Diane Robertson
Quarryville,PA
Summary
Skilled Area Manager with experience mentoring and directing new team members. High-performing Human Serviceswith over 37 years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability. Detail-oriented Manager successful in building and motivating dynamic teams while cultivating company culture comfortable for staff and highly productive. Motivated team leader driven to cut company costs and boost revenue through innovative management and sales techniques. Talented Area Manager offering expertise ensuring customers continue to receive top-notch service within the defined area.
Overview
23
23
years of professional experience
Work History
Area Manager
Commonwealth Of Pennsylvania - Department Of Transportation
Harrisburg, PA
12.2014 - 03.2017
- Established call centers and processing centers for the Department of Health and Human Services for the Commonwealth of Pennsylvania
- Directed Executive Directors for State Wide Call Centers
- Established goals and expected outcomes to deliver accurate and timely benefits to customers applying of Cash, Medical Assistance and SNAP benefits
- Reaching and Maintaining a call answer rate of 98% for customers, accessing and receiving Cash, Medical Assistance and SNAP benefits for approximately 90,000 call per day.
- Established a central processing center for Medical Assistance, SNAP, and LIHEAP.
- Expected Quality Control Rate of 95%
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Collaborated with senior leadership to set long-term objectives for the company.
- Identified opportunities for improvement in operational performance metrics.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Reviewed internal reports and identified areas of risk or potential cost savings.
- Coordinated resources across departments to maximize productivity levels.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Assessed employee performance against established benchmarks or targets.
- Negotiated agreements with external partners such as contractors or consultants.
- Facilitated collaboration between teams by encouraging open communication channels.
- Guided and motivated staff to drive maximum performance.
- Managed staff, financials and key performance indicators to facilitate business operations.
- Coordinated activities with other departments to expedite work and improve interdepartmental performance.
- Generated reports to review data and issue corrective actions for improvements.
- Met with stakeholders to address issues and implement solutions.
- Recommended corrective actions to conform to quality specifications.
- Delegated work to staff, setting priorities and goals.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Mitigated business risks by working closely with staff members and assessing performance.
Executive Director
Commonwealth of PA Chester County Asst. Office
Thorndale, PA
05.2009 - 11.2014
- Developed and implemented strategic plans to ensure organizational growth and development.
- Cultivated relationships with key stakeholders, including board members, partners, and community leaders.
- Provided oversight of all departments to ensure compliance with established policies and procedures.
- Created a collaborative environment that fosters innovation and encourages employee engagement.
- Recruited, trained, mentored, evaluated, coached, and managed staff members to ensure success in achieving their goals.
- Evaluated existing programs for improvement opportunities while identifying new program ideas based on need
- Collaborated with external vendors to provide cost-effective solutions for services such as IT support or human resources management.
- Ensured legal compliance by staying abreast of relevant laws, regulations, standards, guidelines.
- Coordinated special events such as conferences or workshops designed to raise awareness about the organization's mission.
- Authored reports outlining progress on projects or initiatives for senior leadership review.
- Maintained positive relationships with media outlets to increase visibility of organizational activities.
- Performed risk assessments across multiple areas of operations in order to identify potential issues before they arise.
- Set organization direction and developed strategies and tactics to fulfill mission.
- Established strategic direction and goals to accomplish objectives.
- Promoted public awareness of mission through outreach, advocacy and online presence.
- Assessed potential collaboration opportunities to enhance organizational value and improve efficiency.
- Delivered speeches and attended industry conferences to promote company image and engage with community stakeholders.
- Recommended appropriate staffing techniques to meet demands and manage costs.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and state policies
- Oversaw corrective action plans to remedy structural, organizational and departmental issues.
- Strategized and implemented plans to transform and revitalize operations, capitalizing on emerging human service trends.
- Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
Income Maintenance Administrator - Manager
Commonwealth of PA - Lancaster County Asst. Office
Lancaster , PA
05.2005 - 05.2009
- Assisted in the development of new administrative systems, procedures and policies.
- Prepared reports on various projects for management review.
- Provided direction, guidance and support to caseworker supervisors in order to ensure quality services were delivered.
- Created and maintained relationships with other departments, agencies, stakeholders and the community.
- Participated in inter-agency meetings to discuss casework issues, strategies and solutions.
- Developed policies and procedures related to case management operations.
- Managed a team of 10 caseworker supervisors by providing day-to-day supervision.
- Monitored program outcomes against established goals and objectives.
- Developed training materials for new caseworker supervisors regarding policies, procedures and best practices.
- Conducted long and short-term program planning to improve methods and procedures.
- Supervised agency staff with investigations, risk and safety decisions to create safety plans.
- Developed written guidelines and procedures to successfully deliver Cash, Medical Assistance, and SNAP Benefits.
Income Maintenance Casework Supervisor
Commonwealth of PA Chester County Asst. Office
Thorndale, PA
06.2001 - 05.2005
- Developed and implemented caseworker performance plans to improve service delivery.
