ALINA CISNEROS
Fort Lauderdale
Summary
An experienced leader in child welfare and behavioral health services with over 20 years of experience. Highly organized and enthusiastic. Skilled supervisor for the past 10 years. Expertise in fast-paced environments. Passionate about utilizing effective strategies to support employees and organizations in achieving their goals.
Overview
23
23
years of professional experience
Work History
Sr. Quality Assurance Manager
U.S. Committee for Refugees and Immigrants (USCRI)
01.2024 - Current
- Direct quality assurance activities in coordination with the Associate Director of Children’s Services.
- Supervise a team of Quality Assurance Managers and Quality Assurance Specialists providing staff supervision and training.
- Manage the development of policies and procedures, and revisions as needed.
- Oversee multiple simultaneous quality assurance activities such as remote desk monitoring, and program on-site monitoring.
- Ensure consistent and objective compliance framework to monitor and report compliance activities and results.
- Identify appropriate metrics and enhance existing metric reporting to be more predictive and create an objective basis for monitoring activities.
- Conduct program evaluations that are timely and constructive to measure client outcomes and satisfaction.
- Provide ongoing support to three sub-grantees with about 50 contracted staff to respond to monitoring and evaluation outcomes and alter methods to improve.
- Develop and respond to sub-contractor corrective action plans for quality improvement.
- Understand and comply with all policies and procedures of funders and interpret them for staff, as needed.
- Develop educational/training material for employees on various topics related to CQI processes.
- Managed conflict resolution among team members when necessary; maintained a positive and productive work environment that fostered collaboration and professional growth.
Quality Assurance Manager – Home Study and Post-Release Program
U.S. Committee for Refugees and Immigrants (USCRI)
03.2022 - 01.2024
- Collect, analyze, and track data to ensure compliance with best practices.
- Conduct ongoing monitoring and evaluations of program sites to ensure quality of services.
- Provide ongoing support to program staff to respond to monitoring and evaluation outcomes and alter methods to improve program results.
- Provide training and technical assistance to program staff to ensure implementation of program guidelines.
- Responsible for ongoing development/review of all policies and procedures.
- Participate in program development to improve service provision.
- Met with internal and external audiences to identify and problem-solve quality improvement issues.
- Assist with program audit preparation and reporting.
- Evaluate client and program outcomes to identify gaps in service provision.
- Produce monthly, quarterly, and yearly statistical reports for submission to ORR.
- Develop educational/training material for employees on various topics related to CQI processes.
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
Director of Home Study and Post-Release Services - Southeast Region
Cayuga Centers, Inc.
05.2021 - 03.2022
- Supervise a team of 6 case managers providing Home Study and Post-Release Services within 5 states in the Southeastern Region (AL, GA, MS, GA, SC, and FL).
- Gained and trained staff to Southeastern states’ child welfare laws (i.e., compulsory education laws).
- Adhered to mandated reporting policies directly to ORR following set ORR guidelines for Notification of Concerns.
- Implementing and developing internal policies and procedures that align with best practices for the provision of quality HS/PRS to unaccompanied minors and their families which were integral as a new HS/PRS grantee.
- Ensuring compliance of policies, and procedures per the Office of Refugees and Resettlement HS/PRS contract.
- Responsible for leading the training and development of staff to ensure best practices in the provision of HS/PRS services in conjunction including developing training programs from scratch.
- Responsible for reviewing HS/PRS reports upwards of 18 Home Study reports per month and overseeing upwards of 100 Post Release cases at a time.
- Proficient in navigating the UAC Portal to coordinate with outside stakeholders, including ORR Program Officers and Case Coordinators.
- Developed efficient systems to collect case data information to meet the funder contract.
- Developed efficient systems for the case assignments for all HS/PRS caseworkers in all Southeast states.
- Achieved the highest retention rate within all 5 regions under Cayuga Centers while other regions experienced a high turnover rate as new grantees.
- Implementing and ensuring filing systems to ensure confidentiality by HIPPA laws.
- Coordinating and overseeing administrative and program support duties such as expense reimbursements, receipt ledgers, approving timesheets, and coordinating agency site contracts.
- Other duties as assigned, reporting to the Vice President of HS/PRS program.
Post Release Service Case Manager
Youth Co-Op, Inc., Partner agency of USCRI
10.2017 - 05.2021
- Conducted over 400 home visits assessing for safety and appropriateness of placement for unaccompanied minors.
- Provided over 400 families with ongoing case management with a focus on screening and making appropriate referrals to address the unaccompanied minors’ needs in the following domains: placement issues, safety issues, education, health, mental health, legal/immigration proceedings, substance abuse, independent living, juvenile/criminal justice, and child enrichment activities.
- Written over 400 thorough assessments, specifically home study reports concerning all domains and documented interactions within rotating deadlines.
- Adhered to contract guidelines of timeliness of all accurate documentation.
- Followed all confidentiality laws as well as HIPPA when collaborating with outside stakeholders.
