Customer Service Manager

Raphaela A Brown Rea

**** ******* *****

Springfield, VA 22150

Mobile: 703-***-****

Evening Phone: 703-***-****

Email: ********.***@*****.***

Experience

WALTER REED ARMY MEDICAL CENTER/US Army Garrison Walter Reed

Acting Family Advocacy Program Manager / Victim Advocacy Program Specialist

APRIL 2010 to SEPTEMBER 2011 Due to BRAC

As Program manager coordinated all projects using cost-benefit analysis, strategic planning

concepts aligning resources, such as logistics and human elements, to synchronize elements for

mission readiness.

As Education and Training Specialist, assessed the climate of the community based on results of

needs surveys and implements focus groups. Formulated and conceptualized training goals and

delivery tools cultivating professional development of the Forest Glen CDC/CYS staff in order to

promote healthy growth and development of children and youth. Developed short and long term

prevention strategies during consultations and briefings; wrote local policies, policy letters and

directives; edited MOUs and SOPs with military and community organizations and agencies.

Collected, maintained and analyzed data for planning and reporting purposes in accordance with

governing program guidance through comprehensive assessments. Researched and evaluated

programs based on regulatory guidance of primary and secondary family violence prevention

education and providing comprehensive support services to victims of family violence and all

matters relating to the prevention of spouse and child abuse, such as financial counseling.

Independently developed and presented proposed solutions and program models, taking into

account impact on overall Army family support program objectives anticipated.

Oversaw the Sexual Assault Prevention and Response Program implementation, the training of

Unit Victim Advocates and the case management process at the Sexual Assault Review Board.

Based on evaluated provider competence, conceived and conducted refresher trainings for all

Unit Victim Advocates, military and civilian providers.

As expert in Risk Reduction, identified, tracked and analyzed high-risk behavior for the

installation preparing local analysis and briefing material. Served as a non-clinical consultant on a

wide variety of work and family life issues and concerns. Assessed needs and provides work/life

education services to leadership. Expanded existing short and long term prevention strategies and

recommended actions during consultations and briefings; developed local policies, procedures

and directives

Responsible for linking a variety of military and civilian support services with Soldiers, DA

civilians and family members who receive services from the Soldier and Family Assistance Center,

SFAC. Negotiated assistance by obtaining outreach referrals and by fostering agency synergy for

Army Community Service outreach efforts, such as awareness campaigns, volunteer awards, by

orchestrating activities monitoring composition of the target population in implementing outreach

initiatives.

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Marketed, planned and disseminated information/promotional campaigns on projects and special

programs. Researched and compiled fact sheets and information papers. Collected and analyzed

comprehensive reports on service delivery. Developed written materials (DV pamphlets, news

articles such as for the STRIPE or the Pentagram, and speeches, such as for the NRMC

Commander).

Supported the Warrior Transition Brigade Cadre, the Wounded Warriors and their Families as

well as the Medical Center Brigade with advocacy and training; negotiated strategies to ensure

service delivery is effective and quality control standards are met. Planned, designed, and

monitored programs to meet the social/cultural needs of disabled Soldiers, their Families in

reference to Family Advocacy standards and EFMP requirements.

Supported the clinical Family Advocacy branch as voting member of the Case Review

Committee and as non-clinical liaison to case management

Executed Family Readiness Program support via Deployment and Reunification Trainings as

well as Family Readiness Group (FRG) coordination.

Planned and organized the Exceptional Family Member Program (EFMP) through the Special

Needs Accommodation Process (SNAP) meetings; quarterly EFMP Committee calls and EFMP

client placement and support.

Developed training and instruction materials for Army Community Service and Family Advocacy

for Command, Troops, and Garrison personnel. Administered principles and techniques of

performance problem analysis and instructional systems design to identify performance problems

Provided leadership to the Fatality Review Board and Exceptional Family Member Program.

Guided activities for Domestic Violence Awareness Month and Child Abuse Awareness Month

campaigns with military as well as community stakeholders. As expert in Risk Reduction,

identified, tracked and analyzed high-risk behavior for the installation preparing local analysis and

briefing material.

