Andra Kai Shaw
Annapolis,MD
Summary
Motivated results-oriented professional with 20+ years of success designing, managing, and delivering complex programs. Skilled communicator and an engaging, hands-on leader able to motivate cross-functional teams and build collaborative relationships with diverse communities, clients, and program stakeholders. Analytical and organized with an aptitude for navigating regulations and standards to build comprehensive policies addressing current and future needs. Highly adaptable, proactive, and creative in approach to solving complex problems.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Program Manager IV (Superintendent)
Maryland Department Of General Services
03.2021 - Current
- Manage and supervise a team of sixty facilities management professionals
- Develop Standard Operating Procedures and address staffing needs
- Complete and review divisional performance reviews and submit them promptly
- Review and analyze data from the work control system
- Recommend and implement training opportunities for staff members
- Review and analyze monthly budgets and spreadsheets to ensure proper fiscal management
- Determine emergency funding needs and prepare justifications and present requests
- Review and approve the purchase of building equipment and supplies
- Review and approve contract specifications
- Ensure that projects are completed on time according to budget and specifications
- Prepare, review, and update project justifications
- Develop short- and long-term strategies for all equipment and infrastructure repair/replacement and renovation
- Responsible for oversight of the Central Power Plant operations; directing nine stationary engineers
- Manage all buildings’ operations according to established maintenance, safety, and security standards
- Act as the first line of response to inspect, report, and recommend an appropriate course of action for all building emergencies
- Review Computerized Maintenance Management System (CMMS) reporting data for accuracy
- Meet with Agency leads and building Coordinators to develop and maintain a working dialogue
- Coordinate projects with City, State, and County Officials
- Cultivate relationships with executive staff and tenant agencies
- Provide input, direction, and guidance at construction and pre-bid meetings
- Work closely with the other DGS divisions, outside agencies, etc., on special events and projects
- Manage and supervised administrative and daily program operations, complying with policies and regulations.
- Coach team members on productivity strategies to accomplish challenging goals.
- Develop and maintain logistics workflows, procedures and reports.
- Address and resolve technical, financial, and operational concerns by working with team members and directors.
- Meet with project stakeholders on regular basis to assess progress and make adjustments.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Engage with and work alongside cross-functional stakeholders to manage strategic initiatives.
- Interact with customers and clients to identify business needs and requirements.
- Collaborate with executive leadership to set priorities based on business needs, resource capacity and risk exposure.
- Establish milestones and objectives based on input from functional areas and stakeholders.
- Participated in vendor selection and management process for program initiatives.
- Built teams to address project goals and objectives for multiple projects.
- Devise creative solutions to critical customer and user needs.
Program Manager II (Assistant Superintendent)
Maryland Department Of General Services
12.2020 - 03.2021
- Provided oversight of approximately 26 buildings, multiple tenants, and professional staff members, ongoing repair projects, and day-to-day operations for the Annapolis State Office Complex
- Responsible for the General Assembly Session logistics each year and the additional duties that this entails
- In the absence of the Superintendent, this position assumed Superintendent-level responsibility
- Provided technical assistance for capital and facility renewal projects during the development, planning, design, and construction phase to monitor progress
- Provided guidance and leadership to administrative staff, regional managers and their staff, and maintenance trades teams
- Administered the development of Standard Operations Procedures (SOPs) and provided training opportunities for the growth and development of staff
- Provide oversight of all contracts and vendor performance
- Reviewed and revised contract specifications, expenditures, and operating budgets with administrative staff
- Supervised and managed staff use of the division's Computerized Maintenance Management System (CMMS).
- Coached team members on productivity strategies to accomplish challenging goals.
Regional Manager & Safety Captain
Maryland Department Of General Services
05.2019 - 12.2020
- Managed and monitored operations for five assigned State office buildings and maintenance and system operations for those facilities; oversaw numerous projects from inception to completion, including capital projects under the jurisdiction of our Design, Construction, and Energy division
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Masterminded updates to workflows and revitalized teams to meet changing business needs and boost team member performance.
