Grace Hughes

• Conducted group orientations to introduce the RMA program to the agency's vetted refugees and immigrants from the Cuban population.
• Managed a case load of up to 100 clients on a monthly basis by submitting client applications into state agency's database all through case closure, once health insurance expired.
• Created monthly caseload reports for upper management to keep track of all client information and program goals.
• Created and updated client case files (electronic and hardcopy); prepared files for upcoming yearly audits, and prepared files for storage once the cases are closed.

(Short-term Harris County and Houston Emergency Rental Assistance Program and Emergency Direct Assistance Program under Catholic Charities)

• Triaged 10-15 clients per day, by assessing their need for rapid solutions or escalation to needed stakeholders.
• Directly worked with the public and with the programmatic staff to process concerns, and identified escalation issues.

Managed up to 40 customer calls per day, by assisting with their auto insurance policy requests, by processing their individual needs within company's database, and by collecting relevant information, while adhering to strict customer information confidentiality.

(Short-term Harris County COVID19 Relief Funds Project under Catholic Charities) Interviewed up to 10 clients per day to collected relevant documentation and verification of eligibility with the goal of obtaining organization's approval for the client's assistance.

Visited up to 20 assigned households per day to conduct interviews with respondents with the goal of collecting census data for current, on-going surveys, one-time surveys, and special censuses. The agency provided a phone application to effectively collect the census date.

• Managed a case load of 35 clients to facilitate recovery and restoration programs to hurricane Harvey survivors with the goal of returning to their former quality of living status.
• Interviewed clients to assess their needs and implement long-term recovery plans by inspecting properties to align physical evidence with information extracted from interviews; by collaborating with community organizations to maximize the resources available to clients; and by assisting in translating services into Spanish.
• Created and updated client case files (electronic and hardcopy); prepared files for upcoming yearly audits and for storage once the cases are closed.

Researched and extracted sensitive data from personnel documentation to ensure privacy compliance. Processed up to 25 file folders per day.

• Reviewed weekly up to 5 contracts. ensuring language was favorable with company goals and ensuring all agreed amendments were incorporated in the final copy.
• Referred more complex issues to the company's attorney team for final decision.
• Executed efficient and accurate contract release to support ease of work flow for agents and attorneys.
• Provided and maintained a centralized network system for immediate access of contracts to minimize turnaround time and boost sales.
• Updated daily up to 15 vendors' information utilizing the company's accounting software for prompt and accurate vendor payment.