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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary
Service-focused Human Services Professional with a strong commitment to serving Arizonans in need. 10+ years of Arizona Long Term Care Service case management and Network sufficiency experience. Ability to work on multiple projects under tight deadlines.
Highlights
                  State and federal regulations regarding long term care eligibility in the State of ArizonaDepartment of Economic Security/Division of Developmental Disabilities’, Arizona Health Care Cost Containment System (AHCCCS), Medicaid benefit program for individuals with developmental disabilities  Working knowledge of the AHCCCS Medical Policy Manual (AMPM)Working knowledge of the AHCCCS Contractor Operations Manual (ACOM)Working knowledge of the Division’s Network Development PlanMore than a year of experience in classroom training for newly hired Support Coordinators with the Division of Developmental Disabilities, for two out of the five days SC 101 trainings, assigned to this role as a volunteer in addition to regular responsibilities as a Support Coordinator SupervisorManaging a complex and heavy case load with little to no supervisionSupervised a team of up to eleven Support Coordinators Strong and experienced public speakerExcellent written and oral skills in EnglishExcellent interpersonal skillsFully proficient with the Standard Microsoft Office Suite on both Mac and PC, special emphasis on the use of excel spreadsheets and its various functionsMulti-Lingual: - Write and Speak: English and Dzongkha   -Speak:     Hindi & Nepali                   
Accomplishments
More than a year of experience in classroom training for newly hired Human Service Specialists (Support Coordinators) with the Division of Developmental Disabilities, for two out of the five days SC (Support Coordinators)101 trainings, assigned to this role as a volunteer in addition to regular responsibilities as a Support Coordinator Supervisor.
 
Managed a large and complex case-load while Supervising a unit of Human Service Specialists.
 
Proven ability to change work schedule as and when necessitated.
 
Experience
Executive Administrative Assistant , 2016 to Current
Engility CorporationTX, State,


  • Executive Administrative Assistant - Randstad USA placed with the Division of Developmental Disabilities as a contracted employee Jan 25, 2016 - current Research, analyze data and prepare all materials within the Division to ensure timely completion of AHCCCS deliverables for the Network team per the AHCCCS Contractor Operations Manual (ACOM) Complete research and write drafts of policies and procedures for Network Delivery within the Division Work with the Division's Policy team to finalize Policies and Procedures for Network Update Division forms related to Network as needed and work with the Policy team and District Network Managers to finalize the form/s Complete the monthly NPS/GAP report and analysis for the Division Complete the monthly Residential Expansion Report for Group Homes within the state Provide support/training as needed to the Districts on the NPS/GAP report/s Support the Network Administrator in reviewing and responding to District requests for placement funding/s, including working with Contracts to ensure the uploading of special rates where applicable Support the Network Administrator in the preparation of the AHCCCS Operations Review by researching, analyzing, and categorizing information within the Division's network teams Attending meetings on behalf of the Network Administrator Provide support in keeping the Division's HCBS Waitlist up to date Track all Network assignments coming in from the Districts II.
  • Liaison with the Division's Qualified Vendors in interpreting Division policies and guidelines, and problem solving any situations, Assisting qualified vendors with licensing and certification needs, Interpreting, analyzing and compiling the AHCCCS Non Provision of Services critical GAP report for District East once monthly and providing follow up guidance to the vendors as well as the ISP team, Liaison between the Support Coordinators and Qualified Vendors when necessary to ensure smooth delivery of the services identified in the individualized plan/s, Providing assistance to the District East Network Manager in reviewing Qualified Vendor contracts as well as providing support to the vendors' through the process of getting contracted with the Division, Providing in depth support to the District East Network Manager in completing readiness reviews with Qualified Vendors' Keeping the District East special rates for members placed out of home approved and updated by working with the ISP team, the vendor, and the Division's contracts team, Providing data to the District East Program Manager on the AHCCCS Gap In Service and Non Provision of Service status that includes additional data not on the monthly AHCCCS report, and is program friendly for the ISP team's, Completing direct calls to vendors in District East, Central, and South as needed to support the ISP team/s in ensuring timely delivery of services as per the Individual Service Plan, tracking progress and reporting to the ISP team as well as Central office on a regular basis Assisting the District East Network team as needed.
Habilitation Services Project Coordinator , 2015 to 10/2015
State Of MarylandAllegany, NY,

