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Skills

  • Cross-functional team collaboration
  • Contract negotiation
  • Mental health and wellness program creation
  • Written and verbal communication
  • Budgets
  • Vendor management
  • Budgeting and financial oversight
  • Negotiating third-party contracts for cost savings
  • Program development
  • Supervision

Work Experiences

  • Answered 11 calls per the past year to help customers with their questions and concerns.
  • Conducted data-driven analysis.
  • Achieved compliance targets of 55%.
  • Coordinated therapeutic programs.
  • Coordinated team development activities and trainings with senior case managers.
  • Achieved a 49% resolution rate.
  • Authored program policies in alignment with state requirements.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved a 78% improvement in response times.
  • Advanced the use of technology in service delivery models.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Committed to developing data-driven partnerships.
  • Skilled at forming strong alliances in order to achieve organizational goals.
  • Well-organized, hardworking, and committed to increasing support to meet growing demands.
  • Analytical and detail-focused Program Manager proficient in monitoring performance metrics and achieving a 78% increase in compliance during key audits.
  • Achieved a 17% decrease in absenteeism.
  • Adept at using feedback from quarterly resident sessions.
  • Adept in planning large-scale residential programs.
  • 14 years of experience in strategic program management.

Accomplishments

  • Directed community outreach initiatives that increased program participation by 55%, achieved at no additional cost to the organization.
  • Reduced transportation costs by 16% through vendor contract renegotiation, enhancing financial sustainability of the service model.
  • Led team through accreditation by process, achieving Six Sigma in 2021, which enhanced program credibility and trust.
  • Developed and implemented a safety protocol resulting in a 20% decrease in incident reports across all facilities.
  • Drove the implementation of standard that improved program efficiency, increasing service delivery speed by 68%.
  • Evaluated and restructured residential support services, leading to a 40% improvement in client satisfaction scores.
  • Introduced a data-driven approach for tracking resident progress, enhancing report generation efficiency by 20% and improving service personalization.
  • Expanded service offerings by entering into 14 new partnership agreements with local mental health providers, benefiting 5 residents.
  • Reduced the need for external contract services by implementing an in-house solution, saving the organization 17% in annual costs.
  • Facilitated quarterly focus groups with residents leading to the introduction of program, improving resident engagement by 36%.

Affiliations

  • Council on Accreditation for Residential Facilities
  • Residential Services Network Chicago
  • Certified Residential Program Manager (CRPM)
  • Association of Group Home Administrators
  • Society for Social Work Leadership in Health Care (SSWLHC)
  • International Association of Administrative Professionals
  • Regional Advisory Committee on Residential Policy Seattle
  • Society for Nonprofit Residential Leaders
  • International Council of Nurses
  • Emergency Shelter Coalition Atlanta

Certifications

  • Performance and Outcome Measures Certification – Council on Accreditation
  • Human Services Management Certificate – Lakeside Partners
  • CompTIA Network+
  • First Aid/CPR Certified
  • Certificate in Strategic Human Resource Planning – initiative
  • Certified Professional in Budgeting and Financial Management (CPBFM)
  • CompTIA A+ Technician
  • Certified Nonprofit Executive (CNE) – National Association of Nonprofit Organizations and Executives
  • Certified Public Accountant
  • Certified HUD Housing Counselor – U.S. Department of Housing and Urban Development

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