Summary
Overview
Work History
Skills
References
Volunteerhistory
Timeline
Generic

Satrinna Thomas

Kent,WA

Summary

Seasoned BHCM at Crisis Solution Center, adept in crisis intervention and client advocacy, showcasing leadership and Microsoft Office proficiency. Excelled in multi-disciplinary teams, enhancing client engagement and support. Achieved significant improvements in consumer service continuity, leveraging urban social service experience and empathetic client relationships. Follow security standards, advocating for the vulnerable population resources and utilizing relationship-focused approaches to maximize satisfaction. Personable, amiable and open communication style paired with excellent interpersonal, critical thinking and problem-solving skills. Accurately and efficiently updates logs and reports. Competent in applying campus policies fairly and equally. Well-organized, caring and attentive to vulnerable client needs. Successful at completing room and building inspections and connecting often with residents and clients. Compassionate Resident Counselor known for high productivity and efficiency in task completion. Possess specialized skills in behavioral management, crisis intervention, and individualized care planning. Excel in using empathy, active listening, and communication to foster supportive environments and address residents' needs effectively. Reliable residential support professional supports vulnerable population in navigating and integrating aspects of life. Offering several years of related experience and commitment to making positive impact on the vulnerable population. Keeps safety first and well-being as top priorities. Compassionate Resident Counselor with experience in providing emotional support and guidance to diverse groups of residents and clients. Skilled in crisis intervention, individualized care planning, and therapeutic techniques. Previously demonstrated ability to foster a supportive environment that encourages personal growth among residents and clients. Compassionate professional in the field of residential guidance, known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, program development, and community building. Excel in empathy, communication, and leadership, ensuring positive outcomes in diverse living environments. Dedicated Resident Advisor knowledgeable safety requirements and emergency response protocols. Highly energetic, goal-oriented and diligent in planning activities and de-escalating conflicts. Compassionate Resident Counselor with experience in providing emotional support and guidance to diverse groups of residents. Skilled in crisis intervention, individualized care planning, and therapeutic techniques. Previously demonstrated ability to foster a supportive environment that encourages personal growth among residents.

Overview

20
20
years of professional experience

Work History

CSC Client Care Driver
10.2024 - Current
  • Participate as a member of a multi-disciplinary team providing outreach, engagement and support related to crisis stabilization and case management services to adults with mentally ill and/or substance abuse disorder
  • Assess and coordinate daily driving needs for clients going to appointments in their community
  • Transport clients to and from their appointments with case managers, connection with behavioral health providers for appointments or assessments, medical providers, and any resource in the King County area
  • Assist case managers in coordinating consumer support and linkages in the community by providing transportation to and from scheduled appointments
  • Utilize a recovery-based approach to assist consumers to reach their fullest potential
  • Assisting with various tasks when not driving in the community which includes facilitating access to food, clothing, hygiene services, medical care, community resources and services
  • In coordination with the case management team members help assess each client's need for transportation to and from their appointments, help plan out daily transportation needs and manage bus tickets and various transportation and driving logs
  • Advocate for clients' access to community resources and services, ensuring that clients' needs are met and rights maintained; consult and collaborate with community providers to ensure continuity of care
  • Participate in crisis intervention and safety management tasks
  • Advocate with the case management team, helping consumers with voicing their interests and goals through a variety of channels including Goal Plans, Crisis Plans, WRAP and other methods of expressing individual preferences for their recovery goals
  • Assess consumers ADL's (Activities of Daily Living), working with other clinical staff to plan for gaps in the consumers’ skill base
  • Participate in information sharing among staff, psychiatric consultation, supervision, program meetings and in-service training; participate in clinical reviews and case conferences for consumers as scheduled
  • Comply with the agency's clinical accountability policies and procedures; maintain current and complete clinical and administrative records; participate in quality assurance reviews when assigned
  • Comply with applicable program research and evaluation procedures
  • Promote and maintain positive relationships with the surrounding neighborhood
  • Participate in verbal de-escalation & physical interventions in emergent situations, be willing and able to assist other staff as needed to maintain a safe & secure environment, and document any escalations, interventions used, supports/back up utilized, & outcomes of each outreach
  • Complete a Defensive Driver course within 3 months of hire & adhere to the DESC Driving Authorization Policy
  • Complete documentation for each client driving interaction to confirm linkages in the community and any follow up care
  • Seek support from MHP, BHCM, SUD, Peer, MHP Sup or PM during crisis situations/escalations for further clinical support
  • Responsible for maintaining cab vouchers, and bus ticket tracking
  • Other duties as assigned

