IGNACIO DE LA CRUZ
Merced
Summary
Results-driven Program Manager with expertise in strategic planning and process improvement. Extensive experience in operations management, team development, and regulatory compliance enhances organizational performance. Committed to leveraging stakeholder communication and data analysis to implement impactful solutions.
Overview
21
21
years of professional experience
Work History
Program Manager
Merced County-Human Services Agency
Merced
06.2022 - Current
- I develop and implement goals, objectives, policies, procedures and work standards for the Family Services Branch.
- I plan, organize, coordinate and direct eligibility services.
- I establish performance levels, communicating goals and performance expectations, and ensuring conformance to established policies and procedures, and standards for quality and timeliness.
- I plan and manage, through subordinate managers and/or supervisors, the work of division staff; assign, review and evaluate staff and provide for their training and professional development.
- I monitor and direct employee relations activities; and provide guidance to subordinate staff regarding personnel matters.
- I assess service delivery to communicate findings to upper management, implement changes to improve efficiency and service quality, maximize effectiveness of program operations, and ensure alignment with the department's mission.
- I serve as an internal technical expert regarding program matters by providing consultation and guidance to staff, subordinate supervisors, managers, executive management, or the Director.
- I prepare and recommend long-term plans for services and programs; develop specific proposals for action on current and future division services and operations.
- I assess the need for changes to policies or programs based on initiatives to improve services, new services or program modifications, and opportunities for cross-collaboration of program areas.
- I interpret laws and regulations, including new laws and proposed legislation, to determine relevancy to department operations and services.
- I assess program compliance with laws and regulations.
- I develop or/and revise policies or procedures to improve operational efficiency and effectiveness, and assists higher-level management in departmental strategic planning.
- I work collaboratively with personnel of other agencies, community groups, contractors, and other public and private organizations to determine needs for social services, and coordinate shared services or collaborative projects, or the provision of services by contracted agencies.
Staff Services Analyst II
Merced County-Human Services Agency
Merced
03.2020 - 05.2022
- As the director of Merced Help Desk, I served as the Primary Point of Contact for the Automated System used to determine eligibility (CalSAWS).
- I was responsible for disseminating information from CalSAWS down to affected users in our county.
- I develop and pull reports for different branches within Merced County HSA to assist with processing cases and to monitor productivity.
- I facilitated meetings that involve branches affected by changes with CalSAWS and assist in creating process for these areas.
- I was also involved and help create process that involve the reception areas.
- I help oversee the reception area and provide guidance to the current Supervisors.
- I coached and mentored new staff by answering questions and providing ongoing training and support to make sure they are understanding current processes.
- I was responsible for the development and delivery of training to teams on Protocol for both the Calworks and CalFresh programs.
- I have trained all staff in the same day intake unit on how to use our scheduling system.
- I also present information team at our staff/unit meetings.
- I developed processes to manage cases as a team that are currently being used within the agency.
- I conducted monthly PMCs with all of my staff and provide input to them about their performance.
- I researched regulations when clarification is needed on current processes and provide feedback and recommendations for changes to ensure accurate information is provided to staff and cases are being processed correctly.
- I delegated assignments to others in order to meet business and client needs.
- I was part of the implementation of the same day intake process.
- I had the opportunity to go to different county offices and observe their procedures and bring back feedback to management.
- Responsible for completing quality assurance reviews to ensure compliance with program rules and regulations.
- Conduct interview observations on new workers in intake, in order to assist them in areas they need to improve.
- Review cases and transfer them to case workers once intake has completed cases.
- I completed problem reports to report issues with our automated systems to our local help desk.
- I researched and pull data from C-IV to compare worker stats and look for solutions to issues we might be having within the team.
- I gathered, organize and analyze information through our automated systems.
- I prepared reports to assist me in the supervision of my team and other teams in the agency.
- I worked with other Analysts and provide input to the development of training and implementation of changes in regulations.
- I have had the opportunity in testing a new system that will determine eligibility and was able to provide analysis of the new system and how it will impact our business practices in Merced County.
- I currently serve on several committees for our automated system and provide input from data that we gather and analyze to see how the changes that are proposed will affect our county.
