Imelda Hernandez

Essential Functions:
• Conduct initial assessment and screening to all potential households to determine eligibility.
• Knowledge of financial assistance programs available to families.
• Assist families with SNAP, TANF, Medicaid, and other State assistance programs.
• Identify opportunities for client growth and remove barriers to success through a comprehensive
assessment that incorporates a strengths-based, holistic service plan.
• Monitor and guide client progress.
• Audit case manager files to ensure all client documents are in order and all forms are signed.
• Ensure case managers are meeting all program benchmarks.
• Monitor and guide the Case Manager’s progress towards the overall program goals.
• Ensure case managers are properly capturing all important data in PantrySaver for each participant.
• Ensure professional service delivery by working to provide timely case management, documentation,
and communication with client.
• Approve expenses and hours for Payroll and PTO for Case Management team.
• Assist Director of Programs with any necessary reporting for grants/funders.

• Managed and supervised administrative and daily program operations, as well as a team of representatives assisting families apply for SNAP, Medicaid, TANF and other government programs.
• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• Developed strategic plans, setting clear objectives and achievable milestones for the team.
• Managed cross-functional teams for successful project completion within deadlines and budgets.
• Coached team members on professional development opportunities, contributing to improved overall performance.
• Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Engaging with the community to understand their needs and concerns
• Outreached & Informed Medicaid recipients about their benefits
• Developing and implementing outreach programs and initiatives
• Working with community members to identify issues and potential solutions
• Providing individual and group counseling services to community members
• Collaborating with other professionals, like social workers and health educators, to provide comprehensive services
• Organizing and leading community meetings or forums to discuss community issues or present information
• Maintaining detailed records of outreach efforts and their impacts
• Building partnerships with local organizations, schools, and businesses to support community development
• Providing crisis intervention and referral services as needed
• Promoting awareness of available resources and services within the community