Project Customer Service Management Services Development
|Jean E. Cooper
Baltimore, MD *****
To secure a Coordinator role in the hospitality industry, human services, program coordination where excellent skills in program operations, customer service, education, and project management, targeted towards strengthening the customer services objectives and quality services may result through functional effectiveness, teamwork, and organizational strategic goal success.
High-performing knowledge, skills and abilities in human services program operations, project management and administration. A 20+ year experienced professional with competencies in the fields of planning, workforce development, community education, mental health, prevention research, exceptional education, reentry services, systems operations, and evidence-based programs that make a difference.
Abilities and Skills
Human Services Management/Administration. Program Planning/Development; Multi-million $ USDOL Project Management; Senior Project Coordination and Implementation; Workforce Development; Reentry Offender Employment Specialist; Customer Service; Client-based Intervention and Innovation; Strategic Planning; Advanced Grants Writing; Research. Reentry services. Partnership linkages and coordination; Technical Writing and Publications. Training and Staff Development. Proficient in MS Office Suite 2007, Publisher, and PowerPoint; trained in Data Analysis, Efforts to Outcomes (ETO), MD Workforce Exchange
Relevant Professional Experience
Mayor’s Office of Employment Development, Baltimore, MD
07/2007 - 06/2011 Project Coordinator
Managed Workforce Operations division special projects; enhancements for Career Center Network, and Baltimore City Reentry Center employment and training operations; and customer services delivery. Oversaw local and regional employment & training partnership projects; partnership networks; and detailed project reporting in cooperation with the Baltimore City WIA One-Stop delivery system. Established and coordinated the Reentry Center Partnership Network, and One-Stop Partnership Network. Statewide project Consortia for Green Jobs and Cyber Security. Supervised project Navigators, working with One-Stop management to promote 3 regional training programs.
09/2000 - 07/2007 System Project Coordinator
Project coordinator for $44 million Youth Opportunity project grant to Baltimore City for replication & expansion of a successful demo youth services model to other Baltimore City Empowerment Zone (EZ) target areas. Oversaw the replication implementation in partnership with diverse community organizations managing the operations of a 2nd Main and 3 Satellite one-stop youth centers. Researcher and technical writer for annual technical DOL applications, program & services guides, operational standards and guidelines; and oversight of community outreach, marketing, volunteers; and staff development & training. Conducted case management system training & monitoring, and social research for continuing program development. Staffed 2 Community Advisory Boards. Multi-dimensional interfacing with leadership, management, and youth customer base for the project. Drafted correspondence, project updates, and reports for the Project Director.
09/1999 - 09/2000 Program Manager
Developed a new comprehensive youth services One-Stop youth center model for a $2.2 million federal USDOL Demonstration Pilot Grant awarded to Baltimore City. Day-to-day program manager and staff supervisor for 25 youth practitioners. Used current social research to assess Conditions of Need, design high quality services, and innovate programs to serve youth residing in Baltimore City Empowerment Zones. Oversaw all aspects of youth center development: program upstart; youth recruitment and enrollment; staff training. Managed personnel selection, training, and fiscal budget. Created youth development programs & services: in case management, mental health, education, career development, on-site healthcare services, recreation & sports, mentoring, and community service. Researcher and technical writer. Created a promising practices services delivery model, flow processes and standards & guidelines manual for center/program operations. Developed a research-based system for effective case management and youth-focused programs. Oversaw community outreach and marketing.
Planned Parenthood of MD, Inc., Baltimore, MD
04/1998 - 07/1999 Director of External Affiliations
Served as community relations director. Led Business development and engagement for community-based reproductive health services, managed care contracting, and volunteer management. Oversaw Customer Services. Administered and project managed a $1.3 million federal Title X family planning grant. Oversaw patient services program development and monitoring, and managed Title X-funded health education and Volunteer Management departments. Served as member of agency Resource Development team. Served as DHMH appointee to Region 2 Chlamydia, and Family Planning Committees.
10/1996 - 04/1998 Deputy Director Clinical Operations
Oversaw administrative and clinical operations for 7 statewide family planning health centers locations in Annapolis, Salisbury, Frederick, Baltimore City, Towson, Owings Mills, and Waldorf. Supervised 7 center directors and state-wide patient services delivery. Managed Title X family planning grant for clinical and health education services. Coordinated affiliate standards and guidelines for women's health care, and quality assurance services. Oversaw program development and initiation of new revenue-generating services and marketing promotions. Introduced Male services, including no-scalpel vasectomy services. Special Projects coordinator for new Prenatal, Menopause, and Confidential HIV Counseling & Testing services. Managed annual health services budget, grants writing and RFP coordination.
09/1995 - 10/1996 Regional Director, Baltimore Metro-Area
Managed regional programs and patient services for Baltimore metropolitan area family planning and reproductive health centers located in Baltimore City, Towson, and Owings Mills. Supervised 3 center directors and 2 health education coordinators. Managed budget and regional personnel, patient services, staff development and training, and health education services. Initiated evening and weekend clinic hours for customer service enhancements. Implemented a new computerized medical record system. Motivated workers to achieve revenue and performance goals. Coordinated staff continuing education programs. Oversaw resource development and grants proposal writing for Title X project services and community-based health education/training efforts. Technical researcher. Writer of clinical standards manuals, proposals, and reports. Grants writer and coordinated for volunteer orientation.
