Summary
Overview
Work History
Education
Skills
Timeline
Generic

FELIX SILVA

San Diego,CA

Summary

Experienced case manager with knowledge of public purpose programs and housing programs as well as social service referrals. Skilled at problem solving and conflict resolution while maintaining professionalism and providing a quality customer service experience.

Overview

13
13
years of professional experience

Work History

Housing Specialist

PATH
09.2022 - Current
  • Cultivate and maintain a robust list of available housing inventory.
  • Conduct comprehensive assessments for clients to assess housing barriers and assist with the development of individualized housing plans.
  • Meet with participating clients on a weekly basis to monitor progress towards identified goals.
  • Provide ongoing case management support and services focused in assisting clients with obtaining stable housing tailored to their individual needs, including: - Assistance with the collection of housing-related documentation. - Assistance with completing housing applications and subsidized and supportive housing paperwork. - Assistance with surveying the rental market for and identifying appropriate affordable housing options. - Advocacy for clients with prospective landlords. - Any and all other services or supports required to support clients in achieving their identified goals.
  • Provide housing-orientated workshops and training, such as tenant education for program participants in the community.
  • Monitor and evaluate housing processes with property owners, management companies, and landlords to ensure efficient and well-coordinated interagency collaboration.
  • Serve as a liaison between the various authorities, landlords, and properties to assist clients through subsidized housing options.
  • Provide a strong customer service response and support to landlords for any concerns that arise as needed.
  • Provide mediation support to help resolve tenant and landlord disputes, working with case management teams, tenants, and landlords and including home-based mediation support when necessary.
  • Assist with coordinating and executing landlord outreach and appreciation events in various regions

Housing Specialist

San Diego Housing Commission
03.2021 - 09.2022
  • Reviewing submitted/assigned COVID-19 Emergency Assistance Program applications for accuracy, completeness, and eligibility
  • Accurately determining applicant eligibility for COVID-19 Emergency Assistance Program payment based upon established eligibility criteria
  • Coordinating with selected tenant, landlord, and Finance to ensure all landlord forms are submitted and payment is properly disbursed
  • Informing applicants and owners of program procedures and required documentation for program eligibility
  • Answering questions and responding to contact from clients, landlords, and the public and explaining Commission program policies, procedures, and available courses of action
  • Conducting comprehensive audits of client case files to ensure eligibility determinations, rental payment disbursements, case management activities, and documentation are accurate, complete, and in accordance with applicable policies, procedures, and applicable funding source rules and regulations
  • Conducting administrative reviews regarding the denial of client eligibility; reviews data, evaluates applicable rules and regulations and making determinations of client eligibility for program assistance
  • Developing and maintaining accurate and detailed records, verifying accuracy of information, researching discrepancies, and recording information
  • Researching, compiling, analyzing, and organizing information and data from various sources on a variety of specialized topics related to assigned areas.

Enrollment Specialist

211 San Diego County Information Line
01.2018 - 03.2021
  • Performing in-depth screening for community and benefit programs for the purpose of educating, navigating and facilitating 120 client enrollments a month
  • Actively listening to clients to develop a strategy that identifies solutions to barriers for access to enrollment
  • Identify and accurately refer clients to appropriate community resources which may address the clients additional health and social needs
  • Accurately documenting all client interactions and unmet needs in 2-1-1s systems to assist in the identification of gaps in services that can be addressed
  • Identify and assist with barriers to care and monitor client progress
  • Use active listening and conversational intent in all interactions to provide high-quality confidential connections to resources and services for all1-1 clients
  • Leveraging technology to provide a tailored follow-up approach that assists clients in overcoming barriers to submitting documentation and accessing benefits
  • A minimum of 65% approval for applications submitted is expected
  • Ensuring successful service delivery by continuously monitoring and improving personal productivity, quality measurements, client satisfaction surveys and efficiency
  • Managing follow-up conversations with clients to identify needs for advocacy, further services, and feedback regarding services received.

Energy Service Specialist

San Diego Gas and Electric
12.2015 - 12.2017
  • Energy expert advisor for Residential and Commercial customers.


  • Advising customers on rate components, rate options, energy efficiency, demand response programs, energy conservation, applicable rebates and solutions.


  • Responding to emergency orders such as gas leaks and electrical outages in the SDGE service territory from San Ysidro to Orange County.


  • Providing a variety of credit services such as payment arrangements, new customer turn-on investigations, deposit initiating, performing credit checks, and scheduling service interruptions for non-payment and service restorations.


  • Answering complex billing questions for gas and electric rates/ tariffs and solar inquiries.

Solutions Specialist

Cox Communications
06.2010 - 12.2015
  • Consistently meeting sales goals and exceeding sales performance for monthly quotas Providing excellent customer service by going above and beyond the standards of excellence
  • Retaining and saving customers from going to competitors in a fast paced telecommunications environment
  • Becoming knowledgeable on different products and services in order to offer the right solutions to customers
  • Upselling existing customers and new acquisition into different products and services rendered in several metrics including cable, internet, telephone, and home security
  • Handling customer billing issues, customer escalations, troubleshooting and technical support Developing strong customer relationships in order to generate referrals and better business relations

Education

High school - Studies

Metro Community College
Omaha, Nebraska
10.2009

Skills

  • Customer service - 10 years
  • Oral and written communications skills - 10 years
  • Critical thinking and problem solving - 10 years
  • Case management - 4 years

Timeline

Housing Specialist

PATH
09.2022 - Current

Housing Specialist

San Diego Housing Commission
03.2021 - 09.2022

Enrollment Specialist

211 San Diego County Information Line
01.2018 - 03.2021

Energy Service Specialist

San Diego Gas and Electric
12.2015 - 12.2017

Solutions Specialist

Cox Communications
06.2010 - 12.2015

High school - Studies

Metro Community College

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FELIX SILVA