Nicole Harris
Tempe,Arizona
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager, Contact Center Operations & Clinical Serv
Solari Crisis & Human Services
03.2024 - Current
- Oversaw operations management of a 24/7/365 crisis supervisory team to local and nation-wide crisis line.
- Managed a team consisting of 100 staff including licensed and unlicensed clinicians, operations supervisors, team leads, and crisis specialists working both in person and remotely across Arizona. Delegated role responsibilities, conducted regular check-ins, completed payroll, organized scheduling, and routine personnel management.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Developed new training for onboarding staff to ensure consistent quality. Assisted in the restructuring of new employee orientation for all roles and enhancing the retention for staff.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Provided bi-weekly supervision to licensed and unlicensed supervisors.
- Coordinated with IT and Business Intelligence Departments to upgrade technology infrastructure, enhancing operational efficiency and data security with the implementation of a new telephony system in June 2024.
- Worked closely with interdisciplinary leadership team in Arizona, Colorado, and Oklahoma including social workers, licensed counselors, and upper level administration.
- Utilized feedback from team measures to develop additional tools for communication, engagement, recognition, and education.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with community relations and partnerships, represented Solari through quarterly crisis collaboratives with all 15 counties in Arizona involving outside mental health systems, first responders, and crisis response organization. Navigated complex systems to support function of the Crisis Care Continuum on a micro, mezzo, and macro lens. Provided Care Collaborative presentations with local community agencies to further educate and inform on Arizona's crisis system. Maintained ongoing communication with RBHA and funders involving highly sensitive client needs.
- Promoted awareness of the crisis line through outreach efforts at community events and presentations.
- Participated in media interviews with AZDHS, 988, and various news agencies to educate the community on Solari and the crisis systems.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Filled in for all roles, including clinical supervisor, operations supervisor, and crisis specialist. Exercised expertise in crisis and safety assessments and providing direct-client care with callers of all crisis contracts for Arizona, Oklahoma, and Colorado.
Inpatient Behavioral Health Social Worker (PRN)
Valleywise
07.2021 - 11.2024
- Operated within an interdisciplinary team consisting of nurses, social workers, doctors, attorneys, funders, and upper hospital leadership such as the Medical Directors and Chief of Hospital Operations.
- Completed biopsychosocial assessments, diagnoses, treatment planning, discharge planning, coordination, community referrals, and counseling for various patients of adolescent, adult, and geriatric psychiatric units and the Emergency Department.
- Assessed risk factors for potential self-harm or harm towards others and PAD/GD behaviors, implementing safety measures when necessary.
- Welcomed new patients and actively built relationships by explaining patient services programs and offering information and support.
- Improved patient outcomes by developing comprehensive care plans tailored to individual needs.
- Coordinated with all aspects of the Mental Health Court process in Maricopa County including collaborating with law enforcement and the urgent psychiatric screening centers, analyzing legal documents, completion of intake assessments, interviewing and substantiating witnesses, and serving as the liaison within mental health court.
- Assists patients and families in adjusting to episodes of acute and chronic psychiatric needs.
- Facilitated support groups for patients and families, providing a safe space for sharing experiences and coping strategies.
- Developed discharge planning strategies to promote smooth and safe transitions from inpatient care to home or other facilities and to prevent readmissions.
- Evaluated the effectiveness of therapeutic interventions, making adjustments as needed to optimize patient progress.
- Assisted families in navigating complex healthcare systems, ensuring access to necessary resources and support services.
Clinical Supervisor
Solari Crisis & Human Services
07.2021 - 03.2024
- Collaborated with multidisciplinary teams to coordinate care for clients with complex needs, ensuring comprehensive support was provided across all domains of life functioning.
- Assessed patients, determined needs, and managed care.
- Enhanced team collaboration through regular staff meetings, case conferences, and training sessions.
- Responded to crisis situations with calm and professional approach to optimize support.
