Annette Hershner

• Worked within a team to maintain customer flow of front desk reception area. Answered incoming calls and operated switchboard to transfer calls to caseworkers. Scanned all incoming documents and assisted caseworkers as needed. Key Results:
• Promoted to sole Unit Support worker within the Marion Connections department because of my ability to handle a large workload and provide quality customer service simultaneously.
• Utilized CRISE system to answer questions and direct customer flow.
• Provide resource room assistance on a daily basis to clients who have very little computer/job searching experience.
• Assist with interviewing at job fairs and application screening.
• Refer clients to additional government/community programs to assist with emergent needs.

Managed and maintained caseload of clients, approving, denying government programs according to policy. Conducted intake and renewal interviews for benefits.

• Averaging 20 calls per day, about individual cases
• Process 30 pieces of case information, accessing on-line data centers, such as On-Base and OB state systems.
• Support team as needed, depending on case load numbers.
• Audit cases for accuracy.

Consistently commended for team-player mind-set, “doing it right the first time” and working with minimal supervision under tight deadlines.

Pro-actively managed call –offs from staff and completed the rescheduling process. Assisted with activities of daily living of home bound clients. Managed client budget and decision-making process. Served clients as a companion and remained up-beat even during the most difficult days