Earl Gants
Summary
Dynamic leader and seasoned Facilitator at Health and Human Services Commission, HHSC, with a proven track record in leading teams, developing and delivering comprehensive training programs using adult learning principles. Excelled in enhancing employee development and engagement, evidenced by mentoring over 1,000 personnel. Expertise in training program design and leadership training, coupled with exceptional coaching skills, significantly improved organizational effectiveness.
Skilled in curriculum development, instructional design, and leveraging technology to enhance learning experiences. Known for fostering team collaboration, adapting to changing needs, and consistently achieving measurable results. Reliable, flexible, and focused on driving continuous improvement in organizational performance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Program Specialist IV, Training
Health and Human Services Commission, HHSC
02.2020 - Current
- Facilitated hands-on learning experiences, promoting practical application of newly acquired skills.
- Managed project timelines and resources effectively, delivering high-quality training solutions on schedule.
- Bolstered overall program impact by routinely reviewing feedback from participants and incorporating insights into future iterations.
- Promoted a culture of continuous learning through the design of ongoing professional development opportunities.
- Coordinated logistics for in-person and virtual training sessions, ensuring seamless delivery.
- Enhanced program effectiveness by designing and implementing customized training modules.
- Provided coaching and mentoring to employees.
- Trained and mentored 300 plus new personnel hired to fulfill various leadership roles.
- Facilitated virtual, in-person and blended learning sessions.
Training Specialist IV
Health and Human Services Commission, HHSC
04.2016 - 01.2020
- Facilitated in-person learning sessions to a variety of Staff.
- Trained and mentored 1,000 + personnel hired to fulfill various roles for Texas Works Advisors and Clerical using Adult Learning Techniques.
- Documented participation and evaluated learning for each participant.
- Mentored New and Tenured colleagues.
- Supported the professional development of fellow trainers by providing constructive feedback and sharing insights on effective adult teaching methodologies.
- Created a positive learning environment by incorporating adult learning principles into all instructional designs.
- Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer in the agency programs (Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), Adult and Children Medicaid)
- Collaborated with Curriculum Developers to identify sill gaps and develop targeted training interventions during the Curriculum Review Process.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
Texas Works Supervisor I & II
Health and Human Service Commission, HHSC
10.2011 - 03.2016
- Managed a unit of 15 - 20 Texas Works Advisors and Clerical personnel at any given time
- Mentored newly and tenured employees, helping them acclimate quickly to the agency culture and job responsibilities
- Proactively identified areas of improvement within the unit, implementing corrective actions to prevent future issues from arising.
- Hired, managed, developed and trained staff, established and monitored goals, and conducted six-month and yearly performance evaluations
- Boosted employee engagement levels through monthly staff meetings, daily transparent communication, recognition programs, monthly one on ones and stay interviews with personnel.
- Maintained confidential personnel records (Time and Leave, Family Medical Leave Act (FMLA), etc).
- Adhered to agency, state, and federal legislation policy (Civil Rights, FMLA, Human Resource)
- Onboarded personnel
- Requested personnel permissions (PALMS, TWC, State Portal, TIERS, VPN, Data Broker, EWMS, OAG etc)
- Reconciled and Audited the Benefits Electronic Transfer (EBT) issuances.
- Monitored and approved personnel leave via the Centralized Accounting and Payroll/Personnel System (CAPPS).
- Enhanced customer satisfaction rates by addressing inquiries and resolving issues in a timely manner.
- Discussed staff development and training needs and provided schedule of continuing education opportunities.
- Streamlined internal communication processes to facilitate smoother workflows and improve overall team coordination.
- Delivered consistent results by setting clear expectations and holding team members accountable for their performance.
- Assisted in development and implementation of policies, procedures, and regulations for unit operations and agency's goals.
- Handled complaints from clients, families, the Office of Ombudsmen and State Legislators and immediately took steps for quick resolution and to prevent reoccurrence.
- Facilitated training to develop staff.
- Developed trainings and curriculum to assist personnel in their development.
- Mentored new and tenured colleagues.
- Analyzed and recommended adjustments to staffing, performance targets and resources to achieve results.
- Assisted with several projects to streamline the effectiveness of client services.
- Oversaw daily operations at site, keeping team production moving at optimal pace.
Training Specialist IV
Health and Human Services Commission, HHSC
01.2009 - 10.2011
- Facilitated in-person learning sessions to a variety of Staff.
- Trained and mentored 500 + new personnel hired to fulfill various roles for Texas Works Advisors and Clerical using Adult Techniques.
- Documented participation and evaluated learning for each participant.
- Mentored New and Tenured colleagues.
- Supported the professional development of fellow trainers by providing constructive feedback and sharing insights on effective adult teaching methodologies.
- Created a positive learning environment by incorporating adult learning principles into all instructional designs.
- Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer in the agency programs (Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), Adult and Children Medicaid)
- Collaborated with Curriculum Developers to identify skill gaps and develop targeted training interventions during the Curriculum Review Process.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
Unit Supervisor III
Health and Human Services Commission, HHSC
10.2007 - 12.2008
- Managed a unit of 20 - 25 Texas Works Advisors and Clerical Personnel.
