United States Support Services

Luz M Robertson

*** ***** *** ****** ***** Number: 915-***-****

Eagle Lake TX 77434 Email: ***************@*****.***

CANDIDATE INFORMAITON

Country of Citizenship: United States of America

Veteran’s Preference: Spouse of a Military Veteran

SUMMARY OF QUALIFICATIONS

Solutions-focused professional with extensive volunteer and practicum experience facilitating social support services for individuals needing support or assistance with diverse social, educational, medical, and health needs. The population of people who suffer from either mental disorders or substance abuse includes children, teenagers, and adults. Highly skilled at making sound decisions and experienced in planning, coordinating, executing, and overseeing the administrative requirements to support diverse operations; able to interpret and develop instructions and procedures, and ensure the proper execution of administrative policy and regulatory material issued by higher authority. This includes making sure the guidelines of ORR (Office of Refuge and Resettlement) are being complied with when assisting unaccompanied children who have recently been apprehended by ICE (Immigration and Customs Enforcement). They are experienced in serving as a technical authority on processing and handling diverse cases, providing advice, guidance, and assistance to administrative staff, medical personnel, individuals, their families, and others on procedures, objectives, options, and results of programs.

Utilize fact-finding and analysis to maintain expertise in benefits and community resources available to meet the needs of individuals in the local and surrounding area. Working for ORR from getting a case (the Reunification of Unaccompanied Children to their Sponsor in the United States) which is best employed by using all community resources Possess a proven track record of maintaining statistical data to monitor program performance metrics including the tracking of program statistics, significant actions, and trends on the demand and adequacy of service; solid skills in researching and resolving complex questions related to social service support services.

Possess well-developed interpersonal skills, excellent communication abilities in both English & Spanish, active listening skills, and strong problem-resolution and organizational abilities, with the ability to establish rapport with clients, family members, higher echelon managers, and professionals at all levels. A leader with the proven ability to train and build subordinate proficiency; known for promoting a team concept in performance-driven environments, encouraging and facilitating cooperation and trust, fostering commitment and team spirit, and leading others to achieve goals. Team player as well as possessing the knowledge to be a leader with not only co-workers but as well as other scenarios necessary.

Demonstrated ability to excel in a fast-paced work environment with fluctuating priorities and workloads; thorough and attentive to detail with ability to adjust to and control workload variables and meet deadlines. Strong proficiency in operating a wide variety of modern automated systems, peripheral equipment, copiers, electric typewriters (60 wpm), facsimile machines, specialty software, and programs (Microsoft Office: Word, Excel, & PowerPoint) for the composition and processing of a full range of written communications including reports, briefs, operational plans, and informational summaries in English as well as Spanish.

WORK EXPERIENCE

Endeavors

05/2023-05/2024

ORR Reunification Case Manager

Hours per Week: 40

Salary: $ 30 Present Salary: $ 31.50

Lead Case Manager: Noel Mendez-Zamundio

SCOPE OF ACCOUNTABILITY: Maintain a caseload by agency policies and procedures and licensing standards. Conduct initial intake of UAC to gather sponsorship/family information. Maintain weekly communication/interviews of family members or friends to help establish relationships as required by ORR for a safe reunification. Engage and involve UAC and their sponsors in the casework process. Provide weekly face-to-face sessions with UAC by providing case updates or family/friend communication via phone Monitors child’s services, ensures all required services are delivered, sets initial appointments, and communicates appointments with appropriate staff as well as sponsors and family in home country Ensure proper completion of assessments and deadlines as required per Internal and ORR Policy and Procedures Coordinate referrals, service planning, and client documentation of services provided (case notes, admission assessments, incident reports, progress notes, etc.).

