Human Service Emergency Management Specialist
Resume:
Terroni Anderson
Aubrey, TX *6227
************@*****.***
Citizenship: US
Veterans Preference: 0 Points
Schedule A Candidate
Objective
Analytical Emergency Management Professional, bringing a strong and comprehensive work ethic with 19 years of exceptional customer service experience. My focus is on planning, coordinating, and implementing emergency response strategies to mitigate the effects of natural disasters. This includes preparedness training, managing response efforts during disasters, and aiming to protect lives before, during, and after crisis situations. Work Experience
Emergency Management Specialist 06/11/2024 - Present FEMA CSAC Colby Groseclose
3900 Karina St., 903-***-**** July contract
Denton, TX 76208 40 hrs./w, $46,617/yr.
Duties and Responsibilities:
Developing and executing emergency preparedness, response, and recovery programs to ensure the safety and well-being of communities before, during, and after federally declared disasters. My daily roles include offering compassionate, fair, and respectful support, understanding, and emotional connection to disaster survivors. Coordinating assistance for household programs, timely and reliable information, and mission success in addressing disasters and emergencies are key components of effective disaster management. Providing accelerated federal assistance and support to help save lives, prevent suffering, and mitigate severe damage. Receiving and relaying emergency and non-emergency public safety calls, and consoling disaster survivors, are vital tasks. Analyzing situations and making decisions to ensure payment assistance based on documents submitted by disaster victims is necessary. Referring to outside agencies, entering call records, maintaining logs, compiling statistics, and operating computer systems with guidance from local, state, and federal agencies to help mitigate disaster impacts and facilitate recovery efforts. Developing operational capabilities to save lives and protect properties is a priority. Collaborating with local, state, and federal governments, law enforcement, military, and private agencies ensuring the timely provision of necessities like clean water, food, temporary housing, sanitation, and first aid after a disaster. Advise survivors on documents that can be used to prove identity ownership and occupancy provide guidance on how survivors can upload supporting documents to their disasterassistance.gov accounts. Accomplishments:
Contributed and attained to enhancing community safety and resilience during emergencies by reducing response times, analyzing and assessing emergency management systems, establishing strong partnerships with disaster survivors to provide empathetic and compassionate solutions, responding to over 120 calls daily and solving 90% of survivors' concerns, serving disaster survivors positively, all while maintaining 100% quality assurance feedback, developing and delivering culturally appropriate emergency preparedness materials to diverse communities, and ultimately achieving the greatest accomplishment of converting from a local hire to a CORE- Permanent Full-Time position with FEMA.
FEMA Appeals Current Line of Business:
Duties and Responsibilities: In Appeals, survivors have received letters from FEMA explaining the status of their decision to explain the reason for denial and what may be needed to submit to appeal FEMA’s overall decision providing determination for assistance after a federally declared disaster. In this line of business we address written requests submitted by the applicant once a decision is determined to re-review file again and consider any additional information provided by the applicant to request additional funds for example, additional home repairs
FEMA Manual Determination Case Manager Current Line of Business: Duties and Responsibilities: As a Case Manager, I provide eligibility decisions and appeal guidance for housing assistance to assist individuals in providing reliable information and resources at the right time. I process the disaster survivor’s application and make the decision on verified losses and determine eligibility for disaster assistance based on inspector comments and generated line items once inspection is completed by FEMA Inspectors. In addition, we assess and address a survivor’s unmet needs through a disaster recovery plan, including resources, decision-making priorities, providing guidance, and tools to assist disaster survivors before, during and after all federally declared disasters. Customer Experience Specialist 02/01/2022 - 03/01/2024 Enterprise Holdings Inc. Corey Bell
8008 Herb Kelleher Way 833-***-****
Dallas, TX 75235 40 hrs./w, $31,046/yr.
Duties and Responsibilities:
Welcome customers professionally and promptly, ensuring a positive first impression. Demonstrate expertise in Customer Relationship Management, Contract Management, and Customer Onboarding. Monitor account health and resolve issues efficiently, focusing on renewal and upselling opportunities. Collaborate with stakeholders to optimize the customer experience for large, complex accounts, acting as the primary point of contact to meet all customer needs. Explain rental terms, vehicle features, and optional products clearly, and provide directions, maps, and local information. Handle calls for reservations and inquiries, manage callback calls, and assess rental.
Accomplishments: Achieved customer satisfaction rating of 95% within six months. Maintained 100% customer satisfaction and accuracy consistently contributing to company success. Maintained proven ability to establish rapport with clients and exceed sales quotas. Job Coach 10/01/2020 - 01/05/2022
Mississippi Department of Rehabilitation Ability Works Christina Page 13486 Fastway Ln., 228-***-****
Gulfport, MS 39503 40 hrs./w, $33,280/yr.
Duties and Responsibilities:
I assist clients with mental disabilities in using work for rehabilitation and self-development by assessing their physical and mental skills, interests, and goals. I provide on and off job support to ensure respectful and equal treatment, and success at work. I correct employee behaviors that do not meet accepted work environment standards and recognize performance that meets or exceeds criteria. I determine training requirements and recommend programs to meet clients' needs. Additionally, I handle all incoming business and client requests for information, as well as appointment scheduling and itinerary coordination for both clients and personnel. Accomplishments: Awarded Job Coach of the Year
Office Manager 05/01/2020 - 10/01/2020
A First Name Basis Home Healthcare Lashaundra Anderson 14231 Seaway Rd, 228-***-**** May contact
Gulfport, MS 39503 40 hrs./w, $36,480/yr.
