Sandi Durand
Loon Lake,WA
Summary
Compassionate with a strong focus on respecting each caller, actively listening to their concerns, and connecting them with multiple resources to assist with their concerns. Empathetic to each individual with a genuine concern for every person's quality of life.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Regional Ombudsman LTC
People For People
Yakima, Washington
06.2022 - 01.2026
- Educated and empowered residents in Long Term Care facilities on their rights and available resources.
- Attended court hearings to advocate for resident rights during illegal discharge cases. with residents who were being illegally discharged.
- Resolved resident concerns with empathy and understanding.
- Coordinated communication between residents and medical staff to address concerns and improve care experiences.
- Organized Care Conferences on behalf of the residents with the facility.
- Facilitated meetings and organized events to enhance resident engagement and support within Long Term Care Facilities.
- Attended Resident Council meetings to ensure their rights were instilled in them.
- Maintained exemplary records of each conversation and kept all confidential within the Ombudsman Organization.
Supervisor Covid Hotline
People For People
Yakima, Washington
05.2020 - 06.2022
- Started as a Call Specialist and was promoted to Supervisor.
- Supervised call specialists, prioritizing callers' concerns to enhance service delivery and caller satisfaction.
- Directed callers to available resources despite significant shortages, ensuring they received necessary support.
- Managed challenging caller interactions using calming techniques to diffuse tension and maintain a supportive environment.
- Regardless of the number of calls in the Q, I gave my full attention to the person on the phone.
Education
Bachelor of Science - Social Sciences
Central Washington University
Ellensburg, WA06-2014
Skills
- Resident rights advocacy
- Regulatory compliance
- Care conference organization
- Empathy-driven service
- Conflict resolution
- Crisis management
- Community engagement
- Analytical thinking
- Decision-making
- Team leadership
- Active listening
- Emotional intelligence
- Microsoft Word
Certification
- AIRS I&R Specialist
Timeline
Regional Ombudsman LTC
People For People
06.2022 - 01.2026
Supervisor Covid Hotline
People For People
05.2020 - 06.2022
Bachelor of Science - Social Sciences
Central Washington University