Nancy Santiago
New York,NY
Summary
Motivated clinical professional with a commitment to top tier performance, Strong leadership, and motivational skills in addition to a focus on client satisfaction. Maximize quality assurance through compliance and regulatory guidelines and training initiatives. Unwavering commitment to client needs, with the ability to build productive relationships, and resolve complex issues.
Overview
20
20
years of professional experience
1
1
Certification
Work History
DCP FTC Manager
NYC Administration for Children's Services
New York, NY
04.2023 - Current
- Facilitated monthly meeting related to field operation to track progress over time
- Provide technical guidance on complex projects involving child welfare and child protection system
- Resolved conflicts between employees and provider agencies by providing sound judgement based on established social service laws, policies, and protocols
- Initiated corrective action, when necessary, to maintain departmental and agency integrity while ensuring compliance with applicable social services regulations and policies
- Spearhead the citywide multi - disciplinary team conference for children/youth who are at risk for voluntary placement internally within ACS and to external city agencies and provider agencies
- Manage citywide data of children at risk for MDT voluntary process and CRMS which is shared with ACS leadership across divisions, providing comprehensive reports to leadership regarding trends and data
- Utilized data analytics techniques to identify areas of improvement
- Collaborate closely with Office of information technology on program development of conference referral management system (CRMS) application used widely by Division of Child Protection
- Developed training modules and provide professional development for all level staff from front line to leadership; Trained upwards of 4000 staff members
- Led as divisional point person on family team conferencing policy, and how it intersects with policies cross-divisional within ACS, NY State OCFS, and Federal AFC
- Interface and collaborate closely with ACS divisions and community stakeholders regarding conferencing policy that affect the outcomes of children and families we serve
- Represent FTC in agency executive level meetings to contribute information on FTC policies and report back any divisional program and policy changes that intersect with FTC
- Prepare and provide report to FTC Leadership when involving a critical incidence or fatality of a child(ren)
- Clinically assessed children at risk for placement within child welfare continuum, and provide most appropriate level of care that meets the needs of child or youth.
Policy Compliance Analyst
NYC Administration for Children's Services
New York, NY
11.2018 - 04.2023
- Led ACS & Provider agency workgroup by using a decision-making process identified the critical matters affecting provider agencies conferences and engagement of families
- Enabled the group to collaborate on policy changes within conferencing and business practice issues which guided the group towards resolutions for the benefit of children and families citywide
- Work directly with FTC Managers/ACS content experts to determine the appropriateness of MDT request to avert placement; lead the members to identify alternative clinical resources to construct a safety plan for the child
- Responsible for managing the citywide FTC inquiry mailbox open to all ACS division, ACS contracted agencies, and community stakeholder where inquiries are received and responded in a timely manner
- Tracking of FTC conferencing data from inquires received concerning agency policies, providing an analysis of the findings; impart divergent way of best-case practice; report findings to cross-divisional leadership
- Provide support in editing of FTC interim policy, responsible for creation of innovative new resource tools/tip sheets for FTC staff and Provider agencies for further professional development of staff
- Attend and observe integrated FTC conferences while using a compliance lens to ensure the six stages of conferences were appropriately performed ensuring the fidelity of FTC program
Education Advocate
NYC Administration for Children's Services
NY, NY
11.2008 - 10.2018
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Applied effective time management techniques to meet tight deadlines.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Provided professional services and support in a dynamic work environment.
Senior Education Coordinator /Academic Achievement Specialist
Graham-Windham Foster Care Preventive Agency, Inc.
New York, NY
08.2005 - 11.2008
- Implemented strategies to improve the academic outcomes of at-risk children in foster care and receiving preventive services ensuring child well-being
- Provided advocacy for children and youth special education services and assess for appropriateness of program from ages birth to 21 during CSE, CPSE review meetings as well as resolution meetings in the best interest of the child
- Represented children and youth during Superintendent Suspension hearing as well as advised parents on due process rights and procedures of the DOE
- Improved and provided professional development workshops to agency staff, biological, and foster parents on the policies, programs, and services of the DOE, DOHMH Early Intervention Program
- Provided educational information and policies during 72-hour post removal conferences when children were assigned to agency
- Maintained agency presence at the DOE district offices, enrollment sites, and Committee on Special Education (CSE) offices throughout the Bronx and Manhattan
- Assisted with the Supervision, recruitment, retention, and training of Education Coordinator and part-time tutors
- Improved the oversight on the enrollment of tutorial services to assure progress and assess child's future need of assistance
- Managed the fiscal billing of tutoring and devised reports for payment of services to tutorial companies
Pre- Vocational Instructor& Counselor
Contemporary Guidance Services, Inc.
New York, NY
05.2005 - 08.2005
- Responsible for teaching the consumers life skill concepts, interpersonal skills, and relevant workplace skills that could benefit consumers in their professional development
- Prepared daily lesson plans teach curriculum-based program, while having the ability to revise curriculum as seen necessary and for the best interest of the consumers
- Accountable for case management of consumers within program and reporting out to New York State VESID
- Assessing consumer's progress to further develop consumers work portfolio and marketable skills for future job growth
- Substitute Instructor of programs consisting of Retail Merchandising, Childcare, Hospitality, Food Service, Office and Computer Technology
- Worked collaboratively in a team approach with members of staff - Supervisors, Clinical staff, and Job Developer involved with the consumers to comprehensive assist consumers
Education
Master of Social Work -
Silberman School of Social Work, Hunter College
New York, NY09.2015
Bachelor of Art - Sociology, Education
The City College of New York
New York, NY05.2003
Associate in Applied Science - Early Childhood Education
Borough of Manhattan Community College
New York, NY06.1999
Skills
- Field Operations
- Strategic Initiatives
- Program Development & Management
- Operational Planning
- Staff Meetings
- Program Leadership
- Crisis Intervention
- Clinical assessment
- Program Reporting
- Data Analytics
Certification
- NYS Licensed Master Social Work License, 102788
- Seminar Training in Field Instruction (SIFI)
References
References provided upon request
Languages
Spanish, Bilingual-Fluent
Timeline
DCP FTC Manager
NYC Administration for Children's Services
04.2023 - Current
Policy Compliance Analyst
NYC Administration for Children's Services
11.2018 - 04.2023
Education Advocate
NYC Administration for Children's Services
11.2008 - 10.2018
Senior Education Coordinator /Academic Achievement Specialist
Graham-Windham Foster Care Preventive Agency, Inc.
08.2005 - 11.2008
Pre- Vocational Instructor& Counselor
Contemporary Guidance Services, Inc.
05.2005 - 08.2005
- NYS Licensed Master Social Work License, 102788
- Seminar Training in Field Instruction (SIFI)
Master of Social Work -
Silberman School of Social Work, Hunter College
Bachelor of Art - Sociology, Education
The City College of New York
Associate in Applied Science - Early Childhood Education
Borough of Manhattan Community College
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