Ana E Linares
San Francisco,CA
Summary
Supportive Eligibility Specialist with extensive application engagement and dedicated service skills. Bilingual professional with skill to maintain accurate records, schedule appointments and handle various administrative responsibilities. Brings proven track record of success in determining eligibility and resolving complex cases. Works professionally with clients to develop and implement successful strategies for maximizing services and benefits. Skilled in problem-solving and identifying solutions meeting clients' needs. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Eligibility Supervisor
City & County Of San Francisco
04.2022 - Current
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Reduced errors in eligibility decisions by regularly reviewing caseloads and providing feedback to staff members.
- Improved efficiency of application processing by developing standardized workflows for staff to follow consistently.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Collaborated closely with other departments within the organization to ensure efficient coordination of services for clients needing additional support or information regarding their cases.
- Increased team productivity by establishing clear performance expectations and providing regular coaching to staff members.
- Developed comprehensive reports on team''s caseload statistics, showcasing trends in decision-making outcomes that informed future process improvements.
- Managed a diverse team of eligibility specialists, maintaining high levels of morale and job satisfaction despite challenging workloads.
- Mentored new hires and junior staff members, sharing knowledge of best practices in eligibility supervision for their growth and success within the organization.
- Created a positive work environment, fostering open communication and promoting teamwork among frontline workers.
- Implemented quality assurance measures for all eligibility decisions, promoting accuracy and consistency across cases reviewed by the team.
- Conducted ongoing training sessions for employees, ensuring up-to-date knowledge on policy changes and best practices in the field of eligibility determination.
- Completed bi-weekly payroll for 10 employees.
- Kept high average of performance evaluations.
- Applied effective time management techniques to meet tight deadlines.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Acting Supervisor CalWorks/Welfare to Work
City & County San Francisco
05.2016 - 04.2022
- Evaluated employee performance and coached and trained to improve weak areas.
- Created and managed project plans, timelines and budgets.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Maintained compliance with company policies, objectives, and communication goals.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Collected, arranged, and input information into database system.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Educated staff on organizational mission and goals to help employees achieve success.
Eligibility Worker
City & County Of San Francisco
05.2016 - 04.2022
- Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Resolved discrepancies with client applications to verify eligibility.
- Streamlined application processing times by maintaining thorough knowledge of program rules, regulations, and requirements.
- Established databases to track, analyze and automate eligibility application processes.
- Enhanced client self-sufficiency through the provision of referrals to applicable community resources and support services.
- Established rapport with clients through empathetic listening, clear communication, and professional demeanor during interviews.
- Processed and certified documents for accuracy and compliance with government regulations.
- Collaborated with team members to ensure consistent delivery of services and optimal client outcomes.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Assisted clients with completion of applications and paperwork.
Education
Bachelor of Arts - Communications
San Francisco State University
San Francisco, CA01.2000
Skills
- Program knowledge
- Cross-Functional Collaboration
- Handling Complaints
- New Hire Orientation
- Documentation And Reporting
- Coaching and Mentoring
- Staff Scheduling
- Documentation and paperwork
- Financial Reporting
- Policy Interpretation
Languages
Spanish
Full Professional
Timeline
Eligibility Supervisor
City & County Of San Francisco
04.2022 - Current
Acting Supervisor CalWorks/Welfare to Work
City & County San Francisco
05.2016 - 04.2022
Eligibility Worker
City & County Of San Francisco
05.2016 - 04.2022
Bachelor of Arts - Communications
San Francisco State University
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