Pamela Jack
Chesapeake,VA
Summary
Companionate and highly dedicated Case Manager with extensive experience of 3+ years in Case Management and Human Services. Proven ability to work collaboratively and independently to provide quality services to at-risk populations. Skilled in needs assessment, counseling techniques, and interventions. Possess a knack for developing creative solutions to complex problems. Seeking a position with the opportunity for new challenges and professional development and advancement.
Professional with strong background in case management and client support. Skilled in developing individualized care plans, coordinating resources, and maintaining client records. Focused on team collaboration and achieving results within dynamic environments. Reliable, adaptable, and equipped with excellent communication and problem-solving abilities.
Knowledgeable [Desired Position] with strong foundation in case management practices and client support. Proven track record in effectively managing caseloads and collaborating with multidisciplinary teams to deliver comprehensive care solutions. Demonstrated ability to navigate complex social services systems and advocate for client needs.
Results-driven professional with background in case management and client advocacy. Adept at developing and implementing individualized care plans, ensuring clients receive appropriate resources and support. Known for fostering collaborative team environments and maintaining flexibility in dynamic situations. Proficient in client assessment and resource coordination, with commitment to achieving positive outcomes.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
20
20
years of professional experience
Work History
Case Manager (Intern)
Catholic charities of eastern Virginia
01.2016 - Current
- Maintain and manage a caseload of 6 clients
- Assist case managers with preparing annual reports for submission to the Department of Social Services
- Accompany and assist case manager with monthly client visits, follow-up, and care plan meetings
- Prepare reports, case note summaries, and documentation of all interactions with clients
- Assist and provide ongoing assessment and planning on behalf of clients
- Work with internal and external resources to preserve dignity and sustain quality of life of clients
- Peer review client files in preparation for state audit
- Assist with coordination of services for clients; work with family members, assisted living, nursing home facilities and social services agencies on client’s behalf
Partner Service Representative
CBN
01.2014 - 05.2016
- Respond to inbound telephone inquiries from existing and potential clients in a call center environment
- Encourage individuals experiencing despair and loss of hope
- Practice and maintain client confidentiality
- Exercise active listening skills and empathy to each caller
- Ask clarifying questions to ensure clients' requests are understood
Representative Payee
Catholic charities of eastern Virginia
01.2015 - 04.2016
- Receive beneficiary’s SSDI or SSI payments and deposits within a federally-regulated banking facility
- Determine the beneficiary’s needs and use his or her payments to meet those needs
- Report any changes or events which could affect the beneficiary’s eligibility for benefits or payment amount;
- Keep records of all payments received and how they are spent and/or saved;
- Provide benefit information to social service agencies or medical facilities that serve the beneficiary
- Notify the Social Security Administration of any changes or circumstances that would affect the client’s benefits
- Return any unused benefits to Social Security Administration which may or may not belong to the client
- Work with adults with mental health issues, providing payee services and other social supports
- Provide bill pay services while helping manage people's Social Security Income
- Assist clients gain personal independence by providing financial stability
- Submit to periodic audits by both catholic Charities and the Social Security Administration
- Work in Collaboration with clients, families, and other agencies when necessary
- Exercise sound judgment and hold protected financial and sensitive information in the strictest of confidence in accordance with company rules
Case Manager (Intern)
Second Chances
01.2014 - 12.2014
- Utilized active listening and effective communication skills to interview applicants to determine eligibility
- Explained application procedures to individuals and answered questions on how to complete the application forms
- Communicated program time limits, expectations, and other program requirements to the client, and served as a central point of communication for financial support, child care, substance abuse programs, housing, and employment services
- Performed data entry into computer systems and retrieved information from those systems
- Re-determined eligibility, by reviewing and verifying client information, and prepared documents in accordance with established rules and regulations
- Maintained complete and accurate records on client's eligibility for all assigned programs
- Advised clients of case status, including explaining eligibility requirements, benefit factors, rights, and responsibilities, assessed client needs, and referred clients to public assistance and other community resources
Domestic Engineer
Home Residence
01.2009 - 12.2013
- Pursued education in Human Services and Liberal Arts, managed household activities, and supported spouse in Military Orders
Customer Service Representative
Community Bank
01.2005 - 12.2009
- Determined eligibility for FDIC insurance and survivor benefits for customers
- Advised and instructed the client on debt management and consolidation
- Performed loss mitigation and recovery activities
- Composed correspondence and reports as needed
- Exercised sound judgment and remained calm under extreme pressure to think and provide quick responses in a given situation
- Provided exceptional customer service relationships and maintained rapport with all levels of management, military officials, employees, and the general public
- Completed forms and revised documents for accuracy
- Processed and funded loans in excess of $50,000
- Received and responded to inbound calls, emails, and online queries from clients and coworkers in a professional and courteous manner
- Assisted both internal and external clients to resolve issues in a timely manner
Education
Master of Arts - Human Services Counseling
Regent University
Virginia Beach, VA01.2023
Bachelor’s Degree - Human Services
Saint Leo University
Chesapeake, VA01.2016
Associate Degree - Liberal Arts
Saint Leo University
Chesapeake, VA01.2015
Associate Degree - Human Services
Tidewater Community College
Norfolk, VA01.2014
Skills
- Mental Health Case Management
- Crisis Intervention
- HIPPA Guidelines
- Medicaid Familiarity
- Customer Relations
- Treatment Plans
- Community Involvement and Partners
- Documents Management
- Mental Health Conditions
- Mental Health Advocacy
- Microsoft Office Suite
- Organizational growth
- Self-motivation and initiative
- Decision-making
- Documentation accuracy
- Data analysis proficiency
- Conflict resolution strategies
- Research and evaluation
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking
- Active listening
- Verbal and written communication
- Adaptability and flexibility
- Microsoft office
- Documentation skills
- Client advocacy
- Analytical thinking
- Conflict resolution
- Professionalism
- Policy understanding
- Time management abilities
- Adaptability
- Confidentiality practices
- Data confidentiality
- Data entry software
- Problem-solving skills
- Time management
- Calm and professional under pressure
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Effective communication
- Phone etiquette
- Customer relations
- Call center experience
- De-escalation techniques
- Inbound call management
- Policies and procedures adherence
- Critical thinking
- Data entry
- Call center operations
- Account updating
Accomplishments
· Assisted in the ongoing assessment of client's needs and collaborated in the planning process to address needs.
· Communicated closely with internal and external resources to preserve the dignity and sustain the quality of life of clients.
· Played an important position in the coordination of services for clients by interacting with family members, assisted living facilities, nursing homes, and social services agencies to provide comprehensive support.
· Prepared client files for state audits by peer reviewing and assuring compliance with regulations and best practices.
Timeline
Case Manager (Intern)
Catholic charities of eastern Virginia
01.2016 - Current
Representative Payee
Catholic charities of eastern Virginia
01.2015 - 04.2016
Partner Service Representative
CBN
01.2014 - 05.2016
Case Manager (Intern)
Second Chances
01.2014 - 12.2014
Domestic Engineer
Home Residence
01.2009 - 12.2013
Customer Service Representative
Community Bank
01.2005 - 12.2009
Bachelor’s Degree - Human Services
Saint Leo University
Associate Degree - Liberal Arts
Saint Leo University
Associate Degree - Human Services
Tidewater Community College
Master of Arts - Human Services Counseling
Regent University
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