Liaison with the Division’s Qualified Vendors in interpreting Division policies and guidelines, and problem solving any situations, Assisting qualified vendors with licensing and certification needs, Interpreting, analyzing and compiling the AHCCCS Non Provision of Services critical GAP report for District East once monthly and providing follow up guidance to the vendors as well as the ISP team,Liaison between the Support Coordinators and Qualified Vendors when necessary to ensure smooth delivery of the services identified in the individualized plan/s,Providing assistance to the District East Network Manager in reviewing Qualified Vendor contracts as well as providing support to the vendors’ through the process of getting contracted with the Division,Providing in depth support to the District East Network Manager in completing readiness reviews with Qualified Vendors’Keeping the District East special rates for members placed out of home approved and updated by  working with the ISP team, the vendor, and the Division’s contracts team,Providing data to the District East Program Manager on the AHCCCS Gap In Service and Non Provision of Service status that includes additional data not on the monthly AHCCCS report, and is program friendly for the ISP team’s,Completing direct calls to vendors in District East, Central, and South as needed to support the ISP team/s in ensuring timely delivery of services as per the Individual Service Plan, tracking progress and reporting to the ISP team as well as Central office on a regular basis Assisting the District East Network team as needed

Human Service Specialist II, 05/2012 to 11/2014
State Of MarylandCarroll, IA,
  • Assist families by assessing and preparing an Individual Service Plan that reflects the member’s needs as well as strategies and other family members, professionals, and service provider’s involved in executing, monitoring and evaluating the Individual plan to best serve the consumerLiaison with schools, Regional Behavioral Health Authority agencies/vendors, and other agencies to better serve the needs of member /sTimeliness in documentation, preparing  Individuated Service Plans, Reviews, transfer documentation, progress notes, and Child Family Meeting documentationGather and assess information from various sources i.e., schools, hospitals, doctor’s offices, behavioral health officesEnsure that all reviews are timely and ensure at every review that Division intervention has helped increase family’s ability to care for the member, and that the ISP goals are appropriate in meeting the member’s needsIdentify resources outside of the Division and assist families to gain access to those resources, like Section 8 Housing, Social Security eligibility, conferences/trainings on raising special kids, information on applying for guardianship and transition processesProvide assistance to consumers and their families in navigating the system and its vast resources, to identify those that best suit the needs of every individual member and familyResponding to Incident Reports and any follow up necessaryUpdating Behavioral Health records, medications – their side effects or the absence thereof in the required formats; attending Psychiatric reviews with consumer/families when necessary, attending hospital discharge meetings when neededServe as liaison between other affected agencies, schools and various community groups as required Serve as a liaison between members/families and the Division’s Management teamMaintain the most difficult and complex cases assigned to the unit based on prior experience and requests from families of members’Cover the team as and when needed in the absence of the unit Supervisor 
Human Service Unit Supervisor , 07/2009 to 04/2012
Department Of Economic SecurityCity, STATE,
  • Direct a work unit of Human Service Specialists and support staff to provide services to individuals with developmental disabilities and individuals at risk of developmental disabilities, dually diagnosed individuals  as well as their families/caregivers’Coach and Counsel Support Coordinators’ and support staff to research and resolve issues, assess member needs,  and identify solutions to help achieve goalsComplete staff performance evaluation, and provide ongoing training for all staff including the development of  communication plans and effective teaching tools for staff Lead all resource requirements for the team, including interviewing candidates for positions within the unit as well as other work stations within the DistrictServe as the point of contact for all personnel employee mattersEnsure procedures and administrative rules are followed in fulfilling the mission of the Division as well as ensure continuity in compliance with Federal Medicaid, AHCCCS and DES policy, administrative rules, and federal and state statutes. Serve as liaison between Human Service Specialists, Support Staff and the Division’s management teamServe as liaison between other affected agencies, schools and various community groups as requiredInterpret  State, Federal, and Division policies and guidelines to unit staff, as well consumer/families, contracted vendors’, and other partner organizations/establishments  in the communityCommunicate and interpret areas of policy development or policy revisions based on changes to federal and state law  assuring timely incorporation and or changes in case management