Donna McMahon

Served as Management Analyst for hearings and appeals. Quickly and accurately and according to established policy and timeframe determine if actions taken by the Department were correct and accords with policy and regulations.

Assist Fair Hearings Operations with Non-PHE Appeals and forward to Fair Hearing as completed.

Communicate with Operations, Fair Hearing, and SAC Administrators if needed. Communicate with agency stakeholders and appellants orally and/or in writing. Complete work within 5 days of assignment.

Review and complete renewals for various programs administered by the Department.

Review Food Benefit Periodic Reviews.

• Accomplished multiple tasks within established timeframes.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Assisted clients in navigating the appeals process when necessary by guiding them through required steps and clarifying any misunderstandings about decisions made on their applications.
• Enhanced client satisfaction by providing clear explanations of eligibility requirements and guidelines during appointments.

• Developed individual plans for self-sufficiency.
• Managed a large caseload of diverse clients, prioritizing tasks effectively to meet deadlines and maintain organized case files.
• Provided compassionate support to clients facing challenging life circumstances while helping them navigate the income maintenance system.
• Made referrals to appropriate services.
• Contributed to ongoing process improvement initiatives within the agency by providing valuable feedback on current operations based on experience as an Income Maintenance Caseworker.
• Identified potential instances of fraud or abuse within the income maintenance system by carefully reviewing case documentation for inconsistencies or discrepancies.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Supervised staff and kept employees compliant with company policies and procedures.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Led hiring, onboarding and training of new hires to fulfill business requirements.

Provide administrative and technical support to caseworkers. Manage staff, including time and attendance, performance evaluations and training. Review cases assigned to workers to ensure compliance with regulations and standards for programs administered by the Department such as Cash, Medical Assistance, Food Stamps, Liheap and Long Term Care. Maintain knowledge add adhere to established policies, procedure and regulations. Ensure clients receive timely, accurate and efficient delivery of benefits and services.

• Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
• Collaborated with State Representatives and outside agencies resource providers to offer clients access to community services.
• Trained caseworkers in effective delivery of services offered by Department.