Fernando Chila
Palm Bay,FL
Summary
Proactive and goal-oriented professional with strong time management and problem-solving skills. Recognized for reliability and adaptability, with a quick ability to learn and apply new skills. Dedicated to leveraging these strengths to promote team success and contribute to organizational growth. Experienced in quality assurance, with a proven track record of implementing quality initiatives and maintaining high standards. Known for facilitating team collaboration and delivering consistent results in dynamic environments. Proficient in developing quality control protocols and skilled at resolving issues in changing conditions.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Quality Assurance Manager
Youth Co-Op, Inc.
Doral, FL
06.2024 - Current
- Collect, analyze, and track data to ensure compliance and the implementation of best practices.
- Conduct ongoing monitoring and evaluations of the program to maintain the quality and continuity of services.
- Oversee quality assurance activities to assess the effectiveness of Post Release Services (PRS) and client satisfaction.
- Provide ongoing support to program staff in response to monitoring and evaluation outcomes, making necessary adjustments to improve program results.
- Offer technical assistance to program staff to ensure adherence to program guidelines.
- Conduct regular reviews of all policies and procedures related to the PRS and Home Study (HS) program.
- Participate in program development efforts to enhance service delivery.
- Evaluate client and program outcomes to identify gaps in service provision.
- Produce monthly, quarterly, and yearly statistical reports.
- Perform other duties as assigned by the supervisor.
- Developed and implemented quality assurance protocols to enhance product reliability.
- Led cross-functional teams to identify and resolve quality issues in production processes.
- Conducted regular audits and inspections to ensure compliance with industry standards and regulations.
- Trained and mentored staff on quality control procedures and best practices.
- Collaborated with management to establish strategic goals for quality improvement initiatives.
- Managed documentation of quality metrics and reporting for continuous process enhancement.
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
Instructor/Curriculum Developer
The Providencia Group
Ashburn, VA
09.2022 - 06.2024
- Lead individual or group instruction of adult learners.
- Facilitate training session(s) through a variety of modalities.
- Update training material(s), as needed.
- Assist with creating content, collecting data, and evaluating training effectiveness.
- Coordinate training scheduling and record maintenance.
- Other duties, as assigned.
Assurance Manager & Instructor
U.S. Committee for refugees and immigrant
Lake Worth, FL
04.2019 - 09.2022
- Quality Assurance Manager for Unaccompanied Children Program at ORR (Office of Refugee Resettlement) shelter in Lake Worth, Florida.
- Responsible for reviewing current standards and policies.
- Keep records of quality reports, statistical reviews, and relevant documentation.
- Ensure all legal criteria are met.
- Communicate with external quality assurance officers from the Office of Refugee Resettlement and Administration for Children and Families.
- Responsible for training case managers, Youth Care Workers, and clinicians working for the Office of Refugee Resettlement (ORR) Unaccompanied Minor Child Program.
- Instructor Coordinator for Unaccompanied Minor Children Program contractor at ORR (Office of Refugee Resettlement) shelter in Homestead, Florida. Responsible for providing training to case managers and clinicians working for the Office of Refugee Resettlement (ORR) Unaccompanied Minor Child Program.
- Training duties include: Office of Refugee Resettlement policies and procedures (ORR Sections 1-7), Unaccompanied Minor Program shelter operations, ORR Safe and Timely Release provisions, Sponsor reunification, shelter admissions, case management, clinician assessments, release requests, and discharge determinations.
- TVPRA regulations and immigration provisions.
- UAC (Unaccompanied Alien Child) Portal training.
- CPI Institute certifications and training for child safety at the shelter.
- Home Study (mandatory/ TVPRA) training for case managers and clinicians dealing with refugees.
- Interim Final Rule (IFR) and Zero Tolerance Policies.
PRN Bilingual Case Manager - Emergency Response
BCFS Health & Human Services
San Antonio, TX
07.2018 - 03.2019
- Coordinate all referrals, service planning, and client.
- Documentation for assigned caseload.
- Serve as the liaison to stakeholders, including other non-profits and Volunteer Organizations Active in Disaster (VOADs).
- Developed individualized case plans addressing client needs, goals, and progress tracking.
- Coordinated access to resources, including healthcare, housing, and legal services for diverse populations.
- Conducted comprehensive assessments to determine eligibility for programs and services, ensuring compliance with guidelines.
- Mentored junior staff on case management best practices and effective communication strategies with clients.
- Implemented process improvements that streamlined service delivery and reduced client wait times significantly.
- Led training sessions on cultural competency for staff to improve engagement with multilingual client base.
- Collaborated with community organizations to build partnerships enhancing resource availability for clients in need.
- Participate in weekly case staffing with the Lead Case Manager and Supervisor.
- Maintain a full caseload, complete with ongoing individual plans.
- Maintain regular contact with clients as needed.
- Prepare, compile, and submit accurate case files.
- Demonstrate client progress toward risk reduction, achievement of goals, & favorable case outcomes.
- Facilitated bilingual communication between clients and service providers to enhance understanding and service delivery.
- Promoted client self-advocacy by providing education on their rights and responsibilities within the case management process, empowering them to make informed decisions about their lives.
- Facilitated group sessions for clients on various topics such as job readiness, budgeting, and stress management to promote selfsufficiency.
- Built trust with clients through empathetic listening skills, fostering open communication about challenges faced during the case management process.
- Conducted thorough assessments of clients'' social, emotional, and financial needs to develop appropriate interventions and service plans.
- Advocated for clients'' rights within legal systems, ensuring adherence to regulations governing the provision of services for individuals with limited English proficiency.
