Service Delivery Continuous Improvement

CAREER PROFILE

A dynamic, transformational thought leader working at the intersection of strategic planning, senior stakeholder engagement and high-impact management to drive class-leading operational performance and sustainable growth. A notable capacity for defining and translating organizational requirements into innovative solutions and targeted programs, is underpinned by an aptitude for building, training and aligning talented leadership teams to deliver against challenging strategic objectives. Superior communication and interpersonal skills facilitate strong consultative relationships at all levels and engender a leadership environment that is conducive to engagement, target-attainment and continuous improvement.

KEY SKILLS & STRENGTHS

• Operational Planning and Leadership • Process, Procedural and Regulatory Compliance

• Strategic Planning and Execution • Organizational Health

• Staff Management and Team Development • Team Building, Coaching and Mentorship

• Performance Analysis and Optimization • Stakeholder Engagement

• Project and Initiative Management • Negotiation, Influencing and Advising

• Change Management and Operational Improvement • ABA/Mental Health Modalities

• Data-driven Decision-making and Reporting • Recruitment, Training and Mentorship

• Leadership Development • Cross-functional Collaboration and Teamworking

• Business Development and Growth

CAREER HISTORY

Regional Director – Crisis Management 2019 – Present Creating Behavioral & Educational Momentum

• Spearhead day-to-day operations, promoting a culture of quality, engagement and continuous improvement, while aligning internal processes with best-in-class standards

• Define and deliver the overarching strategy underpinning Critical Intervention Service delivery throughout the region – ensuring cohesion, consistency and best practice across multiple offices:

• Identify key organizational needs and drivers, before translating them into clear standards, goals and expectations to support and advance the strategy

• Critically review historical data and internal metrics to assess and report on performance; capitalizing on opportunities for change and improvement

• Broke new ground with the creation of an innovative leadership development framework that delivered significant revenue growth – supporting an overall revenue increase of 25% in 2020 and 35% in 2021

• Cultivate strong consultative relationships with senior stakeholders across 7 offices to evolve and improve service delivery standards – consistently overdelivering against challenging targets/goals

• Provide high-caliber leadership to a dynamic team, including performance oversight, coaching, mentorship and delegation of duties

• Facilitate the continuous development of leadership through the creation and implementation of targeted training programs that align with key internal standards and best practices

• Established a brand new office, underpinned with an innovative stakeholder engagement framework – generating 147% of revenue target

• Scope and deliver a portfolio of business-critical projects to enhance service delivery:

• Leadership Development Framework: Provided individualized professional development plans for each Director and established a process for hiring, onboarding and auditing clinical consultant performance

• Revolutionized the business model to align with contemporary standards and requirements, while incorporating hybrid and remote services

Telephone: 310-***-****

Email: ad5xr8@r.postjobfree.com

Strategic Planning Operational Leadership Performance Optimization Bobbie Scott

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• Built and headed the COVID taskforce that headed response and mitigation efforts through the development of policies and procedures that aligned with changing laws and regulations

• Delivered a 50% reduction in Employee Relations issues by creating organizational clarity

• Optimize the recruitment pipeline to source, onboard and develop top talent with the capacity to deliver the organization’s vision while meeting challenging goals

• Head targeted outreach efforts to grow the organization’s presence and influence within the community

• Apply a data-driven approach to performance tracking and reporting; serving as a trusted advisor to the Executive Team while positively steering decision-making to gain buy-in for change

• Establish, track and optimize an internal budget for consultations and BCAs

• Implement and continuously evolve operational policies and guidelines to ensure internal workflows and standards meet both contemporary market requirements and align with business needs Service Coordinator 2016 – 2019

Harbor Regional Center

• Established the requirements, standards and best practices underpinning daily operations across 4 adult residential facilities servicing individuals with intellectual and developmental disabilities

• Defined and continuously evaluated quality benchmarks to maintain standards, identify deficiencies and capitalize on opportunities for improvement; rolling out quality control mechanisms set out by DDS and Medicare

• Coordinated and personally managed a caseload of 80-100 vulnerable adults; allocating and securing resources to

maximize the chances of success

• Served as a point of escalation, expertise and ongoing mentorship for colleagues regarding case management and service delivery; maintaining impeccable standards of quality and support

• Facilitated streamlined operations through the planning and ongoing coordination of internal workflows; ensuring seamless end-to-end service delivery built around client needs and best practices Lead Service Coordinator 2015 – 2016

Alliance for Housing & Healing

• Led the development, implementation and continuous improvement of a groundbreaking supportive housing program for the chronically homeless living with HIV/AIDS:

• Sourced and secured the use of rental units to host the service, before managing the HUD contract and expectations

• Developed and delivered a structured staff training program to ensure they possessed the skills and knowledge to meet contract goals – supporting ongoing professional development

• Fostered strong community relationships to support the success of individuals and the wider program

• Established service standards/processes and authored operating procedures to define and maintain quality

• Coordinated daily program execution, identifying key priorities and delegating workflows accordingly to optimize service delivery and value

• Reported directly to the Director of Operations regarding goal achievement Program Director 2002 – 2015

Social Vocational Services

• Directed a portfolio of dedicated day/employment programs servicing 100+ clients; reviewing, evaluating and evolving service provision to align with user needs and contemporary industry best practices

• Translated complex data into targeted business insights and intelligence, enabling improved decision-making to ensure revenue targets were consistently met

• Cultivated relationships with local business owners – delivering influential supportive employment pitches to gain buy-in and secure 7 job contracts

• Recruited and engaged talented cross-functional staff and consultants (BCBA, OT, Screenprinting) to execute deliverables while maintaining organizational standards – maximizing internal recruitment budgets

• Fostered a high-performance, engaged and motivational culture to promote retention, consistency and quality EDUCATION

Master of Arts in Psychology(Emphasis on I/O) 2020 Northcentral University

Doctorate of Clinical Psychology (In-Progress)

CalSouthern University

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