Stephanie Gonzalez

As a Primary on the Safedvs line

• Developed strategic plans to enhance operational efficiency.
• Led cross-functional teams to implement process improvements and optimize workflows.
• Evaluated domestic violence cases to determine suitable shelter placements and resource availability for clients in need.
• Engaged with shelters in Maricopa County and, as needed, external shelters to ensure effective care and placement coordination.
• Assessed individual client needs and crafted effective safety plans to promote secure and informed decisions for escaping abuse.
• Achieved effective call triage within Solari, matching client needs with crisis services and 211 offerings. Enhanced client satisfaction by streamlining access to essential support services. Improved service delivery through strategic resource allocation and client engagement.
• Facilitated timely updates and alerts upon client assessment completion, ensuring appropriate action for clients.
• Delivered targeted training to semi-independent and veteran crisis specialists, focusing on best practices for Safedvs call management.
• Managed communication in Safedvs chats to assist crisis specialists with staffing calls related to domestic violence clients, ensuring effective resource utilization and safety planning.
• Cultivated strong relationships through effective verbal communication and active listening skills.
• Engaged in teamwork and autonomously managed responsibilities to ensure project continuity.
• Flexed schedule to collaborate with leadership regarding ongoing projects and metrics.

As a Crisis Specialist on the Crisis line:

• Answered all incoming contacts/calls/text/chat and requests for crisis and healthcare services across all contracts within the scope of employee work; completes outbound calls, text, or chat to effectively coordinate care and resolve crisis situations.
• Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.
• Screen and triage incoming crisis requests resulting in safety and crisis resolution; effectively use the Robert’s Model assessment tool to guide crisis intervention based on acuity and risk.
• Provide health education and community resources based on the intervention provided.
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated electronic health record.
• Utilizing clinical interventions to de-escalate crisis situations.
• Connecting callers with appropriate community resources and support.
• Coordinating services with community partners.
• Participate in training new employees.
• Provide support to supervisors and specialists to coordinate care.
• Provide support while coordinating with various departments withing Arizona Police and Fire Department

• Provided assistance via calls and chats to enhance service member and family experiences.
• Assessed incoming calls and directed urgent crisis situations to qualified clinical staff within behavioral health.
• Analyzed candidate referrals to determine eligibility and readiness for virtual counseling services.
• Achieved improved emotional well-being for active duty Marines and Navy Corpsmen through effective stress and anger management support. Enhanced family resilience by addressing grief and loss issues. Fostered healthier interfamily relationships by providing strategies for managing deployment stress and relocation challenges.
• Collaborated with clinical staff to develop tailored plans and recommendations for service members and their families.
• Compiled and analyzed data to facilitate informed decision-making.
• Oversaw customer support operations via live chat and phone channels. Developed strategies to enhance service delivery and customer satisfaction. Trained team members on effective communication techniques.
• Provides active listening and support to individuals utilizing grounding techniques, breathing, techniques, moral support, and Motivational Interviewing to assist with viewing the current problem with a different prospective to find a positive outcome.
• Providing traditional and non-traditional resources that would fit the clients current needs.
• Scheduled Follow up calls with service members to help them stay on top of their plan of action.
• Worked with skype clinician to create flow chart to help Marines, family members, and corpsmen that allows for better production within the program

• Works with support staff on Marine issues, as well as out of office agencies to provide information in regards to the location of callers using search engines with little to no information.
• Aided in various Duty to Warn situations across the globe
• Worked with NCIS as well as Naval port commands on both East and West Coast to provide intel in a crisis situation
• Continued education utilizing courses with Massachusetts General Hospital Online Training, and Psych Armor Institute.

• Developed a handmade business model aimed at providing tailored solutions for diverse customer preferences.
• Executed market research and facilitated product development processes alongside administrative tasks to support organizational goals.
• Managed scheduling and travel plans for participation in various events, such as craft fairs and fundraisers, to ensure successful execution.
• Managed all aspects of shipping and packaging to maintain product integrity.
• Developed and implemented social media strategies to enhance brand visibility and attract new customers.
• Developed and implemented operational strategies to enhance business efficiency and customer satisfaction.
• Managed daily financial operations, including budgeting, forecasting, and expense tracking.
• Cultivated strong relationships with vendors to ensure timely delivery of quality products.
• Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.

• Provided customer service on phone with law enforcement officers, judges and lawyers, as well as members of the public
• Composed various notes in courtrooms and scheduled hearing dates
• Provided scheduling for civil and criminal cases up to six months in advance
• Dispersed daily court schedule to various local and state agencies
• Collaborated with law enforcement officers and judges to produce timely search warrants

• Filed claims and vouchers for travel pay for Marines and other service members
• Administered pre-deployment audits for service members prior to deployment; to include record book audits, life insurance, and funeral pay.
• Worked one on one with service members to complete career pay and entitlement audits, ensuring they had been properly paid up to that point
• Created original Standard Operating Procedures and manuals when there were previously none in place
• Taught various classes on broad-ranging topics such as sexual harassment, administrative procedures, customer service skills and life insurance to groups of sixty or more service members at a time
• Conducted data entry utilizing internal programs such as 3270 and UDMIPS
• Maintained detailed incoming/outgoing data logs, meeting logs, meal card logs and other record keeping logs
• Worked with service members of all ranks and branches on the phone, in person, and through electronic mail.