Kathryn Mendenhall

Directed staff support in daily functions and led training initiatives on regulatory changes. Championed individual and team growth through consistent performance evaluations and feedback sessions. Provided strategic guidance and training to ensure team success. Stayed informed on unit and county operations to enhance service delivery. Oversaw scheduling and workload management, ensuring optimal unit coverage and efficiency. Approved timecards and participated in new-hire interviews to strengthen team dynamics. Analyzed workflow data to implement adjustments that improve productivity. Developed tracking systems to monitor task performance and identify inefficiencies. Assessed staff capabilities to facilitate resource sharing across units. Cultivated a collaborative work environment with an open-door policy, promoting a culture of support and learning. Led the serve committee for 7 years, driving initiatives to boost employee morale and foster a positive workplace. Planned and executed staff events, while establishing a financial tracking system and committee charter.

Directed review of employee tasks to ensure accuracy and informed performance evaluations. Developed and organized resources for accessible training tools to enhance employee development. Provided support to employees during case escalations and addressed inquiries effectively. Led training for new team members in case processing, client interactions, and application renewals. Undertook additional responsibilities as delegated by unit supervisor. Assumed supervisory duties in absence of unit supervisor, including work assignment, productivity tracking, and escalated case monitoring. Represented unit in meetings and managed time card submissions as required. Contributed to crisis response team committee focused on training and processes for clients exhibiting escalating behaviors.

Assisted clients in determining eligibility for public assistance programs by reviewing income properties and living arrangements. Built strong relationships with client advocates and skilled nursing facility staff to enhance collaboration through community presentations on the application process. Adjusted to changes in federal, state, and county regulations to maintain compliance and improve service delivery.

Due to a high volume to applications living in medical facilities, it was important to build and maintain friendly yet professional relationships with clients, advocated, lawyers and local Skilled Nursing facility staff. To this end, I developed and hosted multiple community information presentations to inform the medical communities of the application process. This resulted in a more collaborative process for the county, the representatives and, most importantly, the client.
This potion required closely following changes and updates to federal, state and county regulations, processes and procedures.

Client Services: Answer phones and process tickets addressing the needs of both clients and applicant. Ensuring the accuracy of information provided for processing background checks. Assisting client with account set up and maintenance. Also assisting clients with the functions of our websites and status of cases. Assisting applicant with using multiple websites.

Transaction Account Manager: Overseeing specific client who are assigned to me. Ensuring their accounts and cases are correct and functioning properly. Identifying potential issues and resolving them before the client if effected. Maintaining a friendly yet professional relationship with clients, provided quality customer service and care.

Account Maintenance Specialist: Creating new account for client with in the Saleforce system. Adding, removing, and updating account and user information. Creating and executing client contracts. Also, working with E-Verify.

Client Services Team Lead: Overseeing a team of 6-8 reps. Assigning and auditing all work to ensure quality. Scheduling work shifts and break schedules. Handling disciplinary actions when necessary. Daily feedback with each rep on progress and possible improvements.