SCOPE OF ACCOUNTABILITY: Maintain a caseload by agency policies and procedures and licensing standards. Conduct initial intake of UAC to gather sponsorship/family information. Maintain weekly communication/interviews of family members or friends to help establish relationships as required by ORR for safe reunification. Engage and involve UAC and their sponsors in the casework process. Provide weekly face-to-face sessions with UAC by providing case updates or family/friend communication via phone Monitors child’s services, ensures all required services are delivered, sets initial appointments, and communicates appointments with appropriate staff as well as sponsors and family in home country Ensure proper completion of assessments and deadlines as required per Internal and ORR Policy and Procedures Coordinate referrals, service planning, and client documentation of services provided (case notes, admission assessments, incident reports, progress notes, etc.).

CLIENT EDUCATION: Provide unaccompanied minors with knowledge of their rights in the United States (KYR), give them resources to improve their lives in the U.S., and give their sponsors the knowledge of how to be reunified with the minor as well as where to reach out for assistance in their community. Provide health education that will benefit not only the sponsor, the families, and the minor who is being reunified. The knowledge to both the minor and the sponsor about the guidelines of the program when it comes to education, home care, and accountability of the minor to successfully incorporate into the community.

ADMINISTRATIVE MANAGEMENT: Manage and prepare reports, correspondence, and detailed documentation for all activities; inspect to ensure they are complete, accurate, correctly stated, and could stand on their own merits in further investigations or legal proceedings. Maintain all client functional files and private and sensitive information consistent with record handling and retention requirements.

INTERAGENCY/PUBLIC RELATIONS: Refer the client to other state agencies or community resources when appropriate. Serve as an agency liaison between the agency, the clients, the client’s families, the community, and other social service agencies to determine the services that best suit client needs.

Continuity Global Solutions (ORR) 14901 Bogle Dr. Ste 205 Chantilly, VA, 20151-1736 U.S.

06/2022-06/2022

ORR Reunification Lead Case Manager

Hours per Week: 40+

Salary: $ Salary

SCOPE OF ACCOUNTABILITY: Maintain a caseload by agency policies and procedures and licensing standards. Conduct initial intake of UAC to gather sponsorship/family information. Maintain weekly communication/interviews of family members or friends to help establish relationships as required by ORR for safe reunification. Engage and involve UAC and their sponsors in the casework process. Provide weekly face-to-face sessions with UAC by providing case updates or family/friend communication via phone Monitors child’s services, ensures all required services are delivered, sets initial appointments, and communicates appointments with appropriate staff as well as sponsors and family in home country Ensure proper completion of assessments and deadlines as required per Internal and ORR Policy and Procedures Coordinate referrals, service planning, and client documentation of services provided (case notes, admission assessments, incident reports, progress notes, etc.).

CLIENT EDUCATION: Provide unaccompanied minors with knowledge of their rights in the United States (KYR), give them resources to improve their lives in the U.S., and give their sponsors the knowledge of how to be reunified with the minor as well as where to reach out for assistance in their community. Provide health education that will benefit not only the sponsor, the families, and the minor who is being reunified. The knowledge to both the minor and the sponsor about the guidelines of the program when it comes to education, home care, and accountability of the minor to successfully incorporate into the community.

ADMINISTRATIVE MANAGEMENT: Manage and prepare reports, correspondence, and detailed documentation for all activities; inspect to ensure they are complete, accurate, correctly stated, and could stand on their own merits in further investigations or legal proceedings. Maintain all client functional files and private and sensitive information consistent with record handling and retention requirements.

INTERAGENCY/PUBLIC RELATIONS: Refer the client to other state agencies or community resources when appropriate. Serve as an agency liaison between the agency, the clients, the client’s families, the community, and other social service agencies to determine the services that best suit client needs.

