MIA AYLEEN CRAWFORD-JOHNSON

**** ****'s Hill Avenue

Baton Rouge, LA 70810

225-***-**** cell

ad00h5@r.postjobfree.com

EDUCATION

Southern University and A&M College Graduate School Baton Rouge, Louisiana

Master of Arts: Social Sciences (History)

Graduated: July 30, 2010

Southern University and A&M College

Baton Rouge, Louisiana

Bachelor of Arts: History

Graduated: December 7, 2007

PROFILE

To obtain a position that will enable me to use my strong organizational skills, educational background, and ability to work well with a team to further my career path.

WORK EXPERIENCE

Community Outreach Specialist, 10/2021 – Currently Hurricane Ida Sheltering Program-Governor’s Office of Homeland Security and Emergency Preparedness APTIM (DR-4559-LA) – Baton Rouge, LA

Traveled to FEMA Disaster Recovery Centers (DRC) in multiple parishes to assist survivors with completing and uploading program required documentation to portal for review.

Reviews and ensures compliance with law, regulation, policy and guidance at federal, state, local and other applicable levels

Makes/receives high volume phone calls.

Provide intake support to callers to determine eligibility and guidance on appropriate recovery resources as related to the Program.

Provide direct case work with survivors to support their recovery plans.

Assists disaster survivors with processes, policies, procedures, and other Program information in a way that they can understand.

Supports disaster survivors by scheduling Program related individual appointments or group meetings to provide information on disaster assistance services, requirements and procedures.

Follows Program plans or objectives.

Traveling to various disaster areas may be required

Distributes Program outreach media, such as brochures or web sites, to communicate program offerings, procedures, or objectives to meet goals or standards of the Program.

Grant Specialist II, 02/2021 – 09/2021

Texas General Land Office – Hurricane Harvey Economic Revitalization Program, Texas Back in Business Hunt, Guillot and Associates, LLC (HGA) – Baton Rouge, LA

Direct applicant intake period and assist applicants in completing eligible applications.

Present, explain, and provide applicable, accurate, and appropriate information with respect to programs and services that could assist callers.

Assist applicants with the online submission of applications.

Actively ensure quality case files and client interactions.

Maintain applicant data for all programs; perform daily review and quality control of incoming data.

Produce and present weekly reports for client review.

Prepare a written eligibility recommendation on the received applications.

Coordinate with local agencies and non-profit groups as needed.

Meet with prospective applicants to describe the programs, review applicable required materials and provide technical assistance.

Review submitted applications for compliance with the program guidelines and policies.

Conduct income calculations and duplication of benefit reviews.

Maintain final applicant folders and applicant data.

Work with managers to develop best practices and make process improvement when needed.

Assist in the development of scripts and customer service plans

Attention to detail and experience with data tracking and monitoring.

Excellent verbal and written communication skills.

Maintain a professional demeanor, have strong analytical skills, excellent verbal/written communication and interpersonal skills, the ability to effectively interact with individuals from various cultures and backgrounds. Claims Adjudicator, 10/2020 – 02/2021

Louisiana Workforce Commission (LWC)

Hammerman & Gainer International, Inc. (HGI) – Baton Rouge, LA

Maintain a work environment free of excessive background noise in which to conduct business;

Take the necessary steps to protect company-issued equipment and maintain client confidentiality by never leaving your work devices unattended while in use

Communicate with claimants, employers, and relevant third parties;

Investigate and/or verify investigation of claim files;

Complete analysis of claim facts;

Verify supporting documents to support payment or denial of claims;

Facilitate letters and all correspondences related to the claim file;

Resolve claims within the authority extended by the LWC;

Review claim files for erroneous claim payments, available reimbursement, recovery and fraud;

Document claim file examination, investigation, and adjudication activity within LWC electronic claim management systems (CMS);

All other activities necessary in support of the examination, investigation, and adjudication of claims made to the LWC;

Email Daily Adjudication Reports by 5:00 p.m. each day, indicating the number of claims completions in the body of this email;

Immediately advise supervisor of power/internet outages, as well as, TSheets, HGI Email, MS Teams and RingCentral malfunctions;

Respond to all requests from supervisors and maintain professionalism throughout daily processes;