04/1994 - 09/1995 Health Center Director
Managed comprehensive family planning center in Baltimore City. Supervised 25 clinical, nursing, health care support, and administrative staff. Managed a women's health care services delivery system, patient services, and fiscal budget; oversaw state Title X family planning grant for contraceptive services. Technical grants writer and program developer for operational standards and guidelines. Resource development team for Patient Services special projects and youth education services. Managed volunteer staff for the health care services. Increased Title X funding through State of Maryland RFP for family planning services.
The Johns Hopkins University, School of Public Health, Department of Mental Health
02/1992 - 04/1994 Project Facilitator/Manager
Prevention Research Center. Project facilitation and day-to-day management for a epidemiological field study within 9 high-risk Baltimore City public elementary schools. Management of the Classroom-Centered Program - an academic & behavioral program implementation; supervised teachers, resource support, and student interns; created staff development & training programs; and curricula materials. Developed program standards and procedures, and program manuals. Responsible for curriculum and classroom-based learning research, innovation, and development of in-classroom behavior and learning modalities. Procured classroom-based teaching materials and supplies for nine (9) Field Study cohorts. Conducted teacher training and facilitated Parent and community focus groups. Coordinated In-school visitations, presentations, and reporting. Wrote the Classroom-Centered Program manual.
Woodbourne, Inc. Baltimore, MD
12/1988 - 02/1992 Residential Treatment Center Administrator
Administered a 32-bed licensed Residential Treatment Center for comprehensive long and short-term diagnostic adolescent treatment and family mental health services. Developed and managed a newly constructed 12-bed, 90-day Acute Emergency Diagnostic Center that opened in 1989. Supervised 8 program managers, and oversaw 150 multi-disciplined professional and paraprofessional staff. Managed an annual $3.9 million fiscal budget for clinical, campus life, educational, and medical services programs. Led project teams for the successful 1989 full accreditation by the Joint Commission on the Accreditation of Health Care Organizations at first review, and Application for U.S. Medical Assistance, resulting in a 1989 Manager of the Year award. Senior Project Management and Leadership. Grants writing and resource development coordination. Oversaw DJS, DSS census and MSDE placement contracts.
08/1984 - 12/1988 Director of Education
Principal of a year-round Woodbourne Public Level V Residential School for the seriously emotionally disturbed (SED), a quasi-public school in partnership with the Baltimore City Public School System. Managed a fiscal school budget of $1.3 million. Managed the school Admissions, Review, and
Dismissal (ARD) process; student diagnostic assessment and evaluation; coordination of in-school adolescent treatment programs; academic curriculum and programming. Supervised academic faculty, resource teachers, adaptive therapists, administrative, and Para-professional staff assigned by the BCPSS; and Woodbourne allied support staff. Created industrial arts and employment innovations.
Baltimore City Public School System, Baltimore MD
08/1974 - 08/1984 Educator, Secondary Special Education
English Instructor and Reading Specialist for middle and secondary SED students at a quasi-public Level V special education school on the campus of a private Residential Treatment Center in Baltimore City. Admission, Review, and Dismissal Coordinator. SLD Reading Specialist (Orton-Gillingham multi-sensory learning approaches). Promoted to Educational Coordinator. As a Psycho-educational Specialist, created a successful self-contained model classroom for SED students (w/GW University).
Education and Graduate Studies
- The Johns Hopkins University Graduate Certificate, 1991 The Leadership Development Program - Management/ 3.85
- The University of Baltimore Masters Public Administration Graduate Studies, 1989
- Coppin State College Special Education Graduate Studies, 1978
- Coppin State College Bachelor of Science, 1974 Special Education, 3.28 GPA (Cum Laude)
- Effective Case Management Series (4) MD Institute for Workforce Excellence/Region II 2010
- Offender Employment Specialist (OES) National Institute of Corrections/MD-DPSCS 2008
- Substance Abuse for Human Services Providers Certification, Baltimore City Substance Abuse Systems Community Training Program, 2005
- Strategic Planning I and II MD Association for NonProfit Organizations 2004
- Advanced Grantswriting US Office of Faith and Community-based Initiatives Capacity-Building Training/Associated Black Charities 2004
- Leadership Training Institute Conferences USDOL Technical Assistance & Capacity Building for project managers 2001 - 2004
- HIV Counseling I and II AIDS Education & Training Center, The Institute of Human Virology, DHMH/Univeristy of MD1995-97
- Standard Teachers Certificate I and II MD Department of Education, 1974 - 1984
[Special Education K - 12]
- Trainer, Prevention of Institutional Abuse MD Department of Human Resources 1988
Professional References [PDF Written recommendations are also available.]
Ernest F. Dorsey, Assistant Director
Mayor’s Office of Employment Development
100 W. 24th Street, Fifth Floor
Baltimore, MD 21218
Juanita Sherman -Byrd, Director
Planned Parenthood of MD, Inc.
330 N. Howard Street
Baltimore, MD 21201
Joe Smith, Project Coordinator
Ready by 21
The Family League of Baltimore City
2305 N. Charles Street, Suite 200
Baltimore, MD 21218
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