Program Specialist Customer Service

Christina ********@*******.**.*** Kilroy 785-***-****

***** ****** ****, ***********, ** 65583

PROFESSIONAL SUMMARY

Experienced and dedicated Family Child Care Program Director with 10 years of diverse customer service experience. Dedicated professional with demonstrated strengths in customer service, time management and team building. Natural innovator driven to succeed by influencing people and initiating changes. Dedicated to excellence and quality. Guides inspires, motivates, and empowers employee teams to top performance and unprecedented organizational success. Skilled at completing daily assignments and contributing to team success. Always willing to take on any task. Adapts quickly to new company needs and policies. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. SKILLS

• Team Building • Coordination/Communication • Recordkeeping/Organization

• Mentoring/Coaching • Customer Service (Internal and External)

• Specialized Programs

EXPERIENCE

DIRECTOR

FLW Family Child Care – Fort Leonard Wood, MO July 2022 – Present

• Conducts briefings for prospective Family Child Care providers, highlighting the program requirements and provider benefits. Screens prospective providers during briefing and family interview. Ensures a good fit for the program.

• Guides applicants through application process as the subject matter expert, answering questions and making recommendations. Schedules applicants for specialty training and conducts initial and annual trainings for providers, as eligible, to ensure providers remain up to date on required training.

• Assists providers with the setup of their childcare environments and completes preopening inspections to ensure compliance IAW applicable guidelines and regulations prior to opening. Coordinates opening and annual inspections with partner proponents and ensures timely corrections of any findings. Certifies qualified providers.

• Compiles and updates personnel and training files to ensure completion of all necessary documentation and training. Meets with providers at least quarterly to go over training and professional development during the last quarter and to set goals for the following quarter. Encourages growth within the program by coaching and encouraging providers to self-assess and improve their environments and programming. Supports provider with CDA and NAFCC accreditation processes.

• Follows procedures for procurement of supplies for the Family Child Care program and Lending Library. Maintains 3161s on all items signed out of the Lending Library. Procured approximately $20,000 worth of supplies needed for the FCC Lending Closet to enhance inclusion, diversity, literacy, mathematics, and STEM within the program.

• Guides providers on how to handle difficult conversations and how to improve current business practices. Serves as a mentor, allowing staff to bounce ideas and formulate the best plan of action.

• Applies professional knowledge to assist providers with planning and implementing a comprehensive program that promotes the positive growth and development of children and youth. Supervises program by conducting announced and unannounced home visits and inspections to ensure compliance with program standards.

• Provides input for information papers and briefings. Communicates current program status, needs, and goals by updating weekly Sit Rep Slide with relevant information on current program status to include number of homes open, current enrollment and sustains and improves. Conducts walk-through briefs with the Garrison Command team.

• Assists in developing policies, procedures, and SOPs to support program goals by reviewing SOP drafts and submitting feedback for revision. Serves as a member of the Installation Child and Youth Evaluation Team to ensure compliance with health, fire, safety, and program regulatory requirements, and CYS baseline standards. ASSISTANT DIRECTOR

FLW School Age Center and CDC 615 – Fort Leonard Wood, MO September 2019 – July 2022

• Assists the supervisor in the operation of an assigned CYS program IAW all applicable regulations and standards. Acts as Director in Director's absence. In FY21, acted in the absence of the Director for 6 consecutive months, ensuring day-to-day operations, COVID mitigations, and program needs were IAW all applicable guidelines. Attended Director meetings and ensured timely dissemination of all relevant information to assigned employees.

• Tracks child enrollments/youth attendance to ensure maximum occupancy rate using prescribed staff/child headcount sheets. Utilizes compensatory enrollment in all appropriate CYS programs based on CYMS enrollment data. Notifies supervisor of terminations from the program. Utilizes MCC to view current waitlists and works collaboratively with Parent Outreach Services to offer available spaces. Enters data into IRO system. Monitors and analyzes adult/participant ratio sheets to ensure proper staffing policies are enforced. Prepares work schedules for assigned staff to meet ratio and group size requirements and to ensure completion of required training. Ensures children/youth are appropriately supervised at all times. Tracks all employees' installation training on an excel spreadsheet for quick reference.