Maintain open channels of communication with staff/management via personal cell phone, text messages, RingCentral System, HGI email, MS Teams Group Chat, Zoom or other mediums used at the discretion of the employer; Field Debris Monitor, Hurricane Laura Debris Clean-up, 09/2020 – 10/2020 Metric Engineering – Lafayette, LA

Report to work on time at designated area and wait for an assignment

Monitor and observe all loading activities of trucks, bobcats, front-end loaders – confirm that they are loading only storm related debris which is on public rights-of-way or property

Make sure Contractors pick up all eligible debris, and that they clear branches and other debris off roadway and private driveways before moving on

Fill out Load Tickets completely and accurately

Record any damages caused by a Contractor

Remain courteous, respectful and professional at all times with residents, Contractors, Parish or City officials and fellow employees.

Ensure that only eligible storm debris is removed, loaded, and hauled;

Interface with contractors and crew in the field and report to the Field Supervisor;

Record information on each load ticket (Monitor may also be trained and expected to operate an automated handheld device to record information);

Ensure that debris loads are properly contained in the loading container;

Comply with Metric safety requirements;

Record and report any damage resulting from debris removal operations. Case Manager/Resident Advisor, COVID-19, 04/2020 - 09/2020 Franklin Associates – Baton Rouge, LA

Coordinate and provide care that is safe, timely, effective, efficient, equitable, and client-centered

Handle case assignments, draft service plans, review case progress and determine case closure

Help clients achieve wellness and autonomy

Facilitate multiple care aspects (case coordination, information sharing, etc)

Help clients make informed decisions by acting as their advocate regarding their service options

Develop effective working relations and cooperate with the inter-disciplinary team throughout the entire case management process

Arrange service schedules with social services, health and governmental agencies

Take the extra mile and interact with clients to keep track of their progress and to ensure satisfaction

Record cases information, complete accurately all necessary forms and produce statistical reports

Promote quality and cost-effective interventions and outcomes

Adhere to professional standards as outlined by protocols, rules and regulations

Conducts client intake and needs assessments

Develops comprehensive housing stability and case management plans with participating families

Works with clients to set goals and implement strategies to reach them

Meets twice a week with clients in the office

Maintains client data in the Homeless Management Information System (HMIS) and reports regularly on client progress and goal attainment

Networks with community service providers to identify programs and resources for clients Sergeant at Arms, 03/2020 - 04/2020

Louisiana State Senate, Louisiana State Capitol – Baton Rouge, LA

Be in attendance in the Senate Chamber while the Senate is in session.

Maintain order in the Senate Chamber and in the committee rooms and offices of the Senate and of its officers and employees.

During any session of the Senate, prohibit any lounging or loafing in the Senate Chamber and keep the railing clear of all persons. Persistent failure by any Assistant Sergeant at Arms to perform this duty shall be cause for dismissal by the President.

Remain on duty, or assign one or more assistants to remain on duty, in the Senate Chamber during recess of the Senate and keep unauthorized persons from the desks of the members.

Sign for messages and telegrams of absent members and be responsible for their prompt delivery.

Attend, or cause an Assistant Sergeant at Arms to attend, each committee meeting during sessions of the Legislature, and such meetings between sessions as directed by the President, for the purpose of assisting the chairman in any manner that will aid the work of the committee.

Under the direction of the President, or the Secretary if designated by the President, oversee the physical arrangement of the Senate Chamber, the committee rooms, and offices of the Senate and of its officers, and maintain security therein.

Under the direction of the President, or the Secretary if designated by the President, be responsible for the carrying out of the duties of all Assistant Sergeants at Arms.

Execute all process issued by authority of the Senate as he is directed to execute by the President.

Carry out all commands and directions of the Senate or the President. Warehouse Sorter, 02/2020 - 04/2020

Amazon DLB1 – Baton Rouge, LA

Receive incoming shipments, and compare them with provided work orders.

Ascertain that all incoming shipments are safely unloaded and moved to assigned storage areas.

Open all incoming packages, and sort them out according to their sizes, batch numbers, and types.

Make arrangements for incoming shipments to be moved to assigned storage areas, ensuring that they are properly stored.

Refer to work orders to determine the type and quantity of items to be retrieved and ensure that they are timely picked.

Move picked items to the packing area, ensuring that they are properly and securely packed and labeled with pertinent information.

Ascertain that packed and labeled items are moved to the delivery areas, and assist loaders in placing them onto awaiting vehicles.

