Nicole Watson
Gloucester,VA
Summary
VDC Options Counselor with a commitment to empowering veterans through self-direction and personalized care preferences. Proven expertise in conducting thorough intake assessments, developing customized service plans, and advocating for clients' autonomy. Skilled in information and referral services, options counseling, and community outreach. Resourceful and dedicated with excellent communication and relationship-building skills. Knowledgeable about health providers, procedures and plan benefits. Helps customers complete enrollments while minimizing stress and maximizing satisfaction with process and company.
Overview
22
22
years of professional experience
Work History
Options Counselor - Veteran Directed Care
Bay Aging
02.2022 - Current
- Conducts in-depth interviews with veterans, families, caregivers, and collateral organizations to complete BPSS assessments for the VDC program
- Fosters self-direction by assisting veterans in identifying ways to advocate for themselves to align with their preferences and choices
- Reviews health, competency, living environment, ADLs, supports, and finances
- Supports veterans in developing personalized service plans based on evaluations to address their needs
- Conducts home visits for VDC clients, ensuring a safe home environment
- Collaborates with the VA, providers, and Fiscal Management team for coordination
- Maintains clear and accurate records including contact notes, assessments, care plans, and other relevant documents
- Manages employee and employer paperwork necessary for setting up small businesses to hire personal care aides, manages employer home care budgets, status reports, etc
- Manages monthly spending plans for VDC participants, communicating regularly with the FMS provider and the Department of Veteran Affairs
- Maintains a diverse caseload with clients throughout Virginia and Maryland, including Richmond, VA Beach, Southwest Virginia, and Baltimore.
Case Manager
The Salvation Army
05.2020 - 02.2022
- Provided crisis intervention services in response to emergencies, skillfully managing needs for housing, food, clothing, or financial assistance
- Developed individualized case plans and options for clients to meet objectives
- Initiated a new client record-keeping process, decreasing inefficiency and improving administrative operations
- Organized thorough records and produced timely reports detailing the activities of the organization
- Explained participant eligibility, program requirements, and program benefits to potential clients
- Promoted the organization within the community by giving talks, connecting with community members, and solidifying partnerships
- Managed a robust recruitment program to keep paid and volunteer positions filled by well-qualified candidates
- Solicited cash donations or sponsorships from individuals, businesses, churches, and government donors
- Tracked program expenses to help meet budgetary goals and maximize the percentage going to target causes
- Recruited and managed over 150 volunteers for two consecutive years during the annual Red Kettle campaign, resulting in the highest recorded amount of donations
- Managed seasonal fundraising drives for special interests such as families, kids, and seniors.
Administrative Assistant
Gloucester County Emergency Management
10.2019 - 03.2020
- Opened, sorted, and distributed incoming mail and electronic correspondence
- Screened incoming calls and visitors to avoid unnecessary work interruptions
- Continuously classified and filed records to keep the system efficient and all information organized
- Evaluated physical and digital financial information to identify and resolve discrepancies
- Updated the general ledger with new entries, closely checking the accuracy of each transaction to minimize errors
- Investigated and resolved discrepancies during the account reconciliation process
- Processed daily invoices and payment vouchers for various vendors to keep accounting records current
- Updated the office calendar with new meetings, events, and appointments to avoid overbooking of the Emergency Operations Center
- Maintained, edited, and designed the department website, which included the community calendar, preparedness outreach, current risks, and CERT
- Documented payments and expenses to keep financial records current
- Troubleshot problems with office equipment and software to help staff stay productive and on-task
- Provided clerical support to the Assistant Emergency Management Coordinator by preparing written and electronic correspondence, supporting the development of community outreach functions, and preparing all supporting materials
- Administered the P-Card program for the department team
- Organized conferences and special events, including setting up catering and preparing all supporting materials
- Assisted with the management of Community Emergency Response volunteers, including training, record management, preparation of materials, and relationship building.
Case Manager
GUEST
11.2018 - 04.2019
- Evaluated service plans against individual goals and agency standards
- Created and maintained computerized record management systems to record, process data, and generate reports
- Documented client information obtained from interviews, services to other institutions, the public, government agencies, and other organizations
- Provided case management services, counseling, education, and life-skills training to clients experiencing homelessness
- Advocated for client rights and sought solutions to suit the clients' best interests
- Provided information for clients to access community resources for assistance
- Counseled clients in many areas, including job search tips, assistance applications, and community outreach programs
- Recommended treatment programs for clients with substance abuse issues
- Performed client screenings and accurately recorded data in case files
- Provided emotional support for clients while developing long-term plans and goals
- Provided exceptional services, including counseling, case management, education, and job training, to a diverse client base.
