Khara Leonard
Madison,WI
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Team Leader/W2 Supervisor
Forward Service Corporation
08.2019 - Current
- Supervised staff within Wisconsin Works program in Dane county
- Establish and uphold effective operational policies, including personnel and financial management to ensure compliance with regulations.
- Provide administrative support to directors
- Experienced automated systems; CARES, WWP, MAINFRAME, KIDS, ECF, SAVE
- Engage with community action agencies
- Evaluated staff on state performance metrics
- Initiated strategies to help improve overall processes within W2 Program including writing policies
- Onboarded, coached, trained, and Terminated staff
- Managed on-site evaluations, internal audits and customer surveys
- Self-motivated, with strong sense of personal responsibility
- Worked effectively in fast-paced environments
- Participate actively in state national events, audits, and committees and advocate for alignment between national priorities and local initiatives.
Community Manager
Be Well Madison
08.2022 - 05.2023
- Wellness agency for healthcare focus through UW Madison graduate program
- Grant writing
- Leader in statistical data project
- Completed 200 COVID surveys & 7 Focus groups for DHS grant over course of internship
- Developed Be Well final report on COVID data & surveying
- Educated partner agencies on Be Well services available to community members
- Attended many community events to network on Be Well services
- Provides wellness services to marginalized communities
- Discussed detriments of Health and barriers with Be Well staff & community members
- Provided resources for access to Healthcare services to marginalized, low-income communities throughout Madison.
- Sorted and organized files using Google Slides, spreadsheet analytics
- Participated in workshops and presentations related to Be Well projects to gain knowledge.
- Interacted with customers in-person to provide information on Be Well Madison.
Senior Manager
Forward Service Corporation
05.2018 - 08.2019
- Pulled reports for reviewing key performance metrics
- Monitoring call center data and foster solutions to technical issues and concerns
- Conduct regular monitoring of W-2 eligibility and EA applications
- Developed accurate data entry into CWW/CARES/EATS/WWP/
- Provide leadership and guidance to W2 Eligibility and EA staff, exemplifying exemplary service to to participants, and external stakeholders.
- Recruit and onboarding, evaluation
- Completed Budget reviews
- Policy management and development
- Used critical thinking to break down problems, evaluate solutions and make decisions
Career Manager
Goodwill of Central Texas
05.2017 - 02.2018
- Maintain client caseloads, support client development with respect to resume building, interviewing, and job searching skills
- Supported 100% of clients in assessing and identifying services needed to support their achievement of individualized goals
- Apply extensive knowledge of regional labor market needs and trends to support evidence based career path for clients
- Coordinate with appropriate social services professionals to deliver services necessary to support clients' in achieving employment stability
- Worked with re entry population and families to understand requirements and provide exceptional Career guidance
- Referred clients to partnering agencies to obtain job training skills, education assistance, or emergency needs to resolve barriers within family
Emergency Assistance Team Leader
Forward Service Corporation
03.2015 - 02.2017
- Work closely with Emergency Assistance Program Coordinator to monitor, adjust, and balance call volume and workflow on daily/weekly basis
- Provide daily tracking data and reports to Emergency Assistance Program Coordinator
- Conduct Emergency Assistance appointments via video-teleconferencing system in high-volume call center environment
- Increased accuracy rate on payment determinations based on Emergency Assistance program requirements to 98%
- Determine approval or denial of Emergency Assistance applications to include purchase orders
- Supervised 11 Emergency Assistance Specialists in providing excellent customer service to callers requiring assistance for Rent, utilities, or necessary household items
Social Work Intern
Dane County Department Of Children And Families
10.2015 - 05.2016
- Supervised 3 clients in Juvenile Justice program through NIP program
- Engaged families in case planning and corrective procedures
- Measured progress of completion in program
- Assisted youth in establishing goals and sustaining positive perspective on behavior
- Strategized for improvements with processes and program regulations
- Performed home and school visits to monitor expectations and improvement plans
- Provide documentation in form of case notes
- Reported and monitored case findings with supervising officer.
- prepared and submitted appeals and legal documents of juvenile offenders
Stop Loss Coordinator
Auxiant Health Insurance
06.2008 - 08.2014
- Stop Loss coordinator for third party administrator who managed over 50 incoming calls per day
- Process and upload over specific claim submissions to stop loss carrier
- Collaborate with enrollment and claims departments on measurable outcomes
- Balance employer accounts at end of policy year to account for all payments on over specific claim submissions
- Assist stop loss carriers with questions or concerns related to their over specific claim submission
- Run reports to determine over specific individuals
- Back up for supervisor when out of office, responsible for supervisory duties and quarterly trainings as needed
Social Work Intern
Bridge, Lake Pointe, Waunona, Community Center
09.2011 - 05.2014
- Internship with local community center assisting students with afterschool programming
- Planned and implemented program activities
- Coached students on problem solving, positive communication and behavior
- Attended and planned 75% of field trips and educational events for students
- Planned and prepped snack and meal schedules for afterschool programming students
- Collaborated with school personnel to monitor grades and academic expectations
- Innovative in ways to improve overall functioning of afterschool programming to engage youth
Education
Master of Arts - Medical Social Work
University of Wisconsin - Madison
WI05.2023
Bachelor Degree - Psychology
Upper Iowa University
Fayette, IA5.2016
Associate of Arts - Human Services
Madison College
Madison, WI08.2014
Diploma -
Lafollette High School
Madison, WI6.2003
Skills
- Supervisory/Management Skills
- Analytics
- policy analysis
- Strong organization skills
- Excellent written and communication skills
- Attention to Detail
- Teamwork/Collaboration skills
- Prioritizing and managing multiple tasks
- Executive leadership
- Developing key stake holder relationships
- Budgeting experience
- Presentation skills
Interests/Hobbies
I enjoy continuing to learn and progress, professionally and personally. I enjoy any activity being outdoors. Serving communities, Volunteering.
Certification
- Licensed Social Worker-APSW
- Certificate in Supervisory training
- Transition to Success Certified coach
Timeline
Community Manager
Be Well Madison
08.2022 - 05.2023
Team Leader/W2 Supervisor
Forward Service Corporation
08.2019 - Current
Senior Manager
Forward Service Corporation
05.2018 - 08.2019
Career Manager
Goodwill of Central Texas
05.2017 - 02.2018
Social Work Intern
Dane County Department Of Children And Families
10.2015 - 05.2016
Emergency Assistance Team Leader
Forward Service Corporation
03.2015 - 02.2017
Social Work Intern
Bridge, Lake Pointe, Waunona, Community Center
09.2011 - 05.2014
Stop Loss Coordinator
Auxiant Health Insurance
06.2008 - 08.2014
Master of Arts - Medical Social Work
University of Wisconsin - Madison
Bachelor Degree - Psychology
Upper Iowa University
Associate of Arts - Human Services
Madison College
Diploma -
Lafollette High School
- Licensed Social Worker-APSW
- Certificate in Supervisory training
- Transition to Success Certified coach
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