MANAGEMENT DUTIES:

The Lead Case Manager will have general oversight and coordination of other case management

The Lead Case Manager ensures staff are completing intake, coordinating assessment, individualized housing plan, and making appropriate community referrals for additional services

The Lead Case Manager ensures staff maintains appropriate contact with the client, that quality services are provided, and that the individualized housing plan is completed timely

Oversee all services and operational activities

Provide comprehensive case management that includes, but is not limited to screening and assessing clients; creating, implementing, and monitoring individual service plans; crisis intervention; connecting clients to health, mental health, employment, housing, and other community resources

Foster a professional and welcoming environment in all interactions with clients, guests, vendors, and colleagues, regardless of differing identities, backgrounds, beliefs, and choices

Manage and evaluate the performance of assigned staff

Develop and maintain professional and supportive relationships with staff and subordinates

Provide information regarding services and transportation as needed to people seeking services

Work in tandem with case managers to assist clients in reaching their case plan goals

BCFS (Baptist Child and Family Services) 4346 NW Loop 410 San Antonio, TX 78230 U.S.

05/2021-05/2022

ORR PRS (Post Release Services) Lead Case Manager

Hours per Week: 40+

Salary: $ Salary

SCOPE OF ACCOUNTABILITY: Make sure the sponsor who has just reunified with an unaccompanied child follows ORR guidelines and rules (Office of Refugee and Resettlement). This program stipulated that the minor must attend school until graduation or until he/she turns 18. Assisting in the creation of the program management plan with TPG Leadership. Developing standard operating procedures for service delivery. Ensuring compliant and accurate reporting to local, state, and federal agencies, as required. Supervising a team of specialists, ensuring all work is on time, compliant, and meets TPG and ORR standards. Providing administrative support to TPG’s management team. Acting as Liaison to assigned ORR Project Officer.

CLIENT EDUCATION: Provide health education to client and family members regarding care instructions, appropriate medication use, administration, health risks, and guidelines towards developing good outcomes; assess client’s actual or potential response to problems and implement appropriate interventions.

ADMINISTRATIVE MANAGEMENT: Manage and prepare reports, correspondence, and detailed documentation for all activities; inspect to ensure they are complete, accurate, correctly stated, and could stand on their own merits in further investigations or legal proceedings. Maintain all client functional files and private and sensitive information consistent with record handling and retention requirements.

INTERAGENCY/PUBLIC RELATIONS: Refer the client to other state agencies or community resources when appropriate. Serve as an agency liaison between the agency, the clients, the client’s families, the community, and other social service agencies to determine the services that best suit client needs.

MANAGEMENT DUTIES:

The Lead Case Manager will have general oversight and coordination of other case management

The Lead Case Manager ensures staff are completing intake, coordinating assessment, individualized housing plan, and making appropriate community referrals for additional services

The Lead Case Manager ensures staff maintains appropriate contact with the client, that quality services are provided, and that the individualized housing plan is completed timely

Oversee all services and operational activities

Provide comprehensive case management that includes, but is not limited to screening and assessing clients; creating, implementing, and monitoring individual service plans; crisis intervention; connecting clients to health, mental health, employment, housing, and other community resources

Foster a professional and welcoming environment in all interactions with clients, guests, vendors, and colleagues, regardless of differing identities, backgrounds, beliefs, and choices

Manage and evaluate the performance of assigned staff

Develop and maintain professional and supportive relationships with staff and subordinates

Provide information regarding services and transportation as needed to people seeking services

Work in tandem with case managers to assist clients in reaching their case plan goals

Continually monitor and evaluate each client’s progression through their case management plan, and develop corrective action revisions to the plan as needed

Loyal Source Government Services 12612 Challenger Pkwy #365, Orlando, FL 32826 U.S.

05/2020-04/2021

ORR Reunification Lead Case Manager

Hours per Week: 40+

Salary: $ Salary

SCOPE OF ACCOUNTABILITY: Maintain a caseload by agency policies and procedures and licensing standards. Conduct initial intake of UAC to gather sponsorship/family information. Maintain weekly communication/interviews of family members or friends to help establish relationships as required by ORR for safe reunification. Engage and involve UAC and their sponsors in the casework process. Provide weekly face-to-face sessions with UAC by providing case updates or family/friend communication via phone Monitors child’s services, ensures all required services are delivered, sets initial appointments, and communicates appointments with appropriate staff as well as sponsors and family in home country Ensure proper completion of assessments and deadlines as required per Internal and ORR Policy and Procedures Coordinate referrals, service planning, and client documentation of services provided (case notes, admission assessments, incident reports, progress notes, etc.).