Stack items in the delivery truck in a manner that they are secure, and ensure that fragile items are carefully handled.

Make arrangements for paperwork to be sent along with all outgoing shipments.

Maximize storage space within the warehouse area, by carefully and strategically moving items. Eligibility Specialist - Community Development Block Grant (CDBG), 11/2019 - 01/2020 Texas General Land Office Homeowner Reimbursement Program (HRP) and Homeowner Assistance Program (HAP) Tetra Tech - Community Development and Revitalization (DR-4332) – Houston, TX

Assist applicants through pre-offer and buyout process;

Direct intake period and assist applicants in completing their files for eligibility

Actively ensure quality case files and client interactions;

Maintain applicant data for all programs, daily review and quality control of incoming data;

Produce and present weekly reports for client review;

Prepare a written recommendation on the received applications;

Prepare Damage Assessment and Re-Inspection request for HRP and HAP Applicants

Review and explain Damage Assessment and Reimbursement Estimates with clients

Coordinate with local agencies and non-profit groups for information use to verify case files;

Meet with prospective applicants to describe the programs, review applicable required materials and provide technical assistance;

Review submitted applications for compliance with the program guidelines and policies;

Conduct eligibility calculations and duplication of benefit reviews;

Maintain final applicant folders and applicant data;

Evaluate issues and work with the Assistant Program Manager and develop proposed solutions;

Travel throughout the City and visit sites of proposed projects;

Other duties, as assigned.

Project Analyst-Community Development Block Grant (CDBG), 09/2019 - 11/2019 Texas General Land Office Homeowner Reimbursement Program (HRP) AC Disaster Consulting - Community Development and Revitalization (DR-4332) – Baton Rouge, LA

Directly support State Agency and play an integral part of helping citizens and communities recover from natural disasters.

Handles data collection; quality control and quality assurance measures; requests program documentation.

Maintains a complete understanding of applicable program policies, requirements, and procedures; may have some direct client interaction; and reviews all casework within the established guidelines.

Supports special projects and tasks as needed as part of the Disaster Recovery Services being provided.

Submits applicant appeals and concerns in a timely manner to ensure excellent homeowner service.

Reviews homeowner applications to ensure completion and preliminary eligibility.

Elevates concerns or issues to senior staff, as appropriate.

Provides support to other team members as necessary.

Detail-oriented with excellent interpersonal skills;

Capable of identifying, analyzing, and solving problems; and

Highly motivated with both a positive attitude and a high degree of flexibility in an environment of high pressure and short deadlines.

Excellent time management and multi-tasking skills are essential. Case Manager II-Community Development Block Grant (CDBG), 01/2018 - 08/2019 Restore Louisiana - IEM (DR-4263/DR-4277) – Baton Rouge, LA

Thoroughly conduct a review of and verify applicant/application information and documents to ensure data was precise, accurate and compliant with program guidelines;

Compare submitted documents to accuracy and correlation with applicant attestations;

Detect and identify any conflicting, deficient, or erroneous issues for correction and provide input for additional resources for required data;

Conduct a final review of content in completed applications to ensure accuracy in reporting and compliance under stated guidelines for the project;

Maintain a complete understanding of all applicable Program policies, procedures and requirements, to adequately and correctly maintain established guidelines;

Demonstrate knowledge, understanding, comprehension and application of the Excel, Word, Outlook, eGrants, SharePoint and Smartsheets programs;

Calculate income and insurance claim payments to prevent duplication of benefits Disaster Case Manager, 02/2017 - 01/2018

Catholic Charities Diocese of Baton Rouge (DR-4263/DR-4277) - Baton Rouge, LA

Perform outreach to identify vulnerable persons in need of services and referrals.

Screen applicants promptly and responsively to identify urgency of need and direct individuals to appropriate services, providing accurate and timely information and referral.

Perform intake interviews via phone and/or in person, linking survivors to resources for urgent needs.

Conduct comprehensive, individualized, strengths based, and culturally responsive assessments of each client’s disaster recovery needs and available resources.

Engage each client to cooperatively participate in the development, implementation, and ongoing review of an individualized disaster recovery plan.

Empower the disaster survivor to effectively access the resources available in accordance with the sequence of assistance for disaster recovery.

