Summary
Overview
Work History
Education
Skills
Timeline
Generic
Angela RICE

Angela RICE

Fort Washington,MD

Summary

Well-qualified support professional with a positive and friendly demeanor. Strong attention to detail, effective communication skills, and solid history of tackling diverse and challenging requirements. A focus on innovation and high performance. The ability to prioritize and manage time effectively. The ability to use judgment and skill to complete tasks. Strong organizational skills. Well-versed in Customer Care, Membership, Early Childhood Education, and Accreditation.

Overview

26
26
years of professional experience

Work History

PROGRAMS SUPPORT SPECIALIST

NAEYC
Washington, DC
02.2022 - Current
  • Provides technical assistance on the accreditation process, policies, and procedures to accreditation consumers, including early learning center program staff and the public
  • Serves as the key point of contact to knowledgeably navigate customers through the Accreditation for Early Learning Program's website and electronic portals and support their customer care needs directly and in partnership with NAEYC's Customer Care Team
  • Answers questions about the accreditation standards and process, assessment items, and programs through participation in the early learning phone queue, ticketing system and voicemails, and on NAECY's online community HELLO platform
  • Schedules and conducts both individual and group customer consultations on the accreditation process and content via phone and using web-based platforms
  • Recommends resources, tutorials, webinars, and training to customers to support them with the accreditation process
  • Gathers data, shares customer feedback, and researches, analyzes, develops, and recommends resources to improve the customer's overall experience and improvements to the early learning accreditation process
  • Acts as a resource on current, new, and revised NAEYC early learning Accreditation Assessment items, Early Learning Programs policies, procedures, and process.

CUSTOMER CARE TEAM ASSOCIATE

NAEYC
Washington , DC
08.2020 - 02.2022
  • Provides high quality, service-oriented customer support to the members and potential members of NAEYC
  • As the initial point of contact for the association, the person in this role is expected to exhibit a high level of customer care and support when interacting with our members as we strive to ensure that we enhance their overall customer experience
  • As possible with resourcing levels, an adherence to defined service levels and prioritization of daily workload that meets or exceeds widely accepted standards is essential
  • Handles in incoming internal/external inquiries and manages them through NAEYC’s ticketing system
  • As possible with resourcing levels, resolves all customer service needs within an established timeframe
  • Capitalizes on:
  • The over 4,000 monthly inquiries where each inquiry provides opportunity to problem solve, provide superlative customer service, and respond to customer inquiries in a timely and effective fashion,
  • The ability to handle multiple projects simultaneously covering cross-functional areas while providing exceptional customer service
  • Assisting customers in locating resources to understand and interpret the accreditation standards and assessment items and the accreditation process
  • Providing basic technological support to customers, by assisting the navigation of the Accreditation Portal
  • Ensuring that NAEYC understands customers’ needs, questions, and concerns and that these inputs are fed to other parts of NAEYC to drive improved member/ customer experiences and value,
  • Serving as an ambassador and leveraging every interaction as an opportunity to develop and enhance relationships between members/customers and NAEYC and to position customer care as a value-add “go to” resource.

ADMINISTRATIVE COORDINATOR

NAEYC
Washington, DC
08.2019 - 08.2020
  • Coordinator supports the Program Records unit by providing technical assistance and administrative support
  • These duties include communication with NAEYC assessors to ensure visit materials are entirely received, completing and coordinating data and decision entry of site visit materials upon receipt, and routing completed visit materials correctly, all of which are essential to the accreditation system’s operation
  • Visit data processing
  • Receive data files and related information resulting from accreditation visit assessment
  • Sort and prioritize visit assessments according to established priorities
  • Data enter and score visit data using excel Microsoft
  • Organize and save assessment files to the shared drive
  • Refer visit assessments needing further review, such as for scoring reliability required criteria flag
  • Report difficulties encountered such as technical failure, missing data
  • Maintain tracking spreadsheet of all assessments received and processed on the shared drive
  • Provide cross-training to coworkers and temporary staff supporting this task
  • Issue accreditation decision reports
  • Prepare each ADR using its corresponding decision template
  • Ensure accuracy of score results and program specific information inserted in ADR
  • Prepare ADR email and send to program
  • Create, edit and update PDF forms and excel templates Participate in cross functional NAEYC accreditation of early learning programs workgroups
  • Other duties as assigned
  • NAEYC

