Sign in

Customer Service and Case Management/intake

Washington, District of Columbia, United States
May 25, 2018

Contact this candidate


Keyania S. Cephas, MBA

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

Washington, DC 20019



Self starter with over a decade of experience working with low income and impoverished residents within the District of Columbia. Organized, empathetic, relatable, and genuinely seeking to serve our residents in a public service capacity.

Employment History

Eligibility and Continued Occupancy Specialist

10/2014 – 8/2017 District of Columbia Housing Authority, Washington, DC

Determine eligibility of applicants and participants for placement and continuation in the Housing Choice Voucher (HCV) and Public Housing (PH) programs.

Processing rent increase requests, certifications, recertification's, and interim re-examinations for participants.

Generate Housing Assistance Payment contracts,

Conduct group and individualized briefings for HCV and PH applicants and existing participants.

Provide excellent customer service to internal and external clients

Intake Specialist

4/2007 – 10/2014 District of Columbia Housing Authority, Washington, DC

Greet all clients seeking housing assistance; responds to inquiries regarding program information, the admissions process and application status.

Provide telephone coverage for the Eligibility and Continued Occupancy Division,

Interview assigned applicants to complete applications for public and assisted housing residency; assists applicants with entering information and explains how information will determine (1) applicant eligibility for admission or continued occupancy; (2) rent to be charged; and (3) unit size required according to standards and regulations established by the U.S. Department of Housing and Urban Development and the District of Columbia Housing Authority (DCHA).

Transcribe application data from unedited and uncoded source documents or form complex documents that are not controlled by format, reporting instructions or source; update, add, and delete fields and/or records stored on magnetic media in the computer system; sources documents related to data necessary to maintain accurate data on public and subsidized housing activities; corrects documents that contain errors or refers to the proper staff member for correction.

Compile statistics for daily admissions activities such as applications/updates and inquires.

Medical Staff Coordinator (Red Team)

01/2005 – 04/2007 Potomac Home Healthcare, Rockville, MD

Review all client information and plan of care upon receiving a new client.

Put in an unassigned schedule to ensure monitoring and tracking of staffing progress.

Schedule an appropriately skilled person to the new client and input scheduling information into the database

Review on-call information and perform the necessary actions to follow up with caregivers and clients to ensure a smooth transition between weekday, weeknight, and weekend care.

Maintains case management notes related to personal problems or situations that arise with staff in the computer.

Maintains case management notes that documents communication that relates to client care and how each situation was handled.

Participates in the supervision of staff in regard to punctuality, reliability, and performance.


6/2010 – 6/2013 Strayer University, Washington, DC

Masters Business Administration

Other Experience

NAN MCKAY HCV Specialist

NAN MCKAY Public Housing Specialist

DC Notary


HUD EIV Access

DC Leadership Academy graduate


References are available on request.

Contact this candidate