Quality Assurance Service Delivery

Mischa Miller, Compliance Specialist

Lauderhill, Florida, 786-***-****, **************@*****.***

SUMMARY Meticulous Compliance Monitoring Specialist with over 12 years of experience in leadership roles within child protection services. Proven expertise in conducting internal audits and quality assurance to align operations with compliance standards. Successfully implemented training programs and developed curricula, enhancing staff performance and service delivery. Recognized for effectively collaborating with various stakeholders to improve operational efficiencies. Eager to leverage analytical skills and hands-on experience to contribute to organizational success. WORK EXPERIENCE

05/2022 – 08/2024 Human Services Manager, Broward County Child Protection Team

Oakland Park, Florida

Spearheaded leadership initiatives and provided oversight to supervisors, intake Case Coordinators, and a quality assurance specialist. Initiated and conducted internal audits to guarantee quality assurance, compliance, and outcome measures were achieved.

Facilitated and conducted meetings to review findings from audits, enhancing casework practices based on the results. Advised on unusual or challenging child abuse and neglect cases through case consultation.

Managed the hiring and staffing processes, training, and professional development for both new and experienced employees. Reviewed and approved performance evaluations for subordinates, providing constructive feedback and completing evaluations for staff under direct supervision.

Assisted in the development and implementation of curricula for the Child Protection Team Academy, training incoming new employees in program protocols.

Formulated job descriptions and responsibilities for newly established positions.

Oversaw and reviewed program scope and services monthly, ensuring alignment with goals and objectives.

Ensured accurate collection and validation of data obtained from business operations, facilitating agency meetings, presentations, and training to enhance service delivery and overall program effectiveness. Cultivated and maintained collaborative partnerships with law enforcement, government agencies, non-profit organizations, and faith-based agencies. Represented the organization at conferences and community meetings to promote inter-agency collaboration.

10/2018 – 05/2022 Human Services Supervisor, Broward County Child Protection Team

Oakland Park, Florida

Supervised Master’s level clinicians in case coordination activities, including specialized and forensic interviews as well as social assessments to evaluate instances of child abuse and neglect.

Oversaw the Quality Assurance Specialist in developing, testing, and implementing audit tools for program monitoring; updated and created policies and procedures; participated in accreditation preparations; and reported findings and recommendations from quality assurance audits to staff and supervisors.

Reviewed written reports from Case Coordinators, advising on assessment techniques and evaluating clinical assessment reports for effectiveness. Provided support and guidance in crisis intervention services for high-risk children and families.

Assigned work, monitored, and evaluated case records to ensure adherence to compliance with procedures and program requirements. Consulted on unusual or difficult child abuse and neglect cases, approving eligibility for recommended services, and coordinated with law enforcement, child protective investigators, and other community agencies as necessary.

Engaged in staff meetings and training sessions as required. Participated in recruitment and employment-related activities, including performance management and disciplinary actions.

Developed and implemented training curricula for the Child Protection Team Academy for new staff.

10/2012 – 09/2018 Ongoing Social Casework Supervisor, Teller County Department of Human Services, Colorado

Woodland Park, Colorado

Collected, analyzed, and interpreted data, making recommendations to the management team to drive best practices.

Functioned as a curricula developer for foster care and kinship providers, as well as caseworker/protective investigator training. Managed staff schedules and established program objectives, supervising recruitment and training initiatives for county-licensed foster care homes. Authored and implemented policies and procedures across various programs and projects.

Coordinated services provided by the Department with other public and private agencies to enhance service delivery.

Prepared and presented data regarding nine programs (including child abuse investigations, ongoing services, kinship, and adoption) to the County Commissioners under direct supervision.

Reviewed budgets on a quarterly basis, advising on necessary services accordingly.

Oversaw all quality assurance and continuous improvement initiatives managed by department staff.

Conducted routine analyses of state and federal performance indicators for program areas, submitting improvement plans to the Director. Executed emergency planning activities for assigned programs and geographical areas.

02/2011 – 10/2012 Intake Social Caseworker, Teller County Department of Human Services, Colorado

Woodland Park, Colorado

Conducted investigations to assess the safety of children at risk of abuse, abandonment, and neglect; referred and coordinated services for affected families.

Educated community stakeholders and families reporting allegations of abuse and neglect regarding State statutes, agency guidelines, and the responsibilities of Child Protective Services.

Provided expert testimony in court when necessary and managed crisis intervention situations.

02/2007 – 02/2011 Child Protective Investigator, Broward Sheriff Office, Broward County, Florida

Plantation, Florida

Executed professional investigations into reports concerning at-risk children and their families, conducting ongoing assessments according to the specifics of each case.

Conducted interviews, risk assessments, and home studies to evaluate raised concerns, determining findings and documenting indications of abuse, neglect, or abandonment in the designated State system. Developed, assessed, and implemented comprehensive case management strategies with families; presented cases of child abuse and neglect to court authorities and determined the admissibility of evidence; managed crisis intervention situations.

EDUCATION

03/2012 – 06/2017 University of Phoenix, Online Doctoral Program Doctor of Management, Organizational Leadership

Phoenix, Arizona

08/2005 – 12/2006 University of Phoenix in Plantation, Florida Master of Arts, Education with a Specialization in Curriculum and Instructions

Plantation, Florida

04/2002 – 07/2005 Florida Metropolitan University in Pompano, Florida B.S., Criminal Justice

Pompano Beach, Florida

SKILLS High emotional intelligence Professionalism Time management Integrity and honesty

Dependability/Reliable/responsible Adaptability

Problem-solving Positive

attitude/motivation/energy/passion

Self-Motivated/Ability to work without

supervision

Multicultural sensitivity/awareness

Loyalty Open-minded

Analytical Creative

Leading Change Leading People

Results Driven Business Acumen

Building Coalition

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