- Provided direction, guidance and support to caseworkers in order to ensure quality services were delivered.
- Created and maintained relationships with other departments, agencies, stakeholders and the community.
- Participated in inter-agency meetings to discuss casework issues, strategies and solutions.
- Developed policies and procedures related to case management operations.
- Managed a team of 10 caseworkers by providing day-to-day supervision.
- Conducted regular staff meetings to discuss progress on cases and provide feedback.
- Ensured all casework was documented accurately according to department regulations.
- Resolved conflicts between clients, families and other community members as needed.
- Maintained up-to-date knowledge of relevant laws, regulations and best practices for case management operations.
- Monitored program outcomes against established goals and objectives.
- Conducted assessments of client needs in order to develop appropriate action plans for their cases.
- Collaborated with other departments or organizations when necessary to coordinate services for clients.
- Tracked data on client outcomes in order to measure the effectiveness of programs.
- Identified areas of improvement within the case management system based on analysis of data collected from service delivery activities.
- Developed training materials for new caseworkers regarding policies, procedures and best practices.
- Reviewed incoming referrals from various sources such as hospitals, courts or social workers.
- Provided crisis intervention services as needed for clients in emergency situations.
- Attended court hearings related to cases under supervision when necessary.
- Prepared reports summarizing program activities, successes and challenges encountered during implementation.
- Handled difficult case situations with tact and professionalism to maintain positive working relationships.
- Conducted long and short-term program planning to improve methods and procedures.
- Reviewed casework documentation for accuracy, clarity, detail and objectivity relevant to caseload.
- Supervised agency staff with investigations, risk and safety decisions to create safety plans.
- Assigned cases to employees, prioritizing tasks to meet upcoming deadlines.
- Discussed client advocacy and referral services, supporting families with education and resources.
- Analyzed financial and case note data to measure team performance.
- Implemented new procedures for existing programs.
- Developed written guidelines and procedures to successfully deliver case management services.
- Followed strict policies and procedures to maintain client confidentiality and keep data private.
- Consulted with staff on resolution of complex service issues.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
- Recruited, interviewed and hired volunteers and staff.
- Provided hands-on and proactive leadership to community services staff.
- Established and maintained relationships to meet community needs and avoid service duplication.
- Spoke to community groups to explain and interpret purposes, programs and policies.
- Evaluated work of staff to maintain quality and effectiveness of resources.
- Determined organizational policies regarding program eligibility, requirements and benefits.
- Implemented and evaluated staff or training programs.
- Assessed and identified service delivery challenges and opportunities within local area.
- Developed benchmarks for measuring and monitoring strategic changes and organizational goals.
- Directed activities of professional and technical staff members.
Income Maintenance Caseworker
Commonwealth of PA Chester County Asst. Office
West Chester, PA
10.1993 - 06.2001
- Assessed and documented the financial, medical, and other needs of clients.
- Interviewed persons applying for public assistance programs.
- Participated in and successfully completed on-the-job training.
- Assessed and documented the financial, medical, and other needs of clients.
- Investigated fraud or abuse in cases related to public assistance programs.
- Provided information to clients regarding available services and resources.
- Developed case plans with clients to address their individual needs.
- Maintained accurate records of case notes and progress reports.
- Collaborated with community organizations to coordinate services for clients.
- Ensured compliance with applicable regulations and procedures.
- Interpreted policies, laws, and regulations relevant to assigned caseloads.
- Responded timely to inquiries from clients regarding their benefits status.
- Monitored client activities to ensure that they were meeting program requirements.
- Assisted clients in completing necessary paperwork for obtaining benefits.
- Performed data entry into computer systems for tracking client information.
- Researched documents needed to process applications or claims accurately.
- Attended court hearings as an advocate for the agency's interests.
- Assisted in developing strategies designed to reduce welfare dependency among families.
- Analyzed public assistance applications and determined eligibility for benefits.
- Planned and organized acaseload to ensure timely eligibility determinations weekly.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Conducted interviews with applicants, explaining benefits process and which programs were available.
- Informed applicants of other agencies providing useful or related assistance.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
Education
High School Diploma -
Oxford Area High School
Oxford, PA06-1979
Skills
- Operations Management
- Staff Development
- Process Improvement
- Customer Relationship Management
- Quality Assurance
- Performance Management
- Business Development
- Operations
- Staff Training and Development
Timeline
Area Manager
Commonwealth Of Pennsylvania - Department Of Transportation
12.2014 - 03.2017
Executive Director
Commonwealth of PA Chester County Asst. Office
05.2009 - 11.2014
Income Maintenance Administrator - Manager
Commonwealth of PA - Lancaster County Asst. Office
05.2005 - 05.2009
Income Maintenance Casework Supervisor
Commonwealth of PA Chester County Asst. Office
06.2001 - 05.2005
Income Maintenance Caseworker
Commonwealth of PA Chester County Asst. Office
10.1993 - 06.2001
High School Diploma -
Oxford Area High School