Senior Lead Instructor
General Dynamics Information Technology
Homestead, FL
03.2015 - 07.2018
- Senior lead instructor for Unaccompanied Minor Children Program contractor at ORR (Office of Refugee Resettlement) shelter in Homestead, Florida. Responsible for providing training to case managers and clinicians working for the Office of Refugee Resettlement (ORR) Unaccompanied Minor Child Program.
- Training duties include: Office of Refugee Resettlement policies and procedures (ORR Sections 1-5), Unaccompanied Minor Program shelter operations, ORR Safe and Timely Release provisions, Sponsor reunification, shelter admissions, case management, clinician assessments, release requests, and discharge determinations.
- TVPRA regulations and immigration provisions.
- UAC (Unaccompanied Alien Child) Portal training.
- CPI Institute certifications and training for child safety at the shelter.
- Home Study (mandatory/ TVPRA) training for case managers and clinicians dealing with refugees.
- Interim Final Rule (IFR) and Zero Tolerance Policies.
- Administrative Lead Trainer duties include: Oversight of daily training operations, Point of contact designee for resolution of issues and follow-up contact with upper management-Program Administrator, Curriculum review, revisions, and design, Daily snapshot responsibilities, Assignment of duties per Program Administrator to trainers.
Chief Executive Officer
Morning Star Center Mental Health Services
Miami, FL
09.2013 - 02.2015
- Oversees the ongoing operations of all divisions in the company.
- Manages and directs the company toward its primary goals and objectives.
- Oversees employment decisions at the executive level of the company.
- Leads a team of executives to consider significant decisions, including acquisitions, mergers, joint ventures, or large-scale expansion.
- Promotes communication and cooperation among divisions to create unity in the organization.
- Works with the board of directors and other executives to establish short-term objectives and long-range goals and related plans and policies.
- Presents regular reports on the status of the company's operations to the board of directors and company staff.
- Oversees the organization's financial structure, ensuring adequate and sound funding for the company's mission and goals.
- Reviews the financial results of all operations, comparing them with the company's objectives and taking appropriate measures to correct unsatisfactory performance and results.
- Ensures the company's compliance with all applicable laws, rules, regulations, and standards.
- Negotiates with other companies regarding actions such as mergers, acquisitions, or joint ventures.
- Serves as the company's representative to the board of directors, shareholders, employees, customers, the government, and the public.
- Performs other related duties to benefit the mission of the organization.
- Led strategic planning initiatives to enhance service delivery and operational efficiency.
- Directed financial management processes, ensuring sustainable budget practices and resource allocation.
- Fostered partnerships with community organizations to expand mental health outreach programs.
- Implemented performance metrics to assess program effectiveness and improve client outcomes.
- Oversaw staff development programs, enhancing team capabilities and service quality.
- Streamlined organizational processes to reduce costs while maintaining high standards of care.
- Advocated for policy changes at the local and state levels to improve mental health services accessibility.
- Cultivated a positive organizational culture focused on collaboration, innovation, and client-centered care.
- Established foundational processes for business operations.
- Identified new revenue generation opportunities to maximize bottom-line profitability.
District Assets Protection Manager
Big Lot Corporation
San Antonio, TX
11.2010 - 09.2013
- Responsible for the controllable profit lines for 44 locations.
- Conduct store audits and special projects evaluating all phases of Store Operations and Asset Protection programs.
- Initiate and conduct investigations into all known or suspected corporate policy violations with specific attention to possible theft.
- Provide management reports summarizing and analyzing losses identified through audits, investigations, and exception reporting.
- Serve as liaison between local public authorities and company to coordinate and acquire information for prosecuting individuals suspected of theft.
- Conduct training in Safety and Asset Protection policies and procedures for management and associates.
- Coordinate all physical security for new and existing store locations. Manage electronic surveillance equipment and other security devices. Provide necessary Assets Prevention consultation, technical assistance, and training to store management.
Education
MBA - Business Administration
University of Texas Rio Grande Valley
Edinburg, TX05-2016
Skills
- Bilingual-English & Spanish
- Microsoft Office: Word
- Microsoft Office: Power Point
- Microsoft Office: Excel
- Internal audits
- Continuous improvement
- Quality assurance management
- Document control
- Attention to detail
- Employee training
- Policy reinforcement
- Performance metrics
Certification
- CPR, First Aid Trainee, and Instructor Certification, 11/01/23
- CFARS Certificate, 08/01/23
- FARS Certificate, 08/01/23
- Psychological First Aid, 07/01/23
- Mental Health First Aid USA, 06/01/23
- Parenting Facilitator, 05/01/18
- 40 Hours Domestic Violence Counselor Training, 03/01/17
- Certified Instructor Nonviolent Crisis Intervention CPI, 04/01/17
- Wicklander-Zulawski - Advanced Interview and Interrogation Techniques, 03/01/14
Timeline
Quality Assurance Manager
Youth Co-Op, Inc.
06.2024 - Current
Instructor/Curriculum Developer
The Providencia Group
09.2022 - 06.2024
Assurance Manager & Instructor
U.S. Committee for refugees and immigrant
04.2019 - 09.2022
PRN Bilingual Case Manager - Emergency Response
BCFS Health & Human Services
07.2018 - 03.2019
Senior Lead Instructor
General Dynamics Information Technology
03.2015 - 07.2018
Chief Executive Officer
Morning Star Center Mental Health Services
09.2013 - 02.2015
District Assets Protection Manager
Big Lot Corporation
11.2010 - 09.2013
MBA - Business Administration
University of Texas Rio Grande Valley