Kara Thomas
Florence,MT
Summary
Experienced Field Operations Manager with a strong background in staff supervision, workflow planning, and compliance support across Montana DPHHS programs. Skilled in decision-making, conflict resolution, and improving office efficiency.
Overview
14
14
years of professional experience
Work History
Field Operation Manager
State of Montana DPHHS
Missoula, mt
09.2016 - Current
- Directed field office operations for Montana DPHHS service programs.
- Evaluated operational performance of field employees and delivered targeted feedback for improvement.
- Developed strategies to enhance customer service experience in the field.
- Resolved customer complaints related to field operations to improve service quality.
- Coordinated staff schedules and workload assignments to optimize daily workflow efficiency.
- Supported staff schedule planning, workload distribution, and daily workflow priorities.
- Applied best practices to improve overall operational efficiency.
- Prepared status reports for leadership and agency stakeholders.
- Assisted with compliance reviews for state and federal program standards.
- Worked with managers to assess needs and build program plans.
- Provided training on DPHHS policies, procedures, and case requirements.
- Organized training sessions for new hires to prepare staff for role duties.
- Recruited and hired new staff to fill open positions.
- Directly supervised front desk staff to ensure a positive initial point of contact with the public.
Client Service Supervisor
DPHHS State of Montana
Missoula, MT
07.2012 - 08.2016
- Supervised client services staff within Montana DPHHS.
- Trained staff on department policies, service standards, and confidentiality requirements.
- Coordinated daily workload across benefit intake, case maintenance and reviews.
- Reviewed cases for accuracy and compliance with state guidelines, enhancing overall service quality.
- Resolved client concerns using clear communication and respectful service practices.
- Monitored team performance and realigned assignments to optimize office operations.
- Guided staff through difficult eligibility questions and service delivery issues.
- Collaborated with program leaders to improve client service procedures and workflow.
Education
Bachelor of Arts - Social Work
The University of Montana
Missoula, MT05-1999
Skills
- Program administration
- Staff scheduling
- Workflow planning
- Operational efficiency
- Team supervision
- Staff management
- Reporting systems
- Conflict resolution
- Decision analysis
- Critical thinking
- Detail oriented
- Clear communication
- Adaptability and flexibility
- Workplace ethics
Timeline
Field Operation Manager
State of Montana DPHHS
09.2016 - Current
Client Service Supervisor
DPHHS State of Montana
07.2012 - 08.2016
Bachelor of Arts - Social Work
The University of Montana