CLIENT EDUCATION: Provide unaccompanied minors with knowledge of their rights in the United States (KYR), give them resources to improve their lives in the U.S., and give their sponsors the knowledge of how to be reunified with the minor as well as where to reach out for assistance in their community. Provide health education that will benefit not only the sponsor, the families, and the minor who is being reunified. The knowledge to both the minor and the sponsor about the guidelines of the program when it comes to education, home care, and accountability of the minor to successfully incorporate into the community.

ADMINISTRATIVE MANAGEMENT: Manage and prepare reports, correspondence, and detailed documentation for all activities; inspect to ensure they are complete, accurate, correctly stated, and could stand on their own merits in further investigations or legal proceedings. Maintain all client functional files and private and sensitive information consistent with record handling and retention requirements.

INTERAGENCY/PUBLIC RELATIONS: Refer the client to other state agencies or community resources when appropriate. Serve as an agency liaison between the agency, the clients, the client’s families, the community, and other social service agencies to determine the services that best suit client needs.

OnProcess Technology 200 Homer Ave Ashland MA 01721 U.S.

10/2018-06/2021

Lead Spanish Certified Customer Service (LSR IV)

Hours per Week: 40

Salary: $ 23.88

SCOPE OF ACCOUNTABILITY: Perform/handle outbound or inbound customer communications via phone or email. Advise customers on behalf of OnProcess Technology’s clients Interact with customers via various methods of communication Follow the detailed instructions as outlined in Company documents Update Program Database accurately Appropriately handle challenging and unique customer situations by OnProcess Technology policies Identify and escalate data or program-specific issues to appropriate level of management Meet or exceed OnProcess Technology’s key performance standards and quality objectives Work as an integral part of the Delivery Services team; contributing to the department’s ability to consistently meet and exceed Contact Center performance goals May be responsible for multiple programs and working cross-functionally through program Participate in the OnProcess Virtual Office program - a requirement for remote positions.

National Smart Healthcare Services 2420 Fannin St Houston TX 77002 U.S.

06/2017-02/2018

Lead Case Manager

Hours per Week: 40+

Salary: $ 30.00

SCOPE OF ACCOUNTABILITY: Served as a Case Manager providing crisis and counseling services for children and adolescents (three to 17 years of age) experiencing emotional distress, schizophrenia, severe mental health crises, and/or Post Traumatic Stress Disorder (PTSD) and provided immediate, face-to-face counseling and crisis intervention.

CLIENT ASSESSMENTS: Conducted psychiatric interviews to collect and record psychological, social, and physical data to assist in screening for mental illness, developmental disabilities, and/or drug or alcohol dependency for a caseload of 120 cases. Provided The Child and Adolescent Needs and Strengths (CANS) assessments recommended individual level of care required and referred to other appropriate agencies within the community as needed.

TREATMENT PLANS: Managed all intakes, assessments, reassessments, related documenting information, and the development and creation of recovery/resiliency plans, crisis management plans, and an advance directive when needed. Provided or linked individuals to services that best-suited client needs, which included therapy, brief intervention, crisis counseling, and support, and referral for short and long-term treatment, higher and different levels of care, and/or referral to the El Paso Behavioral System.

FAMILY EDUCATION: Work side by side with clients and their families to ensure trust and facilitate intervention techniques; provided counseling, instruction on hygiene, social development, appropriate life-skills training, medication administration, age-appropriate living strategies, side effects, symptomology of diagnosis, and management of mental health symptoms (symptom management).

PROGRAM MANAGEMENT: Concurrently provided person-centered intensive case management services to adolescents who have been charged with felony-level offenses and/or diagnosed with severe and persistent mental health disorders and were currently on the specialized Mental Health Initiative probation caseload in El Paso, Texas.