BHCM

Crisis Solution Center
02.2023 - Current
  • Participate as a member of a multi-disciplinary team providing outreach, engagement and support of on-going case management services to mentally ill adults
  • Integrate personal experience with mental illness into work with program participants
  • Utilize a Recovery based approach to assist consumers to reach their fullest potential
  • Assist case managers in coordinating consumer supports and linkage
  • This includes: facilitating access to food, clothing, hygiene services, medical care, community resources and services
  • Advocate for clients' access to community resources and services, ensuring that clients' needs are met and rights maintained; consult and collaborate with community providers to ensure continuity of care
  • Plan and facilitate consumer meetings with the purpose of eliciting consumer input regarding mental health program performance and to assure the consumer perspective is well-understood and reported back to the team
  • Participate in crisis intervention and safety management tasks
  • Assist consumers with voicing their interests and goals through a variety of channels including: Goal Plans, Crisis Plans, WRAP and other methods of expressing individual preferences for their recovery goals
  • Participate in the planning, organizing and co-facilitating of self-help and educational group treatment services for consumers served by the mental health program
  • Assess consumers ADL's (Activities of Daily Living), working with other clinical staff to plan for gaps in the consumers’ skill base
  • Participate in psychiatric consultation, supervision, program meetings and in-service training; participate in clinical reviews and case conferences for consumers as scheduled
  • Comply with the agency's clinical accountability policies and procedures; maintain current and complete clinical and administrative records; participate in quality assurance reviews when assigned
  • Comply with applicable program research and evaluation procedures
  • Promote and maintain positive relationships with the surrounding neighborhood
  • Participate in verbal de-escalation and physical interventions in emergency situations and be willing and able to assist other staff as needed to maintain a safe and secure environment
  • Other duties as assigned

Resident Counselor

Downtown Emergency Service Center (DESC)
03.2022 - Current
  • Work with clients who are experiencing chronic drug abuse, complex medical issues, physical limitations and/or behavioral health issues in the general milieu and common areas and de-escalation, crisis intervention and basic counseling services
  • Elevate and review client assessment data provided by healthcare professionals, mental health providers, nursing staff, and others
  • Include professional staff in the development of the plan of care and modifying plans as needed
  • Assist clinical staff in the coordination of services to residents; contact residents' outside service providers as necessary
  • Prepare special dietary meal, serve breakfast, dinner and beverages in dinner area and delivery to rooms as well
  • Wash dishes, sanitize tables, mop and sweep floors
  • Setup catered board meeting room conferences and breakdowns
  • Provide individuals with strengths-based service strategy that will help address barriers for housing and employment instability
  • Syringe exchange services for needle exchange customers
  • Assist clinical staff in engaging residents through creative, resourceful strategies that build trust and confidence
  • Provide information and service referrals to outreach contacts, peer educators, needle exchange and assist clinical staff in the initiation
  • Facilitate and promote on-site activities, therapeutic support groups, outings and community meetings
  • Connect clients to community resources, including housing, health and mental health, chemical dependency, education, employment, legal support, life skills, etc
  • Engage with clients who are recovering from drug usage, on drugs or who was homeless and targeted in the community
  • Manage all building operations in the absence of other project and clinical staff as assigned
  • Distribute accurate and culturally and linguistically appropriate education materials and information targeted to persons who inject drugs
  • Operate all functions in lobby office, including checking visitors in and out, answering telephones and monitoring security systems
  • Maintain safety and security by monitoring all general access areas and enforcing project rules
  • Intervene in crises, respond to emergencies, and initiate action as required, including contact with emergency response systems
  • Train and provide on-going coaching and support for needle exchange customers on how to administer Naloxone
  • Write significant events involving residents and building operations activities in a daily log; read log daily
  • Assist with room turnovers, new resident leasing and orientation; rent collection and facilities inspections
  • Respond to resident complaints
  • Build trust and rapport with clients
  • Stock and maintain exchange supplies
  • Work cooperatively with clinical and maintenance staff sited at the project and with visiting providers; refer residents to clinical and other staff as necessary
  • Ensure proper disposal of bio-hazardous waste
  • Initiate appropriate response to maintenance requests
  • Attend and participate in staff meetings also trainings as needed
  • Assist with other property management functions as assigned
  • Prepare referral’s for residents for healthcare, transportation, employment, food insecurity and DCR’S for residents on the high elevated list when they are a danger to themselves or others
  • De-escalate residents in high intense circumstances using professional crisis-intervention strategies
  • Assist with other transitional housing referral needs according to the level of care needed for residents
  • Other duties as assigned

