Heather Flanagan
South San Francisco,CA
Summary
I am seeking an employment and training specialist position with the City an County of San Francisco that will allow me to use the skills I have acquired in management and team leadership. I am a hard-working and solid team player with twenty five years of customer service. I am an experienced supervisor with expertise in prioritizing work, developing efficient workflow and managing employees to achieve the operational goals, vision, mission, and core values of the organization. I am interested in supporting City departments problem-solve key City services like homelessness and I am passionate about making a difference at the local level for our beautiful city.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Eligibility Worker Supervisor
Human Services Agency
06.2022 - Current
- Supervised a team of eligibility workers, ensuring consistent application of policy and procedures.
- Provide coaching, training and mentoring to staff to improve service delivery, accuracy, and productivity.
- Monitor performance to ensure compliance with federal, state, and local regulations, as well as departmental policies and procedures.
- Built relationships with diverse stakeholders to achieve successful program implementation.
- Conduct case reviews and audits to ensure quality assurance and identify areas for improvement.
- Lead team meetings and facilitate communication between frontline staff and upper management
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Oversaw daily operations to ensure workflow efficiency and compliance with safety protocols.
- Mentored and trained staff on operational best practices and company policies.
- Implemented process improvements that enhanced productivity and reduced downtime.
- Conducted performance evaluations to identify training needs and promote employee development.
- Facilitated communication between departments to improve collaboration and resolve operational issues.
- Oversee daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Managed confidential information with discretion, ensuring compliance with organizational policies.
- Improved overall department efficiency with regular reviews, updates, and optimization of standard operating procedures.
- Restructured departmental processes to better align with company objectives, resulting in faster decision-making and improved coordination across teams.
- Managed crisis situations effectively, minimizing potential risks to the company''s reputation while resolving issues swiftly.
- Worked with senior management to initiate new projects and assist in various processes.
- *Plan, prioritize, assign, supervise and review the work of a unit involved in a public assistance program area responsible for providing for the review and determination of initial and continuing client eligibility for a variety of public assistance programs.
- Participate in the selection of unit staff; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline procedures.
- Recommend and assist in the implementation of goals and objectives; establish schedules and methods for providing services; implement policies and procedures.
- Evaluate operations and activities of assigned responsibilities; recommend improvements and modifications; prepare various reports on operations and activities.
- Answer questions and provide information to the public; investigate complaints and recommend corrective action as necessary to resolve complaints.
- Review and evaluate staff work in determining financial eligibility for assistance programs; verify eligibility and financial assistance levels according to established policies and procedures; review completed cases with respect to eligibility factors, budget computations, changes in grant and terminations of grant; recommend corrective action when required.
- Review and interpret administrative letters, memos and manual revisions with staff; investigate and respond to reports of program misuse.
- Apply legal criteria to determine eligibility; provide recommendations regarding financial eligibility for assistance programs; determine eligibility and grant amount according to established policies and procedures; review and determine re-certification.
- Prepare case records related to client eligibility information and financial assistance received; update case records; submit required reports.
- Investigate statements and information received from client through the use of telephone or written verifications.
- Investigate and resolve client problems involving non-receipt of benefits, and instigates EBT FRAUD inquiries.
- Compose and prepare correspondence to applicants, references, and State agencies; gather statistical data and prepare reports as required.
- Refer clients in need of case work services to members of social service staff; and provide limited referrals to resources within the community on matters related to income maintenance; refer client to appropriate agencies according to established procedures.
- Interpret and apply federal, state, and local Equal Employment, Affirmative Action, and Civil Rights laws, procedures, and regulations; communicate clearly and concisely, both orally and in writing
- Trained new staff on processes, procedures, and best practices in case management and eligibility determination.
- Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
- Liaised with other social service providers as necessary in order to coordinate support efforts for mutual clients in need of multiple forms of assistance simultaneously.
- Proactively identified potential fraud cases through diligent review of application materials and referral to appropriate channels for further investigation.
- Contributed to ongoing process improvement initiatives by providing valuable feedback on procedures and practices during team meetings and training sessions.
Senior Eligibility Worker/Office Assistant Lead Worker
Human Services Agency
04.2015 - 06.2022
- Perform a variety of duties to determine the continuing eligibility of CAAP clients.
