Angela Settle, Ma, Lpc Email & Phone Number

Virginia Beach, Virginia

Core Responsibilities: Manage and support a team of up to fifty Quitline Counselors and four counseling supervisors; assist Team Supervisors with creating methods for coaching and training the call taking agents; works with Quitline Assistant Director to analyze data on productivity, quality and customer satisfaction in order to implement strategies to maintain and exceed benchmarks in these areas; collaborate with operations, mission support and human resources to identify staffing needs, recruit, hire and train staff.Special Projects: Develop and implement 24 hour Tip Line to provide recorded quitting strategies to clients; originated and implemented plan for Diversity and special populations training for counselors; co-authored self-help material; project lead for converting self-help materials to email format which reduced shipping costs by 30%.

Supervise a team of approximately 16 counselors; evaluate and monitor calls to ensure and enhance quality; facilitate bi-weekly team meetings; create and implement training program for new Quitline team supervisors; facilitate training modules for counselors; analyze performance data to provide feedback to team and manager.

Provide structured telephone counseling to individuals attempting to quit using tobacco products; assist callers in identifying their reasons for quitting; help callers identify high-risk situations for relapse prevention; served as peer coach to assist with monitoring counseling calls; co-facilitated training modules for counselors with supervisors.

Provided case management to students by assessing and addressing individual, family, educational, and career needs; managed and delivered Life Skills classes; marketed and advertised Academy and its activities through a variety of promotional media.

Managed a case load of approximately 300 homebound elderly or disabled clients; conducted home visits to determine eligibility; assessed client’s needs and referred clients to community resources as needed; performed telephone intakes.

Educated clients on current child support laws and regulations; qualified custodial parent to the program; calculated approximate amount of arrears owed to the parent.

Investigated reports of abuse or neglect; initiated services for the child’s immediate or short-term safety; identified family strengths and resources; authorized services.

Ma, Counseling

Ba, Sociology