Program Operations & Compliance Analyst

RACHEL E. CUNNINGHAM

**** *** ****** ** **********, DC 20011

202-***-**** **********@***.***

PROFESSIONAL SUMMARY

Program and operations professional with 10+ years of experience supporting government and community-based programs through compliance monitoring, program evaluation, stakeholder engagement, data analysis, reporting and operational oversight. Experienced in assessing program effectiveness, monitoring performance outcomes, conducting case reviews, interpreting policies and procedures, maintaining data integrity, and preparing reports for leadership. Skilled at coordinating cross-functional stakeholders, managing complex program activities, identifying process improvements, and ensuring program compliance with organizational and program requirements. Demonstrated ability to analyze complex information, identify trends, develop recommendations and support program goals through data driven decision making and stakeholder collaboration. CORE COMPETENCIES

Program Analysis • Program Monitoring • Compliance & Quality Assurance • Data Collection & Reporting • Performance Measurement • Research & Investigation • Policy & Procedure Implementation • Stakeholder Engagement • Workforce Development • Program Coordination • Process Improvement • Case Review & Documentation • Risk Assessment • Cross-Functional Collaboration EXPERIENCE

Constituent Services Worldwide - Government Contract Agency Case Manager Workforce Development & Program Services Washington, DC April 2023-September 2025

● Managed a caseload of government assistance recipients with behavioral health and intellectual/developmental disabilities, monitoring engagement, progress, and compliance with program requirements.

● Conducted assessments and evaluated participant needs to identify appropriate education, training, and workforce development opportunities.

● Developed and maintained Detailed Individual Responsibility Plans (DIRPs), monitoring progress and adjusting strategies to support program objectives.

● Monitored participant engagement, attendance, and retention metrics to assess program effectiveness and support successful outcomes.

● Conducted ongoing assessments and progress reviews to identify barriers and improve participant outcomes.

● Prepared, organized, and maintained accurate electronic case records, service documentation, and program reports.

● Collaborated with internal staff, government agencies, and community providers to coordinate services and achieve program goals.

DC Department of Human Services - Local Government Agency Assessor Case Manager Washington, DC April 2022-January 2023

● Conducted comprehensive assessments to evaluate participant needs, risk factors, eligibility, and service requirements for the Permanent Supportive Housing (PSH) program.

● Analyzed participant information and documented assessment findings to support program decisions and service planning.

● Maintained accurate records and assessment documentation within OCTO and Housing the Homeless (HTH) database systems.

● Monitored assessment completion and ensured compliance with program policies, procedures, and documentation standards.

● Collaborated with case management teams, housing providers, and community stakeholders to coordinate services and support participant stabilization goals.

● Prepared, organized, and maintained electronic case records to ensure data accuracy, reporting integrity, and program accountability.

● Evaluated participant strengths, challenges, and service needs to support appropriate referrals and resource coordination.

● Tracked participant engagement and assessment outcomes, providing timely updates and documentation to support program operations.

● Utilized strong analytical, problem-solving, and communication skills to gather information, resolve issues, and facilitate service delivery.

Instacart- Retail Shopper and Delivery Service

Customer Operations Specialist Washington, DC January 2019 - April 2022

● Managed customer orders from fulfillment through delivery while maintaining accuracy, timeliness, and quality standards.

● Communicated directly with customers to resolve issues, provide updates, and identify appropriate product substitutions.

● Maintained a customer satisfaction rating of 4.8/5 across more than 2,700 completed orders through consistent service excellence.

● Demonstrated strong time management, attention to detail, and problem-solving skills while working independently in a fast-paced environment.

One Care DC- Mental and Behavior Health Provider

Community Support Specialist Washington DC October 2019-April 2021

● Conducted ongoing assessments to evaluate consumer needs, goals, barriers, and service requirements for individuals with behavioral health and intellectual/developmental disabilities.

● Collaborated with clinical teams to develop, review, and update individualized treatment and service plans to support consumer outcomes and program objectives.

● Coordinated access to housing, healthcare, benefits, and community resources to address barriers impacting consumer stability and independence.

● Provided workforce development services, including employment planning, job readiness support, and career exploration activities.

● Facilitated communication and collaboration among consumers, employers, service providers, and community stakeholders to support successful service delivery and employment outcomes. Next Tier Concepts- Federal Government Contractor

Technical Associate Ft Meade, MD October 2014-November 2015

● Organized, maintained, and managed sensitive records and case materials in accordance with established classification and documentation procedures.

● Gathered, reviewed, and prepared case materials for distribution to appropriate departments and staff reviewers.

● Maintained accurate records of file activity, ensuring data integrity and compliance with organizational standards.

● Researched, retrieved, and analyzed information from records and files in response to authorized requests.

● Reviewed and classified incoming materials to ensure proper processing, storage, and record management.

● Supported administrative operations through document management, data entry, records maintenance, and office support functions.

United States Investigative Services - Federal Government Contractor Background Investigator Washington, DC August 2012-September 2014

● Managed and prioritized a high-volume investigative caseload while consistently meeting contract performance metrics and reporting deadlines.

● Conducted comprehensive investigations by gathering, analyzing, and evaluating information from multiple sources to assess candidate suitability and identify potential risks.

● Reviewed and verified employment, education, military, criminal, and civil records to ensure accuracy, completeness, and compliance with investigative standards.

● Analyzed discrepancies and conflicting information through interviews, research, and follow-up investigations to support informed decision-making.

● Prepared detailed investigative reports, summaries, and supporting documentation for review by management and government stakeholders.

● Interpreted policies, procedures, and investigative guidelines to ensure compliance with federal contract requirements and quality standards..

● Maintained confidentiality and data integrity while handling sensitive personal, employment, and criminal history information.

Try Lock and Associates- Community Consultant Firm Community Outreach Specialist Washington, DC January 2011 – January 2018

● Coordinated community outreach initiatives, presentations, and public engagement activities to support organizational and program objectives.

● Developed and maintained partnerships with community organizations, government officials, and stakeholders to increase program participation and community engagement.

● Assisted with program planning, implementation, and evaluation activities to support operational goals and community-based initiatives.

● Tracked, monitored, and reported participation data, outreach efforts, and program outcomes to support management decision-making.

● Recruited, trained, and coordinated volunteers and program participants, ensuring effective communication and program execution.

● Conducted outreach and resource coordination activities to connect individuals with employment, volunteer, and support service opportunities.

● Collaborated with internal and external stakeholders to identify opportunities for program growth, accessibility, and community impact.

TECHNICAL SKILLS

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) • Google Workspace • SharePoint • QuickBooks • Moodle • Customer Assessment Tracking and Case History (CATCH) • OCTO • Housing the Homeless (HTH) • Electronic Case Management Systems • Database Management • Data Entry & Reporting CERTIFICATIONS

● HIPAA Certified

● Bloodborne Pathogens Training

EDUCATION

Miami International University of Art and Design

Bachelor of Arts Degree in Fashion Merchandising

Miami, FL

Additional Coursework: North Carolina Agricultural and Technical State University Greensboro, NC

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