Highly-energetic EARN Program Manager excelling in client support, program development and complex problem solving. Comprehensive background includes providing case management services to adults who participate in Temporary Assistance for Needy Families (TANF). Proactive, performance driven professional with 3+ years' progressive expertise in leadership and problem solving for both state and local government. Genuine team player committed to managing operations and projects while contributing to successful revenue.
Promoted to Program Manager after seven months of employment with EDSI. Oversaw the progression of EARN program from a status of probation to current status as the number one performing EARN office for EDSI and for the state of PA.
Meet and surpass state guidelines for performance of program. Maintain state required job placement, retention, and activity compliance performance rates. Analyze and understand labor market information. Recognize and implement changes for improving program. Establish professional working relationships to develop community support. Day to day management of office operations. Address human resource and staff concerns. Ensure that staff and program resources are being utilized appropriately. Communicate with staff to incorporate appropriate concepts/suggestions. Provide positive vision for required changes during program operation. Recommendation of hiring and termination of staff. Prepare necessary reports showing progress of programs and their impact. Make sure clients are able to make the optimum use of programs offered in the community. Aid and support clients to reach the ultimate goal of self-sufficiency.
Assisted in the preparation of project reports as needed (participation, placement, etc.). Accurately completed required documentation for enrollment. Oversaw participant activities and assisted with workshop schedules. Provided consistent and comprehensive case management and follow-up. Provided referrals to appropriate community service or social service agencies when needed. Maintained organized database of clients. Documented all participant contacts and activities in case notes and ensured that post-placement contacts were made as required by specific contract. Shared information with appropriate staff and/or funding agencies. Maintained participant files as specified by contractor. Built a professional one-on-one working relationship with participants to aid in eliminating challenges that were hindrances to obtaining and retaining employment. This includes: assessment, individualized attention and coordination. Ensure participants follow through with planned activities as outlined in contract with funding agency. Help to ensure that positive outcomes and goals are met as required by contract.
Consistently meet and exceed the requirements for quality and Sales of Performance (SOP). Process incoming calls from potential clients; provide clear, concise, information, and knowledgeable information to covert a potential customer into an active policyholder. Educate the customer on the product, its guidelines and state regulations while maintaining a calm and professional demeanor to ensue the ultimate customer experience. Implementing and maintain tools designed to provide current information for pursuing outbound sales. Build working relationships internal/external co-workers to achieve common company goals and objectives. Pursue professional technical knowledge by attending and participating in continuing education classes.
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