Kimberly Sills
Continuous Quality Improvement
Suffolk,United States
Summary
Successful Continuous Improvement Manager offering 20+ years of expertise in developing and managing improvement process programs solutions; resulting in better efficiency, safety and quality. Driven to monitor performance improvements by developing metrics and tracking systems. Experience in reviewing and interpreting regulatory and programmatic guidance, implementation of Federal and State compliance, risk management and corrective action programs. Manage quality audit program to identify and resolve non-conformities and embed culture of continuous improvement. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work History
Continuous Improvement Manager
Newport News Department Of Human Services
Newport News, VA
11.2013 - Current
- Team with disciplinary leaders on determining annual operational targets and outlining needed quality improvements.
- Manage development and implementation of continuous improvement initiatives across six departments.
- Changed existing processes and implemented new processes to improve efficiency by 95%.
- Conducts organization-wide training to equip staff with knowledge and tools necessary to understand program evaluation, strategies and protocol.
- Disseminate 20+ monthly analysis reports to management displaying trends and outcomes.
- Oversee all Quality Assurance Accountability State Audits and Federal Audits.
- Increased collaboration with Federal, State and local regulatory agencies regarding monitoring, policy and compliance.
Family Services Supervisor
Newport News Department Of Human Services
Newport News, VA
07.2013 - 04.2019
- Handled over 50+ customer complaints and inquiries.
- Assisted with training and development of 20+ team members.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Served as liaison to Federal, State and Local agencies, State communities, professional boards and task force groups.
- Organized and directed work, activities and developed corrective action plans.
- Managed two positions: Continuous Quality Improvement Supervisor and Family Services Supervisor, simultaneously.
Continuous Quality Improvement Coordinator
Hampton Division Of Social Services
Hampton, VA
09.2011 - 06.2013
- Developed quality improvement plans, policies and operational guidelines.
- Documented and reported issues with compliance, standards of operating procedures and quality assurance requirements.
- Worked across four departments to improve data systems and conducted and oversaw data analysis.
- Designed, developed and implemented outcome studies and monitored and evaluated efforts to assess impact of programs.
- Interpreted program policies, procedures and regulations; collected data to track areas needing improvement, conducted case reviews, trained and supported 20+ staff in improving their practice to ensure achievement of safety, permanency and well-being for children and families in Hampton.
- Assisted and developed Quality Service Review reference guide to be used by workers.
- Developed supervisory tool to assist with conducting quality case staffings.
- Managed and verified quality and accountability of accurate data collection, data integrity and meaningful reporting.
Education
Bachelor of Science - Biology
Tennessee State University
Nashville, TN 08.1994 - 05.2000
Skills
Operations Management
undefinedAccomplishments
- Facilitated 90% of the Family Engagement Meetings and continuously met state quota for allocation of funds.
- Service Award 2015
- Chairperson of the Hiring and Recruitment Committee 2015
- Quality Service Reviewer
- Virginia Family Partnership Meeting Facilitator
Timeline
Continuous Improvement Manager
Newport News Department Of Human Services
11.2013 - Current
Family Services Supervisor
Newport News Department Of Human Services
07.2013 - 04.2019
Continuous Quality Improvement Coordinator
Hampton Division Of Social Services
09.2011 - 06.2013
Bachelor of Science - Biology
Tennessee State University
08.1994 - 05.2000
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