Case Manager at Professionals Resource Network, Inc. (2022-11 – 2026-02)
- Coordinated evaluation, referral, and monitoring services for Florida's professionals health program to support practitioner well-being and public safety.
- Consulted with healthcare professionals, the Florida Department of Health (DOH), the Florida Department of Business and Professional Regulation (DBPR), evaluators, treatment providers, hospitals, and employers to align on case direction and requirements.
- Reviewed psychological evaluations and community-provider assessments to identify client needs and inform care planning.
- Reviewed, analyzed, and staffed cases with the Clinical Team to confirm appropriateness of evaluation and treatment recommendations.
- Coordinated scheduling and logistics for client evaluations and subsequent treatment services.
- Prepared formal correspondence for DOH, DBPR, licensing boards, employers, and partner state programs.
- Maintained adherence to program policies, procedures, and confidentiality requirements.
- Used electronic medical records (EMR) systems to document contacts, progress, and case activity.
- Participated in team meetings to review case strategy, barriers, and next steps.
- Built trust with clients through empathetic, adaptive communication and provided advocacy as needed.
- Delivered crisis intervention support when situations escalated.
- Monitored service delivery and documented outcomes to support quality and effectiveness.
Victim Advocate (Homicide Through Burglary Cases) at Jacksonville Sheriff Office (2022-02 – 2022-08)
- Interviewed victims and provided direct support services, including crisis intervention and safety planning.
- Delivered criminal justice advocacy and guided victims through key milestones in the legal process.
- Coordinated with law enforcement to ensure timely outreach, updates, and access to services.
- Conducted follow-up contacts to assess needs, address concerns, and connect clients to resources.
- Assisted clients with filing victim compensation claims and gathering required documentation.
- Provided information and referrals through in-person support and community-facing outreach.
- Reviewed arrest and incident reports to identify eligible clients and initiate services.
- Responded to inquiries from victims and the public regarding available assistance programs.
- Maintained accurate records, case files, and required reports.
- Completed ongoing training to strengthen victim services and program effectiveness.
Family Services Case Manager/Counselor at National Youth Advocate Program (2021-03 – 2021-09)
- Delivered case management, counseling, parent education, transportation support, advocacy, and community resource linkage in alignment with contract and outcome expectations.
- Maintained consistent engagement with families through planned and unannounced visits to monitor safety, strengthen relationships, and support progress.
- Completed and updated Family Risk Assessments with household members to evaluate strengths, needs, and risk factors.
- Developed and advanced permanency plans, including adoption planning, for youth unable to safely return home.
- Reviewed and updated individualized youth plans to drive progress toward documented goals.
- Prepared for and participated in administrative reviews, court reviews, and related proceedings.
- Coordinated with foster care programs and treatment coordinators to support visitation and communication in the foster home.
- Completed documentation and required training on time to support compliance and quality service delivery.
- Applied child welfare best practices to inform decision-making and improve outcomes.
Prosecution Support Specialist III (Case Manager – Youth Offender Program) at State Attorney's Office 4th Judicial Circuit of Florida (2017-12 – 2021-02)
- Supported the Juvenile Diversion Alternative Program (JDAP) by coordinating case activities and participant progress.
- Facilitated mediation and arbitration hearings for high-risk youth and families, addressing needs and outlining next steps.
- Maintained case records and prepared reports and documentation for court and administrative proceedings.
- Referred youth and families to services including family counseling, anger management, healthy sexuality counseling, and substance use counseling.
- Built partnerships with community agencies (e.g., Youth Crisis Center, Fresh Path Ministries) to expand coordinated support.
- Coordinated ongoing services for youth and family members and tracked participation requirements.
- Delivered the Consequences of Crime class and supported participant engagement.
- Organized quarterly expungement events to help youth pursue legal relief and reintegration opportunities.
- Met monthly with partner agencies to strengthen collaboration and improve service coordination.
Paralegal / Witness Coordinator I (County Court Restitution Desk) at State Attorney's Office 4th Judicial Circuit of Florida (2017-12 – 2021-02)
- Provided legal and administrative support for misdemeanor victim restitution cases, supporting timely case closure and victim communication.
- Conducted legal research and drafting; recognized by attorneys for strong case preparation and litigation support.
- Implemented an internal tracking and follow-up system to reduce missed deadlines and improve organization for County Court matters.
- Reviewed case files, closed eligible cases, and notified victims via letters requesting restitution information.
- Verified victim contact attempts and restitution status; completed outreach via phone and follow-up letters when restitution was not yet determined.
- Coordinated with civilians and local agencies (including FDOT and JEA) to obtain required documentation.
- Retrieved accident reports to identify victim contact information for restitution-related cases.
- Prepared restitution orders based on court rulings and restitution hearing outcomes.
Clerk III (Lead Worker, File Control & Mail Center) at State Attorney's Office 4th Judicial Circuit of Florida (2017-12 – 2021-02)
- Coordinated file control and mail center operations to ensure continuity of workflow and timely delivery of materials.
- Requested files and boxed cases from offsite storage and managed office deliveries to ensure timely access to documentation.
- Resolved file-related issues by handling phone and email inquiries and coordinating next steps with internal teams.
- Filed and closed out legal documentation in accordance with records requirements.
- Boxed and organized files for offsite storage and purged records in alignment with state retention guidelines.
- Served as acting lead during supervisor absences, maintaining staff efficiency and supporting day-to-day operations.
Security Officer at Baptist Medical Center Downtown (2008 – 2013)
- Responded to emergencies and security incidents to protect patients, staff, visitors, and property.
- Documented incidents through detailed reports to support follow-up and accountability.
- Conducted follow-up investigations and coordinated next steps as needed.
- Performed daily data entry, monitored alarm systems, and managed card access to support security protocols.
Store Manager (Promoted from Customer Service Representative) at Blockbuster, Inc (2005 – 2013)
- Led front-line staff to deliver a positive customer experience through proactive service and timely issue resolution.
- Drove shift performance by assigning individual sales goals and tracking progress toward store targets.
- Initiated and managed collection calls for major accounts by researching billing issues and coordinating payment arrangements.
- Resolved customer complaints and account discrepancies while analyzing receivables to improve service outcomes.
- Completed routine accounting reconciliations and communicated account status to support accurate reporting and follow-up.
