Gerardo Portilla
Lancaster,SC
Summary
High-energy supervisor successful in building and motivating dynamic teams to achieve business objectives. Skilled at cultivating a company culture in which staff members feel comfortable voicing questions and concerns as well as contributing new ideas that drive company growth. With strong organization, communication, and relationship-building skills, eager to bring strong administrative skills to a growing company in need of top-level support. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated candidate eager to leverage knowledge in social services and program development. Skilled in running social services initiatives and developing policies and procedures. Collaborative and committed to addressing social issues to improve quality of life in marginalized communities.
Overview
16
16
years of professional experience
Work History
Social Services Supervisor
DSS Mecklenburg County
11.2020 - Current
- Established and led program business rhythms to monitor program technical and financial status and increased funding by using the correct application of federal and state policy in determining funding source eligibility for programs
- Provided leadership and consistently introduced innovative approaches to enhance performance, efficiency, and customer satisfaction
- Developed performance and financial analysis reports which showed the effectiveness of meeting the project commitments
- Exercised leadership over a diverse work staff in the Food and Nutrition Services and Family and Children Medicaid Programs, showcasing strong management and organizational skills.
- Oversaw the day-to-day operations in multiple areas, including intake services, Case Management services, First-Floor services, and Call center operations, demonstrating a comprehensive understanding of the program's functioning.
- Held regular communication and conferences with team members to monitor productivity and program expectations and to keep team members informed. Plays a crucial role in addressing performance, conduct, attendance, and other issues, ensuring a productive and harmonious work environment.
- Conducted service recovery for customers.
- Conducted One-on-one conferences as well as ARD conferences.
- Completed Quality Sampling for Food and Nutrition Services cases monthly for CAPER.
- Served as a Policy Resource Person for hearings; called customers regarding hearing requests; reviewed hearing packets; communicated with staff and Hearings officer, etc.- monthly, every other month.
- Assisted with troubleshooting and policy questions for Medicaid and Food and Nutrition Services.
- Approved Timesheets and day sheets bi-weekly/at the end of the month. Monitored Correctness.
- Provided leadership and consistently introduced innovative approaches to enhance performance, efficiency, and customer satisfaction.
- Managed and scheduled all personal training and built staff development plans that promoted increased responsibility and growth.
- Fostered a culture of accountability within the department by promoting performance-driven goal-setting and reinforcing professional standards of conduct.
- Increased employee retention by developing a supportive work environment focused on open communication and collaboration among team members.
- Advanced internal communication efforts through timely reporting on department accomplishments, challenges, and opportunities for growth to senior leadership team members.
- Streamlined processes for greater productivity using data analysis and workflow improvements.
- Improved team efficiency by providing staff training, guidance, and performance evaluations.
- Coordinated multidisciplinary teams to address clients' varied needs effectively and efficiently.
- Collaborated with community organizations to establish partnerships that benefited clients' well-being and access to resources.
- Referred families to shelters, legal resources, and educational programs.
- Referred clients to appropriate team members, community agencies, and organizations to meet treatment needs.
- Recruited, interviewed, and hired staff members, offering exceptional talent and bringing excellent skills to the team.
- Partnered with local organizations to expand access to social and community services.
- Established departmental goals aligned with organizational objectives, monitoring progress toward achieving desired outcomes.
- Championed client advocacy initiatives, ensuring clients' voices were heard and their rights protected throughout service delivery processes.