- Mentored newly hired employees, helping them acclimate quickly to the agency culture and job responsibilities.
- Proactively identified areas of improvement within the unit, implementing corrective actions to prevent future issues from arising.
- Hired, managed, developed and trained staff, established and monitored goals, and conducted six months and Yearly performance evaluations.
- Boosted employee engagement levels through monthly staff meetings, daily transparent communication, recognition programs, monthly one on ones and stay interviews with personnel.
- Maintained confidential personnel records (Time and Leave, Family Medical Leave Act (FMLA), etc.).
- Adhered to agency, state, and federal legislation policy (Civil Rights, FMLA, Human Resource)
- Onboarded personnel
- Requested personnel permissions (PALMS, TWC, State Portal, TIERS, VPN, Data Broker, etc).
- Reconciled and Audited the Benefits Electronic Transfer (EBT) issuances.
- Monitored and approved personnel leave via the Centralized Accounting and Payroll/Personnel System (CAPPS).
- Enhanced customer satisfaction rates by addressing inquiries and resolving issues in a timely manner.
- Discussed staff development and training needs and provided schedule of continuing education opportunities.
- Streamlined internal communication processes to facilitate smoother workflows and improve overall team coordination.
- Delivered consistent results by setting clear expectations and holding team members accountable for their performance.
- Assisted in development and implementation of policies, procedures, and regulations for unit operations and agency's goals.
- Handled complaints from clients, families, the Office of Ombudsmen and State Legislators and immediately took steps for quick resolution and to prevent reoccurrence.
Customer Service Advisor III
Health and Human Services Commission, HHSC
01.2007 - 10.2007
- Monitored team performance metrics, identifying areas for improvement and coaching staff accordingly.
- Reviewed new and tenured personnel casework.
- Interviewed clients for program eligibility in programs (Temporary Assistance for Needy Families (TANF),Supplemental Nutrition Assistance program (SNAP), Adult Medicaid, Children's Medicaid)
- Trained new personnel regarding agency operations, policies and services.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Implemented strategies to reduce average handling time without compromising on service quality.
- Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
Customer Service Advisor II
Health and Human Services Commission, HHSC
11.2006 - 12.2006
- Interviewed clients for program eligibility in programs (Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), Adult Medicaid, Children Medicaid).
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Continuously sought opportunities for personal development through ongoing training programs.
- Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of policy and procedures.
- Trained new personnel regarding agency operations, policies and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Implemented strategies to reduce average handling time without compromising on service quality.
Texas Works Advisor I
Health and Human Services Commission, HHSC
11.2005 - 10.2006
- Interviewed clients for program eligibility in programs (Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), Adult Medicaid, Children Medicaid).
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Resolved discrepancies with client applications to verify eligibility.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
- Processed documents for accuracy and compliance with government regulations.
- Assisted clients with accurate eligibility form, application and document completion.
MHMR Services Aide, Assistant I and II
Health and Human Services Commission, HHSC
11.2004 - 11.2005
- Observed and monitored patient's activities.
- Supported patients'' mental well-being by engaging in meaningful conversations and offering emotional support.
- Maintained accurate records of patient progress through detailed documentation of care provided during each shift.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Created and maintained detailed records of all office activities.
- Supported staff on special assignments and ad hoc projects.
- Offered caring companionship and emotional support.
- Facilitated recreational activities tailored to individual patient interests, promoting social engagement and mental stimulation.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Established trusting relationships with patients through consistent reliability and genuine empathy towards their unique situations.
- Assisted manager in all aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Assisted managers in decision-making processes based on thorough research and analysis of available data.
Education
Master of Science - Administration of Justice And Security
University of Phoenix
OnlineBachelor of Science - Criminal Justice
Prairie View A&M University
Prairie View, TXHigh School Diploma -
Liberty High School
Liberty, TXSkills
- Training program development
- Training program design
- Virtual training
- Adult learning theory
- Classroom experience
- Employee development
- Leadership soft skills training
- Coaching and mentoring
- Adult learning principles
- Leadership training
Certification
ATD Master Trainer
ATD Master Instructional Design
University of Denver Coaching Skills Certificate
Timeline
Program Specialist IV, Training
Health and Human Services Commission, HHSC
02.2020 - Current
Training Specialist IV
Health and Human Services Commission, HHSC
04.2016 - 01.2020
Texas Works Supervisor I & II
Health and Human Service Commission, HHSC
10.2011 - 03.2016
Training Specialist IV
Health and Human Services Commission, HHSC
01.2009 - 10.2011
Unit Supervisor III
Health and Human Services Commission, HHSC
10.2007 - 12.2008
Customer Service Advisor III
Health and Human Services Commission, HHSC
01.2007 - 10.2007
Customer Service Advisor II
Health and Human Services Commission, HHSC
11.2006 - 12.2006
Texas Works Advisor I
Health and Human Services Commission, HHSC
11.2005 - 10.2006
MHMR Services Aide, Assistant I and II
Health and Human Services Commission, HHSC
11.2004 - 11.2005
Master of Science - Administration of Justice And Security
University of Phoenix
Bachelor of Science - Criminal Justice
Prairie View A&M University
High School Diploma -
Liberty High School
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