- Planned and oversees routine and preventive maintenance, major repairs, alterations, and improvements; ensured compliance with health and safety policies
- Facilitated and provided for the development of organizational strategic and operational plans
- Developed health and safety policies and procedures
- Assisted tenant agencies in the development of emergency action plans
- Coordinated, planned, and conducted evacuation drills throughout the Capital Complex
- Responded to emergency activations
- Investigated incidents/accidents that occurred on State properties
- Monitored expenses and regional operating budget for buildings within the assigned region
- Allocated workload and directly supervised and managed building managers
- Supervised employees as well as performed human resources and administrative duties
- Interviewed and hired prospective employees and prepared performance appraisals; resolved tenant issues related to the building systems, maintenance requests, timing, and coordination of work
- Responsible for the utilization of the CMMS maintenance system in all regional buildings, running reports, tracking workflow and progress.
- Prepared specifications for the bidding and awarding maintenance and building services contracts; evaluated the contractor’s performance and ensured cost-effective use of funds expended; trained other Regional Managers in health and safety compliance involving conformity to Federal and State occupational standards, regulations, and codes
- Supervised, monitored, and directed the work of technicians and service and inspection contractors responsible for maintenance, repairs, installation of life safety equipment and systems, and environmental health activities.
- Established and maintained operational standards for five buildings.
HEALTH & SAFETY SPECIALIST
Maryland Department Of General Services
08.2014 - 05.2019
- Developed and directed a decentralized and comprehensive Health & Safety Program involving compliance with Federal and State occupational standards, regulations, and codes
- Supervised and monitored technicians’ work and service and inspection contractors responsible for maintenance, repairs, installation of life safety equipment and systems, and environmental health activities
- Responsible for multiple aspects of project and contract management, including but not limited to developing the scope of work and technical specifications, assisting with developing requests for bids, and collaborating with contractors
- Completed project justifications for obtaining funding for capital projects and ultimately co-managed those projects with Design and Construction peers
- Assisted the management team in addressing and resolving tenant agency complaints
- Inspected and coordinated, and provided oversight of testing of buildings and life safety equipment to prevent/minimize risks and address deficiencies
- Partnered with management, Maryland Capitol Police, and all shops (electrical, electronic, paint, HVAC, power plant, supply, locksmith, paint, etc.) to identify and address deficiencies and risks and collaborated with tenant agencies to identify and manage risks
- Conducted preliminary investigation of incidents, filed initial Worker’s Compensation Claims, interviewed staff, and took witness statements
- Worked with the Injured Workers Fund (IWIF) claim adjuster to facilitate the resolution of claims
- Developed and implemented emergency preparedness and evacuation plan for Central Services staff
- Created and implemented strategies for monitoring and eliminating safety deficiencies and noncompliance issues
- Provided staff and tenant agencies with training and regular communication regarding health and safety actions, guidelines, drills, and compliance
- Conducted inspections of all facilities, addressed any discrepancies, and provided follow-up on corrective measures
- Provided oversight and coordination of the Asbestos Program and medical monitoring of staff
- Guided tenant agency in developing a variety of emergency preparedness and related evacuation policies and plans; researched and interpreted procedures, policies, and directives; facilitated and provided input into the development of organizational strategic and operational goals
- Established and enforced a culture of awareness and understanding related to provisions of OSHA as critical in applying safety and industrial health criteria to workplaces
- Owned all aspects of contract negotiation and monitoring related to Annapolis Capital Complex Health & Safety Programs
- Drafted, implemented, communicated, and maintained Standard Operating Procedures regarding program management, risk assessment, and continuous improvement
- Proactively identified potential hazards and opportunities to improve controls through ongoing analysis of manufacturing processes.
- Complied with legal and ethical standards to meet regulatory requirements.
- Continually improved knowledge, skills, and performance based on feedback and self-identified professional developmental needs.
- Collaborated with other health and safety professionals to design and deliver educational and compliance services to trade staff and building occupants.
