Lisa A Moreno
San Jose,US
Overview
1
1
Certification
9
9
years of professional experience
Work History
Program Manager I
Santa Clara Veteran Services Office
Santa Clara, California, US
01.2024 - Current
- Assist with a variety of office duties including staff supervision, planning, organizing and overseeing office responsibility. Assisting Veterans and their families with Federal and State benefits. Collaborating with VSO Director on daily structure, collaborating with non-profit organizations. Immediate supervision over Veteran Services Representatives and clerical staff.
- Plans, organizes and directs a County program that provides direct service to the public or other agencies;
- Determines program objectives in light of established goals;
- Develops strategies to achieve objectives;
- Establishes program priorities;
- Formulates and implements policies, plans and procedures for carrying out functions of the program;
- Defines personnel resource needs and allocates them as required to reach program objectives;
- Selects and hires staff and ensures the orientation, training and development of program staff;
- Directs and evaluates the work of subordinate staff;
- Establishes an appropriate organizational structure and delineates working level and relationships of personnel to carry out the program's activities;
- Determines budgetary requirements to maintain the program;
- Makes recommendations on the annual budget and may present the program's budget to the Board of Supervisors;
- Is responsible for determining program funding needs and obtaining available outside funding when necessary through grants and/or contracts;
- Is responsible for the implementation, control, monitoring and evaluation of provided services to ensure compliance with terms of received grants and contracts;
- Maintain liaison relationships and represents the program in contacts with public and private agencies and concerned community groups and organizations;
- Prepares reports and correspondence;
- Keeps abreast of new trends and developments related to the program's activities;
- Provides assistance and advice to advisory and planning boards, commissions, task forces and other special groups as required;
- May prepare and make presentations to staff, boards, commissions, and external groups;
- May provide ongoing statistical reports;
- May be assigned as a Disaster Service Worker, as required;
- And performs related duties as required.
Program Manager I
Santa Clara Veteran Services Office
Santa Clara, California, US
01.2024 - Current
- Assist with a variety of office duties including staff supervision, planning, organizing and overseeing office responsibility. Assisting Veterans and their families with Federal and State benefits. Collaborating with VSO Director on daily structure, collaborating with non-profit organizations. Immediate supervision over Veteran Services Representatives and clerical staff.
- Plans, organizes and directs a County program that provides direct service to the public or other agencies;
- Determines program objectives in light of established goals;
- Develops strategies to achieve objectives;
- Establishes program priorities;
- Formulates and implements policies, plans and procedures for carrying out functions of the program;
- Defines personnel resource needs and allocates them as required to reach program objectives;
- Selects and hires staff and ensures the orientation, training and development of program staff;
- Directs and evaluates the work of subordinate staff;
- Establishes an appropriate organizational structure and delineates working level and relationships of personnel to carry out the program's activities;
- Determines budgetary requirements to maintain the program;
- Makes recommendations on the annual budget and may present the program's budget to the Board of Supervisors;
- Is responsible for determining program funding needs and obtaining available outside funding when necessary through grants and/or contracts;
- Is responsible for the implementation, control, monitoring and evaluation of provided services to ensure compliance with terms of received grants and contracts;
- Maintain liaison relationships and represents the program in contacts with public and private agencies and concerned community groups and organizations;
- Prepares reports and correspondence;
- Keeps abreast of new trends and developments related to the program's activities;
- Provides assistance and advice to advisory and planning boards, commissions, task forces and other special groups as required;
- May prepare and make presentations to staff, boards, commissions, and external groups;
- May provide ongoing statistical reports;
- May be assigned as a Disaster Service Worker, as required;
- And performs related duties as required.
VSR II/Lead
Santa Clara County Veteran Services Office
Santa Clara, California, US
10.2017 - Current
- Provides immediate supervision to 11 VSRs and 3 clerical staff.
- Sets and delegates day-to-day tasks to achieve VSO operational objectives.
- Determines, evaluates, and reviews staff workload.
- Interviews candidates and selects or recommends the selection of employees and acts as a subject matter expert for hiring process.
- Assigns and reviews the work of VSRs and evaluates VSR performance.
- Supervises, trains, and evaluates subordinate staff.
- Ensures that decisions, Veteran case preparations, or audits are in conformance with relevant County, State, and Federal policies, and procedures.
- Directs research and responses relative to complaints and inquiries from Veterans, Veteran Organizations, and the Federal VA.
