Jennifer Viloria
Kingwood,TX
Summary
Dynamic trilingual Case Manager with extensive experience across multiple industries, excelling in customer service, and administrative support. Proven ability to thrive in fast-paced environments while effectively multitasking and prioritizing tasks. Expertise in fostering collaboration among diverse teams to drive organizational success and meet business objectives. Committed to delivering exceptional results through strategic problem-solving and a customer-centric approach.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Government Site Specialist
The GEO Group
Houston
07.2025 - Current
- The Government Site Specialist works independently to manage all aspects of case management within the program requirements.
- Develops, implements, coordinates, reviews and updates case management and service plans for ISAP participants in conformance with state and federal regulations and program requirements.
- The Government Site Specialist meets with participants regularly as required by contractual obligations.
- Develops and maintains accurate and complete case records for all ISAP participants from entry to release from ISAP. Proactively manages cases using all appropriate tools and techniques. Maintains confidentiality of all records.
- Administers Security Plan for a specific office, including daily operations, security contingencies, emergencies and mitigation plans, security of Company and DHS employees, clients and the general public. Performs daily security check of the office area. Ensures that all participant records are kept in locked files to maintain confidentiality. Prepares written reports for DHS as necessary.
- The Government Site Specialist reviews and approves program participants' service plans to ensure compliance with state requirements and contractual obligations. Conducts intake interview and orientation session with each ISAP participant within contractual timeframes and requirements.
- The Government Site Specialist installs electronic monitoring equipment on ISAP participants as necessary and monitors compliance with electronic monitoring programs.
- Provides ISAP participants with community resources including, but not limited to, transportation, medical, educational, financial, legal, religious and other social adjustment or facilitative resources. Identifies and coordinates services as required.
- Supervises ISAP participants while in Company offices.
- Establishes schedules for ISAP participants that include, but are not limited to, recreation, life skills, counseling as needed, group interaction, free time, religious services, visitation, immigration Court appearances, and access to legal services. Reviews individual service plans, conducts risk/needs assessments and writes progress reports on a regular basis in compliance with contractual obligations. Coordinates with participants to ensure attendance at legal orientation and cultural orientation sessions, as well as supplemental services evaluations.
- Reports on program violations in a timely manner using established reporting parameter. Conducts home visits to verify ISAP participants' places of residence in compliance with contractual obligations.
- Makes referrals for emergency counseling for ISAP participants as needed. Conducts monthly audits of a specific office to ensure all program operations comply with the Quality Control Plan and contractual obligations. Prepares corrective action plans as necessary.
- Serves as the point of contact for DHS.
Case Manager
Arrow Child & Family Ministries
Spring, TX
11.2021 - 05.2024
- Facilitate placement of children in foster and adoptive homes and ensures intake paperwork is signed and entered into electronic case management system within timeframes outlined in Arrow policy and procedures.
- Participate in development of assessment, treatment planning, service delivery, discharge, and aftercare as determined by child’s service package.
- Assist and monitors families in the compliance of licensing/regulatory standards to maintain service package requirements and credentialing.
- Implement Pre-Admission Assessment and Individual Treatment Plans in conjunction with foster parents and clients and treatment team.
- Provide consultation for foster parents, adoptive parents, biological parents, respite provider, childcare staff, and other caregivers, as indicated.
- Maintain accurate, timely, and complete case notes, billing documentation, treatment plans, progress notes and other documentation according to licensing, accreditation, and agency standards.
- Attend trainings and meetings as required.
- Serve as the child’s education liaison with the referral agency and foster parents.
- Participate in case planning conferences, Professional Consulting Team, School meetings, court hearings, staffing, etc., as appropriate, for cross system collaboration.
- Maintain regular contact with family and child and monitors psychological, mental, emotional, physical, and environmental well-being through phone contacts, email, and home visits according to licensing, accreditation and agency standards.
- Help families develop a therapeutic milieu conducive to healthy child development. In accordance with the agency’s treatment model.
