Nicole Massenburg
Wake County Human Services
Raleigh,NC
10
years of professional experience
1
Certification
Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instruction and classroom facilitation with more than 5 years of related experience and superior planning and time management abilities. Demonstrates problem-solving, critical thinking skills, including the ability to exercise good judgment.
Work History
Economic Benefits Trainer – Economic Sufficiency
4 Years 6 Months- Designs and delivers new hire and refresher trainings for staff in areas of Economic Benefits policy, technical navigation, communication, customer service, coaching and team building
- Train new employees in groups of 6 - 18 persons hired to fulfill various roles.
- Serving as subject matter expert and consultant to agency staff regarding interpretation of program-related federal, state and county regulations and policies
- Collaborate with subject matter experts to develop presentations and training materials
- Including, quick references and easy to follow guidance to improve departmental processes for new and experienced level staff
- Assist in development and implementation of specialized learning plans for staff who are having difficulty grasping concepts, policy, navigation, etc
- Maintain employee records, report employee progress and completion of training activities
- Prioritize, research and analyze policies and procedures to maintain consistent learning materials and deliver the most up to date information
- Monthly meeting participation to resolve department issues and take part in open discussions for quality improvements.
Team Lead – Economic Sufficiency
3 Years 6 Months- Works collectively with a group of Family & Children’s Medicaid Review Eligibility Team Leads to provide an advanced level of program assistance to clients and caseworkers by providing supervisory coverage, overseeing work quality, training, assigning work, etc
- Develop curriculum and conduct on-the-job training for new hire staff
- Facilitate On-The-Job Training, to include monitoring work performance and overall competency for case management duties
- Oversee and coordinate the Mentorship program, ensuring an efficient educational exchange between the Mentor and Mentee
- Lead project to cross-train Food and Nutrition case managers on how to accurately complete Family and Children’s Medicaid reviews
- Serves as Local Hearing Officer for Family and Children’s Medicaid Applications and Reviews
- Assist management with recruitment efforts by developing job specific interview questions and participating in group interview panels and candidate selection
- Conducts Rise and Shine sessions for case managers who exhibit the need for specialized assistance in their job performance
- Provides on-going support for new and experienced level case managers with both system and policy related questions
- Conduct Quality Assurance checks to ensure that work performed by staff is accurate, according to agency and policy standards and meeting timeliness deadlines
- Organize and schedule in-person and virtual team building activities and assist with employee appreciation events.
Case Manager– Economic Sufficiency
3 Years 9 Months- Assess the clients’ needs and determine eligibility according to agency standards to ensure processes and timeframes are maintained
- Process recertifications for Family and Children’s Medicaid Review, including Medical spend down program, Family Planning and North Carolina Health Choice
- Provide guidance and feedback as a mentor to new employees
- Point of contact for experienced level employees to assist with questions regarding Medicaid policies, procedures, and system functionality
- Developed information pamphlets to improve the clients’ knowledge of Medicaid programs, which decreased the number of incoming phone calls to case managers
- Planned and organized team building activities to improve employee morale and the overall work environment.
Loan Servicing Specialist– Escrow
8 Months- Responsible for properly servicing real estate loan accounts regarding taxes, insurance and escrows
- Assist members with understanding their escrow accounts and resolve issues to ensure that members maintain insurance on their homes
- Process payments for homeowner’s insurance and taxes to ensure bills are paid timely and within compliance and regulation standards
- Perform an escrow analysis for accounts that have a considerable increase or decrease in the client’s monthly payment.
Education
MBA - Human Resource Management
BBA - Business Administration
Skills
Curriculum Development & Planning
Process Development
New Employee Training
Proficient with Microsoft Office (Excel
PowerPoint
Word
MS Teams
Outlook)
Adult Learning Theories
Needs Assessment
Employee surveying
Group Instruction
Training material development
Strategic Planning
Certification
- Certified Trainer, Wake County Human Services - August 2022
- Wake County Professional Certification - January 2024
- Emerging Leadership Wake County Human Services, February 2024
Timeline
Economic Benefits Trainer – Economic Sufficiency
Wake County Human Services
04.2022 - CurrentRead More
Team Lead – Economic Sufficiency
Wake County Human Services
10.2018 - 04.2022Read More
Case Manager– Economic Sufficiency
Wake County Human Services
01.2015 - 10.2018Read More
Loan Servicing Specialist– Escrow
State Employees’ Credit Union
05.2014 - 01.2015Read More
Strayer University
MBA from Human Resource Management
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North Carolina Central University
BBA from Business Administration
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