Experience

California Department of Social Services

• United States
• Government Administration
• 700 & Above Employee

• Licensing Program Manager

  • Mar 2016 - Present

  Supervise the workload assignments while increasing the productivity of up to a dozen assigned staff at any given time including training new staff on departmental processes and procedures. Coach staff on productivity strategies, policy updates, and performance improvement plans to accomplish goals. Led staff meetings by providing technical assistance, detailing program updates, milestones, and ending with Q&A. Analyze reports, determine trends, workload fluctuations and backlogs, propose and implement corrective action. Participate in all the aspects of hiring, evaluate performance, probationary reports, and related personnel matters. Develop and organize routine and special projects by factoring in slot timing, demographics and parameters. Meet with stakeholders on a quarterly basis to disseminate information and to build working relationships.

• Associate Governmental Program Analyst, Trainer

  • Mar 2016 - Oct 2016

  Author, updated and implemented training procedures for the child care program to ensure compliance with requirements mandated by Health and Safety code. Developed effective training modules and teaching aids to educate new analysts on specific duties and departmental procedures and protocol.Administered and monitored the training allocations and expenditures; maintained a library of training materials. Defined and articulated learning outcomes, including measurements, performance metrics and changes, to improve staff training and gave feedback to management for future training. Developed and led 24 training sessions for 13 regional offices staff regarding updated regulations.Coordinated with corporate leadership to identify training and development opportunities to improve consistency throughout the state and optimize performance.

• Licensing Program Analyst

  • Feb 2006 - Mar 2016

  Interpreted, applied, and enforced State laws, regulations, and policies relating to state licensed Child Care Centers and Family Child Care Home facilities. Collaborated with local law enforcement, fire authority and public entities to ensure compliance. Conducted thorough face-to-face interviews with children, staff, families, neighbors, and suspects and documented all investigative findings. Prepared clear, concise, and produced accurate case reports outlining results of the inspection or investigation from allegations, transcripts of interviews or physical evidence. Prepared summary of issues and testified as a lead witness for the Department in administrative hearings. Worked independently managing multiple case investigations as well as maintaining a caseload of over 200 cases. Acted in a lead capacity and trained newly hired employees.



Employment Development Department

• United States
• Government Administration
• 700 & Above Employee

• Customer Service Representative

  • Nov 2001 - Feb 2006

  Independently reviewed, investigated, and determined eligibility based on the laws, regulations, and policies of the Unemployment Insurance Program. Conducted unemployment insurance eligibility through employer and claimant's interviews. Used consultative approach to understand customer needs and recommend relevant offerings. Assessed caller inquiries of unemployment benefit eligibility to identify service needs and resolve issues. Independently reviewed, investigated, and determined eligibility based on the laws, regulations, and policies of the Unemployment Insurance Program. Conducted unemployment insurance eligibility through employer and claimant's interviews. Used consultative approach to understand customer needs and recommend relevant offerings. Assessed caller inquiries of unemployment benefit eligibility to identify service needs and resolve issues.