- Provide crisis intervention as needed to prevent escalation of high-risk behavior, relapse, hospitalization, placement disruption, and other negative outcomes on a 24-hour on-call basis.
- Coordinate care of the child with the medical consenter and participates in STAR Health Coordination.
- Complete all discharge summaries and provides after-care services as required by youth’s service package.
- Maintain child and/or family records in Arrow’s electronic client information system utilizing desktop computers, laptop computers, touchscreen devices, and scanners.
- Utilize (personal) cell phone mobile data hotspot for in-field access to Arrow’s client information system in order to complete documentation in accordance with job workflow.
- Conduct quarterly evaluations, creates corrective action plans and monitors foster home for safety and compliance.
- Maintain Family Training Plan for assigned families.
- Perform all duties within contract, state and federal regulations, company policy, and regulatory agency standards.
Case Manager
Workforce Solutions
Humble, TX
02.2021 - 11.2021
- Guide’s customers in identifying work and career goals.
- Manage youth programs, conduct HR orientation for new youth entering the program, ensure all HR documents are correctly filled out, mentor’s youth through the youth program to ensure that they meet the initial goal, employment or school.
- Identifying a job that provides experience leading to a better job to meet the customer’s financial goals. Identifying jobs using the customer’s skills that will meet the customer's financial requirements. Maintains close contact with customers to help them through each step toward their goals.
Case Manager
BCFS Health and Human Service
Houston, TX
06.2019 - 02.2021
- Determine and proceed with the documentation to reunify youth with sponsors. Complete and submit reunification packets to ORR.
- Conduct initial intake interviews for youth and clients.
- Work in a fast-paced environment, managing all cases for unaccompanied children in the facility and coordinating meetings to do follow up on all cases weekly.
- Initiate, coordinate, and maintain direct contact with unaccompanied child refugees and their family members while the minor is in ORR care, while efficiently working to safely release the minor from client care and reunify the child with its family.
- In conjunction with program staff, communicate reunification updates to the minor.
- Participate in case staffing with the program and field as needed to discuss reunification progress.
- Facilitate the timely release or discharge of minors to identified family members or authorized caregiver/custodians and document the provision of services in each minor’s case file.
- Report significant incidents in accordance with client policies and procedures.
- Maintain the minor’s case file and case management portal in accordance with client policies and procedures.
- Conduct initial program intake of minors to verify information, identify family/sponsors and make initial contact.
- Act as the facilitator of communication between minors, sponsors, staff, and others as appropriate.
- Complete all assessments with minor and family/sponsors, in accordance with policies and procedures.
- Identify and process potential sponsors.
- Help sponsor to complete all required forms and submit documentation.
- Maintain communication with the minor and their family/sponsors through meetings and phone calls.
- Refer minor for additional services or programs, as needed, within the current program and after release.
- Confirm the children are receiving all required services, meeting regularly with the minors to ensure their wellbeing.
- Attend all case staffing discussions, training, and other meetings as part of the minor’s care team, providing status updates and collaborating with other stakeholders.
- Worked under ORR with immigrant unaccompanied children.
- Hire, train, mentor, and discipline employees as needed with the organization.
Case Manager
Southwest Key Programs
Houston, TX
05.2016 - 03.2019
- Initiate, coordinate, and maintain direct contact with unaccompanied child refugees and their family members while the minor is in ORR care, while efficiently working to safely release the minor from client care and reunify the child with its family.
- In conjunction with program staff, communicate reunification updates to the minor.
- Participate in case staffing with the program and field as needed to discuss reunification progress.
- Facilitate the timely release or discharge of minors to identified family members or authorized caregiver/custodians and document the provision of services in each minor’s case file.
- Report significant incidents in accordance with client policies and procedures.
- Maintain the minor’s case file and case management portal in accordance with client policies and procedures.
- Conduct initial program intake of minors to verify information, identify family/sponsors and make initial contact.
- Act as the facilitator of communication between minors, sponsors, staff, and others as appropriate.
- Complete all assessments with minor and family/sponsors, in accordance with policies and procedures.
- Identify and process potential sponsors.
