Jocelyn Retana
Glen Allen,VA
Summary
Accomplished Outreach/Intake Specialist at U.S. VETS, adept in intake assessment and compassionate communication, significantly increased client satisfaction and community engagement. Expert in records maintenance and case management, I leveraged critical thinking and marketing skills to foster long-lasting relationships and streamline client support processes.
Overview
5
5
years of professional experience
Work History
Outreach/ Intake Specialist
U.S. VETS
08.2023 - Current
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Completed intake assessment forms and filed clients' charts.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Maintained accurate, up-to-date client records for reliable reference and communications.
- Supported team members through collaborative problem-solving, leading to enhanced productivity and overall workplace morale.
- Facilitated smooth transitions between different departments by effectively communicating relevant client information at each stage of their journey within the organization.
- Increased community engagement by implementing targeted outreach strategies and regularly participating in relevant events.
- Networked across Location to build new connections and make initial contacts with prospects.
- Developed successful partnerships with local organizations for mutually beneficial collaboration and resource sharing.
- Increased referrals by calling on target groups, organizations and professionals.
- Improved overall client satisfaction with timely follow-ups, diligent communication, and attentive problem-solving skills.
- Created marketing materials, including brochures, flyers, and social media content to increase program visibility within the community.
- Delivered presentations to interested groups and answered wide-ranging questions about available offerings.
- Managed a caseload of clients, providing personalized support and guidance throughout their journey to access vital resources.
- Built trust with clients by consistently following up on progress and offering additional support when needed, fostering long-lasting relationships.
Family Support Specialist
Family Lifeline
06.2019 - 08.2023
- Reported child abuse in accordance with legal standards of mandatory reporters.
- Visited home environments to help clients develop comprehensive life, technical, and job skills.
- Monitored progress and documented patient health status changes to keep care team updated.
- Introduced students to concepts in algebra and reading to encourage recall of educational content.
- Planned, promoted and managed parent workshops on assisting children in attaining academic success.
- Facilitated groups to address specific needs such as grief and loss, anger management and social skills.
- Lead individualized and group counseling sessions with children and families.
- Documented data and completed accurate updates to case records.
- Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioral needs.
- Worked with educational team to develop Individual Education Plans (IEPs) for students.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
- Completed comprehensive assessments of families to identify needs and develop treatment plans.
- Collaborated with school personnel, parents and mental health providers to maintain comprehensive and integrated approach to student services.
Teacher Aide
Petersburg Public Schools
01.2020 - 06.2021
- Planned and implemented integrated lessons to meet national standards.
- Graded and evaluated student assignments, papers, and course work.
- Advised and counseled students to help them develop skills and knowledge required to succeed.
- Boosted cultural awareness by incorporating children's literature from world cultures.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Helped students explore concepts with engaging, learning-focused activities.
- Created lessons and online testing materials to facilitate remote learning.
- Fostered student curiosity and interest through creative hands-on activities.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Completed student progress reports mid-term to notify students and parents of strengths and areas of improvement.
Education
Richard Bland College
Petersburg, VASkills
- Intake Assessment
- Claims Processing
- Application assessments
- Eligibility review
- Records Maintenance
- Case Management
- Group and individual instruction
- Compassionate communication
- Records Management
- Progress Reporting
- Critical Thinking Skills
- Data Entry
- Research and analysis
- Scheduling appointments
- Insurance Verification
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Outreach/ Intake Specialist
U.S. VETS
08.2023 - Current
Teacher Aide
Petersburg Public Schools
01.2020 - 06.2021
Family Support Specialist
Family Lifeline
06.2019 - 08.2023
Richard Bland College
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