Open to opportunities

Tonisha Willis

@tonishawillis

I provide crisis intervention, client support, and complex administrative coordination in high-volume remote environments.

United States

Message

What I'm looking for

I'm looking for a remote role where I can support clients, manage complex information, solve issues calmly, and contribute to efficient, mission-focused operations.

At The Trevor Project, I manage high-volume hotline, text, and chat interactions for people experiencing acute psychological distress and suicidal ideation. I create affirming spaces, co-create actionable safety plans, and connect clients with local mental health and community resources.

Previously at PRS Inc., I provided crisis intervention, suicide prevention support, brief supportive counseling, and resource referrals through live chat and text. I maintained detailed records, assessed risk, coordinated emergency responders when needed, and worked closely with crisis-services leadership.

I also bring client support and administrative experience from Arise LLC and Grant Holdings Inc., including resolving service and billing issues, escalating technical concerns, managing records, supporting executives, and improving document tracking. I’m comfortable working remotely in deadline-driven environments where accurate documentation, calm communication, and problem-solving matter.

Experience

Work history, roles, and key accomplishments

Current

Crisis Worker

Current

The Trevor Project

Oct 2024 - Present (1 year 11 months)

Managed high-volume hotlines, text, and chat lines for individuals experiencing acute psychological distress and suicidal ideation. Created inclusive, affirming spaces and co-created actionable safety plans with clients.

Crisis Intervention Suicide Prevention Trauma Informed Communication Safety And Action Planning Documentation Risk Assessment Empathy Active Listening

Crisis Chatline Worker

PRS INC.

Jan 2022 - Mar 2024 (2 years 2 months)

Provided evidence-informed information, referral, brief supportive counseling, crisis intervention, and suicide prevention support to live chat and text visitors. Intervened with suicidal visitors, including making assessments and coordinating with emergency responders when needed.

Crisis Intervention Suicide Prevention Referral Services Documentation Report Writing Collaboration Performance Metrics Risk Assessment

Client Support Associate

Arise LLC

Jun 2017 - Apr 2021 (3 years 10 months)

Handled high volumes of inbound calls, emails, and web-based chats, resolving service and billing issues. Managed member inquiries via phone, SMS, chat, and other messaging platforms, and escalated technical issues to the engineering team.

Customer Service Call Center Billing Technical Support Communication Skills Problem Solving CRM Zendesk Salesforce

Assistant Office Administrator

Grant Holdings Inc.

Jan 2013 - Jun 2017 (4 years 5 months)

Developed and implemented a revised filing system to improve document tracking and increase inventory reporting accuracy. Provided high-level administrative support, including scheduling, data entry, and HR record maintenance.

Administrative Support Data Entry Scheduling HR Records Quality Assurance Research Communication Skills Microsoft Office

Security Associate

U.S. Security Associates

Jan 2012 - Jan 2013 (1 year)

Served as the first point of contact for all site incidences, dispatching on-site teams and contacting local authorities as necessary. Reported daily activity, incidents, audits, and safety repairs, and improved emergency preparedness by implementing enhanced security protocols.

Security Incident Reporting Emergency Response Communication Skills Dispatch Safety Procedures