Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Jessica Jordan

Shelbyville

Summary

Dynamic leader with extensive experience at Hopelink Behavioral Health, excelling in crisis intervention and team development. Proven ability to enhance operational efficiency through strategic planning and effective communication. Skilled in performance evaluation and emotional support, fostering a motivated workforce that consistently meets organizational goals.

Overview

7
7
years of professional experience

Work History

Crisis Chat Supervisor

Hopelink Behavioral Health
04.2024 - Current
  • Supervised daily operations and ensured team compliance with safety standards.
  • Trained new employees on operational procedures and safety protocols.
  • Coordinated workflow to meet production schedules and maintain efficiency.
  • Conducted regular inspections to ensure quality control of products being processed.
  • Facilitated communication between team members to resolve operational issues quickly.
  • Implemented best practices for workplace organization to enhance productivity.
  • Assisted in developing training materials for ongoing employee skill development.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Directed and supervised team of 15 employees in daily operations.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Complied with company policies, objectives and communication goals.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Performed monthly inventory checks to ensure sufficient stock levels for all products.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Trained new employees on company policies and procedures.
  • Fostered a positive and motivating work environment, leading to an increase in team morale.
  • Developed strategies to improve team performance and productivity.
  • Acted as a liaison between upper management and staff, facilitating open communication.
  • Participated in recruitment efforts by interviewing prospective candidates for open positions.
  • Provided emotional support to individuals in crisis situations.
  • Conducted assessments to evaluate individual needs and risks.
  • Maintained accurate documentation of client interactions and progress.
  • Participated in training sessions to improve counseling techniques and skills.
  • Provided emotional support and guidance to individuals dealing with a variety of life issues, including grief, depression, anxiety, substance abuse, trauma and relationship conflicts.

Domestic Violence Specialist

TNCSA
11.2021 - Current
  • Provided crisis intervention support to individuals experiencing domestic violence.
  • Conducted assessments to determine client needs and appropriate services.
  • Collaborated with law enforcement and community organizations for client referrals.
  • Maintained accurate case records and documentation for compliance purposes.
  • Participated in trainings on trauma-informed care practices for working with survivors of domestic violence.
  • Attended regular supervision meetings with program directors to discuss caseloads and strategies for providing optimal service delivery.
  • Collaborated with local law enforcement agencies to ensure effective response to domestic violence cases.
  • Provided crisis intervention and counseling services to victims of domestic violence.
  • Coordinated referrals for housing assistance, employment opportunities, mental health treatment, substance abuse treatment, and other social services.
  • Served as a liaison between victims and relevant government agencies or organizations.
  • Maintained accurate case notes and documentation according to agency protocols.
  • Maintained client confidentiality and data security standards in accordance with agency policy.
  • Provided emotional support through active listening and validation techniques.
  • Used active listening skills and supportive diction to cultivate client rapport and open communication.
  • Evaluated and addressed individual client needs and concerns.

911 Communications Supervisor

Rutherford County EMS
Murfreesboro
11.2018 - 01.2024
  • Supervised daily operations of emergency communications center for Rutherford County EMS.
  • Coordinated response efforts with first responders and emergency services personnel.
  • Managed staff schedules and ensured adequate coverage during peak hours.
  • Trained new employees on communication protocols and emergency response procedures.
  • Utilized dispatch software to track calls and monitor resources effectively.
  • Conducted regular performance evaluations and provided feedback to team members.
  • Developed training materials for ongoing staff education on best practices.
  • Implemented process improvements to enhance communication efficiency within the team.
  • Assisted with developing strategies for handling high-stress situations encountered by call-takers and dispatchers.
  • Reviewed incident reports generated after each emergency situation handled by personnel at the center.
  • Created reports regarding staffing levels, equipment needs, dispatch times, and other relevant information concerning the 911 Communications Center.
  • Provided technical support when necessary for software applications used at the center.
  • Analyzed data from previous incidents to identify areas for improvement within the department's operations.
  • Maintained accurate records of all incoming calls received at the center.
  • Coordinated with local law enforcement agencies on procedures for responding to emergency situations.
  • Performed quality assurance evaluations of call-takers and dispatchers working in the 911 Communications Center.
  • Monitored radio communications between emergency personnel in the field and the 911 Communications Center.
  • Ensured proper protocols were followed during all incoming calls related to emergencies.
  • Investigated unusual occurrences reported by call-takers or dispatchers while on duty.
  • Trained new staff members on how to use computer systems used by the center.
  • Collaborated with various departments throughout the organization to improve communication policies and procedures.
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Used radio, telephone and computer system to update first responders with new information.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
  • Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
  • Advised personnel about accidents, weather conditions or other hazards.
  • Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
  • Responded to emergency calls routed by automatic distribution system.
  • Mentored junior team members and managed employee relationships.

Education

High School Diploma -

Shelbyville Central High School
Shelbyville
05-2005

Skills

  • Workflow coordination
  • Data management
  • Performance evaluation
  • Conflict resolution
  • Emotional support
  • Problem solving
  • Active listening
  • Decision making
  • Leadership
  • Employee development
  • Processes and procedures
  • Decision-making
  • Attention to detail
  • Verbal and written communication
  • Staff development
  • Process monitoring and improvement
  • Safety protocols
  • Staff discipline
  • Complex Problem-solving
  • Task delegation
  • Team building
  • Inventory control
  • Coaching and mentoring
  • Training and mentoring
  • Process improvement
  • Policy enforcement
  • Staff management
  • Business administration
  • [Software] experience
  • Goal oriented
  • Relationship building
  • Policy and procedure development
  • Customer service
  • Operations management
  • Documentation and reporting
  • Strategic planning
  • Priority management
  • Schedule development
  • Employee motivation
  • Negotiation
  • Professional demeanor
  • Problem-solving
  • Team leadership
  • Multitasking

References

References available upon request.

Timeline

Crisis Chat Supervisor

Hopelink Behavioral Health
04.2024 - Current

Domestic Violence Specialist

TNCSA
11.2021 - Current

911 Communications Supervisor

Rutherford County EMS
11.2018 - 01.2024

High School Diploma -

Shelbyville Central High School

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Jessica Jordan