Charmaine L. Marshall, MNM

707-***-****

adt5a0@r.postjobfree.com

Summary:

Align my skill set with an organization’s mission and vision. Work diligently within the organization’s scope to assist with aggressively moving it forward to succeed in meeting its objectives. Cultivate an ongoing life cycle for the organization and achieve the desired outcomes to maintain its transparency and sustainability.

Value Added:

•Increase effectiveness of program(s) activity by evidence of measurable outcomes.

•Mitigate risk

•Deliver favorable program outcomes

•Increase program effectiveness

•Effectively collaborate, develop, and lead team members.

•Implement ongoing evaluation of programs to assist with sustaining the life cycle for continual services.

•Cultivate positive collaborative internal and external partnerships

•Strong analytical and research skill set

•Integrate and align skill set to support management and governing board

•Clear communicative skills (oral and written).

•Grant researcher, writer, and provider

•Develop and implement fraud training

•Reliable and assertive team player

•Microsoft Suite, Share Point, AVATAR (ERS), social media fluent

•Effectively evaluate risk and resolve compliance issues

•Effectively respond to queries and complaints for external consultants and auditors and maintain effective relationships with all business units.

•Ability to interpret and implement contracts, policies and procedures, and regulations.

•Good public presentation and training skills.

Owner/Executive Image Consultant

Natural Tresses Natural Hair Studio 2010 to 2020

Developed business plan and company budget. Coached men, women and children to accept and embrace their hair in its organic state by educating them how to manage, appreciate, accept and gain confidence in their own existence. Served as expert panelist for Deeply Rooted Natural Hair Care Expo (Bay Area), Nappywood Expo featured stylist/business owner (Los Angeles, CA) and served as educator for annual My Royal Coils Expo (Miami, FL). Develops group meetings/events, implement marketing and branding strategies for company, maintain clientele data base, maintain financials/budget, maintain social media networking/marketing, developed company website and training program, and expanded partnerships with other companies within the natural beauty and health industry. Hire and develop staff.

Accomplishments:

•Owner/Founder of Natural Tresses Natural Hair Studio

•Grew clientele to over 250 customers within 3 years of launching business

•Develop strong visible business brand within local community

•Featured on Good Day Sacramento

•Partnered with local and nationally known celebrities for branding collaborations

•Featured on KBLX View of the Bay radio talk show

•Offered free annual community based 3-hour training seminars to youth ages 5 to 19

•Creative Producer/Founder of Annual Natural Hair and Wellness Expo in Fairfield, CA. With nearly 500 attendees annually

•Secured venue and celebrity and non-celebrity talent for annual expo

•Secured sponsorship and vendors for annual expo

Employment History:

Program Director/Quality Improvement Manager

Westside Community Services 2012 to 2015

Managed and partnered with a team of 18 that included licensed and non-licensed Mental Health Therapist, and other supportive paraprofessional staff. Oversaw the compliance of program contracts. Collected quantitative data for outcome reports provided to funders for ongoing monitoring of program services. Interviewed, hired, and developed department staff. Audited Clinician’s client files for compliance. Reviewed information in AVATAR system input by staff for compliance and accuracy. Partnered with community-based organizations to better meet the needs of targeted population served. Scheduled staffing for program orientation to targeted population within the community. Responded/rebuttal corrective action plans, review P&P for compliance/quality improvement. Developed audit charter, risk assessment, interviewed process owners, tested various departments control systems for risks and improvements, developed and maintained all policies and procedures to prevent any unethical conduct and recommended changes if required and monitored effective working of internal control systems. Developed new employee resource list for program. Created report to capture services provided to clients by non-clinical staff. Acted as the liaison between organization and contract provider. Responsible for hiring, performance reviews, and disciplinary action process for staff when applicable. Partner with Agency Wide Quality Improvement Committee to develop risk assessments, developed corrective action plan, review and approve responses to corrective action plan. Administered and reviewed all system changes in organization. Researched grants and RFP’s that aligned with organizations mission, developed grant response document to assist with time reduction on grant development responses.

Accomplishments:

• Developed a “where to turn” resource list to make new hire transition process easier.

• Developed metrics to capture deliverables and outcomes .

• Increased program intake rate from 37% to 68% within 3 months of hire by assessing implementing intake process and redeveloped intake process system

• Increased number of clienteles within 5 months of hire by approximately 45% by reestablishing dormant community partnerships and offering additional program services to shared clients.

• Assessed, recommended, and implemented improvements in program policies and procedures.

• Performed ongoing evaluation of Methadone Clinic programing and assisted with re-certification for Joint Commission accreditation.

• Partnered with program management and staff and provided quality assurance skill set to assist with SAMHSA review preparation for audit.

