William Miles
Dodgeville
Summary
Dedicated telephone crisis worker with expertise in patient safety management and clinical documentation at Northwest Connections. Proven ability to apply de-escalation techniques and support positive treatment outcomes. Skilled in clinical deescalation and safety planning, fostering a safe environment for crisis patients while effectively collaborating with treatment teams.
Overview
9
9
years of professional experience
Work History
Telephone Crisis Worker
Northwest Connections
01.2025 - Current
- Fostered positive relationships between the agency and local law enforcement agencies to improve coordination during emergency situations.
- Documented all client interactions and interventions.
- Enhanced crisis response efficiency by implementing new communication strategies and coordinating with relevant agencies.
- Promoted a trauma-informed approach within the team, leading to improved client-centered care and service delivery.
- Managed high-stress situations calmly, effectively deescalating conflicts and addressing client concerns.
- Performed verbal de-escalation to resolve crises.
- Cultivated an environment of trust within the workplace through open communication, transparent decision-making, and empathy for team members.
- Reduced case processing time for clients by streamlining assessment procedures and documentation processes.
- Strengthened team cohesion through regular meetings focused on collaboration, professional development opportunities, and mutual support during challenging situations.
Mental Health Case Manager
Richland Center Health and Human Services
09.2024 - 12.2024
- Enhanced collaboration with interdisciplinary teams for better service delivery and client support.
- Supervised In-Home Support Counselor on clinical issues, casework issues and written reports for each case.
- Maintained accurate case records, ensuring confidentiality and compliance with relevant regulations.
- Implemented evidence-based practices to improve overall effectiveness of mental health services provided to clients.
Mental Health Technician
Rogers Behavioral Health
12.2022 - 07.2024
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Engaged with colleagues in treatment team meetings to promote positive patient treatment outcomes.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Supported patients needing medical care to relieve patient anxiety and promote positive outcomes.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
Registered Behavior Technician
Mindcolor Autism
05.2022 - 12.2022
- Conducted functional behavior assessments, functional analysis, preference assessments, and assessments of basic learning and language skills to identify target behaviors and purpose of behaviors.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection.
- Promoted positive interactions with children with autism by using visual supports, simplifying communication, and utilizing stress scales to turn emotions into concrete concepts.
- Supported client using principles of applied behavior analysis.
Front Desk Clerk
Avid Hotel
05.2020 - 05.2022
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collected room deposits, fees, and payments.
- Entered and updated sensitive customer information during check-ins and room changes.
Cashier/Electronics
Walmart
02.2017 - 05.2020
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers find their needs in the electronics section of the store.
Cashier/Cook
McDonald's
01.2016 - 01.2017
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Restocked and organized merchandise in front lanes.
- Worked closely with shift manager to solve problems and handle customer orders.
Education
Master of Science - School Counseling
Mount Mary University
Milwaukee, WI08-2026
Bachelor of Arts - Psychology
University of Wisconsin - Milwaukee
Milwaukee, WI12.2023
High School Diploma -
Fennimore High School
Fennimore, WI05.2020
Skills
- Patient Safety Management
- Behavior Management
- Discharge Planning
- Treatment Planning
- Clinical Documentation
- Suicide Prevention
Timeline
Telephone Crisis Worker
Northwest Connections
01.2025 - Current
Mental Health Case Manager
Richland Center Health and Human Services
09.2024 - 12.2024
Mental Health Technician
Rogers Behavioral Health
12.2022 - 07.2024
Registered Behavior Technician
Mindcolor Autism
05.2022 - 12.2022
Front Desk Clerk
Avid Hotel
05.2020 - 05.2022
Cashier/Electronics
Walmart
02.2017 - 05.2020
Cashier/Cook
McDonald's
01.2016 - 01.2017
Master of Science - School Counseling
Mount Mary University
Bachelor of Arts - Psychology
University of Wisconsin - Milwaukee
High School Diploma -
Fennimore High School
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