Emily Santa Cruz

• Omnichannel IHSS Call Center Representative - Answering customer questions over the phone, and via online chat. Providing excellent customer service, handling thousands of calls with questions on general program inquiries and case specific inquires
• Answer customer inquiries, update case documentation for accurate records
• Computer systems used: CMIPS, Salesforce, Amazon Connect, MEDS, Outlook, IHSS Chat Community 4/2021
• Assist management with planning, testing and implementation of IHSS Helpline enhancements, including working with various business partners such as ITD, ISD, Line Operations.
• Train new incoming staff on operating procedures and IHSS program.

• Evaluated the needs of aged, blind, and disabled clients, in relation to and help them use In-Home Supportive Services so they may remain safely in or return to their own homes and help maintain and strengthen their capabilities for self-care
• Conducted home visits to evaluate living environment and facilitate access to necessary resources and care
• Updated client documentation for accurate, compliant, and current records
• District Coordinated Care Team (CCT) backup; participated in interdisciplinary team meetings to coordinate care for clients with Medical Health Care Plans

• Motivated clients to become self sufficient, via employment or schooling
• Assisted in identifying and breaking ed barriers for non- participating clients
• Assigned specialized case load to work with the re-engagement population

• Interviewed applicants and explained scope of different available benefits
• Managed processing of financial assistance, medical and food stamp benefits applications
• Followed guidelines when reviewing applicant data to determine eligibility for economic assistance
• Update customer case documentation for accurate, compliant, and current records

• Data analysis. Create daily, weekly, and monthly Statistical Reports using multiple computer systems.

Maintain and submit reports to departmental management.

• Collaborated with ITD, District offices, and vendors to implement, troubleshoot, and resolve technical issues associated with CSC applications and reports.
• Member of CSC Development Team.

• Quality Control Monitor for Call Center staff, evaluating calls on recording system (NICE) and reviewing actions taken by eligibility workers on LEADER, MEDS, CAST, EDMS and Frontlink.
• Attend meetings for Quality Control (MIE) for program updates.