• Made recommendations for program improvement for all clinics

• Provided program specific trainings.

• Compiled and assessed quantitative data used to improve program management and services.

• Provided consultation to program management and directors to build capacity and reduce potential risk.

• Promoted to Director position within 1 year of hire.

Quality Assurance Manager

Children’s Council of San Francisco 2008 to 2011

Developed and lead annual internal audit plan for the organization, identify areas of potential risk, performed compliance and operational audits with objective analysis of activities, review staff audit work papers and reports to ensure appropriate documentation and support, presented quarterly and annual status reports to Board of Directors. Acting representative for organization for proceedings with Department of Labor, and courts in response to court subpoenas. Prepared and administered the QA Unit budget for training, supplies, etc., consultant to Directors and Middle Management on internal controls and operating issues, directed, managed, and monitored workload of QA staff, provide staff support, implement staff performance evaluations, decide on hiring staff, promotions, and discipline for QA Unit. Implemented/designed rotation system for QA workload to assure caseload of team was distributed equally and reducing staff burnout. Reviewed and conducted fraud investigations, reviewed and monitored program policy, contractual compliance, and client file compliance. Provided fraud prevention and awareness training for organizations staff including update on governmental regulations, operations and procedures, and banking solutions for program providers and strengthening controls. Made recommendations for policy and procedures updates and amendments. Assisted with maintaining the organization’s transparency to community and all of its stakeholders by means of ongoing assessment/audit of various program contract compliance. Monitored compliance laws and regulations. Evaluated all compliance policies and procedures coordinated with all internal staff to resolve all compliance issues. Attended all reviews for internal and external department to promote compliance programs. Administered and reviewed all compliance programs and assessed all organizational system changes. Prepared documents required for external audits. Maintained and updated compliance database and documents all policies and procedures and assist to retain all required documents and maintain compliance metrics and prepared reports for same. Interviewed, hired and developed staff.

Accomplishments:

•Developed annual audit charter

•Developed fraud training for staff to reduce risk of fraud, waste and error

•Increased fraud recovery monies by 86% within one year by implementing payment plan for offenders

•Identified program risk and strengthened internal controls by means of implementing more effective controls to minimize risk

•Partnered with community-based organizations to inform them about the organizations program functions.

Case Manager/Family Advocate/Volunteer United Way Campaign Chairperson

Adopt-A-Family, 2000 to 2008

Established positive collaborative partnerships with other community organizations that assisted with providing homeless and families in transition with necessary resources to obtain self-sufficiency. Provided community resource referrals for families to receive services to meet their needs. Responsible for calculating clients monthly rent calculations according to HUD regulations, assured timely payments of rent(s) for families. Partnered with families to develop working budget for family and action plans for success. Conducted assessments to identify families’ eligibility for program services, their needs and goals to meet goal of self-sufficiency. Maintained, compiled and reported data for CDBG, HUD and CSC compliance operations reports. Conducted internal audits of case manager files for compliance with program contracts. Assisted with the restructuring of Project SAFE program logic model, completed environmental scan for Project Uplift and marketed Uplift Program within local community to raise awareness of assistance offered by the agency.

Accomplishments:

•Offered Supervisor position responsible for managing a team of 20 staff members

(declined due to relocation to California).

•Developed and implemented program evaluations for rental and utility assistance

•program.

•Promoted to Transitional Housing Counselor after exemplary performance as Case

•Manager.

•Increased Project SAFE Program clientele by 95% within 3 months by marketing

•within the targeted geographical area and increasing program’s visibility and

•Aligning community members with services according to their needs and according to terms of contract.

•75% of program participants obtained self-sufficiency as evidenced by survey/follow

•up data per participants one year exit date.

•Increased pledges for United Way campaign by approximately 12% (interagency

•volunteer position).

•Completed HUD grant writing seminar f

•Developed logic Model to assist with response to RFP’s/grant proposals

Education:

M.A., Non-profit Management

Regis University, Denver, CO

B.A., Psychology and Sociology

Judson College, Elgin, IL

Certifications:

Program Management

Humane Administration

HUD Grant Writer Certification

Volunteer Services History:

TLC Children’s Home - Childcare Provider/Donor (Walkersville, South Africa)

Unity Hall Recovery Center- Grant Writer (California)

Solano-Napa Habitat for Humanity-Grant Writer (California)

Outreach Facilitator (Havana, Cuba)

Habitat for Humanity for the Palm Beaches-Crew builder (South Florida)

Fairfield-Suisun Rotarian-Development (California)

Liberty Church- Childcare provider for preschool age (California)

Natural Tresses Natural Hair Studio- youth trainer (California)

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