Angie Venne
Tucson,Arizona
Summary
With 27 years of experience in support coordination, training, leadership, and customer service, I am ready to serve as the Bureau Chief for the CARES Administration. I aim to collaborate with stakeholders, foster inclusivity both internally and externally, and ensure that the CARES Administration not only meets but exceeds its mission of serving Arizona with integrity and excellence.
Overview
23
23
years of professional experience
Work History
Customer Service Administrator
DES/DDD
08.2022 - Current
- Direct, coordinate, and supervise 17 Customer Service and Provider Relations staff and managers who receive DDD Grievances and Inquiries from stakeholders, members and families, qualified vendors, the Governor’s office, Legislative Services, AHCCCS, the DES Director's office, and advocates, ensuring timely and appropriate resolution.
- Assist in the resolution of high-profile complaints, communicating with members, advocates, qualified vendors, and other stakeholders.
- Write, train, and oversee the implementation of policies, procedures, and work standards that support a culture of compliance with federal and state regulations, improve the member's experience, and align with the Division's Mission.
- Collaborate with vendors, DDD staff, members, families, and stakeholders on statewide projects and initiatives.
- Assist the CARES Bureau Chief and other executive leaders with communications such as Vendor Blasts, Quick Reference Guides, stakeholder and member/family presentations, town halls, and internal communications to other functional areas.
- Conduct presentations for internal and external customers regarding the Division's Customer Service Department.
- Oversee the tracking and trending of the Division's grievances and inquiries for functional area data analysis and process improvement.
- Ensure any scheduled or ad-hoc AHCCCS deliverables are provided timely and accurately.
- Oversee vendor website audits and vendor communication audits to ensure adherence to the AHCCCS publication guidelines.
- Conduct regular performance evaluations for continuous improvement in individual staff members' skills and capabilities.
- Organize departmental meetings focused on sharing best practices, discussing ongoing challenges faced by team members, and brainstorming potential solutions.
Statewide Training Manager
AZ DES/Office of Professional Development/Division of Developmental Disabilities
01.2019 - 08.2022
- Provided leadership, direction, and guidance to DDD’s statewide training team to ensure strategic implementation of the Division’s training program in compliance with federal and state regulations and industry standards.
- Planned, initiated, administered, monitored, and evaluated the Division’s training program.
- Oversaw all training projects, evaluated training data, and collaborated with Division SMEs to identify training gaps and opportunities.
- Wrote and copy-edited Instructor Guides and Participant Guides and oversaw training content through to production.
- Led transition to a blended learning approach, combining online and in-person training methods for more flexible learning options during the pandemic.
- Assisted DDD SMEs in writing comprehensive Division policies and procedures.
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with the Division’s mission and values, regulatory guidelines, policy, and procedures.
- Communicated training expectations to all employees and collaborated with the Division's leadership team to ensure their staff had timely and quality training.
- Oversaw all training schedules for new hires statewide, ongoing professional development for existing staff and ensured that all training roll-outs were executed by Division deadlines.
- Participated in project meetings with all functional areas within DDD.
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Projects included C2F, SimpliGov, AHCCCS Person Centered Service Plan, Training and Prevention of Sexual Abuse Workgroup, EVV, Vendor Call changes, QMU changes, Legislative Reflection, Policy Review Team, Physical Management Workgroup.
District South Training Officer/Training Supervisor
AZ DES/Office of Professional Development/Division of Developmental Disabilities
01.2014 - 01.2019
- Implemented Arizona Management System (AMS) tools and strategies for data-driven decision-making and disciplined problem-solving.
- Supervised and mentored all new instructors, ensuring the newly released curriculum and updated curriculum were delivered as intended.
- Acted as SME and liaison between the program and design team for DDD training projects.
- Managed DDD training projects from initial request to course roll-out.
- Worked with internal and external business partners to meet organizational training needs and communicate progress in written and verbal form.
- Represented training manager (interim training manager summer of 2017) in stakeholder meetings and delivered comprehensive metrics and reports on assignments and agreements.
- Conducted assessments when a training need was identified and developed strategies to meet the need in a smart and proactive way.
- Reviewed policy/procedure changes and communicated the impact on curriculum so instructors had the most current and accurate information to deliver to the customer.
- Audited and evaluated current training to ensure standards were adhered to and projects had expected impact.
