Stephen Schutzler

• Monitor the physical environment and behaviors of youth to prevent harm (similar to a Trust/Safety Agent by monitoring digital platforms for policy violations or harmful content threatening user well-being & safety.
• Attention to detail including creative problem-solving solutions to address existing and new threats to safety.
• Empathetic listening through active listening and health development of connection.
• Incident management and prioritization.
• Clear, concise communication for crisis de-escalation.
• Effective digital documentation of events to safeguard facility/youth in relation to internal or external oversight to review incidents.
• A skillset in understanding and responding to complex human behaviors in challenging situations.

• Specialized programs designed to provide Recreation Therapy interventions that focus on Veteran-Centric care: This demonstrates a user-centric approach and the ability to tailor strategies to the specific needs and potential vulnerabilities of a defined community (Veterans). Trust and Safety requires understanding diverse user groups and adapting policies and enforcement accordingly.
• SATP, PCT and mental health are the populations served for this position: This highlights experience working with individuals facing complex challenges including substance abuse, trauma-related conditions, and mental health concerns, demonstrating empathy, de-escalation skills, and the ability to handle sensitive situations. Trust and Safety Agents often interact with users exhibiting harmful behavior or expressing distress.
• Crafting specific interventions is integral to meeting specific Veteran needs and interests while overcoming their barriers to life/leisure: This mirrors the need for Trust and Safety Agents to develop targeted solutions and enforcement strategies to address diverse forms of online harm and promote positive user experiences by overcoming barriers to safe engagement.
• Due to COVID, face to face groups and virtual groups were both provided to fully meet Veteran needs during an ongoing pandemic: This showcases adaptability and the ability to leverage different modalities (in-person and virtual) to achieve goals and maintain engagement. Trust and Safety requires adapting to evolving online environments and potentially addressing issues across various platforms.
• The leisure skills of birding, mindful birding, and birding by ear were taught as a leisure skill and leisure coping skills: This demonstrates an understanding of how to equip individuals with positive coping mechanisms and healthy engagement. Trust and Safety aims to foster positive online behavior and potentially provide resources for digital well-being and responsible online conduct.
• Veterans participating in Virtual programming were focusing on enhanced socialization, connection, and increased physical activity: This highlights experience in fostering positive online interactions and well-being within a virtual environment, a core goal of Trust and Safety in creating safe and authentic online spaces.
• The P.L.A.Y. clinic was designed to assist Veterans struggling with depression to learn how to incorporate play into their lives as an adult while increasing their overall motivation through Ted Talks and various group interventions: This showcases experience in designing and facilitating interventions aimed at improving mental well-being and motivation within a specific user group. Trust and Safety contributes to a healthier online environment by mitigating negative content and behaviors that can impact users' mental health.
• Rebooting the Oregon Society of Artists Veteran Art Programs for Veterans in all service areas was successfully accomplished while in this position: This demonstrates initiative, leadership, and the ability to build and revitalize programs to serve a community. Trust and Safety Agents often contribute to the development and improvement of platform safety policies and procedures.
• Utilization of the APIE-d process (Assessment, planning, implementation, evaluation & documentation) was also utilized as a best practice approach: This highlights a structured, data-driven, and analytical approach to problem-solving and intervention development, crucial for Trust and Safety in identifying trends, developing policies, and measuring impact.
• I transitioned to a new program within the same organization doing similar Recreation Therapy work in an inpatient setting working with adults who come to the hospital for skilled nursing and rehabilitation: This continued experience reinforces the underlying skills in empathy, understanding human behavior, and creating safe and supportive environments for individuals in vulnerable situations.

Resume Formatting for a Trust and Safety Agent Position:

Here's how you can incorporate these experiences into your resume, focusing on the transferable skills:

[Your Name][Your Phone Number] | [Your Email Address] | [Your LinkedIn Profile (Optional)] | Portland, OR

Summary/Objective

Highly adaptable and empathetic professional with a background in Recreation Therapy and program leadership, seeking to leverage expertise in understanding human behavior, developing targeted interventions, and fostering positive engagement in a Trust and Safety Agent role. Proven ability to assess needs, implement solutions, adapt to evolving environments (including virtual), and contribute to the well-being and safety of a diverse community. Skilled in de-escalation, problem-solving, and utilizing a structured approach to achieve impactful outcomes.

