Mackenzie Williams

Compassionate and results-driven professional with a Bachelor of Arts in Psychology and over 10 years of experience in customer relations and sales. Proven ability to connect with individuals, manage challenging situations, and provide support in high-pressure environments. Experienced in crisis intervention through volunteer work at a crisis hotline and as a Youth Counselor, helping teens navigate transitions and emotional challenges. Skilled in active listening, conflict resolution, and building trust-based relationships. Eager to leverage my background in psychology, empathy, and communication skills in a Family Services Specialist role to make a positive impact on families and individuals in need.

Youth Counselor
Leland House, Centreville, VA — 2014-2015

• Supervised and supported teens in a transitional phase, preparing for reintegration into their families, ensuring a safe and supportive environment during non-therapy hours.
• Collaborated with therapists and support staff to document teens’ progress, challenges, and any relevant behavioral or emotional observations for case management purposes.
• Provided emotional support and guidance to teens, engaging in one-on-one conversations to help them process personal issues and navigate challenges when therapists were unavailable.
• Facilitated group discussions and encouraged positive peer interactions, helping teens develop effective communication and coping skills.
• Observed and reported changes in behavior or emotional states, ensuring timely communication with the therapeutic team for appropriate interventions.
• Assisted in the development of personalized strategies to help teens manage stress, anxiety, and conflict resolution during their transition back to home life.
• Promoted a nurturing and empathetic atmosphere, ensuring teens felt heard, understood, and supported throughout their stay.
• Helped coordinate recreational activities and structured daily routines, fostering a sense of stability and structure for teens during the transitional period.

Crisis Hotline Volunteer
PRS Crisis Link, Arlington, Virginia — 2015-2016

• Dedicated 150 hours to providing emotional support and guidance to individuals experiencing mental health crises, emotional distress, and personal challenges.
• Actively listened to callers, offering empathy, validation, and crisis intervention while maintaining a calm and supportive environment.
• Assessed the urgency of each call and followed protocols to connect individuals with appropriate resources, including mental health professionals and community support services.
• Managed high-stress situations by de-escalating emotional crises and offering coping strategies to callers in immediate need.
• Maintained accurate and detailed records of interactions, ensuring compliance with confidentiality and legal guidelines.
• Developed strong communication and active listening skills by engaging with individuals from diverse backgrounds and with various needs.