Heavenly Hines
Calumet City
Summary
Compassionate and detail-oriented Case Manager with 3+ years of experience conducting assessments, coordinating care, advocating for clients, and connecting individuals with healthcare and community resources. Skilled in crisis intervention, documentation, care coordination, and collaborating with multidisciplinary teams while maintaining confidentiality and ensuring continuity of care. Recognized for building strong relationships with diverse populations, solving complex problems, and delivering organized, patient-centered support.
Overview
6
6
years of professional experience
Work History
Case Manager
Community Care Systems, Inc.
Chicago
01.2024 - 07.2026
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Delivered immediate crisis intervention to support clients in distress and ongoing case support
- Conduct comprehensive client assessments and develop individualized care plans
- Conducted hospital visits to evaluate physical and mental health needs, informing effective discharge planning
- Coordinate with hospital teams to ensure home care aides are arranged prior to discharge
- Facilitated senior clients' access to in-home care services, ensuring safe discharge and recovery
- Linked clients to mental health professionals and support services, enhancing overall well-being
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Conducted home visits to assess the safety of living environments for clients.
- Maintained accurate documentation and handled sensitive information with confidentiality
- Provided referrals to appropriate health care providers or other community resources.
- Assisted with applications for government benefits such as Medicaid or Social Security Disability Insurance.
- Advocated for clients by obtaining information regarding treatment options and clinical status.
- Communicated with legal services providers, and social services agencies regarding cases.
- Provided referrals to appropriate medical, mental health, and social services.
- Managed a minimum of 25 caseload effectively, ensuring timely documentation and reporting.
- Collaborated with healthcare teams for patient care plans.
Armed Security Officer (Internship)
Global Security Group
Oakbrook
04.2021 - 12.2023
- Monitored facility access points and verified identification to ensure safety and compliance
- Maintained detailed incident and activity reports to support safety protocols
- Assisted visitors and answered questions to enhance facility experience and security awareness
- Conducted patrols and inspections to identify and mitigate potential safety hazards
- Provided front-facing support by assisting visitors and answering questions
- Maintained strict confidentiality when handling sensitive information
Youth Mentor (Volunteer)
Boys and Girls Club
Hammond
04.2021 - 09.2021
- Mentored youth through individualized guidance and emotional support
- Facilitated conflict resolution and managed behaviors effectively
- Designed engaging activities that promoted teamwork and leadership
- Ensured safe, inclusive environment for all participants
- Encouraged youth to adopt healthy lifestyle habits during workshops and encouraged positive decision-making
- Built trusting relationships with children, teens, and their families through consistent guidance and encouragement.
- Promoted positive behavior and resolved conflicts using effective communication and de-escalation techniques
- Provided academic support, homework assistance, and encouragement to help youth achieve personal and educational goals.
- Collaborated with staff, parents, teachers, and community partners to support youth development.
After-School Tutor
America Reads
Macomb
09.2020 - 04.2021
- Delivered one-on-one and small group instruction to improve student performance
- Worked with children of varying developmental, behavioral, and learning needs, including autism spectrum disorders, demonstrating patience, adaptability, and compassionate care.
- Created a positive and encouraging learning environment to boost student confidence and participation
- Built positive relationships with students, parents, and staff to support academic and personal growth
- Used positive behavior support and de-escalation techniques to manage challenging behaviors effectively
Education
Galesburg High School
Galesburg, ILBachelor of Science - Law Enforcement Administration & Sociology
Western Illinois University
Macomb, ILSkills
- Client intake assessment
- Discharge planning
- Home care coordination
- Mental health resource linkage
- Crisis intervention
- Community resource navigation
- Case file accuracy & compliance
- HIPAA compliance
- Regulatory compliance
- Medical records coordination
- Administrative & Medical Support: Patient documentation
- Microsoft Office Suite
- Interdisciplinary collaboration
- Team collaboration
- Records management
- Professional Skills: Patient communication
Timeline
Case Manager
Community Care Systems, Inc.
01.2024 - 07.2026
Armed Security Officer (Internship)
Global Security Group
04.2021 - 12.2023
Youth Mentor (Volunteer)
Boys and Girls Club
04.2021 - 09.2021
After-School Tutor
America Reads
09.2020 - 04.2021
Galesburg High School
Bachelor of Science - Law Enforcement Administration & Sociology
Western Illinois University