Julie Nergenah
Jacksonville,IL
Summary
Public Service Administrator with expertise in program management and compliance assessment. Demonstrated ability in service coordination, training development, and team leadership. Focused on improving public service delivery through strategic initiatives and collaborative efforts.
Overview
39
39
years of professional experience
Work History
Public Service Administrator
State of Illinois-Department of Human Services
Springfield, IL
08.2007 - Current
- Managed public assistance programs and ensured compliance with state regulations.
- Coordinated services for vulnerable populations through effective communication and outreach.
- Developed training materials for staff on policy updates and procedural changes.
- Collaborated with community organizations to enhance service delivery and resource access.
- Assessed client needs and provided appropriate referrals to support services.
- Facilitated workshops to educate the public on available programs and resources.
- Supervised team activities to improve workflow and promote a positive work environment.
- Organized meetings, conferences, and special events for public service departments.
- Supervised employees and provided onsite training and continuing education to staff.
- Maintained accurate records of all departmental activities and financial transactions.
- Coordinated with other government agencies to ensure efficient delivery of services.
- Researched best practices for delivering quality public services.
- Facilitated communication between different levels of government employees.
- Provided administrative support to public service programs and personnel.
- Ensured compliance with relevant laws and regulations related to public service operations.
- Conducted performance reviews for staff members associated with public service operations.
- Prepared reports on the progress of public service initiatives.
- Assisted in developing and implementing policies related to public service operations.
- Supervised staff members engaged in providing services to citizens.
- Participated in training sessions regarding changes in policies or procedures.
- Designed promotional materials highlighting the benefits of using public services offered by the department.
- Consulted with staff on resolution of complex service issues.
- Recruited, interviewed, and hired volunteers and staff.
- Prepared and maintained budgets, personnel records or training manuals.
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
- Determined organizational policies regarding program eligibility, requirements and benefits.
- Implemented and evaluated staff, volunteer or training programs.
Quality Control Reviewer
State of Illinois
Springfield, IL
01.2007 - 08.2007
- Reviewed quality control documents for compliance with state regulations.
- Conducted audits of processes to ensure adherence to quality standards.
- Analyzed data from inspections to support decision-making processes.
- Prepared detailed reports on quality findings and recommendations for management.
- Advised management on potential risks associated with non-compliant products or services.
- Analyzed quality control processes to identify areas for improvement.
- Documented test results in accordance with company guidelines and regulations.
- Provided technical support related to quality assurance activities as needed.
- Collaborated with other departments within the organization to resolve quality-related issues quickly and efficiently.
- Interpreted customer requirements and specifications when conducting inspections.
- Investigated customer complaints related to product quality and reported findings accordingly.
- Ensured that all necessary certifications were obtained prior to releasing any parts or components into production.
- Coordinated efforts between engineering teams, suppliers and manufacturers regarding product design changes or revisions.
- Performed detailed reviews of documents, data and reports to ensure accuracy and completeness.
- Maintained quality assurance procedure documentation.
- Notified supervisors or other relevant personnel of test or production issues.
- Marked materials with grade or acceptance status.
- Learned new testing methods through continued education and research.
- Selected samples for use as test models.
- Produced official reports of findings to meet regulatory standards and assist senior leadership with improving operations.
- Noted changes during testing in project documentation.
Human Services Caseworker
State of Illinois
Jacksonville, IL
04.1997 - 12.2006
- Assessed client needs through interviews and consultations.
- Developed and implemented individualized service plans for clients.
- Coordinated with community resources to provide necessary support services.
- Monitored client progress and adjusted service plans as needed.
- Maintained accurate case records and documentation in databases.
- Provided crisis intervention and conflict resolution for clients in distress.
- Discussed rights and responsibilities associated with public assistance with applicants.
- Processed benefit computations and under or overpayment adjustments.
- Obtained income, asset and financial information to determine program eligibility.
- Completed accurate legible documentation for client profile as outlined by policy, reports and observations.
- Interviewed applicants to verify information eligibility for public assistance.
- Analyzed numerical and narrative data from automated system to interpret eligibility determinations.
- Attended meetings and participated in staff development training activities.
- Prepared documents necessary to initiate, continue and modify public assistance.
- Contacted applicants to discuss discrepancies and referred questionable cases to department for follow-up.
- Conducted assessments of family strengths, needs and barriers.
- Served as a liaison between clients and external organizations when necessary.
- Maintained accurate records of all client interactions and progress towards goals.
- Provided case management services to clients, including assessing client needs and developing individualized service plans.
- Educated family members on strategies for providing effective support for their loved ones.
- Responded promptly and appropriately to inquiries from internal, external stakeholders regarding caseworker duties, responsibilities.
- Researched available financial assistance programs for clients who qualify for additional benefits or services.
- Attended trainings related to human services best practices in order to stay up-to-date on relevant information.
- Provided counseling services to individuals and families in crisis situations.
- Maintained confidentiality standards according to agency policies and procedures.
- Coordinated referrals between various agencies when necessary.
- Developed and maintained positive relationships with clients, families, and community partners.
- Advised clients on how to access community resources such as employment opportunities, housing assistance, legal aid.
- Assisted with the development of resources for clients in order to help them achieve their goals.
- Provided crisis intervention support for clients experiencing emergency situations.
