Margaret Kreiss
Rochester,NY
Summary
Experienced leader and analytical problem-solver with a talent for team building, leading, and motivating others. Skilled in collaboration and relationship-building to create a positive and productive work environment. Strong decision-making and judgment abilities contribute to overall agency success. Proven track record of creating collaborative environments that deliver impactful results.
Overview
43
43
years of professional experience
1
1
Certification
Work History
Director of Community Response Services/Quality Assurance Lead
Willow Domestic Violence Center
02.2024 - Current
- Collaborated with the Greater Rochester Quality Council on 2 Day of Quality events to learn more about Quality Assurance and how to implement needed improvements for Willow's 24/7 Hotline. Suggestions were implemented and staff trained to improve services. Information on identifying process and Fishbone Diagram is being used to improve Willow's services through all programs
- Collaborated with individual Willow program managers to create a process flow and to identify possible areas of waste
- Led and executed in collaboration with the Grants program in changes needed with the client data base to ensure that reporting is accurate and to eliminate waste of time in the reporting process to ensure reporting is done in a timely manner
- Created a work plan outlining the creation of a Quality Assurance program for the agency from process to the creation of quality matrix to be completed by the end of 2025. Currently the work plan is on schedule
- Reviewed all Policy and Procedures to ensure that they align with Best Practice, OVW Grant, and New York State Office of Children and Family Services licensing requirements
- Work with the CEO, Board, and other community partners on the Survey Committee, Quality Committee, and DEI Committee to ensure quality measures are created and maintain throughout Willow.
Director of Community Response Services
Willow Domestic Violence Center
06.2021 - 02.2024
- Provide program development, oversight and direction for Willow's 24/7 Hotline and Mobile Advocacy Services (Mobile Advocacy, HEAL Collaborative) With a focus on wraparound support, as they relate to the full continuum of Willow care services
- Researched and implemented a new call center platform, which increased Willow's outreach to more survivors and increased our overall client contacts from approximately 500 a month to an average of 1000 contacts a month
- Provide supervision, orientation, training, and supportive leadership development for direct reports, including evaluations and professional development, and coach them in providing parallel support to their team members. Approximately 13 staff members annually
- Create an annual operating success plan to ensure programs are meeting objectives and contractual requirements; assist managers in monitoring progress of plans
- Assist with grant and budget development for Hotline and Mobile programming and participate in budget planning with Agency management staff
- Prepare for the submission of grant applications and corresponding grant reports, including program reports both client and Agency activity reports, as required by funding sources for assigned programs
- Collaborate with Willow Staff to support programmatic development, tracking, compliance, and evaluation
- Created and facilitated 14 agency training courses on best practice processes, policy and procedures for hotline services
- Ensure standard operating procedure manuals for Hotline and Mobile Advocacy Services are current and updated using best practices and regularly monitor their use by Willow staff
- Participate in strategic planning and support the goals of the Agency as defined in its Strategic Plan
- Maintain an evaluation policy, process, and tool to assess effectiveness of service and compliance with program objectives; identify unmet/emerging needs and develop recommendations.
Manager of Hotline Services
Willow Domestic Violence Center
12.2020 - 06.2021
- Provided direct supervision to the Hotline professional staff, approximately 9 staff members
- Created training and procedures for the Hotline that were aligned with Best Practice and can sustain an independently run program
- Helped to improve and upgrade the Hotline's software to provide more accurate data on call volume and needed capacity for the Hotline
- Provided trauma informed Hotline Services to those reaching out to our 24/7 Hotline, through the phone/chat/text
- Monitor grant requirements to ensure the Hotline requirements are met and reported on
Manager of Counseling Center and Hotline Services
Willow Domestic Violence Center
03.2019 - 12.2021
- Provided day-to-day program coordination of activities, staff and logistics for the Counseling Center
- Directly supervised 2 Counseling Center counselors, 10 interns, and 2 volunteers approximately 14 people annually
- Oversee all group and clinical supervision of counselors and interns
- Facilitated Counseling Center staff meetings and case consultation
- Assisted in grant and budget development for the Counseling Center
- Provided trauma informed Hotline Services to those reaching out to Willow's 24/7 Hotline, through the phone/chat/text
- Provided direct supervision to the Hotline professional staff, approximately 6 staff members
- Provided trauma informed, client-centered, one-on-one counseling and group counseling to survivors of domestic violence within the community and Willow's emergency shelter
- Monitored grant requirements to ensure compliance and reported on grant effectiveness
- Created and conducted several training courses for staff on Cultural Competency and understanding trauma
- Assisted with creating and facilitating Willow New Staff Orientation
Coordinator of Counseling Services
Willow Domestic Violence Center
08.2016 - 03.2019
- Provided trauma informed, client-centered, one-on-one counseling and group counseling to survivors of domestic violence within the community and in Willow's emergency shelter
- Provided direct supervision of 1 Counseling Center employee and 4 Interns, approximately 5 people annually
- Monitored grant requirements to ensure compliance and reported on grant effectiveness
- Created and conducted several training courses for staff on Cultural Competency and understanding trauma.