Professional Experience

[Your Previous Role Title], [Organization Name], [City, State][Start Date] – [End Date]

• Developed and implemented user-centric Recreation Therapy programs tailored to the specific needs and potential vulnerabilities of the Veteran community.
• Provided empathetic and effective support to individuals facing challenges related to substance abuse (SATP), trauma (PCT), and mental health, demonstrating strong de-escalation and crisis management skills.
• Crafted and implemented targeted interventions to address unique Veteran needs and overcome barriers to positive engagement and well-being, promoting a safer and more supportive environment.
• Successfully adapted program delivery to both in-person and virtual formats to maintain engagement and support during the COVID-19 pandemic, demonstrating flexibility and proficiency in online environments.
• Developed and facilitated activities focused on promoting positive coping mechanisms and healthy engagement, contributing to overall well-being.
• Facilitated virtual programs that focused on enhancing socialization, connection, and well-being within the online space.
• Contributed to the design and implementation of the P.L.A.Y. clinic, aimed at improving mental well-being and motivation for Veterans struggling with depression.
• Demonstrated initiative and leadership by successfully rebooting the Oregon Society of Artists Veteran Art Programs, expanding access and engagement for Veterans across all service areas.
• Utilized the APIE-d process (Assessment, Planning, Implementation, Evaluation & Documentation) as a structured and data-driven approach to developing and refining interventions for maximum effectiveness.

Skills

• Fostering Unparalleled Customer Service/Solutions
• Empathy and Active Listening
• De-escalation and Crisis Management
• Conflict Resolution
• Adaptability and Flexibility
• Problem-Solving and Analytical Thinking
• Program Development and Implementation
• Risk Assessment and Mitigation
• Policy Awareness
• Documentation and Reporting
• Leadership and Initiative

• Provided direct support and implemented therapeutic interventions for adults facing serious mental illness, dual diagnoses, extreme aggression, and homelessness, demonstrating experience in de-escalating high-risk situations and managing complex behavioral challenges.
• Utilized creative self-expression and experiential programming to facilitate emotional regulation and coping mechanisms for adults managing mental health symptoms, showcasing innovative problem-solving skills.
• Employed a variety of Recreational Therapy interventions to empower adults to learn self-management skills for their mental health symptoms, aligning with the Trust and Safety goal of fostering responsible user behavior and platform safety.

• Provided per diem Recreation Therapy services to adolescents and adults facing mental health challenges and traumatic histories, demonstrating empathy and the ability to support vulnerable individuals.
• Utilized therapeutic interventions aimed at facilitating positive behavioral change and assisting individuals in navigating life challenges, aligning with the Trust and Safety goal of fostering a safer and more positive online environment.
• Developed and implemented weekly interventions for an adolescent unit focused on promoting physical activity, emotional development, creative self-expression, resilience, and team building, showcasing skills in fostering positive engagement and well-being.
• Employed a needs-based approach (group & individual) to tailor interventions, demonstrating the ability to understand and address the diverse needs of different user groups, a key aspect of effective Trust and Safety practices.

Key Skills to Highlight (can be added to a "Skills" section):

• Empathy/Active Listening
• Crisis Intervention/Behavior Management
• Therapeutic Communication
• Group Facilitation
• Individualized Support
• Promoting Well-being
• Fostering positive engagement

