Angela Avila
Clifton,CO
Summary
Efficient professional in government program administration, known for high productivity and ability to complete tasks swiftly. Specialize in eligibility determination, case management, and regulatory compliance. Excel in communication, problem-solving, and adaptability, ensuring smooth operations and client satisfaction.
Overview
11
11
years of professional experience
Work History
Eligibility Specialist Tech II Team Lead
Mesa County Department of Human Services
Grand Junction, Colorado
02.2024 - Current
- Participates in the development and implementation of goals, objectives, and policies for the team.
- Coordinates and assists the supervisor with personnel-related issues, serves as the first line of supervision, and works with the division director to resolve employee issues in the absence of the supervisor.
- Assists and monitors the Call Center Client Support team with daily duties as assigned, including incoming calls, monitoring lobby customers, processing intake, and ongoing and mid-certification SNAP and Medical Assistance case issues. Assists clients on the phone and in person; provides requested information when possible, and refers the caller or visitor to the appropriate team or community resource. Ensures that staff protects the identification of clients at all times.
- Covers staff duties as needed due to staff absences or vacancies, to ensure timely service to clients. Resolves identified client problems in the absence of a supervisor.
- Creates and maintains effective working relationships with team members and staff from other divisions.
Eligibility Specialist
Mesa County Department of Human Services
Grand Junction, Colorado
01.2023 - 02.2024
- Communicates in a timely and responsive manner with internal teams, community organizations, providers, and state staff.
- Oral and written communications must be clear and effective.
- Attends team and division meetings as requested. Works effectively in a team environment, providing assistance to co-workers as needed.
- Attends meetings as a representative of the department; conducts self in accordance with department values. Conducts initial and ongoing program eligibility interviews and assessments by phone, face-to-face, or during a home visit, and gathers information such as income and financial resources. Determines initial and ongoing eligibility for such programs as Food Assistance, Medical Programs, and Financial Assistance Programs, as described in Colorado Staff Manuals, Volumes III, IV-B, and VIII, through the Department of Human Services or the Department of Health Care Policy and Finance. Determines eligibility for Expedited Food Assistance.
- Approves or denies applications, closes cases as necessary, and notifies clients of decisions in writing. Transfers cases to the appropriate eligibility specialist, team, or closed caseload.
- Assists clients in completing forms and obtaining the necessary documentation for program participation. Assesses client needs and makes referrals to other agencies and community services.
- Screen applications to verify programs being applied for. Uses computerized systems to research current and past assistance status and history. Sets up new case files and properly categorizes household composition.
- Maintains a working knowledge of the current proscribed eligibility computer system. Performs data entry functions to ensure that required and relevant information is accurately entered into numerous complex data systems. Processes change forms for continued eligibility determination. As required, verifies all information through computer data banks, pay stubs, contacts with employers and banks, etc. Ensures benefit calculations made by the current proscribed eligibility computer program(s) are accurate in order to reduce/eliminate errors.
- Provides customer service by responding to inquiries regarding programs and services. Handles client complaints and provides needed information regarding program guidelines.
- Maintains a working knowledge of the current proscribed eligibility computer system. Performs data entry functions to ensure that required and relevant information is accurately entered into numerous complex data systems. Processes change forms for continued eligibility determination. As required, verifies all information through computer data banks, pay stubs, contacts with employers and banks, etc. Ensures benefit calculations made by the current proscribed eligibility computer program(s) are accurate in order to reduce/eliminate errors.
- Maintains a working knowledge of program rules and regulations. Receives, researches, resolves, and clears information on required program reports. Processes program sanctions. Identifies the level and kind of sanction. Provides sanction notification to the client being sanctioned. Prepares cases for, and attends, dispute resolution conferences, appeals hearings, or other court cases in person or by telephone to represent the county and to testify to the facts of the case. Ensures documentation is detailed and clear in the case file.
Secretary to the Principal
Mesa County School District 51
, CO
03.2021 - 11.2022
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
- Operated office equipment such as photocopiers, scanners, and fax machines.
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Coordinated catering services for various functions, including sales trainings and department meetings.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
- Handled confidential documents with discretion.
- Ordered office supplies to purchase items and maintain appropriate levels.
- Greeted visitors and directed to appropriate location or person.
Attendance Secretary
Mesa County School District 51
Grand Junction
08.2013 - 03.2021
- Issued admit slips for students after absence or late arrival.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Communicated with parents, teachers and members of public with patient demeanor.
- Compiled data related to student attendance into spreadsheets for further analysis.
- Assisted with the coordination of substitute teachers when needed due to teacher absences.
- Resolved issues with parents using active listening skills to de-escalate difficult situations.
- Monitored tardiness, excused and unexcused absences, and early dismissals by verifying notes from parents and guardians or other authorized personnel.
- Provided detailed reports to faculty members regarding student attendance in their classes.
Education
High School Diploma -
Oakland Catholic High School
Pittsburgh06-1994
Some College (No Degree) -
Community College of Allegheny County
Pittsburgh, PASkills
- Eligibility determination
- Attention to Data Accuracy
- Compliance Management
- Client Engagement Strategies
- Conflict resolution
- Effective communication
- Confidential document handling
- Problem solving
- Customer service
Timeline
Eligibility Specialist Tech II Team Lead
Mesa County Department of Human Services
02.2024 - Current
Eligibility Specialist
Mesa County Department of Human Services
01.2023 - 02.2024
Secretary to the Principal
Mesa County School District 51
03.2021 - 11.2022
Attendance Secretary
Mesa County School District 51
08.2013 - 03.2021
High School Diploma -
Oakland Catholic High School
Some College (No Degree) -
Community College of Allegheny County