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Children and Family Services Quality Assurance Specialist Resume Example

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CHILDREN AND FAMILY SERVICES QUALITY ASSURANCE SPECIALIST
Professional Summary

Deliver proactive support on key administrative matters to promote productivity across departments.

Recognized for knowledge and leadership skills.

Successful setting schedules, training new staff and monitoring safety procedures. Reliable, hardworking and devoted to satisfying needs of different individuals with varying skill levels and interests.

Diligent Lead Staff with the ability to inspire and motivate teamwork for achieving goals. Sound understanding of performance metrics and team building. Encouraging and hardworking with the ability to evaluate results and provide feedback in a timely fashion.

Fantastic critical thinker with great memory and ability to efficiently organize vast amounts of data. Great at performing internal audits, conducting investigative reporting and transcribing information.

Skills
  • Program Goals
Work History
Children and Family Services Quality Assurance Specialist01/2018 to Current
Public Consulting Group – Little Rock, AR
  • Conduct complex child and family services case reviews to examine state's Child Welfare Agency record and adherence to stringent federal and state requirements regarding children, youth and families involved in child maltreatment services.
  • Obtain full understanding of what occurred that affected child and family outcomes in specific cases through interviews children, youth, parent/caregivers, foster parents and caseworkers.
  • Identify systematic issues, tends and provide guidance to Agency for continuous quality improvement.
  • Write annual analytic reports based on interviews and documentations to amplify Child Welfare Agency strengths and areas in need of improvement during specific period under review.
  • Provide analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
  • Perform standard inspection of first article, first pallet and random sampling inspection to customer standards.
  • Develop statistical reports, including analysis for leadership team and for quality improvement program outcomes reports.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
Executive Assistant / Juvenile Division Coordinator01/2006 to 01/2018
Administrative Office Of The Courts – Little Rock, AR
  • Offered program planning and assisted Arkansas' 12 juvenile drug treatment court (JDTC) programs with needs assessments.
  • Arranged and facilitated ongoing best practice and continuing education to multi-disciplinary court professionals.
  • Audited JDTC fidelity to published national standards.
  • Reviewed JDTC data to create quarterly reports and held quarterly in-person meetings with JDTC teams.
  • Conducted program evaluation and technical assistance to JDTC.
  • Assisted in policy development with statewide validated risk and needs assessment for juvenile delinquency.
  • Managed developers to create intuitive, user-friendly case management system to interfaced with state complex court system.
  • Oversaw and processed reimbursements out of $2.1 million annual budget allocated to attorneys in dependency-neglect proceedings.
  • Applied and awarded $400,000 grant from Office of Juvenile Justice Delinquency and Prevention.
  • Certified reimbursement request from 72 counties for $3.5 million appropriated for juvenile officers' salary.
  • Analyzed policy issues and prepared legislative summaries.
  • Provided office management and executive administrative support to Director of Arkansas Court Services.
  • Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel as point of contact for office.
  • Oversaw expenditures and worked with accounting department to manage budgets.
  • Kept projects on schedule by managing deadlines and adjusting workflows as needed.
Call Center Customer Service Supervisor03/2000 to 03/2005
Transamerica Worksite Management Insurance Agency – Little Rock, AR
  • Gathered information regarding insurance products, group billing and agent commissions during merge and acquisition.
  • Analyzed complex accounting systems to obtain comprehensive picture of what to keep, change, normalize or assimilate post-merger.
  • Collaborated with others to frame effective policy approaches and develop comprehensive training manual.
  • Evaluated calls to assess individual customer service performance.
  • Maintained cheerful outlook and collaborative work environment to build mutual respect and trust.
  • Performed ongoing customer service representative performance reviews and evaluations.
  • Coached and developed employees to meet targets or move bar to improve performance.
  • Reviewed complex group billing records to resolve any unaddressed concerns customer service billing issue.
  • Provide opportunities for ongoing training and professional development to 8 customer service representatives.
  • Identified and promoted employees that welcome more responsibility and demonstrate advancements in professional skills and knowledge.
  • Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Entered customer interaction details in database to track requests, document problems and record solutions offered.
Education
Executive Master of Public Service : Public Service 08/2020University Of Arkansas Clinton School Of Public Service- Little Rock, AR
Bachelor of Arts: Speech Communication2006University of Arkansas at Little- Little Rock, AR
Accomplishments

    Innovation of the Year Award 2017 Nominee

  • Collaborated with team of three in the development of Juvenile Drug Court Case Management System.
Certifications
  • Certified Court Manager, National Center for State Courts - 2010- 2012
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Resume Overview

Companies Worked For:

  • Public Consulting Group
  • Administrative Office Of The Courts
  • Transamerica Worksite Management Insurance Agency

School Attended

  • University Of Arkansas Clinton School Of Public Service
  • University of Arkansas at Little

Job Titles Held:

  • Children and Family Services Quality Assurance Specialist
  • Executive Assistant / Juvenile Division Coordinator
  • Call Center Customer Service Supervisor

Degrees

  • Executive Master of Public Service : Public Service 08/2020
    Bachelor of Arts : Speech Communication 2006

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