Mildred Roby
Milwaukee,WI
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
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Certification
Work History
ADRC Professional– Information and Assistance
Milwaukee County Aging & Disability Services
Milwaukee, WI
2021 - Current
- The ADRC Professional position is a majority telephone-based navigator role
- I&A ADRC Professionals are responsible for completing approximately 600 calls per month providing information and assistance to customers
- The objective of this position is to communicate effectively with callers to assess their situation, provide accurate information on resources that can help them meet their needs, complete referrals to internal and external providers, and to follow-up with customers to ensure the information provided was sufficient to remain safe and healthy in the community
- I&A ADRC Professionals are intended to be a county-wide source of unbiased, factual information to help older adults and adults with disabilities get information and assistance on resources to help them navigate the complex world of long-term care, financial assistance, and any other resource that may help them
- Meet with approximately 20 customers presenting as walk-ins monthly
- I&A must be provided in a manner convenient to the customer including, but not limited to, in-person at the person’s home or at the ADRC as an appointment or walk-in, over the telephone, virtually, via email, or through written correspondence.” Assess customer situation, needs, urgency of need, and preferences
- Identify resources to meet customer needs based on customer demographics, goals, and resource eligibility
- Communicate complicated information in a manner understood by customers who often have cognitive or physical disabilities
- Complete follow-up contacts to ensure customers’ needs were met
- Work from community sites as needed, such as senior centers, housing sites, and high schools
- Complete referrals and collaborate based on customer needs
- Utilize motivational interviewing to identify long-term and short-term care needs
- Complete thorough and accurate internal and external referrals on customer’s behalf to support No Wrong Door customer service
- Communicate and collaborate with internal and external professionals to facilitate comprehensive service coordination and information and assistance
- Research customer and resource information
- Be knowledgeable of and make use of multiple systems to facilitate customer service: Forward Health, FSIA, CARES, online resource databases, MIDAS
- Document all interactions and time
- Accurately and thoroughly document each interaction with customers in the case management system with case notes and encounter reports
- Maintain confidentiality
- Update customer records as needed with current demographics
- Maintain comprehensive knowledge of resources and eligibility
- Research information on public/private providers and programs to provide accurate and current information to customers on resource eligibility, cost, service descriptions, and method to apply/receive services
- Maintain current knowledge on various types of Medicaid eligibility including Community Waivers, Institutional, and Medicare Savings Programs
- Participate on teams or committees for department accountability and improvement
- Based on departmental and customer need, participate on internal and external work groups, process improvement projects, county initiatives, and outreach events/activities
- Contribute to Best Practice discussions regarding processes, case consultation, and services
- Complete steps of state-mandated Options Counseling
- As the first-person customers speak to when contacting the ADRC, provide a warm welcome, explain confidentiality, assess need for Options Counseling, explain Options counseling, and identify willingness to participate
- Determine what, if any, communication support or assistive devices are needed to proceed with Options Counseling
- Clearly case note all content discussed to meet standards of the State of WI
- Perform all other duties as assigned.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Planned and completed group projects, working smoothly with others.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Maintained schedule of class assignments to meet deadlines.
- Coordinated with other human service providers to ensure continuity of care for clients.
- Maintained accurate records of client interactions including assessments, progress notes, referrals.
- Ensured compliance with applicable laws and regulations governing the provision of human services.
- Participated in local task forces or committees focused on improving access to human services within the community.
- Served as resource to clients and community partners to increase program usage.
- Attended meetings and participated in staff development training activities.
- Interviewed applicants to verify information eligibility for public assistance.
- Discussed rights and responsibilities associated with public assistance with applicants.
- Completed accurate legible documentation for client profile as outlined by policy, reports and observations.
- Conducted assessments of family strengths, needs and barriers.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Connected individuals with relevant community resources and coordinated referrals.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Performed assessments to determine individual limitations and strengths.
- Maintained accurate records and documented client data in company databases.
- Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
- Prepared patients for self-management and decision-making responsibilities.
- Collaborated with social workers to support patients.
- Worked closely with disabled or impoverished individuals to locate helpful financial resources and community programs.
- Made referrals to utilize community resources for resident's needs.
- Interviewed potential clients, collecting personal information to determine eligibility for social assistance.
Parking Enforcement Officer
City of Milwaukee
Milwaukee, WI
- Enforce parking regulations utilizing computerized citations
- Provide excellent customer service to irate and sometimes intoxicated citizens
- Calmly and professionally explain violations, policy and procedures, grievance options and contact information
- Provide communication assistants with accurate vehicle information for towing
- Develop Incident Reports as requested by supervisors
- Maintain documentation of daily activity, citizen contact, citizen complaints, dispositions and pertinent information.
