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Quality Assurance Specialist/Business Support Analyst/Lead Worker/CFSR Mentor Resume Example

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QUALITY ASSURANCE SPECIALIST/BUSINESS SUPPORT ANALYST/LEAD WORKER/CFSR MENTOR
Summary

Talented Social Services Analyst and team leader offering 16 years of success in Social Services environments. Strategic thinker with Child Protective and Foster Care services proficiency. Offers proven ability to build effective teams and supportive services. Committed to identifying and leveraging opportunities for growth. Certified in Child Welfare, Forensic Interviewing, and SAFE Home Studies.

Skills
  • Articulate
  • Call center
  • Consultation
  • Counseling
  • Customer service
  • Meetings
  • Policies
  • Staffing
  • Supervision
  • Technical assistance
  • Documentation and materials
  • Improvement recommendations
  • Best practices and methodologies
  • Mentoring and training
Experience
Quality Assurance Specialist/Business Support Analyst/Lead Worker/CFSR Mentor
Atlanta, GARegion XIV DFCS/Dec 2012 to Current
  • Conduct internal case reviews, ensuring a consistent and high level of service was being delivered in accordance with federal and state laws as well as agency policies.
  • Reviewed child welfare cases and analyzed child welfare outcome data, closely monitoring child welfare caseloads and overall trends.
  • Provide Supervision to Case Managers, Supervisors, and Social Services Administrators in Child Welfare Cases.
  • Assists with field case management when necessary.
  • Provided technical assistance, guidance, and consultation through case staffing, participation on policy and practice work groups.
  • Completed Solution Based Casework(SBC) training .
  • Conduct trainings on policies, procedures, and practices as needed.
  • Mentor Supervisors as it relates to CFSR outcomes.
  • Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
  • Set up, optimized and enforced consistent document management guidelines.
  • Certified in SAFE home study assessments.
  • Eliminated learning gaps and effectively instruct social services case mangers and supervisors by using teaching aids and motivational strategies.
  • Collaborated with others to discuss new trianing opportunities.
Social Services Lead Worker
Lawrenceville, GAGwinnett County DFCS, Child Protective Services Investigations/Family Preservation/Dec 2005 to Dec 2012
  • Supervised the unit of 4-7 case managers in the supervisor's absence.
  • Certified as an expert in forensic interviewing.
  • Assigned, administered and monitored social work cases of more than 15 individuals and families successfully.
  • Worked closely with public child welfare system staff, supervisors and court personnel to identify and mitigate barriers to timely permanency.
  • Facilitated supportive services and counseling for family members to address special concerns and ease transition during home visits.
  • Functioned as treatment team member, interpreting social, emotional and family system problems and strengths to other members.
  • Performed ongoing monitoring of care plans to evaluate effectiveness, documenting interventions and goal achievements and suggesting changes accordingly.
  • Presented clients with information, referrals and assistance accessing resources such as food, housing and transportation.
  • Advocated for clients' best interest in school settings, at juvenile court and in other systems that interfaced with client and family.
  • Liaised between clients and community agencies to arrange assistance in housing, education and child care for clients.
  • Acted as role model for clients by exhibiting positive behaviors.
  • Reported results of investigations with written observations and photographs, and produced final reports.
  • Interviewed subjects, targets and witnesses for information verification and corroboration.
  • Testified under oath in administrative hearings and criminal court cases.
  • Documented details of investigations, including expenses incurred and hours spent, to complete assignment billing.
  • Remained composed and calm when interacting with individuals, taking into account that children and families were involved in high-stress situations.
  • Documented case information by completing forms promptly and filing with appropriate agencies.
  • Investigated each child's living environment to determine whether home was safe or presented risks.
  • Conducted in-depth interviews with various parties, including children, guardians, doctors, nurses and law enforcement to gain insight into each individual case.
  • Developed and executed plans to remove children from homes where abuse or neglect had occurred.
Juvenile Correctional Officer I
Atlanta, GAGeorgia Department of Juvenile Justice, Metro Regional Youth Detention Center/Jun 2004 to Dec 2005
  • Provided crisis, on-site intervention and counseling for youthful offenders assigned to the institution.
  • Provided a safe, secure and clean environment for the youth in custody without endangering private citizens, other residents, staff or property.
  • Implemented defensive tactics and physical restraints to maintain safety and security of Juvenile detention facility.
  • Maintained correct physical head count at all times.
  • Maintained appropriate control, security and well-being over those detained.
  • Supervised activities of adolescents in residential setting.
  • Monitored inmate behavior to prevent crime, escape attempts and other dangerous activities.
  • Attended regular trainings and maintained appropriate certifications.
Customer Service Supervisor/Trainer
Charlotte, NCMetro One Telecommunications/Apr 2001 to Jan 2005
  • Provided enhanced customer service in an articulate, friendly, and timely manner.
  • Supervised and trained a team of 5-10 call center floor operators.
  • Implemented new ways to improve customer services through meetings with all levels of staff.
  • Achieved commendations for providing top-quality customer service.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Responded to in-person and online customers to improve company customer service ratings.
  • Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
Education and Training
Master of Science: PsychologyUniversity Of PhoenixMay 2009Atlanta, Georgia
Bachelor of Arts: Sociology, CriminologyWinthrop UniversityDec 2002Rock Hill, SC
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Resume Overview

Companies Worked For:

  • Region XIV DFCS
  • Gwinnett County DFCS, Child Protective Services Investigations/Family Preservation
  • Georgia Department of Juvenile Justice, Metro Regional Youth Detention Center
  • Metro One Telecommunications

School Attended

  • University Of Phoenix
  • Winthrop University

Job Titles Held:

  • Quality Assurance Specialist/Business Support Analyst/Lead Worker/CFSR Mentor
  • Social Services Lead Worker
  • Juvenile Correctional Officer I
  • Customer Service Supervisor/Trainer

Degrees

  • Master of Science : Psychology
    Bachelor of Arts : Sociology, Criminology

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