Counseling Center Counselor
Willow Domestic Violence Center
11.2009 - 08.2016
- Provided trauma informed, client-centered, one-on-one counseling to approximately 50 survivors through approximately 350 individual sessions, throughout the year
- Provided group counseling to domestic violence survivors within the community and in Willow's emergency shelter
- Developed and provided a domestic violence education program for approximately 25 clients per month who were mandated for violence prevention and reduction education by Child Protective Services, Probation, and the Court system. Topics focused on Understanding the Elements of Power and Control, Effects on Children who Witness Domestic Violence, Safety Planning, and Understanding the Impact Domestic Violence has on the survivor
- Collaborated with the Monroe County Correctional Facility to provide group counseling to approximately 45 women monthly who had previously experienced domestic violence. Topics included DV 101, Healthy Relationships, Setting Boundaries, Becoming Assertive, Increasing Self-Esteem
- Supported the Counseling Center Coordinator by performing the coordinator's tasks in her absence, and supervising interns and volunteers
- Monitored grant requirements to ensure compliance and reported on grant effectiveness
- Created and conducted several training courses for Willow staff on Cultural Competency and understanding trauma.
Project Keepsafe Client Advocate
Willow Domestic Violence Center
09.2008 - 11.2009
- Provided one-on-one counseling to 87 individuals and 71 group counseling sessions to survivors who have experienced domestic violence in various shelters throughout Monroe County, New York
- Provided advocacy and information to assist survivors in starting over again
- Collaborated closely with community agencies to create and implement survivor groups, focusing on how to move beyond the experienced abuse
- Created a group format and curriculum focusing on Healthy Relationships, Setting Boundaries, Assertiveness Training, and Increasing Self-Esteem
- This program continues to be utilized within Willow Domestic Violence Center Skills Groups currently
- Created and conducted two community training courses on Domestic Violence for collaborative partners.
Intern
Willow Domestic Violence Center
09.2007 - 08.2008
- Provided solution-focused, trauma-informed counseling to survivors of domestic violence
- Assisted in the facilitation of the Counseling Center intake process for new referrals to the program
- Assisted in the facilitation of weekly support and educational groups for survivors of domestic violence using evidence-based models to assist clients through their journey to heal
- Partnered with clients in safety planning as it pertains to their own vision of safety
- Maintained currency on community resources to assist clients with various needs, such as housing, food, transportation, and safety
- Advocated for clients on issues pertaining to domestic abuse and made appropriate referrals (i.e Legal, financial, housing, health)
- Acquired 900+ total hours on site with 450+ hours in direct counseling/client services.
Practicum
Easter Seals of Rochester
01.2007 - 05.2007
- Acquired 96+ total hours on site with 40+ hours in direct counseling/client service.
- Provided individual client counseling.
- Maintained progress notes.
- Direct on site supervision and off site individual supervision.
Job Control
Precise Tool & Mfg., Inc.
02.1996 - 04.1999
- Instrumental in the development and inception of the software package Vantage.
- Managed and control of all aspects of Accounts Receivable and Job Costing.
- Programming of worksheets in Excel.
Billing Specialist
Billitier Electric Corporation
08.1994 - 02.1996
- Job Costing of all jobs performed, including budgeting, managing the use of resources allocated to each job.
- Analyzing the overall efficiency and effectiveness of the job.
