Olivia Lair
Austin
Summary
Customer Support Manager with expertise in conflict resolution and persuasive communication. Proficient in quality assurance and training, enabling teams to achieve optimal performance. Demonstrates reliability and meticulous attention to detail in managing processes and timelines for successful task completion.
Overview
29
29
years of professional experience
Work History
OAG-Child Support Officer III
Attorney General’s Office
Austin
03.2024 - Current
- Conducts detailed in-office investigations to locate parties, verify employment and determine assets
- Prepares documents relating to legal and administrative actions to establish or enforce child support orders
- Negotiates lump sum payments from noncustodial parents who owe past due child/medical support
- Negotiates out-of-court settlements and agreements with parties
- Monitors child support cases and refers delinquent cases for the appropriate enforcement action(s)
- Documents all case actions taken using the appropriate agency tools, including but not limited to Texas Child Support Enforcement System (TXCSES), case/court documents
- Reviews and maintains child support virtual files for accuracy in the Enterprise Content Management (ECM) repository
- Reviews cases to determine if the cases are eligible for closure
- Attends court to assist legal staff, as needed
- Researches case information on the computer including TXCSES
- Maintains current knowledge of child support policies and procedures, Texas Family Law, federal regulations, and other states’ IV-D regulations
- Assesses child support cases to determine the appropriate case action
- As team leader, assigns and monitors work of assigned staff
- Supervises office staff in the absence of the office manager and/or supervisor
- Explains Child Support Program policies, procedures, and regulations to customers
- Responds to customer inquiries and resolves complaints concerning case status
- Assesses the validity of complaints against the IV-D program with impartiality
- Serves as Notary Public
- Performs related work as assigned
- Maintains relevant knowledge necessary to perform essential job functions
- Attends work regularly in compliance with agreed-upon work schedule
- Ensures security and confidentiality of sensitive and/or protected information
- Complies with all agency policies and procedures, including those pertaining to ethics and integrity
Child Support Technician II
Attorney General’s Office
San Marcos
06.2023 - 03.2024
- Opened cases on the Texas Child Support Enforcement System (TXCSES); checked for duplicate cases, assessed cases to determine case type, validity and completeness of information; requested missing information or documents; forwards cases to the appropriate Child Support Office
- Entered, retrieved, and updated child support case information on TXCSES/ChAMP
- Monitored TXCSES and other computer databases to identify new or updated locate information
- Verified locate and employment information using all available sources
- Prepared routine or periodic reports
- Researched court orders
- Responded to routine telephone inquiries concerning child support cases
- Opened, sorted, and distributed incoming mail and documents
- Assisted with conducting seminars and interviewing custodial parents to gather additional information about absent parents
- Assisted with training staff
- Scanned and indexed documents
- Reviewed and maintained child support virtual files for accuracy in the Enterprise Content management (ECM) repository
- Performed related work as assigned
- Maintained relevant knowledge necessary to perform essential job functions
- Attended work regularly in compliance with agreed-upon work schedule
- Ensured security and confidentiality of sensitive and/or protected information
- Complied with all agency policies and procedures, including those pertaining to ethics and integrity
Intrastate/Interstate Support Enforcement Specialist
Commonwealth of Virginia/Virginia Division of Child Support Enforcement
Newport News
08.2019 - 01.2022
- Worked in a team setting
- Maintained a caseload of assigned child support cases
- Provided location services
- Ensured compliance with child and/or medical support orders through administrative and judicial enforcement actions
- Provided testimony in court proceedings when required
- Interacted with a diverse public in a service setting to tactfully solve problems, sometimes in difficult situations where conflict is encountered
- Worked independently: planned, organized and handled multiple priorities in a case management/caseload setting
- Researched and interpreted court orders
- Responded to routine telephone inquiries concerning cases
- Monitored and conducted research in all available databases to identify new or updated locate information
- Verified locate and employment information using all available sources
- Collected information through interviewing and obtaining/reviewing records, documents, and reports
- Analyzed and determined the appropriate actions to achieve the best results
- Interpreted and applied laws, regulations, policies, and/or procedures ensuring compliance
- Utilized necessary state and federal automated information systems
Mental Health Skill Building Counselor
Foundation Stone Inc
Lynchburg
06.2017 - 07.2019
- Documented client progress in confidential files
- Provided clients with recommendations to community resources
- Conducted competency-based, interactive interviews to identify client needs
- Assessed clients' work readiness, made referrals and coached clients on job searches
- Cultivated relationships and collaborated with leaders in the community, businesses and local citizens
- Educated families and community members about domestic violence, including its impact on children
- Provided emotional support while with residents to develop long term plans and goals
- Utilized client specific skill building techniques to support clients in meeting therapeutic goals
- Presented case history material for review
- Documented psychiatric services and responses to treatment in patient case files
Associate Mental Health Professional
Centra Health-Bridges Treatment Center
Lynchburg
03.2016 - 07.2018
- Participated in the development of the milieu
- Managed therapeutic milieu activities
- Observed, reported and documented behaviors
- Provided opportunities to strengthen appropriate behavior and alter problematic behavior
- Monitored, documented and managed maladaptive behavior
- Provided supervision and direct care to individuals
- Participated in the development of treatment goals or plans
- Implemented psycho-education treatment or lesson plans
- Engaged individuals in therapeutic relationships
- Supported individual goals within the program
- Enhanced motivation for change
- Effectively utilized and documented in the Electronic Medical Record (EMR) as appropriate.