- Help sponsor to complete all required forms and submit documentation.
- Maintain communication with the minor and their family/sponsors through meetings and phone calls.
- Refer minor for additional services or programs, as needed, within the current program and after release.
- Confirm the children are receiving all required services, meeting regularly with the minors to ensure their wellbeing.
- Attend all case staffing discussions, training, and other meetings as part of the minor’s care team, providing status updates and collaborating with other stakeholders.
- Worked under ORR with immigrant unaccompanied children.
- Hire, train, mentor, and discipline employees as needed with the organization.
International Sales/ Assistant Manager
STS Products, Inc
Houston, TX
06.2014 - 06.2015
- Maintain physical/ web - based files.
- Translate articles, marketing, and advertisement articles from English to French or Spanish. Also served as an interpreter during major business meetings and discussions with clients.
- Processed invoice and payments on services rendered to the customer.
International Sales/ Assistant Manager
Sunshine Overseas
Miami, FL
02.2013 - 04.2014
- Provided exceptional level of customer service to achieve company goals.
- Acted as a representative for the Islands in Caribbean’s, coordinating all aspects of purchasing, sales, inventory, and shipments, in addition the execution of marketing plans.
- Processed invoice and payments on services rendered to the customer.
Election Support Specialist
Miami - Dade County Elections
Miami, FL
08.2012 - 12.2012
- Ensured customers received accurate information about any concerns.
- Supported day-to-day activities needed for organization to be successful.
- Reviewed reports to check for accuracy with data collection and customer information.
Tutor - Math and ESE Teacher
The Thinking Child Academy
Miami, FL
02.2010 - 06.2012
- Establish and enforce rules for behavior and procedures for maintaining order among the students.
- Adapt teaching methods and instructional materials to meet students’ varying needs and interests.
- Prepare students for later grades by encouraging them to explore learning opportunities and to preserve challenging tasks.
French-Spanish Teacher & Tutor
French Institute of Coral Gables
Coral Gables, FL
02.2007 - 08.2010
- Adapt teaching methods and instructional materials to meet students’ varying needs and interests.
- Prepare students for later grades by encouraging them to explore learning opportunities and to preserve challenging tasks.
- Create personalized activities for each student.
Education
Bachelors - Business Administration, Finance, Globalization, Metropolitan
University Caracas
Venezuela02.2005
Masters - Psychological Intervention in Development and Education
Universidad Europea Del Atlántico
Spain12-2028
Skills
- Trilingual (Spanish, English, French)
- Effective and clear communication: Active listening - Verbal and written communication
- Critical thinking and Problem-solving
- Data entry and analysis
- Case documentation: documentation and reporting
- MS office
- Detail Oriented
- Driven, team Player, Emotional awareness and Positive attitude
- Proactive and observant
- Ethical practice - HIPPA
- Client relationship management
Certification
Adult and Pediatric First Aid/ CPR/ AED Exp 8/2026
Languages
Spanish
Native or Bilingual
French
Native or Bilingual
English
Full Professional
Timeline
Government Site Specialist
The GEO Group
07.2025 - Current
Case Manager
Arrow Child & Family Ministries
11.2021 - 05.2024
Case Manager
Workforce Solutions
02.2021 - 11.2021
Case Manager
BCFS Health and Human Service
06.2019 - 02.2021
Case Manager
Southwest Key Programs
05.2016 - 03.2019
International Sales/ Assistant Manager
STS Products, Inc
06.2014 - 06.2015
International Sales/ Assistant Manager
Sunshine Overseas
02.2013 - 04.2014
Election Support Specialist
Miami - Dade County Elections
08.2012 - 12.2012
Tutor - Math and ESE Teacher
The Thinking Child Academy
02.2010 - 06.2012
French-Spanish Teacher & Tutor
French Institute of Coral Gables
02.2007 - 08.2010
Bachelors - Business Administration, Finance, Globalization, Metropolitan
University Caracas
Masters - Psychological Intervention in Development and Education
Universidad Europea Del Atlántico