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Customer Service Manager

Cleveland, Ohio, United States
October 28, 2016

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Patricia A. Nixon

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

Cuyahoga Falls, OH 44223



Accomplished SSA Manager with proven talent for developing and delivering training programs, managing implementation, and providing continuous improvement in diverse environments, including education and serving special needs population and the community at large. Demonstrated track record of successfully developing and delivering enterprise-wide, business / organizational critical programs and projects while meeting strategic goals of the organization. Excels at collaborating with managers, instructors, and clients, building strong relationships and partnerships. Thrives in a challenging and rapidly changing environment. Specific expertise in:

Collaborative / Innovative Leadership

Training and Development

Mentoring / Coaching

Enterprise-Wide Learning Implementations

Operational Training

Instructional Design / Training Materials

Instructor / Teacher / Trainer / Facilitator

Budget / Financial Management

Health and Safety

Program / Project Management

Needs Assessment

Process Reengineering

Human Performance Technology

Change Management

Human Rights Advocate

Performance Management

Problem Resolution

MS Office, Gatekeeper


County of Summit Board of Developmental Disabilities, Tallmadge, OH 2007 - 2016

Connects people with disabilities to support which empowers each individual to contribute to their own success and to that of their community.

Service and Support Administration Manager 2010 - 2016

Oversaw behavior management and restrictive measures for special needs population. Supervised 13 Certified Service and Support Administrators (SSA). Managed an $8M budget.

Saved the agency more than $1M by bringing in-house restrictive measures from vendors while meeting regulations.

Incorporated the techniques and knowledge gained from the Good Life Facilitator training to all professionals at Summit DD.

Traveled to complete training as much as needed; attended trainings and other meetings through Ohio Association of County Boards and the Ohio Department of Developmental Disabilities.

Championed the creation of software through iData for a new electronic human rights committee process with all stakeholder support along with a data recording and warehouse feature.

Chaired human rights committee weekly and rights restriction reviews on a bi-weekly basis.

Authored quarterly human rights newsletter.

Provided continuous training to staff to support all the change occurring to support individuals.

Worked closely with union representatives to ensure appropriate guidelines from contracts were being followed.

Sought out providers to collaborate and maintain relations to support the person served.

Participated in the guardianship training video by Summit County Probate court.

County of Summit Board of Developmental Disabilities (continued)

Reviewed, trained, and assisted in the understanding and implementation of the rules from Ohio Revised Code while ensuring interpretation of rules was appropriate.

Assisted in the development and implementation of SSA and Medicaid Services Department policies, regulations, procedures, and protocols, including Operating Plan goals and objectives.

Provided follow-up for problematic or complex situations at the request of individuals / families, service providers, and / or SSA Coordinators, as needed.

Completed Investigative Agent (IA) training classes and chaired a work group for efficiencies, the Major Unusual Investigation (MUI), and SSA Departments to work more cohesively.

Service and Support Administrator 2007 - 2010

Assisted individuals in choosing and accessing programs and services (medical, dental, vocational, respite, residential, educational, nursing, etc.) from the County of Summit Board of Developmental Disabilities network of providers, other community agencies, and / or natural supports.

Assisted individuals in receiving effective and timely service delivery, connecting to their community, exercise their rights, express concerns to appropriate authorities, and follow due process procedures.

Assisted individuals with crisis intervention; responded to situations that threatened health and safety.

Completed individual service monitoring.

Maintained relationships with over 50 local and statewide providers to maintain health and safety for individuals served.

Worked directly with Medicaid / Medicare system and billing.

Evant Incorporated, Stow, OH 2002 - 2007

Supporting people with disabilities.

Qualified Mental Retardation Professional (QMRP) 2003 - 2007

Maintained health and welfare of disabled individuals. Supervised two managers and up to seven staff at each of the two homes.

Implemented and followed Medicaid and Ohio Licensure guidelines in running an Intermittent Care Facility for Developmental Disabilities (ICF / DD).

Managed home staff meetings, QMRP meetings, and QMRP / LPN meetings on a monthly basis.

House Manager Advisor 2002 - 2003

Maintained health and welfare of developmentally disabled adults. Supervised up to 10 direct support staff at multiple homes.

Cleveland Municipal Schools, Cleveland, OH 2001 - 2002

Special Education Teacher, SED / SLD

Responsible for 88 middle school students with dual diagnosis and developmental disabilities. Created Individualized Education Plans (IEPs), interacted with stakeholders, and met state and federal guidelines for academic success of students.


Doctorate of Philosophy; Organizational Development, eLearning, Expected 2019

University of the Rockies, Colorado Springs, CO

Master of Health Administration and Education (MHA), 2012

University of Phoenix, Phoenix, AZ



Master of Education (M.Ed.), Curriculum and Instruction, 2008

University of Phoenix, Phoenix, AZ

Bachelors of Science (BS), Education, 2001

Emphasis in Severe Emotional Disorders and Specific Learning Disabilities

Bowling Green State University, Bowling Green, OH


Trauma Informed Care Practices, Ohio Department of Developmental Disabilities, Columbus, OH, 2016

Gathering at the Grove - Person Centered Best Practices, Ohio Department of Developmental Disabilities, Newark, OH, 2015

Person Centered Planning - Coaching, Summit DD, Tallmadge, OH, 2015

Person Centered Planning, Summit DD, Tallmadge, OH, 2015

Good Life Facilitator, Ohio Association of County Boards, Youngstown, OH, 2014

Executive Leadership Development Program, Ohio Association of County Boards, Columbus, OH, 2014


State of Ohio Service and Support Certification, 2007 - 2017

State of Ohio Manager II Certification / SSA Supervisor, 2010 - 2017

Acuity Assessment Instrument (AAI) and Ohio Developmental Disabilities Profile (ODDP) Trainer, 2011


Presenter, “Restrictive Measures - Implementation of Change and Best Practices”, OACB Spring Conference, 2016

Presenter, “Customer Service”, NEO Librarian Association, 2016

Presenter, “The Good Life”, The Blick Clinic, Ardmore Inc., and other Summit County DD Providers, 2015

Speaker, “Individualized Service Plans”, Summit and Portage County ARC, 2015

Presenter, “Good Life and Person Centered Planning”, “Good Life and Restrictive Measures”, OACB Winter Conference, 2014, 2015


Presenter, “Customer Service - It’s So Hard to be So Good” (working title), Ohio Library Associations State Conference, October 10, 2016

Presenter, “Good Customer Service to Special Populations” (working title), Northeast Ohio Library Association Regional Conference, November 11, 2016


3 Core Value Awards, Summit DD, 2014 - 2015

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