Operations & Compliance Program Coordinator
Resume:
EBONY LADSON
San Antonio, TX - 210-***-**** - ***********@*****.***
PROFESSIONAL SUMMARY
Experienced Operations and Program Coordination professional with over 15 years of leadership in regulatory compliance, case oversight, benefits management, and cross-functional team coordination. Proven ability to manage complex documentation systems, oversee budgets and scheduling, and ensure adherence to federal and state standards. Oversaw compliance with state and federal regulations within a residential program setting. Highly skilled in administrative operations, interagency communication, crisis management, and quality assurance. Recognized for strong decision-making, professionalism, and the ability to manage high-volume caseloads with accuracy and discretion.
CORE COMPETENCIES
• Program Coordination & Oversight
• Regulatory Compliance (State & Federal)
• Documentation & Record Management
• Budget & Time Sheet Review
• Policy Implementation
• Crisis & Risk Management
Interagency Collaboration
• Staff Supervision & Onboarding
• Process Improvement
• Microsoft Office Suite
• Client & Stakeholder Communication
• Benefits Administration (Medicaid, Medicare, SSI, SSA)
PROFESSIONAL EXPERIENCE
Case Manager/ QIDP - Mission Road Developmental Center
01/2022 – 10/2026
Managed documentation systems to ensure audit readiness and regulatory adherence.
Respond immediately and appropriately to all crisis calls, creating a safe and inviting environment for callers, guardians and clients to discuss their personal trauma.
Provide safety planning for clients and guardians through quarterly meetings and sharing trauma education.
Conduct daily house meetings once a month, assign chores, and facilitate orientation groups for new clients, guardians, and staff.
Maintain accurate records of inventory, service updates, log in and out in the binder, and team leads interaction while collaborating across staff to support daily operations and planning.
Support clients in setting, achieving daily and weekly goals so they can become more independent.
Make sure staff coordinate a daily and weekend schedule of activities for clients.
Attend, schedule and participate in all staff meetings and case review meetings with the supervisor.
Reviewed and approved staff schedules and time sheets to maintain budget compliance.
Prioritize confidentiality for all communications and files regarding clients and agency.
Monitored government benefit programs and ensured accurate reporting and utilization.
Maintain timely and accurate documentation for all clients’ files, complete and report to the Supervisor.
Coordinate with Supervisor to determine the best time to schedule meetings to cover new intakes and support clients, guardians, and families through the process.
Coordinated communication between clinical staff, guardians, and external agencies.
Addressed operational issues to maintain uninterrupted service delivery.
Develop, update, and manage the Individual Recovery Plan (IRP), treatment plan, and crisis plan.
Provide in-home services and travel to clients’ residences, as well as accompany clients to doctor’s appointments, day habilitation centers, or other required community locations.
Responsible for establishing frequency of client supervisory visits.
Cooperates with all staff members in carrying out the overall objective for the agency.
Required to be On Call.
Performs other duties assigned by Supervisor and/or Manager.
Responsible for observation, reporting and documentation of clients’ status.
Case Manager/QIDP - South Texas Community Living, Inc.
07/2018 – 12/2021
Managed service coordination and regulatory documentation for multiple residential programs.
Maintain timely and accurate documentation for all clients’ files, complete and report to the Supervisor.
Supervised onboarding and training processes for new staff.
Coordinate with Supervisor to determine the best time to schedule meetings to cover new intakes and support clients, guardians, and families through the process.
Facilitate interdisciplinary team meetings.
Maintained compliance with program standards and conducted quality checks.
Assisted in emergency response planning and operational oversight.
Improved workflow efficiency through structured scheduling and process monitoring.
Advocate on behalf of clients to ensure appropriate services and supports.
Performs other duties assigned by Supervisor and/or Manager.
Responsible for establishing frequency of client supervisory visits.
Responsible for observation, reporting and documentation of clients’ status.
Cooperate with all staff members in carrying out the overall objective of the agency.
Required to be On Call.
Case Management Specialist - St. PJ’s Children’s Home
072015 – 07/2018
Developed and monitored structured case plans.
Coordinated referrals and external agency partnerships.
Maintained confidential documentation and compliance records.
Provided crisis response support during high-risk situations.
Responsible for establishing frequency of client supervisory visits.
Responsible for observation, reporting and documentation of clients’ status.
Required to be On Call.
Performs other duties assigned by Supervisor and or Manager.
Arrange transportation for residents as needed.
Coordinate with CPS to determine resident intake and support residents and families through the process.
Respond immediately and appropriately to all crisis calls, creating a safe, warm, and inviting space for residents and CPS workers to discuss their personal trauma and court documents.
Attend court appearances with residents and CPS workers.
Register residents into school or work programs.
Provide safety planning for residents.
Service Coordination Specialist - Alamo Area Council of Government
03/2010 – 07/2015
Managed high-volume caseloads with detailed tracking and reporting systems
Coordinated services across multidisciplinary teams
Ensured regulatory compliance and documentation accuracy
Facilitated communication between families, providers, and agencies
Performs other duties assigned by Supervisor and/or Manager.
Monitored government benefit programs and ensured accurate reporting and utilization
Responsible for observation, reporting and documentation of clients’ status
Provide in-home services and travel to clients’ residences, as well as accompany clients to doctor’s appointments, day habilitation centers, or other required community locations.
Contracts Administrator - City of San Antonio Housing & Neighborhood Services
03/2001 – 02/2010
Verified invoice accuracy and purchase order compliance.
Processed third-party payments and maintained contract documentation.
Organized high-volume records for audit readiness.
Delivered consistent customer service while managing financial transactions.
EDUCATION
Wayland Baptist University
Bachelor of Science – Criminal Justice – 2009
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