Award: Department of the Army Achievement Medal for Civilian Service

SUNDAY PRE-SCHOOL COORDINATOR SEP 2008 to AUG 2010

Springfield VA US, Word of Life International Church

Coordinated Sunday Pre-School activities as related to curriculum, staffing, logistics, and

associated administrative duties. Recruited, educated and supervised 12 to 15 volunteers during

teaching assignments. Built rapport with parents and developed individualized strategies for child

development. Performed self-inspection and presented detailed and comprehensive report with

any corrective action taken to supervisor Developed, modified and interpreted performance

standards. Tracked and analyzed expenditures and recommended accounting of all funds and

assets. (Supervisor's Name: Pastor Ben Emmons, Tel. 407-***-****)

US ARMY CONTRACTED BY SERCO OCT 2009 to APRIL 2010

HRC Customer Service Representative

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Fielded calls and inquiries from Soldiers, Reservists, Veterans, Retirees and Family Members in

all Human Resource related subject matters. Provided solutions, resources and support to all US

Army related customers including those deployed. Assessed needs and provides work/life

education services. Provided consultation services, education referrals, and follow-up in situations

where clients needed support in distinguishing needs or wants or convincing them to accept that

problem exists. Assisted clients identify issues and guided them to a realistic appraisal and

acceptance of their capabilities and monitored customer service and client satisfaction. Served as

a non-clinical consultant with Deployment Readiness, Relocation Services, Crisis Response,

Career Resource Development, Spouse Employment Assistance Program, and Personal

Financial Management.

US ARMY FT MYER/PENTAGON, contracted via Zeiders/Serco 11/2004 to 10/2008

Sexual Assault Response Coordinator/Victim Advocate Coordinator

As Sexual Assault Response Coordinator and Victim Advocate Program Coordinator oversaw Unit

Victim Advocate Program and coordinated response and program implementation according to

Family Advocacy accreditation requirements. Contributed to communication and implementation

of Family Advocacy Program's strategic plan by integrating mission, vision and Army

Values/Soldier's Creed into trainings and program services. Responsible for accurate status and

statistical reports as well as record keeping to procure program progress information for the

Department of the Army and the Department of Defense (SADMS file locker, CTS, and ISRs)

Received referrals and coordinated appropriate response both via Unit Victim Advocates as well

as clinical case management. Contributed and participated in community agency meetings, such

as the Fairfax County Domestic Violence and Sexual Assault bi-monthly coordinating council

interfaces resources with military installation agencies and staff. Assisted Program Manager in

refining program services by conceptualizing assessments and evaluations that capture program

implementation and training response. Coordinated Stalking Awareness Trainings for the entire

Fort Myer Military Community footprint and invited directors of the National Center for Victims of

Crime/Stalking Resource Center to present. Applicant gained 4 years of professional experience

in crisis prevention and intervention, community liaison building, interaction with legal, medical,

and senior leaders. Wrote the policy letters for the new regulations, such as AR 600-20 Chapter 8

and AR 608-18 in reference to reporting options. Successfully conceptualized Memoranda of

Agreement and Understanding (MOAs and MOUs) with various stakeholders in key positions

providing services to victims of sexual assault, such as INOVA Fairfax, Bethesda, and DeWitt for

the benefit of Soldiers and Family Members assigned to Fort Myer and Fort Belvoir, integrating

defined program services with other military and civilian agencies. Furthermore has created

curricula that have been utilized in training Unit Victim Advocates, UVAs for collateral duty and has

chaired and conducted training committees that provided oversight to the trained UVAs.

Analyzed the Army Community Service Programs and was instrumental in implementing

organization's strategic plan, mission, vision and values as well as strategies, goals, objectives,

work plans, work products and services.

Coordinated the Sexual Assault Prevention and Response Program and in compliance with

Department of Defense (DoD) requirements; administered, developed and managed the

command's support programs and activities for sexual assault and other areas of interpersonal

violence and victim needs. Ensured the development and command-wide implementation of

prevention programs relating to sexual assault.

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Equipped Soldiers and servicemembers for all processing procedures, such as pre- and post

deployment.

Familiar with the dynamics of substance abuse, trained Unit Prevention Leaders for the Army

Substance Abuse Prevention Program.