- Patrolled assigned areas to identify illegally parked vehicles and issued citations.
- Conducted investigations of complaints regarding parking violations.
- Educated the public on parking rules and regulations.
- Maintained records of all ticketing activities, including vehicle identification numbers.
- Enforced handicapped parking regulations in designated areas.
- Monitored parking lots for unauthorized vehicles or suspicious activity.
- Responded to inquiries from the public regarding parking regulations and restrictions.
- Assisted with traffic control at special events as needed.
- Performed daily inspections of assigned patrol car to ensure proper operation and maintenance.
- Investigated accidents involving parked vehicles for insurance purposes.
- Utilized two-way radio communication to receive instructions from dispatch personnel.
- Prepared detailed reports outlining enforcement activities, findings, and recommendations.
- Provided assistance to stranded motorists when necessary.
- Identified and impounded abandoned vehicles according to established procedures.
- Placed warning notices on windshields of illegally parked vehicles.
- Attended court hearings related to ticketing violations.
- Initiated contact with tow truck operators when appropriate.
- Resolved customer disputes concerning tickets or fines incurred.
- Interacted professionally with other law enforcement agencies as needed.
Office Manager
Lowe One Trucking LLC
- Prepared payroll and invoices for quarterly taxes
- Dispatched drivers to work sites along with work orders, site locations, contact person information, job description and hours
- Answered phones
- Faxed, copied and scanned paperwork
- Organized and maintained filing system
- Accepted and prepared packages
- Organized meetings, managed databases, booked accommodations, ordered stationery and furniture, dealt with correspondence, complaints and queries, prepared letters, presentations and reports.
Safety Assistant
Milwaukee Public Schools
- Provide a secure learning environment that makes students feel safe
- Utilize training and tools to prevent crime and disruptions including Non-Violent Crisis Prevention and Intervention, district policies and procedures, student rights and responsibilities, school safety standard operating procedures, first aid, AED and CPR; bullying prevention, gang abatement and customer service
- Cooperate/collaborate with school staff and administration and assist in formulating safety plans
- Coordinate weapon scans, locker inspections, K-9 searches, lockdown drills and safety assessments
- Remain professional; use sound judgment; problem solve and maintain effective school involvement, be in uniform and carry an ID at all times
- Conduct and file thorough investigations in a timely manner; abide by MPS School Board Employee Rules of Conduct; respond to emergencies; provide crowd control and sign in/out equipment as necessary.
Basketball Official
Milwaukee Public Schools
- Officiate Men’s Municipal Recreation League, boy’s and girl’s middle school level leagues, and high school level games leagues and tournaments.
Unemployment Benefits Specialist
Wisconsin Department of Workforce Development
Milwaukee, WI
- Adjudicate, investigate, determine and render disputed claimant eligibility decisions according to State and Federal Unemployment Compensation law
- Focused on the least complex Unemployment Insurance claims, which included those that required a vast knowledge of Unemployment Insurance law, such as claims that require the investigation of separation issues
- Reviewed all cases carefully to ensure that the requalifying wages are correct and the employer no response cases were documented correctly
- Completed rebuttal calls when there was contradictory information from the parties
- Reviewed all notes to make sure all information was included in the statements
- Reviewed all documents to determine if the party has already failed to respond to requests for information before making phone calls
- Provide professional and courteous customer service to sometimes upset and irate individuals
- Explain complex unemployment laws and decisions regarding findings and keep calm during the phone calls
- Advise claimants of their rights and access to file an appeal
- Generated individualizations that were specific to the cases reviewed
- Reviewed case to make sure all relevant documents were attached
- Prepared Rationales that explained findings.
Income Maintenance Specialist (IMS) II
Wisconsin Department of Health Services
- Responsible for eligibility determination, redetermination and financial planning services for applicants in local, state and federal public assistance programs
- Duties include conducting interviews, answering questions gathering relevant information and entering data into computer system
- Initiating collateral contacts for information and verification; maintained case records by filing changes, making entries reported by clients and completing reviews
- Managed case load of 2000, including Food Share, Badgercare, Medicaid, Elderly Blind and Disabled and Childcare
- Provided thorough customer service both in person and via call center
- Assisted irate customers with initial applications, interviews, 6-month reviews, troubleshooting case problems, case verification and new rule interpretation.
Health Care Outreach Specialist
Community Advocates, Inc.
