RUSHELLE SAXBY

Manage a team of 12 Call Center Specialist

Responsible for leadership and oversight of the call center operations including all inbound calls and referrals for the agency.

Responsible for completing the screening, triage, and referral (STR) function which aides in linking individuals to the most clinically appropriate service and/or resources, as well as answering agency wide incoming calls and directing them to the most appropriate personnel and/or department.

Overseeing the operations of the Call Center that initiates the support, services, and treatments necessary to provide integrated crisis response, crisis stabilization, interventions, and crisis prevention activities.

Provided immediate evaluation, triage, and access to acute mental health, developmental disabilities, and/or substance abuse services, treatment, and supports to effect symptom reduction, harm reduction, and/or to safely transition persons in acute crises to appropriate crisis stabilization and detoxification supports/services.

Responsible for facilitating and coordinating training related to mobile crisis services and telephonic crisis intervention.

Assured that the operations of the mobile crisis program are functioning to meet the standards set forth by the agency and the state of North Carolina.

• Answering crisis line and chats, Dispatching mobile crisis worker to scene of crisis, Verified client insurance, Maintain records on potential clients., Provide comfort and counseling via phone, Maintained clinical documentation of client interventions, Performed follow-up case management with clients, Provided emergency crisis response services by phone and in person, Helped clients to identify and develop coping techniques, Educated family members and helped each support clients by improving coping techniques, Assessed mental and physical conditions of clients by consulting with professionals, conducting interviews and completing assessments, Provided excellent service and attention to customers when face-to-face or through phone conversations, Worked closely with team members to deliver project requirements, develop solutions and meet deadlines

• Review admissions applications and evaluate credentials to approve students for enrollment, Assist students in understanding academic application processes, admissions requirements and financial aid options, Collaborate with financial aid, education and career services departments to achieve student enrollment targets, Receive incoming calls from potential students and provide detailed information about the institution, Organize recruitment and admission events for prospective students, Boost registrations by improving promotional, outreach and parent/student engagement strategies

• Recognized by management for providing exceptional customer service, Work closely with team members to deliver project requirements, develop solutions and meet deadlines, Coordinate and train callers to call potential students who need to complete the application/financial aid process and to secure payment for classes, Organize events for current students to promote student involvement, Organize events with Community partners to promote education, social planning, and support community activities, International Student PDSO (Principal Designated School Official), Advise and register students for classes, A member of the 2023 SACS decennial report team, Member of the Early College Partnership team, A member of the 2023 IEP team, Report directly to the Vice President for Enrollment Management, Set consecutive enrollment records annually for headcount and credit hours, 95.7% ROI for the ADCP, Worked independently on all faces of Admissions including student recruitment, marketing, budget management, event programming, financial aid, and class registration, Attended professional development meetings, Provided training and supervision for Admission Counselor, Coordinate and train callers to call potential students who need to complete the application/financial aid process and to secure payment for classes

• Set consecutive territory-specific enrollment records, Named Top recruiting Staff in the Admissions Office, Responsibilities include: entering data and generating queries, reviewing admissions files, managing 20 students' workers, and coordinating open house events, Coordinate and train callers to call potential students who need to complete the application/financial aid process and to secure payment for classes, Provided training and supervision for Admission Counselor

• Paid bonds and submitted documents to court allowing defendants to be released from jail, Secured bonds for defendants by processing payments, Tracked, detained and brought suspects to authorities for failures to appear in court, Confirmed defendant appearance in court and tracked movements, Processed financial aid documents and completed basic verification of information

• Interviewed clients individually and in family groups to determine services to best address specific needs, Arranged and facilitated support groups, life skills education programs and supportive counseling for survivors by coordinating appropriate trained and licensed service providers., Produced referrals for various community resources, housing, and transportation services., Acted as a role model for clients by exhibiting positive behaviors., Filed court papers on behalf of victim., Communicate with District Attorney about victims' case