Michelle Brown
Staten Island,NY
Summary
Experienced hardworking professional with over 30 years of dedicated service with Human Resources Administration/Department of Social Services. Successfully provided high productivity efficiently and timely ensuring the highest quality of customer service. Highley motivated and eager to lend combined knowledge and skills to enhance work performance. Operating well in both individual and staff capacities with a passion for growth and efficiency.
Overview
35
35
years of professional experience
Work History
Principal Administrative Associate I
HRA/DSS Special Services
03.2015 - Current
- Supervise activities of staff who determine eligibility for a population with a special medical condition
- Monitors status of work assignments relating to the caseload system, by checking compliance with deadlines/recording extenuating circumstances, to report progress/ facilitate initiation of corrective action
- Coordinates the work of two or more individuals/ units/ agencies, by providing direction/ facilitating good working relationships/ conveying information/ promoting cooperation to enhance achievement of mutual interdependent work objectives
- Optimized workspace layout to promote productivity while adhering to safety standards and regulations.
- Resolved conflicts among staff members efficiently, fostering a positive work environment built on mutual respect.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Principal Administrative Associate I
HRA/ Supplemental Nutrition Assistance Program
10.2012 - 03.2015
- Supervise the activities of staff who determine Food Stamp eligibility
- Approve/disapprove ES application/case decisions by reviewing case records
- Review/sign authorization documents
- Monitor the productivity/work quality of the ES in maintaining quality standards.
Eligibility Specialist IV –Assistant Supervisor
HRA/ DSS Special Services
02.2012 - 09.2012
- Perform all duties of an ES III listed below
- Reviewed and approved all work from all the Eligibility Specialist III to ensure all work was processed accurately
- Improved communication efficiency as a primary liaison between staff members in clients, as needed.
Eligibility Specialist III
HRA/DSS Special Services
08.2008 - 02.2012
- Responsible for determining eligibility for the Public Housing Program which included income, support, immediate and emergency housing services, Medicaid, and SNAP benefits
- Interviewed clients with a special medical situation and assisted with individualized services that benefited the specific needs of these clients
- Contacted landlords/ agents and other agencies/ officials to obtain or maintain suitable housing for clients/ applicants to ensure the correct processing of all housing actions such as rent increases, change of address, rent advances, and re-locations.
Eligibility Specialist II
HRA/ Supplemental Nutrition Assistance Program
03.1994 - 08.2008
- Interviewed applicants/participants using Agency's standard procedures and forms in order to elicit information for making an eligibility determination
- Prepared financial budgets in order to determine eligibility for SNAP benefits
- Handled complex correspondence, telephone inquiries and face-to-face inquiries.
Office Associate
HRA/ Supplemental Nutrition Assistance Program
10.1991 - 03.1994
- Corrected errors incurred by eligibility specialist and supervisors
- Completed essential reports
Office Aid III
HRA/ Supplemental Nutrition Assistance Program
10.1989 - 10.1991
- Responsible for processing HRA Federal and State statistical reports
- Performed various administrative duties.
Education
B. A. of Arts - Social Sciences
College of New Rochelle
05.2003
Skills
- Microsoft Office
- Policies and Procedures Adherence
- Staff Training
- Call Center Operations
- Records Maintenance
- Multitasking and Time Management
- POS systems expert
- Eligibility Determination
- Interviewing Skills
- Friendly, Positive Attitude
Accomplishments
Monitored daily reporting of eligibility cases to ensure agency responsiveness and the elimination of errors in determining eligibility. Decreased errors by 85% per year.
Provided individual counseling to hundreds of individuals per year regarding their eligibility for financial , medical , and food benefits based on their specific needs with professionalism , accuracy , and efficiency.
Proven track record of conflict resolution with employee and client relations resulting in productive and satisfactory outcomes.
Timeline
Principal Administrative Associate I
HRA/DSS Special Services
03.2015 - Current
Principal Administrative Associate I
HRA/ Supplemental Nutrition Assistance Program
10.2012 - 03.2015
Eligibility Specialist IV –Assistant Supervisor
HRA/ DSS Special Services
02.2012 - 09.2012
Eligibility Specialist III
HRA/DSS Special Services
08.2008 - 02.2012
Eligibility Specialist II
HRA/ Supplemental Nutrition Assistance Program
03.1994 - 08.2008
Office Associate
HRA/ Supplemental Nutrition Assistance Program
10.1991 - 03.1994
Office Aid III
HRA/ Supplemental Nutrition Assistance Program
10.1989 - 10.1991
B. A. of Arts - Social Sciences
College of New Rochelle