Esmeralda Cuevas

Provided case management services including crisis intervention, advocacy, and support for individuals experiencing homelessness or poverty.

• Counseled clients on issues related to mental health, substance abuse, and violence prevention.
• Developed individualized treatment plans based on patient assessment results.
• Assisted individuals in navigating healthcare resources and services.
• Provided support and guidance to clients in need of social services.
• Assisted with patient referrals to appropriate community resources.
• Helped people enroll in programs, arrange transportation and coordinate paperwork.
• Maintained accurate records of patient data in a secure electronic database.
• Conducted home visits to assess the health needs of patients and their families.
• Offered emotional support during difficult times or stressful situations.
• Assessed the impact of social determinants of health on patient outcomes.
• Organized outreach events to raise awareness of public health issues.
• Built relationships with community organizations to promote health initiatives.
• Participated in outreach activities such as health fairs or community events.
• Provided assistance with completing forms related to public benefits programs.

• Applied trauma-informed care, motivational interviewing, Housing First principles, and harm reduction strategies during all client interactions to promote safety, autonomy, and engagement.
• Completed LA-HAT assessments and engaged individuals with serious mental health conditions and substance-use disorders using trauma-informed, client-centered approaches.
• Supported field operations by monitoring encampments and documenting conditions to identify health and safety concerns, linking unhoused community members to resources that reduced barriers to care.
• Coordinated with outreach teams, sanitation, and public safety partners during service engagements and scheduled cleanups for Care+, Inside Safe, and Pathway Home operations across the city and county of Los Angeles.
• Responded to service requests through LA-HOP and community concerns, maintaining working relationships with constituents, ensuring timely communication and follow-up.
• Facilitated distribution of essential items like water and hygiene supplies by fostering and maintaining relationships with service partners.
• Maintained accurate daily logs, reports, and digital records within HMIS/Clarity to support collaboration between service partners.
• Provided on-site support during outreach events, connecting individuals to city and county services, including interim housing through DHS, DMH, and non-profit partners.

• Coordinate jobs with clients or designers.
• Address customer concerns and complaints, resolving issues and efficiently.
• Resolved customer issues by addressing their concerns and providing effective solutions.
• Worked with designer and construction companies.
• Answer calls or emails from customers and assist with special requests or resolving complaints.

• Managed high-volume invoice processing tasks while consistently meeting tight deadlines for vendor payments.
• Processed credit card payments and reconciled credit card statements for accuracy in accounting process.
• Facilitated smooth financial audits by maintaining organized records and providing necessary documentation to auditors.
• Collaborated with team members on special projects, contributing valuable insights and problem-solving skills.
• Enhanced departmental collaboration by serving as liaison between accounting department and other business units.

• Communicated with clients via phone, email, web portal, and chats to address inquiries and resolve issues.
• Backed up dispatching operations to ensure continuity in service delivery.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled project phases to meet deadlines and align with client expectations.
• Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.

• Provided backup support for credit department during high-volume periods, ensuring continuity of operations and timely service delivery.
• Formatted and sorted open order report to streamline processing and improve order tracking accuracy.
• Resolved complex customer issues through effective troubleshooting.
• Enhanced customer satisfaction by addressing inquiries promptly and efficiently.
• Developed and implemented training strategies for CSR team on software upgrade, enhancing team proficiency with new software.