Customer Service Case Management
Resume:
Eva Turner
*****, *** ******* ** • 210-***-**** • ***.*********@*****.***
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Family Support Coordinator, 10/2022 - Current
United States Committee For Refugees And Immigrants - SAN ANTONIO, US Digital Archivist, 02/2022 - 08/2022
BCFS Health And Human Services - San Antonio, US
Summary
Experience
• Provide culturally and linguistically appropriate post placement services and comprehensive case management for UC;
• Complete individualized needs assessments with UC and sponsor, and develop case plans with particular attention to culture, language, and special circumstances;
• Carry a minimum caseload of 25, but not to exceed 40 cases;
• Maintain a high standard of record-keeping according to USCRI and ORR policies and procedures.
• Provide information, education, referrals, outreach, advocacy, and support to ensure that each child receives the services they require;
• Assess the safety and appropriateness of the placement on an ongoing basis using child welfare principles and social work best practices through phone/video calls, interviews, and home visits;
• Build a network of local pro bono legal resources and service providers to facilitate access for UC and sponsors, and track individual progress;
• Coordinate and maintain communication with key stakeholders;
• Participate in regular training and communication sessions with supervisor and headquarters staff; and
• Other duties as assigned by supervisor.
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• Maintained retrievable computer archives and databases
• Selected and edited documents for future disposal Developed organizational systems for newly digitized content to streamline usage
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Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
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Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
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• Juggled multiple projects and tasks to ensure high quality and timely delivery
• Audited files of Unaccompanied minors in the immigration system. C2
English: First Language
Spanish:
Proficient (C2)
Skills
• Bilingual
• Office management
• File management
• Organization
• Communications
• Administrative support
Child Abuse and Neglect
Dynamics
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• Assessments
• Case Management
• Care Plan Intervention
Languages
ET
TVAP/Post Release Services, 07/2021 - 02/2022
Catholic Charities - San Antonio, US
Social Adjustment Services Case Worker, 09/2020 - 07/2021 Catholic Charities - San Antonio
Conducted home studies at the potential sponsor's residence, while the unaccompanied child or youth was still in the care of an ORR shelter; or conducted post-release services where the sponsor and child/youth were to be connected to resources or other child welfare services, as needed following their release from ORR custody
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Conducted 1-2 Home Studies, and oversaw numerous Post Release Services; including complex cases of victims of human trafficking, victims of physical and sexual abuse, disabilities, and sponsors who present a risk to the safety of the child/youth
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Provided direct case management services to clients after family reunification
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Successfully met due dates in the program guidelines for 14-day, monthly and case closure reports
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Reviewed and maintained accurate and up-to-date client file intakes, assessments, and other required paperwork
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Involved in trainings & webinars to better equip oneself in regards to serving clients
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Ensured services are delivered in accordance with agency culture, mission, vision, and values
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Responsible for protecting the confidentiality of any information or material obtained in the service with the organization to include but not limited to client names and information, services rendered to clients, donors names and gifts, internal and external investigations or results of any investigations, and financial information
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Familiar in the state data base, SteadFast, UC Portal, Smart Data, and Charity Tracker
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Provided direct and extended case management services to clients to assist towards the goal of economic and social self-sufficiency
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Services included but were not limited to Texas Health and Human Services, Social Security Administration, and transportation
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Successfully connected adolescent client to local NGOs to assist with ESL, GED classes and donation of new clothing and personal care items
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• Available for other duties as assigned by Director. Worked with client/clients and staff members of other refugee programs to strategize an appropriate service plan and address needs related to obtaining safe and secure housing, clothing, food, transportation, employment, education, medical and mental health care, and legal services
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Provided direct service support and referrals as needed and works together with other refugee programs in areas of housing, employment, job training, education, legal services, counseling, health and emergency in regards to the client/clients service plan
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Ensured that proper assistance is allocated to clients who are served by any Legal Services to include specialty focus on Immigration and Victims of Violence
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Provided direct case management services to clients to assist towards the goal of economic and social self-sufficiency
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• Reported on activities, visits, and special client concerns to the Case Specialist, 04/2015 - 07/2020
ISAP, Bl INC - San Antonio
05/2010
Bachelor Of Science, Education
Hyles-Anderson College, Indiana
Director/Manager and other staff during required staff meetings or as needed
Reviewed and maintained accurate and up-to-date client files, including: intake, assessments, filing and other required paperwork
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Inputted data in the state data base/ClientTrack and Internal spreadsheets for data management
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Ensured effective communication with program staff, peers and agency leadership
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Ensured services were delivered in accordance with agency culture, mission, vision, and values
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Adhered to safety training and protocols on a daily basis, and taking precautionary measures to ensure the safety and well-being of self, others
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Was responsible for protecting the confidentiality of any information or material obtained in the service with the organization to include but not limited to client names and information, services rendered to clients, donors names and gifts, internal and external investigations or results of any investigations, and financial information
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Team member that promoted collaboration and commitment to the Mission and Vision of the organization
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As well as taking solution-oriented approach in interactions and undertakings in program
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• Available for other duties as assigned by Director. Updated and maintained immigration court calendar, responded to inquiries about EOIR court procedures and resolved scheduling conflicts with clients
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• Recognized by management for providing exceptional customer service Provided excellent service and attention to customers when face-to-face, home visits and phone check-ins were conducted
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Worked closely with team members including the Department of Homeland, to deliver project requirements, develop solutions and meet deadlines
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Led the ECMS (Extended Case Management Service) project resulting in clients connecting with NGOs to provide solutions to immediate needs
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Traveled to immigration detention centers in Southern Texas to assist in the release of Undocumented Individuals
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Assisted the Department of Homeland Security with the intense supervision of Undocumented Individuals
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Conducted regular and intensive home visits to ensure the safety and wellbeing of foreign migrants
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Referred clients to community resources to ensure that immediate needs were met.
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Education and Training
Personal Information
Work Permit: Authorized to work in the US for any employer.
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