- Conducted clinical individual and group supervision and consultation in accordance with contractual obligations of the Arizona Crisis Line, NSPL Back Up Line, 988 LGBTQIA+ Crisis Line, SafeDVS Line, and Oklahoma 988.
- Ensured compliance with regulatory standards by conducting regular audits of clinical records and procedures for assigned staff.
- Monitored adherence to ethical guidelines among clinical staff members, supporting their ongoing professional growth while maintaining high quality care standards.
- Assisted in reliable and ethical clinical decision-making while on-shift for all staff and supervisors to utilize within the Contact Center. Served on a weekly on-call clinical rotation as a back-up clinical supervisor.
- Monitored, analyzed, and corrected staff performance, as well as developing creative staff-focused support plans to improve outcomes.
- Delivered performance-based communication in a respectful and empathetic manner.
- Provided telephonic support to client sand callers seeking crisis support.
- Implemented performance improvement initiatives focused on enhancing client experience and service quality.
- Anticipated and supported the Contact Center operation needs in Arizona and Oklahoma by ensuring adequate coverage and staffing. Cross-trained on all operations desks including dispatch, operations support, mentoring, and the Contact Center Operations Supervisor desk.
- Interviewed, trained, and mentored new supervisors and managers in Arizona and Oklahoma.
- Developed curriculum for additional contractual role-outs including Arizona Statewide, Empact partnership, SafeDVS, NSPL Back Up, and LGTBQ.
- Attended PD Co-Locations and provided shadowing opportunities for PD/FD dispatchers and officers to understand the Crisis Care Continuum.
- Collaborated with external entities to support the individualistic needs of acute contacts on various lines of business.
Contact Center Team Lead
Solari Crisis & Human Services
11.2020 - 07.2021
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Demonstrated enhanced knowledge and skillset of Solari Crisis operations, services, policies, and procedures within Contact Center Operations.
- Provided support and crisis response to marginalized communities within Arizona.
- Utilized screening tools to guide crisis intervention based on acuity and risk.
- Collaborated alongside behavioral health and emergency services.
- Cross-trained and performs operations of all Arizona dispatch desks including Northern Arizona and transportation.
- Services the Arizona Crisis Operations Supervisor Desk.
- Worked different stations to provide optimal coverage and meet production goals including Operations Desk, Follow-Ups, and Text/Chat.
Medical Social Worker Intern
Dignity Health - St. Joseph's Hospital And Medical Center
08.2020 - 12.2020
- Developed, coordinated, and provided social services via outpatient ambulatory healthcare setting to infant to geriatric patients who are experiencing biopsychosocial stressors.
- Assisted patients and families in adjusting to episodes of acute and chronic illness, coping with lifestyle changes, participating in restorative health programs, and addressing issues of death and dying.
- Facilitated patient transitions from hospital to home or other care settings, ensuring a smooth and supportive process.
- Collaborated with patients and families to resolve social, financial, cultural, and emotional stressors related to the patient's rehabilitation.
- Assisted patients in navigating complex healthcare systems, reducing stress associated with accessing necessary treatments or procedures.
- Provided emotional and bereavement support to patients and families who have been directly affected by COVID-19 pandemic.
- Promoted cultural competence within the healthcare team by providing education on cultural variations in beliefs surrounding illness and treatment options.
- .Served on Refugee Health Partnership Committee to provide quality healthcare to unaccompanied minors, aslyees, asylum-seekers, and refugees.
Crisis Specialist
Solari Crisis & Human Services
05.2020 - 11.2020
- Responsible for receiving and responding to telephonic crises through the crisis lines offered in Central and Nothern Arizona.
- Completed safety screenings and assessments to ensure the safety of all individuals served.
- Handled high call volumes calmly and efficiently, balancing empathy with time management skills.
- Supported families in understanding their loved ones'' needs during times of crisis, promoting better engagement in the healing process.
- Managed high-stress situations with a calm demeanor, providing the necessary support to both clients and team members during challenging times.
