals on weekly basis.
- Holding clients accountable for inaction in a supportive but direct way
- Established strong rapport with clients, fostering trusting and supportive coaching relationships.
Educational Coordinator/ House Parent
Embracing Me
01.2021 - 11.2021
- Attending all meetings for children while in care
- Coordinate with external partners to connect youth with relevant resources (SAT courses, college prep mentors, additional tutoring, school/placement visits, etc.).
- Supervise the development of workshops, events and trips that will support, inspire, and inform youth about the skills needed to pursue higher education and other opportunities (trips, panels, and college tours/fairs).
Teacher Assistant/Lead Teacher
Livingstone Academy Autism Center
10.2020 - 09.2021
- Assist in collecting data for behavioral or academic progress.
- Initiate and follow through with behavioral interventions as designated and demonstrated by the classroom teacher.
- Lead and/or facilitate teaching of individuals in 1:1, small group, or whole class instruction.
- Assist individual students as necessary to follow routines, follow directions, follow an individual schedule, and/or complete tasks.
- Assist with students requiring self-help skills in the areas of safety, eating, and toileting.
- Facilitate the teaching procedures demonstrated by the classroom teacher for small groups including errorless learning and verbal behavior techniques.
Therapeutic Mentor/ Parent Aide
New Life Counseling & Wellness Center
08.2019 - 05.2020
- Assisted master level clinicians in implementing the therapeutic objectives of the treatment plan created by the clinician to address the youth's mental health, behavioral and emotional needs.
- Implemented necessary treatment plans while providing therapeutic mentoring and therapeutic training and support to youths and family members.
- Established and maintain close relationships with clinical team members and clients, and utilize a team approach to treatment and to develop creative interventions that will improve the outcomes for their clients.
Residential Counselor
Meadow Ridge Academy , Justice Resource Institute
02.2019 - 12.2019
- Provide trauma informed care for youth ages 12-22 with many challenges
- Adhere to IEP plans of students and assist with daily school work and activities
- 1:1 care for students on high safety levels
- BCC applied in physical intervention when students were immediate danger
- Performed routine searches of rooms and students weekly
Recovery Treatment Assistant
Bridgewater State Hospital , Correct Care Solutions
03.2018 - 01.2019
- Provided therapeutic care, monitors patients' conditions, assists patients in daily activities and ensures a safe, clean environment
- Facilitated unit activities, recreation, crisis management, and nutritional tracking.
- Assists licensed nursing staff in providing direct services to assigned population including health data collection; observations of behaviors and activities of daily living; assistance with activities of daily living including prompting, education and support; specific assignments such as face checks, unit monitoring, one to one's, overall supervision of patients, groups and other direct care duties as assigned.
Recovery Specialist
C.A.S.T.L.E , Highpoint Treatment Center
08.2017 - 10.2018
- Participated in setting a trauma sensitive milieu and remain calm in a crisis.
- Maintained proper boundaries with clients and work with the team to deliver consistent care.
- Observation, accounting and documentation of clients at all times ensuring safety (hourly checks).
- Facilitated and/or assist groups and record group notes.
- Dispensed medication to patients as needed.
- Transported clients as needed in adherence with policy and documentation requirements.
Education
Bachelor's degree - Human Services
Western Governors University
Salt Lake City, UT06.2025
Skills
Customer Service & Communication
- Customer Service (10 years)
- Customer Care (10 years)
- Communication skills
- Conflict Management
- Front desk
- Interviewing
- Mentoring
- Office experience
Case Management & Social Work
- Case Management (5 years)
- Crisis Management (8 years)
- Developmental Disabilities Experience
- Fair Housing regulations (2 years)
Administrative
- Microsoft Office (6 years)
- EMR systems
- HIPAA
- Data Collection
- Administrative Experience (8 years)
- Research
- Computer skills
- Medical records
Languages
- Cape Verdean Creole
- Fair understanding of spoken Spanish and Portuguese
Certification
- CPR Certification
- First Aid Certification
Assessments
Teamwork: Interpersonal skills, Proficient, 09/01/20
Workauthorization
Authorized to work in the US for any employer
Additionalinformation
True, 50
Personal Information
Relocation: Anywhere
Timeline
Member Advocate
Longevity Health Plan
12.2023 - Current
Front Desk Associate
Florida Orthopaedic Institute
04.2023 - 07.2023
Case Manager/Program Coordinator
Metro Housing|Boston
02.2022 - 11.2023
Life Coach
Roxbury Youthworks Inc
11.2021 - 03.2022
Educational Coordinator/ House Parent
Embracing Me
01.2021 - 11.2021
Teacher Assistant/Lead Teacher
Livingstone Academy Autism Center
10.2020 - 09.2021
Therapeutic Mentor/ Parent Aide
New Life Counseling & Wellness Center
08.2019 - 05.2020
Residential Counselor
Meadow Ridge Academy , Justice Resource Institute
02.2019 - 12.2019
Recovery Treatment Assistant
Bridgewater State Hospital , Correct Care Solutions
03.2018 - 01.2019
Recovery Specialist
C.A.S.T.L.E , Highpoint Treatment Center
08.2017 - 10.2018
Bachelor's degree - Human Services
Western Governors University