Case Management Referral Specialist

Della Gonzalez *** Wax Myrtle Lane ***************@*****.***

713-***-**** Houston, TX 77079

OBJECTIVE: To obtain a position where my strong interpersonal, professional and support skills, along with the ability to handle multiple responsibilities simultaneously, will contribute to the success of an agency.

SUMMARY OF QUALIFICATIONS and TRANSFERABLE SKILLS

1.Superior communications skills with the proven ability to devise, manage, and refine a variety of organizational/societal demographics.

2.Detail/schedule-oriented aptitude with the drive and initiative to organize, take charge and facilitate maximum resource productivity.

3.Bi-lingual English/Spanish skills: proven in case management, support services and presentations.

EMPLOYMENT HIGHLIGHTS –

UNITED WAY OF GREATER HOUSTON

211 Lead/Manager, Information and Referral Specialist January 2019 to April 2024

1.Answered inbound calls from 211 Helpline’s Cisco Finesse, in a timely and accurate fashion.

2.Achieved and exceeded on-going satisfaction targets on a daily, weekly and quarterly basis.

3.Attended to daily team needs, including answering helpline questions from a 10-person team.

4.Performed call monitoring, a training tool used to improve specialist and team performance through targeted feedback/coaching.

5.Planned and executed monthly team meeting held for 211 Helpline communication and team-building experience. Provided agenda and minutes for each meeting.

6.Trained interns and other new hires through demonstration and one-on-one training.

7.Represented 211 Helpline as a Trained Agency Speaker at outreach fairs and agencies.

8.Represented 211 Helpline on United Way Houston’s Onboarding Team.

211 Information and Referral Specialist June 2017 to January 2019

1.Answered inbound and crisis calls from 211 Helpline’s Cisco Finesse, in a timely and accurate fashion.

2.Requested statistical and demographic information related to callers to assist in the determination and tracking of unmet needs in the community.

3.Recorded callers’ information into iCarol database and provided accurate referrals to appropriate resources.

4.Placed outbound calls to follow-up with Seniors, 60 and over in Harris County to determine if documented needs were met. Worked with same group to lower unmet needs.

5.Represented 211 at community fairs: included speaking to various sized agencies and audiences.

6.Achieved and exceeded on-going satisfaction targets on a daily, weekly and quarterly basis.

7.Worked with tours and with new hires to demonstrate operation of the work.

ALLIANCE FOR MULTICULTURAL COMMUNITY SERVICES November 2013 to October 2016 Administration Manager/ACA Navigator Houston, TX

1.Supported CEO with all administrative duties, acting as “gatekeeper” with all contact. Coordinated all Board of Directors meetings.

2.Managed all building related items for 5-story building, including maintenance and repair. Supervised 8-member support staff.

3.Directed call center of the agency. Assured coverage in office from 8 am to 5 pm and off-hours, 24 hours per day.

4.Created all marketing and promotional collateral for agency and events.

5.Served as a certified ACA Navigator, referring hundreds of clients who were seeking healthcare choices and enrollment by strict deadlines.

6.Supported huge, unexpected influx of Cuban immigrants as a case manager. Aided clients in obtaining social services, such as food stamps and social security cards and benefits.

7.Represented agency at health fairs and assorted community meetings.

PALMER DRUG ABUSE PROGRAM (PDAP) March 2010 to October 2013

Director of Development and Events Houston, TX

1.Designed, implemented and executed fundraising special events (golf tournaments, theatre events).

2.Searched for potential new donors and convinced them to donate to the organization.

3.Developed strategies to meet fundraising goals as a member of the Development Committee of the Board of Directors.

4.Created policies and procedures which supported all development projects, with a focus on grant writing, donor retention and gift procurement.

5.Maintained donor database and archive of donor data.

6.Created all marketing and promotional collateral for agency and events.

BATTELLE FOR KIDS August 2008 to December 2009 Communications Specialist (Contract) Houston, TX

1.First Houston-based employee of BfK. Assisted in development and sustainment of Houston office.

2.Prepared and edited articles for HISD internal and external publications.

3.Produced award-winning videos with HISD to promote new employee recognition program.

4.Developed and maintained long-range Communication Plan for HISD's ASPIRE and Performance Management program.

HOUSTON BALLET January 2008 to May 2008 Public Relations Manager (Interim/Contract) Houston, TX

1.Executed long range institutional public relations campaigns in national and international press outlets. Established, maintained and nurtured positive and supportive relationships with local, national and international reporters, critics, and editors.

2.Managed all aspects of current public relations campaigns, including creation of materials and placement in all print, radio, television and web media at international, national and local levels of appropriate articles, interviews, performance listings and press releases.

3.Executed promotional appearances of dancers and raised awareness of productions.

SANTA ANA UNIFIED SCHOOL DISTRICT April 1998 to March 2006 Public Information Officer/Communications Specialist Santa Ana, CA

1.Established and maintained close working relationships with parent volunteers, community groups, news media editors and reporters. Close support of Superintendent.

2.Developed employee/volunteer recognition program.

3.Managed Public, Educational, Government (PEG) television channel. Through multi-lingual broadcasts, opened the doors of all schools to the community.

4.Produced and anchored weekly news magazine format television show, local news broadcasts, superintendent’s report and all live, televised Board of Education meetings.

5.Managed television/broadcasting internship program. Trained and supervised five college-age students every semester.

6.Prepared and edited news releases, internal and external publications and promotional materials in English, Spanish and Vietnamese.

EDUCATION - TEXAS A&M UNIVERSITY - College Station, TX, AIRS Certification - 2018

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