Melissa Colbourne
Los Angeles,CA
Summary
Earnest individual with experience in the human services field, providing support and guidance to needy individuals. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services. Seasoned Senior Intake Specialist with a background in managing and streamlining intake processes for large organizations. Strengths include superior customer service skills, thorough knowledge of data management systems, and the ability to coordinate cross-functional teams toward meeting operational goals. Experienced in identifying inefficiencies within intake procedures and implementing strategic solutions that enhance productivity and client satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Intake Specialist
US VETS INGLEWOOD
Inglewood, CA
03.2023 - Current
- Performs screening and assessment for client eligibility
- Assists clients with obtaining all necessary information need to be enrolled in program
- Performs client intake process, intake packet completion, and program data entry for intakes and discharges as well as other client information as needed for program reporting
- Assists with communicating program guidelines to clients as well as community partners
- Tracks client entry/exits electronically and enters into program database.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly
- Assisted clients with complex situations by providing clear guidance on intake process and available services, resulting in increased understanding and engagement
- Self-initiated leadership activities to improve intake workflow, client assignment, and referral follow-ups.
- Mentored four newly onboarded Intake Specialists, enhancing team cohesion and operational efficiency.
- Communicated progress and performance of new staff to leadership, ensuring quality and accountability during their probationary period.
Office Clerk I
City of Hawthorne City Hall
09.2021 - 02.2023
- Managed Emergency Small Business/Microenterprise grant program
- Provide administrative support to Hawthorne Emergency Rental Assistance Grant Program
- Guide applicants through grant submission process, responding to applicant inquiries regarding grant policies and procedures as needed
- Prepare, type, and process program related documents and supplemental materials
- Record, manage, and update applicant records and reports, ensuring accuracy and compliance with program regulations.
- Managed incoming calls and correspondence professionally, ensuring timely responses to clients and colleagues alike
Family Services Specialist
Crystal Stairs, Inc. (CDE)
09.2018 - 04.2021
- Serve as point of contact for CSI families, advising them on available childcare programs and services; providing client support to successfully navigate through processes
- Manage client activities and changes for caseload of approximately 150+ clients, including: completing initial eligibility certification, processing enrollment, provide technical assistance and conducting recertification interviews
- Monitor cases for program compliance and ensure documentation is accurate, appropriate and complete, in addition to performing data entry for initial enrollment, changes and updates
- Act as liaison between parents, providers, government agencies and internal departments, providing recommendations and technical assistance as needed
- Answer client inquiries, resolve problems, and provide supportive referral services to families and providers regarding childcare options and other community resources by interfacing with internal and external organizations
- Assist in developing organization policies and procedures, ensuring that meet state and federal program requirements.
- Documented data and completed accurate updates to case records
Office Clerk
El Camino College
09.2017 - 08.2018
- Served as office support to college EOPS program administrators, who provided counseling, retention, and support to ECC students
- Appointed to EOPS First Generation Panel as student speaker at annual banquet
- Responded to student inquiries and assisted students with scheduling appointments, Canvas navigation, application assistance, class registration, student portal navigation, as well as additional requests as needed
- Assisted Student Success Coaches by retrieving and updating student files, and scheduling appointments as requested
- Responsible for general administrative duties and tasks, including: drafting correspondence, directing incoming calls, making copies, greeting walk-in clients, as well as distribution of mail, faxes, and deliveries.
- Maintained, organized, and cleaned office environment to boost staff productivity and overall morale
- Managed incoming calls and correspondence professionally, ensuring timely responses to clients and colleagues alike
- Processed incoming and outgoing mail and packages according to established procedures
- Utilized office management software to record and track customer information
Education
Associate of Arts - Social and Behavioral Science
El Camino College
Torrance, CA06.2018
Skills
- Microsoft Office Suite
- Database management
- Intake assessment
- Compassionate communication
- Critical thinking
- Records management
- Data entry and maintenance
- Problem solving
- Computer proficiency
- Organizational skills
- Customer service and support
- Stress management
- Program compliance
- Documentation accuracy
- Case management
- Mentorship
- Communication skills
- Time management
- Workflow optimization
- Follow-up skills
- Scheduling appointments
- Confidentiality and ethics
- Phone and email etiquette
- Compliance awareness
- Reading comprehension
- Written communication
- Data interpretation
- Quick learning
- Detail orientation
- Adaptability and flexibility
- Professionalism in interactions
- Telephone interviewing techniques
- Team collaboration
- Self-motivation strategies
- Applicant interviewing techniques
- Multitasking abilities
Accomplishments
- Letter of Commendation- Commendation for Exemplary Leadership and Commitment to Team Development
References
References available upon request.
Timeline
Senior Intake Specialist
US VETS INGLEWOOD
03.2023 - Current
Office Clerk I
City of Hawthorne City Hall
09.2021 - 02.2023
Family Services Specialist
Crystal Stairs, Inc. (CDE)
09.2018 - 04.2021
Office Clerk
El Camino College
09.2017 - 08.2018
Associate of Arts - Social and Behavioral Science
El Camino College
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