• Applies professional knowledge to plan, implement, and supervise a comprehensive program that promotes the positive growth and development of children and youth. Works collaboratively with trainers, staff members, and KIT resources to create and implement prescribed supports when assisting with challenging behaviors.

• Provides input for information papers and briefings upon request. Communicates current program status, needs, and goals by updating weekly Sit Rep Slide with relevant information on current program status to include enrollment, open work orders, staffing and sustains and improves. Conducts walk-through briefs with the Garrison Command team.

• Ensures facility/outdoor venues maintain appropriate standards for condition and sanitation.

• Provides program oversight and accountability for the performance of assigned staff and the safety and well- being of children and youth IAW DoD, Army, and local policies and standards. Ensures assigned staff follow risk management procedures (i.e., abuse prevention, identification, and reporting procedures; accident prevention, etc.).

• Registers employee fingerprints and inputs employee punches into the computerized system, ensuring proper timekeeping procedures are followed, verifies correct payment of cumulative hours, completing troubleshooting and corrections, as necessary.

• Assists in developing policies, procedures, and SOPs to support program goals by reviewing SOP drafts and submitting feedback for revision. Serves as a member of the Installation Child and Youth Evaluation Team to ensure compliance with health, fire, safety, facility, and program regulatory requirements, and CYS baseline standards.

• Assists in maintaining DoD/Army certification for assigned program areas helps ensure the program achieves and retains national accreditation or Army equivalent and maintains accreditation/Army equivalent standards. Obtained Expedited Re-accreditation in 2021 and spearhead Self Study process, which included compiling needed information and creating organized, easy to navigate documentation that was commended for being the best Self Study the inspector had ever seen in her 10+ years of inspecting.

• Assists in complying with DA guidance to include CYPPP, fee policies, program registration/enrollment, and baseline standards and benchmarks, and provides input on installation needs and trends to CYS Program Director for inclusion in the CYS Operations Plan.

• Initiates requests for recruitments utilizing Army CYS Standard Position Descriptions. Reviewed eligible candidate resumes, contacted candidates to schedule panel interviews, conducted interviews for various positions, completed reference calls for selected employees, and ensured timely submission of applicant selection packages to HR and Headquarters.

• Supervises and evaluates employees based on established performance standards, as required. Maintains employee files IAW with applicable regulations and guidance, Provides appropriate staff professional recognition and/or disciplinary action. Recommends assigned staff for promotion IAW Child and Youth Personnel Pay Program

(CYPPP) guidelines. Conducts written observations of staff during all hours of operation, and evaluates employees based on established performance standards. Supports and budgets for staff annual training requirements (i.e., credentials, certifications, and training for professional management staff). Ensures timely submission of personnel actions.

• Provides training for employees as required. Assists employees with identifying, locating, and registering for required computer training. Collaborates with specialty trainers to facilitate training.

• Assists supervisor in developing program budget. Manages assigned program areas to budget. Reallocated FY21 Staffing Budget based on the current needs of the program at the time. Recommends the procurement of supplies and equipment. Arranges for bus transportation of children/youth as required. Monitored supply needs and prepared supply requests to be submitted for purchase approval. Worked collaboratively with additional GPC holders to procure supplies, during the period that the program had no authorized GPC holder. Currently working on GPC cardholder requirements to obtain a GPC card for the current program.

• Utilizes Child and Youth Management System (CYMS) to oversee the collection, accurate accounting, and reporting of funds; and to collect and maintain up-to-date statistical data for planning and reporting purposes IAW higher headquarters and statutory requirements. In addition, possesses the knowledge and capability to complete various tasks such as updating information, uploading required documentation, running various reports.

• Assists with the completion of SAARs and other specialty paperwork.

• Monitors food service program for assigned area ensuring compliance with all applicable Army and USDA food program policies and procedures to include proper meal components and portion sizes. Provides input for changes in menus based on allowed substitutions. Maintains food program records as required.

• Implements an active program of parental involvement, providing parent education opportunities and encouraging parent observation and participation. Encourages parent representation on CYS Parent and or Parent/Youth council and Child and Youth Evaluation Team. Assists in conducting annual parent/parent-youth satisfaction surveys and analyzing results. Supervises volunteers and assigns roles as required.

• Works cooperatively with other CYS Managers to ensure seamless service and continuity of quality options for all children and youth. Serves as a member of the CYS Program Plan Team to develop written strategies for program improvement. Supports all EEO and AA objectives.

