Jaime Head
Chippewa Falls,WI
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Skilled client services professional with focus on advocacy and support. Strong background in fostering client relationships, resolving issues, and driving satisfaction. Known for effective team collaboration, adaptability, and achieving results. Expertise includes conflict resolution, communication, and empathy.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Training & Technical Assistance Associate
NATIONAL TRAINING & DEVELOPMENT CENTER VIRGINIA COMMONWEALTH UNIVERSITY
11.2023 - Current
- Company Overview: https://vcu-ntdc.org/
- Conduct national and regional online and classroom trainings for professionals seeking Social Security work incentive counselor certification.
- Evaluate trainee portfolios (certification assignments and written products) to determine whether the trainee achieves certification or requires intensive remediation activities.
- Provide distance-based technical assistance on Social Security regulations, work incentives, and service delivery model implementation to Social Security Administration’s national Ticket to Work Help Line and WIPA programs in all 50 states and U.S. territories.
- Participate in the development of technical training manuals, instructional materials, and competency assessments to support NTDC training and certification activities.
- Develop and disseminate high quality technical assistance materials and tools.
- Prepare a variety of technical reports and regular briefings to Social Security leadership personnel.
- Engage in service to the RRTC, VCU School of Education, university, community agencies, and state/national professional organizations.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Managed a diverse team of professionals, fostering an inclusive work environment that encouraged collaboration and innovation.
- Developed and maintained strong relationships with key clients to ensure high levels of satisfaction.
Ticket to Work Senior Program Director
FULL CIRCLE EMPLOYMENT SOLUTIONS, LLC
08.2022 - 10.2023
- Company Overview: https://fullcircledc.com/
- Provide coordination of the day-to-day operations of the TTW program
- Supervised all staff working under the Ticket to Work program
- Assist with onboarding & training new hires
- Review & advise on Benefits Summary & Analysis (BSA) reports written by our TTW Staff (CPWIC’s)
- Oversee the Ticket assignment process including reviewing Individual Work Plans
- Provide training about the TTW program to new and established partners to increase their participation
- Develop and manage key partnerships to promote and expand the program
- Communicate with SSA to help facilitate coordination of BPQY requests and educate about TTW
- Communicate with Ticket Program Manager Contractor(Cognosante) to ensure program needs and training requirements are met
- Collaborate with other departments and teams across the company to promote cross-functional collaboration and integration
- Ensure that the program is meeting its goals by monitoring outcomes and making adjustments as needed
- Coordinate TTW referrals and information sharing with internal FCES and ISS Staff
- Manage assigned TTW client case load
- Provide direct benefits counseling supports to assigned clients
- Monitor the payment process and compliance with documentation requests
- Maintain proper information and documentation of case files in electronic files, case notes, and/or database
- Ensure we are following internal & external TTW policies
- Managed complex initiatives, navigating challenges to achieve successful outcomes in a dynamic environment.
- Established strong relationships with stakeholders, promoting collaboration and effective communication.
- Monitored program performance to identify areas for improvement.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Communicated regularly with stakeholders, updating on progress to build support for program.
Ticket to Work Program Director
FULL CIRCLE EMPLOYMENT SOLUTIONS, LLC
10.2019 - 07.2022
- Company Overview: https://fullcircledc.com/
- Provided coordination of the day-to-day operations of the TTW program
- Supervised all staff working under the Ticket to Work program
- Assisted with onboarding & training new hires
- Provided training about the TTW program to new and established partners to increase their participation
- Coordinated TTW referrals and information sharing with internal FCES and ISS Staff
- Managed assigned TTW client case load
- Provided direct benefits counseling supports to assigned clients
- Oversaw the assignment process including reviewing Individual Work Plans
- Monitored the payment process and compliance with documentation requests
- Maintained proper information and documentation of case files in electronic files, case notes, and/or database
- Ensured we are following internal & external TTW policies
Ticket to Work Coordinator
FULL CIRCLE EMPLOYMENT SOLUTIONS, LLC
08.2018 - 09.2019
- Company Overview: https://fullcircledc.com/
- Managed assigned TTW client case load
- Provided direct benefits counseling supports to assigned clients
- Provided employment supports to beneficiaries including job search assistance
- Oversaw the assignment process including reviewing Individual Work Plans
- Monitored the payment process and compliance with documentation requests
- Maintained proper information and documentation of case files in electronic files, case notes, and/or database
- Navigated complex situations involving multiple stakeholders with diplomacy and tact, resulting in successful outcomes even under challenging circumstances.
- Served as a trusted liaison between clients and internal teams, ensuring clear communication and timely resolution of any issues that arose during project execution.
- Established lasting relationships with clients through exceptional customer service, proactive problem-solving, and consistent follow-ups on project progress.
Work Incentives Coordinator
GOODWILL EASTER SEALS, MN WORK INCENTIVES CONNECTION
09.2015 - 08.2018
- Company Overview: www.gesmn.org
- Assisted Title II & Title XVI Beneficiaries in making informed decisions about their employment goals by:
- Analyzing current federal & State benefit status including Title II, Title XVI, Medicare, Medicaid, SNAP, TANF, Veterans benefits, Public Housing, etc.
- Providing thorough explanation of how paid employment will affect all public benefits received including Federal and State-specific benefits including Title II, Title XVI, Medicare, Medicaid, SNAP, TANF, Veterans benefits, Public Housing, etc.
