Service Delivery Support Specialist

A demonstrated commitment to the imporvement of the lives of others through, extensive experience with for-profit, non-profit and GOVERNMENT SERVICES.

** ***** **** ********* ** 28806 240-***-**** Email: *********@*****.***

Education

M.ED. In Counseling – Bowie State University B.S. Sociology – Saint Augustine’s College

Certifications /Skills

CPR/ First Aid, DDS Policies and Regulations, Employee Alcohol & Drug Free Workplace Training, Certificate of Completion of Maryland Resource Coordination Training, Microsoft Office, Curriculum Development, Change Management, Business Development, Business Analysis, Strategic Planning, Strategy Development, Strategic Partnerships, Leadership Development, Process Improvement, Management, Marketing Communications

Professional Experience

ECKINGTON HOUSE MENTAL HEALTH SERVICES

COO -August 2017 to Present

• Please review the task for VOAC (Executive Program Director– March 2015 to August 2017) and Total Care (Deputy Executive Director —2013- 2015).

VOLUNTEERS OF AMERICA CHESAPEAKE – Greenbelt Maryland

Executive Program Director– March 2015 to August 2017

Manage (320 staff and annual Revenue of $20 million) and monitor all business operations of the programs administered including compliance with contract, funding and regulatory requirements.

Responsible for the implementation of policies and procedures. In coordination with meeting the requirements of the regulatory agency as well as compliance with the approved operating budgets.

Serve as a liaison between contractual/funding agencies.

Managed crisis and change management for private corporations

Led national workgroup on Medicaid expansion, Affordable Care Act implementation

Led Human Resource functions to recruit and retain executive leaders and increase productivity of middle management.

Appointed as Policy Commissioner to develop best practice standards/ maximize and improve the effectiveness of service delivery.

Developed and implemented leadership academy with federal funding and partnerships with new program development/expansion of existing programs throughout the service area of DDS and DOH.

Led efforts to limit liabilities throughout litigation and federal monitoring in corporate sector.

Leading state-wide management information system customization and coaching partnering agencies.

Working with people from AGE 5-77 WITH I/DD, mental and dual diagnosis.

TOTAL CARE SERVICES, INC. – Lanham, Maryland

Director of DC Programs (for 4 months)/ (Promoted) Deputy Executive Director —2013- 2015

Provide leadership, supervision and program oversight to Program Directors, Program Managers and Administrative Support Personnel for an organization with an annual revenue of $8 million.

Developed and implemented the annual program plan for the agency to align with annual budget.

Interface with Maryland and District of Columbia officials, stakeholders, family members, consumers, attorneys, advocates, professional consultants and day programs to improve service delivery and to resolve issues and interpret company policies and practices.

Serve as a primary spokesperson for key messages and brand for organization.

Apply marketing strategies, strategic planning approaches and innovative concepts to grow and expand the programs and services of the agency in DC and MD.

Develop proposals for non-emergency transportation services and in-home support services for Maryland, DC, and Virginia.

WARD AND WARD MENTAL HEALTH SERVICES – Washington, D.C.

Director of Human Resources and Training Divisions – 2010 to 2013

Developed and administered various Human Resources plans/procedures and record of recruiting.

Record of developing/reorganizing staff to build strong high-performing teams to meet the agencies changing needs along the mental health landscape.

Implemented and annually updated compensation program; rewrote job descriptions as necessary; conducted annual salary surveys and developed merit pool (salary budget); analyze compensation; monitor performance evaluation program and revises as necessary.

Developed and maintained benefit payments/premium remittances, affirmative action program; files EEO-1 annually; maintained all records, reports, and logs to conform to EEO regulations.

Represented organization at personnel-related hearings employee relations counseling, outplacement counseling, exit interviewing and investigation

Quality Assurance Director/Incident Management Coordinator/QDDP – 2007-2010

Oversaw fiscal administration, development and implementation of services offered through oversight and implementation of organizational policies.

Completed plans of correction in response to external reviews/audits; establishing goals, performance measures, compliance/deficiency reports; creating monitoring tools and reports for tracking and trending for all Departments.

Supervised 250 employees; and an additional management staff of 8 managers, 6 Registered Nurses, 4 Licensed Practical Nurses.

Served as the primary facilitator to prepare over 250 employees to pass internal/external audits and monitoring (i.e. Quality Trust, Department of Health Care Finance, Evans Monitors, Department of Consumer and Regulatory Affairs, Department on Disability Services, Department of Health etc.).

Developed implemented performance improvement, track and trends, Emergency Preparedness and Quality Assurance procedures.

and accountability infrastructure and standards

Led sustainability efforts of cross-departmental initiatives

FOCUS COUNSELING GROUP - Washington, D.C.

Program Director (QA and Incident Management Coordinator) 2002 – 2009

Provided supervision/oversight to Assertive Community Treatment (ACT) Team, Recovery Community team, Community-Based, outreach services, residential and shelter care programs to difficult to engage mentally ill consumers with trauma, homelessness and substance abuse.

Provided oversight in the development of policies and procedures, grant writing and other fundraising related activities.

Provided Strategic Leadership, Organizational and Program Development, Fiscal Management, Fundraising, and Financial Planning.

G. JAMES GHOLSON MIDDLE SCHOOL – Largo, Maryland (EDUCATION)

School Support Specialist for Special Education Unit - 2003-2007

Supervised and provided support to special education teachers.

Developing policies and procedures to address mental health and behavior diagnosis with special concentration on dual diagnosed students.

Developed teacher/staff training materials, as well as conducted trainings and workshops.

Facilitated teachers and administrative staff in identifying appropriate transition programs for students. Also provided appropriate follow up with in with the student and family.

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