Courtney Bollinger
Glendale
Summary
Conscientious professional with extensive experience advocating for social and economic well-being of individuals and families. Skilled at providing guidance, support and assistance. Strong communication and management skills and committed to inspiring community service.
Overview
15
15
years of professional experience
Work History
Foster Care Program Manager
Ohana
01.2024 - Current
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
NICU Family Support Coordinator
Banner University Medical Center Phoenix
06.2023 - 12.2023
- Provided information, comfort and direct services to families by coordinating the implementation of Core Curriculum parent education hours and additional, customized social activities to ensure NFS core program components are achieved.
- Developed rapport to create safe and trusting environment for care.
- Serve as a liaison between the March of Dimes and NFS hospital site to maintain and/or deepen partnership.
- Provide and evaluate annual NICU staff professional development opportunity that promotes principles of family centered care and participate in education offerings from March of Dimes and hospital partner.
Social Services Manager
Mind 24-7
01.2022 - 02.2023
- Created and oversaw Sex Trafficking Protocol for children and adult survivors of human trafficking
- Provided company wide training on Protocol; initial and ongoing
- Educated staff as well as community partners and stakeholders on human trafficking.
- Identified community resources to support clients.
- Cultivated positive, trusting relationships with clients and community providers to promote effective coordination of resources.
Director
StreetLightUSA
01.2021 - 10.2021
- Oversaw all departments of the Lighted Path Program including the support services team, education department and direct care team
- Assisted the CEO with educating the community on child trafficking, fundraising, and gaining community support
- Assisted the CEO with events, planning and facilitating
- Created and maintained relationships with stakeholders and donors across the country.
- Monitored and coordinated workflows to optimize resources.
Trauma Support Services Manager
StreeetLightUSA
01.2019 - 01.2021
- Provide community education and training on the realities of child sex trafficking and how to help in the efforts to end exploitation of children, including hospitals, behavioral health organizations, law enforcement, DCS, probation department, parole, etc
- Managed bed availability and created new referral/intake process
- Assisted with hosting and working at Community Events around the state of Arizona to promote the organization and the work being done.
Behavioral Health Technician
Phoenix Children's Hospital
01.2018 - 01.2019
- Group facilitation: Plans, organizes, and leads skills-based groups related to social skills, coping skills, self-esteem, relaxation, creative expression, and cooperative play
- Participated in multidisciplinary team meetings to discuss progress and treatment plans of clients.
- Communicated with clients to assess mental health needs and develop individualized treatment plans.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
Provider Network Specialist
Cenpatico Integrated Care
10.2015 - 12.2017
- Conduct presentations related to Provider Performance Department at various internal and external meetings, including but not limited to quarterly QM, monthly provider calls, specialty provider meetings, etc
- Knowledge of identifying and investigating quality of care concerns and elevating those to the appropriate departments for further action
- Thorough knowledge of federal, state, and local healthcare laws and regulation with the ability to comply with healthcare practices and activities
- Assisted with hosting and working at Community Events around the state of Arizona to promote the organization and the work being done
- Team lead | southwest network
Team Lead, Children's System of Care
Southwest Network
11.2011 - 10.2015
- Responsible for the supervision, training, mentoring and support of nine mental health case managers; each of whom handle a caseload of 15 - 25 high needs children (ages 0-18) who have mental illness, developmental delays, delinquent behaviors, probation/court involvement and DCS (formerly CPS) involvement
- Responsible for attending and/or presenting clinical information to judges, court liaisons and mental health courts, as well as coordinating care with these entities for the youth we serve that were involved in the juvenile justice system
- Responsible for completing chart reviews and data validation audits every month with staff to assess the quality of the documentation in the chart and recommend areas of improvement.
Clinical Coordinator, Adult System of Care
Southwest Network
01.2009 - 11.2011
- Was responsible for the supervision, training, mentoring and support of nine mental health case managers and rehabilitation specialists; each of whom handle a caseload of 30 - 40 seriously mentally ill (SMI) adult recipients
- Responsible for attending and/or presenting clinical information to judges, court liaisons and mental health courts, as well as coordinating care with these entities for the adults we serve that were involved in the criminal justice system
- Responsible for completing chart reviews and data validation audits every month with staff to assess the quality of the documentation in the chart and recommend areas of improvement.
Education
MASTER OF EDUCATION - Human Relations
Northern Arizona University
Flagstaff, AZ12.2010
Bachelor OF SCIENCE - Psychology, Sociology
Southern Oregon University
Ashland, OR06.2007
Skills
- Case Planning and Management
- Administrative Oversight
- Community Resources
- Trauma-Informed Care
- Child Advocacy
- Clinical Documentation
- Staff Development
- Public Speaking
- Planning and Coordination
- Presentations and Tours
- Interpersonal Communications
- Training Initiatives
Timeline
Foster Care Program Manager
Ohana
01.2024 - Current
NICU Family Support Coordinator
Banner University Medical Center Phoenix
06.2023 - 12.2023
Social Services Manager
Mind 24-7
01.2022 - 02.2023
Director
StreetLightUSA
01.2021 - 10.2021
Trauma Support Services Manager
StreeetLightUSA
01.2019 - 01.2021
Behavioral Health Technician
Phoenix Children's Hospital
01.2018 - 01.2019
Provider Network Specialist
Cenpatico Integrated Care
10.2015 - 12.2017
Team Lead, Children's System of Care
Southwest Network
11.2011 - 10.2015
Clinical Coordinator, Adult System of Care
Southwest Network
01.2009 - 11.2011
MASTER OF EDUCATION - Human Relations
Northern Arizona University
Bachelor OF SCIENCE - Psychology, Sociology
Southern Oregon University