Detailed-oriented Senior Program Specialist with strong qualities in effective communication, leadership, professionalism, and organizational skills, providing quality customer service and accountability.
Senior Program SpecialistJan 2017 to Current Company Name － City, State
Experience auditing SNAP eligibility based on knowledge of the 310 manual, CFR, and WAC surrounding SNAP quality control.
Strong, written, verbal and interpersonal communication skills and ability to communicate effectively and respectfully with clients, management & peers.
Proficient in Microsoft Word, Outlook, and Excel, Access, ACES, Aces Online and Barcode.
Ability to multi-task and manage several on-going projects simultaneously, self-organize and prioritize unanticipated assignments while meeting deadlines and expected customer time frames.
Ability to maintain high standards of professional integrity and confidentiality.
Perform complex duties in relation to establishing program accuracy through research, analysis and interpretation of state and federal regulations, planning and procedural development and re-determine program eligibility.
Ensure through the SNAP Quality Control Process and case audits, that DSHS/community Service Division (CSD) and other partners adhere to agency policies, federal regulations, and state law.
Perform high volume of Quality Control (QC case reviews of State eligibility case files to assure that the participants received the correct benefits amount as stipulated in Federal law, regulations, agency policy and State options.
Prepare special reports and briefings to alert management to positive trends as well as deficiencies and inconsistencies.
Specialized experience defined as providing regulatory and policy guidance or interpretations of policy to the Supplemental Nutrition Assistance Program (SNAP).
Researching and assessing the application of policy and Federal Laws and regulations to determine applicant eligibility for SNAP, and perform Quality Control (QC) of applicant eligibility determination case file reviews for snap.
Quality Control SpecialistAug 2008 to Dec 2016 Company Name － City, State
Complete high volume Quality Control (QC) case reviews for state eligibility regarding SNAP benefits to assure participants received correct benefit amounts as stipulated in Federal Law regulations and Washington Administrative Code (WAC) by using a collection of automated data information from case files.
Perform independent case studies regarding SNAP focused reviews, including evaluation of procedures based on case records and files, and analyzing data.
Participate in formal management evaluation reviews of state and local program operations setting priorities and adjustments to meet delivery schedules and deadline on assignments and projects.
Researched policies in order to provide guidance, assistance and make recommendations to higher-level managers and stake holders.
Developed effective strategies to conduct studies and resolve problems; ability to communicate concisely and persuasively both orally and in writing, including effectively explaining complex technical and legal material in a manner appropriate to the audience.
Work with managers and supervisors to implement procedures regarding information captured on case reports in order to improve program operations and address priority issues.
Establish good rapport with individuals from diverse backgrounds; ability to work with a high level of independence; ability to function effectively in a stressful environment; and, ability to perform required mathematical computations and analysis.
Assist in preparing special reports and briefings at the end of each review to alert management to trends regarding deficiencies and inconsistencies.
Communicate findings and recommendations in order to facilitate implementation.
Financial Services SupervisorAug 2007 to Aug 2008 Company Name － City, State
Supervise a staff of Financial Service Specialists in gathering information regarding public assistance clients' eligibility for financial assistance, mainly in the Child Care Unit.
Establish unit workloads and quality standards; review and completed eligibility determinations to ensure that appropriate data gathering and verification techniques were utilized and that findings were adequately documented.
Manage the overall flow of work processed by the Working Connections Child Care Unit; review activity reports to ensure that planned unit volume levels are being maintained and that work is being processed within established time limits;.
Plan and direct training of new staff members; plan and coordinate in-service training for staff; encourage continuing interest in increased job effectiveness; Submit reports to the agency management regarding unit operations (example: SSPS Reports; Pending Application Reports, etc.); Make recommendations regarding procedures to accommodate program changes and improvements.
Assign and audit work of financial staff.
Perform complex duties in relation to establishing financial eligibility, rule interpretation, planning, and procedural development; Conduct on-the-job training for financial staff;.
Review and audit case actions for accuracy; detect error trends; identify training needs for each staff member; work within time frame and deadlines which are dictated by program requirements; read and interpret Washington Administrative Code and procedural manuals; attend and complete required training courses as mandated by the agency.
Financial Services Specialist I, II, IIINov 2004 to Aug 2007 Company Name － City, State
Conduct face to face and telephone interview for clients applying for the various programs provided through the local community service office such as Medical Assistance, Basic Food Assistance, and Temporary Assistance to Needy Families, Child Care Assistance, and General Assistance.
Answered questions and explain the review process to the clients.
Determine qualification for state benefits based on client's income eligibility and approved activity.
Review income verification and activity, and ensure that the client(s) meet the State and Federal laws, regulations and guidelines in order to qualify for public assistance programs.
Contact businesses to verify confidential information.
Authorize and document benefits provided for the client.
Issue authorization letter to the client, and communicate the rules and regulations of receiving benefits, review overpayment and prepare payment adjustments for cases.
Provide quality customer service and high confidentiality for clients and state office.
Executive Administrative AssistantNov 2003 to Sep 2004 Company Name － City, State
Exposure to confidential & sensitive issues.
Compose, type correspondence letters; prepare presentation materials for monthly sales meetings using excel, Access and power-point (prepare meeting hand outs including bonuses and employee awards); prepare agenda and itinerary for executive business travel including car, hotel, air reservations.
Review payment and personnel documents prior to remitting for final signature; Responsible for compiling daily sales report and publishing reports on intranet (using Access and GERS to compile report); Prepare monthly target budgets for 47 stores; prepare and hand out monthly memo and target sheets to all store locations in Washington and Oregon; Interact on a daily basis with Sales Associates, Customers and Office Executives regarding questions they may have regarding store procedures, internal sales status (for Executive Officers) and to coordinate conference calls for District Sales Manager & VP of Sales.
Associates Degree, Travel/Hotel/Rail Management1989Edmonds College － City, StateTravel/Hotel/Rail Management
Undergraduate courses, Mangilao Guam1987University of GuamMangilao Guam
Graduate1984Inarajan High School － City, Guam
Medical I & II, TANF, Working Connections Child Care Training, Advance Working Connections Child Care Training, Basic Food Benefits, Basics of Supervision, Harassment Prevention for Supervisors, Proficient in ACES, BARCODE, EJAS programs. Business Correspondence, Computer Training on Apollo, Pars, World Span, System One, Sonic and Amadeus systems
Department of Program Integrity - Staff Engagement Focus Group, 2016
Department of Program Integrity - Diversity Group, 2016
Quality Assurance All Staff Meeting, Committee Member -2011
Department of Social & Health Services - Employee Appreciation Committee Chairman, 2007.
Excel - Windows 98 (level 2), PowerPoint and Microsoft Word from CompuTech training center, Guam (1999-01). Type 106 WPM. In-Flight Training, Class 87-0, Continental Micronesia, Guam, 1987.
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