Overview
Work History
Education
Skills
Achievements
References
Timeline
Generic

Kiara Cortes

Overview

14
14
years of professional experience

Work History

Case Manager Supervisor

Casa Michoacan - FEDECMI
11.2023 - Current
  • Provided ongoing support to case managers in crisis situations, guiding them through problem-solving strategies and promoting best practice approaches.
  • Played a key role in the development and implementation of organizational policies and procedures related to case management, ensuring alignment with best practice standards.
  • Managed budgetary responsibilities for the case management department, ensuring optimal allocation of resources based on client needs and program goals.
  • Collaborated with interdisciplinary teams to develop holistic care plans addressing all aspects of clients'' lives.
  • Increased client satisfaction with services by closely monitoring progress and adjusting case plans as needed.
  • Improved client outcomes by implementing effective case management strategies and streamlining processes.
  • Enhanced team performance through regular supervision, coaching, and training of case managers.
  • Streamlined internal communication processes, ensuring timely updates on client progress and facilitating better decision-making among staff members.
  • Promoted a culture of collaboration and teamwork within the department by fostering open communication channels and encouraging peer support among staff members.
  • Oversaw accurate documentation of client progress notes, maintaining compliance with legal requirements as well as organizational policies and procedures.
  • Developed strong relationships with community partners to facilitate access to resources for clients in need.
  • Championed a strengths-based approach to case management, empowering clients to build upon their existing skills and abilities while addressing challenges head on.
  • Served as an advocate for clients'' rights, working diligently to ensure their voices were heard and respected throughout the case management process.
  • Conducted comprehensive assessments of clients'' needs, leading to tailored interventions and supports for each individual.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • Implemented strategies to increase public awareness of social and community service programs.
  • Conducted outreach activities to engage local stakeholders in programs.
  • Advocated for social and community service programs to increase awareness and funding.
  • Provided leadership, guidance, and support to staff members.
  • Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
  • Assist clients in filling out public aid applications and redetermination forms.
  • Attend community councils, coalitions, and partnerships.
  • Send the director weekly staff report and weekly work schedule.

Emergency Shelter Case Manager

Aunt Marthas Health And Wellness
08.2022 - 10.2023
  • Developed and implemented comprehensive case management plans to address participant's needs and goals.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to participants.
  • Partnered with local organizations to expand access to social and community services.
  • Coordinated individual referrals to obtain community services, advocate for participant's needs, and resolve roadblocks.
  • Referred participants to appropriate team members, community agencies, and organizations to meet treatment needs.
  • Maintain participant confidentiality and ethical behavior with policies and procedures at all times.
  • Meet one-on-one with program participants to assess specific needs, identify goals, and prepare a case plan for achieving the goals.
  • Update the agency's Excel database with participant's information on a weekly basis.
  • Work in partnership with participants to develop case plans and identify goals and barriers to achieving long-term stability. Utilizing motivational interviewing and a strengths-based approach.
  • Meet one-on-one with new referrals who are eligible/matched under the CoC, and ESG within 24 hours in the office, shelter, or public area to gather income and required program documentation, establish rent and location needs, and prepare to move into an apartment.
  • Collaborate with Supportive Housing Personnel in the office and off-site to ensure that qualified participants successfully find and move into an apartment.
  • Meet with program participants to assess progress, update case plans, monitor income, document case notes, provide access to resources, and make referrals to other community resources.
  • Maintain accurate and up-to-date participant's physical files in the office. This includes entering case notes and data into the HMIS database.
  • Participate in care coordination for the participant as appropriate and needed.
  • Solicit the assistance of hotel management as appropriate for wellness check.
  • Effectively guide participants with referral to wrap-around services such as application, qualification, and re-determination for SSI, SSDI, Medicaid, Medicare, SNAP, HACC, and other services as needed.
  • Participate in on-site and off-site training and meetings as needed.
  • Complete incident reports and submit them within 24 hours.
  • Meet with Aunt Martha's Health and Wellness on a biweekly basis to provide updates on each case file.
  • Conducted outreach activities to engage local stakeholders in programs.
  • Referred participants to appropriate team members, community agencies, and organizations to meet treatment needs.
  • Utilized trauma-informed approach to promote healing and empowerment for clients.

