Customer Service Case Management
Resume:
QUALIFICATIONS
Program Management & Leadership Database & Computer Literacy
Staff supervision, Training & Development Cultural Diversity/Sensitivity
Case Management/Preparation Mediation Services
● Proven ability in fostering relationships with community resources
● Competent in supervising and mentoring a quality and qualified staff
● Experience in providing customer service and cultural diversity training
● Demonstrate exceptional communication skills; able to positively interact with diverse populations
● Strong organizational skills with the ability to maintain precise records
● Well versed in implementing regulations, policies and procedures
PROFESSIONAL EXPERIENCE
FRANKLIN COUNTY JUVENILE AND DOMESTIC COURT Columbus, Ohio
Truancy Supervisor 2019-Present
● Supervises day to day operational and administrative supervision of school truancy diversion program and truancy staff.
● Ensures program quality and compliance with the YEIS program and Franklin County Juvenile and Domestic relations branch.
● Develops and revises new and existing policies and procedures.
● Monitors case flow and assignment for all truancy officers.
● Collaborates with attorneys, court and school personnel and the general public in regards to school truancy laws and court procedures.
● Maintains contract deliverables by carrying a caseload during position vacancies.
● Works closely with the Deputy Director of Program Services and Quality Assurance staff to maintain overall program efficiency.
COMMUNITIES IN SCHOOLS OF CENTRAL OHIO Columbus, Ohio
Site Coordinator 2017- 2019
● Identify potential risk factors for students, families, and communities and take measures to reduce those risks and/or impacts upon student success.
● Analyzed and interpreted business periodicals, professional journals, and technical manuals and State and Federal government regulations.
● Collaborated with community partners, volunteers, and school staff for the delivery of services to students and the school.
● Coordinated the delivery of evidence-based services based on best practice and risk factor research.
● Implemented project management and leadership skills.
● Balanced day-to-day activities while meeting administrative deadlines.
● Attended stakeholders and professional development meetings.
COLUMBUS URBAN LEAGUE Columbus, Ohio
Program Manager 2016-2017
● Managed direct reports and oversaw program staff. Including interviewing, planning, assigning, completing performance evaluations, coaching, mentoring and directing work.
● Collaborated with internal and external programs to assist clients in completing and engaging in work readiness and reentry services.
● Developed project goals and objectives, implemented policies and procedures.
● Compelled organizational best practices and initiatives to ensure compliance, sustainability, viability of program.
● Tracked, analyzed, and synthesized trends in large data sets.
● Continuously met or exceeded work participation rate of 65%.
● Implemented new programming that addressed client barriers to employment and self-sufficiency.
● Ensured staff development was conducted and implemented cross-training for staff development and operational strength.
● Created methods to monitor, review and improve work quality.
● Held program personnel accountable for personal and overall program goals.
COMMUNITIES IN SCHOOLS OF CENTRAL OHIO Columbus, Ohio
Site Coordinator 2015-2016
● Built and led a site team that works closely with school administrators, staff and families to assure all barriers to academic success are eliminated.
● Led the annual school needs assessment process.
● Collaborated with community partners, volunteers, and school staff for the delivery of services to students and the school.
● Coordinated the delivery of evidence-based services based on best practice and risk factor research.
● Facilitated Early Warning Indicator meetings with school staff and community partners.
● Identified and reviewed student areas for growth and strengths in individualized student plans.
● Utilized Learning Circle and CISDM database as tools for data collection and data analysis.
COLUMBUS URBAN LEAGUE Columbus, Ohio
Employment Specialist 2014-2015
● Engaged Work Experience Program participants by providing work readiness, job search, and career development skills in workforce development
● Identified, established, and maintained new worksites of employers willing to support participants in their career development
● Gained a thorough understanding of local workforce development and public assistance job training
● Served as a mentor by providing leadership, counseling, and shadowing of new hires and team members
● Facilitated recordkeeping, time and attendance reporting, ensuring that participants work hours were reported accurately
● Conducted team meetings and conferences with staff and participants on workplace performance
● Maintained accurate, updated information in database and case file in an audit ready state
EDUCATIONAL SERVICE CENTER OF CENTRAL OHIO Columbus, Ohio
Project Keep Engaging Youth (K.E.Y.) 2008-2014
● Worked in collaboration with Columbus City Schools, City Prosecutor, parents, community agencies and juvenile court personnel to reduce the number of chronically truant students.
● Improved attendance in assigned schools by 55% during the second year of the Program.
● Maintained a 90% or higher satisfaction rate among stakeholders.
● Identified youth and family needs through needs assessment and made referrals to community resources.
● Completed truancy packets for filing with juvenile court when continued excessive unexcused absences occurred and behavioral plans not adhered to.
● Conducted Truancy Board Hearings to address attendance, academic and behavioral concerns.
● Accessed district database, office and management information systems to accurately track student academic, behavioral and attendance progress.
● Generated weekly and monthly statistical reports to ensure program funding and audit compliance.
EDUCATION
BACHELOR OF ARTS IN SOCIOLOGY (BA), The Ohio State University
ASSOCIATE OF ARTS IN ARTS AND SCIENCES, Columbus State Community College
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