Beverly Gilmer
Direct Support Professional
Naperville,IL
Summary
Dedicated healthcare professional with more than 20 years of combined leadership, customer service, and direct care experience supporting individuals with intellectual and developmental disabilities (IDD), behavioral health needs, and complex medical conditions. Currently serving as a Program Supervisor with proven success leading residential operations, supervising staff, coordinating client care, and ensuring compliance with state regulations and organizational standards. Experienced in person-centered care, medication administration, behavioral intervention, staff development, scheduling, payroll administration, client financial management, and interdisciplinary collaboration. Recognized for building strong relationships with individuals served, families, healthcare providers, and community partners while promoting dignity, independence, safety, and quality outcomes.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Program Supervisor
Sevita Illinois Mentor
03.2025 - Current
- Lead the daily operations of a residential healthcare program supporting individuals with intellectual and developmental disabilities.
- Supervise, coach, and evaluate a team of 8 Direct Support Professionals, fostering accountability, teamwork, and high-quality care.
- Develop employee schedules, approve timesheets, and maintain adequate staffing levels to ensure continuity of services.
- Oversee client financial accounts, budgeting, purchasing, and documentation while maintaining compliance with agency policies.
- Coordinate medical appointments, behavioral health services, therapy visits, transportation, and community activities.
- Ensure implementation of Individual Service Plans (ISPs), behavior support plans, physician orders, and healthcare recommendations.
- Monitor medication administration records, incident reports, progress notes, and regulatory documentation for accuracy and compliance.
- Collaborate with nurses, physicians, case managers, guardians, behavioral specialists, and interdisciplinary teams to promote positive health outcomes.
- Respond effectively to medical emergencies, behavioral crises, and staffing issues while maintaining a safe environment.
- Mentor staff through coaching, training, and performance improvement initiatives.
- Assessed community needs and identified resources for social and community service programs.
- Managed volunteer programs focused on providing community services to underserved populations.
- Established and maintained relationships with key stakeholders.
- Conducted outreach activities to engage local stakeholders in programs.
- Increased program efficiency by streamlining processes and implementing time-saving strategies.
- Evaluated program performance regularly, using data-driven insights to inform future decision-making processes.
- Developed strategic plans aligned with organizational goals to drive program success.
- Directed team of Eight personnel, overseeing records, performance, and quality assurance.
- Coached team members on productivity strategies to accomplish challenging goals.
Direct Support Professional
Sevita Illinois Mentor
06.2024 - Current
- Delivered compassionate, person-centered care to individuals with intellectual and developmental disabilities.
- Assisted with activities of daily living including bathing, dressing, grooming, meal preparation, mobility assistance, and medication administration.
- Implemented Individual Service Plans (ISPs) and behavioral support plans.
- Promoted independence through life-skills training and community integration.
- Maintained accurate documentation, medication records, and daily progress notes.
- Collaborated with healthcare professionals and interdisciplinary teams to ensure quality care.
Dispatcher
Roto-Rooter
06.2024 - 03.2025
- Coordinated technician scheduling and emergency service requests.
- Maintained accurate documentation and scheduling records.
- Demonstrated exceptional communication, organization, and customer service skills in a fast-paced environment.
Logistics Coordinator
TG1 Transport LLC
05.2018 - 08.2024
- Coordinated daily transportation operations and scheduling.
- Managed communication between drivers, vendors, and customers.
- Maintained regulatory compliance and resolved operational challenges.
- Improved efficiency while ensuring timely service delivery.
Senior Technical Support Specialist / Team Leader
Verizon Wireless
09.2004 - 09.2023
- Provided exceptional technical support and customer service.
- Led daily team operations and mentored new employees.
- Assisted with onboarding, training, and performance coaching.
- Maintained confidential customer records while resolving complex issues.
- Earned recognition for leadership, professionalism, and service excellence.
Education
Communications - Arts & Business
DeVry University
Naperville, IL09.2007
Business Administration - Applied Science
University of Phoenix
Naperville, IL03.2006
Skills
- Account AdministrationSoftware EvaluationMicrosoft DeploymentTechnical Support and AssistanceNetwork Performance MonitoringMalfunction DiagnosisProblem-solvingCommunicationTime Management Documentation Development Incident Management
Accomplishments
Throughout my career, I have consistently demonstrated excellence in technical support, logistics, and customer service, earning recognition such as the Customer Service Award for outstanding service and peer support. My dedication to maximizing system capabilities, streamlining logistics operations, and providing clear, actionable guidance has positioned me as a top performer—ranked as the Top Technical Support Representative in my region. I have also contributed to the professional development of others through clear documentation and training, and my commitment to continuous learning is reflected in multiple certifications, including A+ IT and CPR. These accomplishments underscore my ability to deliver results, support colleagues, and drive operational success across diverse roles.
Certification
- CPR Certified
- Illinois Medication Administration Certified
- Insulin Administration Certified
- CompTIA A+ Information Technology Certification
Timeline
Program Supervisor
Sevita Illinois Mentor
03.2025 - Current
Direct Support Professional
Sevita Illinois Mentor
06.2024 - Current
Dispatcher
Roto-Rooter
06.2024 - 03.2025
Logistics Coordinator
TG1 Transport LLC
05.2018 - 08.2024
Senior Technical Support Specialist / Team Leader
Verizon Wireless
09.2004 - 09.2023
Communications - Arts & Business
DeVry University
Business Administration - Applied Science
University of Phoenix
Awards
Customer Service Excellence Award, 2011, Recognized for consistently demonstrating exceptional customer service, leadership, professionalism, and commitment to organizational excellence.