- Reporting and Reconciliation at the completion of the job.
- Invoice Preparation and Data Entry.
Accounts Payable/Accounts Receivable Clerk
TY Electric Corporation
07.1990 - 07.1992
- Enhanced vendor relationships through timely payments and clear communication channels.
- Supported month-end closing activities, ensuring accuracy in financial records and adherence to deadlines.
- Assisted in the preparation of financial statements, providing detailed account reconciliations and analysis.
- Managed a high volume of invoices, prioritizing payment schedules to optimize cash flow and maintain strong vendor relations.
Engineer Assistant
Clarostat Mfg. Company, Inc
11.1987 - 07.1990
- Engineer Assistant in Research and Development. Developed and monitored products, and Subsequent systems from concept to quality control.
- Prepared Engineering reports and analysis.
Maintenance Control Supervisor
United States Air Force, USAF
03.1985 - 03.1986
- Shift supervisor in maintenance control of all Air Traffic Control Equipment.
- Conducted strategic planning for all emergency situations.
- Created, organized, and implemented response procedures for all emergency situations throughout the base and the surrounding area.
- Preformed daily reporting to the Base Commander of activities on the base.
- Coordinated with other base agencies to provide base operations.
- Trained all new Maintenance control personnel.
Ground Radio Communication Maintenance
United States Air Force, USAF
03.1982 - 03.1985
- Responsible as a military technician for installation, troubleshooting, maintenance, and calibration of all Ground to Air Support Systems.
- Received Secret Security Clearance.
- United States Air Force Honors: Student Leader and Honor Graduate at Keesler AFB and several outstanding awards for performance on the job at Pease AFB.
Education
Master of Science - Mental Health Counseling
University of Rochester
Rochester, NY05-2009
Bachelor of Science - Psychology
SUNY Empire State College
Rochester, NY05-2006
Associate of Science - Accounting
Bryant And Stratton College
Rochester, NY05-1997
Associate of Science - Business Administration
SUNY Cobleskill Ag. And Tech.
Cobleskill, NY08-1981
Skills
- Strategic planning
- Decision-making
- Staff management
- Strategies and goals
- Project management
- Team building
- Problem-solving
- Verbal and written communication
- Analytical thinking
- Crisis management
- Budget management
- Time management
- Organizational skills
- Excellent communication
- Teamwork and collaboration
- Problem-solving aptitude
Certification
Licensed Mental Health Counselor Since February 2012
Licensed in New York - # 00504
Timeline
Director of Community Response Services/Quality Assurance Lead
Willow Domestic Violence Center
02.2024 - Current
Director of Community Response Services
Willow Domestic Violence Center
06.2021 - 02.2024
Manager of Hotline Services
Willow Domestic Violence Center
12.2020 - 06.2021
Manager of Counseling Center and Hotline Services
Willow Domestic Violence Center
03.2019 - 12.2021
Coordinator of Counseling Services
Willow Domestic Violence Center
08.2016 - 03.2019
Counseling Center Counselor
Willow Domestic Violence Center
11.2009 - 08.2016
Project Keepsafe Client Advocate
Willow Domestic Violence Center
09.2008 - 11.2009
Intern
Willow Domestic Violence Center
09.2007 - 08.2008
Practicum
Easter Seals of Rochester
01.2007 - 05.2007
Job Control
Precise Tool & Mfg., Inc.
02.1996 - 04.1999
Billing Specialist
Billitier Electric Corporation
08.1994 - 02.1996
Accounts Payable/Accounts Receivable Clerk
TY Electric Corporation
07.1990 - 07.1992
Engineer Assistant
Clarostat Mfg. Company, Inc
11.1987 - 07.1990
Maintenance Control Supervisor
United States Air Force, USAF
03.1985 - 03.1986
Ground Radio Communication Maintenance
United States Air Force, USAF
03.1982 - 03.1985
Licensed Mental Health Counselor Since February 2012
Licensed in New York - # 00504
Master of Science - Mental Health Counseling
University of Rochester
Bachelor of Science - Psychology
SUNY Empire State College
Associate of Science - Accounting
Bryant And Stratton College
Associate of Science - Business Administration
SUNY Cobleskill Ag. And Tech.
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