• Screens children at drop-off for obvious signs of illness or injury. Responds to classroom concerns regarding child illness or injury and screens child further then determines the proper measure of escalation (parental contact, CYS nurse screen, send home/isolation, EMS call, etc.) Performed health-related practices, as needed, for reasonable accommodation for children with individualized needs. Supervisory Program Specialist

FLW School Age Center – Fort Leonard Wood, MO September 2017 - September 2019

• Serves as a Child, Youth and School (CYS) Services Supervisory Program Specialist with responsibility for supervising a minimum of 8 ratios of children 0 - 5 (ex, 80 preschoolers) in a Child Development Center (Ages 0-5) or 6 ratios of children/youth (ex., 90 Youth) in a School-Age Program or Youth Center IAW all applicable regulations and standards.

• Works in-ratio 50% of the time providing breaks for assigned staff, modeling appropriate behavior, and providing program oversight and accountability during all hours of program operation.

• Acts as Director in Director's absence up to 20% of the time. May work in additional CYS facilities for the purposes of providing management oversight for evening or weekend openings such as a Child Development Center Supervisory Program Specialist acting as the director of the Youth Center on a Saturday.

• Monitors and analyzes ratio and adult/participant ratio sheets to ensure proper staffing, adjusting employees’ schedules, as necessary. Ensures children/youth are appropriately supervised at all times.

• Utilized CYMS to take payments, make hourly care reservations, swipe children in/out, locate documents, input incident reports, run various reports and bulk/temp children in and out, answered phones

• Collaborated with fellow Supervisory Program Specialists to develop and present Conducting Observations training to Lead CYPAs.

• Works with trainer and supervisor to plan, coordinate and implement activities and special events that meet the physical, social, emotional, and cognitive needs of children and youth.

• Participates in conferences with parents, program staff, and school representatives.

• Assists supervisor in developing program budget. Manages assigned program areas to budget. Recommends the procurement of supplies and equipment. Prepares work orders as necessary. Provides input for information papers and briefings upon request.

• Monitors food service program for assigned area ensuring compliance with all applicable Army and USDA food program policies and procedures to include proper meal components and portion sizes. Maintains food program records as required.

• Performed health related practices as needed for reasonable accommodation for children with individualized needs.

Lead Child and Youth Program Assistant

Fort Drum CYSS, Po Valley – Fort Drum, NY December 2015 - August 2017

• Served as a team leader for program staff with responsibility for the operation and program in accordance with applicable regulations in infant/pretoddler classroom. Maintained control of and accounts for the whereabouts and safety of children. Mentored and coached multiple employees which created a strong team within the classroom by communicating roles and expectations and following up on completion.

• Oversaw arrival and departure of children. Supervised children ranging in age from 6 weeks to 18 months during daily schedule of indoor and outdoor activities and on field trips, outings, and special events. Works within prescribed staff-to-child ratio with children and youth.

• Encouraged participant interest and establishes a program setting that promotes positive interactions with other children, youth, and adults. Monitored staff-to-child ratios to ensure adequate staffing.

• Planned, coordinated, and conducted activities for program participants based on observed needs of individual children. Prepared and implemented program options for children with special requirements. Worked with trainers and supervisors to implement activities and special events that met the five main areas of development.

• Conducted written observations for children and input them in to Teaching Strategies, utilizing that information to develop individualized lesson plans for primary group of children and during parent conference

• Worked with team members to prepare, arrange, and maintain indoor and outdoor activity areas and materials IAW ITERS guidelines and ensured areas were set up to accommodate daily schedules. Assisted children with development of physical, cognitive, language, social/emotional and life skills.

• Interacted with children using approved child guidance and youth development techniques. Interacted professionally with staff members, parents, and local installation command personnel. Participated in conferences with parents, program staff, early intervention specialists, and local installation command personnel. Briefed other employees and parents. Noted special instructions provided by parents. Ensured children departed with authorized person according to written parental instructions. Provided opportunities for parental involvement. Developed and maintained open communication and working relationships with both employees and children's families.

• Instructed team members in specific tasks and job techniques; makes available written instructions, reference materials, and supplies. Explained program guidance, procedures, policies, and directives to team members. Resolved problems and conflicts or obtained information and guidance from the supervisor.