QUALITY ASSESSMENT ASSOCIATE

NAEYC
Washington, DC
01.2016 - 08.2019
  • Conduct accreditation visits (announced, unannounced, revisits, verification visits)
  • Facilitate Accreditation Decisions by accurately reviewing submitted Candidacy and Renewal Materials for completeness and compliance to the requirements for programs pursuing or maintaining NAEYC Accreditation
  • Input current decision data and updated group information into the Data Management System during
  • Candidacy and Renewal reviews
  • The Associate is the lead for this task and will complete 150 Decisions a week during the candidacy review period
  • Create NAEYC Accreditation Decision Reports (ADR) through transferring site visit scores into report format, as well as emailing ADRs to programs by established deadlines
  • The Associate, under the supervision of the Director, and direction of the Manager, Program Records, is the lead for this task and will complete between a month ADRs per cohort
  • Program Support: Assist program staff, assessors, and other stakeholders in understanding and interpreting the accreditation standards and criteria, as well as the accreditation system through telephone assistance
  • A
  • Review and process Annual Reports
  • The Associate is expected to process between 100150 AR during a given week
  • B
  • Process and review Self Reports
  • The Associate is expected to review and process between Self Reports a week
  • C
  • Communications and support of related divisions, through attendance at meetings, contributing to public information updates (E-update, website revisions), and consultation
  • D
  • Engage in telephone consultations and technical assistance with programs
  • I
  • While working remotely, the Associate will be responsible for checking department voicemail, logging messages on a google form and returning all voicemails within one business day
  • Messages that are not within the Associate’s knowledge base will be assigned to the appropriate staff
  • Member
  • Assessor Support: Assist with assessor training, including continuing communications through regular teleconferences and webinars
  • The Associate will assist with the compilation of assessor quarterly performance reports, including one on one follow up as needed when assessors have performance problems
  • Assisting with the update of assessment tools: Includes tracking assessor reliability coordination and feedback
  • As the department monitors performance characteristics of instruments, forms and protocols, the Associate will be responsible for updating forms and protocol as assigned
  • Attend ongoing department and team meetings as assigned and complete follow up tasks as needed
  • Crosswalk and proxy development in statewide collaborations and collaborations with other major stakeholders
  • The role may include facilitating communication, creation of materials, analyzing data, a creating reports and presentations as needed
  • Other duties as assigned
  • Assigned programs to assessors for assessor visits.

ACCREDITATION COORDINATOR

NAEYC
Washington, DC
09.2009 - 01.2016
  • Communicates with programs at regular intervals throughout the process and develops an effective working relationship
  • Assist programs to maintain appropriate cost, case, and desired program outcomes
  • Introduces self to program and explains Accreditation Coordinator role and process for programs to contact the Accreditation Coordinator
  • Coordinate the integration of NAEYC 10 Standards/case management functions into the program support and assessment processes with other NAEYC Academy Departments, external service organizations, agencies, and early childhood program facilities
  • Complete expanded assessment of the program and determine eligibility at time of enrollment
  • Complete Eligibility assessment
  • Conduct concurrent reviews of Annual Reports, Candidacy Materials, and Renewal Materials using specific indicators and criteria, and educational requirements as approved by the NAEYC Academy
  • Acts as program advocate investigates and reports adverse occurrences, and performs staff education related to resource utilization, assessment planning and other determining factors required for achieving and maintaining high quality programming
  • Through phone and email support AC’s provide programs with resources such as Torch, Online stores, NAEYC publications, position statements, forms, and general information about the accreditation process
  • Mobilizes resources and schedules consultations, as needed, to achieve expected goal to assist in achieving desired outcomes within the desired timeframe
  • Project manager of AFP & Affiliates and QRIS Crosswalks: Complete crosswalks which evaluate, compare, and assess NAEYC Academy Criteria with local state requirements for QRIS systems, Head start and large system users
  • Collaborate with NAEYC Academy staff in the development and execution of the case management model, and achievement of goals
  • Directs and participates in the development and implementation of program support policies and protocols to provide advice and guidance in handling special cases or program needs
  • Act as a liaison for Accreditation Facilitation Projects to provide guidance and resources regarding the accreditation system
  • Make manager candidacy and renewal decisions in manager's absence
  • Participated in developing the Group Information portion of the new online AMS (Accreditation Management System)
  • Lead Renewal TORCH Discussions online
  • Presented at NAEYC Conference in Washington DC
  • Help developed presentation and contributed to presentation activities for Through the Assessors Eyes, Staff Qualifications, Introduction of Classroom & Program Portfolio
  • Supervised 12 Assessors
  • Reviewed Administrator Evaluations and provided feedback to Assessors
  • Completed quarterly reviews for the 12 assessors that I supervised.

