Experience

Elder Law of Michigan

• United States
• Legal Services
• 1 - 100 Employee

• MiCAFE Network Community Partner Liaison

  • Aug 2015 - Present

  - Support and training for all partner agencies within 15 Michigan counties- Identified expansion opportunities and sought out new partnerships throughout 15 Michigan counties- Served on ELM’s communication, fund development, and training committees, contributing to key initiatives such as: creating ELM’s 25th anniversary campaign, the planning of the annual Call to Justice awards, creation and presentation of “Call Center Best Practices’ and other similar training initiatives for all ELM staff- Researched and identified new funding opportunities for all of ELM’s programs and maintained a grant calendar; provided project management for all grant proposals to ensure appropriate delegation of tasks and timely submission of proposals- Administered complex, multifaceted VOIP phone system for ELM’s 5 call centers and 2 offices; worked in conjunction with the President to minimize phone contract costs while also ensuring that each program’s unique needs were met; selected to be the “voice of ELM”, recording all outgoing messages; built customized phone data reports for each of the 5 call centers and for all individual staff, and assisted ELM leadership with the interpretation of this data

• Manager, National Council on Aging (NCOA) Call Center

  • Mar 2014 - Aug 2015

  - Manage the start-up of a national call center, connecting clients with reverse mortgage counselling services in both English and Spanish- Recruit, hire, and supervise call center staff - Create and implement training for call center staff- Establish procedures for all call center activities (e.g. processing payments, awarding financial assistance, secure handling of personal financial documents, handling credit card disputes, handling of issues/problems with software or outside partners)- Developed practices to ensure appropriate allocation of counselling sessions based on monthly agency quotas- Serve as principal point of contact with the NCOA, and provide support to affiliate counselors and agencies- Gather and analyze call center data (e.g. financial, phone records, client databases) for contract reporting as well as quality improvement



Information Technology Empowerment Center

• Program Coordinator

  • Sep 2013 - Feb 2014

  - Managed ITEC’s adult computer education programs with focus on staffing, student recruitment, and coordination with outside agencies- Lead staff for the iMath program with responsibility for hiring and training tutors, directing and monitoring iMath program coordinators and building supervisors; coordinated with Pearson Education, the Lansing School District, and MSU systems administrators to ensure continual operation of the tutoring application- Promoted ITEC through social media and community outreach; wrote and edited press releases as well as the organization’s newsletters, with responsibility for content, graphics, layout, and web landings- Built strong relationships with community partners (e.g. Capital Area Michigan Works!, Lansing Community College, YMCA, City of Lansing, Boys and Girls Club) to promote, execute, and ensure the success of ITEC programming- Maintained, interpreted, and analyzed student performance data for grant-making agencies



Capital Area Literacy Coalition

• Non-profit Organizations
• 1 - 100 Employee

• GED & Family School Partnership Coordinator

  • Dec 2009 - Sep 2013

  Comprehensive oversight of two of CALC’s core programs, with sole responsibility for program development, management, budget maintenance Comprehensive oversight of two of CALC’s core programs, with sole responsibility for program development, management, budget maintenance



Capital Area Literacy Coalition

• Non-profit Organizations
• 1 - 100 Employee

• Site Supervisor, Family School Partnership Program

  • Oct 2007 - Aug 2009



Ingham Intermediate School District

• United States
• Education Administration Programs
• 200 - 300 Employee

• Substitute Teacher, Evergreen Program & St. Vincent's Home for Children

  • Sep 2006 - Jun 2008



Debbie's Sportsman's Lounge

• Bartender & Server

  • May 2005 - Aug 2007



Levengood Communications Consulting

• Project Facilitator

  • 2000 - 2006

  - Assisted in facilitation of press conferences and press events for nonprofit organizations - Promoted issue advocacy with elected officials and target audiences - Distributed press releases and media advisories throughout Michigan’s major media markets - Assisted in facilitation of press conferences and press events for nonprofit organizations - Promoted issue advocacy with elected officials and target audiences - Distributed press releases and media advisories throughout Michigan’s major media markets