April Hileman
Summary
Driven Program Director successful at overseeing cost-effective, high-quality programs. Offering extensive experience in managing well-run operations and achieving solid results. Extensive experience upholding quality standards to drive program growth. Organized and motivated to apply time management and organizational skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
MOHELA
07.2023 - Current
- Receive inbound calls and make outbound calls to delinquent loan borrowers
- Resolve customer inquiries
- Take loan payments
- Provide repayment options to student loan borrowers regarding their student loan debt.
Telehealth Clinical Technician
US Department, Veterans Affairs
08.2022 - 04.2023
- Preparing the clinical environment, which may include preparing medical and telecommunicationsequipment to be used for clinical examination and treatment
- Serving as a telepresenter within scope of practice during clinical video telehealth (CVT) and VA Video
- Connect (VVC) encounters including tasks such as establishing and maintaining video conferencingconnections, making introductions between patient site and provider site, following instructions of aclinician to facilitate an effective clinical encounter
- Serving as an imager and clinical data manager for store and forward telehealth (SFT) clinical encountersincluding tasks such as capturing images, collecting data and transmitting them electronically for clinicalreview in accordance with VHA national guidelines
- Receiving and scheduling requests for simple and complex intra-facility, and inter-facility telehealthappointments using an electronic resource-based scheduling system
- Screening patients for Telehealth modality and referring patients that do not meet established criteriato appropriate care
- Monitoring and maintaining schedules of rooms, patients, technologies, clinical providers and presentersas needed to ensure efficient telehealth operations
- Configuring, installing, troubleshooting, cleaning, and performing minor routine maintenance of assignedtelehealth technology;
- Ensuring assigned telehealth technologies are managed appropriately to include inventory, secure, readyfor use, and accounted for by preparing and tracking maintenance work orders, information systems,inventory records, and communicating with the National Telehealth Technology Help Desk to facilitatetroubleshooting, repair, and coordination of replacement equipment as necessary
- Arranging and completing test video calls with Veterans to prepare the Veterans for clinical encountersusing telehealth technologies
- Ensuring information and resources are maintained for local and remote telehealth providers so they caneffectively execute contingency and emergency plans
- This position supports the provision of patient care using telehealth technologies which increase a
- Veteran's access to care and support a Veteran's self-management.
Housing Services Program Director
Blair County Community Action
01.2019 - 06.2022
- Oversight of all programs in BCCAP housing services program department through HUD and fundingagencies;
- Supervision and oversight of all employees in Housing Department;
- Development and oversight of policies and procedures of housing programs according to regulations;
- Assign work to staff and coordinate the delivery of services to program clients;
- Preparation of required project reports and invoices in coordination with the fiscal department;
- Quality assurance checking of files to assure compliance;
- Assist in the development of new programs by completing grant proposals and project budgets incorporation with the Deputy Director;
- Completion of miscellaneous reporting and survey documents required by Federal, State, local andprivate sector contractors;
- Responsible for the development of program narratives and the establishment of specific goals andobjectives and agency initiatives;
- Become active and knowledgeable regarding the Fair Housing Laws and all other federal, state and localrules and requirements regarding homeless contracts;
- Develop and maintain appropriate relationships with funders and community representatives;
- Develop training plans for all assigned staff ensure they are meeting the requirements of their job andfunding mandates;
- Attendance at required trainings and meetings as needed for updates on programs;
- Miscellaneous administrative and supervisory duties;
- Managed program operations and provided strategic leadership for workers
- Planned and conducted strategy meetings to brainstorm new ideas and deliver program and milestoneupdates
- Collaborated with various parties involved in program to evaluate successes and failures as well asdevelop new partnerships and make proactive changes
- Liaised between organizations, partners, stakeholder and members to promote and improve servicesand communication
- Other Duties as assigned.
Homeless Department Senior Case Manager
Blair County Community Action
10.2017 - 01.2019
- Assist with the oversight of all programs in BCCAP homeless program department through HUD andfunding agencies;
- Assist with the review and oversight of all employees work in the Homeless Department;
- Development and oversight of policies and procedures of homeless programs according to regulations;
- Assist with the supervision of assigned work to staff and coordinate the delivery of services to programclients;
- Assist with the preparation of required project reports and invoices in coordination with the fiscaldepartment;
- Assist with the quality assurance checking of files to assure compliance;
- Assist in the development of new programs by completing grant proposals and project budgets incorporation with the Deputy Director;
- Assist with the completion of miscellaneous reporting and survey documents required by Federal, State,local and private sector contractors;
- Assist with the development of program narratives and the establishment of specific goals and objectivesand agency initiatives;
- Become active and knowledgeable regarding the Fair Housing Laws and all other federal, state and localrules and requirements regarding homeless contracts;
- Become knowledgeable of home loan and housing programs and opportunities available for clients fromother agencies and financial institutions in the county such as First Time Home Buyers Programs, Rental
- Assistance
- Programs, and Section 8;
- Assist with developing and maintaining appropriate relationships with funders and communityrepresentatives;
- Assist with developing training plans for all assigned staff ensure they are meeting the requirements oftheir job and funding mandates;
- Attendance at required trainings and meetings as needed for updates on programs;
- Miscellaneous administrative and supervision of work duties;
- Perform client assessments to: Identify strengths and weaknesses with regard to addressing issues andachieving goals;
- Develop a case plan for client to establish goals
- Refer clients to other service providers as needed
- Meet with clients regularly to monitor progress toward attainment of goals;
- Maintain records, keep progress reports and document progress in client case file and in computerdatabase
- Provide feedback to clients and revise client goals as needed;
- Coordinate services with other internal programs and other organizations in the community;
- Utilize a computer to develop and track client goals and to input client data into internal and web basedmanagement information systems;
- Attend and successfully complete certification courses or seminars as directed by the Department
- Director and/or
Homeless Case Manager
Blair County Community Action
03.2016 - 10.2017
- Interview client to determine eligibility and document case file;
- Perform client assessments to identify strengths and weaknesses and develop a housing plan with regardto addressing barriers and achieving self-sufficiency;
- Develop a case plan in conjunction with the client/patient to establish goals such as housing andemployment
- Refer clients to other service providers as needed;
- Meet with clients regularly to monitor progress toward attainment of goals;
- Maintain constant communication with client, counseling providers, treatment providers, etc
- Maintain records, keep progress reports and document progress in client case file and in computerdatabase
- Provide feedback to clients and revise client goals as needed;
- Coordinate services with other internal programs and other organizations in the community;
- Participate in and successfully complete all certifications, trainings, seminars, meetings, and webinarsas deemed necessary by the immediate supervisors
- Other duties as assigned.
