Jennifer Rouda
Pflugerville
Summary
Dynamic leader with a proven track record at numerous job sites, excelling in project management, and fostering collaboration. Adept at document management and enhancing customer service, I successfully improved employee retention through innovative training programs, ensuring compliance with regulations while driving organizational growth and community engagement.
Overview
11
11
years of professional experience
Work History
Administrative Assistant
Supportive Hands Hospice
Phoenix
04.2025 - Current
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Developed and maintained filing systems for confidential documents and records.
- Responded to customer issues to provide immediate resolution and improve retention.
- Drove customer feedback to deliver information to management for corrective action.
- Handled confidential documents in an organized fashion according to established protocol.
- Answered questions from customers regarding products and services offered by the company.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Executed on-time, under-budget projects by solving complex issues for senior leadership.
- Facilitated communication between different departments within the organization.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
Care Navigator
True Heart Hospice & Palliative Care
Austin
10.2024 - 04.2025
- Developed appropriate community resources such as mental health services, substance abuse, treatment and housing.
- Provided guidance and support to individuals seeking assistance with navigating the healthcare system.
- Reported liabilities and risk management concerns to supervisor for review.
- Educated and counseled patients and caregivers on medication usage, disease management and diagnoses.
- Developed individualized care plans for each patient based on their specific needs and goals.
- Screened patients for eligibility for state, local and federal assistance programs.
- Assisted patients in understanding their diagnosis, treatment options, and available resources.
Director of Social Work
Aspen Hospice & Palliative Care
Austin
11.2020 - 10.2024
- Evaluated client records to ensure compliance with state regulations regarding documentation standards.
- Analyzed statistical data related to social work programs and identified areas of improvement.
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
- Determined organizational policies regarding program eligibility, requirements and benefits.
- Organized outreach events such as seminars, conferences, and workshops for the public regarding social service topics.
- Collaborated with community partners to develop new programs aimed at meeting the needs of underserved populations.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Directed activities of professional and technical staff members and volunteers.
- Coordinated multi-disciplinary teams of professionals to provide comprehensive care plans for clients.
- Spoke to community groups to explain and interpret purposes, programs, and policies.
- Supervised, trained, evaluated, and provided guidance to subordinate staff members.
Executive Director
True Heart Hospice & Palliative Care
Austin
01.2018 - 06.2020
- Ensured legal compliance by staying abreast of relevant laws, regulations, standards, guidelines.
- Recruited, hired, and trained employees on operations and performance expectations.
- Successfully improved employment turnover through creating incentive and training programs.
- Informed board and committee about trends, issues and activities to facilitate policy-making.
- Created a collaborative environment that fosters innovation and encourages employee engagement.
- Oversaw day-to-day administrative tasks related to personnel files or payroll processing.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
- Recruited, trained, mentored, evaluated, coached, and managed staff members to ensure success in achieving their goals.
Executive Director
Care at Home Hospice
Denver
01.2017 - 12.2017
- Ensured legal compliance by staying abreast of relevant laws, regulations, standards, guidelines.
- Recommended appropriate staffing techniques to meet demands and manage costs.
- Informed board and committee about trends, issues and activities to facilitate policy-making.
- Created a collaborative environment that fosters innovation and encourages employee engagement.
- Authored reports outlining progress on projects or initiatives for senior leadership review.
- Promoted public awareness of mission through outreach, advocacy and online presence.
- Developed marketing strategies to promote the organization's mission throughout the community.
- Oversaw day-to-day administrative tasks related to personnel files or payroll processing.
Social Worker IV
Humboldt County Department of Health and Human Services
Eureka
11.2013 - 12.2016
- Evaluated referrals from external sources regarding possible child abuse cases.
- Attended hearings with victims to provide emotional support.
- Conducted home visits to assess client needs, evaluate progress, and provide resources to families.
- Provided culturally competent services while respecting individual beliefs and values.
- Participated in ongoing training to maintain license and enhance knowledge of relevant mental health topics.
- Cultivated relationships with local organizations dedicated to helping underserved communities.
- Investigated reports or indications of abuse, neglect or exploitation of at-risk adults, adolescents and children.
- Interfaced with local court system, attending court proceedings and working directly with attorneys.
- Maintained detailed records of client information and services provided in accordance with agency policy.
Education
Master of Arts - Advanced Standing Master of Social Work (MSW)
Cleveland State University
Cleveland, OH05-2008
Bachelor of Arts - Bachelor of Social Work (BSW)
Cleveland State University
Cleveland, OH05-2007
Skills
- Communication with staff, subordinates, and the public
- Document management
- Preserving confidential court records and evidence
- Customer service
- Project management
- Multitude of computer-based record systems
Affiliations
- Board Member for Palabra de Vida Church
- Counselor for Texas Cross, specializing in teaching Anger Management
- Board Member for No More, No Mas (Domestic Violence prevention)
Timeline
Administrative Assistant
Supportive Hands Hospice
04.2025 - Current
Care Navigator
True Heart Hospice & Palliative Care
10.2024 - 04.2025
Director of Social Work
Aspen Hospice & Palliative Care
11.2020 - 10.2024
Executive Director
True Heart Hospice & Palliative Care
01.2018 - 06.2020
Executive Director
Care at Home Hospice
01.2017 - 12.2017
Social Worker IV
Humboldt County Department of Health and Human Services
11.2013 - 12.2016
Master of Arts - Advanced Standing Master of Social Work (MSW)
Cleveland State University
Bachelor of Arts - Bachelor of Social Work (BSW)
Cleveland State University
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