Marcella D Pierce
Charlotte,NC
Summary
Results drive Social Services Manager with over 20 years of experience in supervision, training, and program management. Proven expertise in coaching teams, streamlining workflows, and implementing policy compliance to drive operational success. Adept at leading diverse teams, ensuring program timeliness, and mentoring staff toward career growth and proficiency.
Overview
24
24
years of professional experience
Work History
Quality and Training Supervisor
Mecklenburg County Department of Social Services
Charlotte, NC
02.2020 - Current
- Supervise new hires, monitor day sheets, time sheets, and coach for success
- Supervisor/Monitor Training classes for eligibility programs-Energy, Food and Nutrition Services, Adult Medicaid, Family and Children’s Medicaid, Administrative, Virtual lobby new hires and 2nd/3rd program
- Review training and mentoring expectations with classes
- Complete oral and written documentation as needed
- Gather data from training, mentoring, and quality assurance surveys, review it, and share it with teams
- Train supervisors on new hire onboarding
- Create and update training schedule for all training
- NCFAST Learning Gateway Champion, pull and monitor reports and send to trainers/managers/supervisor weekly to ensure staff completion timely
- Current Superuser- add new employees, updated queues and skill set
- Collaborate with other supervisors to identify resources available for training, mentoring and quality sampling to ensure agency goals are met
- Evaluate and coach trainers and mentors to success
- Complete monthly reports providing data to manager as needed
- Facilitate meetings monthly to share agency needs, and updates to ensure team success
- Self-enrollment in continuing Education courses with Area Talent Development and Meck Talent for professional development
- Enroll team in courses in Meck Talent to enhance leadership skills and self-development
- Utilization of Current, Microsoft Word, Excel, Outlook, and Power Point, OnBase, and NCFAST programs
- Process case work as needed in FCM and FNS
Social Services Program Supervisor Transition To Excellence Team
Mecklenburg County Department of Social Services
Charlotte, NC
02.2017 - 01.2020
- Onboard new hires monthly in Family and Children Medicaid and Food and Nutrition services
- Onboard 2nd program staff in FCM and FNS
- Coach and mentor new hires and 2nd program staff to success with daily check-in sessions
- Communicate with mentors to ensure success of new hires as needed
- Address issues with oral and written plans for success
- Track Day sheet and timesheet activity weekly to ensure accuracy
- Review policy with new and existing team members as needed
- Assign work daily from NCFAST reports
- Hold biweekly conferences to ensure path of success
- Complete oral and written documentation as needed
- Create spreadsheet to monitor T2E staff application/recertification assignment, pending deadlines, and timely processing for FCM and FNS to ensure division timeliness expectations were adhered
- Ensure each staff member is aware of how to utilize spreadsheet and followed up daily/weekly to ensure correct use for timeliness
- Utilization of Microsoft Word, Excel, Outlook, and Power Point, OnBase, and NCFAST programs
- Self-enroll and complete continuing Education courses for professional development
Social Services Program Supervisor -Critical Response Team
Mecklenburg County Department of Social Services
Charlotte, NC
10.2014 - 01.2017
- Onboard new hires in Family and Children Medicaid and Food and Nutrition services
- Coach and mentor new hires to success during daily and weekly check-in sessions
- Communicate with mentors to ensure success of new hires
- Address issues with plans for success
- Track Day sheet activity weekly to ensure accuracy
- Created spreadsheets for new hires to track work and for monitoring of work
- Hold biweekly conferences to ensure path of success
- Review policy with new and existing team members as needed
- Complete oral and written documentation as needed
- Create spreadsheet to monitor CRT staff on Intake for accurate daily and weekly rotation
- Create spreadsheet to monitor application and recertification assignment for FCM and FNS to ensure division timeliness expectations were adhered
- Supervised Accelerated Processing lab to monitor and ensure timeliness of FCM recertifications
Sr. Quality and Training Specialist
Mecklenburg County Department of Social Services
Charlotte, NC
02.2001 - 09.2014
- Self-trained on new computer program NCFAST and trained new and existing staff on utilization of program
- Develop training on new program and new policy
- Evaluate training materials for effectiveness
- Update Enhanced letters and forms for WFFA staff
- Conduct individual and group training with new and current staff in Medicaid, Food and Nutrition Services, and Work First Family Assistance
- Assess and assist employees with development in workload with new programs
- Coach and mentor new employees until they are able to perform tasks proficiently
- Facilitate meetings and record results
- Compile employee statistics and prepare monthly reports on employees
- Audit case files of various eligibility programs for accuracy and timeliness
- Utilization of Microsoft Word, Excel, Outlook, and Power Point, OnBase, and NCFAST programs
- Process applications and redeterminations to assist with timely customer service in NCFAST
- Graduate of Mecklenburg County Leadership Academy 2012-2013
Education
Master of Public Administration - Specializing in Government Business
Keller Graduate School of Management
Charlotte, NC02.2012
Bachelor of Science Degree - Human Services
Gardner-Webb University
Boiling Springs, NC05.2008
Skills
- Business administration
- Training evaluation
- Train-the-trainer
- Trainee evaluations
- Multimedia development
- Employee engagement
- Technical training
- Program implementation
- Staff development
- Coaching and mentoring
- Curriculum design
- Motivational speaking
- Learning management systems
- Training course oversight
- Training course planning
- E-learning development
- Human resources
- Curriculum updates
- Policy updates
- Policy implementation
- Compliance
References
Available Upon Request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Quality and Training Supervisor
Mecklenburg County Department of Social Services
02.2020 - Current
Social Services Program Supervisor Transition To Excellence Team
Mecklenburg County Department of Social Services
02.2017 - 01.2020
Social Services Program Supervisor -Critical Response Team
Mecklenburg County Department of Social Services
10.2014 - 01.2017
Sr. Quality and Training Specialist
Mecklenburg County Department of Social Services
02.2001 - 09.2014
Master of Public Administration - Specializing in Government Business
Keller Graduate School of Management
Bachelor of Science Degree - Human Services
Gardner-Webb University
Similar Profiles
Anyssa HunteAnyssa Hunte
Child Welfare Specialist II at Mecklenburg County Department Of Social ServicesChild Welfare Specialist II at Mecklenburg County Department Of Social Services
Dawn HarringtonDawn Harrington
Community Social Worker at Mecklenburg County Department Of Social ServicesCommunity Social Worker at Mecklenburg County Department Of Social Services
Terrah PayneTerrah Payne
Eligibility Specialist II at Mecklenburg County Department Of Social ServicesEligibility Specialist II at Mecklenburg County Department Of Social Services