- Identified and applied for grants and acquired alternate funding as needed to support health and safety compliance
- Played a crucial role in regulatory compliance as liaison with the representative of Local and State Civil Defense, Law Enforcement, Emergency Response, and other regulatory bodies
- Guided the development of internal Continuity of Operations Plans and supported customers in developing preparedness and emergency plans.
- Promoted available resources and connected individuals with services.
TEAM LEAD & TRAINER | CHAT COACH SUPERVISOR
Teletech Holdings, Inc
08.2011 - 08.2015
- Directed and mentored a team of 32 remote Consumer Relations Agents in all aspects of operations, utilizing virtual call center tools to manage geographically dispersed personnel
- Ensured continuous development and growth of teams through performance evaluations and individual coaching sessions
- Leveraged strong negotiation skills and persuasive communication style to resolve customer conflicts quickly and effectively
- Provided recommendations to senior management for resolving issues and inconsistencies in policies and procedures
- Conducted onboarding and implemented training programs per established protocols
- Supported individual agents in building action plans and individual performance improvement goals, emphasizing exceeding client and agency business goals and agency performance metrics
- Developed and coordinated team-training courses in critical areas such as the use of technology, corporate compliance, relationship building, and conflict resolution
- Cultivated and maintained relationships with internal and external stakeholders as well as staff and management to drive focus on achieving performance metrics and process improvement strategies.
- Worked different stations to provide optimal coverage and meet production goals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
HOSPITAL PREPAREDNESS PROGRAM COORDINATOR
Maryland Office of Preparedness and Response
01.2013 - 01.2014
- Developed, coordinated, and directed the implementation of new initiatives, special activities, and programs impacting regional public health preparedness
- Coordinated regional coalition activities and projects to integrate the Hospital Preparedness Program and Public Health Emergency Preparedness activities, ensuring regional compliance with the Capabilities Preparedness Guidelines (CPGs) established by the Assistant Secretary of Preparedness and Response (ASPR)
- Drafted and managed National Public Health Preparedness grants for assigned regions and reviewed grant submissions for other regions and sub-awardees
- Continuously monitored and evaluated progress toward goals and objectives for regional programs and projects and performed quality checks to ensure compliance with The Joint Commission’s goals and objectives and to assist in survey preparation
- Developed and implemented regional spending plans and budgets, engaged stakeholders in project planning, and managed contracts
- Drafted and administered two grants totaling $780K and $808K, respectively, and managed all procurement and inventory
- On a rotating basis, served as an agency representative to the State’s Emergency Operations Center (EOC) and was required to be on WebEOC during any event
- Provided oversight of budget activities; developed and monitored spending plans to ensure proper allocation of resources
- Successfully integrated Hospital Preparedness Program and Public Health Emergency Preparedness activities by coordinating regional coalitions and projects, establishing alignment with national goals and guidelines
- Led research and analysis of public health management and preparedness issues to boost personal knowledge and support partners in identifying regional projects and purchases
- Collaborated directly with regional stakeholders in the design, execution, and evaluation of several regional and statewide drills and exercises and one national strategic stockpile exercise
- Directorate of Planning, Training, Mobilization & Security-Emergency Management-Preparedness Branch
PROGRAM MANAGER
Directorate-Planning,Training,Mobilization & Secur
06.2009 - 12.2012
- Developed, launched, and managed an emergency preparedness and disaster awareness program for a large military installation
- Instrumental in drafting and maintaining the Biological Response Plan, Emergency Management, and All Hazard Plans
- Recruited, trained, managed, and supervised staff and volunteers
- Wrote for and administered grants to fund program projects
- Developed spending and budget plans and managed resources
- Coordinated cross-program and cross-functional plans and problem-solving
- Coordinated, conducted, and hosted briefings, meetings, training, promotions, and activities throughout installation and the greater community
- Cultivated partnerships with emergency management entities within the neighboring municipalities and Pueblos
- Partnered with other entities on Post and in the community, planning and conducting training, exercises, and other activities and projects
- Assisted in the development of a variety of continuity-related policies and plans
- Researched and interpreted continuity plans, policies, and directives
- I have provided input into the development of organizational strategic and operational plans
- Played an instrumental role in developing and implementing Biological Response and all Hazard Plans
- Directed ongoing review and analysis of emergency preparedness and disaster awareness program to exceed goals and objectives while proactively identifying any issues, gaps, or opportunities
- Designed and implemented the Prepared Kids Program for children of soldiers attending local schools and worked with the Army Volunteer Coordinator in developing the Community Service Plan
- Collaborated with military and civilian police and fire departments to develop and conduct training and implement effective community awareness outreach activities.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Developed and maintained logistics workflows, procedures and reports.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences for volunteers.