Duties and Responsibilities:
I oversee daily office operations, manage clients, and hire caregivers. I conduct performance reviews, track expenses, and reconcile accounts to maintain accurate financial records. I handle administrative tasks, including onboarding and orientation, and actively recruit caregivers for multiple homecare locations. I ensure smooth office operations in a fast-paced environment, demonstrating organization and resourcefulness. I manage new referrals, ensure accurate data entry, handle daily staffing and scheduling, and maintain dashboards for timely payroll and billing processing.
Direct Support Professional IDD 08/01/2018 - 05/01/2020 Metrocrest Community Rehabilitation Center Tracie Ball 1467 Lemay Dr. Ste 108, 228-***-****
Carrollton, TX. 75006 40 hrs./w, $33,000/yr
Duties and Responsibilities:
I oversee staff supervision, budget management, and program development while ensuring adherence to relevant regulations. I conduct comprehensive assessments of new clients to develop individualized service plans tailored to their needs, monitor client progress, and make necessary adjustments. I facilitate communication between clients, families, healthcare providers, and other relevant stakeholders. Additionally, I provide clinical support, maintain records, and implement individualized case management to enhance the lives of adults with developmental disabilities.
Customer Care 08/01/2012 - 11/01/2014
ADT Security Services Larry Diggins
8880 Esters Blvd., 972-***-****
Irving, TX 75063 40 hrs./w, $35,369/yr.
Duties and Responsibilities:
I monitored and dispatched authorities for residential and small business alarms, handled incoming and outgoing alarm calls, documented alarms, and completed alarm processing per departmental procedures. Additionally, I received inbound calls for alarm callback inquiries, provided reset instructions, and offered basic troubleshooting to customers during both outbound and inbound alarm calls. Dental Assistant 07/01/2010 - 08/01/2012
Paloma Creek Dental Roxanne Falcon
26735 US 380 E. Suite 105., 972-***-****
Aubrey, TX 762277 40 hrs./w, $37,360/yr.
Duties and Responsibilities:
I prepared patients for dental procedures and assisted the dentist during treatments by passing instruments and providing chair-side assistance. I also performed radiography, sterilized equipment, and maintained patient records. Additionally, I managed inventory and ordered dental supplies to ensure proper stock levels, and scheduled appointments to keep the office running smoothly. Accomplishments: Improved patient care by reducing wait times through sufficient scheduling. Mastered dental software proficiency.
Education
Certified Diploma in Dental Assistant Anthem College-Phoenix - Irving, TX August 2007 to June 2009 Some College (Sophomore) in Psychology University of North Texas - Denton, TX August 2001 to May 2003 Associate’s degree in office management American Commercial College-San Angelo - San Angelo, TX May 1995 to June 1997
General High School Diploma in General San Angelo Central High School - San Angelo, TX May 1995 FEMA Mandatory Trainings Completed -Please refer to FEMA APS Profile Completely trained in the following FEMA Lines of Business Job Related Training and Certifications
Graduate Certificate in Helpline Tier Two
Duties and Responsibilities: Accept and handle all transferred calls, handle any questions about fraud or cases marked under review, handle withdrawal requests, reissuing funds not received by the applicant, address duplicate cases, answer recoupment questions, provide detailed information about available assistance to applicants in CBRA/OPA flood zones Group Flood Insurance Policy (GFIP). Graduate Certificate in Helpline Tier One
Duties and Responsibilities: As an EMS we use the helpline to assist Disaster Survivors (DSs) with transitional sheltering to confirm their eligibility. We also provide critical needs assistance, rental assistance, direct housing and assist with lodging expense reimbursement. We use the hotline to record issues with roads and bridges and assist DVs with various other needs such as Funerals, personal properties, transportation/vehicles, medical/Dental, moving and storage and even childcare. The hotline also provides serious needs assistance, displacement assistance and miscellaneous items like generators. Graduate Certificate in Duplicate Investigation
Duties and Responsibilities: Investigate duplicate applications and suspected fraud since FEMA may not provide assistance if another source has already provided assistance. Duplicate is also referred to more than one application filed for a household.
Graduate Certificate in Duplicate Resolution
Duties and Responsibilities: Consolidated data from multiple sources and combined duplicate records into a single record or associate them as unique records. Graduate Certificate in Indexing
Duties and Responsibilities: Document Management and Records Tracking. Uploaded supporting documents submitted to FEMA by disasters survivors to collect sensitive information from applicants to support and attach to applicants case via three methods: fax servers, a contractor upload module, and scanning.
Graduate Certificate in Registration Intake
Involved collecting initial information from disaster survivors applying for Federal assistance following a declared disaster, typically by phone, in-person at a designated site, or online to register them in the system and initiate the process of evaluating their eligibility for aide. like generators.
Gaps between employment can be produced upon request
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