Customer Service Manager

Ann-Marie T. Faustin

*** ******* ****** ******: 917-***-****

Bronx, New York 10459 E-mail: **************@*****.***

Objective To find an advanced level position commiserate with my education and career experience.

Profile

Self- motivated professional ideally suited for a position with the unique skill set to provide a full range of service to children and families of all ages, from economically and culturally diverse populations.

Professional

Highly Organized

Innovative

Strong Management Skills

Enthusiastic

Strong Interpersonal Skills

Compassionate

Detail Oriented

Creative

Professional Experience

Edwin Gould Services for Children and Families, Bronx, NY 2011- 2014

Deputy Director of Foster Boarding Home/Permanency

Managed two foster care sites of fifteen staff members each. Provided departmental oversight and management of customer service for a client base of the families within the foster care program as well as create policies and procedural guidance on the service-level standards. Ensured that case planners carry out the objectives provided by the governing agencies. Established standards to case record review and evaluating staff performance through comparative analysis. Quality Management approach to monitoring the timely submission of progress reports, ensuring that documentation criteria’s are met and that the services to families are above standards by providing training for new employees, departmental, agency and government policies and procedures. Analyze, evaluate, diagnose resources according to service objectives, client progress, and make recommendations on new actions when necessary. Attended meetings with outside agency entities (city, state, federal government). Ensured timely submission of all critical documentation required for city state billing, and program compliance. Provided individual supervision in case management and professional development by examining the individuals, strengths areas of need and develop viable plans to enhance their skills. Created events for students and staff for Social Work Months and attend all internal and external training.

The New York Foundling, Bronx, NY 2008 - 2010

Program Director- Preventive Program

Primarily responsible to ensure that workers carried out department objectives, not limited to supervisors, case planning social workers, and support staff serving over 90 families with parenting and pregnant teens at risk of foster care placement in the South Bronx. Responsible for all hiring and termination decisions; complete or ensure completion of staff evaluations; provided and identified training needs for all staff. Provided oversight on the department’s budget of over eight hundred thousand dollars. Conducted Family Team Conferences and ensured implementation of services plans. Ensured compliance with the Administration for Children’s Services (ACS) and the Office of Children and Family Services (OCFS) policies, procedures and requirements. Developed and implemented services designed to educate adolescents and their families on health, pregnancy and child care issues. Established external contact with provider agencies and community based organizations and; represented agency at external events to promote services to intended population.

Program Director/Mother Child Program-Agency Operated Boarding Home (AOBH)

2008-2009

Provided ongoing safety and risk assessments and developed viable service plans with the staff, residents and their families to ensure successful discharges and to ensure child safety. Provided administrative oversight of 7 AOBHs serving 19 families; responsible for supervision of staff including the program manager, 3 social worker, 25 child care workers 2 resident managers and 2 support staff; ensured timely completion of documentation of progress notes, FASPs, permanency reports; ensured preparation and attendance on all court proceedings related to placement, domestic violence and custody matters.

Education Coordinator 2008-2010

Interviewed Interns from college MSW programs. Selected top of the class potential social workers for administration, clinical and research cases. Ensure that MSW supervisors were trained as field instructors for Interns. Ensured that all Interns were diverse in the social work arena. Educated Interns on Social Work Month and to ensure that all Interns are well rounded and placed appropriately.

The Children’s Village, Dobbs Ferry, NY 2005-2008

Social Work Supervisor

Provided clinical interventions, prepared safety assessments, implemented behavioral plans and oversaw staff, assisting male residents between the ages of 5 through 21 with a variety of significant mental health and behavioral challenging and their families to promote safety, wellbeing and permanency. Connected families to community based, mediation and advocacy services to address initial reason for placement, underlying circumstances and identified service need.

Cardinal McCloskey Services, New York, NY 1992-2005 Unit Supervisor- Preventive Program 2002-2005

Student Intern – Residential Program 2000-2002

Foster Boarding Home Certification Specialist 1998-2002

Case Manager 1992-1998

Education

MSW Fordham University School of Social Work, New York, NY 2001

BA St. John’s University, Queens, NY 1992

Specialized Trainings/License/Certification

Post Graduate/Certified Fields Instruction Supervisor (SIFI)-Fordham University, NY

Family Team Conference (FTC) Models

Certified Trainer-Group Preparation & Selection/Model Approach to Partnership in Parenting (MAPP)

Child and Adolescent Needs and Strengths-NY (CANS-NY) Certified - 2015

State of Connecticut LMSW #LMSW-000545 expires 10/31/2015

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