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Skills

  • Recordkeeping and data input
  • Process improvement
  • Case file accuracy improvements
  • Community resource coordination
  • Customer service
  • Benefit application review
  • Conflict resolution in eligibility disputes
  • CCTV
  • Telephone etiquette
  • Supervision

Work Experiences

  • Collaborated with employers, healthcare providers, and community resources to streamline access to assistance programs for clients.
  • Assessed ongoing public assistance needs across a client’s lifespan, with special attention to changes in household composition or income.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Collaborated with employers and healthcare providers.
  • Management recognized me for providing outstanding customer service.
  • Collaborated with healthcare providers.
  • Finished metric of project, which resulted in system.
  • Achieved an overall improvement of 49%.
  • Collaborated with IT support.
  • Accurately identified fraud attempts and discrepancies.

Summaries

  • Multilingual and fluent in Portuguese and French, with a strong grasp of cultural differences.
  • Accomplished Public Assistance Specialist committed to reducing overpayment incidences through ongoing audits, decreasing errors by 45%.
  • Accomplished Public Assistance Specialist.
  • Adjusts eligibility determinations.
  • Achieved 25% client transition off public assistance.
  • Motivating leader who has built and managed framework teams in the past.
  • Individual who is bilingual and dedicated to engaging others and providing exceptional service.
  • Ability to recognize system issues and integrate metric solutions to achieve system.
  • Public Assistance Eligibility Specialist with workflow optimization and vendor management abilities.
  • Team leadership in procedure settings and team leadership in vendor management settings.

Accomplishments

  • Worked cross-departmentally to assess the impact of new policies on public assistance eligibility, ensuring compliance ahead of regulatory deadlines.
  • Contributed to a diversity and inclusion task force to ensure that services were accessible to all applicants, especially those with limited English proficiencies.
  • Decorated for exceptional service for accurately handling high-risk cases and reducing appeals in denied applications by 20%.
  • Collaborated with social services agencies and healthcare providers to streamline benefits delivery for clients, cutting approval time by 36%.
  • Updated the eligibility system for complying with policy changes ahead of deadlines, minimizing disruptions in processing timelines and reducing client wait times.
  • Developed a client satisfaction survey that identified service improvement areas, resulting in a 56% increase in client satisfaction.
  • Completed an operational review project that identified 9 inefficiencies, leading to strategic improvements in application processing times.
  • Collaborated with the IT department to introduce an automated system for tracking benefit applications, reducing manual errors by 72%.
  • Tasked with reviewing complex cases and provided bi-weekly feedback to management on systemic issues, leading to procedural improvements.
  • Achieved reduction in program errors by category by developing detailed on-boarding training focused on error prevention and quality assurance.

Affiliations

  • Participated in training seminars from the Welfare Transition Training Institute, specializing in transitioning clients to independent living.
  • Certified in Regulation Compliance Monitoring by the American Public Human Services Association.
  • Continuous training recognized by the National Workforce Strategies Platform, ensuring cross-functional efficiency between employers and public assistance programs.
  • National Eligibility Workers Association member, participating in policy updates and professional development workshops since 2022.
  • Completed annual continuing education credits with the National Case Management Association, specializing in household composition adjustments.
  • Member of the Public Welfare Association, actively engaging in discussions about policy improvements relevant to public assistance programs.
  • Involved in the Welfare Peer Assistance Network (WPAN), expanding knowledge on national best practices to enhance program delivery.
  • Member of the American Association of Fraud Prevention Professionals, focusing on strategies to identify and mitigate fraud risks within public assistance.
  • Active Membership in National Welfare Fraud Investigators Association (NWIFA), focusing on skills related to fraud detection and case analysis.
  • Certified by the Association of Benefit Processors in time-reduction strategies for high-volume case reviews.

Certifications

  • Certification in Seamless Public Assistance Communication - Boston
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Accredited Public Service Case Manager (APSCM) - Meridian
  • CompTIA Network+
  • First Aid/CPR
  • Human Services-Board Certified Practitioner (HS-BCP) - Center for Credentialing & Education
  • Certified Public Accountant (CPA)
  • Advanced Public Assistance Training (APAT) - Vantage
  • Customer Service Public Assistance Specialization (CSPAS) - Northwind
  • Microsoft Office Specialist (MOS)

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