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Glenda Shannon

@glendashannon

Crisis Counselor at Vibrant Emotional Health who analyzes call trends and builds Excel models to inform staffing and protocol decisions.

United States

Message

At Vibrant Emotional Health, I analyze call data patterns and recommend protocol changes to reduce processing gaps and improve case consistency.

I built Excel tracking models for volume, response time, and outcomes, giving leadership data for staffing and protocol decisions. I also maintain accurate documentation and metrics for quality reviews and program compliance.

At Destiny Springs Healthcare, I conducted assessments to identify client needs and barriers and maintained EHR documentation that supported clinical decisions and reduced audit risk. At Centene Corporation, I applied crisis frameworks in phone assessments and collaborated with clinical teams on care transitions.

Earlier, I coordinated post-discharge care at Banner Health and oversaw day-to-day operations for a residential program at Lifewell Behavioral Wellness. I hold a Master of Social Work and a Bachelor of Social Work from Arizona State University, Downtown Campus, and I'm a Certified Scrum Master.

Experience

Work history, roles, and key accomplishments

Current

Crisis Counselor

Current

Vibrant Emotional Health

Nov 2022 - Present (4 years)

Analyzed call data patterns to identify trends and recommended protocol changes that reduced processing gaps and improved case consistency. Built Excel tracking models to monitor volume, response time, and outcomes, supporting leadership decisions.

Data Analysis KPI Tracking Excel reporting Process Improvement Quality Review Documentation Crisis Intervention

Current

Crisis Counselor

Current

Vibrant Emotional Health

Nov 2022 - Present (4 years)

Data Analysis KPI Tracking Excel reporting Process Improvement Quality Review Documentation

Intake Social Worker

Destiny Springs Healthcare

Jul 2021 - Nov 2022 (1 year 4 months)

Conducted thorough assessments to identify client needs and barriers, leading to faster placement decisions. Maintained comprehensive EHR documentation that supported clinical decisions and reduced audit risk.

Clinical Assessment EHR Documentation Compliance Audit Readiness

Intake Social Worker

Destiny Springs Healthcare

Jul 2021 - Nov 2022 (1 year 4 months)

Clinical Assessment EHR Documentation Compliance Client Assessment

Crisis Professional

Centene Corporation

Aug 2020 - Jul 2021 (11 months)

Applied crisis frameworks to phone assessments for members across multiple states, improving referral accuracy and outcomes. Collaborated with clinical teams to ensure smooth care transitions while maintaining audit-ready documentation.

Crisis Intervention Telehealth Documentation Collaboration

Crisis Professional

Centene Corporation

Aug 2020 - Jul 2021 (11 months)

Crisis Intervention Telehealth Documentation Collaboration

Transitional Care Specialist

Banner Health

Jun 2019 - Aug 2020 (1 year 2 months)

Coordinated post-discharge care and monitored patient progress, stepping in early when problems arose to prevent readmissions. Improved adherence to follow-up appointments and medication plans through regular contact and adjusted care planning.

Care Coordination Patient Monitoring Discharge Planning Follow up Care

Transitional Care Specialist

Banner Health

Jun 2019 - Aug 2020 (1 year 2 months)

Care Coordination Patient Monitoring Discharge Planning Follow up

Program Coordinator

Lifewell Behavioral Wellness

Jun 2016 - Apr 2019 (2 years 10 months)

Oversaw day-to-day operations for a 20+ bed residential program, managing staffing, scheduling, and coverage. Reviewed clinical and operational records with staff and provided feedback, improving accuracy and consistency.

Program Management Staffing Scheduling Process Improvement Compliance