Microsoft Excel
Rachel Cook
Rochester,NH
Summary
Experienced Program Manager with over 15 years of experience in the psychological field, crisis management, Industrial-Organizational Psychological processes and techniques, complex problem solving, and strategic planning. Expert in data analysis, training development and application, development of systematic audits, employee supervision, and improvement of systematic processes. Decisive leader ready to leverage background in program management to expand organizational success.
Overview
19
19
years of professional experience
Work History
EOHLC Homeless Coordinator
Commonwealth Of Massachusetts, Boston, Massachuset
02.2024 - Current
- Managed and maintained a caseload of 50+ clients.
- Determine client eligibility for the Emergency Assistance (EA) program by obtaining pertinent factual information, processing applications, and making needed referrals .
- Maintained accurate documentation on all cases, ensuring compliance with policy, regulations, and confidentiality requirements. Stayed attuned to ongoing changes in policy.
- Coordinated services with other agencies, community-based organizations, shelter providers, and state agencies to promote the success of long-term housing and permanent housing placements for clients.
- Promote the success of long-term housing and permanent housing placements by educating clients on available resources, benefits, and services. Empowering clients to make informed decisions about their shelter needs.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
Program Manager, Outreach & Intake
Mindoula Health
01.2023 - 02.2024
- Led multiple teams of 30+ professionals, performed daily crisis management, and provided ongoing feedback and coaching to employees to drive performance improvement
- Developed and delivered training and continuing education programs to enhance the skills of staff
- Spearheaded comprehensive documentation, data collection/analysis, and auditing procedures overhaul, resulting in an improvement of employee and organizational performance
- Fostered a people first and data-driven team culture through direct involvement in the recognition, motivation, development, training, and retention of talent.
Intake Care Manager Lead
Mindoula Health
07.2020 - 12.2022
- Led a team of 10+ professionals to success by performing daily crisis management, providing trainings, and delivering coaching to improve performance feedback
- Developed, maintained, and delivered continuing education programs for all staff.
- Fostered positive team culture through direct involvement in the recognition, motivation, development, training, and retention of talent.
- Assisted the intake team manage complex caseloads, ensuring timely assessment, intervention, and documentation for optimal care outcomes .
- Assisted in the development and implementation of time management resources for staff and consultants.
Intake Care Manager
Mindoula Health
01.2020 - 07.2020
- Consistently maintained a caseload of 80-100 clients at 100% performance rate.
- Boosted client satisfaction rates through timely follow-ups and consistent communication regarding case progress.
- Mentored new hires and provided ongoing professional development opportunities for staff, contributing to a skilled and cohesive team of Intake Care Managers.
- Assisted in the implementation of a new intake process by collecting, analyzing, and presenting data to the leadership team.
- Provided ongoing support to clients throughout the intake process, offering guidance and advocating on their behalf as needed.
- Maintained detailed, accurate records of all client interactions, ensuring seamless handoffs between team members.
Mobile Therapist
Laurel Life
08.2018 - 06.2019
- Managed and Maintained a caseload of 10+ clients.
- Conducted functional behavior assessments, functional analysis, preference assessments and assessments of basic learning and language skills to identify target behaviors and purpose of behaviors
- Created progress reports, assessments, individualized treatment plans, and charting within required time frames
- Utilized intensive therapeutic services (Cognitive Behavior Therapy (CBT), Dialectical Behavior Therapy (DBT), Applied Behavioral Analysis (ABA), Psychoanalysis, Play Therapy, Art Therapy, and Trauma-informed Yoga) to an identified child.
Behavioral Health Specialist/Mobile Therapist
Merakey
03.2017 - 08.2018
- Managed and maintained a caseload of 10+ clients.
- Utilized intensive therapeutic services (Cognitive Behavior Therapy (CBT), Dialectical Behavior Therapy (DBT), Applied Behavioral Analysis (ABA), Psychoanalysis, Play Therapy, Art Therapy, and Trauma-informed Yoga) to an identified child
- Developed and implemented intensive individualized treatment plans addressing family relationship problems, destructive patterns of behavior and other psychosocial issues
- Counseled individuals, groups and families to bring awareness of problems, deal with crisis situations and develop action plans.
Employment Specialist
Hired Hands & Associates
04.2015 - 06.2016
- Managed and Maintained a caseload of 15+ clients.
- Delivered Job Development, Recruitment, Placement, and Training of clients for competitive employment
- Regularly Conducted Situational Assessments to determine consumer employment eligibility & job coaching
- Identified barriers to client employment and helped to devise strategies for overcoming these barriers.
Medicaid Waiver Support Coordinator
Chandler Support Services
07.2013 - 10.2014
- Case Management for 40+ individuals participating with the Medicaid State Waiver Program for the state of Florida
- Advocated, identified, accessed, and coordinated both services and service providers on the behalf of individuals receiving the Medicaid State Waiver
- Composed, updated, and maintained an individualized support plan and cost plan for the client
- Performed Crisis Intervention.
Education
Master of Science - Industrial and Organizational Psychology
University of Phoenix School of Advanced Studies
JacksonvilleBachelor of Science - Psychology
University of Phoenix
Tempe, AZCredit Hours - Psychology
University of Kentucky
Lexington, KYSkills
- Training & Development of Talent
- Team Leadership
- Time Management & Organization Skills
- Policy/Procedure Development & Improvement
- Data Analysis
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Maintained a caseload of 40+ clients.
Affiliations
- American Psychological Association
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionPersonal development programsPaid sick leave401k matchSoftware
Power BI
Microsoft Office
SPSS
Timeline
EOHLC Homeless Coordinator
Commonwealth Of Massachusetts, Boston, Massachuset
02.2024 - Current
Program Manager, Outreach & Intake
Mindoula Health
01.2023 - 02.2024
Intake Care Manager Lead
Mindoula Health
07.2020 - 12.2022
Intake Care Manager
Mindoula Health
01.2020 - 07.2020
Mobile Therapist
Laurel Life
08.2018 - 06.2019
Behavioral Health Specialist/Mobile Therapist
Merakey
03.2017 - 08.2018
Employment Specialist
Hired Hands & Associates
04.2015 - 06.2016
Medicaid Waiver Support Coordinator
Chandler Support Services
07.2013 - 10.2014
Master of Science - Industrial and Organizational Psychology
University of Phoenix School of Advanced Studies
Bachelor of Science - Psychology
University of Phoenix
Credit Hours - Psychology
University of Kentucky
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