strategies. Conduct quality assurance reviews of cases to ensure timeliness and other requirements are met per guidelines set by the Arizona Health Care Cost Containment System and the Division’s policiesReview and maintain accurate computerized records of cases using Microsoft Excel and or Microsoft Word Appropriately assign cases for ongoing Support Coordination. Review and approve services for members’ based on Support Coordinator assessments. Provide first level approval for member eligibility redeterminations, enhanced ratio requests, out of home placements, and behavioral health support services Complete a detailed and categorized statistical report on a monthly basis Provide first level review for any Notices of Action issued by the unit staff and track associated appeal requests Receive, discuss and resolve questions and concerns presented by unit staff; member /families, and contracted vendors Provide  technical advice and assistance to staff regarding developing, implementing or monitoring of member  Individual Support Plans (ISPs)Ensure appropriate follow up regarding all reported incidents Attend meetings with member’s and families upon the request of Support Coordinator or family  to provide additional supportOrganize morale building events for the unit staffDevelop and maintain interpersonal relations with members and families, communicate effectively both orally and in writing  with local Schools, Child Protective Services, Arizona Long term Care Service Office, Independent/Contracted/Qualified Vendors, Vocational Rehabilitation,  Behavioral Health Contracted vendor agencies, Foster Care,  to better serve the needs of member /s and their familiesProvide support to the Division’s training team by taking lead over Day 2 and Day 3 of the Support Coordination 101 five day training for District One in the role of instructor/facilitatorServe as Acting Area Program Manager when asked to, in the absence of the Area Program Manager
Human Service Specialist III, 07/2008 to 07/2009
Department Of Economic SecurityCity, STATE,
  • Serve as Acting Human Service Unit Supervisor  in the absence of a Unit Supervisor  by directing a work unit of Human Service Specialists and support staff to provide services to individuals with developmental disabilities, while maintaining a high case loadManage a significantly large case load with little or no supervisionProvide  technical advice and assistance to staff regarding developing, implementing or monitoring of member  Individual Support Plans (ISPs)Maintain the most difficult and complex cases assigned to the unitInterpret  State, Federal, and Division policies and guidelines to member /families and contracted vendors’Serve as liaison between other affected agencies, schools and various community groups as required Ensure federal, state, and the Division’s requirements are met by assuming responsibility for the most difficult and complex cases assigned to the unitAssist families by preparing an Individual Service Plan that reflects the member’s needs as well as strategies and other family members, professionals, and service provider’s involved in executing, monitoring and evaluating the Individual plan to best serve the memberDevelop and maintain interpersonal relations with clients, families,  communicate effectively both orally and in writing  with local Schools, Child Protective Services, Arizona Long term Care Service, Independent/Contracted/Qualified Vendors, Vocational Rehabilitation, Magellan, other Behavioral Health Contracted vendor agencies, Foster Care,  to better serve the needs of member /s and their familiesAssess the need for Durable Medical Equipment/s and Home Modifications for member’s and follow up to ensure appropriate services/equipment’s are received,Timeliness in documentation, preparing Placement – Profiles, ICAPs, ISPs, Reviews, transfer documentation, progress notes, Child Family Team Meeting documentation, Cost Effectiveness Studies for consumer’s living in group homes, completing Eligibility Re determination in accordance with the Division’s eligibility criterion Ensure that all reviews are timely and ensure at every review that DDD intervention has helped increase family’s ability to care for the member, that the ISP goals are appropriate in meeting the member’s needsResponding to Incident Reports and documenting those in RIMS, progress notes and all other required channelsUpdating and completing the Quarterly Behavioral Health Progress records, medications – their side effects or the absence thereof  in the required formats
Human Service Worker I , 06/2006 to 11/2006
Department Of Economic SecurityCity, STATE, Bhutan
  • Provide assistance to Unit Supervisor in daily clerical tasks:  file transfers, timeliness compliance, correspondences, completing ISP’s, 90 day reviews, CFT’sProvide assistance to Support Coordinators in daily clerical tasks: assist with completing forms of considerable difficulty, documentation; communication process and follow ups with DDD contracted service provider’s and families in seeking services for memberProvide assistance to Support Coordinator’s by picking up/ dropping food boxes to families without means of transportation/deliver augmentative communication devicesArchive and maintain files, including maintaining updated forms.
Human Service Specialist II , 08/1997 to 05/2002
Department Of Economic SecutiryCity, STATE, Bhutan