CONTRACTUAL GED EXAMINER

State of Maryland
Waldorf, MD
06.2010 - 09.2011
  • Responsible for monitoring all activities relevant to GED Testing and for conducting testing sessions in accordance with GED Testing Service and DLLR policies and procedures
  • Knowledgeable of confidentiality policies, provide clear directions and communicate effectively; organize test materials and perform multiple tasks involved with test administration; enforce testing policy and procedures; and be able to monitor tests for a minimum of six hours per session.

QUALITY MANAGEMENT COORDINATOR

NAEYC
Washington, DC
06.2006 - 09.2009
  • Provide technical assistance to on-site visitors, program staff, facilitation projects and the public for a region by responding to emails, self-reports correspondence and callers regarding maintaining accreditation
  • Review and analyze Annual Reports and Self-Reports submitted by accredited early childhood program that have been identified due to changes or minimal compliance to determine if additional verification is necessary and monitor outstanding requests for verification
  • Participate in Verification Review Groups to determine if on-site visits are required
  • Created reports from Verification Review Group for Scope and Severity
  • Participated in the Scope and Severity Decision Panel
  • Assist customers with verifying receipt of their programs Annual Report and fee
  • Review use of NAEYC Accreditation promotional materials with individual programs
  • Assist with monthly performance reports, and other aspects of the Quality Management components work
  • Develop and implement quality improvement policies and procedures
  • Develop performance improvement targets for quality, service, and efficiency
  • Perform statistical analysis and data analysis
  • Investigate, monitor, document, and report on quality of care and service issues.

SR. VALIDATION COORDINATOR/ FIELDTRIAL CONTACT

NAEYC
Washington, DC
10.2001 - 06.2006
  • Manager of the field trial for the east region
  • Developed training manuals
  • Managed transportation & travel expense management
  • Primary Liaison in collaboration and communication with field trial participants
  • Resource for regional managers, arrange validation visits, commissions, audits, validator review meetings
  • Monitoring programs returned and not returned materials
  • Prepare performance measures for Field Trial participants
  • Clearing conflict of interest with programs and validators
  • Review program descriptions for completeness, accuracy, and readiness
  • Participate in monthly conference calls and coordinator meetings for field trial participants
  • Serve as a mentor, role model and coach for fellow validation coordinators
  • Lead team meetings, trained new staff, compose reports & letters, and assist supervisor
  • Create filing a system, coordinate mailings, update databases, and maintain confidential files
  • Supervised 15 validation coordinators
  • Scheduled assessor visits.

CO-TEACHER

SMITHSONIAN INSTITUTION EARLY ENRICHMENT CENTER
Washington, DC
09.2000 - 10.2001
  • Plan activities using a variety of materials and equipment to develop good coordination, social skills, creativity, self -expression and an interest in learning
  • Promote language development and self-confidence through storytelling, drama, music, and discussions
  • Help to organize and participate in excursions to enhance learning experiences
  • Encourage children to question and explore the world in which they live
  • Observe children to evaluate and record their progress and to detect signs of developmental delays, ill health, or emotional disturbance.