• Provided direct support and therapeutic interventions (50%) to Veterans with Serious Mental Illness within CARF accredited inpatient adult/gero-psych units, demonstrating empathy, de-escalation expertise (PMDB Level 4 trained), and the ability to manage complex behavioral health situations, relevant to handling sensitive user interactions and potential crises in a Trust and Safety environment.
• Developed and managed an Outpatient program focused on Community Re-entry skills (50%), showcasing experience in program development aimed at positive reintegration and skill-building, aligning with Trust and Safety's goal of fostering healthy online behavior and user well-being.
• Oversaw the Recreation Therapy (RT) Department across 10 service areas in 4 Colorado cities, focusing on mental health and rehabilitation, including adaptive sports clinics that fostered positive engagement and skill development, demonstrating leadership, organizational skills, and the ability to manage diverse programs across multiple locations.
• Recruited, hired, and developed staff members, ensuring compliance with union/federal, state, JCAHO & CARF requirements and federal standards, highlighting experience in talent management and adherence to regulatory frameworks, relevant to Trust and Safety's need for policy enforcement and team compliance.
• Developed and implemented standard operating procedures, managed fiscal resources, and provided oversight for all therapeutic programming within the Eastern Colorado Health Care System's Recreation Therapy department, demonstrating strong operational management and resource allocation skills.
• Partnered with community and veteran service organizations to improve the quality and availability of care for veterans, showcasing collaboration and outreach skills relevant to Trust and Safety's need to work with internal and external stakeholders.
• Focused on VA SAIL measures to improve Veteran care, demonstrating experience with quality improvement initiatives and a data-driven approach to outcomes, relevant to measuring the effectiveness of Trust and Safety measures.
• Demonstrated excellent therapeutic communication and de-escalation skills, core competencies for effectively interacting with users in various online situations.
• Led program development for leisure education, coping skills, and emotion regulation utilizing the Recovery model and a strengths-based approach, aligning with Trust and Safety's goal of empowering users with positive self-management skills and fostering a healthy online environment.
• Demonstrated proficiency in teaching structure to engage in a healthy leisure lifestyle for enhanced coping in the community, a parallel to guiding users towards safe and responsible online behavior.
• Increased veterans' participation in the outpatient program by 25%, highlighting the ability to drive engagement and achieve measurable positive outcomes.
• Was instrumental in developing community partnerships for the RT Department at VA CHCS, further emphasizing collaboration and outreach skills.

Key Skills Section:

Include skills such as:

• Leadership
• Program Development & Management
• Staff Supervision & Development
• Regulatory Compliance
• Fiscal Management
• Collaboration & Partnership Building
• Therapeutic Communication
• De-escalation
• Crisis Intervention (if applicable based on your experience)
• Empathy
• Understanding of Mental Health Challenges
• Community Outreach
• Quality Improvement
• Data Analysis (related to SAIL measures or program participation increase)
• Problem-Solving
• Conflict Resolution

• Provided comprehensive therapeutic recreation services to patients within a 20-bed geriatric psychiatry unit, demonstrating empathy and a strong understanding of the needs of vulnerable populations.
• Effectively combined therapeutic rapport with creative problem-solving to assist patients in managing their psychiatric needs, showcasing strong interpersonal and analytical skills applicable to resolving complex Trust and Safety issues.
• Routinely utilized therapeutic de-escalation techniques with patients struggling with mental illness and aggressive behaviors, demonstrating a proven ability to manage escalated situations and maintain a safe environment, a critical skill for Trust and Safety Agents.
• Employed therapeutic communication and containment strategies as a last resort to ensure the safety and security of the unit, highlighting risk management skills and the ability to make sound judgments under pressure.
• Delivered high-level, quality therapeutic interventions aimed at empowering patients to make healthy leisure choices, aligning with the Trust and Safety goal of promoting positive and responsible user behavior.
• Possess CPI (Crisis Prevention Institute) training with specific expertise in managing the gero-psych population, indicating preparedness for handling crisis situations and prioritizing safety.
• Consistently utilized efficient practices to manage a complex workload and maximized performance in a highly stressful environment, demonstrating strong organizational skills, time management, and resilience essential for a fast-paced Trust and Safety role.
• Devised a low-cost solution with the potential to improve patient care by 25% for RT groups involving TED talks, showcasing initiative, resourcefulness, and a results-oriented approach to problem-solving and process improvement.

