Esperanza O Esquibias
Elgin,IL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Client-driven HSC with 20 years of experience acting as liaison between clients and service providers. Adaptive to specific client personal considerations and focused on supporting all aspects of recipient registration. Calming presence in light of often stressful enrollment processes and complex billing and paperwork.
Overview
29
29
years of professional experience
Work History
Human Service Caseworker
Department Of Human Services
04.2006 - Current
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
- Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
- Inputted information and obtained quantitative and qualitative data on client details to provide services requested.
- Established positive relationships with recipients and assessed goals, working hard to address individual needs and tailor services to suit them.
- Acted as mandatory reporter of abuse.
- Interviewed applicants for services and supported application completion as necessary.
- Described procedures, requirements, and benefits to clients and interested parties.
- Assessed barriers, strengths and needs of each family and worked quickly to remediate.
- Maintained strict confidentiality while handling sensitive client information, adhering to all relevant privacy regulations.
- Managed a caseload of over 900 clients, prioritizing needs and maintaining accurate records.
- Lobby assistance: seeing customers daily answering concerns regarding SNAP REDES, MEDICAL REDES, AABD REDES, TANF REDES.
- Updating reported changes: address, new members, income ( unearned and earned), removal of TPL codes,
- Knowledge of WINGRAP, SEGULL, VIS, IPACS, DIO, IES, SAVE, KIDS, TWN.
- Knowledge of processing PAL List.
- Completing 3658 - LINK issuance.
- Processing of initial and REDE SNAP interviews.
- Processing of EXPEDITED SNAP.
- Cold calling customers for interviews
- Maintained a bilingual caseload of 900 plus.
- Processing and certifying initial and REDES for all medical categories: AK Assist, ACA, AABD medical, AABD spenddown and Family Care.
- Processing and certifying: Initial SNAP and SNAP REDES, Mid-Point reports.
- Additional member request.
- Complete assessment for TANF cash request.
- Overpayment referral.
- All required trainings: Security Awareness, Diversity, Equity, HIPPA, Telephone Etiquette, SNAP Civil Rights, Mid-Point, Telephonic signature.
Public Aid Eligibility Assistant
Department Of Human Services
12.1996 - 03.2006
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Greeted customers with friendliness and professionalism.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate caseworkers.
- Worked closely with management to provide effective assistance for specific aspects of office operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Developed and maintained filing systems to facilitate easy access to information.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
- Maintained daily log of applications received.
- Processed and handled the registration of initial applications: ran clearances, registered application to it's correct category; Medical, SNAP, QMB, TANF or AABD.
- Set up of files: pulling main records for Intake team for scheduled interviews.
- Scheduled all appointments in VIS system.
- Issuing 267 notices of appointments via mail.
- Front desk duties as assigned: timely signing in customers to be seen by caseworkers.
- Rescheduled "No show".
Office Assistant Option II
Department Of Human Services
01.1996 - 12.1996
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with customers by phone, email, or in-person to provide information.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Maintained and updated office records.
- Enhanced office efficiency by organizing files, and maintaining a clean workspace.
- Facilitated operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Collaborated with front desk, Intake and service coordination to complete assigned tasks.
- Delivered clerical support by handling range of routine and unexpected requirements.
- Strengthened office organization filing system to locate main records.
- Updated Manual releases.
- Scheduled LINK trainings, issued initial and LINK replacement cards. Answered LINK questions.
- DIO entries.
- Transferred cases in and out, attached all DPA forms.
Translator and Interpreter
Illinois Department Of Public Aid
05.1995 - 12.1995
- Translated documents from Spanish to English.
- Upheld strict confidentiality guidelines when handling sensitive information or classified documents for clients.
- Listened to recordings and translated confidential information.
- Translated for caseworkers.
- Answered switchboard Spanish calls.
- Other duties as assigned: issued picture ID for food stamp pick up, DIO, warrant unit, prepared mailing packets for Work Pays Program, nurfed main records, transferred cases in and out, purged 6 months of back-up work and direct delivery statistics
Education
Business Management
Elgin Community College
Elgin, ILLarkin High School
Elgin, ILSkills
- Human Trafficking Awareness
- Ethical Practice
- Housing Assistance
- Medicare and Medicaid applications
Languages
Spanish
Native or Bilingual
Timeline
Human Service Caseworker
Department Of Human Services
04.2006 - Current
Public Aid Eligibility Assistant
Department Of Human Services
12.1996 - 03.2006
Office Assistant Option II
Department Of Human Services
01.1996 - 12.1996
Translator and Interpreter
Illinois Department Of Public Aid
05.1995 - 12.1995
Business Management
Elgin Community College
Larkin High School