Provide, refer, or otherwise arrange for individuals and families to receive needed services and resources identified in the recovery plan through the following actions: assist in the restoration of pre disaster social service benefits for qualified individuals; verify unmet needs by obtaining records and/or contacting vendors; - network with other organizations to guide client through sequence of delivery without duplication of benefits or services

Monitor client progress toward recovery goals,

Document using standardized forms and enter relevant information into the client registry (CAN) in a timely manner.

Advocate with and for clients by activities including but not limited to: prepare for and make case presentations on behalf of client; actively participate in long term recovery groups where such exists; and provide support and advocacy with governmental and non governmental agencies and organizations when necessary.

Administrative Assistant, 08/2015 - 02/2017

Southern University – Baton Rouge, LA

Provides wide range of administrative and operations support to the Chair and Chair's office

Serves as primary point of contact and liaison to diverse internal and external constituencies.

Schedules and coordinates Chair's appointments and/or travel arrangements and coordinates and oversees daily office activities.

Graduate Student supervisor and Work-Study Student supervisor

Strong interpersonal and communication skills and the ability to work effectively with wide range of constituencies in diverse community.

Skilled in organizing resources and establishing priorities

Provide new and current student advising through walk-in times and scheduled appointments.

Assist student in understanding and adjusting to the demands and culture of higher education.

Assist student in developing realistic academic plans. Administrator Coordinator Assistant, 08/2013 - 08/2015 Southern University Bursar's Office (Westaff) – Baton Rouge, LA

Under the direction of the Bursar supervise, organize, perform the billing, collection, deposit, disbursement and record maintenance of tuition and fees and other College and student related funds; participate in the establishment of policies/procedures regarding the above activities.

Coordinate and supervise the monetary aspects of in-person registration and adjustment period at the Baton Rouge Campus.

Participate in the maintenance of accurate financial records to facilitate information flow between the Bursar's Office and the Business, Accounting, Enrollment Services and other offices throughout the College, ensure coordination of functions with related offices

Participate in the reconciliation of the Bursar's Office records with those of the Accounting Office to ensure complete agreement of billing, receipts, disbursements and outstanding receivable records. Mental and Behavioral Health Specialist, 11/2014 - 03/2015 Anchor Community Services – Baton Rouge, LA

Assists primary health care providers in recognizing and treating mental disorders and psychosocial problems.

Assesses the clinical status of patients referred by primary care providers through brief consultative contacts.

Works with the primary care team to efficiently and effectively treat and manage patients with chronic emotional or health problems.

Works with the primary care provider to refer cases to mental health specialists as appropriate.

Assists in the detection of at-risk patients and development of plans to prevent further psychological or physical deterioration.

Assists in preventing relapse or morbidity in conditions that tend to recur over time.

Evaluates patient care plans with primary care team.

Teaches patients, families and staff about care, prevention and treatment enhancement techniques. Air Technician, 04/2014 - 03/2015 (Temporary)

Total Safety - Gonzalez, LA

Performed receipt, inspection, cleaning, servicing, reassembling and testing of various SCBA (Self Contained Breathing Apparatus) and other respiratory equipment and breathing air equipment in accordance with approved testing and service procedures.

Demonstrated ability to work in a team environment and willingness to assume additional or new responsibilities readily.

Consistently demonstrated the ability to operate, maintain and repair assigned equipment meeting or exceeding service and quality targets. Ability to troubleshoot and diagnose more complex process and equipment problems and take corrective action.

Calibrated and cleaned gas detection on a routine basis and have knowledge on the instruments. Child Protection Investigator, 11/2013 - 04/2014

Louisiana Department of Children and Family Services – Plaquemine, LA

Received, screen, evaluate, and investigate referrals/complaints relative to alleged child abuse and/or neglect and alleged institutional abuse and/or neglect; to take the necessary measures to ensure the protection of children.

Immediately reviewed with supervisor all immediate and urgent cases of alleged child abuse and/or neglect and alleged institutional child abuse and/or neglect, as well as such cases reported by health care professionals and/or hospitals.

Informed individual Department staff and appropriate supervisors of any and all referrals/complaints made on a child/family currently receiving services from the Department; and as appropriate to interview said individuals.

Conducted investigations in areas where dangerous situations may be encountered. Sales Administrator, 02/2013 - 11/2013

Teledyne Odom Hydrographic - Baton Rouge, LA

Maintained promotional database by inputting invoice and bill-back data.

