Customer Service Assistant

Erin Grace

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

Address: **** **** **

City: Sioux City

State: IA

Zip: 51104

Country: USA

Phone: 712-***-****

Skill Level: Management

Salary Range: 50

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Erin L. Grace

th

1318 27 St. aa Sioux City, IA 51104 aa 712-***-****

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

OBJECTIVE

To obtain a management/administrative position in the field of Human/Social

Services

EDUCATION

Bachelor of Science Degree in Psychology and Criminal Justice

Wayne State College, Wayne, NE

Masters in Public Administration, Bellevue, University, Bellevue, NE

PhD in Philosophy of Organizational Development and Leadership-

University of the Rockies-In Progress

PROFILE

aa Excellent organization and communication skills

aa Attentive to detail and able to multi-task under pressure in a fast paced

environment

aa 10 years Human Services work experience, 8 years Supervisory experience,

8 years Human Resources experience

aa Ability to work effectively with minimum supervision

aa Grant writing and fund raising experience

aa Strong computer, phone and customer service skills, database, spreadsheet,

word processing, power point, publisher, Internet and email experience

aa Active member of the Sioux City Growth Organization (GO), Junior League,

Habitat for Humanity Board, former Civil Service Commissioner for the City

of Sioux City, and second year Bryant Elementary PTA Secretary.

EMPLOYMENT

Program Director June 2011-October 2012

The Salvation Army/Siouxland Beyond Poverty Initiative Major Von Vandiver

Sioux City, IA

aa responsible for ensuring that the program is meeting its measurable outcomes for effectiveness,

that the program is being operated in compliance with Salvation Army standards and expectations,

data is being collected in a reliable manner to ensure validation of outcome measures, developing

relationships with community collaborative partners, and identifying potential operating funding

sources and working with corps staff to secure continued program funding. Supervision of Case

Manager and On-Site Child Care provider, as well as program participants. Community

Education.

Children and Family Services Supervisor October 2005-June 1, 2011

State of Nebraska Department of Health and Human Services Cindy Williams/Melanie Strathman

Dakota City, NE

aa hiring and disciplining staff, providing orientation and ongoing training to staff that enables them

to perform duties effectively, efficiently, and competently, developing, maintaining and fostering a

positive training/working environment between staff and clients and outside agencies, maintaining

accurate and up to date personnel records including annual training and monthly case staffings and

annual performance evaluations, ensuring confidentiality of employee records and conferences,

implementing company policies/procedures, maintaining open lines of communication with

outside agencies (contracted providers, the court and legal system, advocates, the public, and the

families we serve), attending and facilitating family team meetings and case conferences,

provideing consultation and support to my workers, monitoring record keeping of caseload

statistics on service provision and other functions which impact casework programs and

submitting this information to higher level management to ensure documentation and

communication requirements are met, consulting with other agency staff and supervisors on

determining the allocation of staff and other resources to ensure coordination of agency actions

and decisions and to achieve the goals and objectives of agency programs and services, conferring

with social work professionals in other agencies, court and law enforcement staff, and interested

individuals in the community to promote and develop community resources and awareness of

social welfare problems, planning and providing social/protective casework services to clients to

handle individual complex and difficult cases and to ensure the needs of the clients are met,

responding to customer concerns and complaints via phone, written correspondence and in person,

scheduling leave, coverage, and overtime, timesheets, counseling and developing corrective action

plans for underachievers, community outreach efforts, participating in local and statewide work

groups and projects, providing policy clarifications and training so that workers produce quality

work, case file reviews. (FT 40 hours/week)

In-Home Worker & HCBS Assistant May 2003-Sept 2005

In-Home/SCL/Respite Coordinator

Mid-Step Services, Inc., Sioux City, IA Nancy Mullally

aa Responsibilities included: Consumer Protection, Staffing/Training,

Programming, Supervision of staff, Monitoring of services, Billing, Paperwork,

and Maintaining open communication with case management, other agencies,

staff and consumersaaa families. (FT 40 hours/week)

aa (Also held two other positions in this company, Home and Community Based

Services Assistant from June 2003-July 2004 PT 8hrs a week in an elderly

developmentally disabled group home, and In-Home Assistant from May 2003-

October 2003 PT 20+ hours per week working with developmentally disabled

children in their homes and in the community. Can go into more detail upon

inquiry.)

Direct Support Staff Jan 2004-July 2006

Northstar Services, South Sioux City, NE Libby Smith/Tammy Aitken

aa Assisted developmentally and physically disabled individuals with daily living

skills and activities in their homes and communities. Promoted independence

and inclusion within their communities. Advocated for rights and

responsibilities. (PT 30 hours/week Jan 2004-July 2004 in the day work center,

PT 14 hours/week July 2004-July 2006 e/o weekend at the group home

residence).

Skills Training Specialist May 2002-May 2003

Employment Works, Inc., Norfolk, NE Jodi Ronspies

aa Assisted developmentally and physically disabled individuals with daily living

skills and activities in their homes and communities. Promoted independence

and inclusion within their communities. Advocated for rights and

responsibilities. (PT 20+ hours/week)

References available upon request

Contact this candidate