Sole Proprietor/Mental Performance Consultant
Piece Of Mind: Peak Performance Consulting
04.2016 - 10.2017
- Individualized consultation to assess the needs of performers in sports, music, and/or business
- Developed individualized mental training skills programs to meet the needs of athletes, performers, and/or employees using mental skills such as goal setting, visualization, and stress reduction techniques
- Provided coach consultation identifying the needs of teams and assist coaches in implementing strategies to increase team cohesion
- In addition, assisted in developing their coaching style for team performance
- Maintained and updated confidential records of all clients receiving consultation services
- Developed and updated website for service provision
- Engaged in community and social networks for business development
Assistant Program Manager
Child and Family Support Services
04.2015 - 12.2016
- Managed day-to-day operations of support services for about 300 families in three counties in Arizona.
- Implemented team-building strategies for about 20 supervised employees to ensure cohesiveness in service provision.
- This included promoting employee development and objectively providing feedback as per the employees’ professional goals.
- Maintained accurate and updated confidential employee performance reviews and other administrative documentation.
- Working in collaboration with Human Resources to coordinate recruitment efforts, hiring, and training of employees.
- Fostered a culture of continuous improvement by encouraging team members to share feedback openly about their experiences working on the program's projects.
Practice Improvement Coordinator/Counselor
Child and Family Support Services
07.2013 - 04.2015
- Compiled and interpreted both qualitative and quantitative data to provide feedback to the organization as to quality assurance in best practices and client satisfaction.
- Trained Clinical Coordinators, assessed skill acquisition, provided ongoing mentorship, and coached new employees according to personal styles of learning.
- Entered data, generated reports, and produced tracking documents.
- Participated in management team meetings to track contract requirements and provided updates to contracted stakeholders to ensure the provision of services met standards as detailed in policies and procedures.
Direct Support Team Coordinator
Child and Family Support Services
07.2007 - 06.2013
- Responsible for the overall coordination of care for Medicare-eligible children with psychiatric diagnoses and supervision of clinical team members providing in-home services to families.
- Developed, implemented, and managed targeted treatment plans for children and families.
- Collaborated with outside agencies to ensure best practices and audited team members’ clinical documentation and aid in ensuring completeness and appropriateness of content.
- Participated in the recruiting, hiring, and training process as openings occur; ensuring that personnel, training, and supervision requirements are continually met by all team members.
- Achieved the highest retention rate of employees of all Direct Support Team Coordinators during this period.
- Recognized as the Team Coordinator with the highest retention rate for the last three years in this position.
- Delegated daily tasks, addressed employee questions and resolved scheduling issues.
- Managed team workload to reach targets for specific tasks.
Children’s Intensive Case Manager
Southwest Behavioral Health Services
10.2005 - 07.2007
- Trained in facilitation and mediation and facilitated over 100 multidisciplinary team meetings: addressing various stakeholder mandates.
- Continuously monitored consumer’s mental health status and response to treatment interventions.
- Worked as a team member of consumer clinical teams to assess needs, strengths, and goals.
- Facilitated successful client transitions from institutional settings to community living through careful planning and coordination of services.
- First case manager to exceed productivity expectations by 18% during this period.
Case Manager
CHARLEE of Dade County
08.2002 - 08.2003
- Comprehensively developed case plans and followed clients from the provision of services through any dependency, foster care, termination of parental rights, and proceedings or related activity.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Worked closely with the clinical team in determining the proper services as well as home environment for over 200 children.
Education
Bachelor of Arts - Psychology, minor in Religious Studies
FLORIDA INTERNATIONAL UNIVERSITY
Miami, FLMaster of Arts - Sport and Exercise Psychology
ARGOSY UNIVERSITY
Phoenix, AZHuman Resource Management Certification -
UNIVERSITY OF MIAMI
Miami, FLSkills
- Microsoft Office
- Customer service
- Teamwork and collaboration
- Quality assurance auditing
- Corrective action planning
- Employee training
- Team building
- Analytical problem solving
- Data collection
- Continuous improvement
- Project management
- Data analysis
- Goals setting
- Presentations
- Human resource management
Languages
Spanish
Native or Bilingual
Timeline
Sr. Quality Assurance Manager
U.S. Committee for Refugees and Immigrants (USCRI)
01.2024 - Current
Quality Assurance Manager – Home Study and Post-Release Program
U.S. Committee for Refugees and Immigrants (USCRI)
03.2022 - 01.2024
Director of Home Study and Post-Release Services - Southeast Region
Cayuga Centers, Inc.
05.2021 - 03.2022
Post Release Service Case Manager
Youth Co-Op, Inc., Partner agency of USCRI
10.2017 - 05.2021
Sole Proprietor/Mental Performance Consultant
Piece Of Mind: Peak Performance Consulting
04.2016 - 10.2017
Assistant Program Manager
Child and Family Support Services
04.2015 - 12.2016
Practice Improvement Coordinator/Counselor
Child and Family Support Services
07.2013 - 04.2015
Direct Support Team Coordinator
Child and Family Support Services
07.2007 - 06.2013
Children’s Intensive Case Manager
Southwest Behavioral Health Services
10.2005 - 07.2007
Case Manager
CHARLEE of Dade County
08.2002 - 08.2003
Master of Arts - Sport and Exercise Psychology
ARGOSY UNIVERSITY
Human Resource Management Certification -
UNIVERSITY OF MIAMI
Bachelor of Arts - Psychology, minor in Religious Studies
FLORIDA INTERNATIONAL UNIVERSITY
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