Jami Henderson
Silver Spring,MD
Summary
A versatile, passionate professional with a history of successfully leading strategic and operational initiatives within well-established multinational corporations, and federal government agencies; Subject matter expert as Fisher House Manager, and Human Resource Manager. Proven track record in systems optimization, team development, and award-winning service excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Acting Fisher House Manager (GS 12-1)
Department of Veterans Affairs, Washington, DC
Washington, DC
09.2025 - Current
- At least 3 years of specialized experience in management and administration of hospitality or lodging operations.
- Knowledge of hospitality operations, VA policies, concepts, procedures, and regulations related to the Fisher House Program.
- Knowledge of basic principles and techniques pertaining to management, planning, scheduling and coordinating.
- Knowledge of budgeting and financial management practices relates to the Fisher House program or lodging operations.
- Knowledge of personnel policy and practices to handle human resources requirements in a government environment, to include recruitment, performance management and evaluation.
- Knowledge of associated laws, regulations, and policies used by the U.S. government agencies to effectively manage individuals and teams in the workplace.
- Knowledge of group dynamics, grief processes and crisis management.
- Knowledge of VA and Fisher House resources for supporting families in medical crisis.
- Skill in the use of Microsoft Office Programs (e.g., Word, Excel, Power Point, Outlook).
- Ability to understand military protocols.
- Ability to develop and effectively deliver presentations and/or training.
- Ability to perform the full range of supervisory duties.
- Ability to analyze and prepare clear, concise, and technically sound reports related to work at the Fisher House.
- Ability to communicate effectively both orally and in writing.
- 40 hours per week
Acting Fisher House Manager (GS 11-2)
Department of Veterans Affairs, Washington, DC
Washington, DC
01.2025 - Current
- Responsible for the financial, operational, and managerial processes involved with the Fisher House program.
- Utilizes resources to effectively and efficiently maintain services to achieve VA facility, Fisher House Foundation, and VHA program goals.
- Responsible for coordinating Fisher House accommodation for a large complex VA facility that serves as a VISN, regional, and national referral center for Veterans traveling for specialty care.
- Responsible for providing a comfortable environment for Veterans, Active Duty Servicemembers, their family members, and caregivers to relax and socialize during the Veteran’s hospitalization or extended episode of care.
- Oversees the day-to-day operations of the Fisher House Program to include creating and maintaining a staffing schedule, creating and maintaining an activity calendar, scheduling activities and volunteer events to support Fisher House guests, and scheduling transportation for Veterans and families.
- Coordinates with the Chief of Voluntary Services (VAVS) to manage donations from public or private donors of expendable and non-expendable/durable items, securing appropriate letters or responses from the VA facility designee for these contributions. Accepts all checks and donations and ensures that they are turned in for deposits and that every donation is acknowledged. Maintains appropriate records that support the program.
- Identifies barriers to providing exceptional customer service by using guest and stakeholder feedback in planning and providing products and services to enhance the overall guest and stakeholder experience.
- Oversee and ensure contract employees’ requirements are met according to the guidelines established in the Statement of Work.
- Oversee tasks and activities of all Fisher House volunteers and events in support of the Fisher House guests. Plans and assigns work to be accomplished by subordinates who guide and control work.
- Makes decisions on work problems presented by subordinates and sets priorities and schedules.
- Collaborates with heads of other units, facility leadership, and the VA Central Office National Fisher House Program to negotiate, decide on, and/or coordinate on problems involving the relationship of the work of the program supervised to broader programs, and its impact on these programs.
- Oversee the Fisher House budget of $600,000 raised through donations in GPF.
- Prepares correspondence relating to Fisher House, including, but not limited to, manuals and publications for Fisher House operations, articles for the Fisher House magazine, and weekly, monthly, and quarterly updates to the Fisher House Program Manager.
- Interacts daily with guests; assists guests regarding Installation and Medical Center services, which may include grief and crisis management resources.
- Follows established procedures in the receiving of gifts and donations. Ensures compliance with naval regulations for donations of both cash and in-kind gifts.
- On call evenings, nights, and weekends.
- 40 hours per week
Voluntary Services Specialist (GS 11-2)
Department Veterans Affairs, Washington, DC
Washington, DC
12.2022 - Current
- Conducting all aspects of the development, coordination, and management of the Center for Development and Civic Engagement (CDCE) Office and is responsible for the independent management of specific programs or portions of larger programs.
