Gladys Perez Rodriguez
Glendale,MA
Summary
Knowledgeable professional with 9+ year of experience on the Office of Refugee Resettlement's case management field for Residential Treatment Facilities, Therapeutic Shelter and General Shelter; and 15+ year of experience working with The Office of Refugee and Resettlement in general. Adept at handling high caseloads without sacrificing quality of care. Operates in high pressure environments while recommending best resources and courses of action to benefit patient needs. Offer excellent problem-solving, conflict resolution and communication abilities with a systematic and diligent approach.
Overview
18
18
years of professional experience
Work History
PSA Compliance Manager
A New Leaf Inc
08.2023 - Current
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Advised division leaders of regulatory risks in business processed and provided recommendations for improvement.
- Drove optimization of regulatory risks management, control testing and process improvements.
- Performed regular compliance reviews and audits, identifying non-compliance issues.
- Formulated detailed recommendations based on audit findings to support annual planning and definition of goals.
- Delivered and tracked program training for associates and supervisors to safeguard continuing business relationships.
- Developed compliance training initiatives and materials, educating staff on regulations.
- Conducted quarterly audits of environmental management compliance.
- Prepared records and data for regular audits.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Developed and maintained courteous and effective working relationships.
- Applied effective time management techniques to meet tight deadlines.
Case Manager II
A New Leaf Inc
09.2014 - 08.2023
- Responsible for supervision of administrative issues regarding admission, discharge, and utilization of management resources, while following accepted clinical practices and agency's program definition and policies
- Bring Child and Family Teams together and serve as facilitator and/or team member; ensuring the Plan is carried out
- Build and support Child and Family Teams or any alternate collaborate approach
- Create internal processes and procedures for A New Leaf Program
- Audit client's files and program's procedures to identify areas of needed improvement and ensure compliance with all policies and procedures in place
- Develop and maintain collaborative relationships with clients, their families and significant support systems
- Meeting frequently with clients and family members in their natural setting if possible); providing face to face and telephone crisis interventions (under appropriate clinical supervision) regarding progress and discharge planning
- Coordinate and assist with completion of all necessary documentation to include Intake/ Psycho-social Assessments, treatment plan summaries/ monthly case staffing, weekly case staffing, and discharge summaries
- Participate in court appearances if necessary
- Co-developing 24/7 Safety/ Crisis Plans with every assigned client
- Coordinate comprehensive support through in-home and community-based education and interventions to address family goals
- Assist clients and families locating post release community medical, legal, and mental health resources in close collaboration with other Case Managers, Medical team, and Clinicians
- Facilitate and coordinate discharge planning transition and follow up according to individual plans
- Maintain client files ensuring ORR and A New Leaf standard are met, including completing documentation and agency required notes in a timely manner
- Assist clients with phone contact with probation officers, parents, legal representative, and other external parties, as needed
- Provide training to new Case Managers and Lead Case Managers.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
Case Manager I- Residential Treatment Center & Therapeutic Shelter
A New Leaf Inc- RTC & Therapeutic
05.2014 - 09.2014
- Responsible for supervision of administrative issues regarding admission, discharge, and utilization of management resources, while following accepted clinical practices and agency's program definition and policies
- Bring Child and Family Teams together and serving as facilitator and/or team member; ensuring the Plan is carried out
- Build and support Child and Family Teams or any alternate collaborate approach
- Create internal processes and procedures for A New Leaf Program
- Audit client's files and program's procedures to identify areas of needed improvement and ensure compliance with all policies and procedures in place
- Develop and maintain collaborative relationships with clients, their families and significant support systems
- Meeting frequently with clients and family members in their natural setting if possible); providing face to face and telephone crisis interventions (under appropriate clinical supervision) regarding progress and discharge planning
- Coordinate and assist with completion of all necessary documentation to include Intake/ Psycho-social Assessments, treatment plan summaries/ monthly case staffing, weekly case staffing, and discharge summaries
- Participate in court appearances if necessary
- Co-developing 24/7 Safety/ Crisis Plans with every assigned client
- Coordinate comprehensive support through in-home and community-based education and interventions to address family goals
- Assist clients and families locating post release community medical, legal, and mental health resources in close collaboration with other Case Managers, Medical team, and Clinicians
- Facilitate and coordinate discharge planning transition and follow up according to individual plans
- Maintain client files ensuring ORR and A New Leaf standard are met, including completing documentation and agency required notes in a timely manner
- Assist clients with phone contact with probation officers, parents, legal representative, and other external parties, as needed
- Provide training to new Case Managers.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
Medical Coordinator
Southwest Key Programs-Casa Glendale
08.2008 - 05.2014
- Supervised and ran the medical department for over five years
- Primary duty being to ensure compliance with Office of Refugee Resettlement (ORR) and licensing requirements regarding the medical care of Unaccompanied Alien Children (UAC)
- Trained and mentored other Medical Coordinators in the Arizona Region
- Trained Youth Care Worker staff to assist clients in the Self-Administration of Medication
- Maintained patient files and ensured the medical needs of all residents in care were met as well as all required documentation was submitted to the Office of Refugee Resettlement and Southwest Key Program
- Managed up to 64 cases with excellent results
- Worked with multi-disciplinary teams developing Individual Service Plans
- Assisted clients and families locating post release community medical, dental, and mental health resources in close collaboration with Case Managers, and Clinicians
- Supervised goal-oriented service plans, while overseeing the provision of medical services, and taking appropriate action to address medical errors and/or any other performance issues affecting medical services provided to children in custody of the Office of Refugee and Resettlement.
