Case Manager Management
Resume:
P R O F E S S I O N A L P R O F I L E
Dedicated and client-focused professional with over 10 years of experience in case management, social services, and family advocacy. Skilled in conducting assessments, coordinating multidisciplinary services, and connecting families to essential resources. Adept at navigating complex social service systems, crisis intervention, and implementing individualized family support plans to enhance self-sufficiency and well- being. Proven ability to maintain detailed documentation, foster community partnerships, and deliver trauma-informed care.
E X P E R I E N C E
Support Service Coordinator
United Health Group – Texas StarPlus- United Healthcare Houston, TX / June 2024 – Present
• Collaborates with interdisciplinary teams to educate 100+ Medicaid members on resources and benefits, managing DME orders and conducting claims assessments, resulting in a 15% increase in member satisfaction.
• Maintains confidential client records in compliance with organizational standards, facilitating effective stakeholder communication and reducing documentation errors by 10%.
• Provides referrals and linkages to internal consultants (e.g., Housing Navigator, Pharmacy Team, Peer Specialist) and community-based providers (e.g., PCPs, specialists, medication-assisted therapy), enhancing service accessibility for members.
• Engages members telephonically to complete comprehensive needs assessments, evaluating medical, behavioral, functional, cultural, and socioeconomic factors, which has improved care plan accuracy by 20%.
Service Coordinator
MetroCare Services-Dallas, LIDDA
Dallas, TX / Dec 2022 –May 2024
• Managed a diverse caseload of 52 clients, ensuring comprehensive support through monthly on-site meetings and regular home visit check-ins.
• Conduct monthly comprehensive home and social assessments for each client's Individual Service Plan (ISP), including health risk evaluations, to identify client needs and develop individualized care plans, improving care plan adherence by 20%.
• Monitored weekly support hours from contracted provider agencies and meticulously documented monthly service utilizations, enhancing resource allocation efficiency by 15%.
• Tracked and analyzed incident reports, collaborating with the team to implement targeted interventions and training, leading to a 30% reduction in critical incidents over six months.
Rapid Re-Housing Case Manager
Harmony CDC, Dallas, TX / Aug 2021 – Nov 2022
• Provided comprehensive case management to 30 individuals experiencing homelessness, successfully securing temporary and permanent housing solutions, resulting in a 90% housing retention rate over 12 months.
• Provided financial literacy for newly housed renter and re-determined rental assistance eligibility in accordance with agency policy and Continuum of Care
(CoC) procedures, ensuring 100% compliance with funding requirements.
• Secured funding from the Dallas Housing Authority for move-in costs and rental assistance, facilitating timely housing placements, and reducing client move-in time by 25%.
• Collaborated with individuals, families, state agencies, community organizations, and property owners in housing searches, equipping homeless and displaced clients with the necessary resources and information to maintain permanent housing, contributing to a 15% increase in client self-sufficiency. E X P E R T I S E
Family Support & Case
Management
Client Advocacy & Social
Service Navigation
Crisis Intervention & Trauma
Informed Care
Communication Resource
Coordination
Mental & Behavioral Health
Confidentiality and HIPAA
Compliance
E D U C A T I O N
MASTER OF SCIENCE IN
MULTIDISCIPLINARY HUMAN
SERVICES
Capella University
March 2016
Post Graduate
Certificate in Social &
Community Services
Capella University
2015
BACHELOR OF ARTS IN
PSYCHOLOGY
Ashford University
July 2012
URSULAFLANAGAN28@GMAIL.
COM
HOUSTON, TX
WWW.LINKEDIN.COM/IN/URS
ULAFLANAGAN
URSULA FLANAGAN
M . S . H U M A N S E R V I C E S
E X P E R I E N C E c o n t i n u e d
Career Specialist-Case Manager
Goodwill of North GA, Atlanta, GA / June 2019 – July 2021
• Counseled clients in career education, personal and professional development, and self-sufficiency, achieving an 80% success rate in client employment placements.
• Served as a community liaison to partnering organizations for professional development and training, establishing collaborations that increased client training opportunities by 25%.
• Delivered comprehensive individual and group career coaching services to over 50 clients, resulting in a 30% improvement in job retention rates.
• Provided case management for individuals with Individuals with Developmental Disabilities (IDD) through vocational rehabilitation services as well as Individuals from community seeking job training and enhancing job skills for employment. Residential Housing Program Specialist
GA Dept. of Community Affairs, Atlanta, GA / Nov 2016 – March 2019
• Managed casework for families and individuals applying for the Section 8/Housing Choice Voucher Program, including determining tenant eligibility, issuing vouchers, and maintaining detailed tenant documentation, resulting in a 20% increase in program efficiency.
• Streamlined housing placements and facilitated voucher transfers while mediating disputes between tenants and landlords, effectively resolving conflicts and reducing complaint resolution time by 30%.
• Delivered prompt and professional responses to client inquiries, fostering clear communication and ensuring a high level of service, as evidenced by a 25% improvement in client satisfaction scores.
• Coordinated with internal teams and community partners to manage and track HUD-Veterans Affairs Supportive Housing (HUD-VASH) program voucher distribution, ensuring accurate documentation and compliance with eligibility criteria.
Grant Consultant - Community HOME Investment Program (1 Year Contract) GA Dept. of Community Affairs, Atlanta, GA / June 2015 – June 2016
• Delivered high-quality customer service to over 200 grantees and citizens seeking assistance through the Community HOME Investment Program (CHIP), earning the Excellence Award for service excellence and exceeding performance targets.
• Managed project timelines and provided technical guidance to ensure 100% compliance with federal regulations and program requirements.
• Processed grant adjustment notices, funding withdrawals, and requests from grantees in rural Georgia, maintaining a 98% completion rate by ensuring timely, accurate transactions and meeting program compliance standards.
• Monitored multiple funding sources, ensuring compliance with program regulations, and collaborated with program teams to develop data-driven funding narratives that improved grant approval rates by 15% through detailed analysis and reporting.
T E C H N I C A L
S K I L L S
Microsoft Office Suite
Presentation
Data Entry and Homeless
Management Information
System (HMIS)
Integrated Disbursement
and Information (IDIS) HUD
Medicaid/Medicare
Eligibility & Benefits
Navigation
Texas Medicaid Healthcare
Partnership (TMHP)
E X T R A
Staffing & Recruitment,
including Volunteers
Develop, Design, and
Maintain Training Solutions
Life Skills Facilitation
Client Assessment & Care
Coordination
Intake Process
Management
Social Services / Career
Placement Assessment
Community Service
Initiatives Family & Youth
Advocacy
Federal and State Programs
URSULA FLANAGAN
M . S . H U M A N S E R V I C E S
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