- Evaluated and reviewed customer surveys with instructors to assist them in reaching their maximum potential in the classroom.
- Developed onboarding processes for DS employees and continually evaluated them for effectiveness.
- Managed and triaged, on rotation, after-hour calls for district south.
- Coordinated all community outreach for District South, such as the Buddy Walk, Autism Walk, blood drives, Raising Special Kids learning opportunities, and food drives.
Case Manager Supervisor (Human Service Specialist Unit Supervisor)
AZ DES/Division of Developmental Disabilities
01.2008 - 01.2014
- Supervised, mentored, and trained a team with up to 10 Support Coordinators who serve over 400 members and families.
- Interviewed and selected new Support Coordinators and support staff within my team.
- Assisted the District South training department in the facilitation of Support Coordination Training.
- Facilitated and organized staff meetings and training to ensure Division policy and procedures were appropriately implemented.
- Assessed and monitored staff workload to ensure maximum productivity, effectiveness, and customer service.
- Facilitated complex team meetings, corresponded with community providers, including behavioral health providers, and maintained relationships with other Division representatives.
- Facilitated Person-Centered Planning meetings.
- Evaluated assessed services and planning documents to ensure that the needs of the member(s) and their family were met while maintaining federal and state guidelines.
- Conducted employment development plans and performance evaluations to assist staff in maximizing their full potential.
- Performed ALTCS audits on all staff to measure and maintain ALTCS timeliness and accuracy requirements while providing quality person-centered support.
- Monitored/developed Cost Effectiveness Studies to ensure that service delivery was appropriate for the needs of the member and family.
- Organized, planned, and implemented morale-building activities for the entire South District.
- Acted on behalf of the Area Program Manager in his absence.
- Participated in a variety of work groups, both district-specific and statewide.
- Represented Support Coordination at District South provider forums.
Support Coordinator (Human Service Specialist II)
AZ DES/Division of Developmental Disabilities
01.2002 - 01.2008
- Provided support coordination to individuals with developmental disabilities (members) by supporting them and their families to lead the most healthy, self-sufficient, productive lives within their capabilities.
- Gathered required information and documentation to determine and maintain eligibility for Division services following state/federal mandates and agency policy and procedures.
- Facilitated and participated in meetings with educational and behavioral health teams, vocational rehabilitation services, and other state agencies.
- Served as a member and facilitator of multi-disciplinary teams to assess member resources and develop person-centered service plans.
- Acted as Representative Payee for governmental benefits such as SSA, paying expenses for members and managing their personal spending.
- Reviewed reports and documents provided by contract agencies to ensure that services were being delivered appropriately and effectively.
- Staff Advisory Liaison for the Support Coordination Unit.
Education
Skills
- Knowledge of ADOA, DES, DDD policy and procedures
- Knowledge of AHCCCS contract, CMS Guidelines
- Ability to effectively lead large, multi-leveled, multi-disciplinary teams
- Exceptional verbal and written communication
Knowledgeskillsabilities
- Knowledge of ADOA, DES and Division policy and procedures and AHCCCS/ALTCS contractual obligations.
- Ability to effectively lead others in the Division’s strategic goals of delivering member-centered, medically necessary services to the community.
- Ability to effectively lead large multi-leveled, multi-disciplinary teams.
- Exceptional verbal and written communication specifically around Division processes, problem solving and team building.
- Effectively manage conflict and resolve problems with internal partners and community members such as Qualified Vendors and the families we support.
- Person Centered Planning Facilitator
- Certified DES Instructor
- Google Suite
- Zoom for Government
- Article 9 Instructor
- Effectively managed a large retail customer service department responsible for sales, returns and telephone orders.
Timeline
Customer Service Administrator
DES/DDD
08.2022 - Current
Statewide Training Manager
AZ DES/Office of Professional Development/Division of Developmental Disabilities
01.2019 - 08.2022
District South Training Officer/Training Supervisor
AZ DES/Office of Professional Development/Division of Developmental Disabilities
01.2014 - 01.2019
Case Manager Supervisor (Human Service Specialist Unit Supervisor)
AZ DES/Division of Developmental Disabilities
01.2008 - 01.2014
Support Coordinator (Human Service Specialist II)
AZ DES/Division of Developmental Disabilities
01.2002 - 01.2008
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