LaShaundra Thomas
Bloomington
Summary
Dedicated Direct Support Professional with proven experience in empowering individuals with disabilities to achieve greater independence and community engagement. Developed and implemented personalized care plans that enhanced clients' quality of life. Strong interpersonal and conflict resolution skills facilitate positive relationships and promote client dignity.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Direct Support Professional
Zenith
Minneapolis, MN
10.2025 - Current
- Assisted individuals with daily living activities and personal care tasks.
- Developed and executed individualized support plans tailored to client needs and preferences.
- Implemented individualized behavior intervention plans for clients with developmental disorders.
- Monitored client progress and documented behavioral data accurately.
- Coached new staff on effective behavior management techniques and protocols to enhance client care.
- Observed clients during both structured and unstructured activities to identify potential areas for improvement or reinforcement.
- Supported clients in developing self-help skills such as dressing, toileting, eating independently .
Direct Support Professional
Restart
12.2023 - 10.2025
- Providing personal care and assistance to individuals with disabilities in a residential setting.
- Creating and implementing individualized support plans to promote independence and well-being.
- Building positive and trusting relationships with clients and their families.
- Collaborating with a multidisciplinary team to ensure comprehensive care and support for clients.
- Provide compassionate care for patients with a focus on promoting dignity and comfort.
- Proficient in maintaining cleanliness in patient rooms and common areas.
Customer Service Representative
DailyPay
12.2019 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Direct Support Professional
Pathways To Community
10.2016 - 12.2019
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Transported clients to medical and dental appointments to provide support.
Residential Program Coordinator
ResCare
10.2013 - 12.2019
- Coordinated with peer, clinical, and operational staff to enhance program operations and ensure effective service delivery.
- Supervised medication ordering, management, and dispensing for resident safety.
- Established clear communication channels between staff members, clients, families, and external agencies for a more unified approach to service delivery.
- Maintained life, goal, and staff action plans to continuously improve performance.
- Trained new staff in-home procedures and requirements to keep operations consistent.
- Evaluated staff performance to identify improvement areas and foster ongoing professional development.
- Conducted performance evaluations of employees, providing constructive feedback aimed at professional growth and development.
- Upheld strict confidentiality protocols regarding client information and records per HIPAA guidelines to ensure privacy protection.
- Established communication channels among staff, clients, families, and external agencies to promote a unified approach to service delivery.
Skills
- Individualized support plans
- Behavior intervention strategies
- Crisis intervention
- Medication management
- De-escalation techniques
- First aid and safety
- Patient advocacy
- Staff training
- Team leadership
- Conflict resolution
- Attention to detail
Certification
- First Aide And CPR
- Medication Administration
- PCA - Personal Care Aide
Timeline
Direct Support Professional
Zenith
10.2025 - Current
Direct Support Professional
Restart
12.2023 - 10.2025
Customer Service Representative
DailyPay
12.2019 - 12.2023
Direct Support Professional
Pathways To Community
10.2016 - 12.2019
Residential Program Coordinator
ResCare
10.2013 - 12.2019