Katherine Schoppy
Duncannon,PA
Summary
Dedicated professional with extensive experience in staff education and training within human services. Skilled in facilitating communication across teams to ensure compliance with state regulations and enhance service quality, resulting in improved operational efficiency.
Overview
23
23
years of professional experience
Work History
Human Service Analyst
Commonwealth of Pennsylvani- Department of Human Services
Harrisburg, PA
12.2016 - Current
- Developed instructional materials and facilitated training sessions to ensure staff understanding of new systems and service protocols.
- Facilitated communication and alignment among cross-functional teams to uphold compliance with state regulations and policies.
- Led stakeholder discussions to obtain feedback and implement improvements in service delivery methodologies.
- Oversaw helpline call queue operations within Genesys, effectively managing daily communications with LIHEAP vendors. Supervised monitoring of LIHEAP resources and coordinated reissue and second pay mailboxes. Facilitated efficient responses to inquiries from county assistance offices and LIHEAP vendors on a daily basis.
Income Maintenance Caseworker
Commonwealth of PA-Department of Human Services
New Bloomfield, PA
04.2003 - 12.2016
- Assessed client eligibility for income maintenance programs using comprehensive case analysis.
- Developed and maintained accurate client files to ensure compliance with state regulations.
- Facilitated communication between clients and various service providers to coordinate support services.
- Conducted thorough interviews to gather information for determining benefit entitlements.
Education
Bachelor of Science - Applied Behavioral Science
Pennsylvania State University
Harrisburg, PA05-2000
Skills
- Network troubleshooting
- User acceptance testing
- Application support
- Business analysis
- Incident management
- Service management
- Teamwork
- Software troubleshooting
- Complaint handling
- Complaint resolution
- Staff education and training
Timeline
Human Service Analyst
Commonwealth of Pennsylvani- Department of Human Services
12.2016 - Current
Income Maintenance Caseworker
Commonwealth of PA-Department of Human Services
04.2003 - 12.2016
Bachelor of Science - Applied Behavioral Science
Pennsylvania State University