Monique Hernandez

Facilitated collaboration among staff, families, community agencies, and service providers to enhance program engagement. Fostered partnerships with community organizations to support program objectives. Identified funding sources and explored opportunities for agency growth. Monitored data systems to ensure compliance with program requirements. Prepared and submitted reports as required. Trained staff on advocacy practices to address individual needs and ensure access to services.

Ensures staff documentation is completed as outlined in CBI Policy and Procedure.
• Monitors member files to ensure accuracy and in accordance with funder requirements.
• Ensures Incident Reports and/or Significant Events are completed and submitted, prior to the conclusion of the shift where the incident occurred, as specified in Community Bridges Policies and Procedures.
• Other duties as assigned by supervisory and/or administrative support.

• Educate, guide, support Housing Navigators on day-to-day job duties, and adhere to CBI policies, and procedures
• Coordination of care between Navigators, and various Community agencies on support for client’s stability from unhoused to house with case-by-case options of Mental/Behavioral/Substance services

• Provide support/train shelter staff on case plans
• Update clients progress in excel roster, and dashboard.
• Intakes/ discharges management
• Update clients profiles, and HMIS data for TPCH
• Schedule, and reminders on all clients appointments
• ART meetings for clients with case managers, Probation officers, and clinical team
• Assist Navigator staff as support on all job duties

• Provided encouragement and support to clients to assist them in maintaining sobriety and identifying strengths.
• Worked with members to solve conflicts.
• Guide external challenges such as assistance in finding housing, helping connect with community resources, and public transportation.
• Assist clients with sustaining goals, basic living needs including hygiene, nutrition, and healthy activities.

• Provided encouragement and support to peers to assist them in maintaining sobriety and identifying strengths.
• Worked with peers to solve conflicts.
• Guide external challenges such as assistance in finding housing, helping connect with community resources, and public transportation.
• Assist peers with meeting basic living needs including hygiene, nutrition, and healthy activities.

• Use problem solving skills to re-evaluate the client’s business needs and work towards retaining their contract with the organization.
• Investigate, stargaze, and present to the business owner how to obtain and maintain contract with bids with government, big box stores, and small business owners.
• Provide excellent customer service skills and used skills from previous position to deescalate unsatisfied customers.
• Supervising coaching for collections and customer service.
• Guide and motivated customer service and collection service agents to achieve and maintain daily, weekly, and monthly goals.
• Calculate and evaluate agents’ production and present outcome directly managers, CEO, CFO, and owner of the agency.
• Took over call from agents with irate customers and deescalated the situation.