Customer Service Manager

Janice Tianel Cannon, MSW

***** ****** ******, ********, ** 80602

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

Summary of Qualifications

Development and implementation of the Prevention Services and Cradle of Hope Program.

Extensive experience working with community organizations for the purpose of brokering services for consumers.

Ability to work successfully under stringent budgetary constraints.

Proven ability to assess safety standards an in working with adolescents.

Knowledge of resources both within Denver Public Schools and the community, to provide information, education, early identification of problems, intervention services and referrals to agencies.

Professional Experience

Assistant Director * New Hanover County Department of Social Service * Wilmington, NC

March1, 2016 - Present

Assistant Director of Social Services position is responsible for managing and coordinating the services of the Economic Services division. The Department of Social Services is responsible for serving a population of approximately 214,000 citizens of New Hanover County. The agency sees on average, 1,200 clients monthly and is overseen by a Board of Social Services whose members are appointed by elected County Commissioners and the N.C. Social Services Commission. The Board is responsible for establishing county policies for the programs established by N.C. General Statutes. The agency is comprised of a team of over 300 dedicated professionals of which 134 are managed in this role. Duties will include supervising staff; assigning and monitoring work; establishing and evaluating the progress of goals and objectives for various programs; devising and implementing policy changes; responding to inquiries from public officials, media, and citizens; preparing reports and presenting information to the Social Services Board and other affiliates; representing the agency on boards and committees; and planning and monitoring departmental and project budgets. Must be available to work during emergency situations including but not limited to standing up emergency shelters in times of disaster.

Prevention Manager * Denver Human Services* Denver, CO April 1, 2014- Nov. 2015

This position is responsible for building prevention programming and services for the Child Welfare Division in Denver. This includes developing partnership with community organizations and service providers. The effective development and management of the programs will include assessing the needs of the community and agency, identifying promising practices, evaluating the success of prevention programming and managing provider contracts. The goal of prevention programming is to prevent children and families from entering and re-entering the child welfare system. This position will build and manage Denver’s prevention efforts to help children remain safe in their homes and prevent the family’s entry into the system.

Develops and monitors work teams and assigns staff to efficiently and effectively accomplish the division's strategic plan, goals and objectives.

Identifies and administers quality assurance projects including the analysis and evaluation of operational and financial issues related to programs, and recommends implementation strategies, improvements or modifications to policies or procedures to further program performance.

Implements and interprets policies and procedures developed by higher level managers. Develops, recommends and coordinates the implementation of new procedures for an assigned function.

Develops and ensures the implementation of staff training and development of programs that provide opportunities for individual employee growth, continuity of work flow during employee absences, and long range development of employees.

Directs the development of performance evaluation standards for functions supervised within the guidelines set by management. Formally evaluates the work of subordinate staff.

Establishes and maintains liaison with contractors, other divisions or sections, city agencies, and external agencies, as required.

Oversees external audits and program reviews on behalf of the Department; monitors the implementation of corrective action plans; and is responsible for internal control audits and sub- recipient performance monitoring.

Develops and recommends policies related to internal controls and other compliance related operations

Develops strategies to ensure compliance to regulations and requirements with the functional area, monitors and assesses compliance, and makes recommendations for improvements.

Prepares comprehensive reports describing the progress towards goals and objectives and the overall accomplishments of the functional area.

By position, performs some or all of the elements of supervision or lead work including work planning, instruction, and review, handling grievances and disciplinary actions, hiring and dismissing employees, and evaluating employee performance

Social Caseworker Supervisor* Denver Human Services * Denver, CO 1997- 5/31/ 2014

Provided leadership, guidance, support and supervision to 5-8 Social Caseworkers ensuring department compliance with federal, state and county rules and regulations through direct and indirect management.

Utilize differential diagnosis, principles of human behavior and therapeutic client services including group therapy to stabilize and improve client's status. Actively promote the positive impact of intervention and prevention of child abuse and neglect and Adult Protection to the public.

Effectively communicate with the community during outreach activities, meetings and other community functions and collaborate with partner agencies and serve on various community boards and committees to understand needs and resources.

Perform as a liaison between the department and the Court system to develop an effective working relationship and assist clients involved in the legal system with problems to facilitate appropriate changes in behavior.

Document and keep accurate records on clients, including history of treatment to assist with program accountability and utilize data reports and outcome measurements to improve the quality and quantity of service rendered to consumers.

School Social Worker * Denver Public Schools* Denver CO 2004- 2005

Responsible for crisis intervention, provision of direct services and intervention in the areas of suicidal students, family violence, neglect and abuse, pregnant and parenting teens which resulted in provision of counseling services for students and parents, individually or in small groups.

Janice Tianel Cannon, MSW

Planned and conducted classroom meetings or small groups in the areas of: socialization, conflict resolution, anger management, problem solving, decision making, understanding and accepting self and others to ensure quality treatment interventions.

Social work diagnostic assessment skills for special education evaluations, ensuring a holistic assessment of the student. Consulted and collaborated with school staff to develop the best possible plan for students experiencing problems in school.

Provided resources for basic needs for families; refer students and families to appropriate community agencies and involve students whenever possible in school activities which catapaulted them into the mainstream of school life.

Developed and implemented school wide attendance procedures, track "missing" pupils and file habitual truancy petitions in State Juvenile Court. Counseling, case management and coordination skills to prevent dropouts, improve attendance, motivate resistant students to reenter or assist in securing a viable alternative. Promotion and provision of school wide inservice training on this topic.

Paraprofessional * Home Visitation 2000 City & County of Denver * Denver, CO 1994-1995

Provided a nurturing role model for low income, high-risk parents which encouraged alternative methods of decision-making.

Responsible for teaching parenting skills and providing education in the areas that support parent/child health and education.

Assisted families in the development of the skills necessary to build strong interfamilial relationships that are focused on mutual trust and reliability.

Worked under the specific guidelines, goals and protocols of the Home Visitation 2000 research model ensuring objectives were met on a regular basis.

Program Director * Family Star's Cradle of Hope Program * Denver, CO 1991-1993

Managed the Cradle of Hope Program including administration, coordination, and budgeting resulting in meeting the goals and objectives of the program on a regular basis.

Documented and kept accurate records on clients and provided support through the development of program activities and curriculum.

Designed programs specific to the needs of the individuals being served which improved customer service and increased customer participation.

Maintained clear and open relationships with community agencies and program participants through networking with community organizations.

Education

Trainer Informed Supervision for Sex Offenders Kemp Center 2003

Master of Social Work Child Welfare Emphasis Denver University 1999

I co-authored of a soon to be published paper entitled, "Seeking Alternative Solutions to Violence"

Bachelor of Social Work Child Welfare Emphasis Metropolitan State College 1997

Human Rehabilitative Services 30 semester hours University of Northern Colorado 1995

Interdisciplinary PhD. Student 63 semester hours Colorado State University Current

Certificate Substance Abuse Program Denver University 1991

Memberships: NASW, CSWE, NABSW

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