ERICKA CHARLES
Resilient Director of Operations with 15 years of experience leading high performing operational teams. Proven track record in overseeing company expansion initiatives. Adept at championing operations, driving diversity, inclusion initiatives, optimizing organizational efficiency, and fostering a positive work culture.
Work History
Director of Operations and Compliance
1 Year 11 MonthsIn collaboration with Chief Executive Director, oversees operations and regulatory compliance of all company services and expansion initiatives (outpatient/intensive outpatient (mental health & SUD), disability services and other social services.
- Leads in implementation of operational strategies and policies to drive organizational growth and productivity.
- Conducts regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Manages budgets and resources, optimizing allocation for maximum impact on business objectives.
- Develops and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Establishes strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- Identifies opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Delivers exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Implements data-driven decision-making processes to enhance operational performance and achieve targets.
Director of Inclusion Services & Consultant
3 Years 7 MonthsLed in operations of habilitation, clinical and case management programs at a social service agency and school servicing 2000 + service recipients a year.
- Collaborated with leadership on general organizational operations and expansion initiatives.
• Supervised teams of Social Workers, ABA specialists, SEITs, direct support professionals, therapists and program supervisors supporting children and/or adults with disabilities & generally education students & their families.
• Oversaw budget, billing, fundraising, agency reviews, cross-sectional collaborations and expansion initiatives.
• Ensured program operations are in adherence to state regulations. Lead participant in audits.
Asst. Director of Employment Services
5 Years 3 MonthsLed vocational rehabilitation programs through oversight of program development, business software utilization, staff supervision, and client services.
• Supervised and trained program staff in collaboration with Human Resources team.
• Developed partnerships with employers in support of EOE initiatives.
• Utilized EHR software (Medisked) to track workforce data trends and monitor service reports.
Clinical Coordinator
4 Years 1 Month- Led successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Establishes strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Implements data-driven decision-making processes to enhance operational performance and achieve targets.
Education
Dual Bachelor Of Arts - Speech Language Pathology & Audiology
- Minor is Psychology
- Interned at Obras Sociales Hospital in Antigua, Guatemala. Provided clinical and case management services to patients diagnosed with ASD and Cerebral Palsy.
Skills
Accomplishments
- In July of 2024, lead in the successful completion of a 2-week state agency review of HES required for 5-year re-certification of provider approval for OPWDD Medicaid Waiver services. Exit conference summary supported agency with qualifying for the expansion of 3 new service lines that have the potential to increase agency revenue by 20% across the next 2 – 3 years.
- Increased HES and Life’s WORC revenues for services lead by 50% across initial 2-3 years of employment.
- Developed a long-standing reputation for building quality and committed teams with a minimum of 80% staff retention rate across 3 years at both current and previous companies.
- Across 10 years developed 10 stabilized programs that have maintained no less than an 80 % customer satisfaction rate.
Networking & Training
- JCCA NY Metro Leadership Conference - Presented on agency`s services for persons with disabilities and completed trainings on leadership ethics, DEI and grant writing. (2023)
- The Hillibrand Symposium - Participant of annual conference that provides Human Service professionals with training on the latest research and innovative program models available for individuals with ASD transitioning into adulthood. (2021 to 2024)
- JCC of North America Pros Brief - Member of training platform and network for Human Service Professionals. (2022 to current)
- Member of the UJA Disabilities Task Force Committee - Attends weekly UJA agency network calls and trainings supporting leaderships professionals overseeing social and human service programs for persons with disabilities. (2021 to current)
- Doc Wayne - Awarded opportunity to partner to implement Youth Trauma Informed Care through sports program. Completed and represented HES at the train the trainer series prior to implementation. (2023)
- Completed Human Services Leadership Course provided by Stony Brook University in partnership with Life`s Worc. (2018)
- NYS Department of Education and CCO partnership relation events - Attended and presented on agency`s services at bi-annual events held at Brooklyn College and Saint John’s University. (2017 to current)
- QSAC’s ABA learning series for providers and administrators - Completed in-house 300 + hours of training and hands evaluations. Additionally, crisis intervention (S.C.I.P.) and choking prevention training was also completed. (November 2011 to November 2013)
- NY APSE Leadership Conference - Participant and co-presenter at conference celebrating and supporting the advancement of Employment First Initiatives. (2017 to 2019)