Jillian Charles
Social Worker
Brooklyn,NY
Summary
Program management professional with proven track record in driving project success and optimizing operations. Skilled in coordinating cross-functional teams, problem-solving, and strategic planning. Strong focus on effective communication and adaptability ensures alignment with organizational goals and dynamic environments. Recognized for reliability and ability to deliver impactful results.
Diligent Interim Director with background in managing program logistics and facilitating cross-functional team collaboration. Adept at streamlining processes and enhancing project outcomes through strategic planning. Demonstrated proficiency in stakeholder communication and resource management. Results-driven management professional with proven track record of leading successful programs and initiatives. Known for fostering collaboration and achieving impactful outcomes. Reliable and adaptable, skilled in strategic planning and team leadership. Talented Program Director skilled in handling administrative, operational and outreach program functions. Wears many hats to accomplish dynamic objectives. Ready to apply 18 years of experience to new professional challenges with growth-oriented organization.
Overview
18
18
years of professional experience
Work History
Assistant Program Manager
CAMBA
12.2023 - Current
- Provide administrative and operational support to program leadership, helping coordinate multiple program components to ensure timely and effective service delivery
- Support the case management team by offering clinical and procedural guidance, ensuring adherence to best practices and compliance standards
- Collaborate with internal departments and external stakeholders to streamline service delivery and improve outcomes for families and individuals in crisis
- Monitor program performance, track deliverables, and assist in ensuring goals align with contract requirements and agency objectives
- Identify operational gaps or barriers to client success and propose evidence-based solutions to promote service improvement
- Assist with quality assurance initiatives and compliance with city and state regulations
- Contribute to staff training and professional development by helping facilitate onboarding, team meetings, and reflective supervision
- Analyze and report program data to leadership to support strategic decision-making and resource allocation
- Stayed current on industry trends and best practices, incorporating new ideas into the program to maintain relevance in a competitive market.
- Enhanced team collaboration through regular meetings, clear communication, and ongoing professional development training.
- Monitored programming schedules, conformance to guidelines and quality.
- Identified risks and developed mitigation plans.
- Conducted thorough assessments of potential risks associated with each project stage, developing contingency plans proactively when necessary.
- Implemented data-driven decision-making processes, enhancing overall program effectiveness and results.
Interim Program Director – Resident Safety
Legacy Treatment Services
03.2016 - Current
- Directed program planning and daily operations focused on client and resident safety in a behavioral health and residential care setting
- Conducted needs assessments, established measurable program goals, and led teams in implementing trauma-informed care strategies
- Developed and monitored program budgets, ensuring financial accountability and alignment with agency objectives
- Facilitated psychoeducational groups, skills-building workshops, and therapeutic interventions to support client development
- Guided staff through program transitions, implementing innovative solutions to enhance service quality and improve client outcomes
- Promoted community engagement and public awareness of services through outreach and inter-agency collaboration
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Recruited and trained staff and volunteers to upgrade collective team skills.
House Manager
Crossroad HUB Program
12.2021 - 12.2023
- Oversaw day-to-day operations of a residential program supporting vulnerable youth and adults, ensuring safety, structure, and therapeutic support
- Supervised and coordinated residential staff, conducted performance evaluations, and provided ongoing coaching and training
- Managed household budgets, inventory control, and procurement of supplies, ensuring efficient use of resources
- Ensured compliance with safety standards, facility regulations, and licensing requirements through regular inspections and documentation
- Organized and executed special events and family engagement activities, promoting a supportive and inclusive environment
Residential Supervisor
Oaks Integrated Care
07.2021 - 10.2022
- Supervised residential staff in a behavioral health facility, ensuring that care was delivered according to clinical guidelines and state regulations
- Developed individualized care plans for clients based on thorough assessments and interdisciplinary team collaboration
- Facilitated therapeutic activities to support residents’ emotional and social development
- Ensured compliance with licensing requirements through detailed recordkeeping, incident reporting, and internal audits
- Provided crisis intervention and managed behavioral incidents using trauma-informed and de-escalation techniques
- Recognized changes in behavior indicating potential crisis situations and took immediate and appropriate action.
