Elisa Landauro-Johnston

• Provided guidance and support to team members in order to achieve targets within defined deadlines.
• Assisted in developing training materials for new hires involved in the program activities.
• Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
• Developed project plans, identified risks, set objectives and monitored progress towards completion.
• Analyzed data collected during the course of the program operations and reported results accordingly.
• Coordinated with internal stakeholders to ensure successful implementation of the program initiatives.
• Fostered a collaborative program environment, promoting teamwork and cross-functional cooperation.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Reviewed completed work to verify consistency, quality, and conformance.
• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Conducted regular meetings with team members to review progress and address any issues or concerns.
• Collaborated with teams across departments to develop effective strategies for executing programs.
• Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
• Implemented best practices in order to maximize efficiency of operations.
• Participated actively in brainstorming sessions focused on improving existing processes or creating innovative approaches for delivering services more efficiently.
• Led cross-functional teams in the successful delivery of program milestones, ensuring alignment with organizational goals and objectives.
• Utilized project management tools and methodologies to track program progress, identify variances, and implement corrective actions as necessary.
• Led the recruitment, training, and development of program staff, building high-performing teams committed to achieving program success.
• Created tactical relationships with teams to propel projects and attain results.

• Managed incoming phone calls, emails and website inquiries for the ReStart Programs, including answering questions regarding programming, resources, and external referrals.
• Maintained active liaison with referral sources to identify new referrals, strengthen and solidify relationships with County Providers and established referral sources and provided information to the community regarding agency services and programs.
• Put together and updated forecasts for admissions and wait lists.
• Communicated effectively with direct service staff regarding client’s allergies, dietary needs and other special requests.
• Identified issues promptly and notified the team immediately regarding potential intake delays.
• Nurtured relationships with youth and their families using compassion and respect.
• Reviewed, created, translated, and provided comments on adequacy of documents, taking steps to cure deficiencies.
• Oversaw potential and existing clients‘ Medi-Cal and/or other insurance eligibility and resolution of problems with insurance coverage;
• Compiled physical and digital paperwork to meet business and client needs, including charts, reports and correspondence.
• Acted as primary liaison with both internal and external Finance/Billing staff;
• Completed all intake and discharge paperwork for new and terminating clients, including entering their information into all active internal and external databases, submitting required insurer and county documentation, ensuring all documents/consents were completed and collected, and tracking all client activity;
• Completed census reports and provided data regarding intakes, exits, and transitions from both programs. Maintained written documentation protocols and paperwork checklists and updated documents and materials as needed.
• Coordinated program calendar for internal and external meetings. Assisted in scheduling, handled meeting logistics, helped with establishing group schedules and preparing for meetings.
• Attended and participated in all relevant supervisions, meetings and trainings.
• Provided administrative support for program staff as needed and requested, such as ordering office supplies for the programs.

• Conducted face to face and phone sessions at our Santa Rosa branch.
• Provided ongoing financial coaching offsite in San Rafael to clients from our partner agency Spark Point Marin, a program of Community Action Marin. Worked with clients for up to one year to help them set and achieve financial goals, including obtaining banking services, saving, paying down debt, establishing/improving credit, and connecting them to appropriate referrals.
• Counseled simultaneously in the following programs: DMP (Debt Management Program), Credit Report Review, Financial Coaching, Federal Student Loan Debt.
• Acting Triage Intake Counselor for the Hopeline.
• Assisting in our outreach efforts to contact potential Spanish speaking clients to offer services in connection with the Default Prevention Program by Freddie Mac.

Housing Counselor III Housing Dep. (Housing Education Program) 

• Successfully facilitated orientation and training of new hire counselors.
• Contributed to the success of the department's early delinquency and foreclosure intervention efforts with all partnerships including, Self-Help, PMI, Freddie Mac, Fannie Mae and local HUD by educating clients on loss mitigation, credit and mortgage process, debt management plans and credit report reviews.
• Provided comprehensive counseling to consumers regarding affordable housing programs, first-time homebuyer programs and post-purchase education.
• Developed and implementing techniques to increase productivity and efficiency for all partnerships served.
• Assisted with the development of workshop materials.
• Facilitated foreclosure prevention community workshops.

• Delivered the highest quality customer care by responding to inquiries from DMP clients and creditors.
• Maintained accurate client data.
• Effectively maintained accounts by routing, researching, and investigating the DMP status as needed by clients and creditors.
• Served as department liaison to creditors on DMP proposals ensuring accurate set-up of client accounts.