- Reviews and prepares oral and written reports pertaining to the activities of the VSO.
- Manage more complex and difficult Veteran cases.
- Supervise program activities for the delivery of VA benefit programs for veterans, their dependents, and beneficiaries, as well as taking claims and assisting claimants in the preparation of claims, appeals or other documents.
- Oversee, support, and supervise following programs: Justice Involved, Outreach, Homeless Veteran Programs, Employment Benefits Outreach.
- Coordinate with the Director while determining methodologies for work enhancements, coordinating VSR assignments, and planning and assigning work for the overall operation of the VSO.
- Establish and maintain relationships with various civic and veterans' organizations to coordinate efforts and enhance cooperation with the office such as the Veterans Commission, American Legion, CalVet, VFW, and local colleges.
- Due to the complexity of the accreditation, the overall training and accreditation process is managed by the Lead VSRs.
- Reviews new and proposed legislation and regulations which may impact VSO activities and develops and implements related policies and procedures.
- Work in collaboration with other Leads to ensure that the cases are worked on and reassigned within the VSO as soon as possible.
- Make arrangements to cover caseloads and assigned phone and front desk duties during preapproved vacations and short-term absences.
- Interviews and advises Veterans or Veterans' dependents or widows of the rights and benefits legally conferred by Federal, State or County agencies regarding compensation, rehabilitation, insurance, pensions, education, medical care, and other pertinent rights and benefits.
- Provides direct support to homeless Veterans, networks and coordinates homeless Veteran assistance with Federal, State, and County agencies.
- Prepares correspondence and corresponds with the Federal Veterans' Administration, local and State government agencies and with Veterans and/or their representatives with regard to claims, benefits or aids other related Veteran programs.
- Advises clients of the provisions of the applicable federal, state and local laws and regulations and researches, reviews and explains legislative actions and regulatory changes.
- Assists Veterans and their dependents in obtaining local, State and Federal benefits, establishing rights related to filing claims for benefits.
- Establishes eligibility criteria and develops claims related to Veteran benefits such as, pensions, compensation, insurance, rehabilitation, education, hospitalization, medical care, and burial and in presenting evidence to prove Veteran's disabilities before the US Department of Veterans Affairs.
- Secures documentary evidence such as military, medical, birth, marriages and divorce records, affidavits, discharges, birth certificates, death certificates, certificates of naturalization, medical reports and other types of evidence in support of applications and/or claims for Veterans and eligible clients; prepares and submits appeals, when justified, in cases where a claim is denied.
- Reviews claims and awards of benefits.
- Provide guidance and information about military programs with regard to their co-relation to VA benefits and programs, such as Survivor Benefit Plan, Retirement Pay, Reserve Component service and retirements, and deployment related matters (orders, pay and entitlements and related matters).
- Conducts administrative case management of 200+ veterans, records all customer interactions and claims activities by preparing case file notes and by conducting electronic records management.
- Participates and assists in public outreach events, conducts Veteran Services Briefings, and provides information about Veteran Services through a variety of outreach events.
- Attends mandated monthly and annual training.
- Acts as liaison with local, State, and Federal agencies on behalf of veterans and their dependents.
- Prepares descriptive and statistical reports.
- Assists with answering phones and greeting the public as needed to cover absences.
- May be assigned as a Disaster Service Worker, as required.
- Provide administrative support to staff as needed.
VSR II/Lead
Santa Clara County Veteran Services Office
Santa Clara, California, US
10.2017 - Current
- Provides immediate supervision to 11 VSRs and 3 clerical staff.
- Sets and delegates day-to-day tasks to achieve VSO operational objectives.
- Determines, evaluates, and reviews staff workload.
- Interviews candidates and selects or recommends the selection of employees and acts as a subject matter expert for hiring process.
- Assigns and reviews the work of VSRs and evaluates VSR performance.
- Supervises, trains, and evaluates subordinate staff.
- Ensures that decisions, Veteran case preparations, or audits are in conformance with relevant County, State, and Federal policies, and procedures.
- Directs research and responses relative to complaints and inquiries from Veterans, Veteran Organizations, and the Federal VA.
- Reviews and prepares oral and written reports pertaining to the activities of the VSO.
- Manage more complex and difficult Veteran cases.
- Supervise program activities for the delivery of VA benefit programs for veterans, their dependents, and beneficiaries, as well as taking claims and assisting claimants in the preparation of claims, appeals or other documents.