Program Intake Representative

Utility Assistance Program (HSD)
06.2018 - 05.2022
  • Meet with clients to conduct an intake and assessment
  • Answer customer calls and inquiries regarding affordability programs
  • Ensure client records are kept in accordance with agency standards
  • Process documents submitted by customer for eligibility for low income based affordability programs
  • Transmit information verbally and electronically regarding customer status toward program eligibility
  • Calculate income eligibility, approve, deny and terminate file based upon policy guidelines
  • Conduct community speeches and outreach to enroll customers in affordability programs
  • Communicate with clients if they do not or no longer qualify for assistance and provide other resource options
  • Daily Intake interview with a wide cross section of culturally and ethnically diverse people, including refugees and the non-English speaking
  • Made contacts with prospective clients, service providers, representatives of social service agencies and employees of other City departments regarding potential service or to coordinate work
  • Maintains client case files and performs follow-up work on changes in eligibility factors such as family income level
  • Worked with client management database systems and tracked the use of data to make program course corrections
  • Answer multi lines, Process incoming mail, fax, pull old file/new file and data entry upkeep
  • Respond to correspondence via email and through US postal service in a timely fashion
  • Screen clients in person and via telephone for eligibility based upon program guidelines
  • Process Utility Discount applications for discount rate for Seattle City Light and Seattle Public Utility discounted rates on billing
  • Send referrals to Seattle City Light, Seattle Public Utilities, Project Share and Elia to assist customer with bills to prevent disconnection of services
  • Approve, deny and terminate file based upon policy guidelines
  • Educating clients and agencies about program by facilitate outreach events and presentations
  • Contacts are with prospective clients, service providers, representatives of social service agencies and employees of other City departments regarding potential service or to coordinate work
  • Communicate with a variety of organizations and sectors such as nonprofit agencies and City departments

Utility Account Representative

Seattle Public Utilities
07.2016 - 06.2018
  • Receive and respond to service to customers via email or by phone with billing inquiries from residential and commercial utility customers regarding water, sewer, drainage, solid waste and electricity services by telephone and through written correspondence in a professional manner
  • Critical thinker, problem solver and good listener with empathy to seek positive solutions
  • Research and analyze account information to accurately answer customer questions and resolve customers concerns
  • Create and update customer account records, document information regarding customer interactions in utility billing system
  • Assist customers in resolving delinquent accounts and establishing payment plans, when applicable
  • Provide income eligible customers information regarding rate discounts and payment assistance programs to help reduce utility costs
  • Handle a high-volume of customer calls throughout the day in a professional manner
  • Research lost payments and misapplied payments
  • Educate customers on how to dispose of solid waste services and helpful programs to best fit their needs
  • Refer customers to UDP, LIHEAP, ELIA, 211, other low income organizations Water Conservation and Weatherization

Call Center Supervisor

Puget Sound Dispatch
04.2009 - 09.2016
  • Answered multi-lines in a high call volume atmosphere while operating over 3 systems
  • Oversee call center of 10 employees in office and over 500 cab drivers in the field to ensure safety and punctual service
  • Ability to multi-task effectively with competing priorities
  • Managed data base upkeep with corporate and individual account holders
  • Experience working with immigrant communities
  • Experience to collect, prepare and analyze data
  • Performed downloads for Hopelink, Children’s Hospital, 9-11, Seattle Cancer Care Alliance, domestic violence victims and Union Gospel Mission
  • Respond in an effective timely manner to complaints with a thrall investigation on retracting time, meter dollar amount and speaking with driver to come up with the best resolution to prevent future complaints
  • Orchestrate trip planning received via fax or emailed per customers/company’s request to ensure reliable transportation based upon eligibility per income guidelines and medical insurance coverage
  • Ability to multi-task effectively with competing priorities
  • Customer service and phone etiquette skills; ability to work with upset/angry customers

CSR Solid Waste Representative Lead

Republic Services
11.2014 - 06.2016
  • Respond in a timely and accurate manner to residential and commercial service routine customer service complaints ensuring that customer issues and concerns are resolved in a timely fashion
  • Monitor Contractors performance according to regulations while working closely with constrictors to ensure compliance is performed properly
  • Processed changes such as; contractual obligations, billing questions, service cancellations, price increases and equipment issues ensuring they are treated in a respectful efficient and professional manner
  • Return all internal and external calls, emails and facsimiles in a timely manner to ensure that customers’ concerns are understood and addressed, enter service and route data into computer for billing processed debits and credits, route scheduling purposes and perform other job-related duties as required
  • Log information about customer service interactions into systems; update in a timely and accurate manner so that associates are able to track services inquiries and resolution, Set up residential services
  • Investigated solid waste disputes on different levels to ensure polices are big followed per contractor as well as customers
  • Processed in office payments by cash and credit or debit cards for individual or corporate accounts
  • Educated customers on how to properly dispose of solid waste services

