Customer Service Services Specialist

Paula Daniels Adkins

Director of Operations & Case Management Expert

**************@*****.*** Cell: 606-***-****

PROFESSIONAL EXPERTISE

Clinical Director

PAIS – Psychological Assessment & Intervention Services - 2021 to 2022

Barboursville, WV

Managed 35+ employees who worked with individuals with intellectual and developmental disabilities, behavior support specialists, registered nurses, licensed practical nurses, and a variety of other staff under the direction of nursing staff

Maintained a budget for six clients and 35+ employees staying within the parameters given

Primary contact for all Abuse/Neglect incidents from investigation to conclusion.

Worked inside three primary databases that collected information regarding clients, staff and billing

On call 24 hours/day, 7 days per week for both client and staffing issues

Worked with other agencies to maintain strong relationships between clients and their support systems.

Performed independently with minimum supervision and maximum accountability

Career Coach Supervisor

Goodwill Industries of Kentucky - Pikeville, KY 2018 to 2020

Maintained a 45-team member caseload and kept detailed case notes in a required statewide database

Obtained a variety of resources for team members and provided assistance in accessing said resources

Assisted with budgeting and life skills to promote independence

Worked with diverse populations and possessed a high degree of discretion and confidentiality

Performed independently with minimum supervision and maximum accountability

Career Advisor and Job Club Facilitator

Big Sandy Area Community Action Program, Inc. - Pikeville, KY 2015 to 2018

Ensured program eligibility and funding source documentation guidelines are met for the Workforce Opportunity and Innovation Act (WIOA)

Maintained internal and external reporting systems for monitoring and controlling fiscal and programmatic activities

Evaluated client’s job placement progress, and provided appropriate feedback on performance

Worked with diverse populations and possessed a high degree of discretion and confidentiality

Developed, planned, and implemented weekly meetings to teach clients employability skills

Worked independently with minimum supervision and maximum accountability

Director of Program Development

Senior Helpers of Kentucky - Louisville, KY 2014

Human Resource experience - Selected, trained and supervised employees to work with participants of the Acquired Brain Injury and Acquired Brain Injury Long Term Care federally funded programs

Responsible for improving and implementing program processes

Case Managed persons with traumatic brain injuries with wrap around services

Served as a liaison to funding grants management staff to ensure compliance with program requirements

Director of Operations

A Brighter Future, Inc. - Ashland, KY 2013-2014

Responsible for the overall Case Management of participants in an Adult Day Treatment and residential program that utilized federal and state waivers for individuals with disabilities

Interpreted federal and state laws, regulations, and administrative codes for Supports for Community Living (SCL) and Michelle P. Medicaid waivers

Reviewed and developed company policies and procedures

Human resource experience-Trained, coached, supervised, and ensured staff compliance for 30+ employees

Completed performance evaluations and offered constructive criticism and praise

Executed work improvement plans, disciplinary actions and terminations

Managed programs for offenders to improve quality of life and successful re-entry

Conducted and coordinated outreach efforts and worked in cooperation with Federal, State, and private agencies, and nonprofit organizations that service people with disabilities

Director of Operations

Newcare of Louisville - Louisville, KY 2012 to 2013

Supervised five team leaders and thirty-five direct support professionals as well as community support specialists, family home providers and contract therapists

Reviewed and developed company policies and procedures

Interviewed, hired and trained all staff

Case Managed persons with traumatic brain injury and developmental disabilities with wrap around services

Served as a liaison for referral sources to ensure excellent customer service

Interim Director of Marketing & Admissions – Louisville, KY (2011)

Quality Assurance Officer – Louisville, KY (2011)

Program Coordinator – Ashland, KY (2001 to 2007)

Radical Rehab Solutions – Huntington, WV 2001 to 2007, 2011

Responsible for policies and procedures relating to safety across four programs and two states

Interviewed potential clients for possible admission

Trained multiple levels of staff on incident management and disaster preparedness

Leveraged existing resources to accommodate volume increase without additional expense

Developed and implemented rehabilitation programs

Worked with individuals with dual disabilities

Seven years of experience working along side a distinguished Neuropsychologist

Medicaid Services Specialist III

Department of Medicaid Services - Frankfort, KY 2007 to 2011

Assisted in preparation and completion of program reports for the Centers for Medicaid and Medicare

Assisted in the development of ABI-LTC program regulations as indicated by the Centers for Medicaid and Medicare

Trained service provider management on how to create tools for monitoring and outcome measurement

Evaluated outcomes and delivery of services and suggested improvements of client-specific programming

EDUCATION

Bachelor of Arts Degree

Morehead State University, Morehead KY 1992

REFERENCES

Donna Cundiff, Owner/CEO, Achieving More, Inc., 502-***-****, *******.*****@*****.***

Jennifer Hampton, Workforce Services Coordinator 606-***-****, ********@******.***

Robert Hall, Career Coach Supervisor, 606-***-****, ******.****@**********.***

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