Kasha Griva

• Develop, implement, and enforce a Stormwater Management Program designed to reduce the discharge of pollutants through stormwater.
• Ensure compliance with the Borough's National Pollutant Discharge Elimination System (NPDES) Permit, Pollutant Reduction Plan (PRP), Total Daily Maximum Load (TMDL) requirements; perform duties in accordance with local/ state/ federal guidelines.
• Participate in the development and implementation of program goals, objectives, policies, procedures, and priorities; analyze requirements and prepare policy recommendations pertaining to stormwater regulations and projects. Make necessary changes in procedures to meet regulatory requirements. Assist in preparation of new stormwater ordinances and amendments, and perform public outreach.
• Develop procedures and programs to achieve compliance with 6 Minimum Control Measures regulated by Borough Permit, including Public Outreach and Education and Public Participation and Involvement.
• Promote environmental sustainability through implementation of green infrastructure projects and energy conservation initiatives.
• Identify funding and grant opportunities to enhance stormwater practices or fulfill permit requirements; work diligently to secure grant funding for various stormwater-related community projects and initiatives. Document and fulfill all requirements for lifecycle of grant.
• Analyze costs, review prior year budgets, work with staff and engineering firm to determine anticipated vendor contracts/ labor/ fuel/ repairs/ equipment/ large project/ program funding needs, monthly, annually, and long term. Prepare annual budget and work with Council to modify as requested.
• Purchase and procure items for MS4 budget based on grant funding, Borough budget, or approved alternative funding sources; provide receipts & documentation; allocate to appropriate account/ department/ line item/ vendor code, etc.
• Craft customized presentations and MS4 / Stormwater public outreach and educational materials for staff members, businesses, residents, community groups, government, professional, and non-profit organizations, educational facilities, Borough website, newsletter, social media posts, outreach events, and training demonstrations for adults in all fields and children of all ages regarding stormwater quality and quantity mitigation and regulations.
• Project WET/ Project Wild/ Aquatic Wild Environmental Educator; perform hands-on demonstrations at schools, speak at various public engagements, and provide educational table and materials at festivals and community events.
• Host stormwater-related community events; provide beginning to end planning. Work with vendors, contractors, staff, media, government entities, educational facilities, non-profit organizations, businesses, volunteer groups, etc. to coordinate, plan, and execute events successfully.
• Write press releases and public service announcements for media outlets; document stormwater practices in the Borough to educate residents.
• Demonstrate stormwater infrastructure and Best Management Practices to (BMPs) non-profit, educational, governmental, and professional organizations as requested.
• Track and compile all data, education, and activities required for all annual and periodic state and federal reporting.
• Attend workshops, forums, conferences, trainings, and professional development opportunities to keep abreast of rapid change in the field and gain support for stormwater projects in our Borough.
• Inspect Construction site and Post-Construction site MS4 Infrastructure, Outfalls, Outlook Points, and BMPs to determine erosion & sediment control measures, structural integrity, maintenance needs, and / or performance. Document findings and follow up as needed.
• Respond to Illicit Discharge reports; investigate; document occurrences; coordinate follow up activities with other agencies/ staff/ contractors for necessary assistance in clean up or corrective action. Compose Notice Of Violations as needed, educate violators, and work towards compliance.
• Investigate Illicit Discharge reports on behalf on PA DEP when requested.
• Monitor during and after precipitation events and during dry conditions to observe flow of stormwater, determine infiltration, and visually inspect performance and condition of streets, infrastructure, and BMPs throughout Borough, including drain boxes, inlets, outfalls, tributaries, vegetated swales, and bioretention areas.
• Identify areas of potential pollutant discharge/ flooding/ erosion/ malfunction; work with appropriate parties to create remediation plan or recommend for long-term planning opportunities.
• Make recommendations for future projects based on performance.
• Secure necessary easements or modifications of existing easements for any MS4-related projects.

