Experience

EARLY CARE AND LEARNING, GEORGIA DEPARTMENT OF

• United States
• 1 - 100 Employee

• CAPS PROVIDER & FAMILY RELATIONS CONSULTANT

  • Apr 2021 - Present

  - High-performing field based Provider and Family Relations Consultant who delivers services and support to parents and providers who are affiliated with the CAPS program, ensuring they adhere to federal and state policies, assisting with any changes to CAPS cases, and serving as a liaison between parents, providers, other departments and agencies. - Assist the Provider and Family Relations Manager in the development of policy and procedures, and process improvement efforts for the Provider and Family Relations workstream. - Monitors and tracks the Change of Ownership process for child care providers participating in the CAPS program. Ensures balanced workloads for staff; timely and accurate disposition of task based established Standard of Promptness (SOP), and proper case note documentation. Creates tools, systems, and processes to support the Change of Ownership process. Investigates and resolves issues and complaints associated with Change of Ownership.



DEPARTMENT OF EARLY CARE AND LEARNING

• 2 Martin Luther King Dr. Atlanta

• CAPS ADVERSE ACTION & CLAIMS SPECIALIST

  • Mar 2019 - Apr 2021

  -Determine ongoing eligibility for child care cases that have been reviewed/investigated by DECAL Audits and Compliance by engaging the client and/or other related parties, verifying documents submitted by the client for participating and applying eligibility policies accordingly -Prepares reports by collecting, analyzing and summarizing data from CAPS eligibility system and CAPS internal claims database -Coordinate with public assistance programs such as SNAP, TANF and Medicaid to ensure accurate eligibility determination of CAPS recipients by verifying other incomes and benefits -Maintain ongoing communications with Audits and Compliance, Finance, and Legal divisions to ensure appropriate case actions and under/overpayment dispositions -Participate in User Acceptance Testing (UAT) for eligibility system enhancements to support efforts in increasing the quality of access to CAPS, increasing the quality of information provided to CAPS, and to support a user-friendly application process for clients -Create, implement and facilitate AA&C trainings and materials. Also assist CAPS training team and UAT team with providing updated information within program to share with employees. -Assisting in the formation of policy and procedures for the new Health & Safety standards from informal and exempt providers, as well as determines and tracks compliance, maintains records and facilitates meetings in regard to the new Health & Safety standard -Attend applicable court hearings and provide testimony regarding the actions taken by the CAPS program



DEPARTMENT OF EARLY CARE AND LEARNING - Bright From the Start

• Administrative Assistant (Complaints & Enforcement Unit)

  • May 2017 - Feb 2019

  - Creating a document that the agency is adopting as the procedures manual for complaint, enforcement, and legal departments; as well as creating desk reference for current position - Supports two units, to include executive management team - Provides information, assistance, and support to internal and external customers - Streamlining current processes and procedures, to include automation- Maintains current knowledge of department and division rules, policies, and procedures- Enforcement fine collection for non-compliant facilities- License fee processor for providers who wish to remain licensed to operate in the state of Georgia- Obtains information from providers to clarify and complete license fee payments- Performs routine administrative functions for Child Care Services such as receiving, opening, sorting, and distributing mail and packages- Ensures field staff have adequate supplies and postage- Processes and maintains records of submitted work; prepares and sends correspondence- Maintains files and updates provider data for the Child Care Services database (KOALA Outback), as needed- Creating, planning, and facilitating training for new hires/ Trained and provided support for current employees - Providing technical assistance for the internal database (DECAL KOALA) to providers

• Administrative Assistant (Administrative & Operations Unit)

  • Nov 2015 - May 2017

  - Provides support and office administration to assigned functions or program areas (including advocacy programs, educational programs, budget, bookkeeping, facilities management, procurement, licensing, etc.)- License fee processor for Child Care Learning Centers and Family Child Care Learning Home providers who wish to remain licensed to operate in the state of Georgia. - Maintains fee log to account for all payments processed through the unit to promote overall efficiency and effectiveness- Front desk receptionist duties- Processes variances and waivers upon request; streamlined process and procedures- Assists with Open Record requests - Monitors three of the agency’s email inboxes and respond to inquiries- Represents unit, provides information and assistance to internal and external customers- Handles providers while providing high standards of efficiency, accuracy, and consistency- Serves as customer support in a helpdesk capacity for program database (DECAL KOALA/OUTBACK)



GA Department of Family and Children's Services

• North Fulton County DFCS Office

• Eligibilty Specialist

  • Mar 2014 - Mar 2015

  - Eligibility specialist; determined eligibility for State benefits such as Foodstamps and Medicaid. Analyzed client unique situations and circumstances to offer most feasible programs per needs - Data entry; stored the data from all customer interactions in a central location - Served as primary customer service contact for new and existing clients of State services - Handled client inquiries, questions, and process reviews via face-to-face or telephonic interactions - Delivered superior service by interfacing with appropriate sources to research and respond to complaint, problems, and concerns - Managed client files; process documentation in appropriate database to finalize applications - Employed effective conflict resolution strategies to de-escalate angry clients



Points of Light

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Marketing Associate / Events Coordinator

  • Mar 2013 - Sep 2013

  - Served as the executive assistant to the Sr. Events Team Manager- Planned, organized, and executed organizational and nation-wide events, meetings, and conferences- Attended meetings with inter and intra-agency groups to support program objectives, including developing agendas, assisting in strategy development and recording notes or minutes- Provided intervention strategies for problem resolution to design best-option solutions- Interfaced daily with internal partners in all departments to achieve outlined goals- Reviewed financial reports related to event planning- Maintained organizational database to ensure current data for various clients and other stakeholders- Managed administrative operations and office management tasks

• IVS Office Assistant / Interim Coordinator

  • Apr 2011 - Mar 2013

  - Planned/created, organized, and implemented employee onboarding and orientation processes and procedures- Supervised over 30 service associates (Interns, Volunteers, Fellows, AARP associates and SBVs)- Served as executive assistant to the department manager and HR departmental directors and managers with administrative and operational directives- Served as liaison to resolve problems and address concerns of service associates and volunteers - Redesigned data management and workflow processes; implemented process guidelines- Recruiter: represented organization at university recruiting activities and community events to source talent- Planned, organized, executed, and staffed enterprise-wide staff and department events and meetings- Conducted comprehensive research using a variety of resources to complete, prepare, and/or generate reports, white papers, policy manuals, and other documents- Designed and created program materials to include development and design of print materials such as brochures, newsletters, and posters- Grant researcher for applicable potential opportunities for the department and/or organization