Community Based Counselor
Anderson Behavioral Counseling
Lynchburg
11.2016 - 04.2017
- Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT)
- Mediated conflicts within families to clarify and resolve underlying issues
- Performed client assessments and developed treatment plans
- Provided complex crisis intervention and stabilization to patients in psychological distress
- Connected clients with community service and resource agencies
- Conducted therapeutic individual and family therapy sessions.
- Observed and monitored client behavior and responses to treatment
- Provided clients with recommendations to community resources
- Documented client progress in confidential
- Provided comprehensive case management services, including creating treatment plans and connecting clients and families to appropriate resources
Therapeutic Day Treatment Counselor
United Support Services Inc
Bedford
06.2015 - 10.2015
- Maintained a caseload of an average of 6 children in public schools
- Documented psychiatric services and responses to treatment in patient case files
- Ran individual therapy and group therapy sessions for children ages 5 to 11
- Developed and implemented treatment plans and modified when needed
- Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning
- Provided comprehensive case management services, including creating treatment plans and connecting clients and families to appropriate resources
- Observed and monitored client behavior and responses to treatment
Community Based Counselor
National Counseling Group Inc
Lynchburg
01.2015 - 06.2015
- Work independently while managing a caseload of multiple Intensive In Home, Life Skills Coaching, Mental Health Support case;
- Responsible for the development of Clinical Treatment plan and the application of the treatment plan in progressive treatment.
- Establish and maintain good working relationships with other public and private agencies/services, and coordinate various.
- Legal and social services for the client's benefit.
- Provide counseling services to adults and children of varied ages in the home and community setting.
- Provide on-call crisis management as needed.
- Provide individual and group services to youths in a school setting.
- Participate in the resolution of problems; reinforce and support the client when having behavioral difficulties, perform crisis intervention, and act as role model for children involved
Community Based Counselor
Intercept Youth Services
Lynchburg
09.2014 - 01.2015
- Worked independently to manage a challenging caseload of intensive-in-home cases.
- Responsible for the development of Clinical Treatment plan and the application of the treatment plan in progressive treatment.
- Maintained regular communication with department supervisor ensure all actions taken comply with departmental and agency policies and procedures.
- Provided counseling services to children of varied ages in the home setting.
- Provided individual and group services to youths in a school setting
- Participated in the resolution of school problems; reinforced the child when having behavioral difficulties, performed crisis intervention, and acted as role model for children involved
- Maintained up-to-date client records, and prepared necessary reports in a timely and accurate manner
- Participated in clinical supervision sessions on a weekly basis
Family Services Specialist
Amherst County Department of Social Services
Amherst
12.2013 - 08.2014
- Managed tasks and clients throughout each day
- Worked collaboratively on a team and with other agencies and departments
- Provided support to those in need
- Attended all required training and supervision, in addition to required meetings
- Opened and managed Service Intake cases, as needed
- Received Child Protective Services complainants via walk-in, fax, Sheriff's Office, phone or mail
- Obtained all necessary information
- Input the demographics, alleged abuse/neglect, complainant and details from complaint into OASIS database
- Referred clients to appropriate services
- Managed an Ongoing CPS and CPS Prevention Case load according to the Virginia Commonwealth Requirements
- Documented all interactions throughout the day
- Managed/Resolved crisis situations whenever necessary
- Created a safe and calming environment for all interactions with Clients; whether in person or via telephone
- Visited clients' homes for welfare checks, face to face visits and to offer services
- Created and maintained all necessary paperwork and documentation
Child Protective Services Family Service Worker
Campbell County Social Services
Rustburg
09.2013 - 12.2013
- Managed tasks and clients throughout each day
- Worked collaboratively on a team and with other agencies and departments
- Received Child Protective Services complainants via walk-in, fax, Sheriff's Office, phone or mail
- Obtained all necessary information
- Input the demographics, alleged abuse/neglect, complainant and details from complaint into OASIS database
- Referred clients to appropriate services
Counselor II
Centra Health/Virginia Baptist
Lynchburg
06.2011 - 10.2011
- Provided Counseling services to children of varied ages in a hospital setting
- Provided individual and group session to youth with the collaboration of other counselors, nurses, and physicians
- Maintained accurate client records and prepare required reports in a timely manner
- Mediated and support during conflicts, teaching and practicing coping skill
- Provided a supportive and safe environment for all patients at all times
- Monitored and documented patient behavior
- Counseled and provided support one-on-one with patients when needed
- Supervised, lead, and instructed patients at all times
Intensive In-Home Counselor
The Madeline Centre, Inc
Lynchburg
03.2010 - 01.2011
- Worked independently to manage a challenging caseload of multiple Intensive In Home and Day Treatment cases
- Responsible for the development of Clinical Treatment plan and the application of the treatment plan in progressive treatment
- Established rapport with client's and their families, in addition to other community agencies to encompass full care for clients
- Provided play therapy, cognitive behavioral therapy, role playing and other therapeutic approaches.
