Manager Customer Service

Gwendolyn Andrew

**** **** ******** ***, *******, GA 30047 678-***-**** (

*********@*****.***

Career Goal: Case Management/ Human Services

To obtain employment in a social services/ public sector work environment

dealing with the economic support, child welfare, and social concerns of

families. To advocate for services on behalf of the developmentally

challenged, for the protection of women and children, and disadvantaged

populations

Skills

Interviewing and Court Document Client Advocacy

Interpersonal skills preparation; Networking for information

Documentation training custody and referral for community

Court Training and modifications & resources

testimony extensions Supervision of Case Manager

Eligibility and economic Wraparound Staff

support for consumers Services/ Family Proficient in Microsoft

Secured funding from Team Meetings office, Excel, Powerpoint,

community resources Case Presentation Peoplesoft, Access

Mental Health Excellent writing Child Welfare investigations

Paraprofessional skills Policy interpretation &

training structured decision making

Experience

Anka Behavioral Health Decatur, GA

Vocational Specialist August 2012 to January 2013

Established contact with mentally challenged adults to assess their

vocational needs, daily social activities and educational and skills

building training. Made referrals to Vocational Rehab, Goodwill Career

Center, Dept of Labor, and Dekalb Workforce. Completed educational and

employment assessments to determine work history and academic backgrounds

for mentally ill adults.

Risala Academy - Stone Mountain, GA

Substitute Teacher October 2011 to May 2012

Supervised and monitored elementary and middle school age children. Gave

classroom instruction in all subject areas as indicated on lesson plans

for grades from pre-k to 8th grade. Work scheduled on an on call basis.

Maintained structure and discipline in classroom.

Communicated children's progress and behavior to parents

Formulated positive relationships and interactions with children and

administrative staff

Utilized manipulative tools to enhance classroom instruction

Conversed with teaching staff to ensure consistency & continuum of subject

matter.

Georgia Dept. of Human Services - Atlanta, GA

Employment Coordinator --- May 2010 to October 2010

Matched employers and job seekers for the TANF ARRA Adult Subsidized

Employment Program.

Completed initial screenings, clearances and verifications of applicants

and employers by use of employer profiles and MOU information. Reviewed for

compliance and therefore reimbursable wages.

Reviewed applicant resumes and scanned information into access database.

Successfully matched and filtered applicants based on skills level to

appropriate employers

Coordinated hiring events with employers and scheduled interviews for

applicants.

Conducted followup problem resolution for placed applicants and referrals

for employer reimbursements.

Exceptional customer service skills and communication with disgruntled

applicants

High call volume interviewing in call center environment.

Sisters United in Human Services --- Atlanta, GA

Social Services Consultant --- August 2006 to April 2010

Navigated referred families in crisis to community resources to resolve

problems.

. Advised families on restraining orders and domestic violence issues

. Directed families to counseling, advocacy services and law enforcement

regarding incidents of sexual abuse and child abuse

. Dealt with families regarding homelessness, transitional housing and

made referrals to Taskforce for the Homeless, local Housing

authorities, United Way, local church organizations and other

resources.

. Conveyed information to families regarding kinship subsidy,

guardianship process through Probate court and the adoption and foster

care through juvenile court.

. Familiarized families in need of economic support with public

assistance service providers for financial assistance, rent

assistance, clothing, food and utility assistance

Dekalb County Dept of Family and Children Services --- Decatur, GA

Social Services Supervisor --- December 2002 to July 2006

Supervised and monitored 5 to 9 investigative case manager staff in the

Child Protective Services department for the purpose of obtaining

information to confirm or unsubstantiated allegations of sexual abuse,

physical abuse or neglect of children by a parental figure or caregiver.

. Read case manager documentation daily and gave pertinent feedback

with conclusive deadlines for case closure or transfer for

additional services and interventions.

. Met with each case manager weekly to discuss entire caseload

details and progress.

. Made recommendations based on policy, procedure and protocols

. Assigned cases on rotational basis and by response times to case

managers by Excel data base

. Constructed monthly reports for state statistical reporting

information

. Participated in the Wraparound Family Team meeting process

. Administered disciplinary conferences and communicated deficits in

performance by Peoplesoft

. Interviewed problematic clients and de- escalated hostility

. Effectively communicated with community partners to assist

families.

. Provided testimony in juvenile court and advised case managers on

direction of the cases.

Dekalb County Dept of Family and Children Services --- Decatur, GA

Social Services Case Manager --- February 1996 to December 2002

Dual position for telephone intake and child protective services

involved in taking information by interviewing general public, medical

practitioners, school personnel, law enforcement and other community

service providers.

. Extensive telephone and face to face interviewing

. Computer screenings of individual cases

. Policy trees used to assess urgency and response times assigned

. Conducted Special Investigations of foster homes, day care centers,

schools, youth detention facilities, and residential treatment

programs

. Maintained full awareness of policy changes and referred cases to

appropriate police jurisdictions

Completed neglect investigations interviewed maltreaters,

children and collateral contacts

Dekalb County Dept of Family and Children Services --- Decatur, GA

Social Services Specialist --- November 1992 to February 1996

Worked as a Foster Care Case Manager and monitored the care, behaviors and

academic performance of

children in custody.

. Maintained caseload of 60 to 70 children and contacted them either in

the foster home, hospital setting, school or juvenile court.

. Coordinated parental visits and supervised the interaction of parents

and children.

. Documented observations of parent visits and advocated for

reunification of families at judicial reviews and Citizen Panel

reviews.

. Completed and filed for custody extensions, custody modifications, and

physical retransfer of custody requests.

. Provided court testimony

. Communicated disruptive behaviors to mental health practitioners

. Set up goals and case plans in conjunction families

. Involved in establishing permanence for children either through

reunification, long term foster care,

Residential treatment programs and exploration of viable relative

placements both locally and through interstate compact

DeKalb County Dept of Family and Children Services --- Decatur, GA

Eligibility Case Worker --- August 1990 to November 1992

Interviewed applicants for 6 month recertifications to determine their

eligibility for public assistance

Benefits

. Made referrals to fraud for overissuances and overpayments

. Maintained high volume case load of 365 consumers

. Successfully completed 70 redeterminations when goal was 50.

. Conducted group and individual interviews

. Completed research and computer screenings

Education

Hofstra University, Graduated -- Bachelor of Administration -- May

1983

State of Georgia Social Services Supervisor Certification -- July

2006

State of Georgia Social Services Certification through University

of Tennessee School of Social Work ---June 1993

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