- Implemented and evaluated ongoing health related projects and monitored their progress to identify and rectify barriers to completion
- Developed and maintained collaborative relationships with clients, medical providers, and support systems
- Maintained fluid and continuing communication with government agencies such as ORR, non-profit organizations, legal and medical service providers
- Researched and analyzed regulations, operating instructions, references, and policy guidelines
- Drafted, reviewed, and issued written responses to inquiries from Program Director and Federal agencies
- Given considerable latitude to work independently with minimal supervision due to level of knowledge and abilities regarding problem solving, organization of work, as well as oral and written communication.
Assistant Property Manager
The Related Group Naples
05.2007 - 04.2008
- Management duties included hiring and supervision of 5 to 7 employees, maintaining employee files, and addressing basic Human Resources (HR) issues
- Responded to Common Area Maintenance (CAM) inquiries.
- Developed strong relationships with vendors, negotiating favorable contracts for cost-effective services.
- Prepared detailed reports on property performance metrics for monthly review meetings with senior management team members.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
- Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
- Inspected common areas for cleanliness and notified maintenance of overflowing trash.
- Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections to identify potential issues and ensure compliance with safety regulations.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Organized community events to foster positive relationships between tenants and build a sense of community within the property.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Collected and maintained careful records of rental payments and payment dates.
- Applied effective time management techniques to meet tight deadlines.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Organized and detail-oriented with a strong work ethic.
Youth Care Worker
Southwest Key Programs, Inc Phoenix
03.2006 - 04.2007
- Provided direct care to youth
- Assisted in self-administration of medication
- Submitted internal incident reports reflecting out of ordinary situations and Significant Incident Reports documenting significant occurrences
- Coordinated and facilitated vocational activities instrumental on client's acculturation
- Provided transportation to medical, legal, and other appointments
- Assisted in facilitation of group counseling sessions for UAC's in SWK care.
- Improved communication skills among youths by encouraging group discussions and collaborative projects.
- Documented data and completed accurate updates to case records.
- Collaborated with multidisciplinary teams to create comprehensive treatment plans tailored to each youth''s specific needs.
- Assisted with daily living skills training, supporting self-sufficiency among program participants.
- Conducted regular safety checks and maintained facility cleanliness, ensuring a secure and hygienic environment for all program participants.
- Provided academic support during homework hours helping students stay on track academically.
- Aided with crisis intervention by redirecting negative behaviors and offering peer counseling.
- Maintained accurate case records, ensuring compliance with organizational policies and state regulations.
- Substituted in absence of teachers during school hours.
- Established clear expectations for behavior within the residential facility, reinforcing accountability among youths in our care.
- Introduced students to concepts in algebra and reading to encourage recall of educational content.
- Coordinated with school personnel to address individual student needs and facilitate a smooth transition back to mainstream education.
- Assisted in proper evacuation of youth during emergency situations such as inclement weather.
- Enhanced youth development by implementing structured activities and educational support.
- Completed clear and concise documentation of youth behavior and actions.
- Organized recreational outings and community service projects, promoting social responsibility and civic engagement among youths.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Education
Medical Assistant Certificate - Medical Assisting
US Career Institute
Fort Collins, CO05.2014
Bachelor Degree in Law - Legal Studies
Universidad Central "Martha Abreu De Las Villas"
Cuba07.2005
Skills
- Ability to Work Under Pressure
- Highly Organized
- Leadership and Teamwork
- Critical thinking and problem solving
- Staff education and training
- Quality Assurance Controls
- Case Management Tracking
- Written and verbal communication
- Conflict Resolution
- Friendly, Positive Attitude
References
References available upon request
Timeline
PSA Compliance Manager
A New Leaf Inc
08.2023 - Current
Case Manager II
A New Leaf Inc
09.2014 - 08.2023
Case Manager I- Residential Treatment Center & Therapeutic Shelter
A New Leaf Inc- RTC & Therapeutic
05.2014 - 09.2014
Medical Coordinator
Southwest Key Programs-Casa Glendale
08.2008 - 05.2014
Assistant Property Manager
The Related Group Naples
05.2007 - 04.2008
Youth Care Worker
Southwest Key Programs, Inc Phoenix
03.2006 - 04.2007
Medical Assistant Certificate - Medical Assisting
US Career Institute
Bachelor Degree in Law - Legal Studies
Universidad Central "Martha Abreu De Las Villas"
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