Diane Richards

• Under general supervision, performs professional administrative and managerial duties related to the management of the county’s homeless shelters utilizing federal, state and county funds.
• Oversees the operations of the county’s homeless shelter operations. Makes recommendations involving strategic planning, management practices and policy development.
• Develops and implements monitoring and reporting documentation of sub recipients as well as monitor programs to assure compliance with rules, regulations, and statutory requirements of funding sources.
• Serves as responsible grant accountant/contract officer for shelter related expenses.
• Assisted in budget tracking and processing of invoices accurately.
• Communicated effectively with stakeholders to resolve inquiries promptly.
• Conducts presentations to local government, community groups, funders, or other interested groups to create awareness of the issue of homelessness and advice of programs and services available in Baltimore County.
• Researches and analyzes best practices at the state and national level that will improve housing programs for the homeless.

Manager of Client Services is accountable to Director of Weinberg Housing and Resource Center for managing all facets of Emergency Shelter case management, housing services, crisis prevention services and resident programming. Manager of Client Services functions as key member of Management Team, supervises assigned staff, and supports complex case management services to clients. In collaboration with Director, responsible for management and supervision of staff including Housing Specialists, Crisis Prevention Coordinators, Volunteer Manager, College Interns, outside Volunteers and other Program Staff as directed. As assigned by Director, Manager of Client Services is responsible for supervision of staff including: hiring, orienting, training, coaching, evaluating, and scheduling and approving staff time in accordance with ACC Human Resources policies and following procedures established for WHRC. Responsible for meeting withassigned staff to ensure clear communications, full shift coverage, consistent execution of work routines, training in emergency response and ongoing input toward safety of residents and guests and continual improvement of programs of WHRC. Responsible for maintaining clear and well documented Human Resources files on all assigned staff. Identifies appropriate training opportunities and schedules staff for attendance. Participates in workshops, staff meetings, and in-service opportunities for continual professional skill development.

• Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
• Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
• Investigated, documented and submitted information to Quality Department about special incidents, events and complaints.
• Collaborated with finance department on invoicing accuracy.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.

In this position was responsible for providing intensive casework services to residents of The WHRC with a strong focus on obtaining stable and permanent housing. This includes working as a team member of the Triage Intake Coordination process. Provided intensive, weekly case management services and monthly interdisciplinary team meetings. Assisted clients in establishing shelter resident goals and developing resident plans. Maintained communication with outside service providers regarding case plans for clients. Strong emphasis with working with clients who have Mental Health diagnosis. Ensured each client received services in a dignified and respectful manner and in accordance with the program's policy.

Oversaw, facilitated and coordinated the activities of residents and volunteers during the hours of emergency shelter operation. Provided a safe and nurturing environment for the shelter residents and was responsible for the daily operations of the shelter. Supervised evening, overnight and weekend staff. Provided crisis line coverage. Facilitated problem solving for in-house conflicts and crisis. Encouraged and modeled appropriate shelter interactions. Provided appropriate follow up and documentation of emergency incidents or non-compliance of rules for staff and residents.

• Coordinated daily tasks including recruitment, office upkeep and inventory maintenance.
• Assessed performance and scheduled cost control while maintaining contractual and internal performance requirements.
• Established and maintained long-range plans for quality assurance.
• Met with project stakeholders on regular basis to assess progress and make adjustments.
• Trained and developed personnel to improve safety, employee relations and resolve issues.
• Improved success of program by making proactive adjustments to operations.
• Planned and executed meetings to connect organizational representatives, community members and clients.
• Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
• Delivered training for staff development, change management and materials, process and technical controls.
• Administered budget and tracked expenses.
• Tracked and reported program results to customers and stakeholders to facilitate change management activities.
• Met and collaborated with the board of Directors to uncover issues, identify applicable solutions and offer guidance.
• Mentored and led new employees to enhance program production.

Monitored a 3million dollar budget that consisted 0f 20 case managers, 4 clerical staff and many other staff to assist with the program. Oversaw case management services to Adults and children with a serious and persistent mental illness and to children and adolescents with a serious and persistent emotional disturbance. Assisted consumers to access the community resources necessary to meet their individualized needs including, but not limited to, mental health, medical, financial, educational, vocational, residential and social support services. Developed positive working relationships and routine communication with Fundersconsumers, family members, referral sources, service providers, and community resources to facilitate service delivery.