Quality Assurance Service Delivery

CAREN OLSON

Orlando, FL *****.*****@*****.*** 386-***-****

PROFESSIONAL SUMMARY

Accomplished training and program management professional with extensive experience in developing and facilitating impactful training curricula. Demonstrate strategic leadership by implementing innovative programs and enhancing staff effectiveness through tailored education methodologies. Adept at fostering a culture of care and compliance, ensuring quality service delivery in alignment with organizational goals.

AREAS OF EXPERTISE

Curriculum Development & Facilitation Leadership Employee Engagement Data Analysis Learning Management Systems Communication Records Management Discussion Facilitation Employee Performance Management Quality Assurance Interpersonal Communications Operating Budget Microsoft Office 365 Assurance Services

WORK EXPERIENCE

COVENANT HOUSE FLORIDA - ORLANDO, FL

Director of Program Services Jun 2023 - Present

Provide strategic leadership for all Orlando site programs, including supervision of program coordinators, training oversight, and service delivery aligned with trauma-informed care and youth development principles.

Designed and implemented onboarding and ongoing staff training programs, increasing staff readiness and regulatory compliance by 30% over six months.

Conduct ongoing evaluation of youth services using data analysis, surveys, and direct observation to ensure programs are responsive, evidence-based, and outcomes-driven.

Collaborate cross-functionally with Finance, HR, and Grants departments to manage operating budgets, monitor grant utilization, and align program goals with funding requirements.

Facilitate monthly KPI reporting to executive leadership and ensure continuous improvement in service delivery based on trends in denials, compliance issues, and client needs.

Lead crisis response as Administrator on Call, providing 24/7 leadership support to staff during emergencies and high-risk situations.

Represent the organization in community initiatives, speaking engagements, and provider workgroups to advocate for youth services and promote program visibility.

Training & Quality Assurance Coordinator Oct 2019 - Jun 2023

Designed and delivered comprehensive training programs for staff at all levels, aligning content with organizational mission, trauma-informed practices, and care standards for vulnerable youth.

Identified service and knowledge gaps through staff surveys and data analysis, leading to the development of targeted training interventions that improved staff performance and client outcomes.

Created blended learning modules, virtual trainings, and job aids to support 24/7 operations, including specialized onboarding for overnight and shift staff.

Maintained and administered the organization's SAP Litmos platform, ensuring course integrity, compliance tracking, and accurate training records for audits and reporting.

Oversaw quality assurance for data integrity, grant compliance, and client file management, leading initiatives that resulted in a 20% reduction in documentation errors

Supported volunteer and HR teams in developing orientation programs and staff engagement strategies to boost retention and organizational culture.

Compiled and presented monthly, quarterly, and annual reports on training metrics, quality assurance outcomes, and staff development progress to senior leadership.

EDUCATION

Bachelor of Science in Middle Grades Mathematics and Social Sciences Kennesaw State University

Associate of Arts Seminole Community College

LICENSES/CERTIFICATIONS

CPI Non-Violent Interventions Trainer Certification Circle of Security Trainer Certification Mental Health First Aid Certification

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