GERALDINE PENN
San Antonio,Texas
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 10 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Case Manager
American GI Forum, National Veterans Outreach NVOP
10.2017 - 06.2018
- Supportive Services to Veteran Families, Performs as the lead person for case management of veterans & their families for the Support Service for Veterans & Families program cases
- Responsible for providing a case management plan that will include the provision of housing placement services, temporary financial assistance, emergency housing when necessary, and other support services from both internal and external resources to help stabilize the position of “at-risk” families
- Services provided to stabilize the family to gain or retain permanent housing, and to reinforce self-sufficiency to ameliorate
- Performs data entry information into the HMIS & Client Tracking system.
Career Center Manager
C2 Global Professional Services
09.2016 - 06.2017
- Oversees the day-to-day operations and activities in the career center, including the efficient delivery of all workforce and related services to customers
- Manages the career center and the workforce system according to established policies and procedures
- Accountable for meeting and exceeding contracted performance measures and works with allotted budget to serve customers and meet expenditure benchmarks
- Identifies training and technical assistance needs for staff and provides and/or facilitates the provision of necessary tools/resources to accomplish goals
- Advises, mentors, trains and motivates staff to achieve the career center and workforce system goals and serves customers with the most appropriate level of service; maintains effective and ongoing communication with all staff and workforce partners
- Reviews performance information and in collaboration with the management team, develops strategies and action plans to meet workforce system goals
- Is resourceful and takes initiatives as appropriate to meet the needs of customers (instills respect, professionalism, customer engagement and accountability in staff when dealing with internal and external customers)
- Ensures the safety and security of customers and staff and enforces established rules for the security of the facility and all its content
- Ensures customer information remains confidential always and maintains the integrity of all records at the career center
- Handles customer complaints in the most professional manner and according to established guidelines; seeks resolution within acceptable time frames Handles multiple priorities and remains effective under pressure
- Reviews and approves all financial assistance requests (i.e
- Individual Training Accounts, Work
- Experience, transportation, utilities, etc.) and submits to Fiscal for processing
- Reviews and approves all customer applications for enrollment into training and/or other allowable activities, when necessary
- Reviews and approves all program related case exits, ensuring that customers received the appropriate level of service and activities are properly and fully documented
- Collaborates with all workforce system stakeholders, develops partnerships and maintains meaningful relationships for the benefit of our customers; may act as a liaison to community organizations
- As a member of the management team, convenes staff and teams to review the effectiveness of the service delivery system and the efficient use of resources and makes recommendations for improvement to the career center and throughout the workforce system; develops a team approach to problem resolution
- Complies with and enforces all company human resources policies and procedures.
Program Supervisor
Texas Workforce Commission
09.2015 - 09.2016
- Supervise operations to ensure effective delivery of program services
- Promote delivery of excellent
- Customer Service utilizing communication skills
- Focusing in the Career Center front area and resource room and classrooms
- Develop and maintain effective coordination with other units and departments within the organization
- Provide recommendations for personnel actions including hiring performance and equations
- Coordinates monitors and evaluate Program information, service delivery methods, outputs and activities to identify gaps in services to recommend improvements to ensure goals are achieved.
Personnel Manager
Champion National Security
San Antonio, Texas
02.2015 - 08.2015
- Act as a link between management and employees by handling questions, interpreting and administering work related problems for over 120 security officers
- Advise managers on organizational policy matters such as equal employment opportunity and sexual harassment
- Perform staffing duties, including dealing with under staffing, corrective actions and conduct orientations
- Conducts background checks and licensing for security officers
- Advise managers on organizational policy matters such as equal employment opportunity and sexual harassment, and recommend needed changes
- Perform difficult staffing duties, including dealing with under staffing, refereeing disputes, firing employees, and administering disciplinary procedures
- Plan and conduct new employee orientation to foster positive attitude toward organizational objectives
- Identify staff vacancies and recruit, interview and select applicants.
