GLORIA WILLIAMS

**** ****** ****** ***** ******** Hills, PA 19030 609-***-**** ad0qvw@r.postjobfree.com

PROFESSIONAL HIGHLIGHTS

Enthusiastic, solution-driven professional leader with a demonstrated history of thriving in

the customer service arena and the non-profit sector

Highlighted Experience and Skills Include:

Nonprofit Organizations, Customer Service, Conflict Resolution, Incident Reporting

Individual Advocacy, Coaching, Case Management, Auditing, Training

Program Management, Employee Relations & Supervision, Crisis Intervention

Policy & Compliance, Organizational Skills, Project Management, NJ DDD Licensing

Evolve Software, Microsoft Office Programs, Unusual Incident Reporting

EDUCATION

Trenton Central High School, Trenton, New Jersey

High School Diploma

ADDITIONAL TRAINING

Adult/Child First Aid/CPR/AED (2016-Present)

The Boggs Center on Developmental Disabilities (2016- Present)

Crisis Prevention Institute (2022- Present)

PROFESSIONAL EXPERIENCE

THE ARC MERCER, Ewing NJ

Sr. Residential Group Home Manager, September 2022 - October 2023.

Responsible for monitoring and overseeing program compliance; ensures that services are rendered in accordance with all safety, federal and state regulations, including the New Jersey Department of Human Services Licensing Division and Division of Developmental Disabilities, and agency and corporate policies

• Interacts with various stakeholders including individuals with disabilities, their guardians/families, Support Coordination agencies, state employees/investigators, group home staff and managers, co-workers, medical professionals, and other parties as needed

• Assists with the training of staff for the implementation of behavioral plans developed by Board Certified Behavioral Analyst as well as Individual Support Plans that reflect the specific needs of the individual being served.

• Interviews, hires, trains, and manages a staff of 10+ employees while approving timecards/ vacation requests, completing performance evaluations, managing crisis situations, leading staff meetings, and delegating tasks

SERV BEHAVIORAL HEALTH SYSTEM, INC., Ewing, NJ

Residential Group Home Manager, November 2016- March 2022

Following a promotion from Direct Support Professional to Group Home Manager, I assumed responsibility for the following:

• Responsible for monitoring and overseeing program compliance; ensures that services are rendered in accordance with all safety, federal and state regulations, including the New Jersey Department of Human Services Licensing Division and Division of Developmental Disabilities, and agency and corporate policies

• Interacts with various stakeholders including individuals with disabilities, their guardians/families, Support Coordination agencies, state employees/investigators, group home staff and managers, co-workers, medical professionals, and other parties as needed

• Assists with the training of staff for the implementation of behavioral plans developed by Board Certified Behavioral Analyst as well as Individual Support Plans that reflect the specific needs of the individual being served.

• Interviews, hires, trains, and manages a staff of 10+ employees while approving timecards/ vacation requests, completing performance evaluations, managing crisis situations, leading staff meetings, and delegating tasks

• Oversees the completion of Unusual Incident Reports as well as Critical Incident Reports regarding behaviors that require a 911 call or crisis management

• Ensures all medical supportive needs are addressed including working with pharmacies for medication orders, ensuring current prescriptions are maintained, ensuring doctors’ appointments are made when necessary, making adaptive equipment available and fully functioning, and prescribed diets.

• Communicates with families on a weekly basis to facilitate visits, vacations, address concerns, and provide updates.

• Holds monthly staff meetings, as well as conferences with families and coordinate and attend other agency meetings as requested.

• Educated and trained staff with transition from contract-based reimbursement to a Fee-for-Service Medicaid billing system.

Mercer County Family Support Organization, Hamilton, NJ

Outreach Coordinator, July 2009-September 2013

Parent Advocate, August 2007-2009

Provided case management and peer-to-peer support for parents of children with disabilities and:

• Educated the parents on their rights and responsibilities

• Offered the parents peer-to-peer support and prepared them for being their own self-sufficient advocate

ADECCO STAFFING, Hamilton, NJ

Customer Representative, August 2007-July 2009

Through Adecco Staffing, worked at the Educational Testing Service (ETS). Responsibilities included distribution of test results related to the PSAT and AP tests

PRWT SERVICES, Lawrenceville, NJ

June 2003- February 2007

PRWT Services provides outsourced customer support services to a variety of industries. Services and responsibilities included payment processing, call center services, among other services.

Project Manager

Provided oversight of the Medicaid contract associated with the State’s New Jersey Family Care. Responsible for four departments related to operations.

Team Leader

Supervised staff that interacted with customers; addressed customer complaints.

Call Center Representative

Provided support to customers related to surcharges and billing for New Jersey’s Department of Motor Vehicles.

MAXIMUS CORPORATION, INC, East Windsor, NJ

Call Center Supervisor, September 1998-September 2002

Maximus Corporation partners with state, federal and local governments to provide communities with critical health and human service programs by offering implementation of programs. Assisted in offering the government the ability to implement programs (such as Medicaid and Medicare) rapidly with scalable operations and automated systems.

UNISYS CORPORATION, Blue Bell, PA

Call Center Supervisor, January 1994-April 1998

Initially served as a mail clerk,and ultimately advanced to Call Center Supervisor

References Available Upon Request

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