Family Services Supervisor
Merced County-Human Services Agency
Merced
02.2015 - 03.2020
- I planned, assigned, supervised and evaluated the work of a team of Family Services Representatives engaged in intake of public assistance cases, ongoing case management activities, employability and educational evaluations, assessments and reassessments, job placement and related functions.
- I conducted individual conferences and group meetings to discuss or interpret case status, case problems, automated system changes or problems, and changes in State and Department rules, regulations, directives, and policies.
- I assisted in developing integrated approaches to service delivery with respect to public assistance and employment programs, customer service standards, self sufficiency objectives and staff development.
- I recommended or initiated personnel actions such as promotions, transfers, discharges, and disciplinary measures.
- I responded to questions and complaints of clients.
- I completed ongoing performance management evaluation.
- I determined need for training and oversight and provides appropriate training and direction.
- I assisted staff with identifying problems requiring referral to social services, employment services or to outside agencies and community resources.
- I conducted quality assurance reviews to ensure proper applications of rules.
- I participated in planning, developing and evaluating policies, and procedures.
- I interpreted and applied rules, regulations, laws, directives, departmental policies and procedures for staff, clients, and the public, and recommends revisions.
- I represented the department at meetings, attended conferences, and participated in studies, system testing and design and research projects as assigned.
- I received and prepared correspondence and required reports relating to team and Agency activities.
Eligibility Lead Worker
Merced County-Human Services Agency
Merced
06.2005 - 02.2015
- Performs interactive interviews in person or by telephone to elicit eligibility.
- Communicates effectively both orally and in writing with the clients and others while maintaining confidentiality.
- Explains regulations, rules and policies to clients and apprises them of their rights, responsibilities and eligibility for participation in various public assistance programs and services.
- Authorizes benefits and notices of action. Generates appointment letters and other required documentation and correspondence.
- Monitors ongoing eligibility by obtaining periodic updated information of eligibility factors and takes appropriate actions.
- Evaluate complaints of discrimination filed by clients, review requests for Fair Hearings, review case records and related documents for issues under appeal.
- May be assigned to any public assistance team serving as a lead worker. A lead worker, functions as a technical expert or subject matter expert.
- Prepares detailed position papers providing present and/or past pertinent regulations, court decisions, and County policies and precedents.
- Develop training material for the eligibility services and coordinate/conduct training sessions on program regulations and procedures.
- Troubleshoots task and/or case issues to determine appropriate resolution of problems, involving Help Desk as needed; may participate in system testing and design.
- Organizes and prioritizes caseload/workload so that necessary case records and documents are processed and updated within specific time limits established by regulation and local policy.
- Responds to questions and complaints of clients in person, by telephone, mail and/or email communication.
- Participates in special projects, studies, work assignments, meetings, conferences and committees.
Education
Some College (No Degree) - Business Administration
Merced Junior College
MercedSkills
- Problem-solving
- Team leadership
- Program leadership
- Critical thinking
- Team management
- Project management
- Project coordination
- Training and development
- Stakeholder communications
- Community outreach
- Data analysis
- Strategic planning
- Performance monitoring
- Flexible and adaptable
- Process improvement
- Work Planning and Prioritization
- Policy and procedure improvements
- Program reviews
- Documentation proficiency
- Presentation creation and delivery
- Organizational performance
- Interpersonal skills
- Operations management
- Personnel management
- Compliance enforcement
- Data collection & research
- Regulatory compliance
- Quality assurance
- Resource management
- Electronic and communication systems
- Quality assurance evaluation
- Resource allocation
- Partnership development
- Logistics operations
- Testing, repair, and troubleshooting
References
References available upon request
Languages
Spanish, Fluent
Timeline
Program Manager
Merced County-Human Services Agency
06.2022 - Current
Staff Services Analyst II
Merced County-Human Services Agency
03.2020 - 05.2022
Family Services Supervisor
Merced County-Human Services Agency
02.2015 - 03.2020
Eligibility Lead Worker
Merced County-Human Services Agency
06.2005 - 02.2015
Some College (No Degree) - Business Administration
Merced Junior College