- Devised creative solutions to critical customer and user needs.
Adoptions Specialist
Children’s Connections, Inc
04.2011 - 04.2012
- Provided prospective adoptive families and birth parents comprehensive education and support regarding services and the adoption process
- Performed home studies to ensure the best placement for children and mentored pregnant women experiencing challenging pregnancies
- Spearheaded community outreach to increase the database of potential families through networking, community fairs, and material distribution.
- Documented data and completed accurate updates to case records.
- Completed comprehensive assessments of families to facilitate adoption process.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Maintained detailed case histories, metrics and reports to meet strict standards.
HOSPITAL SERVICES COORDINATOR
OneLegacy Transplant Donor Network
06.2006 - 06.2009
- Collaborated directly with hospital medical, clinical, and administrative teams to ensure donor viability and the enhancement of and compliance with pre-transplant organ and tissue maintenance protocols
- Led negotiations and resolution of conflict related to organ and tissue donation, protocols, processes, and procedures
- Conducted routine medical record reviews to ensure compliance and compiled data regarding case outcomes
- Organized and presented at community-based seminars, workshops, and conferences and strictly adhered to state and federal regulations, including preparation for CMS, audits, and Joint Commission surveys
- Identified, analyzed, and tracked national and federal health-related information
- Ensured hospitals complied with and supported The Joint Commission’s goals and priorities; assisted with preparations for Joint Commission surveys
- Orchestrated total revitalization of community-based education programs in three counties, promoting positive brand image and building networks within culturally diverse communities
- Led proactive analysis of hospital policies and operational issues to identify and capitalize on opportunities to streamline policies and procedures
- Enabled critical decision-making through regular reporting and presentations to senior management data and information regarding proposed government regulations, industry advancements, and best practices.
Community Program Specialist
California State Council, Board X
12.1996 - 06.2006
- Monitored compliance with all publicly funded service agencies
- Collaborated directly with partners and stakeholders to negotiate with clients to resolve effectively for all parties
- Developed and delivered presentations and training to state and national legislative committees, members, and communities
- Presented testimony before Congressional committees and various public forums
- Tracked budget and other legislation on behalf of the Agency, provided commentary, and drafted opinion papers
- Conducted in-depth research and policy analysis into proposed policies, legislation, and regulations to track and comment on those with the potential to improve programs, constituent quality of life, and budgets
- Served as an advocate for constituents’ constitutional rights as a representative in Administrative-Level Fair Hearings, drafting complaints with the Office of Civil Rights and assisting with filing Section 504 and ADA complaints.
- Led group discussions and activities to meet different community needs.
- Facilitated community outreach to expand participation and support.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
- Kept case files updated, accurate and aligned with requirements.
- Maintained internal database of service workers, participants, activities and other relevant details.
- Intervened in crisis situations to obtain support for clients and reduce escalation or recurrence risks.
- Cultivated strong network of providers delivering necessary assistance to very diverse communities.
- Gathered opinions and support from grass-roots supporters to solidify group position.