Screened victims of spouse abuse and sexual assault, evaluated needs, and provided them with

information about domestic violence and sexual assault, safe and confidential ways to seek

assistance. Maintained statistical and narrative reports and provided direct services to identified

families experiencing domestic abuse utilizing an early identification model designed to stop the

abuse. Promoted healthy family interactions conducive to reducing incidences of initial and

recurrent family maltreatment among military families. Facilitated Family Advocacy education

classes. Served as liaison for victims and their families and co-facilitated support groups for

victims; procured referrals, and followed up on necessary intervention in addition to developing in-

depth lesson plans, charts, and audio visual aids for educating and training.

(Contact Supervisor: Yes, Supervisor's Name: Darryl Thomas, Supervisor's Phone: (703)696-

6611)

CHILD AND FAMILY SERVICES, HONOLULU, HI 9/2003 - 10/2004

Family Assessment Specialist

Within the scope of Early Identification, Healthy Start, Family Assessment Specialist, FAS,

assessed needs and initiated services prenatally or at birth via voluntary screenings,

assessments, case-specific referrals, and provision of prolific resources. Assessment scoring was

based on standardized tools and evaluated via risk factors by FAS. FAS operated within the

scopes of team and individual procedures to strategize, analyze, and promulgate program

proficiency. Concurrently, FAS was tasked to manage all required documentation, administrative

tasks, and case review. (Contact Supervisor: Yes, Supervisor's Name: Michelle Pietsch,

Supervisor's Phone: *********@*******.***)

US ARMY 11/2002 - 9/2003 Schofield Barracks, Oahu, Hawaii US

Volunteer Victim Advocate

Assigned to screen and follow up with victims of domestic abuse providing them with information

and references pertinent to their case and to coordinate with case managers an appropriate plan

of assistance and/or intervention.

INTERNATION BANKING

Hypo Vereinsbank 07/1986 - 04/1992 Munich, Germany

Executive Assistant

Provided the full range of administrative services to the Vice President of one of Europe's largest

banking institutions; in charge of managing appointments; arranged conferences, high level board

meetings; maintained records; disseminated instructions and coordinated with large international

staff; reviewed and edited all documents; ordered supplies and managed tasks and deadlines.

Served as authoritative expert on matters concerning administrative procedures and coordination

of world-wide travel itineraries. Oversaw administrative and security staff; studied workflow to

prepare reports procuring improvements in processes and working conditions. Identified and

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analyzed issues, developing recommendations to further effectiveness and efficiency in the

organization of work operations.

EDUCATION Master of Education, Regent University 12/2006

Virginia Beach, VA US

Major: Adult Education

GPA: 3.85 out of 4.0

Bachelor of Arts and Science, University Of Alabama

Tuscaloosa, AL US

Bachelor's Degree - 12/2001

Major: Human Services

Minor: Social Sciences

GPA: 3.85 out of 4,0

Bachelor of Science, Lutheran Fachsch. Socialpaedagogik

Freiburg, Germany Germany

Bachelor's Degree - 7/1982

Major: Socialpedagogy, Early Childhood Education

Rupprecht Gymnasium

Munich, Bavaria Germany

High School or equivalent - 7/1978

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LANGUAGES French, German, English

PROFESSIONAL April is Child Abuse Awareness Month, 04/2011

PUBLICATIONS October is Domestic Violence Awareness Month, 09/2010

Case Scenario of Sexual Assault, published in LifeYou, April 2006

The New Department of Defense Policy on Sexual Assault, published

in the Pentagram April 2006

Domestic Violence is a Public Health Issue, published

October/November, 2005, LifeYou, Distributed all over NCR military

facilities;

The Effect of Domestic Violence on Children, published April 2005 in

the Pentagram, distributed at the Pentagon and the Fort Myer

Military Community

REFERENCES Angela Byrd US Army G1 SHARP

Phone Number: 321-***-****

Email Address: ******.*****@*****.****.***

Reference Type: Professional

Ms. Mitchia Tull-Cook US Army, Walter Reed Director Army

Community Service

Phone Number: 202-***-****

Email Address: *******.*.********@**.****.***

Reference Type: Professional

Emily Resnik Former: US Army, Former Sexual Assault

Walter Reed Response Coordinator,

SARC

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