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human services supervisor i resume example with 15+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Professional Summary

Administration professional experienced with optimizing efficiency, productivity and ensuring timely and accurate service delivery to the public that we serve. A highly dependable, ethical, knowledgeable and competent leader that combines advanced organizational skills and business acumen.

Skills

    Proficient in Microsoft Office (Word, Excel, Powerpoint, Outlook)

    Proficient in Benefit Program Software (VaCMS, Data Warehouse, etc.)

    Communication

    Collaboration

    Ability to inspire/motivate

    Leadership Experience

    Problem Solving Abilities

    Decision Making

    Diplomatic Skills

    Interpersonal Skills

    Emotional Intelligence

    Conflict Resolution Skills

Work History
Human Services Supervisor I, 10/2018 to Current
Virginia Beach Department Of Human Services (EBPD)City, STATE,

Oversee daily operations of the Eligibility Benefit Programs Division to include monitoring daily reports, corresponding with unit supervisors and workers, addressing customer complaints, developing correspondence for policy and procedural changes Responsible for monitoring productivity, accuracy and timeliness of eligibility determination and service delivery.


Monitor the division's SNAP AppTrack compliance rates and provides guidance and feedback to staff to ensure timeliness of application processing remains above the state's targeted compliance rate of 97%.


Provide training and feedback to staff in regards to case accuracy to ensure benefits are not only delivered timely but accurately to the citizens of Virginia Beach.


Communicate regularly with the Virginia Department of Social Services (VDSS) Eastern Regional and State Office regarding Quality Control case requests and Quality Control error findings. Work collaboratively and serve in a vital role related to the restructuring of individual units and the division as a whole in order to streamline business operations and processes while also ensuring equitable distribution of cases/caseloads to staff.


Responsible for making recommendations for promotion, discipline, demotion or dismissal. Participate in the progressive discipline process to include drafting and delivering written reprimands and suspension letters, attending pre-disciplinary meetings, and sitting in on personnel board meetings. Complete performance evaluations for my (12) direct reports and review performance evaluations for the direct reports of the (10) Eligibility Supervisors that report to me before issuance to employees.


Communicate with the Virginia Department of Social Services (VDSS) Eastern Regional and State Representatives, to formulate local policy and procedures, offer recommendations for policy changes, and partner with other community agencies and localities to coordinate activities.


Participate in bi-annual Management Evaluation (ME) audits conducted by the state for the Supplemental Nutrition Assistance Program (SNAP) by collecting the requested case information for the auditor, sitting in on Entrance and Exit Conferences, ensuring necessary corrections are made to any cases cited in error, reviewing policy with staff, and completing a Quality Improvement Plan at the conclusion of the ME Review. Participate in annual sub-recipient monitoring audits that are conducted by the VDSS Eastern Regional Practice Consultants for each benefit program area to include Medical Assistance, SNAP, and Temporary Assistance for Needy Families (TANF). Compiles all case information required for each benefit program, corresponds with each Practice Consultant on case reviews conducted during the audit, reviews policy with staff, ensures necessary corrections are made to any cases cited in error, and participates in Entrance and Exit Conferences.


Participate in the development of the annual budget for the division, to include appropriation of funds for overtime and requests for additional positions to accommodate increased caseload counts of existing staff. Develop proposals for budgetary changes by identifying trends across the region and state that result from the implementation of new programs and/or policies that may impact workloads for the division.


Partner with community organizations and other departments in the City to coordinate service delivery to the citizens of Virginia Beach, to include the Southeastern Virginia Food Bank, Salvation Army, The Virginia Department of Public Health, Sentara/New Frontier Venture (NFV), Virginia Beach Emergency Services, Behavioral Health and Developmental Services, Adult Protective Services, and Community Services Act Unit.


Assess and evaluate effectiveness of staff training and development needs; conducts or oversees other mandated training in support of leadership, management or other required training or in other designated program areas.


Facilitate departmental orientation for new hires, All Staff meetings, Supervisor meetings, unit meetings and one on one conferences with staff

Eligibility Worker Supervisor, 09/2017 to 10/2018
Virginia Beach Department Of Human ServicesCity, STATE,

Supervised a team of 9 Medicaid/SNAP workers in the ABD Intake Unit of the Virginia Beach Department of Human Services.


Monitored their caseloads by reviewing each worker's PPIT, Approved List, etc. in VACMS. Assessed the workers' training needs.