- Handled conflict resolution among residents promptly and professionally, promoting a harmonious living environment for all parties involved.
Housing Specialist
Catholic Charities
01.2020 - 01.2021
- Supported individuals and families experiencing housing instability by identifying appropriate placements and securing housing resources
- Completed needs assessments, verified eligibility, and developed individualized housing plans
- Built and maintained relationships with landlords, housing providers, and service agencies to expand placement options
- Provided clients with education and support in housing rights, financial literacy, and maintaining housing stability
- Coordinated access to wraparound services including employment assistance, substance use treatment, and counseling
- Maintained accurate client documentation and reported outcomes in accordance with funding and compliance guidelines
Residential Manager
ResCare Inc.
02.2013 - 07.2020
- Led operations of a residential care facility serving individuals with intellectual and developmental disabilities
- Supervised direct support staff, managed shift scheduling, and facilitated team training in person-centered care
- Conducted intake assessments, developed care plans, and coordinated interdisciplinary services
- Oversaw health and safety protocols, conducted facility inspections, and resolved maintenance and staffing issues promptly
- Monitored resident progress and communicated with families and case workers to ensure continuity of care
- Organized recreational and life skills programming to support client independence and well-being
- Oversaw daily operations within the facility, ensuring that all tasks were completed accurately and on time.
- Coordinated staff schedules efficiently, ensuring adequate coverage for all shifts while minimizing overtime expenses.
MDS Assistant
River Manor Rehabilitation & Nursing Center
01.2011 - 01.2013
- Assisted with the preparation and submission of Minimum Data Set (MDS) assessments to ensure compliance with Medicare/Medicaid regulations
- Collaborated with interdisciplinary teams to gather clinical data for timely and accurate MDS documentation
- Entered assessment data into electronic health records and verified documentation for quality assurance
- Helped maintain compliance through audit preparation, documentation review, and coordination with care teams
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Greeted guests in with friendliness and professionalism.
Case Manager
Help Women’s Center
01.2008 - 01.2011
- Managed a caseload of women and families, developing individualized service plans focused on housing, employment, and family stabilization
- Conducted comprehensive needs assessments and facilitated access to a range of community resources
- Advocated on behalf of clients with service providers, legal systems, and housing authorities
- Provided counseling, crisis support, and life skills coaching to promote client empowerment and self-sufficiency
- Maintained detailed case notes and progress reports, ensuring compliance with organizational and funding guidelines
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
Education
Master of Social Work - Social Work
Capella University
Minneapolis, MN09.2023
Bachelor of Arts - Psychology
The College of New Rochelle
Brooklyn, NY06.2007
High School Diploma - undefined
Sarah J. Hale High School
Brooklyn, NY06.1985
Skills
- Meeting facilitation
- Project documentation
- Scope definition
- Scheduling expertise
- Attention to detail
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Problem-solving abilities
- Multitasking Abilities
- Self motivation
- Professionalism
Accomplishments
- Achieved Audit by completing chart reviews with accuracy and efficiency.
- Supervised team of 7 staff members.
- Documented and resolved case conferences which led to working with clients.
- · Trained in the Natured Heart Approach
- Achieved de-escalation through effectively helping with decreasing behaviors with adolescents.
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Assistant Program Manager
CAMBA
12.2023 - Current
House Manager
Crossroad HUB Program
12.2021 - 12.2023
Residential Supervisor
Oaks Integrated Care
07.2021 - 10.2022
Housing Specialist
Catholic Charities
01.2020 - 01.2021
Interim Program Director – Resident Safety
Legacy Treatment Services
03.2016 - Current
Residential Manager
ResCare Inc.
02.2013 - 07.2020
MDS Assistant
River Manor Rehabilitation & Nursing Center
01.2011 - 01.2013
Case Manager
Help Women’s Center
01.2008 - 01.2011
High School Diploma - undefined
Sarah J. Hale High School
Master of Social Work - Social Work
Capella University
Bachelor of Arts - Psychology
The College of New Rochelle
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