- Provided a wide variety of community resources for clients in Milwaukee County
- Enrolled clients in Badger Care Plus, GAMP and Food Share Programs while providing excellent customer service to clients with mental health issues, cultural, educational and language barriers and sometimes irate
- Participate on Health Watch, Enrollment Process Improvement and Badger Care Plus Task forces and committees
- Worked closely with supervisor on all outreach plans and partner trainings
- Developed and maintain accurate and confidential client files
- Enter client data in ETO system
- Monitored Medline call and referral resource hotline 13 times per month
- Set up and organized exhibit booths at events.
Advancement Director, St. Leo & St. Rose Catholic Urban Academy’s
Archdiocese of Milwaukee
Milwaukee, WI
- Fostered positive relationships with principals, teachers, staff, students, parents and volunteers
- Improved admissions policies and procedures, recruit additional students and retain existing families
- Cultivated grants, proposals, funding reports, annual Mission Talks and the biannual newsletter
- Scheduled, organized, marketed and facilitated school/alumni events including fundraisers, parent meetings and committees, community events, open houses, dances, guest speakers, Starlight program activities, and field trips
- Represent Academies on Catholic Urban Academy Board, at information and education fairs, at annual festivals & booths, to neighborhood parishes and churches, on committees and coalitions, and at faculty meetings
- Worked with public in challenging areas which meant going into neighborhoods and speaking to individuals face to face and always maintaining a calm and professional demeanor
- Developed meaningful relationships with people and focused on educational needs of children and families
- Customer service was essential to success of role.
- Collaborated with senior leadership to set long-term objectives for the company.
- Coordinated resources across departments to maximize productivity levels.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Prepared presentations for board meetings summarizing key developments within the company.
- Cultivated and maintained relationships to promote positive work culture.
- Developed and presented new ideas and conceptualized new approaches and solutions.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Formed and sustained strategic relationships with clients.
- Implemented campaigns and promotions to help with developing goods and services.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Established relationships with vendors and suppliers to secure favorable terms for materials or services.
Director of Family Development
Silver Spring Neighborhood Center
Milwaukee, WI
- Customer service skills were indispensable to this position
- Community partnerships were developed, funding source contacts were introduced, staff relationships were built, and client trust was established
- Developed, coordinated, implemented and evaluated programming goals, objectives, and outcomes
- Identified and prepared grants and proposals
- Organized, updated and maintained demographic data and information related to grants
- Reported regularly to Board of Directors
- Negotiated, monitored budgets and completed reports for contracted programs and services
- Supervised 30 full and part time staff including volunteers and graduate student interns
- Conducted staff and volunteer recruitment, screening, interviewing, hiring, orientation, training, evaluation and recognition
- Developed and/or maintained data system, personnel files, policy and procedure manuals, job descriptions and other agency communications
- Assisted in organizing staff retreats, annual United Way Campaign, and fund raisers
- Organized and facilitated staff meetings along with other professional development staff training
- Represented agency on citywide coalitions, task forces, steering committees and as a community board member
- Worked closely with management team to strategize short- and long-term goals for continued organizational growth
- Provided leadership and actively participated on several interagency committees.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Collaborated with senior leadership to set long-term objectives for the company.
- Recruited, trained, supervised, evaluated and mentored staff members.
- Identified opportunities for improvement in operational performance metrics.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Coordinated resources across departments to maximize productivity levels.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Prepared presentations for board meetings summarizing key developments within the company.
- Assessed employee performance against established benchmarks or targets.
- Facilitated collaboration between teams by encouraging open communication channels.
- Recruited, hired and trained employees on operations and performance expectations.
- Cultivated and maintained relationships to promote positive work culture.
- Guided and motivated staff to drive maximum performance.
- Developed and presented new ideas and conceptualized new approaches and solutions.
- Analyzed problematic situations and occurrences to provide solutions and facilitate company survival and growth.
- Coordinated activities with other departments to expedite work and improve interdepartmental performance.
- Supported work-life balance to improve staff morale.
- Generated reports to review data and issue corrective actions for improvements.
- Met with stakeholders to address issues and implement solutions.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Formed and sustained strategic relationships with clients.
- Implemented campaigns and promotions to help with developing goods and services.
PALS Program Coordinator
Children’s Service Society of WI
Milwaukee, WI
- Excellent customer service, a lot of time and individual attention was essential in attracting dedicated volunteers to this program
- The average volunteer stayed with the program 7 years
- Recruited 28 volunteers
- Supervised, recruited, interviewed, screened, trained, evaluated and recognized all program volunteers
- Identified, recruited, and organized parenting classes for young parents aged 13-23
- Marketed program through area newspapers, schools, hospitals, organizations and community presentations
- Identified host sites, fostered collaborative partnerships and scheduled parenting classes throughout the community
- Collected demographic data, maintained participant records and analyzed statistical information for reports
- Reviewed and revised curriculum and facilitated classes as needed
- Provided ongoing training for volunteers through monthly in-services and workshops
- Represented agency on committees, task forces, and coalitions.