- Provided emotional support, de-escalation, and psychoeducation as clinically appropriate.
- Demonstrated effective critical thinking and decision-making for managing high-acuity crisis requests that prioritize safety and crisis resolution.
- Improved caller experience by providing empathetic listening and support during crisis situations.
- Fluent in AHCCCS behavioral health system operations and the Crisis Care Continuum.
Inpatient Medical Social Work Intern
Banner Desert Medical Center
01.2020 - 08.2020
- Provided social work services to patients and families who are faced with social, emotional, and situational stressors precipitated by illness, injury, and/or disability to the inpatient hospital settings, with an emphasis on the Emergency Department, Trauma, Telemetric, and Neurological Units.
- Improved patient outcomes by conducting comprehensive psychosocial assessments and developing individualized care plans.
- Coordinated discharge planning efforts with multidisciplinary team members to ensure seamless transitions from hospital to home or other levels of care settings.
- Attended daily rounds and collaborate with the inpatient interdisciplinary treatment teams including physicians, rehabilitation, and nursing staff throughout a patient's stay.
- Connected patients with appropriate community resources, facilitating access to financial assistance, housing, and support groups.
- Coordinated timely discharges by effectively communicating with physicians, nurses, social workers, and other relevant stakeholders.
- Completed various psychosocial needs assessments and health screenings and assisted with case management and care coordination to safely discharge patient and prevent readmission.
Social Work Intern, West Side Head Start
Catholic Charities
01.2019 - 08.2020
- Worked with at-risk parents and children aged 0-5 through home-based visitation programs to achieve kindergarten readiness using therapeutic, evidence-based curriculum with an emphasis on first-time teen parents.
- Facilitated monthly community-based support groups for parents and their children.
- Developed treatment plans on the youth and family needs.
- Conducted a needs assessment in the contracted service area.
- Worked alongside leadership on assessing services and success rates upon termination.
- Built rapport and relationships with community partners and stakeholders to increase collaborative care.
Family Preservation Team Lead
Friendly House
04.2019 - 05.2020
- Served as the clinical lead on a treatment team and provided supervision to assigned Family Support Specialists.
- Provided short-term, home-based services to families affiliated with DCS to triage imminent safety concerns, to improve healthy child-parent interactions and relationships, and achieve stability.
- Utilize therapeutic, evidence-based interventions such as CBT, SBFT, and Motivational Interviewing to assist families in achieving said treatment goals of reunifying and graduating from DCS services.
- Conducted clinically appropriate intake, comprehensive assessment, treatment plans, and discharge summaries at times involving Family Court Systems.
- Oversaw and assisted in coordinating services with community programs in Maricopa County.
- Responsible for data monitoring, evaluation, and reporting requirements.
- Facilitated contract-wide trainings pertaining to child welfare, substance use, behavioral health, and community resources.
DCS High Needs Case Manager
La Frontera Empact
09.2015 - 04.2019
- Managed a caseload of 20 at-risk youth aged 0-18.
- Collaborated with clinical team to engage, educate, communicate, and coordinate integrated care with the Child and Family Team.
- Completed emergent community and hospital-based intakes for children, including the completion of assessments, screenings, mental status exams, and treatment plans.
- Built and facilitated CFT meetings to promote self-advocacy and ongoing case management services to children in out-of-home care.
- Participated in court hearings, IEP meetings, home visits, and hospital staffings.
- Served as the behavioral health liaison co-located through DCS to provide collaborative, evidence-based care to agency's clientele.
- Completed Rapid Response Assessments to youth placed into DCS care within 72 hours of removal.
- Completed SMI evaluations as clinically appropriate.
- Facilitated individual and group skill-building sessions.
- Provided therapeutic services to children and families during crisis, relapse, and transition.
- Facilitated group sessions for high needs individuals including CBT group, DBT group, and human-trafficking groups, fostering a sense of community while addressing common challenges faced by participants.