Assist families by assessing and preparing an Individual Service Plan that reflects the member’s needs as well as strategies and other family members, professionals, and service provider’s involved in executing, monitoring and evaluating the Individual plan to best serve the consumer Liaison with schools, Regional Behavioral Health Authority agencies/vendors, and other agencies to better serve the needs of member /sTimeliness in documentation, preparing Placement – Profiles, ISPs, Reviews, transfer documentation, progress notes, and Child Family Meeting documentationEnsure that all reviews are timely and ensure at every review that DDD intervention has helped increase family’s ability to care for the member, and that the ISP goals are appropriate in meeting the member’s needsIdentify resources outside of DDD and assist families to gain access to those resources, like Section 8 Housing, Social Security eligibility, conferences/trainings on raising special kids, information on applying for guardianship and transition processesProvide assistance to consumers and their families in navigating the system and its vast resources, to identify those that best suit the needs of every individual member and familyResponding to Incident Reports and any follow up necessaryUpdating Behavioral Health records, medications – their side effects or the absence thereof in the required formats; attending Psychiatric reviews with consumer/families when necessaryServe as liaison between other affected agencies, schools and various community groups as required Serve as a liaison between members/families and the Division’s Management team Cover the team as and when needed in the absence of the unit Supervisor

Education Program and Community Development Officer , 08/1997 to 05/2002
Save The ChildrenCity, STATE,
Managed all Education and Community Development projects throughout the districtPlanned and developed child and family centered programs that were culturally suitable while placing the highest priority on the family’s unique needs;Interviewed families and children, eliciting information and gaining insights into their lives to plan for programs that met the needs of the families; Gathered and assessed information from various sources Managed programs and training sessions and incorporated appropriate changes to be child and family friendly in keeping with the organization’s mission and vision to improve the lives of every child and adult served;Designed all programs to meet the local and state governing laws for the protection of individual rights, and in keeping with the policies, and procedures of the organization;Liaison between all stakeholders, in  education and community development to work closely with the Royal Government in their efforts to introduce decentralization by placing planning and implementation choices within the families and communities;Developed individualized lesson plans and co-facilitated the Community Development Training Programs, training more than 500 men, women and adolescents each year in effective methods of decentralization that suited them and their communities the best;  Assessed and identified community resources, suitability of resources and documented progress/changes in a timely manner in keeping with the organization’s as well as local/state requirements;Wrote proposal and gained funding for various Life Skills Clubs Program in 7 schools – kindergarten through 8th grade, benefiting  more than 2000 school going children. Introduced a Life Skills Club as a pilot project in a  local community benefiting more than 100 non-school going children, youths and adults;Interviewed and hired staff to coordinate daily activities within the Life Skills Clubs Program;Developed monitoring and evaluation tools to assess the outcomes of the programs and make sure that all activities were developmentally stimulating, and age-appropriate with achievable and measurable goals and outcomes;Created lesson plans for all Participatory Rapid/Rural Appraisals that served as the introductory phase for all programs (including Health/Economic and Sponsorship Programs);Prepared comprehensive outcome reports, visual reports, and analytical reports for all Education/Community Development Programs in both Dzongkha (National language in Bhutan) and English languages;Organized meetings, conferences and events for the organization;Maintained data for all Education and Community Development Programs;Represented Save the Children/US at various levels of meetings/presentations with partner organizations, departments of the Royal Government and the population served both within the country and in various   South East Asian Countries
News Presenter, DJ, and Host , 06/1996 to 06/1996
Bhutan BroadcastingCity, STATE,
Disc Jockeyed for radio request  programs; Read special bulletins and regular news broadcast;Completed more than eight freelance reporting assignments during special events;Hosted weekend music request shows.
Education
Associate of Arts: Arts, Expected in January 2010
 Mesa Community College - Mesa, Arizona
GPA:
: Sociology, Expected in
Arizona State University - Tempe, AZ
GPA:

Current

Languages
Fluent reading/writing/speaking Dzongkha.
 
Fluent reading/writing/speaking English.
 
Fleunt speaking Nepali.
 
Fluent speaking Hindi.
Skills
 Administrative Assistant, Broadcasting, case management, Excellent interpersonal skills, oral, conferences, Contracts, Delivery, Developmental Disabilities, directing, documentation,  access, excel spreadsheets, Microsoft Excel, Microsoft Office Suite, Office, 2000, Microsoft Word, Report writing,  researching, Research

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School Attended

  •  Mesa Community College
  • Arizona State University

Job Titles Held:

  • Executive Administrative Assistant
  • Habilitation Services Project Coordinator
  • Human Service Specialist II
  • Human Service Unit Supervisor
  • Human Service Specialist III
  • Human Service Worker I
  • Human Service Specialist II
  • Education Program and Community Development Officer
  • News Presenter, DJ, and Host

Degrees

  • Associate of Arts

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