Manager Customer Service

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

ELIZABETH MULLIN-POPE

***** **** ******** **, ****, OR 97707

Cell: 541-***-**** - ***********@*****.***

Community Service Specialist successful at offering community support services to adults and seniors with mental and physical disabilities.

Culturally-sensitive

Skilled community-based case manager

Cooperative

Calm under pressure

Knowledge of medical and psychiatric

terminology

Compassionate

Reliable

Medicare and Medicaid applications

Organized

Analytical thinker

Presentation software

Recruitment/staffing

Employee coaching

Change management

Training programs development

Case management

Case planning

Types 40 WPM

Strategic thinker

Effective team leader

Microsoft Office

Meticulous record keeper

Exceptional interpersonal communication

Skilled trainer

Process improvement specialist

Adherence to high customer service standards

Operations management

08/2014 to 05/2015 Principle Executive Manager, B

Department of Human Services, Self Sufficiency, State of Oregon – La Pine, OR Spearheaded and conducted community outreach efforts. Supported patients and families in coping with problems resulting from severe illness. Supervised 8 program staff members.?

Implemented ongoing staff training programs and educational sessions based on a collaborative crisis intervention model.

Spearheaded and led 1 new team and departmental projects, including Temporary Assistance to Needy Families (TANF) which implemented new policies, procedures and statewide protocols that made the clients we serve more accountable for their own cases. Offered constructive feedback and contributed ideas at weekly staff meetings. Directed client service with an emphasis on reducing dependency on public assistance and increasing client self-sufficiency.

Monitored team performance, including developing performance improvement plans and recommending achievement awards.

Worked with senior case managers to coordinate team development activities and trainings. Identified and addressed clients' barriers to self-sufficiency such as substance abuse and educational deficiencies.

Developed and implemented a variety of innovative policies and strategies to promote client self-sufficiency.

Streamlined and improved program operational processes by facilitating weekly group orientations and Re-engagements to the TANF program.

Referred residents and families to community resources to improve well-being and quality of life. Assessed clients' work readiness, made referrals and coached clients on job searches. Educated families and community members about domestic violence, including its impact on children.

07/2008 to 08/2014 Pre-Admission Screener (Social Worker) Oregon Department of Human Services, Aging and People with Disabilities, – Bend, Oregon Developed treatments and casework programs for an average of 20 -30 patients each month. Met with several patients each day for regular therapeutic interviews. Supplied crisis intervention and substance abuse services to patients in the community. Interviewed and evaluated clients, including conducting safety and risk assessments. Reduced the number of agency clients admitted to institutional care by 25% over a 2 year time period.

Referred clients to social services agencies.

Maintained regular contact with clients, including visiting clients' homes. Assessed clients for abuse and neglect and made appropriate referrals to police and/or Adult Protective Services (APS).

Helped each patient understand his or her illness and the contributing personal, social and economic factors.

Obtained and supplied information to care providers ans in- home care agencies as well as healthcare professionais to provide best possible guidance to clients. Collaborated with the Behavioral Health to serve dually-diagnosed individuals. Wrote reports and case summaries and compiled work records, including required statistics. Collaborated with Physicians, Nurses and community providers. Taught patients how to apply for insurance and prescription programs. Trained in working with patients with Dementia and high functioning Behavioral Health issues. Trained new staff members in how to support patients in transition. Referred patients to psychiatric and medical examinations, as well as to family assessment planning teams.

Coordinated patient care from pre-admission to post-discharge follow-up. Supported patients and families in coping with problems resulting from severe illness. Counseled individuals and families regarding mental health, substance abuse, physical abuse and rehabilitation issues.

Spearheaded and conducted community outreach efforts. Assessed client's homes for ADA modifications and wrote scope of work for build. Obtained Contractors and managed their performance with modifications. Singularly saved the State of Oregon thousands of dollars by reducing nursing facility admissions and by transitioning looking term residents out okc nursing facilities. 08/2006 to 07/2008 Human Services Specialist/Case Manager Oregon Department of Human Services, Aging and People with Disabilities – Bend, Oregon Interviewed and assessed clients for Medicaid services and programs. Completed applications with clients and entered cases into State database which produced benefits such as SNAP (food stamps), Oregon Health Plan (OHP) and in-home services. Visited clients regularly in their homes, Adult Foster Homes, Assisted Living Facilities, and other living environments.

Collaborated with clients, family members and community partners tho provide the best benefits to clients.

Facilitated monthly Home Care Worker orientations. Coordinated personal care services for clients and determined how much care was needed for each client.

Collaborated with Salem headquarters and wrote exceptions to care for those clients needing more care than State database system wold allow.

Trained new staff on exception writing procedures using Power PowerPoint and Microsoft Excel. Determined and implemented new assessment procedures. Followed up on initial screening by visiting clients at their homes. Designed educational materials used to inform policymakers and community stakeholders. Led presentations at community events on program successes and progress. Attended all program staff meetings, treatment reviews, and other agency meetings as necessary. Attended case conference, supervision, departmental, and outside meetings and trainings as requested.

Attended meetings, trainings,and conferences as required Developed a schedule of therapeutic activities with and for individual clients. Developed and maintained cooperative working relationships with agencies and organizations interested in public health care.

Interviewed clients individually, in families, or in groups, assessing their situations, capabilities, and problems, to determine what services are required to meet their needs. EDUCATION

ACCOMPLISHMENTS

Maintained a caseload of 120 active clients.

Maintained accurate records and reports regarding the patients' histories and progress, services provided, and other required information.

Abided by the laws of confidentiality.

Advocated for the placement of patients into community-based treatment settings. Served as a trainer for program staff.

Conducted intakes, assessments, and treatment service plans. Coordinated with community-based treatment providers. Maintained professional code of conduct.

05/1997 to 11/2006 Lead Forestry Technician

United States Forest Service – Prairie City, Oregon Responded to fire, crash and rescue calls.

Communicated road closures and other obstacles to response team. Trained with other departments to facilitate mutual aid response. Tested and maintained wilderness firefighting tools, equipment, fire ear and vehicles daily. Oriented self in relation to fire using compass and map. Planned, organized and directed Prairie City Ranger District Fire Service Administration including planning, management, training and community programs. Planned, organized and directed the District fire suppression procedures including disaster response, emergency response and urban search and rescue program. Reviewed and identified areas for organizational improvement. Prepared and recommended long-range plans for the development of the department. Directed department's response to natural disasters, environmental accidents, hazardous material spills and other catastrophic incidents.

Reviewed and approved individual division budgets, fiscal reports, proposed activities and staffing level impacting the department budget.

Responded to emergency fire alarms quickly and effectively. Operated Type 3 and 4 fire engines.

Implemented corrective and preventive measures.

Mentored and developed subordinates to create seamless, tight knit team. Promoted teamwork, communication and conflict resolution among shifts, districts and other departments and agencies.

Participated in civic and other community groups to promote public understand of fire safety. Operated crew of 20 people.

Increased recruitment of women and minorities by 50%. Managed crews and fire engines on off forest assignments. Type 4 and 5 Incident Commander.

Directed aerial resources for fire control efforts. Successfully controlled all fires and managed all firefighting resources including contract crews. Facilitated annual fire suppression trainings.

2015 Workzone Flagger Certification: Traffic Control Chemeketa Community College - Bend, OR

None: Criminal Justice

Blue Mountain Community College - John Day, OR

None: Psychology

Central Oregon Community College - Bend, Oregon

Successfully managed the Money Follows the Person ( On the Move in Oregon) program in Central Oregon moving 5% of Central Oregon's Nursing Facility population back into the community.

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