Allison Micali

California Volunteers is the leader of state wide National Service programming for college aged youth in California. Through their college network, they recruit, manage and place Fellows in National Service positions. They utilize America Learns to manage their Fellow's member file, time sheets, member experience, and report out on program deliverables.

• Led the technological facilitation of program year 1 to 2 transition for all Campuses across the state of California.
• Led and created trainings for California Volunteer Campus program staff to ensure the correct utilization of America Learns.
• Worked with the California Volunteers team to create and streamline America Learns to more easily manage member files, time sheet, and performance measure data.
• Point person on all technical assistance issues that arose and managed the technology support email address.

America Learns is the leading Social Impact technology organization that partners with primarily AmeriCorps programs (utilized by Playworks) across the country to provide an online technology tool that assists programs in measuring and expanding their community impact. As the Director of Customer Service, I was responsible for the complete client experience.

• Consulted and guided AmeriCorps Program Directors, Program Staff, and other stakeholders on software implementation to determine program-specific key performance indicators and software customization needs required to most effectively measure the program's return on investment.
• Facilitated the virtual on-boarding of all new AmeriCorps programs on the America Learns platform with customized training tools.
• Ensured client retention and expansion by responding to client feedback and creating new technology tools for program implementation when necessary.
• Worked with the COO and CCO to create new technology driven updates to the platform to ensure client retention and to expand business efforts.
• Ensured that programs are meeting all CNCS requirements and compliance regulations with a focus on Progress Reporting tracking, AmeriCorps Time Sheets, and Electronic Member File keeping.
• Managed and maintained our client list via CRM platform ChurnZero and Salesforce.
• Responded to and escalated electronic client support tickets using our customer support software (Freshdesk) and by phone/screen sharing (Google Meet).

– Recruited, hired, and placed 60 AmeriCorps members throughout 5 of Grand St. Settlement's schools and community-based organizations.

– Lead person on all CNCS compliance regulations, including developing and streamlining systems for tracking member file paperwork and time sheets.

– Developed relevant data tracking systems to capture performance measure data and to ensure program was meeting all set goals per grant requirements for both Education and Healthy Futures performance measures.

– Led monthly AmeriCorps reflection meetings on all member related issues as well as topics such as college and career readiness and youth development.

– Point person and lead on all community wide service learning projects. This included a large-scale book drive for the African Library Project.

– Assisted with and maintained AmeriCorps budget.