Toshira Monroe Email & Phone Number

Washington, District Of Columbia, United States

Washington DC-Baltimore Area

Washington, District Of Columbia, United States

Washington D.C. Metro Area

Washington D.C. Metro Area

• Initially hired to oversee local hotline staff of 4; rapidly promoted to manage both the local and national hotlines, with responsibility for a staff of 13. Defines and develops the strategic plan for the resource.
• Manages scheduling, resource allocation and team alignment within parameters for a $1.5 M budget.
• Oversees a highly-performing team receiving 800-1000+ monthly service interactions across multiple channels including calls, chats and texts.
• Directs team’s outreach initiatives to under-served communities, including: school visits, health events, police departments, courthouses, and door-to-door knocking in high-risk neighborhoods.
• Led major migration from outdated telephone technology to VoIP platform; facilitated team training on new platform.

Washington D.C. Metro Area

• Support hotline counselors, provide troubleshooting and address inquiries around job function and hotline calls.
• Assisted coordinator with developing hotline protocols and procedures, maintaining hotline database, coordinating schedules, and completing reporting.
• Respond to hotline calls, performing crisis interventions, safety planning, and providing appropriate referrals.
• Conduct hotline counselor meetings, providing feedback from observations.

Washington D.C. Metro Area

• Responded to 24-hour crisis hotline, assessing risk and safety planning; responded to general inquiries from residents.
• Interviewed potential clients for intake assessment and provided appropriate referrals.
• Conducted group discussions with residents regarding domestic violence and their children’s education.

Washington D.C. Metro Area

• Performed wide range of business-critical administrative duties to support firm’s internal operations.
• Created and maintained reports, edited staff documents, and ensured maintenance of office equipment.
• Supported business managers and principals of firm; reported directly to Business Manager.
• Leveraged multiple software platforms to input client and billing data; utilized InDesign to create collateral.

Gainesville, Florida Area

• Concurrent with Project Coordinator role listed below.
• Coordinated new HIV outreach project; led the continuing development of the Business Response to AIDS (BRTA) project.
• Conducted counseling and accompanying documentation for clients both pre- and post-testing.
• Assisted with outreach volunteer management, input and maintenance of demographic data/results in county database.

Gainesville, Florida Area

• Served as Project Coordinator for the Oral Health Coalition of Alachua; assisted in writing and editing grant for project.
• Developed coalition’s year-long project plan including coordinating dental screenings at elementary schools countywide.
• Managed volunteer participation and dissemination of materials to schools and greater community.
• Participated in outreach, maintained data entry, and assisted with budget management.
• Designed and developed curriculum for daycare aged oral health.

Jacksonville, Florida Area

• Coordinated and managed employee training for new hospital contracts.
• Established and executed plans for company projects including developing training curriculum materials.
• Performed ER real-time transcription for physicians as they saw and treated patients.

Master Of Arts - Ma, Education

Nonprofit Management Executive Certificate - Anticipated Spring 2022

Bachelor Of Arts - Ba, Education

Post-Baccalaureate Studies