ABBY BANDEN
Overland Park
Summary
Results-oriented professional with expertise in program management and team leadership. Proven ability to enhance compliance and operational efficiency, delivering measurable outcomes. Demonstrate strong communication and analytical skills that facilitate collaboration among diverse stakeholders. Track record of building robust relationships with clients and team members to drive success.
Overview
18
18
years of professional experience
Work History
Quality Assurance Manager
ResCare
04.2024 - 04.2025
- Implemented and monitored operational processes to ensure compliance with policies and procedures.
- Conducted agency reviews, including site reviews, record reviews and other quality monitoring and improvement activities.
- Completed documentation of operational activities. Prepared detailed summary reports for leadership regarding the status of program performance.
- Developed and implemented Quality Improvement Plans and Corrective Action and Prevention Plans.
- Maintained survey documentation and ensured organizational reporting requirements were met.
- Served as a leader in the development and implementation of internal quality practices, improvement planning initiatives, and outcome achievement.
- Provided training and support to other service delivery team members in efforts to prioritize quality.
- Reviewed survey data regularly, identify trends and make recommendations for improvement.
- Conducted internal investigations. Coordinated investigations and ensured compliance with deadlines.
- Oversaw Critical Incident Reporting and reviewed General Event Reports.
- Served as chair of the Quality and Safety Committee. Facilitated regular meetings with staff.
- Participated in Leadership meetings and provided input related to quality assurance measures.
Program Director/Associate Program Director
CASA of Johnson and Wyandotte Counties
10.2021 - 01.2024
- Supervised program staff and their activities related to case management, volunteer supervision and program activities. Met with each program staff individually on a weekly basis.
- Oversaw program direction, procedures and staffing. Advised President and CEO of progress, changes, and challenges. Met with President and CEO on a weekly basis to review program activities.
- Facilitated monthly meetings with program staff. Attended staff meetings and provided program-related updates. Also, coordinated meeting with external stakeholders, including contract agencies and the courts.
- Assisted with volunteer training for both new and seasoned advocates.
- Conducted program staff performance evaluations.
- Provided program information to the Board of Directors.
- Facilitated the onboarding of new program staff.
Teen Advocacy Program Coordinator
CASA of Johnson and Wyandotte Counties
06.2013 - 10.2021
- Developed and managed the Teen Advocacy Program and served as agency expert related to older foster youth.
- Trained volunteers to serve as advocates for youth involved in the child welfare system due to abuse and neglect.
- Provided direct supervision of a caseload of 30 volunteers ensuring they met regularly with assigned youth and complete all required documentation.
- Edited and submitted court reports from volunteers relating to their observations, concerns, and recommendations for assigned youth.
- Attended and provided needed testimony during court proceedings.
- Communicated extensively (verbally and written) with volunteers, contract foster care providers, families, professionals, and the courts to ensure the best interest of youth.
- Volunteers and the youth they serve represented a broad range of ages, education levels, and backgrounds which required the ability to adopt different approaches for specific needs.
- Coordinated and facilitated various meetings with collaborative agencies and programs.
- Utilized various databases relating to volunteer supervision, jurisdictions served, case-related and grant-required information.
- Maintained accurate case files with comprehensive documentation.
Gender-Specific Juvenile Probation Officer
Jackson County Family Court
11.2011 - 06.2013
- Managed a caseload of female juveniles under the jurisdiction of the Jackson County Family Court.
- Completed all required paperwork including diagnostic summaries reports, complaints, and risk/need assessments.
- Acted as court liaison by attending hearings and testifying when necessary.
- Conducted face-to-face interviews with juveniles in their homes, schools, and community programs. Implemented supervision plans that were detailed, goal-oriented, and time specific.
- Communicated extensively with juveniles, their families, service providers, and the courts to ensure competency development, restorative justice, and accountability.
- Attended monthly family support team meetings and residential case management meetings to review juveniles’ progress and ensure all needed services were provided.
- Assessed juveniles’ needs and completed referrals to appropriate auxiliary services.
- Facilitated groups on a broad range of issues relating to female youth including relationships, self-image, substance abuse, and safety.
Probation Officer
Midwest ADP
10.2009 - 11.2011
- Managed an organized caseload of several hundred probationers.
- Acted as a liaison to assigned court dockets. Attended weekly probation revocation hearings and testified.
- Completed all required paperwork including submitting violation reports and case closings.
- Conducted face-to-face interviews with clients. Implemented plans of supervision by assessing needs and making referrals to appropriate services.
Substance Abuse Youth Care Worker PRN
Adolescent Center for Treatment
07.2009 - 11.2009
- Provided direct supervision of youth by monitoring and redirecting their behavior.
- Charted progress and adherence to daily activities and individualized treatment plans.
- Facilitated group sessions on a number of topics related to substance use and recovery.
- Ensured a safe and rehabilitative treatment environment.
- Empowered youth to recognize their substance use issues and to remain sober in the community.
Financial Service Representative
Bank of the West
11.2006 - 10.2009
- Generated new consumer and business relationships, opened accounts, and referred additional products and services to clients.
- Promoted business by serving customers with a needs-based sales process, striving to achieve high sales goals and encourage growth.
- Researched and resolved customer service issues, ensured customer satisfaction, and acted as an effective ambassador of the organization.
- Delivered exceptional customer service and followed proper operational procedures.
Education
Master of Science - Criminal Justice & Criminology, Emphasis in Juvenile Justice
University of Missouri, Kansas City
12.2011
BA - Criminal Justice & Criminology
University of Missouri, Kansas City
05.2008
Skills
- Quality assurance
- Team leadership
- Program implementation and evaluation
- Staff and volunteer management
- Training development and facilitation
- Case management
- Effective communication and conflict resolution
- Analytical thinking and problem-solving aptitude
- Time management
- Adaptability and flexibility
Timeline
Quality Assurance Manager
ResCare
04.2024 - 04.2025
Program Director/Associate Program Director
CASA of Johnson and Wyandotte Counties
10.2021 - 01.2024
Teen Advocacy Program Coordinator
CASA of Johnson and Wyandotte Counties
06.2013 - 10.2021
Gender-Specific Juvenile Probation Officer
Jackson County Family Court
11.2011 - 06.2013
Probation Officer
Midwest ADP
10.2009 - 11.2011
Substance Abuse Youth Care Worker PRN
Adolescent Center for Treatment
07.2009 - 11.2009
Financial Service Representative
Bank of the West
11.2006 - 10.2009
Master of Science - Criminal Justice & Criminology, Emphasis in Juvenile Justice
University of Missouri, Kansas City
BA - Criminal Justice & Criminology
University of Missouri, Kansas City
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