Yeoman/HR Professional
United States Coast Guard
10.2005 - 01.2011
- Provided human resource administration for over 200 personal records, including insurance benefits, medical readiness, and government moves
- Compiled and monitored detailed metric reports in accordance with policy and procedures
- Analyzed departmental documents for appropriate distribution and filing
- Supported Departmental Officer with daily operational functions
- Planned and executed Reserve personnel training events
- Designed and implemented a critical contact information system for Reserve personnel stationed at Sector San Francisco
- Achieved a Reserve Readiness level with compliance for Homeland Security Metrics above 90%, resulting in a rapid mobilization of 77 Reserve members to the Deepwater Horizon response effort.
Records Clerk
PRA International Inc
09.2004 - 08.2005
- Updated records with new information
- Sorted all paperwork and documents alphabetically and according to dates and significance
- Checked daily incoming paperwork and documents and made copies before filing
- Inputted all documents into the records management system
- Handled incoming and outgoing correspondence, including faxes, phone, and email
- Prepared source data for computer entry by compiling information.
Office Secretary
Comfort Keepers
01.2003 - 09.2004
- Managed client communications and data collection to increase office productivity
- Typed and compiled documents, answered phones, and completed paperwork for the office
- Answered calls in a timely manner and forwarded them to appropriate parties
- Screened and sorted incoming mail, faxes, and deliveries, routing them to appropriate personnel
- Maintained the reception area and ensured its appearance was within company standards
- Prepared packages for shipment, pickup, or courier delivery to customers
- Screened applicant resumes and coordinated both phone and in-person interviews
- Managed the reception area, including responding to telephone calls, in-person requests, internal and external communications, and greeting visitors
- Provided clerical support to company employees, including data entry of payroll, faxing, and file management.
Temporary Worker
Kelly Services Inc
09.2002 - 01.2004
- Optimized information gathering and presentations with the implementation of a practical filing system
- Examined, categorized, and sorted incoming documents
- Maintained physical and computer-based filing systems
- Prepared new files and assigned tracking identification numbers
- Located missing file materials
- Responded to internal and external requests for information
- Scanned physical files into digital records
- Performed general administrative duties, including copying, faxing, and filing.
Education
Master of Social Work (MSW) with Clinical Concentration -
Virginia Commonwealth University
Richmond, VA05.2026
Bachelor of Arts in Human Services -
Columbia College
Columbia, MO04.2019
Associate of Arts in Social Sciences -
Las Positas College
Livermore, CA01.2016
Skills
- Clerical support
- Microsoft Office Suite
- High Social Awareness
- Critical Thinking
- Handling Pressure
- Data management
- Strong interpersonal skills
- Project management
- Care coordination
- Generate reports
- Service planning
- Referral coordination
- Financial Planning
- Resource Knowledge
- Customer Assistance
- HIPAA Compliance
- Care Coordination
- Teamwork and Collaboration
- Problem-solving abilities
- Organizational Skills
- Effective Communication
- Active Listening
- Self Motivation
- Client Needs Assessment
- Case Management
- Abuse and Neglect Investigation
Accomplishments
- Certified Human Resource Administrator by the Department of Homeland Security
- Certified in FEMA's Professional Development Series for Emergency Management Professionals
- HMIS Administrator
- Serve Safe Food Handler Certification
- Charity Tracker Administrator
- Mental Health First Aide Certified
- Mandated Reported Certification
Timeline
Options Counselor - Veteran Directed Care
Bay Aging
02.2022 - Current
Case Manager
The Salvation Army
05.2020 - 02.2022
Administrative Assistant
Gloucester County Emergency Management
10.2019 - 03.2020
Case Manager
GUEST
11.2018 - 04.2019
Yeoman/HR Professional
United States Coast Guard
10.2005 - 01.2011
Records Clerk
PRA International Inc
09.2004 - 08.2005
Office Secretary
Comfort Keepers
01.2003 - 09.2004
Temporary Worker
Kelly Services Inc
09.2002 - 01.2004
Master of Social Work (MSW) with Clinical Concentration -
Virginia Commonwealth University
Bachelor of Arts in Human Services -
Columbia College
Associate of Arts in Social Sciences -
Las Positas College
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