Ella Portlock
Northridge
Summary
Four years of experience in customer service combined with 2.5 years as a Registered Alcohol and Drug Technician. Extensive training in substance abuse treatment and a strong commitment to supporting clients through recovery. Proven ability to work flexible shifts, including nights, weekends, and holidays. Dedicated to making a positive impact on individuals facing addiction challenges.
Overview
6
6
years of professional experience
Work History
Lead Behavioral Health Technician
Sherman Oaks Detox
Sherman Oaks
04.2025 - Current
- Oversaw daily program operations, ensuring compliance with policies and regulatory standards.
- Supervised, trained, and coached staff while coordinating shift schedules and coverage.
- Supported development, implementation, and evaluation of programs to enhance clinical outcomes.
- Led staff meetings and debriefs to improve communication and operational workflows.
- Acted as liaison between staff, clinicians, and leadership for prompt issue resolution.
- Provided crisis intervention and trauma-informed de-escalation support to clients.
- Completed high-level documentation including incident reports and progress notes.
- Tracked program metrics and incident trends to drive data-informed improvements.
Lead Behavioral Health Technician
Crossroads Transitional
Northridge
05.2024 - 04.2025
- Executed facility intakes and discharges to optimize operational efficiency.
- Assisted patients with medication adherence through guidance and support.
- Checked vital signs as part of routine health monitoring protocol.
- Led group meetings, ensuring accurate documentation of participant progress.
- Conducted thorough behavioral assessments to tailor interventions.
- Implemented developmentally-appropriate schedules enhancing daily structure for patients.
- Fostered social interactions among patients, encouraging community-building.
- Provided emotional support, creating a safe environment for healing.
Dispatcher
Switchboard Alaska
Anchorage
08.2020 - 12.2022
- Received, identified, and accurately evaluated emergency and routine calls over the telephone
- Confirmed driver estimated time of arrival by request from passenger or the call center
- Screened calls for access to passenger accounts, handles confidential information as expected by company policy, and limits conversations to only relevant information to complete a task
- Managed incoming calls and routed them to appropriate departments or personnel
- Logged all calls in appropriate logbooks
- Used established policies and procedures, independent judgment, common sense and reason to make rapid and accurate decisions to achieve an effective initial alternative course of action
- Effectively communicated and coordinated in a teamwork environment with co-workers, other agencies, departments and the public, exercising strong customer service
- Processed requests to activate an unscheduled reservation and coordinates with the driver or vendor to dispatch a vehicle
- Assigned same-day trips on a trip-by-trip basis assigning to the network based on the vendor’s documented coverage area, contracted service types, and daily maximum trip assignment cap by using company guides, matrices, and systems
- Understands the geography of service areas and how to appropriately plan a course of dispatch
Server
Ramen House
Anchorage
08.2019 - 08.2020
- Provided exceptional customer service to patrons, ensuring a positive dining experience
- Processed payments using cash registers or POS systems
- Took orders accurately and efficiently, and delivered food promptly to customers' tables
- Managed multiple tasks simultaneously in a fast-paced environment, prioritizing tasks effectively
- Provided menu recommendations and answer questions about menu items
- Collaborated with kitchen staff and other servers to ensure smooth workflow and timely service
Skills
- Crisis assessment and intervention
- Facilitation of recovery programs
- Management of confidential information
- Documentation with attention to detail
- Organized time management strategies
- Support and monitoring of clients
- Effective interpersonal communication
- Adaptability in dynamic environments
- Proficiency in Microsoft Office applications
- Expertise in electronic medical records systems
- Maintenance of therapeutic environments
- Enforcement of policies and compliance standards
- Knowledge of COWS/CIWAS protocols
- Scheduling programs efficiently
- Leadership and management capabilities
References
Available on request
Timeline
Lead Behavioral Health Technician
Sherman Oaks Detox
04.2025 - Current
Lead Behavioral Health Technician
Crossroads Transitional
05.2024 - 04.2025
Dispatcher
Switchboard Alaska
08.2020 - 12.2022
Server
Ramen House
08.2019 - 08.2020