• Perform legislative duties and vote in the best interest of the constituents; attend local events to support community members; listen to suggestions or complaints and create solutions to resolve local issues.
• Ensure all actions are compliant with federal, state, and local laws governing elected officials.
• Act with borough staff to plan workload, create and maintain budgets, and formulate ordinances.
• Serve on Capital Region Council of Governments (alternate), West Shore Bureau of Fire Commission, Lemoyne Streets Committee, Lemoyne Community Development Committee, and chair Lemoyne Stormwater Committee and Lemoyne Comprehensive Recreation, Parks, and Open Space Committee.
• Build relationships with constituents, developers, business owners, non-profits, local/state/national elected officials, and government organizations to collaborate, negotiate, or gain support for projects.
• Monitored the implementation of policies and ordinances, providing oversight to ensure their effectiveness in meeting community goals.
• Facilitated constructive dialogue between diverse groups of residents, fostering an inclusive community atmosphere.
• Collaborated with fellow council members to create a shared vision for the Borough's future growth and prosperity.
• Championed transparency in governance through proactive communication of council actions and decisions to constituents.
• Alerted constituents of government actions and programs by way of newsletters, personal appearances at town meetings and individual meetings.
• Developed and strengthened political partnerships to further agendas.
• Used public gatherings, community events and direct relations to keep constituents happy and informed.
• Enhanced quality of life in the community by supporting arts, culture, recreational programs, and public spaces improvements.
• Partnered with engineer, borough staff, business owners, and residents to create, modify, and implement Lemoyne’s first Stormwater Assessment Fee.
• Attended MS4 Conferences, roundtables, and water quality trainings through PSAB, CAPCOG, PSATS, Center for Water Quality Excellence, Cumberland County Conservation District, Alliance for the Bay, Penn State Extension, etc. on behalf of Lemoyne Borough throughout each year.
• Created and demonstrated presentations about Lemoyne’s MS4 Infrastructure, Stormwater Fees, Green Infrastructure Solutions, etc. for conferences hosted by EPA, DEP, Alliance for the Bay, Seeking Stormwater Solutions and LGAC Chesapeake Bay Collaboratives, and Environmental Finance Center.
• Represented Lemoyne Borough and other local municipalities in annual Local Government Action Committee MS4 Conferences hosted by Alliance for the Bay. Feedback is given directly to Governor of Pennsylvania.
• Interviewed for PSAB Magazine regarding Lemoyne’s Stormwater BMPs and participation in Stormwater Collaborative.
• Interviewed for the Patriot News Sunday Edition and PennLive regarding the need for stormwater improvements and the the process of implementing Lemoyne Borough’s Stormwater Assessment Fee.
• Selected out of 2,560 municipalities to participate in the Alliance for the Bay’s first 2-day “Wandering PA Waterways” stormwater tour.

• Work for one of the largest and most comprehensive international providers of human and community services to support and empower children in the quest to engage each individual and advance the human spirit.
• Perform one-on-one mental health services, including daily individualized behavioral therapy, in home, school, and other environments for children (clients) diagnosed with Autism and other disorders associated with developmental delays, sensory processing disorders, and brain trauma.
• Exercise Applied Behavior Analysis, Verbal Behavior Therapy, and Developmental Social-Pragmatic methodologies to encourage development of age- and developmentally-appropriate skills and improve communication, motor skills, social growth, and behavior of clients.
• Execute interventions detailed in individual treatment plan.
• Support parents and teachers by providing therapeutic structure and limits for child by modeling appropriate behavioral interventions.
• Write detailed daily summaries portraying behavioral progress or regressions, including interventions.
• Work collaboratively with parents, teachers, speech/ occupational/ physical/ behavioral therapists and clinical manager to ensure service plan is appropriate and meets needs of child.
• Significant aspects of position include understanding and conveying needs/ expectations/ limitations of every client, anticipating triggers, managing transitions, providing a method of communication for nonverbal and/or low-functioning clients, conceptualizing therapeutic activities, and innovating reward systems meaningful to each client. Observe and evaluate each client, providing written documentation and details regarding progress or setbacks in treatment daily. Modify therapeutic methods as needed to sustain progress with client. Recommend appropriate assistive technologies, environmental changes, and additional therapies to help client succeed with current and future goals. Train parents and teachers to provide consistent environment across all settings for client.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Self-motivated, with a strong sense of personal responsibility.

• Work for a premier international banking institution providing “legendary” customer service to each and every customer while consistently exceeding performance objectives.
• Utilize interpersonal, organization, and verbal communication skills to solve customers’ problems, act as a liaison between customers and multiple departments within the institution, perform account transactions, educate customers about bank products and services as well as federal banking regulations, and provide customers with account information.
• Exceptional customer service skills with outstanding approach to problem solving.
• Proven ability to perform in unpredictable, fast-paced environment.
• Presented products and services to customers using in-depth knowledge to answer questions.
• Handled various accounting transactions.
• Assisted customers with banking needs and inquiries.
• Processed wide variety of retail banking transactions for personal and commercial customers.
• Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
• Trained new hires on customer service policies and procedures.