Case Manager II

Aunt Marthas Health And Wellness
04.2022 - 10.2023
  • Developed and implemented comprehensive case management plans to address participant's needs and goals.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to participants.
  • Partnered with local organizations to expand access to social and community services.
  • Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks.
  • Referred clients to appropriate team members, community agencies, and organizations to meet treatment needs.
  • Maintain client confidentiality and ethical behavior with policies and procedures at all times.
  • Meet one-on-one with program participants to assess specific needs, identify goals, and prepare a case plan for achieving the goals.
  • Update the agency's Excel database with client information on a weekly basis.
  • Work in partnership with participants to develop case plans and identify goals and barriers to achieving long-term stability. Utilizing motivational interviewing and a strengths-based approach.
  • Meet one-on-one with new referrals who are eligible/matched under the CoC, HUD, and ESG within 24 hours in the office, shelter, or public area to gather income and required program documentation, establish rent and location needs, and prepare to move into an apartment.
  • Collaborate with Supportive Housing Personnel in the office and off-site to ensure that qualified participants successfully find and move into an apartment.
  • Meet with program participants to assess progress, update case plans, monitor income, document case notes, provide access to resources, and make referrals to other community resources.
  • Maintain accurate and up-to-date client physical files in the office. This includes entering case notes and data into the HMIS database.
  • Participate in care coordination for the participant as appropriate and needed.
  • Periodically visit scattered-site apartments to ensure compliance with lease and program rules.
  • Solicit the assistance of property management as appropriate for wellness check.
  • Provide specialized and targeted interventions at the office or scattered-site apartments when clients are at risk of eviction.
  • Effectively guide participants with referral to wrap-around services such as application, qualification, and re-determination for SSI, SSDI, Medicaid, Medicare, SNAP, HACC, and other services as needed.
  • Participate in on-site and off-site training and meetings as needed.
  • Complete incident reports and submit them within 24 hours.
  • Meet with The National Alliance to End Homelessness on a biweekly basis to provide updates on each case file.
  • A monthly meeting with clients of the Youth Action Board to discuss and address any challenges, provide resources, and discuss any topics the clients are interested in speaking about.
  • Conducted outreach activities to engage local stakeholders in programs.
  • Established and maintained relationships with key stakeholders.
  • Participated in community events to promote services and engage with the public.
  • Referred clients to appropriate team members, community agencies, and organizations to meet treatment needs.
  • Utilized trauma-informed approach to promote healing and empowerment for clients.

System Navigator

Aunt Marthas Health And Wellness
04.2022 - 10.2023
  • Build Knowledge of a wide array of resources in the community to meet the holistic needs of clients.
  • Provide Targeted outreach to the communities in the region to identify and engage homeless youth who are couch surfing, squatting, or living on the streets or other places not meant for human habitation.
  • Collaborate regularly with other Youth Navigators and Outreach providers to ensure thorough coverage of the region, including any spots likely to be frequented by youth who are homeless or unstably housed.
  • Engage strategically with community stakeholders, including police departments, libraries, medical facilities, schools, parks, city township offices, forest preserves, community centers, and any other venues or personnel who might encounter or have knowledge of youth experiencing homelessness or sexual exploitation. Provide education about youth homelessness and about services available in the region and ensure that youth experiencing homelessness have easy and fast access to our network of services and supports.
  • Use Trauma-Informed and LGBTQI-competent engagement techniques to build a rapport with youth encountered. Prioritize patient, gentle, persistent engagement with the most vulnerable and highest acuity youth.
  • Quickly identify unaccompanied minors and engage and collaborate as needed with the comprehensive Community-Based Youth Services (CCBYS) system. Serve as a mandated reporter of child abuse and neglect.
  • Offer basic needs and sundries ( e.g. food, personal care items, clothing first aid supplies, safer sex and other harm reduction supplies, etc.) to homeless youth who are encountered.
  • Complete prospective clientele intake paperwork utilizing certain database systems such as HMIS, and E-Cornerstone.
  • Encourage and help young people secure opportunities for prosocial activity, recreation, relationship and community building, and civic engagement.
  • Coordinate services and resources for physical and behavioral health/wellness, and secure LGBTQIA+ supports and community as needed.
  • Work effectively with all systems involved in the client's life including the child welfare system, CCBYS, juvenile justice, schools, WIOA, and law enforcement.
  • Complete ongoing training pertinent to job responsibilities. to ensure thorough coverage of the region, including any spots likely to be frequented by homeless or unstably housed youth.