- Supervise, assign, review, and participate the work of the unit.
- Prepare and compose correspondence to clients/schedule appointments.
- Basic interviewing and investigative techniques.
- Communicate with other government agencies.
- Represent county in fair hearings.
- Communicate updates on rules and regulations from upper management to the unit and attend weekly meetings.
- Train and support new employees.
- Review cases for discrepancies in respect to eligibility factors such as budget, changes and termination in grant and recommend corrective action.
- Prepare monthly schedule and adjust daily schedule as needed.
- Initiate FRED/SIU referrals.
- Knowledge and use of supportive systems such as COSTS, CHANGES, Launchpad, MEDS, CALWIN and AVAYA.
- Comply with health and safety guidelines.
- Manage employee and client conflict.
- Processed applications, verifying documentation and determining applicant qualifications efficiently.
- Assessed eligibility for various social services programs to ensure compliance with regulations.
- Reviewed case files for accuracy, ensuring all information met agency standards and protocols.
- Collaborated with clients to explain program requirements and answer questions regarding benefits.
- Developed training materials to enhance understanding of regulatory changes among team members.
- Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
- Interviewed applicants and explained scope of different available benefits.
- Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
Cashier Team Lead/Book Keeper
Lunardi's Market
06.2006 - 04.2015
- Provide excellent customer service.
- Assist with customer inquiries and complaints.
- Processing exchanges and refunds.
- Pre-inventory preparation stocking and rotating products - Cashier duties/product knowledge.
- Managed the wine department by ordering and stocking.
- Audit and balance the stores cash registers and processed daily bank deposits.
- Entering sales and balancing over/shorts using Excel spreadsheet.
- Directing calls to appropriate department.
- Excellent interpersonal communication.
- Supervised daily operations, ensuring efficient cash handling and customer service standards.
- Trained new cashiers on register systems and customer interaction protocols.
- Resolved customer complaints effectively, enhancing overall satisfaction ratings.
- Monitored cash drawer accuracy, conducting audits to prevent discrepancies.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Developed strong relationships with repeat customers through friendly service interactions.
- Restocked and organized merchandise in front lanes.
- Operated POS cash register and equipment to collect payments.
- Monitored areas for security issues and safety hazards.
- Ensured compliance with company policies regarding returns, exchanges, and check acceptance procedures.
Front End Manager
Safeway
04.2000 - 06.2006
- Manage employee breaks and lunches.
- Enforcing regulations and assigning duties.
- Manage customer service of all checker and courtesy clerks and reports concerns to management.
- Provide excellent customer service and assist customers with complaints.
- Supervised customer service workforce and adopted responsibilities of department managers in their absence.
- Train and supervise new employees and implement new policies and made sure the change went smoothly with all employees.
- Able to perform all duties to run the establishment.
- Leadership and strong communication skills.
- Encouraged employees to reach and acquire company goals.
- Mentored team members to improve product knowledge and customer engagement strategies.
- Led front-end operations to enhance customer experience and streamline workflows.
Education
Bachelor of Arts - Liberal Studies
San Francisco State University
San Francisco, CASkills
- Supervision
- Team Leadership
- Customer Service
- Crisis Situations
- Eligibility Determinations
- Community Referrals
- Multicultural Populations
- Benefits Program Knowledge
- Public Assistance Programs
- Active Listening and Communication
- Caseload Management
- Verbal and Written Communication
- Proficient with outlook, Teams, Excel, Word
- Written and verbal communication
- Government relations
- Policy interpretation
- Teamwork and collaboration
- Analytical thinking
- Conflict resolution
- Goal setting
- De-escalation techniques
- Case management
- Fraud detection
- Training program development
- Training evaluation
- Job training
- Employee development
- Recruiting
- New hire on-boarding
- Training material updates
- Employee interviewing
Certification
24 Plus Supervisor Training
Timeline
Eligibility Worker Supervisor
Human Services Agency
06.2022 - Current
Senior Eligibility Worker/Office Assistant Lead Worker
Human Services Agency
04.2015 - 06.2022
Cashier Team Lead/Book Keeper
Lunardi's Market
06.2006 - 04.2015
Front End Manager
Safeway
04.2000 - 06.2006
Bachelor of Arts - Liberal Studies
San Francisco State University