- Oversee, support, and supervise following programs: Justice Involved, Outreach, Homeless Veteran Programs, Employment Benefits Outreach.
- Coordinate with the Director while determining methodologies for work enhancements, coordinating VSR assignments, and planning and assigning work for the overall operation of the VSO.
- Establish and maintain relationships with various civic and veterans' organizations to coordinate efforts and enhance cooperation with the office such as the Veterans Commission, American Legion, CalVet, VFW, and local colleges.
- Due to the complexity of the accreditation, the overall training and accreditation process is managed by the Lead VSRs.
- Reviews new and proposed legislation and regulations which may impact VSO activities and develops and implements related policies and procedures.
- Work in collaboration with other Leads to ensure that the cases are worked on and reassigned within the VSO as soon as possible.
- Make arrangements to cover caseloads and assigned phone and front desk duties during preapproved vacations and short-term absences.
- Interviews and advises Veterans or Veterans' dependents or widows of the rights and benefits legally conferred by Federal, State or County agencies regarding compensation, rehabilitation, insurance, pensions, education, medical care, and other pertinent rights and benefits.
- Provides direct support to homeless Veterans, networks and coordinates homeless Veteran assistance with Federal, State, and County agencies.
- Prepares correspondence and corresponds with the Federal Veterans' Administration, local and State government agencies and with Veterans and/or their representatives with regard to claims, benefits or aids other related Veteran programs.
- Advises clients of the provisions of the applicable federal, state and local laws and regulations and researches, reviews and explains legislative actions and regulatory changes.
- Assists Veterans and their dependents in obtaining local, State and Federal benefits, establishing rights related to filing claims for benefits.
- Establishes eligibility criteria and develops claims related to Veteran benefits such as, pensions, compensation, insurance, rehabilitation, education, hospitalization, medical care, and burial and in presenting evidence to prove Veteran's disabilities before the US Department of Veterans Affairs.
- Secures documentary evidence such as military, medical, birth, marriages and divorce records, affidavits, discharges, birth certificates, death certificates, certificates of naturalization, medical reports and other types of evidence in support of applications and/or claims for Veterans and eligible clients; prepares and submits appeals, when justified, in cases where a claim is denied.
- Reviews claims and awards of benefits.
- Provide guidance and information about military programs with regard to their co-relation to VA benefits and programs, such as Survivor Benefit Plan, Retirement Pay, Reserve Component service and retirements, and deployment related matters (orders, pay and entitlements and related matters).
- Conducts administrative case management of 200+ veterans, records all customer interactions and claims activities by preparing case file notes and by conducting electronic records management.
- Participates and assists in public outreach events, conducts Veteran Services Briefings, and provides information about Veteran Services through a variety of outreach events.
- Attends mandated monthly and annual training.
- Acts as liaison with local, State, and Federal agencies on behalf of veterans and their dependents.
- Prepares descriptive and statistical reports.
- Assists with answering phones and greeting the public as needed to cover absences.
- May be assigned as a Disaster Service Worker, as required.
- Provide administrative support to staff as needed.
