Trauma-Informed Criminal Justice Case Manager

SUSANNA DIAZ Mission, TX ***** 210-***-**** *************@*****.*** Bilingual

(English / Spanish)

PROFESSIONAL PROFILE Dedicated, trauma-informed Case Manager and Criminal Justice professional with 15 years of experience delivering high-impact advocacy, intensive caseload management, and crisis intervention for vulnerable populations. Proven expertise in federal regulatory compliance, home study evaluations, individualized service planning, and multi-agency coordination across refugee resettlement, veterans' affairs, probation, and residential rehabilitation.

CORE COMPETENCIES

● Case Management & Intake: Individualized Goal Planning, Home Studies, Post-Release Services (PRS), Needs & Risk Assessments

● Regulatory Compliance: Federal/State Database Tracking, ORR Guidelines, Legal Documentation, Court Testimonies

● Crisis & Rehabilitation: Trauma-Informed Care, De-escalation, Substance Abuse Support, Housing Placement, Resource Navigation

● Client Advocacy: Refugee Resettlement, Homeless Veteran Outreach, Inter-Agency Liaison, Multi-Disciplinary Collaboration

RELEVANT CASE MANAGEMENT & CRIMINAL JUSTICE EXPERIENCE RAICES — San Antonio, TX Case Manager / Refugee Specialist 08/2024 – 02/2025

(Promoted from Temporary to Full-Time Case Manager in 11/2024; federally defunded grant closure)

● Delivered comprehensive, trauma-informed case management and legal tracking for incoming refugees, asylum seekers, and displaced families.

● Conducted intake assessments, pre-arrival logistics, emergency housing coordination, and basic needs enrollment under rigid program timelines.

● Mapped community resource networks and served as an inter-agency liaison connecting clients with medical, psychological, and legal aid providers. Lutheran Immigration and Refugee Service (LIRS / Global Refuge) — San Antonio, TX Bilingual Case Manager 07/2021 – 11/2021 & 05/2022 – 05/2024

● Managed a rolling caseload of up to 40 individuals monthly, conducting thorough assessments and maintaining 100% data integrity in federal databases.

● Executed comprehensive Home Studies and Post-Release Services (PRS) to assess sponsor suitability and safeguard child welfare during family reunifications.

● Formulated and monitored individualized service plans, safety evaluations, and long-term integration goals in accordance with federal standards.

● Collaborated closely with legal stakeholders, community partners, and government agencies to ensure seamless service delivery.

American GI Forum National Veterans Outreach — San Antonio, TX Case Manager / Outreach Specialist 11/2021 – 05/2022

● Directed outreach and case services for eligible homeless, low-income, and unemployed Texas military veterans.

● Coordinated emergency housing placements, transitional shelters, substance abuse programs, and public assistance benefits.

● Designed tailored self-sufficiency goal plans, facilitating job training and workforce reentry to reduce long-term welfare dependence.

BCFS Health and Human Services (ORR Division) — San Antonio, TX Case Manager / Crisis Intervention Specialist 07/2018 – 07/2021

● Handled crisis intake, family tracking, and resource allocation for refugee populations within a high-security environment.

● Executed rapid de-escalation and crisis stabilization for individuals in acute distress, connecting families to mental health and emergency services.

● Maintained active liaison with immigration courts, legal representatives, and social service stakeholders to expedite case resolutions. Hidalgo County Adult Probation — Edinburg, TX Adult Probation Field Officer 04/2016 – 04/2017

● Supervised an assigned caseload of adult probationers, enforcing court-mandated conditions of release and rehabilitation mandates.

● Executed unscheduled field checks, performed compliance audits, prepared formal legal progress reports, and delivered expert courtroom testimony. Hidalgo County Substance Abuse Facility — Edinburg, TX Assistant Supervisor 05/2014 – 04/2016

● Supervised daily facility operations, shift personnel, and resident safety within an intensive 24/7 rehabilitation facility.

● Developed operational work plans, evaluated team performance, led participant intake interviews, and monitored adherence to program rules. La Villa Federal Detention Center — La Villa, TX Correctional Officer 03/2013 – 12/2013

● Enforced institutional security protocols and managed direct custody of inmates in a high-stress federal facility.

First Source / McAllen Medical Center — McAllen, TX Patient Access Representative / Financial Counselor 02/2012 – 02/2013

● Screened uninsured and low-income patients for Medicaid, county assistance, and hospital charity care programs.

● Verified legal documentation, conducted financial eligibility interviews, and completed secure record-keeping.

ADDITIONAL PROFESSIONAL EXPERIENCE

● Lead Department Assistant (Contract) San Antonio Water System (SAWS) 02/2026

– 04/2026 Managed operational data tracking, documentation workflows, and municipal regulatory compliance.

● Leasing Specialist (Contract) San Antonio Housing Authority 05/2025 – 11/2025 Conducted tenant file compliance audits, managed rent agreements, and performed property inspections.

● Market Loss Prevention Investigator CVS Pharmacy 04/2017 – 11/2017 Conducted internal investigations and threat assessments across 20 retail locations in tandem with law enforcement.

● Fraud Risk Specialist Citibank 04/2018 – 07/2018 Analyzed high-risk accounts and performed root-cause investigation on active fraud claims. EDUCATION

● Bachelor of Science in Behavioral Science Purdue University

● Associate of Science in Behavioral Science Kaplan University

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