Data Analyst
Dynamic Workforce Solutions
San Antonio, Texas
07.2014 - 09.2014
- Analyzed performance data with use of Case Management information systems, excel spreadsheets,
- TWIST and WEB reports
- Also created reports to identify training needs and performance to aid in strategic planning for the project
- When needed created power points and conducting training on documentation, data entry and program policy and rules
- Reviewed cases for accuracy before closure.
Mental Health Worker
United Health Care Services
San Antonio, Texas
03.2013 - 04.2014
- Cared for active duty military with PTSD, Chemical dependency and Sexual Trauma, Monitor patients' physical and emotional well-being and report to medical staff
- May participate in rehabilitation and treatment programs, help with personal hygiene
- Collaborate with or assist doctors, psychologists, or rehabilitation therapists in working with patients to treat, rehabilitate, and return patients to the community
- Take and record measures of patients' physical condition, using devices such as thermometers or blood pressure gauges
- Observe and influence patients' behavior, communicating and interacting with them and teaching, and counseling
- Restrain violent, potentially violent, or suicidal patients by verbal or physical means as required
- Encourage patients to develop work skills and to participate in social, recreational, or other therapeutic activities that enhance interpersonal skills or develop social relationships
Program Manager
Texas Center Point Veteran Services
Austin, Texas
07.2010 - 01.2013
- 15 Successful years’ Experience working as a,
- 5 Year’s experience working with Homeless Youth and Adults
- 10 Years as a Quality Assurance Manager
- 10 Years’ experience Program Management in Veteran Service
- Programs
- 10 Years’ experience is Disaster and Emergency Services
- Exceptional Interpersonal and Communication Skills
- Experience working with at risk populations such as Youth,Veterans and Offenders
- Experience working individuals with PTSD, depression, brain trauma and sexual trauma
- Workforce Development Professional
- Experience working with Local State and Federal Workforce
- Development Programs
- Ethical, Knowledgeable and Harding Working
- Practices extreme customer service to internal and external customers
- Over 10 years’ experience nonprofit experience and recruiting working and managing volunteers, Managed employment and support services program for veterans and veteran family members
- Developed the outreach plan and created the customer service delivery model per the Statement of Work
- Wrote
- Standard Operating Procedures to ensure quality customer service and program compliance
- Hired, supervise and train case management and direct services staff
- Ensured Intensive employment and counseling was provided to program participants and to critical populations inclusive of Veterans and veteran family members
- Implemented strategic plans to meet stakeholders’ expectations and to ensure program objectives were met
- Made certain a high standard of customer service was provided to external and internal customers through continuous improvement model
- Reviewed and analyze performance data to measure success and identify areas that needed improvement
- Ensured performance standards and contractual obligations were met by providing oversight guidance and technical assistance to staff
- Ensured compliance with federal, state and local laws and policies
- Made sure performances were in alignment with contracted deliverables
- Worked with Local Community Service Agencies and Employers in an eight
- County area to facilitate services and employment for veterans and their family members
- Worked diligently to brand Texas Center Point Veteran Services as a new nonprofit start-up in Austin Texas
Project Director/Regional Manager
Res Care/ Arbor Education and Training, Youth Services
Austin, Texas
11.2008 - 01.2010
- Responsible for Providing Youth Services for City and County
- Evaluated the work of staff to ensure programs were of appropriate quality and that resources were used effectively
- Ensured direct service and support was provided to Clients
- Establish and maintain relationships with other agencies and established memorandum of understanding with organizations in community to meet program participants needs, to ensure that services were not duplicated and leveraged resources to provide a wide range of services to in school, out of school youth, homeless youth, incarcerated youth, disabled youth, pregnant /parenting teens, youth aging out of foster care and low-income youth
- Established and provided oversight to administrative procedures, budget and performance to meet objectives set by stake holders
- Directed activities of professional and technical staff members
- Plan and established and administered budgets for programs, equipment and support services
- Participated in the determination of organizational policies regarding such issues as participant eligibility, program requirements, and program benefits
- Prepared and maintain records and reports, such as budgets, personnel records, or training manuals
- Researched and analyzed member or community needs to determine program directions
- Tracked performance through use of web based data programs and spreadsheets.