- Served as a liaison between external organizations and partners involved in delivering programming services.
- Developed and implemented program activities according to established goals and objectives.
- Provided guidance and support to program participants in navigating resources, services, and opportunities.
- Managed the day-to-day operations of the program, ensuring compliance with applicable policies and regulations.
- Coordinated meetings with stakeholders to ensure effective implementation of program initiatives.
- Maintained up-to-date records related to program activities.
- Ensured timely completion of project deliverables within budget constraints.
- Prepared reports on progress towards program goals for management review.
- Participated in the development of new programs or modifications to existing programs.
- Conducted research into best practices for program delivery, including methods for increasing efficiency and effectiveness.
- Evaluated performance data against established objectives to measure success of programs.
- Assisted in developing training materials and providing instruction on how to use them effectively.
- Facilitated communication between team members by organizing regular meetings and conference calls.
- Monitored program budgets, expenditures, and resource utilization while making recommendations as needed.
- Analyzed data collected from surveys, focus groups, interviews, regarding the effectiveness of the program.
- Organized special events related to the promotion or awareness of the program's mission or purpose.
- Responded promptly to inquiries from stakeholders concerning various aspects of programming initiatives.
- Identified areas where improvements can be made in order to increase efficiency or effectiveness.
- Scheduled and developed program activities in accordance with program needs.
- Collaborated with community leaders, organizations and public agencies to promote programs within community.
- Facilitated educational workshops, meetings and conferences associated with program.
- Delegated tasks to staff and volunteers during daily activities and organized events.
- Prepared periodic reports, financial statements and records on program activities, progress and status for management.
- Evaluated program effectiveness to develop improved methods.
- Conducted research and planning necessary to assist with program evaluation, assessment, and annual reports.
- Explained program offerings and requirements to participants and answered related questions.
- Developed and implemented new program features to address needs.
- Conducted research and engaged in collaborative grant development efforts to support program needs and innovations.
- Developed brochures, newsletters and flyers to create promotional literature for program.
- Reviewed applications and documentation independently or in conjunction with supervisor to make decisions pertaining to programs.
- Utilized appropriate promotional or marketing methods to recruit program participants, members and volunteers.
- Facilitated program development and launch via strategic resources allocation.
- Administered budgets and monitored expenditures to keep program operations aligned with budget targets.
- Logged program activities and maintained official station records for internal use and government review.
- Created and implemented new programming ideas to keep station relevant and growing.
- Organized event coverage to match community expectations and achieve ratings gains.
- Monitored programming regularly to check relevance, compliance with station guidelines and alignment with FCC regulations.
- Checked programs and schedules for accuracy and issued releases to local media outlets.
Education
M.S.W. Social Work & Social Welfare - Social Services
University Wisconsin Milwaukee
Milwaukee, WIBachelor of Science - Social Work
Mundelein College
Chicago, ILSome College (No Degree) - Liberal Arts and General Studies
McHenry County Junior College
McHenry, ILSkills
- Written Communication
- Organizational Skills
- Dependable and Responsible
- Excellent Communication
- Teamwork and Collaboration
- Problem-Solving
- Relationship Building
- Troubleshooting
- Task Prioritization
Certification
- WI State Certified Social Worker, 2909-120, 12/2023
- WIAA- Certified Basketball Official
- CPR AED & FIRST AID Certified, WI046430
- AIRS Certified-Community Resource Specialist, 12/2023
Timeline
ADRC Professional– Information and Assistance
Milwaukee County Aging & Disability Services
2021 - Current
Parking Enforcement Officer
City of Milwaukee
Office Manager
Lowe One Trucking LLC
Safety Assistant
Milwaukee Public Schools
Basketball Official
Milwaukee Public Schools
Unemployment Benefits Specialist
Wisconsin Department of Workforce Development
Income Maintenance Specialist (IMS) II
Wisconsin Department of Health Services
Health Care Outreach Specialist
Community Advocates, Inc.
Advancement Director, St. Leo & St. Rose Catholic Urban Academy’s
Archdiocese of Milwaukee
Director of Family Development
Silver Spring Neighborhood Center
PALS Program Coordinator
Children’s Service Society of WI
M.S.W. Social Work & Social Welfare - Social Services
University Wisconsin Milwaukee
Bachelor of Science - Social Work
Mundelein College
Some College (No Degree) - Liberal Arts and General Studies
McHenry County Junior College