Intake specialist, SRC

A Place for Mom
06.2010 - 09.2014
  • Screened families and individuals with different housing options according to income such as low income, assistant living, respite care, retirement communities and in-home care depending on various conditions mental, emotional, physical challenges, deliberating strong problem resolution in high instanced situations
  • Maintained retention using electronic files with families educating them on support groups, also worked very closely with communities and senior living advisors to ensure a smooth transition and satisfactory of services requested
  • Mastered projects for inbound and outbound calls according to company needs
  • Scheduled multiple tours nationwide and from coast to coast
  • Processed investigation on communities with allegation of abuse and neglect to higher authorities
  • Filed, faxed, emailed, scanned and used other machinery in office as needed
  • Provides technical assistance to clients which include analyzing family budget plans and explain benefit denials to ineligible clients
  • Complete application packets calculate income, review and approve/deny application, send a letter to clients that are denied

Account Representative

Continental Alliance/ OSI
01.2005 - 08.2014
  • Data upkeep, filling, faxing and scanning time sensitive documents
  • Answered high call volume regarding SMC tickets placed in collections
  • Skipped traced and used reverse directory to collect unsettled debts
  • Invested lost payments and applied to corrected account when needed
  • Handling cash and processing payments using automated accounting systems
  • Make payment arrangements on SMC tickets in exchange to reinstate drivers license
  • Worked closely with Department of license and clients regarding juvacation letters
  • Learn new systems quickly and adapting to changing while meeting project deadlines
  • Multi-tasking, work neatly, and accurately while remaining professional and calm under stress and pressure
  • Working as a team and independently, and using good judgment under limited supervision

Skills

  • Prioritization
  • Task Management
  • Professional Etiquette
  • Independent Decision Making
  • Microsoft Office
  • Windows
  • Word 2000
  • Word XP
  • Excel 2000
  • Chasers
  • WhenToWork
  • PowerPoint 2000
  • Outlook 2010
  • DDS
  • Infopro
  • Biller Console
  • Internet Explorer
  • CCB
  • Kubra
  • MDM
  • IC
  • User Console
  • Adobe Acrobat
  • Equifax Identity Verifier
  • OMS
  • SharePoint
  • AIMS
  • UAP3
  • BVS
  • Paylocity
  • Database Upkeep
  • 10-Key by Touch
  • Multi-Line Phone Operation
  • Filing
  • Copying
  • Scanning
  • Faxing
  • Office Machine Operation
  • Problem Solving
  • Technological Abilities
  • Leadership Skills
  • Time Management
  • Work Ethic
  • Energy
  • Engagement
  • Written Communication
  • Verbal Communication
  • Social Justice Advocacy
  • Urban Social Service Experience
  • Knowledge of HIV/AIDS
  • Knowledge of STDs
  • Knowledge of Hepatitis
  • Crisis Intervention
  • Crisis Stabilization
  • Harm Reduction Strategies
  • Outreach Experience
  • Client Engagement
  • De-Escalation Skills
  • Activity planning
  • Safety practices
  • Family engagement
  • Self-care strategies
  • Client advocacy
  • Anger management
  • Professional boundaries
  • Empathy development
  • Individual counseling
  • Crisis management
  • Motivational skills
  • Meal preparation
  • Behavior monitoring
  • Client relationship management
  • Assertiveness
  • Role modeling
  • Resident monitoring
  • Security procedures
  • Daily living assistance
  • Therapeutic techniques
  • Substance abuse
  • Policy enforcement

References

Available upon request

Volunteerhistory

  • First A.M.E Child and Family Center, 2005, 2007, Aided teachers; attended field trips, assisted in other capacities when needed., Acted as substitute teacher, aided school-aged children in various activities.
  • The New School at South shore, 2009, 2010, Assisted front office, worked with family support worker when needed., Organized stocked room, labeling and stocking.

Timeline

CSC Client Care Driver
10.2024 - Current

BHCM

Crisis Solution Center
02.2023 - Current

Resident Counselor

Downtown Emergency Service Center (DESC)
03.2022 - Current

Program Intake Representative

Utility Assistance Program (HSD)
06.2018 - 05.2022

Utility Account Representative

Seattle Public Utilities
07.2016 - 06.2018

CSR Solid Waste Representative Lead

Republic Services
11.2014 - 06.2016

Intake specialist, SRC

A Place for Mom
06.2010 - 09.2014

Call Center Supervisor

Puget Sound Dispatch
04.2009 - 09.2016

Account Representative

Continental Alliance/ OSI
01.2005 - 08.2014

Similar Profiles

CREATE PROFILE
Satrinna Thomas