Public Health and Social Work Intern
Casa De Los Ninos
01.2015 - 05.2015
- Provided trauma-informed, clinical childcare for at-risk, abused, medically fragile, and/or neglected children aged 0-12 of emergency shelter status.
- Completed intake and discharge of children into and out of the crisis shelter.
- Implemented evidence-based interventions to address diverse client needs including mental health, addiction, trauma, and family dynamics.
- Collaborated with a variety of government agencies, hospitals, and public health initiates to provide services.
- Supervised and documented daily parent and child visitations.
Resident Assistant
University of Arizona Residence Life
08.2012 - 05.2015
- Supervised over 62 undergraduate men and women to promote safety, security, academics, and community sustainability.
- Collaborated with 18 staff members to create inclusive and sustainable programs with a yearly budget.
- Served on an on-call rotation implementing crisis management and response to emergency situations.
- Exhibited and practiced interpersonal and problem-solving skills for all members of the on-campus community.
- Organized and hosted social and educational events for residents to foster meaningful connections and community spirit.
- Advised the hall's student governing body in programming and advocating for residents.
- Interviewed and trained all new hires on job responsibilities.
- Served as an approachable resource for residents seeking advice or assistance with personal or academic issues.
- Managed front desk operations during assigned shifts, assisting visitors with inquiries while maintaining accurate records of residence hall activities.
- Increased retention of first-year students by fostering a supportive living-learning community for residents.
- Assisted in training new Resident Assistants each year, sharing best practices for effective community building and management strategies.
Education
Master of Social Work -
Arizona State University
Phoenix, AZ05-2021
Bachelor of Science - Public Health
University of Arizona
Tucson, AZ08-2015
Licensure
Licensed Master of Social Work, LMSW-19679A, July 2021-July 2025
Arizona State Board of Behavioral Health Examiners
Certification
- Certified Crisis Helpline Specialist, International Council for Helplines, 2021-ongoing
- BLS/CPR, 2024
- CPI, 2015-ongoing
- TF-CBT, December 2021
- Infant Toddler Mental Health, 2017
- Mental Health First Aid, 2015
- ASIST, 2015
- Nurtured Heart Approach, 2015
- Trauma-Informed Care, March 2015
Accomplishments
- Solari Starfish Award Winner, 2022
- ASU Phi Alpha Social Work Honor Society Member, 2019-2021
- La Frontera EMPACT Leadership Team 2017-2019
- La Frontera EMPACT Partner in Excellence Award Recipient, 2017
- UofA Residence Hall Honorary RA Advisor, August 2012-May 2015
- UofA Tunnel of Oppression Executive Board Member 2011-2012
- Girl Scout Gold Award, 2011
- Girl Scout Silver Award, 2009
- Girl Scout Bronze Award, 2007
Timeline
Manager, Contact Center Operations & Clinical Serv
Solari Crisis & Human Services
03.2024 - Current
Inpatient Behavioral Health Social Worker (PRN)
Valleywise
07.2021 - 11.2024
Clinical Supervisor
Solari Crisis & Human Services
07.2021 - 03.2024
Contact Center Team Lead
Solari Crisis & Human Services
11.2020 - 07.2021
Medical Social Worker Intern
Dignity Health - St. Joseph's Hospital And Medical Center
08.2020 - 12.2020
Crisis Specialist
Solari Crisis & Human Services
05.2020 - 11.2020
Inpatient Medical Social Work Intern
Banner Desert Medical Center
01.2020 - 08.2020
Family Preservation Team Lead
Friendly House
04.2019 - 05.2020
Social Work Intern, West Side Head Start
Catholic Charities
01.2019 - 08.2020
DCS High Needs Case Manager
La Frontera Empact
09.2015 - 04.2019
Public Health and Social Work Intern
Casa De Los Ninos
01.2015 - 05.2015
Resident Assistant
University of Arizona Residence Life
08.2012 - 05.2015
Master of Social Work -
Arizona State University
Bachelor of Science - Public Health
University of Arizona
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