- Formal Acting Assistant Chief of the Center for Development and Civic Engagement (CDCE) (120 days)
- Responsible for the direct management of all 100+ volunteers.
- Preparing all volunteer personnel files according to The Joint Commission and standards for VHA volunteers.
- Conducting the CDCE/Voluntary Service Officer in developing short and long-range plans for the accomplishment of CDCE/Voluntary Service program goals and objectives; developing and implementing programs and program changes to meet the facilities or other VA-affiliated program needs.
- Managing the CDCE/Voluntary Service in developing innovative/creative community outreach programs that provide volunteers and financial resources.
- Developing and fostering a robust network with internal and external stakeholders to build resilient working coalitions in support of the VA mission.
- Developing and delivering presentations to diverse groups within the facility and at off-site locations within the community.
- Accountable for interviewing, scheduling, placement, and evaluation of volunteers.
- Accountable for conducting appropriate follow-up activities to ensure both adequate supervision and assignment training are provided.
- Resolves issues as they arise and consults with the CDCE/Voluntary Service Officer if policies or procedures require review and/or revision.
- Accountable for the coordination and management of all monetary and in-kind donations.
- As an authorized user of the Government Purchase Card, responsible for meeting the standards for documentation and reconciliation of the purchase cards ($25,000 monthly).
- Managing the day-to-day operations surrounding the organization's development activities and conducting marginalizing routine needs assessments to ensure alignment with the facility's strategic plan.
- Developing tax deductibility documentation for all donations received.
- Providing education and training to staff on the proper use of donation expenditures, restricted purchases, and procurement requirements.
- Plans and executes a variety of complex internal and external special events, including VISN-wide and national events where the local facility is a key host or sponsor, or is responsible for securing major monetary or in-kind donations and volunteer support.
- 40 hours per week
Backup Fisher House Manager (GS 11-2)
Department of Veterans Affairs, Washington, DC
Washington, DC
12.2022 - 01.2025
- Responsible for the financial, operational, and managerial processes involved with the Fisher House program.
- Utilizes resources to effectively and efficiently maintain services to achieve VA facility, Fisher House Foundation, and VHA program goals.
- Responsible for coordinating Fisher House accommodation for a large complex VA facility that serves as a VISN, regional, and national referral center for Veterans traveling for specialty care.
- Responsible for providing a comfortable environment for Veterans, Active Duty Servicemembers, their family members, and caregivers to relax and socialize during the Veteran’s hospitalization or extended episode of care.
- Oversees the day-to-day operations of the Fisher House Program to include creating and maintaining a staffing schedule, creating and maintaining an activity calendar, scheduling activities and volunteer events to support Fisher House guests, and scheduling transportation for Veterans and families.
- Coordinates with the Chief of Voluntary Services (VAVS) to manage donations from public or private donors of expendable and non-expendable/durable items, securing appropriate letters or responses from the VA facility designee for these contributions. Accepts all checks and donations and ensures that they are turned in for deposits and that every donation is acknowledged. Maintains appropriate records that support the program.
- Identifies barriers to providing exceptional customer service by using guest and stakeholder feedback in planning and providing products and services to enhance the overall guest and stakeholder experience.
- Oversee and ensure contract employees’ requirements are met according to the guidelines established in the Statement of Work.
- Oversee tasks and activities of all Fisher House volunteers and events in support of the Fisher House guests. Plans and assigns work to be accomplished by subordinates who guide and control work.
- Makes decisions on work problems presented by subordinates and sets priorities and schedules.
- Collaborates with heads of other units, facility leadership, and the VA Central Office National Fisher House Program to negotiate, decide on, and/or coordinate on problems involving the relationship of the work of the program supervised to broader programs, and its impact on these programs.
- Oversee the Fisher House budget of $600,000 raised through donations in GPF.
- Interacts daily with guests; assists guests regarding Installation and Medical Center services, which may include grief and crisis management resources.
- Follows established procedures in the receiving of gifts and donations. Ensures compliance with naval regulations for donations of both cash and in-kind gifts.
- Interacts with hospital staff to ensure the Fisher House operates at full capacity. Confirms that the guest's status complies with Fisher House rules and regulations.
- On call evenings, nights, and weekends.