- Provided 24 hour on-call crisis management as needed
- Provided individual and group services in a school setting
- Participated in the resolution of behavioral difficulties occurring in the school setting and provide crisis intervention
- Collaborated with school administration and faculty to ensure consistency of services provided in the Behavioral Management Plan
- Maintained accurate client records and prepare required reports in a timely manner
- Participated in clinical supervision sessions on a weekly basis
Mental Health Specialist
Jefferson Trail Treatment Center For Children
Charlottesville
08.2008 - 07.2009
- Monitored and documented behaviors of adolescents in a locked facility
- Created a supportive and safe environment for all residents
- Documented all behavior; kept clear and precise documents
- Mediated during conflicts and taught appropriate coping skills
- Counseled one-on-one with residents in times of need
- Supervised, led, and instructed residents
Counseling Intern
Virginia Baptist Hospital
Lynchburg
05.2007 - 08.2007
- Practiced counseling youth
- Practiced strategies to assess youths in therapy and teach skills to cope with dysfunctions and difficulties
- Worked as a part of a team to support child/adolescent patients
- Learned specific treatment approaches and assisted in the application of such strategies.
- Observed one-on-one and group counseling sessions
Customer Services Manager
USAG Annuity and Insurance
Appomattox
04.1996 - 07.2000
- Led a team of customer service representatives
- Documented procedures, problems and resolutions
- Trained new employees
- Supervised customer service call center
- Acted as third-tier escalation contact for unresolved customer issues
- Worked directly with customers in resolving conflicts
Deputy Dispatcher
Appomattox Sheriff's Office
Appomattox
05.1998 - 01.1999
- Dispatched calls to deputies, lifesaving crews, and fire departments efficiently.
- Oversaw management of all female inmates and incoming inmates.
- Collected pertinent information through phone interactions for accurate records.
- Ran identifying information to assist deputies in the field promptly.
- Documented events and maintained precise time stamps for all activities.
Education
Bachelor of Science - Psychology
Liberty University
Lynchburg, VA05.2009
Skills
- Case management and legal documentation
- Child support enforcement
- Negotiation and conflict resolution
- Database and report management
- Compliance monitoring and attention to detail
- Client relations and management
- Effective communication skills
- Team collaboration and leadership
Timeline
OAG-Child Support Officer III
Attorney General’s Office
03.2024 - Current
Child Support Technician II
Attorney General’s Office
06.2023 - 03.2024
Intrastate/Interstate Support Enforcement Specialist
Commonwealth of Virginia/Virginia Division of Child Support Enforcement
08.2019 - 01.2022
Mental Health Skill Building Counselor
Foundation Stone Inc
06.2017 - 07.2019
Community Based Counselor
Anderson Behavioral Counseling
11.2016 - 04.2017
Associate Mental Health Professional
Centra Health-Bridges Treatment Center
03.2016 - 07.2018
Therapeutic Day Treatment Counselor
United Support Services Inc
06.2015 - 10.2015
Community Based Counselor
National Counseling Group Inc
01.2015 - 06.2015
Community Based Counselor
Intercept Youth Services
09.2014 - 01.2015
Family Services Specialist
Amherst County Department of Social Services
12.2013 - 08.2014
Child Protective Services Family Service Worker
Campbell County Social Services
09.2013 - 12.2013
Counselor II
Centra Health/Virginia Baptist
06.2011 - 10.2011
Intensive In-Home Counselor
The Madeline Centre, Inc
03.2010 - 01.2011
Mental Health Specialist
Jefferson Trail Treatment Center For Children
08.2008 - 07.2009
Counseling Intern
Virginia Baptist Hospital
05.2007 - 08.2007
Deputy Dispatcher
Appomattox Sheriff's Office
05.1998 - 01.1999
Customer Services Manager
USAG Annuity and Insurance
04.1996 - 07.2000
Bachelor of Science - Psychology
Liberty University