Kitzia Burgos-Wright
Migrant Services Case Manager
Charlotte,NC
Summary
Energetic and empathetic individual with natural ability to connect with and support clients. Possesses solid understanding of client assessment and resource coordination, coupled with strong communication and organizational skills. Committed to making positive impact by effectively managing cases to improve client outcomes.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Home Study and Post Release Level 2 Case Manager
Endeavors Migrant Family Services
08.2024 - Current
- Conducted home study assessments for the Office of Refugee Resettlement (ORR) in Spanish and evaluated the safety and placement of unaccompanied minors with identified sponsors.
- Provided monthly post-release services to minors for 6 months or more as needed.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Maintained accurate documentation on all cases in ORR, UC Portal, and Salesforce/Polaris within two business days.
Passenger Service Assistant
Prospect Airport Services
Charlotte, NC
01.2025 - Current
- Worked closely with cabin crew members to ensure seamless coordination during flights and layovers.
- Guided passengers through airport with boarding and deplaning, ensuring a smooth travel experience for all customers.
- Facilitated effective communication between airline staff and non-English speaking passengers, utilizing language skills when necessary.
- Participated in regular training sessions covering topics such as safety regulations compliance updates or changes in company policies.
- Fostered positive relationships with frequent travelers through consistent provision of outstanding service tailored to their specific requirements.
Incident Management Supervisor
NYS Justice Center
06.2021 - 07.2024
- Supervised and managed large inbound call volume operating abuse/neglect hotline.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Edited reports and performed daily audits for quality assurance.
- Classified allegations of abuse/neglect following agency protocols.
- Participated in the onboarding and training of new staff and mentored staff in professional development.
- Created a daily workbook summarizing all shifts, events, meetings, and important updates.
- Delivered top-notch customer service by addressing client inquiries professionally and expediently, instilling confidence in the provided protection services.
Out of State Placement Investigator
NYS Justice Center
06.2020 - 06.2021
- Improved child safety by conducting thorough investigations into allegations of serious abuse and neglect for juveniles placed out of state.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Conducted thorough face-to-face interviews with employers, victims and suspects, and documented investigative findings within 60 days.
- Inspected quality of care in adherence to facility policies and communicated serious health and safety concerns.
- Recommended actions or sanctions for staff misconduct.
- Reduced risk of harm to children by identifying safety concerns during investigative assessments.
Vulnerable Persons Protection Specialist 1
NYS Justice Center
01.2015 - 06.2020
- Interviewed approximately 18 callers per day reporting allegations of abuse/neglect of people with disabilities and special needs.
- Delivered top-notch customer service by addressing client inquiries professionally and expediently, instilling confidence in the provided protection services.
- Escalated sensitive, high-profile criminal incidents to management or other relevant agencies.
- Immediately documented information received into the Vulnerable Persons Central Registry (VPCR).
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Completed special projects and assignments.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Waiver Service Provider
Bridges to Health Medicaid Waiver Program
03.2011 - 12.2014
- Built strong relationships with clients and their families, fostering trust and open communication to better address individual needs.
- Coached 10-15 children with serious emotional disorders and developmental disabilities weekly.
- Assisted clients in achieving personal goals through the development of skill-building activities tailored to their strengths and interests.
- Assisted community/school staff in understanding children's strengths and weaknesses.
- Planned and provided short-term relief for family/caregivers to avoid or resolve crises.
- Led workshops on topics related to goal-setting, life skills development, and resource navigation, empowering clients toward greater independence.
- Tracked service activities and outcomes related specifically to Medicaid reimbursement performance.
Foster Care Case Planner
The House of the Good Shepherd
03.2011 - 07.2012
- Monitored the adjustment of 18-25 children in foster care and monitored their educational and behavioral performance at home and in school.
- Referred parental caregivers to substance abuse, parenting, or mental health programs per court orders.
- Completed family assessments, permanency hearings, violation orders, psychosocial histories, adoption referrals, and other reports.
- Represented the agency at court hearings and community programs to support family permanency.
- Facilitated service plan reviews with caregivers every 6 months or as needed.
- Supervised visits between children and their biological families.
- Provided 24-hour on-call crisis intervention services.
- Assisted in retention of suitable foster families.
- Conducted home visits to assess living conditions, family dynamics, and safety concerns for children in care.
- Reduced repeat maltreatment rates through ongoing support, education, and intervention strategies.
Prevention Case Manager
Families Foremost
07.2010 - 03.2011
- Prevented unnecessary out-of-home placements for 12-15 juvenile offenders by implementing preventative measures and connecting families with community resources.
- Monitored youth's school attendance, progress and adherence to court recommendations on a weekly basis.
- Identified and referred family to community-based clinical, recreational, financial, and medical supports.
- Enhanced offender rehabilitation by developing and implementing comprehensive case management plans.
- Rotated 24-hour on-call crisis interventions and made on-call curfew checks.
- Wrote progress reports and testified under oath at court hearings.
Education
Bachelor of Science - Sociology
University At Albany
Albany 08.2006 - 05.2010
Skills
Awareness of Vulnerable Populations
Skilled in Interviewing Strategies
Comprehensive Patient Evaluation
Case Management Oversight
Client Needs Advocate
Strategic Goal Setting
Crisis Management
Counseling Services Expertise
Resource Assessment
Strong Organizational Skills
Expertise in Documentation Standards
Proficient in Managing Multiple Tasks
Documentation and Reporting Skills
Timeline
Passenger Service Assistant
Prospect Airport Services
01.2025 - Current
Home Study and Post Release Level 2 Case Manager
Endeavors Migrant Family Services
08.2024 - Current
Incident Management Supervisor
NYS Justice Center
06.2021 - 07.2024
Out of State Placement Investigator
NYS Justice Center
06.2020 - 06.2021
Vulnerable Persons Protection Specialist 1
NYS Justice Center
01.2015 - 06.2020
Waiver Service Provider
Bridges to Health Medicaid Waiver Program
03.2011 - 12.2014
Foster Care Case Planner
The House of the Good Shepherd
03.2011 - 07.2012
Prevention Case Manager
Families Foremost
07.2010 - 03.2011
Bachelor of Science - Sociology
University At Albany
08.2006 - 05.2010
Similar Profiles
Sham MahariSham Mahari
Youth Care Worker at Endeavors Family ServicesYouth Care Worker at Endeavors Family Services
JOEL DIAZJOEL DIAZ
HSPRS Case Manager II at Family EndeavorsHSPRS Case Manager II at Family Endeavors
MELINDA HERRERAMELINDA HERRERA
Shelter Manager/ Shelter Support Staff at Family EndeavorsShelter Manager/ Shelter Support Staff at Family Endeavors