Paula McClendon
Cincinnati,OH
Summary
Accomplished professional with a proven track record at United Way of Greater Cincinnati, adept in complex problem-solving and customer service. Excelled in enhancing customer satisfaction and streamlining onboarding processes through meticulous attention to detail and advanced computer skills. Demonstrated success in improving service delivery and establishing key partnerships, significantly contributing to organizational goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
211 Associate
United Way of Greater Cincinnati
01.2008 - Current
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Facilitated training sessions for new employees, ensuring smooth onboarding process.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Provided accurate and appropriate information callers.
Family Wellness Outreach Worker
Crossroad Center
07.2007 - 10.2007
- Connected individuals to appropriate resources through comprehensive assessments, referrals, and follow-ups.
- Developed strong relationships with local organizations to establish a network of support services for clients in need.
- Administered diabetic testing and case management services to at risk population (homeless, substance abusers and elderly population.
- Facilitated PHAT (Positive Health Active Teen) girl's camp that incorporated fitness, nutrition and education for teen girls that were at risk of becoming obese.
Intake/Investigation Worker
Hamilton County Job and Family Services
10.2006 - 06.2007
- Investigated allegations of abuse, dependency and neglect of minor children.
- Collaborated with police, family members and court system to provide a stable and safe environment for at risk children.
- Generated reports detailing findings and recommendations.
Assessment Specialist
Hamilton County TASC
05.2001 - 09.2006
- Documented treatment goals, plans, assessments, and clinical data in confidential electronic medical record.
- Equipped clients with self-management skills and educational information and encouraged clients to fully participate in treatment and recovery.
- Assessed criminal justice clients for education/treatment options using the SASSI, MAST and ASI screening tools and made recommendation for treatment based on diagnosis.
- Provide treatment recommendations to Hamilton County Department of Probation, Municipal and Common Pleas Courts.
- Provide intensive case management services to juveniles that was referred by the Hamilton County Juvenile Court and Ohio Department of Youth Services.
CHIP Specialist
Hamilton County Job and Family Services
07.1998 - 04.2001
- Followed all company policies and procedures to deliver quality work.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Processed applications and determined Medicaid eligibility for families based on federal income guidelines.
- Assisted in cross training worker in various departments.
- Corresponded with applicants by phone and mail follow-up.
Education
Bachelor of Science - Addiction Studies
University of Cincinnati
Cincinnati, OHAssociate of Arts - Pre-Social Work
University of Cincinnati Clermont College
Batavia, OHSkills
- Customer Service
- Complex Problem-Solving
- Attention to Detail
- Computer Skills
- Customer Needs Assessment
Certification
Certified Chemical Dependency Counselor (2002-2008)
Community Resource Specialist (2009-current)
Timeline
211 Associate
United Way of Greater Cincinnati
01.2008 - Current
Family Wellness Outreach Worker
Crossroad Center
07.2007 - 10.2007
Intake/Investigation Worker
Hamilton County Job and Family Services
10.2006 - 06.2007
Assessment Specialist
Hamilton County TASC
05.2001 - 09.2006
CHIP Specialist
Hamilton County Job and Family Services
07.1998 - 04.2001
Associate of Arts - Pre-Social Work
University of Cincinnati Clermont College
Certified Chemical Dependency Counselor (2002-2008)
Community Resource Specialist (2009-current)
Bachelor of Science - Addiction Studies
University of Cincinnati
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