Manager Customer Service

Haribaldev Q Foster

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

Staten Island, NY 10301

Phone 646-***-****

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

Notable accomplishments:

Increased performance rate by 23% within a four month period

Increased community participation by 45% during the same time

Developed and implemented stress reduction program that increased productivity by 25%

Consistently exceeded funding source and agency placement benchmarks by 30% on a weekly basis

I received agency certification for knowledge of program policy and procedures, as well as certification from Funding

source.

CAREER SUMMARY

Counseled individual using agency approved method to assist them in strengthen his/her ability to make life affirming

decisions. Assisted client in using the skills learned to become financially independent of the TANF system. Reeducated

clients to see the TANF system as a support not a way of life.

Showed dedication to clients and organization, as evidenced by repeated promotions throughout my professional

experience.

I have utilize a number of state and private client reporting systems to review and create records, conduct assessments, and

conferred with other professionals to evaluate and support clients in their process towards well being.

Throughout my career I have performed as part of a team to facilitate the success of my clients as well as the organizations

I have worked for.

Assisted and encouraged clients to adhere to case plans, such as setting up appointments, arranging for transportation to

appointments, completing home visits, being available at court hearing if needed and providing connection between home

agency and community resources for additional support as needed.

Met with client on a regular basis as direct by agency and funding source policy and guidelines

Performed other task as needed for the success of the Team

WORK HISTORY

May 2013 – November 2013: Full Case Manager, Wesley House Family Service, Key West, FL

Identified and assesses client and family needs in order to coordinate and ensure needed services

Completed required assessments as directed by policy

Assisted individuals articulating goals and providing needed information on available resources.

Worked with client to develop case plan to facilitate the safety and wellbeing of minor children

Provided case management services (information, plan referral and linkages) as needed and as recommended by a level

of care assessment (LOCA).

Developed and maintained records and program documentation according to contract and FCW and WHFS standards

(assessments, treatment plans, progress notes, termination summaries, etc.)

Supervised family visitation and the transportation of children as directed by the Dependency Court Judge.

Completed visitation notes and record in FSFN (Florida Safe Family Network)

Complete home visits as required by Judicial Ordered

Performed other services as needed to support team

Attended court proceeding to support client and provide information to the Court if needed.

April 2011 – March 2012: Vocational Rehabilitation Counselor, Arizona DES

Provides extensive orientation and adjustment to disability counseling to enhance consumer's knowledge and

understanding of individual disability issues and barriers

Responsible for case management and caseload compliance with State and Federal policy and procedures

Managed the client intake and assessment process to orient the client to the program and produce a comprehensive

assessment of client service needs. Observed and interpreted behavior as it impacts potential employment and well-

being

Collected and analyzed a variety of assessments, psychological, social and other information to determined eligibility

for services and support needed to develop an individual case plan for employment and or training

November 2008 – February 2011: Work exchange, Kolealea Organic farm and Center, Maui, HI.

April 2005 – October 2008: Front of House Manager, Omega Holistic Educational Institute

October 2003 – March 2005 Career Manager, SER JOBS, Miami

Assisted Customers in developing educational, career goals

Facilitated with customer the development of an employment plan

Maintained and reported applicable statistics with regards to customer service

Maintained and electronic case file which included a budget allocation for each client

Facilitated the provision of support services such as child care, training and clothing to customers as needed

Provided link to community organization to provide additional services that were not available through organization

July 2002 – October 2003 Assistant Program Manager, Transition Inc., Miami

Managed, and Supervised the Welfare Transition and Welfare to Work Program funded by South Florida Workforce

Maintained and improved the productive and effective running of the satellite office. Performance improved 23%

within a 4 month time period

Improved staff performance with regards to Funding source benchmarks and measurement

Maintained open communication with central office and funding source

Supervised a staff of 12, which included Job Developers, Case Managers, and Office Support staff

Reported to Executive and Assistant Executive director regarding performance

Created Newsletter to assist in the motivation of participant and decreased the need for sanctions.

Won the support of the community by providing information and outreach to community organization

Implemented computer-training program in corporation with Faith based community organization

Developed and implemented a program designed to minimize employee stress level

EDUCATION

Bachelor Degree in Social Work

Andrews University, Berrien Springs, MI. 1996

COMPUTER SKILLS

Excel, Word, Outlook, publisher and Internet, FSFN, ASK

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