Social Services Case Management Specialist

FELISIA BROWN

240-***-**** • ************@*****.***

PROFILE:

Skilled social services and public assistance professional with over 20 years of experience supporting individuals and families through complex eligibility and benefits programs including TANF, SNAP, and Medical Assistance/Medicaid. Excels at communications, problem-solving, and team leadership to drive impactful community partnerships and client advocacy.

● Expert at end-to-end case management, interviewing, verification, and documentation to ensure accurate determinations aligned with policy and DCAS requirements.

● Known for clear, culturally responsive communication and sound judgment; trusted partner to healthcare providers, community organizations, and government stakeholders.

● Recently supported FEMA's Individual Assistance/Public Assistance efforts by guiding applicants through grant processes and resolving eligibility issues.

● Strong background in information technology and public administration, which enhances navigation and optimization of efficient service delivery.

EXPERIENCE:

DEPARTMENT OF HUMAN SERVICES Washington, DC

Social Service Representative April 2003-present

• Optimize workflow and maximize benefits for TANF, SNAP, Medicaid and Qualified Medicare Beneficiary

(QMB), and Aged, Blind, and Disabled (ABD) Medicaid recipients.

• Handle applications and recertifications; conduct eligibility interviews and documentation verification while ensuring adherence to IMA program policies and DCAS guidelines.

• Maintain an even, consistent, and timely workflow while helping beneficiaries receive the following benefits: TANF, SNAP, DC Health Care Alliance and Medicaid, General Public Assistance for children, Burial Assistance, and Interim Disability Assistance.

• Efficiently process applications while maintaining compliance with regulations; guide resolution of key policies and procedural issues.

• Review existing rules and regulations relating to the assigned office and recommend changes necessary for consistency and accuracy. Assists in improving effectiveness in meeting schedules, deadlines,

• Review and verify quality audit reports

FEDERAL EMERGENCY MANAGEMENT AGENCY Various locations Program Specialist December 2023-July 2025

• Coordinated disaster recovery efforts with key stakeholders to ensure timely access to resources for survivors in both Individual Assistance and Public Assistance programs.

• Reviewed and collected documentation to support grants, aiding in accurate and timely fund distribution.

• Identified and resolved eligibility issues in collaboration with leadership, ensuring compliance and efficiency.

• Facilitated discussions on Hazard Mitigation opportunities while promoting proactive measures. FEMA Contact Center Tiers

• Tier 1 (Helpline/General): Handles basic inbound calls, application status checks, and general program information.

• Tier 2 (Specialized/Escalated): Handles advanced case processing, document validation, appeals support, and complex eligibility questions that Tier 1 agents cannot resolve.

• Access: Callers reach Tier 2 by being transferred through the primary FEMA Helpline or via specialized routing for ongoing disaster recovery cases.

NATIONAL MUSEUM OF AMERICAN HISTORY (MIDTOWN GROUP) Washington, DC Weekend Visitor Experience Aide April 2023-December 2025

• Coordinated visitor entry and orientation at Wegmans Wonder place, a children’s play-based learning exhibit, ensuring a safe and engaging experience.

• Welcomed and guided visitors, clarifying health and safety protocols; addressing visitor questions about exhibits and museum facilities.

• Managed entry passes and facilitates access for scheduled groups efficiently.

• Assisted by the Experience Design team with daily program activities. FELISIA BROWN, PAGE 2

TEMPORARY LIVING COMMUNITIES CORPORATION Washington, DC Senior Caseworker August 1999-August 2001

• Managed a team of two case workers and one aide, facilitating both individual and group sessions to boost client engagement and ensure effective service delivery.

• Developed comprehensive family service plans and monitored progress, recommending clients to mental health organizations and tracking outcomes.

• Prepared clients for independent living, enhancing self-sufficiency; provided employment guidance and crisis intervention counseling. Also facilitated referrals to government and community social services. BREAD FOR THE CITY Washington, DC

Representative Payee Case Manager October 1998-March 2000

• Managed Representative Payee services with the Department of Mental Health, assisting clients in overseeing Social Security disability benefits to cover essential expenses including rent and utilities.

• Worked closely with the Department of Health and Human Services to enhance public assistance programs including Medicare and Medicaid while fostering community partnerships to improve service access.

• Coordinated financial management for individuals in mental health treatment, increased access to health services through strategic community partnerships. EDUCATION:

UNIVERSITY OF THE DISTRICT OF COLUMBIA Washington, DC Bachelor of Social Work August 1987

HOWARD UNIVERSITY Washington, DC

Addictions Counselor Certificate June 1989

HOWARD SATURDAY COLLEGE Washington, DC

Computer Science Certificate February 1986-June 1987 KEY SKILLS INCLUDE:

• Customer Service • Community Partnerships

• Project Management • Case Management

• Team Leadership • Public Administration

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