Africa Speight

Case Manager – Grant Associates, DC TANF Program
Washington, DC | [Dates of Employment]

• Manage a caseload of 50–60 TANF customers, providing individualized case management, intake assessments, and motivational coaching to help participants overcome employment, education, and financial barriers.
• Conduct in-depth program assessments to identify barriers such as childcare, housing, transportation, and mental health needs, and connect participants to supportive services through DC TANF’s “Four Pathways to Work” framework (Work Experience, Job Search/Readiness, Education/Training, and Barrier Removal).
• Develop structured Individual Responsibility Plans (IRPs) in alignment with customer goals, ensuring compliance with District and federal TANF requirements.
• Facilitate customer orientations to introduce program expectations, career pathways, and supportive resources available within DC TANF.
• Perform consistent weekly outreach via phone, email, and community-based engagement to maintain meaningful customer participation, reduce non-compliance, and re-engage inactive customers.
• Counsel participants to help them navigate personal, social, or behavioral challenges affecting their education and employment outcomes.
• Monitor progress by tracking attendance, goal achievement, and benchmark completion; maintain electronic case files updated weekly in company and funder databases.
• Prepare detailed weekly and monthly caseload reports in Excel, analyzing performance metrics to meet and exceed individual and team benchmarks.
• Foster strong partnerships with local service providers, training institutions, and employers to expand resource referrals for barrier removal and employment placement.
• Deliver employment-focused coaching in résumé writing, interview preparation, and financial literacy, empowering TANF customers to achieve self-sufficiency.

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• Advocate for underserved and vulnerable populations including individuals experiencing homelessness, mental health crises, and reentry challenges, providing frontline support, de-escalation, and connection to services.
• Collaborate with HR, clinical directors, and social service teams to address high-risk patient concerns, behavioral incidents, and emergency Code Blue responses with trauma-informed care.
• Conduct new hire onboarding and lead training on emergency procedures, communication protocols, and patient interaction best practices, including custom-developed PowerPoint materials used organization-wide.
• Serve as the primary liaison between patients, staff, and departments, ensuring accurate documentation, timely referrals, and coordination of care — functioning in a case management capacity.
• Assist with identifying social determinants of health impacting patients, advocating for follow-up services, and supporting continuity of care within an integrated healthcare model.
• Maintain detailed administrative operations, including appointment scheduling, insurance verification, and front desk support, while optimizing patient flow and service delivery.
• Lead strategic initiatives to streamline operations, improve team communication, and boost performance metrics related to care coordination and patient engagement.
• Support violence prevention efforts through CPI-certified crisis intervention protocols and a working knowledge of healthcare codes and reporting standards related to workplace safety, incident tracking, and compliance in violence intervention management.
• Mentor junior staff and foster a culture of empathy, accountability, and proactive service within high-demand clinical settings.
• Utilize education in Human Services with a concentration in Correctional Program Support Services to inform daily practice, especially when addressing the needs of justice-involved individuals and those with complex behavioral health needs.

• Provided direct case management services to a caseload of 25–30 clients experiencing homelessness, mental health challenges, and substance use disorders in coordination with local shelters, treatment programs, and healthcare providers.
• Conducted intake assessments, developed individualized service plans, and facilitated referrals for housing placement, psychiatric care, and employment services using a trauma-informed, client-centered approach.
• Coordinated with parole/probation officers, outpatient providers, and family members to ensure continuity of care and promote community reintegration for justice-involved individuals.
• Maintained detailed case notes and documentation in compliance with HIPAA and agency standards, tracking client progress and outcomes through internal case tracking systems.
• Supported clients in navigating social services systems including Medicaid, SNAP, SSI/SSDI, and other public assistance programs.
• Participated in interdisciplinary team meetings with social workers, clinical staff, and outreach teams to advocate for client needs and streamline care delivery.
• Led weekly psychoeducational groups focused on conflict resolution, emotional regulation, and life skills for program participants.
• Contributed to grant reporting by compiling outcome data and drafting narrative summaries highlighting client success stories and program milestones.
• Provided crisis intervention and de-escalation during behavioral incidents, drawing on CPI training and deep knowledge of behavioral health best practices.

• Maintained high satisfaction score by consistently resolving first-call issues.
• Documented customer correspondence to track requests, problems, and solutions.
• Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
• Kept customer and system account information accurate and current to support timely resolutions for concerns.
• Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
• Presented existing and prospective customers with valuable service or product information to aid in decision-making.
• Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
• Recommended improvements in products, service and billing methods to management to prevent future problems.
• Conferred with customers by telephone or in person to provide information about products or services and take orders.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Ensured compliance with company policies regarding privacy laws and data protection regulations.
• Assisted customers in navigating through website features and functions to locate desired information or products.
• De-escalated customer issues with proven conflict mediation and problem-solving abilities.
• Followed up on emailed or web-submitted customer inquiries within standard response times.
• Coordinated with various company teams to offer and implement successful solutions to customer problems.