- Used active listening skills and supportive diction to cultivate client rapport and open communication.
- Evaluated and addressed individual client needs and concerns.
- Maintained and developed community relationships to support various client referrals.
- Assessed clients for neglect and abusive situations to compile documentation for court hearings and reports.
- Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.
Public Aid Eligibility Assistant
State of Illinois
Jacksonville, IL
05.1995 - 04.1997
- Processed applications for public assistance programs efficiently.
- Reviewed client documentation for eligibility compliance and accuracy.
- Assisted clients in understanding program requirements and application procedures.
- Maintained up-to-date knowledge of state policies and regulations.
- Coordinated with social service agencies to gather necessary information.
- Trained new staff on application processing and eligibility guidelines.
- Utilized state databases to verify client information and program eligibility.
- Maintained accurate records of client information and documentation.
- Attended meetings and trainings as required by the agency or program regulations.
- Assisted clients with completing application forms, gathering necessary documents and submitting paperwork.
- Responded promptly to inquiries from clients regarding their eligibility status.
- Generated letters notifying clients of their approved or denied status.
- Performed quality control reviews of eligibility decisions made by others.
- Provided customer service to clients seeking assistance with their eligibility requirements.
- Reviewed and processed applications for eligibility of services.
- Conducted interviews with applicants to determine eligibility status according to program guidelines.
- Verified accuracy of data entered in the system.
- Collaborated with other departments to ensure timely processing of requests for services.
- Answered phone calls from clients or other agencies regarding eligibility issues.
- Reviewed applications to verify client information and resolve discrepancies.
- Explained reasons behind application denials and recommended further action.
- Entered client information and files into databases for further review and tracking.
- Managed intake of new claims and performed routine follow-ups.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Gathered financial information from clients regarding income, assets and debts.
- Contacted client references and employers to determine legitimacy of applicant information.
- Maintained positive working relationship with fellow staff and management.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Conducted interviews with applicants, explaining benefits process, and which programs were available.
- Answered questions and responded to inquiries to deliver high level of service to patients.
Office Assistant
State of Illinois
Jacksonville, IL
04.1989 - 05.1995
- Managed office supply inventory and ensured timely replenishment.
- Coordinated scheduling and maintained calendars for team members.
- Handled incoming calls and directed inquiries to appropriate staff.
- Supported onboarding processes by preparing new employee materials.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Maintained an organized filing system of paper documents and electronic files.
- Performed data entry tasks into various computer systems accurately and efficiently.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Answered phone calls and directed them to appropriate personnel.
- Maintained confidentiality of sensitive information and documents.
- Answered and directed phone calls to appropriate staff members.
- Assisted in onboarding new employees by providing orientation materials and training resources.
- Handled incoming and outgoing mail and packages, including preparation for shipping.
- Utilized office equipment such as printers, copiers, and fax machines efficiently.
- Provided customer service, addressing inquiries and resolving issues promptly.
- Copied, sorted and filed records of office activities and business transactions.
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Computed, recorded and proofread data or reports.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
- Opened, sorted and routed incoming mail and prepared outgoing mail.
- Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
Associate Bank Teller
Morgan County Community Bank
Jacksonville, IL
04.1987 - 05.1989
- Processed customer transactions with accuracy and attention to detail.
- Maintained cash drawer and ensured proper cash handling procedures.
- Assisted customers with account inquiries and provided product information.
- Managed customer complaints professionally and resolved issues effectively.
- Conducted regular audits of cash drawer for compliance and security measures.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Performed cash handling duties including counting currency, coins and checks.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Maintained confidentiality of bank records, transactions and customer information.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Balanced teller drawers regularly throughout the day according to established procedures.
- Explained bank services, financial products and applicable fees to customers.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Entered transactions into computer and issued customer receipts.
- Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
- Responded and assisted customers with account inquiries and updates.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Reconciled cash and checks against computer records at end of shift.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Researched customer inquires regarding their accounts using internal banking systems.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Took on additional shifts during busy periods to minimize staffing shortages.
- Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
- Prepared reports on transaction activity for management review.
- Maintained accurate records of all financial transactions.
- Built and maintained client relationships through quality, personalized interactions.
- Maintained confidentiality of bank records and client information.
- Delivered exceptional service to customers in person or over telephone.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Trained employees on cash drawer operation.
- Directed specific questions to appropriate branch personnel.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Identified transaction errors when debits and credits did not balance.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Prepared official checks for customer and internal bank needs.
- Verified amounts and integrity of every check or funds transfer.
- Transmitted orders to supply cash to meet daily needs.
- Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
Education
High School Diploma -
Illinois College
Jacksonville, ILSkills
- Program management and evaluation
- Compliance assessment
- Service coordination
- Conflict resolution
- Training and staff development
- Performance evaluation
- Team leadership and collaboration
- Organizational leadership
- Time management
Timeline
Public Service Administrator
State of Illinois-Department of Human Services
08.2007 - Current
Quality Control Reviewer
State of Illinois
01.2007 - 08.2007
Human Services Caseworker
State of Illinois
04.1997 - 12.2006
Public Aid Eligibility Assistant
State of Illinois
05.1995 - 04.1997
Office Assistant
State of Illinois
04.1989 - 05.1995
Associate Bank Teller
Morgan County Community Bank
04.1987 - 05.1989
High School Diploma -
Illinois College