Provided guidance and instruction during daily huddles and monthly one on one meetings that are held with each worker.


Conducted performance evaluations. Read cases for accuracy prior to and after authorization.


Utilized the Rushmore Case reading system to keep track of the cases that I evaluate. Served on the HRC Cross Training Committee established by Senior Leadership and the Intake Business Process Mapping group.


Served as one of the agency's point of contacts for AppTrack. Ensured that SNAP benefits were delivered timely and in compliance with federal and state policies. Ensured that Medicaid applications were processed within the appropriate mandated timeframe.


Interim supervisor for the Eligibility Worker Assistant pool, supervised 10 clerical staff members in both Intake and Ongoing.


Assisted Customer Care Unit supervisor with revamping the workflow at the front end by implementing guidelines to govern the unit's processes.


Served as an Interview Panel chair and/or member. Conducted interviews for clerical staff, workers and supervisors. Made recommendations to Human Resources and ultimately to the City Manager for final approval.


Reviewed reports generated by Data Warehouse, VACMS and other systems to monitor the agency's productivity and compliance.


Provided excellent customer service to the public that we serve by being patient and attentive in my interactions, most notably difficult and/or challenging exchanges.

Benefit Programs Supervisor, 03/2013 to 09/2017
Norfolk Department Of Human ServicesCity, STATE,

Supervised a team of eight SNAP/Medicaid workers in the Intake Unit of the Norfolk Department of Human Services.


Monitored their caseloads by reviewing each worker's PPIT, Approved List, etc. in VACMS. Assessed the workers' training needs.


Provided guidance and instruction during monthly one on one meetings that are held with each worker. Conducted performance evaluations.


Read cases for accuracy prior to and after authorization. Utilized the Rushmore Case reading system to keep track of the cases that I evaluated.


Served on various teams and committees established by Senior Leadership to develop and implement monitoring programs. These teams included, but were not limited to, the Transfer Team and the VaCMS Implementation team.


Served as the AppTrack representative for the agency. Ensured that SNAP benefits were delivered timely and in compliance with federal and state policies. Reviewed the AppTrack report daily. Collected the SNAP corrective action forms from the workers and determined which errors are valid. Submitted a weekly report to the Program Supervisor. Submitted the corrective action form to the state via the SPARKS page if the agency was ever out of compliance.


Served as an Interview Panel chair and/or member. Conducted interviews for clerical staff, workers and supervisors. Made recommendations that were forwarded to Human Resources and ultimately to the City Manager for final approval.


Regularly reviewed reports generated by Data Warehouse, VACMS and other systems to monitor the agency's productivity and compliance.


Provided coverage in the event of the Program Supervisor's absence. Served as the TANF AppTrack representative for the agency when my team processed TANF applications. Provided a weekly report to the Program Supervisor.


Provided excellent customer service to the public by being patient and attentive in my interactions, most notably with difficult and/or challenging customer exchanges.

Benefit Program Specialist, 07/2007 to 03/2013
Norfolk Department Of Human ServicesCity, STATE,

Worked in the Intake Department of the Norfolk Department of Human Services. Conducted interviews to gather information to determine eligibility for SNAP, Medicaid, TANF and the General Relief program.


Informed clients of due dates for verifications, their rights and responsibilities and benefit program requirements as recipients of services.


Used math skills and collected required information from various local and state systems to determine applicants eligibility. Performed data entry. Performed systems inquiries prior to processing applications using SPIDER and SVES.


Used the EZ Filer and Laserfiche systems to transfer cases to the ongoing unit upon completion. Received and processed Medicaid applications at CHKD as a city of Norfolk contract employee. Assisted parents with the completion of applications in office and in the NICU, etc. Served as a liaison to CHKD staff to help determine those that would benefit from applying for Medicaid and provided information to clients who had questions about other benefit programs that they were receiving or interested in applying for. Disbursed applications received from applicants who did not live in Norfolk to the appropriate locality.


Provided excellent customer service to the public that we serve by being patient and attentive in my interactions, most notably difficult and/or challenging exchanges.




Education
Bachelor of Science: Finance, Expected in 05/1999 to Hampton University - Hampton, VA,
GPA:

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Resume Overview

School Attended

  • Hampton University

Job Titles Held:

  • Human Services Supervisor I
  • Eligibility Worker Supervisor
  • Benefit Programs Supervisor
  • Benefit Program Specialist

Degrees

  • Bachelor of Science

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