Key Skills Section:

Include skills such as:

• Therapeutic Communication
• De-escalation
• Crisis Intervention (CPI Trained)
• Behavioral Management
• Empathy
• Active Listening
• Problem-Solving
• Critical Thinking
• Risk Assessment
• Time Management
• Organization
• Stress Management
• Initiative
• Patient Advocacy

• Collaborated with community partners to enhance veterans' access to Recreation Therapy clinics and essential community resources, demonstrating strong collaboration and external stakeholder management skills relevant to Trust and Safety partnerships.
• Developed and implemented targeted therapeutic programs for the Post-Traumatic Stress Disorder (PTSD), Life Skills Center (LSC), and Inpatient Psychiatric Unit (IPU) mental health units, showcasing experience in designing and deploying interventions for specific user populations with unique needs, mirroring Trust and Safety's tailored policy and enforcement strategies.
• Promoted inclusive engagement in RT programming through therapeutic games, activities, and sports, ensuring all Veterans, including those with gender identity challenges, felt welcome and supported, aligning with Trust and Safety's commitment to fostering inclusive and respectful online environments.
• Possess PMDB Training for the management of aggressive behaviors, demonstrating a proven ability to de-escalate challenging situations and maintain safety, a critical skill for Trust and Safety Agents handling hostile or abusive users.
• Successfully redesigned the mental health services provided by the RT department, streamlining processes to reduce fragmentation and improve efficiency, relevant to Trust and Safety's continuous efforts to optimize workflows and platform safety measures.
• Created a new RT program specifically for the PTSD unit, focusing on managing PTSD triggers in the community, showcasing a proactive and targeted approach to addressing specific needs, similar to Trust and Safety's identification and mitigation of emerging online threats.
• Provided education and structure to both Veterans and new CTRS staff, demonstrating strong communication and mentorship skills essential for clarifying policies and procedures within a Trust and Safety team or with platform users.
• Educated colleagues on the APIE process for RT and the distinction between general recreation and therapeutic interventions, highlighting training and communication abilities crucial for ensuring consistent understanding and application of Trust and Safety protocols.
• Collaborated with community partners to enhance programming on inpatient units by integrating additional resources and volunteers, further demonstrating collaboration and resourcefulness in improving program effectiveness, similar to leveraging external tools or partnerships in Trust and Safety.
• Secured over $22,000 in grant-based funding over four years, showcasing initiative, resourcefulness, and a results-oriented approach to securing resources and driving program success.

Key Skills Section:

Include skills such as:

• Collaboration & Partnerships
• Program Development & Implementation
• Needs Assessment
• Inclusive Practices
• De-escalation (PMDB Trained)
• Process Improvement
• Training & Education
• Communication (Written & Verbal)
• Resourcefulness
• Initiative
• Project Management
• Empathy
• Understanding of Mental Health Challenges

• Established and maintained collaborative relationships with community partners to improve veterans' access to Recreation Therapy clinics and essential community resources, demonstrating strong collaboration and external stakeholder management skills directly applicable to Trust and Safety partnerships and resource coordination.
• Led the development and implementation of targeted therapeutic programs for the Post-Traumatic Stress Disorder (PTSD), Life Skills Center (LSC), and Inpatient Psychiatric Unit (IPU) mental health units, showcasing expertise in designing and deploying interventions for specific user populations with unique needs, mirroring Trust and Safety's tailored policy and enforcement strategies for diverse online communities.
• Championed inclusive engagement in RT programming through therapeutic games, activities, and sports, ensuring all Veterans, including those with gender identity challenges, felt welcome and supported, aligning with Trust and Safety's commitment to fostering inclusive and respectful online environments.
• Utilized PMDB Training for the management of aggressive behaviors, demonstrating a proven ability to de-escalate challenging situations and maintain safety, a critical skill for Trust and Safety Agents handling hostile or abusive users and sensitive content.
• Successfully redesigned the mental health services provided by the RT department, streamlining processes to reduce fragmentation and improve efficiency, relevant to Trust and Safety's continuous efforts to optimize workflows and platform safety measures.
• Spearheaded the creation of a new RT program specifically for the PTSD unit, focusing on managing PTSD triggers in the community, showcasing a proactive and targeted approach to addressing specific needs, similar to Trust and Safety's identification and mitigation of emerging online threats and vulnerabilities.
• Provided comprehensive education and structure to both Veterans and new CTRS staff, demonstrating strong communication and mentorship skills essential for clarifying policies, procedures, and best practices within a Trust and Safety team or with platform users.
• Educated colleagues on the APIE process for RT and the distinction between general recreation and therapeutic interventions, highlighting training and clear communication abilities crucial for ensuring consistent understanding and application of Trust and Safety protocols and guidelines.
• Collaborated effectively with community partners to enhance programming on inpatient units by integrating additional resources and volunteers, further demonstrating collaboration and resourcefulness in improving program effectiveness, similar to leveraging external tools or partnerships in Trust and Safety.
• Secured over $22,000 in grant-based funding over four years, showcasing initiative, resourcefulness, and a results-oriented approach to securing resources and driving program success, demonstrating an ability to contribute to strategic initiatives.

