Megan Highland
Crestview,FL
Summary
Experienced leader with a proven track record in the non-profit, healthcare, and housing industries. Possesses a wealth of knowledge and expertise in HIV and Ryan White services. Brings a strong background in program management, operational process improvement, and staff development. Passionate about making a positive impact in the community. Dedicated to driving organizational success and delivering high-quality services to those in need.
Overview
9
9
years of professional experience
Work History
Technical Assistance Coach, TAP-in
Cicatelli Associates Inc
10.2023 - Current
- Provide tailored technical assistance (TA) to health departments and their stakeholders across the nation as part of the Ending the HIV Epidemic (EHE) initiative
- Analyze the needs and challenges of EHE programs and teams and develop individualized TA plans to address those needs
- Identify and coordinate the provision of resources required to meet project goals and objectives
- Provide subject matter expertise in the areas of Ryan White programming, Case Management, Supportive Services, and Housing Programs.
- Provide coaching and training, grounded in process and outcome data, to foster implementation of the agreed upon TA plan
- Effectively communicate with stakeholders, including health departments, team members, supervisors, funders, sub-recipients
- Plan and develop the curriculum for TAP-in's bimonthly Community of Practice event.
Director of Client Services
Allies for Health + Wellbeing
07.2020 - 10.2023
- Responsible for the oversight, leadership, and direction of the Client Service Department including hiring, training, and supervision of staff; program development and evaluation; implementation of policy and procedure; improving operational performance and work-flows; monitoring utilization and compliance; budgeting and grant application
- The Client Services Department included 25 staff members providing medical and non-medical case management, behavioral health therapy, linkage to care coordination, emergency financial assistance, food pantry services, legal assistance, transportation assistance, 340B pharmacy services, and HUD funded permanent supportive housing
- Participate in the Continuous Quality Improvement committee
- Developed customizable reporting tools and dashboards to generate client, revenue and utilization reports.
- Handled client grievances, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Organized daily workflow and assessed appropriate staffing to provide high quality services.
- Developed and implemented policies and procedures, using industry best practices, to ensure uniform client experience across service offerings.
Client Services Manager
Allies for Health + Wellbeing
03.2018 - 07.2020
- Provided direct supervision to case management staff (4) including training, coaching, and professional development
- Monitored and assessed staff's adherence to program policies and procedures, utilization, and complexity of caseloads
- Completed chart audits to ensure compliance with program and utilization standards
- Resolved client grievances
- Facilitated multidisciplinary communication amongst agency staff and external stakeholders
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Medical + Housing Case Manager
Allies for Health + Wellbeing
03.2016 - 03.2018
- Provided medical, non-medical, and housing case management services to HIV+ adults and their families
- Developed and maintained service coordination plans and monitored client progress towards goals
- Coordinated medical appointments, insurance, and transportation
- Served as the liaison between client and landlord
- Utilized Quickbooks to pay monthly rent and utilities for housing program participants
- Completed unit inspections using HUD guidelines
- Interviewed and assessed clients to gain information about background, needs, mental and physical health, substance use and other barriers
- Determined appropriate levels of intervention and care
- Referred clients to community resources to provide access to services such as medical, mental health, drug & alcohol, financial assistance, government programs, legal aid, housing, transportation, job placement and education
- Provided basic HIV education and risk reduction
- Outstanding customer service skills
- Developed partnerships with community organizations to expand services and referrals.
Coordinator of Backpack Feeding Program
FOCUS Pittsburgh
09.2015 - 02.2016
- Responsible for all aspects of the backpack feeding program, including ordering, budgeting, logistics, volunteer management and engagement, grant writing, and parent organizing
- Achieved a 248% increase in student enrollment over a six month time period
Education
Certificate - Nonprofit Management
Drexel University
Philadelphia, PA04-2025
Master of Social Work -
University of Pittsburgh
Pittsburgh, PA01-2015
Bachelor of Arts - Sociology
Clarion University of Pennsylvania
Clarion, PA01.2012
Skills
- Microsoft Products
- QuickBase
- Asana
- Foothold Technology
- Quickbooks
- Electronic Health Records
- Non Profit Management
- Customer Service
Licenses/Certifications
- Licensed Social Worker, PA, SW134549
- Crisis Prevention Institute certified
- CPR/AED certified
- Motivational Interviewing
- Harm Reduction
Timeline
Technical Assistance Coach, TAP-in
Cicatelli Associates Inc
10.2023 - Current
Director of Client Services
Allies for Health + Wellbeing
07.2020 - 10.2023
Client Services Manager
Allies for Health + Wellbeing
03.2018 - 07.2020
Medical + Housing Case Manager
Allies for Health + Wellbeing
03.2016 - 03.2018
Coordinator of Backpack Feeding Program
FOCUS Pittsburgh
09.2015 - 02.2016
Certificate - Nonprofit Management
Drexel University
Master of Social Work -
University of Pittsburgh
Bachelor of Arts - Sociology
Clarion University of Pennsylvania
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