Senior Quality Training Specialist, Limited English Proficiency (LEP) Coordinator & Title VI Civil Rights Compliance Officer
DSS Mecklenburg County
06.2018 - 11.2020
- Investigates, responds, resolves customers Civil Rights complaints, and maintains records of all discrimination complaints and relevant documentation
- Monitors DSS Title VI & Limited English Proficiency Policies compliance, and responsible for developing and implementing written language access policies & procedures
- Develops, conducts and evaluates technical training sessions and programs
- Evaluates trainee performance, and present information using a variety of instructional formats, such as role playing, simulations, team exercises, group discussions, videos or lectures
- Creates power point presentations regarding Title VI & Civil Rights laws and provides handouts including summary of title VI, commonly languages use data, interpreter services information
- Facilitates the Community Interpreter training and the class “how to work with interpreters” for the Admin Support Certification
- Monitors bilingual staff tracking and collects data from bilingual staff on time spent providing this service each month
- Collaborates with workers, and supervisors to come up with recommendations regarding a change in premium, and submits the premium recommendations to HR
- Initiates the process of establishing a bilingual premium for the employee based on test results and the employee’s duties
- Coordinates the scheduling of language assessments for current and new bilingual staff
- Manages specific training programs to help workers improve job skills, and provides training presentations at new employee orientations, supervisors and manager quarterly meetings.
Human Services Specialist II, Economic Services Division
DSS Mecklenburg County
08.2010 - 06.2018
- Completed face to face assessments with customers, explained our programs, offered resources, and answered questions
- Reviewed hard copy and imaged mail received from customers
- Determined eligibility for the food and nutrition & Family and Children Medicaid programs based on all relevant information, including program budgets, completed computer research, and required verifications
- Responsible for inventory control of equipment and materials
- Involved in the Green Team committee
- Conducted interviews for Food and Nutrition services & Family and children Medicaid eligibility
- Supervised large a large case load for the food nutrition program & family and children Medicaid.
Learning & Development Training Associate
Peoples Bank
01.2008 - 02.2009
- Trained all the branches for a rollover of a new teller system
- Designed and led weekly training sessions including teller school for new supervisors and tellers
- Created a teller manual in Spanish as well as systems manuals with graphics for Spanish employees
- Worked close with other departments to develop new strategies for training purposes
- Provided coaching sessions one on one to all the branches as a follow up for the new teller system training
- Translated current policies, handbooks, and procedures to Spanish for the sake of Spanish employees.
Education
Some College (No Degree) - Computer Science
Major Hudson Community College
Jersey City, NJSome College (No Degree) - Network And System Administration
Central Piedmont Community College
Charlotte, NCSkills
- Communication (Spanish & English)
- Problem-Solving
- Leadership
- Written and verbal communication
- Interviewing skills
- Teamwork and Collaboration
- Flexible and Adaptable
- Dependable and Responsible
- Excellent Communication
- Critical Thinking
- Computer Skills
- Active Listening
- Organization and Time Management
- Decision-Making
- Problem Resolution
- Community Outreach
Additional Information
Organizes and provides training sessions for all DSS bilingual staff twice per year., Provides technical assistance to case managers and supervisors in response to customer complaints., Determines if policy has been applied correctly, and best course of action for service recovery., Assist the ESD division screening, pending, processing FNS reviews., Member of the DSS Culture Committee & MTA Transportation Board., Collaborates with the interpreter’s supervisor on the interviewing process for new interpreters and helps with the selection process., Conducts panel interviews, evaluates candidates and makes selection of the best candidates.
Programs
- Adobe Creative Suite
- MS Office Suite
- Gmail & Google Drive
- Issi
- NCFAST
- Core x360
- Current
- CRM
- Infusionsoft
- Salesforce
- Web
- Google Analytics
- WordPress
- SEO Certified
- Community Interpreter Licensed Trainer
Areas Of Experience
- Attention to Detail
- Creative Thinking
- Time Management
- Computer Literate
- Event Planning
- Data Management
- Business Development
- Statistical Analysis
Languages
Spanish
Full Professional
Timeline
Social Services Supervisor
DSS Mecklenburg County
11.2020 - Current
Senior Quality Training Specialist, Limited English Proficiency (LEP) Coordinator & Title VI Civil Rights Compliance Officer
DSS Mecklenburg County
06.2018 - 11.2020
Human Services Specialist II, Economic Services Division
DSS Mecklenburg County
08.2010 - 06.2018
Learning & Development Training Associate
Peoples Bank
01.2008 - 02.2009
Some College (No Degree) - Computer Science
Major Hudson Community College
Some College (No Degree) - Network And System Administration
Central Piedmont Community College
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