Outreach Worker

Aunt Marthas Health And Wellness
04.2022 - 09.2023
  • Reached out to nonprofits and other organizations to find funding for at-risk youth.
  • Advocated for participant's needs and funding for at-risk youth.
  • Assisted families with financial and housing resources.
  • Planned outreach events with The Alliance to Prevent Homelessness for the South Suburban area of Cook County to reach out to at-risk youth.
  • Worked with The Alliance to Prevent Homelessness people to educate them on methods of relocation or assistance opportunities.
  • Assisted in conducting needs assessments to identify key areas of service needs.
  • Developed and maintained relationships with community organizations and agencies.
  • Facilitated communication between participants and other service providers.
  • Monitored progress toward service plan goals.
  • Provided support to social service participants in navigating available resources.
  • Determined needed and relevant interventions based on each participant's cognitive abilities and current needs.
  • Developed and maintained accurate records of programs and services.
  • Connected individuals with available and relevant resources.
  • Developed long-lasting partnerships with local leaders, management team, and peers with active engagement, exemplary communication, and consistent issue resolution.
  • Helped participants navigate social services system and access needed resources.
  • Built partnerships with related organizations to develop support and gain greater attention for important issues.
  • Coordinated with different service providers to meet participants' individual needs.
  • Attend community and collaboration meetings.
  • Collaborate and connect with other agencies for community resources and landlords.

Customer Service Representative / Marketing Assistant

State Farm
06.2010 - 02.2020
  • Provide prompt, accurate, and phenomenal customer service, including but not limiting, responding to inquiries about insurance availability, underwriting, eligibility, coverages, policy changes, transfers, claim submission, and billing clarification.
  • Develop leads, identify customer needs, and market appropriate products and services.
  • Maintain up-to-date data of products and services.
  • Earn a reputation for exceeding service standard goals.
  • Sustain office services by organizing office operations and procedures
  • Implement changes to existing strategies to increase the accuracy, efficiency, and responsiveness of customer service standards
  • Establish relationship with local communities to provide business.
  • Record and perform daily reconciliation of business financials
  • Maintain critical oversight of marketing functions
  • Keep management informed by reviewing and analyzing special reports; summarizing information; identifying trends.

Education

Associate of Applied Science - Criminal Justice / Public Police

Richard J. Daley College
06.2015

Skills

  • Computer proficient (Excellent knowledge of Microsoft Word, Excel, and PowerPoint applications)
  • Bilingual (English and Spanish)-Fluent
  • Strong Verbal and Written Communication
  • Excellent interpersonal and management skills, with the ability to interact professionally at all levels

Achievements

State of Illinois Notary Public

SOAR Certification

Casey Life Skills 

Completed Northeast Alliance Training 

Domestic Violence Advocate Certificate 

Crisis Intervention Training 


References

Available upon request.

Timeline

Case Manager Supervisor

Casa Michoacan - FEDECMI
11.2023 - Current

Emergency Shelter Case Manager

Aunt Marthas Health And Wellness
08.2022 - 10.2023

Case Manager II

Aunt Marthas Health And Wellness
04.2022 - 10.2023

System Navigator

Aunt Marthas Health And Wellness
04.2022 - 10.2023

Outreach Worker

Aunt Marthas Health And Wellness
04.2022 - 09.2023

Customer Service Representative / Marketing Assistant

State Farm
06.2010 - 02.2020

Associate of Applied Science - Criminal Justice / Public Police

Richard J. Daley College

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Kiara Cortes