Updated managers by consolidating, analyzing, and forwarding daily action summaries.

Resolved order and inventory problems by investigating data and history; identifying alternate means for filling orders; notifying managers and customers.

Station Agent, 07/2012 – 10/2012

American Eagle Airlines - Baton Rouge, LA

Escort passengers to and from aircraft

Load and unload cargo

Transport cargo between terminals and aircraft

Handle freight and company material

Clean and service cabin interiors, including cockpit and lavatories

Provide guideman functions

Use X-ray equipment and other safety-related equipment

Provide de-icing services to the aircraft when needed. Customer Service Specialist, 05/2012 – 07/2012

Office Depot – Baton Rouge, LA

The primary responsibility is to provide quality customer service in a friendly, accommodating and timely manner.

Focusing on floor maintenance and merchandising.

Greeting all customers with a smile. Assists customers in a friendly, courteous manner. Effectively responds to questions and requests from customers.

Take inventory of merchandise.

Organize and prepare merchandise to be put on floor Graduate Assistant, 08/ 2010 – 05/2012

Southern University Graduate School Office of Admission and Enrollment - Baton Rouge, LA

Customer Service

Provides a welcoming and inclusive environment to all students, faculty, staff and guest

Provides friendly information and assistance to students and guest of the university

Respond to inquiries from prospective students

Use higher education administration software

Scanning in documents using LaserFiche Document Imaging

Scan prospective graduate applicants documents into the LaserFiche Imaging system to make documents retrievable for users within the university

Checks document quality and recognition of documents throughout the process

Receive and check-in newly received physical files into the file tracking system

Responsible for file inventory and file location according to pre-established guidelines

Prepare images and/or physical files for shipment to prospective students

Provide backup relief for the receptionist/front desk

Keep supervisor informed of changes in volume or problems or issues that arise

Review and sort money orders and cashier checks for admissions fees

Taking calls in the call center to forward prospective students applications and information on the graduate school Substitute Teacher, 08/2009 - 01/2010

East Baton Rouge Parish School Board System - Baton Rouge, LA

Enabled each child to pursue his/her education as smoothly and completely as possible in the absence of the regular teacher.

Preserved the regular routine and follow the lesson plans left by the regular teacher, unless otherwise instructed by the team leader or campus administrator.

Addressed the various learning styles of students.

Implemented strategies, activities and techniques for promoting quality student performance in both academic and social behavior based on student's prior knowledge and experience.

Effectively contribute to and manage an individual program plan for students with special needs.

Created and maintained a climate of respect and fairness for all students.

Demonstrated fair and ethical judgments

Applied appropriate consequences for inappropriate student behavior.

Displayed problem solving, cooperative negotiating skills and conflict resolution strategies.

Used classroom instructional time appropriately and wisely. Appeals Analyst, 10/2008 - 03/2009

Road Home of Louisiana - Community Development Block Grant (CDBG) (DR-1603/DR-1607) – Baton Rouge, LA

Maintained a complete understanding of all applicable program policies, requirements, and procedures.

Reviewed all cases within the guidelines established.

Reviewed files in Jira/eGrants to determine if all issues are resolved as required before moving file to a final Review status.

Provided required standardization of input to Jira as the historical audit trail of all actions taken on a case, along with the detailed comments on all issues of actions taken.

Printed and scanning documentation to be mailed to Homeowners for final review.

Uploaded personal documentation provided by homeowners. COMPUTER SKILLS

Microsoft Office, Access, TIPS, eGrants, Louisiana Common Access Front End (LA CAFÉ), Coordinated Assistance Network (CAN), Amazon Web Services (AWS), QuickBase, CaseWorthy, ATLAS, Homeless Management Information System (HMIS), Zendesk, SharePoint, Dynamics, PlanGrid PROFESSIONAL REFERENCES

Dr. Shawn C. Comminey, Chairman of History Department, Southern University, 225-***-****

Mrs. Agnes Smith-Andrews, Insurance Agent, Allstate Insurance Agency, 225-***-****

Mrs. Mary Jones, Former Supervisor, Hammerman and Gainer International, Inc., 225-***-****

Ms. C. Denise Marcelle, Louisiana State Representative, 225-***-****

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