Customer Service Case Manager

Donnie Jackson

***** ****** ****** ***** #*** • Humble, Texas 77346 • (832) 805 – 0109 • *********@*****.*** Case Management

Areas of Expertise

Case Management • Leadership • Disaster Management/Emergency Response • Public Outreach • Business Management • Customer Needs Assessment • Career Counseling • Database Management • Training and Development • Project Planning • Administrative Support • Program Implementation • Life Coach Objective

A professional Case Manager with experience in dealing with cases in youth adjudication and disaster recovery seeking to secure a position in supervisory/management. Skilled tactical agent with local government experience and a pattern of establishing operational excellence by building effective relationships and communicating efficiently with internal and external customers and local communities. Excellent communicator with a proven record of facilitating solutions by effectively connecting with community stakeholders, employees, executive managers and intergovernmental partners. Education and Certifications

LeTourneau University – Longview, Texas 09/2015 – Present Graduate studies towards a Master of Arts Degree

Concentration: Counseling

University of Phoenix – Houston, TX 12/2011

Bachelor of Science Degree

Concentration: Business Administration

Life Coach Institute of Orange County 3/2016

Certified Life Coach

Certification Board, International Christian Institute Certified Christian Counselor

12/2013

Professional Experience

Tetra Tech – Houston, TX 09/2020 – Present

Administration Project Assistant

• Direct applicant intake period and assist applicants in completing eligible applications.

• Present, explain, and provide applicable, accurate, and appropriate information with respect to programs and services that could assist callers.

• Assist applicants with the online submission of applications. - Actively ensure quality case files and client interactions.

• Maintain applicant data for all programs; perform daily review and quality control of incoming data.

• Produce and present weekly reports for client review.

• Prepare a written eligibility recommendation on the received applications.

• Coordinate with local agencies and non-profit groups as needed.

• Meet with prospective applicants to describe the programs, review applicable required materials and provide technical assistance.

• Review submitted applications for compliance with the program guidelines and policies.

• Conduct income calculations and duplication of benefit reviews.

• Maintain final applicant folders and applicant data.

• Work with managers to develop best practices and make process improvement when needed.

• Assist in the development of scripts and customer service plans BakerRipley – Houston, TX 11/2017 – 03/2020

Disaster Case Manager

• Identify and recruit individuals and families for participation in Texas Disaster Case Management Project.

• Conducts thorough needs assessment and develops a recovery plan to address identified disaster related unmet needs Provides crisis intervention to individuals and families facing emergencies around food, shelter, medical, re-construction and other needs as presented by clients.

• Develop relationships with individuals and families in order to provide the best advocacy and direction towards reaching recovery goals.

• Assist individuals and families in determining the best course of action for both short and long-term recovery.

• Develop, implement and monitor recovery plans with individuals and their families to return, at a minimum, to pre-disaster level of well-being.

• Maintain service records in the database. Including contact information updates, phone and in-person contacts, follow-up activities, office visits, recovery plan changes, employment profile in a timely manner.

• Utilize knowledge of the resources available at all levels of government (federal, state and local), as well as government and community resources to make appropriate referrals to resolve identified issues.

• Conduct home visits as necessary.

• Collaborates with other agencies to provide a comprehensive case management, identify issues and resolve advocates and interacts with other service providers on behalf of participants. BakerRipley – Workforce Solutions – Houston, TX 11/2016 – 11/2017 NCP Court Liaison

• Provided one-on-one job search guidance and career advice.

• Listened to each customer request and provide professional advices to help each customer decide the best services for them.

• Conducted program orientation, intake evaluation and individual needs assessments and participate in the program evaluation process.

• Provided direct job matching of open system postings with the customer’s skills and work requirements.

• Offered qualified job candidates the opportunity to interview for posted jobs.

• Consulted with the candidate to assess quality and success of the referral.

• Searched files for qualified candidates for job posting

• Helped customers to access basic self-help services through effective use of the resource library. Houston Area Urban League – Houston, TX 9/2015 – 11/2016 Lead Youth Advocate Counselor

• Provided case management services to juvenile offenders in both correctional and community settings.

• Contacted, received and reviewed referrals from community-based organizations government agencies, community partners, and walk-ins.

• Conducted program orientation, intake evaluation and individual needs assessments and participate in the program evaluation process.

• Developed Individual Career Education Plans (ICEP) identifying barriers to education and employment and implement action steps to address those barriers.

• Built sustainable relationships with current and potential employers in demand-driven industries via marketing initiatives.

• Facilitated the program’s employment readiness, leadership, and life skills workshops.

• Tracked youth participation in the six program components (Workforce, Educational, Case Management, Mentoring, Restorative Justice and Community Wide Violence Plans. Facilitate and coordinate life skills workshops and educational activities for youth.

SER Jobs of Houston – Houston, TX 4/2015 – 8/2015

Lead Career Coach (Summer Youth Program)

• Provided leadership and direction in the areas of individual assessment, educational/career planning and development, and placement strategies for youth/young adults.

• Provided youth/young adults with guidance and information regarding career research, options and decision making, goal setting, job searching process through one-on-one or workshop settings.

• Provided training and education direction, encouragement, and motivation in order to prepare individuals for assessments, exploration, and creating an individual action/development plan.

• Facilitated Job Readiness Sessions and Trainings to prepare youth for job assignments to City of Houston Departments

• Served as liaison between the organization and worksite supervisors regarding administrative and operating requirements of the program.

BlazinBrook Management – Houston, TX 11/2013 – 4/2015 Instruction Specialist

• Facilitated academic tutoring (Language Arts, Math and Science) to students in all school environments, specializing in at risk, low achieving, and disadvantaged students in low performing schools.

• Provided tutoring to students assigned to in-school suspension to assist with classroom assignments, homework and projects.

• Mentored to male students for the 21st Century After-school Program.

• Observed student behaviors and report occurring issues to principal. Skills

Microsoft Office Programs (Word, Excel, Access and PowerPoint) • APRICOT • TWIST • COLT • CAN • Work in Texas (WIT) • Justice Information Management System (JIMS2) • Program Data Management (PDM) • Operations Data Management (ODM) References

Professional references are available upon request. Strong Communicator, interpersonal, Problem solver, solution focused, Flexible, teamwork, manufacturing, engineering,

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