Key Skills (to be included in a separate "Skills" section):

• Collaboration & Partnerships
• Program Development & Implementation
• Needs Assessment
• Inclusive Practices
• De-escalation (PMDB Trained)
• Process Improvement
• Training & Education
• Communication (Written & Verbal)
• Resourcefulness
• Initiative
• Project Management
• Empathy
• Understanding of Mental Health Challenges
• Stakeholder Management
• Policy Interpretation (adapt as you learn more about T&S specifics)
• Risk Mitigation (drawing from experience managing challenging behaviors)

• Spearheaded the RT department's daily operations on behalf of a 252-bed, Fortune 500-listed psychiatric facility.
• Supervised 2 BCS (Music Therapists), 2 CTRS, and 1 Activity Assistant.
• Oversaw a department budget.
• Supervised a ropes course, school therapy services (STS) gym, and RT programming for a partial hospitalization program (PHP) for active duty veterans, a substance abuse program, an adolescent boys' psychiatric unit, an adolescent girls' psychiatric unit, and a children's psychiatric unit.
• Designed cross coverage for units.
• Completed case documentation ahead of deadline with 90% accuracy.
• Eliminated a 5-year documentation backlog within 6 months of hire date.

• Developed treatment plans for clients in residential and community settings.
• Continually assessed patients' individual needs to ensure congruency between quality of life and level of functioning.
• Educated clients on how therapeutic recreation and leisure activities can play a major role in their lives.
• Developmental and Physical disabilities were the main challenges for these clients.
• Empowered clients to be proactive in their therapy and thereby increase their leisure options according to their individual needs, interests, or desires.

• Supervision of 3 activity staff, responsible for all therapeutic programming for 155 bed facility, created culture change via cybercafe and fine dining program as an incentive for participating in resident council meetings.

• Planned and designed individualized activity care plans to provide residents with therapeutic and leisure activities focused on their physical, social, emotional, intellectual, and spiritual needs.
• Supervised 3 paraprofessionals.
• Sensory stimulation, cognitive stimulation, and various recreation groups were provided for long-term care residents; including younger adults with Cerebral Palsy.
• Successfully coached an activity assistant to improve her punctuality.
• Improved staff safety by instituting safe practices for dealing with aggressive patients.
• Increased residents' leisure options, and introduced intergenerational programming, by developing and directing a volunteer program.
• Significantly improved patient morale, and enabled basic computer literacy instruction by renovating the Recreation Office to provide a homelike atmosphere and transform it into a part-time community room.

• Austin State Hospital (Provision of rehabilitative services for adolescents and adults with a mental illness in an acute care and forensic setting.):
• Supervision of CART and Therapeutic Recreation supplies for 5 psychiatric and/or forensic wards (long term psych) on APS-West.
• In charge of the planning/implementation of holiday programming which included supervision of all education and rehabilitation staff working on these units.
• Collaborate with Treatment Teams to create a therapeutic environment with direct responsibilities of assessment, therapeutic recreation (TR) program development and implementation and treatment documentation.
• Treatment teams met once a week for the entire team to give their therapeutic input for each patient.
• Treatment focus integrates coping skills, a healthy leisure lifestyle and community re-integration.
• TR groups provide opportunities for patients to explore and increase leisure options/skills, practice creative self-expression and improve communication skills to enhance their social/emotional health.
• Recreational Therapy groups also utilized self-designed therapeutic board games to focus on specific client needs so they could achieve a greater therapeutic outcome from their sessions.
• Assisting with state and JCAHO compliance in the facility.
• Providing support in the event of a survey, so patient needs could continue to be met in an efficient manner while surveys were taking place.