HOME VISITS: Met with individuals in their homes, community, probation, and at the clinics to provide psychosocial rehabilitative services; provided advocacy, service coordination, mental health assessment and evaluation, collaborative person-centered recovery planning and treatment, and oversee appropriate electronic documentation by organizational and state guidelines.

OFFENDER TREATMENT PLANS: Managed the preparation of treatment plans for each offender and enforced all conditions as ordered by the Court; ensured compliance with their court-ordered terms and release conditions. Reviewed client files, interviewed offenders, and documented any pertinent information that could affect compliance with court-ordered terms. Managed all steps for services, continuity of treatment, training, and recommendations for release to the courts; attended competency court hearings and communicated discharge planning options to the judge to facilitate the client’s transition into the community.

COUNSELING/TRAINING MANAGEMENT: Managed the facilitation and administration of comprehensive individual and group training workshops for youths (11 to 17 years of age) to assist with depression, anger management, low-stress tolerance, and mental, and other dysfunctional behaviors.

INTERAGENCY/PUBLIC RELATIONS: Worked closely with probation officers, school officials, counselors, and social workers with an emphasis on improving the quality, accountability, and efficiency of the program. Served as an agency representative overseeing all appropriate assistance to adolescents and their families in need of diverse services.

LIFE SKILLS TRAINING: Provided clients comprehensive rehabilitative, life, and social skills training, and referred to other agencies for treatment; served as group facilitator for problem-based learning activities to assist clients in developing and maintaining responsible functional lifestyles.

ADMINISTRATIVE MANAGEMENT: Provided management and implementation of all treatment plans for clients and related documentation; managed the proper retention of all required documents and filed all sensitive information consistent with HIPPA record handling and retention requirements. Ensured all required documentation was completed in compliance with performance contracts; Medicaid, Medicare, and/or Third-Party payer regulations.

REGULATORY COMPLIANCE: Managed and prepared reports, correspondence, and detailed documentation for all case management activities; inspected to ensure they were complete, accurate, correctly stated, and could stand on their own merits in further investigations or legal proceedings. Managed the accurate documentation of efforts in securing habilitation and support services, social information, and the protection of rights for the clients. Oversaw and managed compliance with all accreditation and regulatory aspects Centers for Medicare & Medicaid Services (CMS) and The Texas Department of Aged and Disabled (DADS), for the delivery of medical care services. Provided advanced knowledge of HIPAA, State of Texas, and CMS inspection processes and procedures to ensure compliance with regulatory audits. Implemented and coordinated all internal audit processes, being proactive in findings to successfully pass inspections, and minimize the risk of fines and/or administrative actions against the organization.

INTERDISCIPLINARY RELATIONS: Served as an integral Interdisciplinary Team member working closely with the Psychologist and other Case Managers to identify client issues, reviewed cases, and assisted in the development, implementation, and evaluation of services and planning of care oversight. Participated in regular operational reviews to identify and focus on key areas to improve the operations; advised and assisted in program planning and development and advised on shifting trends with caseloads and contributed to the exchange of information and best practices to foster additional improvements of specific functional areas.

KNOWLEDGE/AREAS OF EXPERTISE: Provide a full range of human and case management services utilizing extensive knowledge of case work, individual, family, and group counseling, discharge planning, case management, and other services.

PUBLIC RELATIONS: Represented the organization to increase community awareness of the organization’s mission and vision through public speaking engagements, community service, and public relations initiatives in the local and surrounding region. Acted as an advocate and liaison for the organization to empower families, discuss language barriers, maximize involvement, and exposure to the mental health issues in the community.