Education
Master of Science - Law, Crisis Management & Homeland Security
University of MD, Francis King Carey School of Law
Baltimore05.2023
Master of Business Administration - Healthcare Management
Southern New Hampshire University
Manchester09.2019
Bachelor of Arts - Public Policy Analysis & Psychology
University of North Carolina
Chapel Hill, NCNo Degree - Emergency Management
Emergency Management Institute
Emmitsburg, MDDisaster Preparedness Community Emergency Response Hazardous Materials CPR/First Aid (BLS) Amateur Radio Operator-Technician Class Active Shooter Pastoral Care in Critical Incident Stress Management continued… - undefined
Skills
- Highlights of Expertise
- Program Management
- Policy Development & Analysis
- Health & Safety Coordination
- Regulatory Compliance
- Emergency & Disaster Preparedness
- Reporting & Documentation
- Cross-Functional Collaboration
- Contract Management
- Quality Improvement
- Project Planning & Management
- Risk Assessment
- Program Development
- Critical Thinking
- Team Leadership
- Strategic Direction
- Budgeting and Resource Management
- Program Leadership
- Policy and Procedure Improvement
- Documentation Proficiency
- Vulnerability Management
- Remote Team Management
- Partnerships and Resource Mobilization
- Multi-Operations Management
- Volunteer Management
- Adaptable and Flexible
- Property Management
- Vendor Management
- Budget Coordination
- Change Management
Certification
- CPM - Certified Public Manager (in progress), ProFM Certification (in process) • OSHA General Industry Safety Courses (10 & 30 Hour) •MDE Asbestos Program Safety & Health Specialist Course • Supervisor Review Course w/Asbestos License • Advanced Incident Command (ICS 300 & ICS 400) • Incident Command Instructor’s Course (E449) • Active Shooter • Incident Command (ICS 100 and 200) • National Incident Management System (IS 700-NIMS) • Response to Terrorism • National Response Framework (IS 800-NRF) • Continuity of Operations (IS 547a-COOP) • Emergency Management Professional Development Series (7 courses)• Homeland Security Exercise Evaluation Program (HSEEP) • Homeland Security Exercise Evaluation Program Train the Trainer • Radiological Emergencies • Critical Incident Stress Management (CISM)• Fire Safety Supervision • Community Exercise Design & Implementation • Disaster Preparedness • Community Emergency Response • Hazardous Materials • CPR/First Aid (BLS) • Amateur Radio Operator-Technician Class • Active Shooter • Critical Incident Stress Management (Spiritual Care)
Reading, editing, and book reviews for new authors, aspiring sommelier, travel, and more.
In my down time, I enjoy reading book for new authors, providing constructive feedback on storylines, character development and grammar. After living in California for many years, I developed a passion for winemaking and enjoy wine tastings, and food and wine events. I love to travel to experience social and culture things outside of my day to day.
Work Availability
monday
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saturday
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morning
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Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
Program Manager IV (Superintendent)
Maryland Department Of General Services
03.2021 - Current
Program Manager II (Assistant Superintendent)
Maryland Department Of General Services
12.2020 - 03.2021
Regional Manager & Safety Captain
Maryland Department Of General Services
05.2019 - 12.2020
HEALTH & SAFETY SPECIALIST
Maryland Department Of General Services
08.2014 - 05.2019
HOSPITAL PREPAREDNESS PROGRAM COORDINATOR
Maryland Office of Preparedness and Response
01.2013 - 01.2014
TEAM LEAD & TRAINER | CHAT COACH SUPERVISOR
Teletech Holdings, Inc
08.2011 - 08.2015
Adoptions Specialist
Children’s Connections, Inc
04.2011 - 04.2012
PROGRAM MANAGER
Directorate-Planning,Training,Mobilization & Secur
06.2009 - 12.2012
HOSPITAL SERVICES COORDINATOR
OneLegacy Transplant Donor Network
06.2006 - 06.2009
Community Program Specialist
California State Council, Board X
12.1996 - 06.2006
Master of Science - Law, Crisis Management & Homeland Security
University of MD, Francis King Carey School of Law
Master of Business Administration - Healthcare Management
Southern New Hampshire University
Bachelor of Arts - Public Policy Analysis & Psychology
University of North Carolina
No Degree - Emergency Management
Emergency Management Institute
Disaster Preparedness Community Emergency Response Hazardous Materials CPR/First Aid (BLS) Amateur Radio Operator-Technician Class Active Shooter Pastoral Care in Critical Incident Stress Management continued… - undefined
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