- 40 hours per week
PSA (GS 7-2)
Department Veterans Affairs, Washington, DC
Washington, DC
09.2020 - 12.2022
- Skill and knowledge in computer operations, including all standard office programs.
- Ability to compile and summarize information and data, identify inaccuracies or anomalies in the information, and make written recommendations to resolve discrepancies based on the interpretation of applicable regulations and procedures.
- Ability to gather, interpret, and analyze information to arrive at a logical conclusion.
- Plan, organize, and implement assigned tasks under strict deadlines and multiple changing priorities.
- Ability to interpret and apply written instructions, guidelines, policy memorandums, etc. This includes the ability to gather, organize, and compile factual material.
- Knowledge of medical administration procedures for securing patient records.
- Confirm veterans’ eligibility for special programs in the CC programs and appropriately process their authorization.
- Work collaboratively in an interdisciplinary delivery model.
- Utilizes Consult Tracking Manager and Vista Scheduling
- Point of Contact for Mental Health Clinic PATS-R for patient experience and advocacy.
- Perform work of a general office support nature, which encompasses a variety of different duties and responsibilities.
- Utilizes Microsoft Office software, VISTA, Leaf Request, and CPRS to compile data and formulate reports.
- 40 hours per week
PSA (GS 7-2)
Department Veterans Affairs, Washington, DC
Washington, DC
09.2020 - 12.2022
- Skill and knowledge in computer operations, including all standard office programs.
- Plan, organize, and implement assigned tasks under strict deadlines and multiple changing priorities.
- Ability to interpret and apply written instructions, guidelines, policy memorandums, etc. This includes the ability to gather, organize, and compile factual material.
- Knowledge of medical administration procedures for securing patient records.
- Confirm veterans’ eligibility for special programs in the CC programs and appropriately process their authorization.
- Work collaboratively in an interdisciplinary delivery model.
- Utilizes Consult Tracking Manager and Vista Scheduling
- Point of Contact for Mental Health Clinic PATS-R for patient experience and advocacy.
- Perform work of a general office support nature, which encompasses a variety of different duties and responsibilities.
- Utilizes Microsoft Office software, VISTA, Leaf Request, and CPRS to compile data and formulate reports.
- 40 hours per week
AMSA (GS 6-2)
Department Veterans Affairs, Washington, DC
Washington, DC
02.2019 - 09.2020
- Administrative processing of Veteran patients in enrollment, benefits, and registration.
- Applying public laws in determining enrollment status, eligibility for hospitalization, outpatient care, dental coverage, prosthetic issuance, travel reimbursement, and other related services.
- Performing scheduling functions for Veteran patients, including appointments, cancellations, and rescheduling.
- Manage patient systems to verify and validate accuracy and resolve issues.
- Facilitating communication between Veterans and other facility consult departments.
- Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
- Utilizes Microsoft Office software, EDIS CP, VISTA, BMS, and CPRS to compile data and formulate reports.
- 40 hours per week
Education
AS Degree - Business Management
Inver Hills Community College
MNBS - Human Resource Management
Saint Mary’s University of Minnesota
MBA - undefined
Saint Mary’s University of Minnesota
Skills
- Facility oversight
- Guest relations
- Problem-solving
- Microsoft office
- Customer service
- Procedure implementation
- Administrative oversight
- Standards compliance
- Policy enforcement
- Maintenance and repair management
- Budgeting expertise
- Financial management
Certification
Certification: Human Resource Strategy
Timeline
Acting Fisher House Manager (GS 12-1)
Department of Veterans Affairs, Washington, DC
09.2025 - Current
Acting Fisher House Manager (GS 11-2)
Department of Veterans Affairs, Washington, DC
01.2025 - Current
Voluntary Services Specialist (GS 11-2)
Department Veterans Affairs, Washington, DC
12.2022 - Current
Backup Fisher House Manager (GS 11-2)
Department of Veterans Affairs, Washington, DC
12.2022 - 01.2025
PSA (GS 7-2)
Department Veterans Affairs, Washington, DC
09.2020 - 12.2022
PSA (GS 7-2)
Department Veterans Affairs, Washington, DC
09.2020 - 12.2022
AMSA (GS 6-2)
Department Veterans Affairs, Washington, DC
02.2019 - 09.2020
BS - Human Resource Management
Saint Mary’s University of Minnesota
MBA - undefined
Saint Mary’s University of Minnesota
AS Degree - Business Management
Inver Hills Community College