Katherine E. Putz

• Train and provide specialized orientation to departmental staff, document their progress, and provide leadership, team development, and case consultation.
• Review staff work, respond to quality control reviews, and evaluate designated programs, policies, and procedures to enhance operations.
• Analyze, research, and interpret county, state, and federal policy and law to ensure program compliance and guide determinations.
• Mentor and develop staff, participate in hiring, and assist the supervisor in day-to-day management of work.

• Conduct interviews to assess individuals' needs, determine eligibility for public assistance programs, and refer them to appropriate governmental or community resources.
• Determine ongoing and initial eligibility for multiple public assistance programs by reviewing and verifying client information, conducting interviews, and interpreting program requirements.
• Perform mathematical calculations, analyze financial documents, and interpret income and asset information to determine benefit amounts and re-determine benefits based on changes in clients' status.
• Effectively communicate program requirements, time limits, and expectations to clients, explaining eligibility factors and referring them to relevant programs and community resources.

• Acquire and maintain comprehensive knowledge of Minnesota Department of Human Services programs. Respond to customer inquiries promptly, maintain ongoing communication with clients, and provide training on programs, work methods, and procedures to other agency staff.
• Interact with the Anoka County Attorney's Office and communicate with outside agencies using virtual tools like DocuSign and E-file. Participate in legal proceedings, including conciliation court, financial hearings, and appeal hearings.
• Manage a case load of collections accounts for Anoka County, sending contact and collection letters to clients regarding their debt responsibility.
• Educate clients on setting up payment plans for outstanding debts and provide guidance on repayment options.

• Interact with clients from diverse backgrounds, handle disgruntled clients, use problem-solving skills, and utilize language line interpreters when necessary. Participate in team meetings and contribute to process improvement initiatives like creating lean processes.
• Handle a caseload of 800-1400 health care cases, ensuring at least a 90% accuracy rating for eligibility determination and maintaining correct ongoing eligibility for clients.
• Stay up to date with health care policies, DHS, and federal guidelines related to public assistance programs, and explain complex policies to the general public.
• Conduct interviews with clients, gather information, and determine eligibility for MN SURE health care programs and other public assistance programs.

• Provided direct support to the Library Director, Assistant Director, and Office Manager, handling library patron calls and walk-ins at the administrative building.
• Utilized problem-solving and decision-making skills when dealing with difficult library patrons, provided advice to staff, and navigated towards acceptable outcomes.
• Revised the Bylaws and Regulations manual, maintained electronic and paper files, and managed confidential library patron records.
• Assisted with the interviewing process, prepared new hire packets, and provided support for training procedures and policies.

• Developed and maintained department policies, created standard operating procedures, and interpreted rules and regulations within the military and medical fields.
• Implemented and maintained tracking systems, prepared reports, and utilized military and medical databases to track ongoing medical issues and processes.
• Researched and addressed inquiries from various sources, including military, civilian, and congressional entities, regarding medical, dental, and billing matters.
• Provided comprehensive administrative support in a medical setting, including handling paperwork, documentation, and correspondence.

• Provided explanations of potential outcomes and the need for medical assessments to qualify for assistance, while building trusting relationships with customers and managing follow-up correspondence.
• Handled calls from individuals of diverse ethnicities, ensuring equal treatment and displaying inclusiveness.
• Maintained client confidentiality by following all Personally Identifiable Information practices.
• Trained 50 new Application Technicians and Application Managers in small and large groups.

• Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
• Helped with intake of new clients and materials by setting up files and documenting important information.
• Performed general clerical needs such as opening and closing files, scanning sheets and faxing documents.
• Managed accounts and client records of clients, observing confidentiality, and extreme discretion.

GPA: 3.26, Cum Laude Honors