Eligibility Worker II & Customer Service Specialist

Chelsie Gordon-Gilliam

**** ****** ******** ********* *** Virginia Beach, Virginia 23454

Cell 757-***-****

Email: **************@*****.***

Qualifications:

Provide a high volume of Customer Service (Via email, phone, or in person)

Computer, Keyboarding, and Data Entry Skills (Microsoft Word, Excel, PowerPoint, Outlook) to input data and maneuver through systems (VACMS, MMIS, SPIDER, IBM,VEC, APECS,DMV, Work Number, and SOLQ)

Use of strong Listening and Interviewing skills with client’s to access their need

Provide Knowledge, Skills and Abilities to determine eligibility for assistance all while adhering to policy.

Experience:

May 2014-Present City of Virginia Beach Human Services Virginia Beach, Virginia Eligibility Worker II

Evaluates applicant’s initial and ongoing eligibility for categories of public assistance such as SNAP, Adult Medicaid, Tanf and Family and Children including re- determinations applicants by applying knowledge of agency policies, procedures and laws for public assistance cases; updates data pertaining to the assigned case load by completing and filing all agency forms; makes timely and appropriate entries in case records of all actions taken; performs routine evaluations to verify client eligibility; ensures that documents placed in record are accurate and complete.

Independently conducts face-to-face and telephone screenings, utilizing strong interpersonal skills and established interviewing techniques. Processes information using automated eligibility determination systems including VACMS, ADAPT, Virginia Medicaid Management Information Systems (MMIS), Virginia Employment Commission, Department of Motor Vehicles, and other applicable systems

Assesses customer needs and explains eligibility requirements to applicants and the general public and assists with location and application of community resources to meet customer needs. Evaluates, verifies, and interprets information while applying complex policies.

Provides backup unit coverage in co-workers absence. Train current/new coworkers and work as a team player. Participate in appropriate training sessions to enhance job performance. Provide daily STAT reports of completed cases and trainings

Handle large caseload all while responding to calls, voicemails, emails, walk-ins of clients with their questions and concerns

October 2013-February 2014 City of Chesapeake Toll Plaza Chesapeake, Virginia Toll Collector

Accepted payments for toll access in/out of Virginia and Outer Banks.

Processing payments (Cash/Credit)

Accounting abilities included adding monies/credit slips at end of shift

Input daily STAT reports of transactions for shift November 2011-July 2012 City of Virginia Beach Virginia Beach, Virginia Public Safety Tele communicator I (Dispatcher)

Answer emergency/non- emergency calls of Virginia Beach citizens

Protect Beach officers and rescue during emergency situations

Provided medical assistance to callers while help is enrooted

Run criminal and vehicle checks on suspects using VCIN, NCIC and PISTOL May 2011-November 2011 City of Virginia Beach Virginia Beach, Virginia Clerk II (Part Time)

Helped provide low cost relief assistance to clients with disabilities

Kept and maintained files of clients and workers

Answered calls and responded to call/email inquiries

Maintained payroll of hours worked of employees

June 2009-November 2009 Norfolk Juvenile Courts Norfolk, Virginia Probation Intern/Volunteer

Keyed in personal information into juvenile state computer system

Met with clients and their families to review terms of probation

Did weekly visits to schools, facilities and homes clients

Testified in court of clients compliance to probation March2009-June2009 Springhill Suites Norfolk, Virginia Breakfast Champion (Temporary Assignment)

Cooked and prepared continental breakfast for hotel guests

Stocked and ordered foods for stockroom

Cleaned and sanitized areas according to guidelines

Also set up and served for banquets and weddings/parties July 2007-April 2009 Bayside Hospital Virginia Beach, Virginia Nursing Care Partner

Provided daily care of living for pre and post- surgical patients

Performed daily blood draws, baths, vitals and EKG’s

Transported patient in and out of bed and to and from departments for daily procedures/tests

Recorded daily information on patients chart of procedures and doctor’s orders Education:

December 2009 Associate Degree Applied Science Criminal Justice GPA 3.3 Bryant Stratton College

May 2007 Certificate of Completion as a Nursing Care Partner Sentara School of Nursing

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