Management Analyst-WOOC
Santa Clara County Veteran Services Office
Santa Clara, California, US
12.2022 - 02.2023
- Conducts systems and analytical studies on organization, procedures, budgetary requirements, human resources management and other related management functions;
- Performs cost studies, conducts surveys, and conducts feasibility studies by collecting, tabulating and analyzing a wide variety of data using appropriate statistical methods to determine trends, cycles, and underlying factors;
- Gathers data and analyzes information, and prepares reports outlining methodology, analysis recommendations related to administrative, fiscal, organizational, human resources and management issues;
- Interviews and consults with departmental officials and employees, representatives from other organizations and groups, and the general public to give and/or secure necessary information;
- Analyzes programmatic practices and procedures and makes recommendations for organizational, operational, policy, and procedural improvements;
- Conducts needs analysis, feasibility studies, and evaluations for assigned projects and programs;
- Develops, summarizes, and maintains administrative and fiscal records;
- Develops and analyzes quantitative data for management control and evaluation purposes;
- Prepares and presents a variety of budgetary, informational and statistical reports which may include recommendations in written, graphic and oral presentations;
- Makes verbal presentations of study findings/recommendations to department and County management, boards and commissions;
- Acts as departmental resource in the area of expertise;
- Negotiates and monitors contracts; ensures compliance with contract provisions; coordinates with service providers in the delivery of contract requirements;
- Prepares and participates in RFP process, writes grant proposals, reports, program documentation, policies, procedures and other written materials;
- Manages projects and develops study project plans, may conduct or assist in conducting studies requiring inter-departmental coordination; effectively recommends study parameters and determines appropriate methodology and sources of information for assigned studies/projects;
- Uses a variety of information applications and databases to collect, analyze and prepare reports;
Management Analyst-WOOC
Santa Clara County Veteran Services Office
Santa Clara, California, US
12.2022 - 02.2023
- Conducts systems and analytical studies on organization, procedures, budgetary requirements, human resources management and other related management functions;
- Performs cost studies, conducts surveys, and conducts feasibility studies by collecting, tabulating and analyzing a wide variety of data using appropriate statistical methods to determine trends, cycles, and underlying factors;
- Gathers data and analyzes information, and prepares reports outlining methodology, analysis recommendations related to administrative, fiscal, organizational, human resources and management issues;
- Interviews and consults with departmental officials and employees, representatives from other organizations and groups, and the general public to give and/or secure necessary information;
- Analyzes programmatic practices and procedures and makes recommendations for organizational, operational, policy, and procedural improvements;
- Conducts needs analysis, feasibility studies, and evaluations for assigned projects and programs;
- Develops, summarizes, and maintains administrative and fiscal records;
- Develops and analyzes quantitative data for management control and evaluation purposes;
- Prepares and presents a variety of budgetary, informational and statistical reports which may include recommendations in written, graphic and oral presentations;
- Makes verbal presentations of study findings/recommendations to department and County management, boards and commissions;
- Acts as departmental resource in the area of expertise;
- Negotiates and monitors contracts; ensures compliance with contract provisions; coordinates with service providers in the delivery of contract requirements;
- Prepares and participates in RFP process, writes grant proposals, reports, program documentation, policies, procedures and other written materials;
- Manages projects and develops study project plans, may conduct or assist in conducting studies requiring inter-departmental coordination; effectively recommends study parameters and determines appropriate methodology and sources of information for assigned studies/projects;
- Uses a variety of information applications and databases to collect, analyze and prepare reports;
VSR 1 WOOC
Santa Clara County Veteran Services Office
Santa Clara, California, US
05.2017 - 11.2017
VSR 1 WOOC
Santa Clara County Veteran Services Office
Santa Clara, California, US
05.2017 - 11.2017
Education
Bachelor of Arts - Sociology
Deanza College
Cupertino, California06-2026
High School Diploma -
William C. Overfelt
San Jose, CaliforniaNo Degree - Criminal Justice
Merced College
Los Banos, California12-2007
Skills
- Typing
- Microsoft Office
- Organizational Data and Records Management
- Training and Development
- Administration Support
- Medical Terminology
- Excel
Accomplishments
I am proud of my accomplishments as a program manager, especially my success in creating new programs and strengthening community outreach.
Certification
Certified Veterans Advocate
Accredited Representative for CACVSO and NACVSO
Timeline
Program Manager I
Santa Clara Veteran Services Office
01.2024 - Current
Program Manager I
Santa Clara Veteran Services Office
01.2024 - Current
Management Analyst-WOOC
Santa Clara County Veteran Services Office
12.2022 - 02.2023
Management Analyst-WOOC
Santa Clara County Veteran Services Office
12.2022 - 02.2023
VSR II/Lead
Santa Clara County Veteran Services Office
10.2017 - Current
VSR II/Lead
Santa Clara County Veteran Services Office
10.2017 - Current
VSR 1 WOOC
Santa Clara County Veteran Services Office
05.2017 - 11.2017
VSR 1 WOOC
Santa Clara County Veteran Services Office
05.2017 - 11.2017
No Degree - Criminal Justice
Merced College
Bachelor of Arts - Sociology
Deanza College
High School Diploma -
William C. Overfelt
Employment Application
Program Manager I - Veterans Services - Promotional, 24-B3P-B
Social Security Number
- 8618
Driver License
- California
- 8618, C
Legal Right To Work
True
Personal Information
- Title: Program Manager I - Veterans Services - Promotional
- Gender: Female
- Driving License: Yes
- Work Permit: Yes
- Availability: Full Time (40 Hours Per Week)
- Visa Status: Yes
- ID Type: Social Security Number
- ID Number: 8705