JaNese James-Jones
Summary
Compassionate, diligent, and dedicated Human Service professional motivated to promote client and community well being through effective communication, leadership, advocacy, and customer service skills.
Overview
24
24
years of professional experience
Work History
Family Investment Specialist Supervisor I
Baltimore City Department Of Social Services
05.2024 - Current
- Oversee the Redetermination unit of Family Investment Specialists involved in the determination of eligibility of applicants for programs of the Family Investment Administration.
- Responsible for the interpretation and application of laws, regulations, and policies relevant to FIA programs for the analysis of procedures, and the recommendation of new or revised procedures.
- Assign work and review cases for completeness and accuracy in accordance of compliance with state and federal policy, procedures, laws, rules, and regulations.
- Organize, plan, delegate, and control workload to assure quality of service.
- Analyze work to determine causes of errors, and recommend and implement corrective actions, policy, and procedural changes.
- Train and coach staff in work management and technical areas of the work via in person, telephone, or zoom.
- Record information in automated databases and classifies and codes errors for statistical analysis.
- Interpret state and federal policy and serve as an advocate on behalf of customers
- Plan, organize, and facilitate weekly unit meetings as well as regularly scheduled one on one meetings.
- Review and approve time sheet and requested time off.
Family Investment Specialist IV
Howard County Department Of Social Services
02.2022 - 04.2024
- Assigns and reviews the work of and trains lower-level Family Investment Specialists in completeness, accuracy, application of and compliance with State and federal policies, procedures, laws, rules and regulations.
- Provides specialized services in the Family Investment Administration (FIA) of the Department of Human Resources in eligibility determination or quality control.
- Reviews cases processed by eligibility determination workers for Public Assistance, Medical Assistance, Food Stamps or other services in the Family Investment Administration (FIA) of the Department of Human Resources.
- For quality control, reviews eligibility determinations for accuracy and compliance with State and federal policies, procedures, laws, rules and regulations.
- Calculates income and resources to verify benefit category and level.
- Interviews clients to verify information in case records.
- Contacts individuals, employers, landlords, attorneys, financial institutions, medical offices, and government and community agencies to obtain, verify or clarify information required for eligibility determinations such as income, resources, residency and household composition.
- Contacts customers regarding discrepancies and refers questionable cases to the fraud unit for further follow-up.
- Determines causes of errors in eligibility determinations and recommends corrective actions.
- Reviews reports and applies that information to the review of eligibility determinations.
- Uses databases such as E&E, Beacon, Work Number, CCC Verify, system clearances
- Serves as an advocate on behalf of customers.
- Provide policy training to employees via in person, zoom, chat, phone, and email.
- Provide detailed narration on every action taken on a case.
- Provide unit coverage in the absence of the unit supervisor
Family Investment Specialist II
Anne Arundel County Department Of Social Services
02.2011 - 04.2024
- Screen, interview, determine eligibility, process, recertify, complete interim changes, disposition New Hires alerts and approve or deny government funded programs and benefits including Cash Assistance, Food Stamps, Medical Assistance, and Emergency Assistance within established time frames and in accordance with federal and state policy and procedures
- Use data systems CARES, MABS, SVES, MMIS, SAVE, The Work Number, Jail Request Match, Vine Link, EDRS, ECMS, MD Think, and CCC Verify to help determine eligibility in order to yield an on-time rate of 97% or better and maintain payment accuracy within established guidelines
- Manage the federal government ABAWD (Able-Bodied Adults Without Dependents) program by screening and tracking all participants countable months, work activities and exemptions
- Establish and maintain casework services using organized case management and time management skills
- Exercise basic counseling, problem solving, and recommend other supporting services to clients to promote self-sufficiency
- Responds to internal and external client complaints and inquiries, and provides liaison services via in person and/or telephone
- Train and mentor lower level employees
- Review the work of other eligibility workers by using Pre-Review to ensure payment accuracy and policy compliance to prevent Quality Control errors
- Complete detailed documentation for every action taken on a case using the Client Automated Resource and Eligibility System (CARES)
- Monitor and order office supplies when necessary using requisition form
Court Clerk
Maryland Judiciary Court
02.2000 - 12.2009
- Collected, organized, and entered traffic citations and other court records into District Court data system
- Maintained a high productivity level and accuracy standards
- Answered and directed phone calls while taking detailed messages when necessary
Education
Associate of Applied Arts - Social Work
Eastern Gateway Community College
Steubenville, OH06.2022
Skills
Team Player
Organized
Adaptable
Motivated
Empathetic
Detailed Oriented
Problem Solving
Mentor
Motivator
Leader
Written and Verbal Communication
Works under Pressure
Customer Service Oriented
Complaint Resolution and follow up
Decision making skills
Professional Association
AFSCME District Council 3 Union Shop Steward - December 2018 - February 2022
Responsible for the proper representation of union members, according to the contract.
Designated as a significant link to effectively provide information to union members.
Represent union members who's contractual union rights may have been violated.
Recruit, train and teach union members to organize internally and externally.
Timeline
Family Investment Specialist Supervisor I
Baltimore City Department Of Social Services
05.2024 - Current
Family Investment Specialist IV
Howard County Department Of Social Services
02.2022 - 04.2024
Family Investment Specialist II
Anne Arundel County Department Of Social Services
02.2011 - 04.2024
Court Clerk
Maryland Judiciary Court
02.2000 - 12.2009
Associate of Applied Arts - Social Work
Eastern Gateway Community College
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