Medication Technician/personal Care Assistant
Colonial Courtyard
03.2012 - 03.2016
- Made beds, swept floors and sanitized surfaces to support activities of daily living
- Maintained daily living standards by assisting clients with personal hygiene needs
- Provided ongoing compassionate patient care for each client
- Assisted with meal planning to meet nutritional plans
- Recorded patient temperature, pulse and blood pressure to monitor health and well-being
- Laundered clothing and bedding to prevent infection
- Reported concerns to nurse supervisor to promote optimal care
- Helped patients during ROM exercises to maintain musculoskeletal functions and increase strength
- Completed scheduled patient check-ins and progress reports for clients
- Maintained clean and well-organized environment for client happiness and safety
- Improved patient outlook and daily living through compassionate care
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries
- Created safe and positive living situations for clients by communicating with family and other staff aboutconcerns or challenges
- Followed care plan and directions to administer medications
- Monitored vital signs and medication use, documenting variances and concerning responses
- Aided with mobility and independence for disabled individuals and continually monitored safety
- Examined and treated patient lacerations, contusions and physical symptoms and referred patients toother medical professionals when necessary
- Safely and accurately prepared all medications and sterilized products by using proper techniques,calculations and standards of precautions
- Prevented spread of infection by consistent hand washing, universal precautions and special isolationprocedures
- Dressed, groomed and fed patients with limited physical abilities to support basic needs
- Helped clients stay happy and healthy by providing mental and emotional support
- Helped transition patient between bed, wheelchair and automobile to provide safe mobility support
- Greeted patients and families with enthusiastic, compassionate attitude to establish long-termprofessional relationships
- Maintained medication stock and cleaned patient rooms and equipment
- Administered scheduled drugs, under direct supervision of licensed nurse
- Documented information in patient charts and communicated status updates to interdisciplinary careteam
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
Education
Altoona Area High School
Altoona, PATechnical Certificate - CNA
Central Pennsylvania Institute of Science And Technology
Bellefonte, PA03.2012
Skills
- Developing Policies
- Staff Supervision
- Weekly Payroll
- Housing Regulations
- Operations Leadership
- Accounts Payable and Accounts Receivable
- Resident Satisfaction
- Issue Resolution
- Communications Strategies
- Administrative Support
- Oversee Fundraising
- Set Organizational Policies
- Workflow Processes
- Generate Reports
- Direct Operations
- Prepare Budgets
- Accurate Documentation
- Professional Relationships
- Research
- Onsite Visits
- Clerical Support
- Client Consulting
- Development Activities
- Team Development
- Case File Preparation
- Cost Control
- Community Organization
- Ethical Standards
- Financial Statements
- Staff Development
- Research and Analysis
- Compassionate Communication
- Progress Reporting
- Case Management
- Critical Thinking Skills
- Data Entry
- Records Management
- Conflict Mediation
- Crisis Intervention
- Community Outreach Programs
- Behavioral Skills Development
- Program Requirements
- Eligibility Requirements
- Safety and Risk Assessments
- Behavioral Disorders
- Eligibility Reviews
- Operational Requirements
- Patient Health Information Access
- Intake Assessment
- Microsoft Office
- Public Assistance Programs
- Claim Processing
- Fact-Checking Skills
- Client Screening
- Case File Management
- Grant Reporting
- Compile Data
- Client Intakes
- Data Collection and Entry
- Data Analysis
- Maintain Records
Timeline
Customer Service Representative
MOHELA
07.2023 - Current
Telehealth Clinical Technician
US Department, Veterans Affairs
08.2022 - 04.2023
Housing Services Program Director
Blair County Community Action
01.2019 - 06.2022
Homeless Department Senior Case Manager
Blair County Community Action
10.2017 - 01.2019
Homeless Case Manager
Blair County Community Action
03.2016 - 10.2017
Medication Technician/personal Care Assistant
Colonial Courtyard
03.2012 - 03.2016
Altoona Area High School
Technical Certificate - CNA
Central Pennsylvania Institute of Science And Technology