JASON L MERCADO SR.
Stockbridge
Summary
Accomplished Social Services professional and proud Military Veteran, with demonstrated success collaborating with diverse client populations, in individual and group settings, driving program effectiveness, and leading teams to organizational goals. Compassionate, empathetic, and solutions-oriented individual currently pursuing a Master of Science degree. Able to effectively organize and manage a large case load with a strong attention to detail and time sensitive deadlines. Critical thinker that fosters partnerships with community organizations and stakeholders to expand services and improve client outcomes. Areas of strength and expertise include
Overview
19
19
years of professional experience
Work History
Veteran’s Case Manager
Catholic Charities of Atlanta
06.2024 - Current
- Assist veterans with financial needs during a personal crisis.
- Conduct telephone screenings and intakes of potential clients.
- Assess and determine the type of funding assistance best suits the veteran.
- Refer clients to internal and external resources for additional assistance.
- Provide case-management services on a 30-day, 60-day, and 90-day timeline.
- Maintain the database, accurate files and records of clients served through the program.
Customer Experience Specialist II
Delta Airlines
02.2023 - 05.2024
- Connected with customers and ensured a positive customer experience for each client.
- Interacted with a globally diverse group of customers and colleagues.
- Provided outstanding customer service to passengers booking airline reservations.
- Assisted customers with selecting flights, cabin classes, and destinations.
- Processed ticket orders and payments and amended existing reservations.
- Managed customer complaints and feedback in a timely manner.
Case Manager Supervisor
Wheeler Creek Community Development Corp.
06.2020 - 10.2022
- Led and supervised the Rapid Rehousing Case Management team by guiding staff in providing family case management using trauma-informed care and a strength-based approach.
- Oversaw day-to-day operations to ensure compliance with human resource policies and company procedures.
- Provided coaching and feedback to team and encouraged professional development opportunities.
- Managed complex cases, ensuring timely and accurate data management and reporting.
- Collaborated with Director and Deputy Director on administrative and program management tasks.
- Implemented a strong, intensive case management component for chronically homeless families focused on moving individuals out of homelessness quickly and preventing homelessness recidivism.
Field Supervisor
US Census Department
08.2019 - 07.2020
- Supervised a team of enumerators who worked in various communities gathering data for decennial count.
- Reviewed enumerators’ work to ensure accuracy and quality standards.
- Conducted observations of field work and conducted on the job training when necessary.
- Facilitated training sessions using guides and materials to keep staff updated on changes as well as addressing any issues.
- Provided instructions for improving production and performance to meet deadlines and quality standards.
- Reviewed and submitted the payroll for the team.
Oil Filtration Technician Supervisor
Filta Fry, Inc.
04.2012 - 05.2017
- Managed a crew of ten at various job locations with security clearances.
- Scheduled & supervised accounts payable to staff.
- Kept an accurate record of financial transactions.
- Updated & maintained the general ledger.
- Recorded debits & credits for all company financial transactions.
- Oversaw & reviewed payable related journal entries.
- Submitted invoices to the various companies & organizations for services rendered.
Resident Counselor
Job Corp
07.2009 - 04.2012
- Developed strong rapport with residents and their families through effective communication techniques such as active listening and empathy.
- Continuously updated professional skills through ongoing training, workshops, conferences, and other educational opportunities to better serve residents.
- Fostered a positive community atmosphere within the residence by modeling appropriate behaviors and encouraging mutual respect among all individuals present.
- Ensured adherence to federal, state, local regulations governing residential counseling programs while maintaining comprehensive knowledge of relevant laws and policies.
- Collaborated with interdisciplinary teams to ensure optimal care and support for each resident.
- Provided crisis intervention services as needed, de-escalating situations and ensuring the safety of all involved parties.
Employment Specialist
Maryland Department Of Labor
08.2008 - 06.2009
- Assisted clients with completing job applications and submitting resumes to improve interview chances.
- Established strong relationships with local employers to match clients with suitable job opportunities.
- Provided ongoing support and guidance for clients during their job search, leading to increased confidence and motivation.
- Enhanced client employability by conducting thorough assessments and identifying individual strengths and weaknesses.
- Assisted clients in developing effective job search strategies that leveraged their unique skills, experience, and qualifications for targeted positions.
Case Manager
Career T.E.A.M, LLC
08.2006 - 08.2008
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
Education
Master of Science - Addiction Counseling
Coppin State University
Baltimore, MD12.2025
Associates of Arts - Business Administration
Howard Community College
Columbia, MD07-2019
Bachelor of Arts - Sociology
University of Maryland-Eastern Shore
Princess Anne, MD12-2004
Skills
- Counseling
- Case Coordination
- Plan Development
- Document Preparation
- Discharge Planning
- Policy Implementation
- Cross Functional Collaboration
- Relationship Building
- Records Management
- Family support
- Mental health support
- Disability services
- Multicultural competence
- Suicide prevention
- Housing assistance
- Substance abuse
- Supportive counseling
- Employment assistance
- Veteran advocacy
- Benefits navigation
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Worker supervision
- Excellent communication
- Critical thinking
- Organizational skills
- Decision-making
- Verbal and written communication
- Adaptability and flexibility
Community Service
Wounded Warrior Project, Alumni, Jacksonville, FL
Timeline
Veteran’s Case Manager
Catholic Charities of Atlanta
06.2024 - Current
Customer Experience Specialist II
Delta Airlines
02.2023 - 05.2024
Case Manager Supervisor
Wheeler Creek Community Development Corp.
06.2020 - 10.2022
Field Supervisor
US Census Department
08.2019 - 07.2020
Oil Filtration Technician Supervisor
Filta Fry, Inc.
04.2012 - 05.2017
Resident Counselor
Job Corp
07.2009 - 04.2012
Employment Specialist
Maryland Department Of Labor
08.2008 - 06.2009
Case Manager
Career T.E.A.M, LLC
08.2006 - 08.2008
Master of Science - Addiction Counseling
Coppin State University
Associates of Arts - Business Administration
Howard Community College
Bachelor of Arts - Sociology
University of Maryland-Eastern Shore
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