Hennepin Co. Contracted Long Term Care Waiver Case Manager, working with adults experiencing Mental Health challenges,

Worked as a Courier who delivered packages, boxes, orders throughout Minneapolis-St. Paul and the Greater Twin Cities.

- Provided friendly and compassionate support to clients and pets during their entire visit to the hospital.- Developed a great rapport with clients and pets.- Answered a multi-line phone system, answered questions, screened & assisted clients with service needs, scheduled appropriate appointments for their pet via phone and on-line bookings.- Placed phone calls to respond to questions about basic animal care and relay information about their pets' needs.- Received and responded to emails, text messages, and faxes.- Screened and routed calls and messages to appropriate individuals within the hospital.- Assisted clients with questions about and the purchase of food, medication, supplements, and medical supplies. Provided appropriate advice to clients about pet care, wellness, prevention and disease, and relayed suggestions and recommendations to clients provided by their pet's medical providers.- Triaged urgent and emergent visits.- Filled pet medications, as requested by owners, and ordered by doctors, in accordance with the MN Board of Pharmacy.- Updated and maintained client charts, sent and received patient charts, and completed data entry.- Processed payments, credits, and returns.- Handleed the sending and receiving of mail and deliveries.- Provided a positive and supportive working relationship alongside all fellow team members.- Remained calm and provide an empathetic approach with concerned, emotional, and distressed clients.- Ensured clients were well informed of costs and expectations during their visit.- Maintained cleanliness of and sanitized and disinfected the main lobby, and all rooms following each appointment.

- Maintained a caseload of 50-60 individuals to provide case management services.- Collaborated with client's multi-disciplinary teams, including guardians, families, day programs, providers, social, medical, and mental health professionals, to provide a full spectrum of services to help individuals remain as independent as possible.- Completed one-on-one psychosocial assessments and evaluations, at least twice per year.- Worked with Hennepin County to identify and utilize an annual budget for all recommended services for each individual.- Identified, located, and initiated appropriate services for individuals that helped maintain each person's ability to remain as safe and independent as possible in the community. This included options for personal care, housekeeping, independent living services, weekly nursing services, day programs, meals, medication dispensers, transportation, medical and health services, equipment and supplies, temporary and permanent housing, and home modifications.- Connected clients to psychiatric services, medical treatment and substance use treatment facilities, when applicable.- Helped identify potential providers, initiate, & monitor services that helped guide each person towards their identified daily tasks and life goals.- Together with each client, developed a service agreement for each provider and service initiated.- Assisted clients obtain required identification, public benefits, and other applicable income sources for clients.- Completed daily notes regarding each contact with individuals and their team members which detailed the key points of conversations.- Intervened in crisis situations.- Followed and complyed with the state and county systems in place for the delivery of waiver services such as CADI, BI, DD, and EW programs.- Maintained client records and charts in compliance with agency standards as well as those of City and State agencies.- Provided thorough agency training to case management employees.

- Supported individuals with a variety of physical and mental health disabilities to successfully live in their own apartments and participate in their communities.- Assisted clients with increasing their independence and quality of life.- Promoted and encouraged participating in hobbies and recreational activities.- Assisted and supported individuals with meal planning, grocery and personal shopping, and cooking.- Provided support with medical appointments and medication administration.- Supported, assisted and facilitated development of independent living skills.- Provided education and opportunities to problem solve with regards to safety skills, apartment maintenance, social interactions, and self-advocacy.- Assisted with self-administration of medications.- Advocated for clients in all areas of living.- Provided education with coordination of, and provided transportation.- Educated and provided opportunities to problem solve with regards to safety skills, social interactions, and self-advocacy.- Assisted with independence in scheduling and attending appointments.- Provided daytime and overnight supervision and availability to all program recipients.

- Taught CPR & First Aid to healthcare providers and the community. - Scheduled group and individual classes according to individual needs and wishes.- Provided additional instruction to those requesting and those that demonstrated skills showed needed improvement.- Acted as an Instructor Trainer, Training Center Faculty, mentor and resource.- Distributed a written and skills exam to each attendee and worked with each until receiving a passing score.- Awarded each attendee a completion card after successfully passing a written and skills exam.