Program Manager/ Quality Assurance Manager
ACS, State and Local Solutions
Dallas, Texas
09.2002 - 12.2005
- Managed, Supervised the Choices, SNAP and Project Rio Workforce Programs
- Directs organization charged with administering and monitoring regulated activities to interpret and clarify laws and ensure compliance with State and Federal Laws in Workforce Development Environment
- Administers interprets and explains policies, rules, regulations and laws to staff to
- Utilized stated programs and data bases to monitor performance, analyze data for trends and used information to project performance and to enhance program for upcoming fiscal years
- Ensure administrative and operational objectives are met
- Implements corrective action to solve problems and performance issues
- Reviews and analyze legislation, laws and public policy and recommends changes to promote success and ensure performance measures are met
- Monitored programs on ongoing bases to ensure compliance and performance
- Make recommendations as needed to Project Manager for procedural and policy changes when necessary
- Stayed up to date on state and federal legislation as related to workforce program and services.
Career Development Specialist
SER, Progress
San Antonio, Texas
02.2000 - 10.2002
- Case management in a Workforce Center Setting
- Assisting Two parent and single parent families on public assistance to find employment
- Assisted clients with resume development and coached clients on interviewing skills
- Conducted home visits to reintegrated clients into the program
- Also provided financial assistance and or referrals when required to remove barriers to employment.
Mental Health Worker
Southwest Mental Health
San Antonio, Texas
03.1998 - 02.2000
- Supervised Mental Health Workers in an Inpatient treatment facility environment
- Maintained patient and employee safety on the unit
- Document observations and attended medical rounds with Medical Team
- Assisted Medical team with patient treatment by use of the behavior modification model
- Assisted in transporting and scheduling patients for appointments
- Assisted with admissions and discharges.
Education
Psychology, Criminal Justice/Sociology
University of Texas
Psychiatric /Mental Health Technician Certified Offender Employment Specialist Training Certified Workforce Development Professional Served on The American Red Cross Service Counsel for the State of California - undefined
San Antonio College
Skills
- Stakeholder Collaboration
- Annual Case Reviews
- Verbal and Written Communication
- Case Management Tracking
- Performance Tracking
- Community Outreach
- Budget Preparation
- Personnel Management
- Customer Service
- Performance Tracking and Evaluations
- Administration and Reporting
- Performance Monitoring and Evaluation
- Records Organization and Management
- Staff Training
- Problem Anticipation and Resolution
Timeline
Case Manager
American GI Forum, National Veterans Outreach NVOP
10.2017 - 06.2018
Career Center Manager
C2 Global Professional Services
09.2016 - 06.2017
Program Supervisor
Texas Workforce Commission
09.2015 - 09.2016
Personnel Manager
Champion National Security
02.2015 - 08.2015
Data Analyst
Dynamic Workforce Solutions
07.2014 - 09.2014
Mental Health Worker
United Health Care Services
03.2013 - 04.2014
Program Manager
Texas Center Point Veteran Services
07.2010 - 01.2013
Project Director/Regional Manager
Res Care/ Arbor Education and Training, Youth Services
11.2008 - 01.2010
Program Manager/ Quality Assurance Manager
ACS, State and Local Solutions
09.2002 - 12.2005
Career Development Specialist
SER, Progress
02.2000 - 10.2002
Mental Health Worker
Southwest Mental Health
03.1998 - 02.2000
Psychology, Criminal Justice/Sociology
University of Texas
Psychiatric /Mental Health Technician Certified Offender Employment Specialist Training Certified Workforce Development Professional Served on The American Red Cross Service Counsel for the State of California - undefined
San Antonio College
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