- Providing individualized Benefits Summary and Analysis reports and Work Incentives Plans to ensure that work incentives are properly applied and/or to resolve problems related to employment and benefits
- Managed new referrals from Ticket To Work Call Center
- Educated beneficiaries and community partners on Ticket To Work
- Researched and interpreted Federal benefit policies as well as State-specific policies for various states including Minnesota, Oregon, Idaho, California and Virginia
- Established and maintained community partnerships with local SSA Field Offices, VR offices, Youth Transition programs, Veterans Administration, Mental Health Agencies, DHS offices and others
- Provided employment laws and rights information to beneficiaries seeking and maintaining employment
- Provided training to local community partners and consumer groups
- Assisted to organize and facilitate Initial Training for new hires
- Assisted with hiring process of new Work Incentive Coordinators
- Entered data, generated reports, and produced tracking documents.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.
Work Incentives Coordinator
vaACCESS, VIRGINIA ASSOCIATION OF COMMUNITY REHABILITATION PROGRAMS
10.2013 - 12.2015
- Company Overview: http://www.vaaccess.org/wipa/
- WIPA (Work Incentives Planning & Assistance) – SSA funded
Employment Success Advisor
VIRGINIA COMMONWEALTH UNIVERSITY, NATIONAL TRAINING CENTER
02.2013 - 10.2013
- Company Overview: http://www.vcu-ntc.org/
Work Incentives Coordinator
INDEPENDENT LIVING RESOURCES, WORK INCENTIVES NETWORK
05.2008 - 02.2013
- Company Overview: http://www.win-oregon.com, http://www.ilr.org/
Consultant
NATIONAL CENTER ON ACCESSIBILITY
01.2003 - 01.2004
- Company Overview: www.ncaonline.org
- Guest Presenter for college course
- Researched leisure education for future publication
- Assisted in creating virtual website promoting Universal Challenge Education
- Hosted training on Universal Design
Program Specialist, Camping and Retreats Center
BRADFORD WOODS, INDIANA UNIVERSITY’S OUTDOOR CENTER
01.2001 - 01.2004
- Company Overview: www.bradwoods.org
- Evaluated and designed adaptive recreation programs with input from staff, participants and families
- Hired, trained and directly supervised program staff and assisted in hiring and supporting seasonal staff
- Developed training materials and resources for staff
Independent Living Specialist
NORTH COUNTRY INDEPENDENT LIVING CENTER
01.2000 - 01.2001
- Company Overview: http://www.northcountryil.com/
- Advocated for individuals to become more independent in their employment, home and school environments by providing information on equitable rights policies and local resources
- Conducted trainings in accessibility and disability awareness
Exchange Participant
MOBILITY INTERNATIONAL, USA
08.2000
- Company Overview: www.miusa.org
- Participated in Global Options for Women with Disabilities International Exchange – Inbound
- Worked together to communicate and discuss opportunities to increase access to economic stability and education.
Education
Bachelor of Arts - Communication
University of Minnesota-Duluth
Duluth, MN08.1999
Bachelor of Applied Science - Recreation, emphasis in programming
University of Minnesota-Duluth
Duluth, MN08.1999
Skills
- Utilize Microsoft Teams, Zoom, Skype & Megameeting for distance-based meetings and trainings
- Proficient in Microsoft Office including Word, Excel, Outlook, PowerPoint, Teams, OneNote, OneDrive & SharePoint
- Experienced in G-suite including Gmail, Google Drive, Docs, Sheets, Slides, and Meet
- Experienced in ETO Software for database management
- Multitasking Abilities
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Active listening
- Relationship building
- Staff training
- Customer education
Affiliations
- National Employment Network Association 2018-current
- National Association of Benefits and Work Incentive Specialists 2012-current
- National Rehabilitation Association 2013-2019
Certification
- Work Incentives Coordinator Certification December 2011 - current
- Virginia Commonwealth University, National Training Center
- SSA Level V Federal Suitability Clearance May 2013 - current
Timeline
Senior Training & Technical Assistance Associate
NATIONAL TRAINING & DEVELOPMENT CENTER VIRGINIA COMMONWEALTH UNIVERSITY
11.2023 - Current
Ticket to Work Senior Program Director
FULL CIRCLE EMPLOYMENT SOLUTIONS, LLC
08.2022 - 10.2023
Ticket to Work Program Director
FULL CIRCLE EMPLOYMENT SOLUTIONS, LLC
10.2019 - 07.2022
Ticket to Work Coordinator
FULL CIRCLE EMPLOYMENT SOLUTIONS, LLC
08.2018 - 09.2019
Work Incentives Coordinator
GOODWILL EASTER SEALS, MN WORK INCENTIVES CONNECTION
09.2015 - 08.2018
Work Incentives Coordinator
vaACCESS, VIRGINIA ASSOCIATION OF COMMUNITY REHABILITATION PROGRAMS
10.2013 - 12.2015
Employment Success Advisor
VIRGINIA COMMONWEALTH UNIVERSITY, NATIONAL TRAINING CENTER
02.2013 - 10.2013
Work Incentives Coordinator
INDEPENDENT LIVING RESOURCES, WORK INCENTIVES NETWORK
05.2008 - 02.2013
Consultant
NATIONAL CENTER ON ACCESSIBILITY
01.2003 - 01.2004
Program Specialist, Camping and Retreats Center
BRADFORD WOODS, INDIANA UNIVERSITY’S OUTDOOR CENTER
01.2001 - 01.2004
Exchange Participant
MOBILITY INTERNATIONAL, USA
08.2000
Independent Living Specialist
NORTH COUNTRY INDEPENDENT LIVING CENTER
01.2000 - 01.2001
Bachelor of Applied Science - Recreation, emphasis in programming
University of Minnesota-Duluth
Bachelor of Arts - Communication
University of Minnesota-Duluth
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