Services Specialist Emergency Management
Resume:
Luisa J. Algarin Marquez
Martinsburg, WV 25401
Mobile 301-***-**** or
*************@*****.***
Objective
Seeking employment in a professional setting where I can broaden and expand on the skills, I developed
during over my 25 years of experience with the Federal Emergency Management Agency (FEMA)/ Department of Homeland Security (DHS) as an Emergency Management Specialist at the Virginia National Processing Service Center (NPCS) under the Individual Assistance (IA) Individuals and Households Program (IHP). A professional with high motivation seeking to return to Federal Employment.
Work Experience
Local Hire- Human Services Specialist Bilingual 02/04/2025 - Present
Caller Services and Casework (CSAC) VA -NPSC Zacha Reed
Winchester, VA 540-***-****
$25.45 Hour
Same Duties and Responsibilities Below:
Recommend updates in pre-shift regarding the deletion of the Small Business Administration Specific Business damage question in the Registration Intake Job Aid. Helping new agents in finding Job Aid guidance. Recommend Training related to current situations in live calls.
Local Hire -Human Services Specialist Bilingual 06/18/2024 – 11/15/2024
Caller Services and Casework (CSAC) PR-NPSC Amelia Galarza Rivera
IA-IHP FEMA- DHS Office of Response and Recovery 939-***-****
Guaynabo, PR $22.38 Hour
Duties and Responsibilities:
A multifaceted Bilingual agent with extensive experience within FEMA as an Applicant Human Services Specialist. A strategic thinker with the ability to analyze information, and then devise and implement concrete solutions in response to specific needs in the Human Services division of the Individual Assistance and Households Program (IHP), adhering to Policy and Procedures. An excellent communicator skilled in functioning with individuals of diverse backgrounds and personalities. An innovative and pro-active leader, with proven ability to take decisive action in challenging circumstances needing flexibility and tactfulness. Recognized for thoroughness in executing professional responsibilities with over 25 years within the Federal Emergency Management Agency.
Accomplishments:
Completed Test Trainings: Registration Intake, Helpline, Indexing, Transitional Temporary Shelter, Indexing, Duplicate Investigation and Fema Manual Determination.
Assisted new teammates, answered approximately 20 calls a day, processed on job training over 15 cases a day.
(CORE) Emergency Management Specialist Bilingual 01/01/2010 – 08/30/2022
Specialized Processing Unit VA -NPSC Jason Sumpter
Winchester, VA 301-***-****
$40.00 approx.
Duties and Responsibilities:
A multifaceted bilingual Case Worker and Management Professional with extensive experience within FEMA
as Applicant Services Subject Matter Expert, and Human Services Specialist. A strategic thinker with the ability to
analyze information, and then devise and implement concrete solutions in response to specific needs in the
Human Services division of the Individual Assistance and Households Program (IHP), adhering to Policy and
Procedures. An excellent communicator skilled in functioning with individuals of diverse backgrounds and
personalities. An innovative and pro-active leader, with proven ability to take decisive action in challenging
circumstances needing flexibility and tactfulness. Recognized for thoroughness in executing professional
responsibilities with over 25 years within the Federal Emergency Management Agency.
Accomplishments:
As Bilingual Human Services Specialist at the National Processing Services Center in Virginia, I gained a
higher level of experience not only in processing payments to qualified disaster survivors but also as a
Subject Matter Expert in my field of the Individual and Households Program. Communicated information to
applicants clearly orally and documented applicants file when request for information was required also with
my Peers and Supervisors by e-mail. Assisted with information that is often conflicting or incomplete or
cannot readily be obtained by direct means or is otherwise difficult to document. Think through problems and decisions globally to convey ideas and make applicable recommendations: Recommend pre-shift and guidelines clarification proven on quarterly evaluations. Demonstrated strong organizational skills including time management that is deadline driven and result oriented: proven by the average handling time in casework and willing to work any new assignment. Conducted interviews with disaster survivor’s information into the National Emergency Management System database and registered applicants for disaster assistance through Registration Intake. Assisting individuals in establishing their entitlement to federal benefits and authorizing claims and funds disbursement. Responsible for various types of Federal, State and Tribes programs and providing information. Evaluate benefit program, review and analyze claims decisions rendered from Initial application to Appeals using the Code of Federal Regulation. Advised and explained FEMA publications in English and in Spanish to applicants from disaster specific information when requested by the applicant. Enforced the Robert T Stafford Disaster Relief and Emergency Assistance Act, 44CFR Part 2061. Frequently assigned as Subject Matter Expert (SME) providing guidance and solutions to new Human Services Specialists to resolve case processing to completion. Assisted with Helpline calls providing the disaster survivors with pertinent information related to program regulations and transferring escalated calls from applicants that may not understand how FEMA regulations, standards, policies and procedures are appropriately implemented to meet customer service needs.
(CORE) Human Service Specialist (Bilingual) MDNPSC 09/2008 - 12/2009
Hyattsville, MD Josephine Elliott
(CORE)Human Service Specialist (Bilingual) PRNPSC 07/2008 - 09/2008
From Trujillo Alto, PR Sharon Billings
Traveled to assist Wisconsin Disaster 1768
Worked at DRC and Retail handing flyers about How to Prevent under Mitigation Program Information to Disaster Victims,
Also help in Human Resource with employee webTa Timecards for one month approximately Supervisor Ms. Sharon Billings, currently Deployed in Florida.
(CORE) Human Service Specialist (Bilingual) PRNPSC 06/01/2006 - 04/15/2008
Trujillo Alto, PR Rosemary Cruz
Same Duties Below: 240-***-****
$30k Year Approx.
(DTE) Disaster Temporary Employee 09/25/1998 – 06/01/2006
PR Tele-Registration Center Rosemary Cruz
$8.77 Hr. Approx.
Duties and Responsibilities:
As Bilingual agent learned Registration Intake approximate 25 registrations a day, worked 7 days a week Over Time for Disaster Assistance under the Housing Assistance and Individuals and Family Grant Program (IFG) when the Job Aid was about 90 pages, then took the Helpline Training when it was about 50 pages. Read Pre-shift handled about 30 calls a day depending on the workload and Disaster Activity. Completed FEMA Mandatory Trainings. During down time reported to Supervisor on outdated guidance that needed remove, trend on caller issues.
Casework assigned to most Job-Related Trainings below, completed over 25 cases a day.
Served as Volunteer Subject Matter Expert helping to Train over 50 employees. Participated in Employee Recognition Award Team.
Skills: Excel Sheets, Power Point, Micro Soft Outlook, Fax, Copier, Words, Teams, Adobe and willing to learn any New Project or Task.
Telework Independently Capable.
Education
Emergency Management Institute
All FEMA Knowledge Mandatory Trainings and 346 Certifications
Job Related Training and Certifications
Registration Intake, Helpline, Indexing, Customer Service, Duplicate Investigation, Duplicate Resolution, Temporary Shelter Assistance, Basic Construction, FEMA Manual Determination.
Need Update on Continued Temporary Housing Assistance, Appeals, Pre- Recoup, Recoupment, Special Handling, Special Projects, Triage Inspections, and willing to work any other Duty as assigned.
Associate degree in Secretarial Science Words
Columbia College University
Rio Grande, PR
12/1993
REFERENCES: Available upon request
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