LEAD TEACHER

EARLY LEARNING CENTER, TNMBC
Washington , DC
06.1997 - 09.2000
  • Assists in the design and implementation of education programs, including in‐service staff training programs
  • Assists in planning and attending special programs and activities related to the center
  • Attends and engages in staff and parent meetings, including biannual Parent/Teacher conferences
  • Attends and engages in ongoing professional development to improve personal and professional skills
  • Conducts regular team meetings with support staff
  • Monitors and supervises daily activities of assigned support staff
  • Supervises and assists assigned support staff with special problems or situations involving staff, families, or children
  • Supports the professional growth of colleagues by sharing materials and information and providing helpful feedback and encouragement
  • Responsible for annual performance evaluation of assigned support staff
  • Always maintains child‐staff and group size ratios
  • Uses and promotes positive guidance techniques
  • Communicates with children on their developmental level
  • Establishes routines with smooth transition periods
  • Encourages children to be independent
  • Designs appropriate room arrangement to support goals of the program
  • Maintains a safe & healthy environment and notifies the administration of maintenance issues
  • Maintains classroom inventory and assists in the purchase of equipment and supplies in accordance with classroom budget
  • Provides a balance between child‐initiated and teacher‐initiated activities
  • Provides a developmentally appropriate and integrated curriculum that meets the needs of individual children
  • Plans and implements culturally diverse experiences that support families
  • Maintains and posts written curriculum plans
  • Assists in development of good nutrition habits and socialization skills
  • Assists children in establishing good habits of toileting and personal hygiene
  • Assesses children’s needs and developmental progress on an on‐going basis
  • Involves classroom team in formal observations and assessments
  • Uses assessments to plan curriculum
  • Meets with individual parents as required on matters involving child or Center policies.

Education

Certification - Medical Billing And Coding

Penn Foster Career School
Scranton, PA

Master of Science - Social Science

University of Maryland University College
Adelphi, MD

Certification - Title Insurance Producer

Training Exchange
Owings Mills, MD
05.2021

BS - Social Science

University of Maryland University College
6.2010

Certification - Addiction Counseling

Maple Springs Seminary College
Washington, DC
6.2001

AA - Early Childhood Education

Prince Georges Community College
Largo, MD
6.2000

Certification - Medical Assistant

ACT Applied Career Training
Rosslyn, VA
6.1996

High School Diploma -

Eleanor Roosevelt High School
Greenbelt MD
6.1994

Skills

  • Verbal and Written Communication
  • Customer Service Support
  • Documentation Development
  • Service Schedule Coordination
  • Resolving Problems and Incidents
  • Microsoft Windows and Office
  • Tracking and Documentation
  • Technical Troubleshooting
  • Issue and Resolution Tracking
  • Training Materials Development
  • Problem Solving
  • Online Chat Support & Blogging

Timeline

PROGRAMS SUPPORT SPECIALIST

NAEYC
02.2022 - Current

CUSTOMER CARE TEAM ASSOCIATE

NAEYC
08.2020 - 02.2022

ADMINISTRATIVE COORDINATOR

NAEYC
08.2019 - 08.2020

QUALITY ASSESSMENT ASSOCIATE

NAEYC
01.2016 - 08.2019

CONTRACTUAL GED EXAMINER

State of Maryland
06.2010 - 09.2011

ACCREDITATION COORDINATOR

NAEYC
09.2009 - 01.2016

QUALITY MANAGEMENT COORDINATOR

NAEYC
06.2006 - 09.2009

SR. VALIDATION COORDINATOR/ FIELDTRIAL CONTACT

NAEYC
10.2001 - 06.2006

CO-TEACHER

SMITHSONIAN INSTITUTION EARLY ENRICHMENT CENTER
09.2000 - 10.2001

LEAD TEACHER

EARLY LEARNING CENTER, TNMBC
06.1997 - 09.2000

Certification - Medical Billing And Coding

Penn Foster Career School

Master of Science - Social Science

University of Maryland University College

Certification - Title Insurance Producer

Training Exchange

BS - Social Science

University of Maryland University College

Certification - Addiction Counseling

Maple Springs Seminary College

AA - Early Childhood Education

Prince Georges Community College

Certification - Medical Assistant

ACT Applied Career Training

High School Diploma -

Eleanor Roosevelt High School

Similar Profiles

CREATE PROFILE
Angela RICE