Program Director:

• Work for an internationally renowned data solutions company managing all aspects of inbound and outbound call center sales verification program, including operations, finance, and contract; identify and pursue additional business opportunities with clients.
• Act as primary contact for AT&T executive/ VIP clients and external vendors; travel with AT&T clients to multiple sites throughout U.S. and Canada; entertain clients as needed; proactively communicate positive and negative information directly to clients.
• Coordinate internal teams (e.g. Supervisors, Human Resources, Training, Systems Integration) to resolve potential issues and promote open communication to exceed client direct measures of quality.
• Established strong partnerships with internal and external stakeholders for collaborative problem solving.
• Staff over 700 representatives to support 12 languages in Arizona, Pennsylvania, and Nova Scotia with 24-hour support for client. Personally on-call 24/7 also to resolve all potential crisis situations.
• Facilitate all phases of project life cycle, from needs assessment to implementation, daily usage, and beyond.
• Continually initiate, evaluate, and improve new ideas to reduce costs, increase revenue, and execute procedures more efficiently. Ensure performance targets surpass contractual obligations.
• Perform capacity planning, including call trending and forecasting.
• Perform all internal, vendor, and client-facing financial responsibilities for program: forecast, budget, track and process revenue/ accounts payable and expenditures / accounts receivable, invoicing, etc.
• Standardize and test all internal processes, including documenting and improving process flows.
• Create requirements for all IT system enhancements. Write sales proposals, contracts, and training manuals.
• Spear-headed a cross-functional task force from various internal and external business, technical, and support sectors to develop and implement the first 100% call recording and cataloging platform, enabling our program to meet new legal requirements.
• Traveled to Nova Scotia to start up sales verification call center; work on all aspects of implementation, including hiring, training, testing systems, etc.
• Leveraged costs by sharing seats, equipment, and resources during off-peak hours.
• Exceeded company financial objectives by significantly increasing monthly revenue as a result of offering clients additional business solutions; increased profit margins through implementation and monitoring of process flows; completed documentation and process to become ISO-9001 certified.

Business Analyst:

• Forecast and budget monthly revenue and profit; review profit and loss; create monthly invoices for clients and ensure accounts payable and accounts receivable are paid in a timely fashion.
• Compose original sales proposals and Request for Proposals to attract additional business.
• Write contracts and contract extensions to increase business with existing clients.
• Document, monitor, and track program performance; analyze program data to predict trends; exercise creative problem resolution skills by suggesting improvements to technical design or establishing new procedures.
• Selected to travel to Colorado with Vice President of EDS to present my original sales proposal to potential national clients.

Supervisor/ Back-Up Manager:

• Manage daily operations of 150 inbound agents and 6 supervisors for inbound sales verification program and inbound/outbound sales and customer service programs.
• Collaborate with clients and program director to discuss forecasts and actual call volume to ensure proper staffing.
• Motivate, mentor, coach, and develop agents and supervisors to ensure site exceeds client goals; monitor and track employee performance, productivity, quality, and attendance.
• Evaluated program performance through comprehensive data analysis, driving continuous improvement efforts.
• Provide individual feedback and administer verbal and written warnings, if below performance objectives.
• Administer salary justifications, performance reviews, status reports, and hiring and separating of employees; review and approve time cards to ensure appropriate billing to clients.
• Conduct meetings and training sessions with employees and vendors.
• Identify and develop future leadership for program; conduct behavioral interviews; help employees create and follow career path development plans.
• Handle employee issues with diplomacy, discernment, sensitivity, and confidentiality.
• Selected to travel to Raleigh, North Carolina to start up customer service and sales call center.

Trainer:

• Educate and continually improve the skills of 250 inbound customer service and sales agents; create and implement training manual, written test, and program development plan based on clients’ needs.
• Maintain high quality performance of agents by monitoring and giving agents personal positive reinforcement as well as specific methods of improvement.
• Communicate with clients weekly to ensure continued accuracy of information; update training manuals and test to reflect changes.
• Created & implemented new training program, which raised EDS’s quality rating by client from #3 to #1.

Telemarketing Agent:

• Accept inbound customer service calls from existing customers; make outbound sales calls to potential customers.
• Consistently performed above account average for sales; maintained an average of 96% or high Quality Assurance score; appointed Lead Agent on team due to outstanding performance.
• Created and implemented training classes and materials to help develop billing, customer service, and sales skills of peers.