MANAGEMENT DUTIES:

The Lead Case Manager will have general oversight and coordination of other case management

The Lead Case Manager ensures staff are completing intake, coordinating assessment, individualized housing plan, and making appropriate community referrals for additional services

The Lead Case Manager ensures staff maintains appropriate contact with the client, that quality services are provided, and that the individualized housing plan is completed timely

Oversee all services and operational activities

Provide comprehensive case management that includes, but is not limited to screening and assessing clients; creating, implementing, and monitoring individual service plans; crisis intervention; connecting clients to health, mental health, employment, housing, and other community resources

Foster a professional and welcoming environment in all interactions with clients, guests, vendors, and colleagues, regardless of differing identities, backgrounds, beliefs, and choices

Manage and evaluate the performance of assigned staff

Develop and maintain professional and supportive relationships with staff and subordinates

Provide information regarding services and transportation as needed to people seeking services

Work in tandem with case managers to assist clients in reaching their case plan goals

Language Line Solutions 150 S Alto Mesa Dr, El Paso, TX U.S.

10/2018-06/2021

Spanish Certified Customer Service

Hours per Week: 40

Salary: $ 21.00

SCOPE OF ACCOUNTABILITY: Perform/handle outbound or inbound customer communications via phone or email. Advise customers on behalf of Language Line Solutions clients Interact with customers via various methods of communication. I was a third party between the client (for example, a doctor’s office) and the LEP (Limited English Person) who usually speaks Spanish and has no way to function without an interpreter. I would translate from the doctor to the patient and vice versa until the appointment or the phone call was over.

Pleasanton Independent School District 831 Stadium Drive, Pleasanton, TX 78064 U.S.

08/2015-06/2016

Substitute Teacher

Hours per Week: Assignments were daily 8 hours per day.

Salary: $85.00 per day

PROGRAM MANAGEMENT: Served as a Support Staff member accountable for supporting five students with a wide range of mental and intellectual disabilities; provided instruction in a non-traditional setting, being creative and innovative to accommodate multicultural students. Implemented daily lesson plans, maintained a monitored a structured environment, established clear objectives for all lesson plans, and communicated those goals to students through lectures, discussions, and demonstrations.

INSTRUCTION MANAGEMENT: Assisted students with language, math, social, and motor skills and maintained an environment conducive to learning; initiated classroom management plans to promote redirection and positive reinforcement. Observed and implemented teaching techniques and methodologies designed to meet the needs of this diverse student population; evaluated and documented student performance and achievements, and discussed student-learning issues with teachers, diagnosticians, and parents.

CLASSROOM MANAGEMENT: Successfully managed the classroom and maintained an optimal learning environment by setting clear behavior guidelines; evaluated student performance and discussed academic, and behavioral attitudes, and achievements with teachers, parents, and administration.

GUIDANCE / MENTORING: Challenged students to think creatively, solve problems independently, and respect themselves and others. Encouraged student participation by maintaining a high level of individual awareness and capitalizing on opportunities for hands-on learning; established attainable goals and objectives for students to assist them in developing confidence, self-esteem, and socialization skills.

Ysleta Independent School District

08/2009-06/2010

Substitute Teacher

Hours per Week: Assignments were daily 8 hours per day.

Salary: $85.00 per day

PROGRAM MANAGEMENT: Served as a Support Staff member accountable for supporting five students with a wide range of mental and intellectual disabilities; provided instruction in a non-traditional setting, being creative and innovative to accommodate multicultural students. Implemented daily lesson plans, maintained a monitored a structured environment, established clear objectives for all lesson plans, and communicated those goals to students through lectures, discussions, and demonstrations.

INSTRUCTION MANAGEMENT: Assisted students with language, math, social, and motor skills and maintained an environment conducive to learning; initiated classroom management plans to promote redirection and positive reinforcement. Observed and implemented teaching techniques and methodologies designed to meet the needs of this diverse student population; evaluated and documented student performance and achievements, and discussed student-learning issues with teachers, diagnosticians, and parents.

CLASSROOM MANAGEMENT: Successfully managed the classroom and maintained an optimal learning environment by setting clear behavior guidelines; evaluated student performance and discussed academic, and behavioral

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