Manager

DEBRA S. PHILLIPS

**** * ******, ******, ** ***** · 402-***-**** (cell)

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

PROPERTY MANAGEMENT EXPERIENCE:

MARCH, 2020 – PRESENT

SITE MANAGER, COSTELLO

I have been working part-time as a Property Site Manager for Costello Properties and manage Sheridan Apartments in Auburn, Nebraska and Tecumseh Place Apartments in Tecumseh, Nebraska. Several years ago I worked as an Assistant Weekend Manager at the Colony Apartments in Lincoln, Nebraska. The Costello properties are income-based housing and I am responsible for interviewing tenants and processing annual certifications, recertifications and updates that occur throughout the year. Prepare annual budget, collect rent, make deposits, process invoices, schedule in-house maintenance work orders as well as schedule vendors to perform a variety of maintenance related repairs. I also inspect apartments, schedule move-ins and move-outs and handle tenant issues. There are a variety of reports that I work on throughout the month as well as answering the phone and returning calls to perspective tenants. I work closely with the Regional Manager, Maintenance Technician and corporate staff.

I am familiar with Boston Post, which is the tenant accounting and certification tool that Costello uses. I am responsible for collecting a variety of documentation when I certify and recertify tenants and determine what their monthly rent will be.

ADDITIONAL WORK EXPERIENCE:

MARCH, 2018 – PRESENT

PROGRAM SUPPORT SPECIALIST II, Better Living Counseling Services, Inc.

Support families involved in the foster care system (children, parents and foster parents) by providing resources, supervising and/or monitoring visits by ensuring there are no risk factors or safety issues, educating families, providing transportation and maintaining client records. Provide family support services and in or out-of-home safety services as well. Collaborate with Department of Health and Human Services caseworker staff to meet referral expectations and goals. Attend team meetings, court hearings if necessary and conduct UAs on parents when directed to do so. Assist in training new hires who are “shadowing”.

SEPTEMBER, 2017 – FEBRUARY, 2018

OPERATIONS MANAGER, MAXIMUS, Inc.

Operational oversight for the Maryland state-based health insurance exchange call center. Direct support and supervision of call center staff during open enrollment and non-open enrollment periods. Member of the leadership team responsible for ensuring company and state directed project deliverables and service level agreements were met. Monitored and reviewed hourly call center reports and metrics. The call center answered approximately 5000 calls per day during non-open enrollment and 8000 calls per day during open enrollment. Participated in internal and client meetings.

MAY, 2016 – SEPTEMBER, 2017

OPERATIONS MANAGER, ICF

Operational oversight for the Maryland Department of Human Resources Customer Service Center which handled calls from consumers who had questions regarding cases involving child support, temporary cash assistance, food stamps, energy assistance, and abuse and neglect allegations. Responsible for meeting or exceeding contract deliverables and working to improve staff performance and operational efficiencies.

MARCH, 2015 – MAY, 2016

DEPUTY PROJECT MANAGER, MAXIMUS, Inc

Direct oversight of operational team responsible for the Medicaid provider screening and enrollment for Nebraska’s MMIS and NFOCUS providers. Collaborated with project management team and DHHS client during the implementation and start-up phase to hire and train staff, develop work flows, test work flows and implement operational procedures. Participated in readiness reviews, testing, preparing call scripts, and the development of training plan, communication plan, provider outreach plan and operations plan. Call center staff was were responsible for answering calls from Medicaid providers regarding enrollment and application status.

OCTOBER, 2012 TO MARCH, 2015

PROJECT MANAGER, MAXimus, inc

Managed, administered and oversaw all aspects of the project contract to ensure the project met or exceeded contract deliverables. The project under contract with the State of Missouri was responsible for child support case initiation services, centralized mail processing and scanning and imaging of hard copy child support cases (approximately 364,000 case records). The project manager was the primary point of contact with the state contract manager. Responsibilities also included hiring staff, monitoring work flow, creating and adhering to the project budget, managing a diverse workforce and five sub-contracting vendors to ensure staffing levels were maintained to support the call center and work load. Worked closely with internal and external management team. Attended internal meetings as well as all client related meetings.

DECEMBER, 2010 TO OCTOBER, 2012

DEPUTY PROJECT MANAGER, young williams

I worked closely with the Project Manager and state client, Texas Office of the Attorney General Child Support Division management team to oversee the implementation and transition of the project from MAXIMUS to Young Williams in 2010. The project was responsible for verifying and maintaining employer information in the WebER and following up with employers on administrative income withholding orders. I oversaw the call center and operations staff and was responsible for ensuring the project met contract deliverables.

FEBRUARY, 2009 TO DECEMBER, 2010

2006 TO 2008 (PROJECT DIRECTOR)

PROJECT MANAGER, maximus, inc

Involved with the project from the proposal development stage through the company being awarded the contract in 2006. I assisted from a Project Director level with the start-up, implementation (hiring, training, facility set-up) and ongoing operations. In 2009 I returned to the project as the Project Manager and was responsible for overall project management of the operations team, forecast and budgeting, and ensuring the project met or exceeded contract deliverables. I worked closely with the internal and external management team and developed a strong client relationship that focused on outcomes, productivity, and quality assurance. The project was responsible for verifying and maintaining employer information in the WebER (employer portal) and following up with employers on administrative income withholding orders.

SKILLS

Project Management

Project Start-up, Implementation, Operations and Close-out

Monitoring for risks or safety issues

Collaborating with Sub-contractors and vendors

Quality Assurance

Training

Budget and Financial management and reporting

Reporting

Outreach

Staff Management

EDUCATION

MAY, 1979

HIGH SCHOOL DIPLOMA, auburn senior high school

ASSOCIATIONS

WICSEC (WESTERN INTERSTATE CHILD SUPPORT ENFORCEMENT COUNCIL)

2010 – HONORARY LIFE-TIME MEMBER. I ALSO SERVED ON THE EXECUTIVE BOARD OF DIRECTORS AND TREASURER FOR TWO TERMS.

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