• Demonstrated proper work methods and provides work-related guidance to subordinates. Modeled appropriate behaviors and techniques for working with children. Provided on-the-job training and instruction to team members. Ensured team members follow safety, fire, fitness, health, and nutrition procedures and informed supervisor of compliance concerns. Relayed instructions from the supervisor, made activity assignments, and gets the work started in accordance with daily activity plans. Provided input to the supervisor as requested concerning promotions, reassignments, performance evaluations, incentive awards, etc.

• Observed program participants for signs that may indicate illness, abuse, or neglect and reports as directed. Sets up displays and bulletin boards. Arranged for and served appropriate snacks or meals where applicable.

• Inventoried equipment on a recurring basis and recommends replenishing damaged, missing, and depleted supplies. Secured supplies, equipment, and facilities. Collected, maintained, and reported program participation data.

• Used designated evaluation materials to ensure assigned area is in compliance with, DoD, and local installation command baseline standards and metrics. Ensured assigned area achieves and maintains standards for DoD certification and national accreditation or equivalent. Provided care and supervision to children ranging in age from 6 weeks to 18 months.

• Provided care and supervision, oversight, and accountability for program participants in compliance with DoD, Army, and local installation command policies, guidance, and standards.

• Completed training requirements using approved OSD and Service materials to include designated training modules. Ensured compliance with law, policies, and regulations applicable to DoD CY programs. Child and Youth Program Assistant

Ft Drum CYSS, Po Valley – Fort Drum, NY August 2015 - December 2015

• Worked in ratio with various age groups of children, ensured that daily schedule was followed, and activities were offered per the lesson plans.

• Communicated child's needs to fellow classroom employees, conducted written observations for children and input them in to Teaching Strategies, utilizing that information to develop individualized lesson plans for primary group of children and during parent conferences.

• Worked with trainers and supervisors to develop behavior plans and ensured implementation.

• Assisted in kitchen as needed.

• Developed list of essential supplies and equipment for submission to supervisor for review and purchase.

• Interacted with children and youth using approved child guidance and youth development techniques. Child and Youth Program Assistant

Fort Riley CYSS – Fort Riley, KS October 2013 - June 2015

• Worked in ratio with various age groups of children, ensured that daily schedule was followed, and activities were offered per the lesson plans.

• Communicated child's needs to fellow classroom employees, conducted written observations for children and input them in to Teaching Strategies, utilizing that information to develop individualized lesson plans for primary group of children and during parent conferences.

• Worked with trainers and supervisors to develop behavior plans and ensured implementation.

• Assisted in kitchen as needed.

• Developed list of essential supplies and equipment for submission to supervisor for review and purchase.

• Interacted with children and youth using approved child guidance and youth development techniques. EDUCATION

Bachelors of Science (Human Development and Family Studies) The University of Alabama Tuscaloosa, AL December 2020 GPA: 3.2/4.0

Related Coursework: Life Span Human Development, Child Development: Infant/Toddler, Child Development: Preschool, Child Development: Adolescence, Family Relationships, Developmental Prospective of Young Children with Disabilities, Curriculum Planning in ECE I, Curriculum Planning in ECE II, Program Evaluation, Working with Families, Administrating Child Centers & Programs

Associates in Liberal Studies (Early Childhood Concentration) Barton Community College Great Bend, KS December 2016 GPA: 3.45/4.0

Related Coursework: Early Intervention Birth-Five, Social Emotional Development, Foundations of Modern Education, Child Abuse & Neglect, Preschool Language & Literacy, Preschool Child CERTIFICATIONS

Serv-Safe Manager Certified, NACI Cleared, First Aid/CPR Certified, Operation Excellence Customer Service Training, Leadership Training, Emotional Intelligence Training, CDSO Training, Fire Warden Training, CYMS Training, Supervisor Development Course, GPC Cardholder Trainings, Basic Funding training REFERENCES

Stacy Whittle – (573) 596 – 0239 (Supervisor)

Laura Manganaro or Amanda Kandare – (315) 774 – 4831 (Supervisor) Elizabeth Peterson – (785) 239 – 4848 (Supervisor) Nicole Barnes – (785) 239 – 4846 (Trainer)

Tara Hill – (785) 239 – 4978 (Supervisor)

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