Alisha D. McCloud
East Longmeadow,MA
Summary
Detail-oriented Professional and Supervisor with many years of experience in Case Management , Customer Service , and Human Services. I have great attention to detail skills, organization skills, time management skills and have the ability to adapt quickly to change. Seeks opportunities to improve processes and workflows for team benefit.
Overview
20
20
years of professional experience
Work History
Snap Supervisor
Department of Transitional Assistance
Greenfield , MA
04.2023 - Current
- Set clear expectations and develop techniques to guarantee the unit performs timely and accurate delivery of benefits and services and ensures a high level of customer service is always maintained.
- Utilize systems , tools, data and observation to assess and document staff’s performance,strengths, and areas for growth.
- Provide ongoing specific, impactful feedback and coaching to provide recognition and encouragement, build upon staff’s strengths and identify areas for growth to maximize staff’s potential to implement goals.
- Provide ongoing support of staff by developing and implementing tools, strategies and training as needed to ensure ongoing professional development.
- Conduct meaningful,professional performance evaluations for all unit staff.
- Effectively communicate Department and office policies,procedures, and initiatives in a way that validates understanding and successful implementation.
- Assist in overseeing and managing service delivery needs in the office including, but not limited to ,the waiting room , phone , and in person queues.
- Complete supervisory administrative responsibilities in an accurate and timely manner.
- Model behavior expected from staff.
- Provide direct client services,as necessary and appropriate.
Snap Case Worker
Department of Transitional Assistance
Springfield, MA
04.2017 - 04.2023
- Assist in increasing the number of individuals participating in SNAP in a manner that provides the client an inclusive understanding of Department opportunities and requirements
- Assist clients with determination of initial and ongoing eligibility for transitional assistance programs and employment services
- Perform all SNAP casework in an action-based “first available worker”, through assigned queues in processing, phone and in-person
- Ensure all task assigned are accurate and completed to the farthest point of completion
- Conduct interactive interviews, utilizing the agency’s PC based eligibility system
- Obtain and verify client information
- Perform all tasks related to case maintenance and case management, including assisting with additional assistance for benefits, referrals to other state agencies, health care providers and other resources to support individuals and families, as necessary
- Provide guidance, resources and placement assistance
- Prepare and deliver explanations of eligibility decisions
- Evaluate and monitor client cases to ensure compliance with applicable rules, regulations and guidelines
- Report all Domestic Violence issues to the appropriate Domestic violence specialist immediately
- Ensure all clients are made aware of ADA services provided by the required staff
- Perform other related duties as required.
Member Services Representative
Health New England
Springfield, MA
01.2015 - 04.2017
- Respond to inquiries from members, providers, and employer groups, providing superior product and benefit information for multiple HNE plans
- Research and resolve complex member inquiries via telephone, member mail, e-mail and fax
- Educate members, employers and providers regarding benefits, policies, and procedures
- Meet individual and departmental standards
- Research and resolve complex pharmacy issues utilizing the RxClaims system and the HNE Pharmacy Services Department
- Process member transactions, including but not limited to PCP changes, demographic changes, ID card requests and membership material requests
- Collaborate with Enrollment, Claims, Health Services, Pharmacy, Legal, and Sales to ensure that member issues are appropriately resolved
- Adhere to all regulatory requirements relating to member confidentiality, documentation, quality, and inquiry response time.
Workforce Planning Representative
Columbia Gas of Massachusetts
Springfield, MA
07.2013 - 06.2014
- Scheduled appointments for changing of gas meters and mandatory inside pipe safety inspections
- Handled hundreds of calls each day, both incoming and outgoing
- Completed data entry for customer accounts with necessary company information
- Compiled a data base to track progress of appointments that needed to be scheduled and or followed up on for reporting purposes
- Handle gas leak calls
- Basic office duties; faxing, emailing, filing, copying, etc
- Opened and properly distributed incoming mail.
Universal Customer Service Representative
Columbia Gas of Massachusetts
Springfield, MA
09.2007 - 07.2013
- Handled calls in call center regarding service, billing, credit and gas leak emergency calls
- Resolved customer issues with questions or concerns regarding their gas service or bills
- Forwarded calls to appropriate department to handle customer calls and complaints
- Completed referrals, and Cromwell Waivers, established payment arrangements and budgets with customers that best fit their needs
- Maintained a good handle and hold time for company needs
- Faxed and mailed customer’s reports, bills and additional information that may be requested for customer records, needs and outside agencies
- Provided great customer service to customers
- Problem solving and following up on accounts as needed.
Case Manager / Amachi Mentoring Program
New England Farm Workers Council
Springfield, MA
04.2006 - 08.2006
- Conducted child and volunteer home visit assessments; Completed screening and interviewing process to determine mentor eligibility; Supervised mentoring sites; Provided tools for utilization of activities at mentoring sites.; Maintained solid and positive relationships with volunteers, parents, children and community resource agencies; Developed professional letters to parents and mentors; Utilized Excel spreadsheets to update client case file; Verified references of volunteers by making various phone calls; Followed up with clients every month by phone, visit or email;
Case Manager/Our Place Shelter
New England Farm Workers Council
Holyoke, MA
08.2004 - 04.2006
- Insured that all persons received safe and adequate care while in shelter; Worked closely with the Department of Transitional Assistance to develop self sufficiency plans and budgets for clients and their families; Worked closely with housing workers and housing assistance agencies to complete effective housing search; Worked closely with the mental health and substance abuse population; Worked closely with substance abuse counselors, clinicians and social workers to implement necessary services; Transported clients to and from appointments and court; Provided assistance of enrolling children in schools based on relocation areas; Typed professional letters to housing agencies and work supported programs as advocacy and references for clients; Faxed all monthly self –sufficiency reports to the Department of Transitional Assistance for updating and compliance.
Education
Associate of Science - Criminal Justice
Holyoke Community College
Holyoke, MA05.2004
High School Diploma -
Central High School Springfield
Springfield, MA06.2000
Skills
- Highly Effective Communication
- Service Assistance and Support
- Proficient in All Microsoft Office Systems
- Client Engagement
- Data Management
- Problem Resolution
- Conflict Resolution
- People Skills
- Organizational Skills
- Active Listening
- Case Management
- Family Case Management
- Attention to Detail
- Case Documentation
- Case Needs Assessments
- Self Sufficiency Programs
- Community Referrals
- Team Player
- Proficient in Beacon , Outlook, Virtual Gateway, CIS, Eppic, Mass Achieve
- Supervisory and coaching skills
- Call Center Logistics
- Quality Assurance
Accomplishments
- Completed the MasSP program.
Timeline
Snap Supervisor
Department of Transitional Assistance
04.2023 - Current
Snap Case Worker
Department of Transitional Assistance
04.2017 - 04.2023
Member Services Representative
Health New England
01.2015 - 04.2017
Workforce Planning Representative
Columbia Gas of Massachusetts
07.2013 - 06.2014
Universal Customer Service Representative
Columbia Gas of Massachusetts
09.2007 - 07.2013
Case Manager / Amachi Mentoring Program
New England Farm Workers Council
04.2006 - 08.2006
Case Manager/Our Place Shelter
New England Farm Workers Council
08.2004 - 04.2006
Associate of Science - Criminal Justice
Holyoke Community College
High School Diploma -
Central High School Springfield
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