Nicole Thorstenson
11148 Olson Rd. Harris,Minnesota
Summary
Successful in determining eligibility and resolving complex cases. Works professionally with clients to develop and implement successful strategies for maximizing services and benefits. Skilled in problem-solving and identifying solutions meeting clients' needs.
Overview
24
24
years of professional experience
Work History
Financial Eligibility Worker
CHISAGO COUNTY HEALTH & HUMAN SERVICES
11.2020 - Current
- Determine eligibility for each program (CCAP, SNAP, MA and EA) and process and approve cases in accordance with State and Federal regulations and policies.
- Assist clients and child care providers with Child Care Assistance Program (CCAP) questions regarding program rules, policies and billing practices.
- Act as a resource person by maintaining a working knowledge of community and area resources and referral processes.
- Interview clients to obtain information to substantiate independent decisions of eligibility determinations.
- Inform client of rights and responsibilities and assist client in accurately completing forms (i.e., clarify questions).
- Review all forms for accuracy and completeness.
- Follow up by requesting necessary documentation.
- Explain agency services and other community programs and services available and make referrals as appropriate.
- Set up case files in MEC2 and MAXIS, maintain complete and accurate case records.
- Determine eligibility for each program (CCAP, SNAP, MA and EA) and process and approve cases accordingly.
- Review forms for completeness, accuracy and changes such as income, resources, people entering or leaving the home, signature and date.
- Act upon any changes in circumstances and make sure all income and resources are verified and documented.
- Enter accurate computer data into MEC2 and MAXIS, determine if results are correct, and approve within required time constraints.
- Complete necessary correspondence and file documentation, exercising judgment and discretion in evaluating each case.
- Determine caseload priority, utilizing procedures and techniques to manage combination caseload in multiple systems.
- Acquire and retain thorough knowledge of all programs by researching and interpreting all written materials (manuals, written bulletins, Poli Temp, emails and memos).
- Attend program specific training and share information with other workers.
- Obtain thorough understanding of income tax returns, financial statements, business ledgers, contract for deed, burial contracts, purchase agreements, trust accounts and other legal documents.
- Maintain a good working relationship with clients, co-workers, and supervisors.
Office Support Specialist
CHISAGO COUNTY HEALTH & HUMAN SERVICES
06.2020 - 11.2020
- Act as receptionist, answer phones and greet all clients and visitors.
- Provide information to clients regarding financial assistance programs within county.
- Look up client information in MAXIS in order to route calls accordingly.
- Receive client paperwork from various sources and route appropriately in a timely manner.
- Review and pend Income Maintenance Department applications in MAXIS, assign case to worker, case note and email worker to provide application details.
- Schedule appointments with clients on behalf of Financial Workers as needed.
- Scan and file documents electronically into OnBase system.
- Create packets, other resources and informational materials for clients.
- Order applications, forms and materials as needed from the DHS office.
- Facilitate client transfers to other counties. Burn client files on CD and mail to appropriate county or upload client files to zip folder and send electronically to the appropriate county.
- Take payments and provide receipts for payments, such as child support and MA-EPD.
- Sort and distribute incoming mail.
- Process and scan paperwork as needed for the Income Maintenance Department, insuring paperwork is delivered to the appropriate case worker.
- Process EBT card transmittal for clients who are new to the SNAP program.
- Post outgoing mail when backing up Case Aide.
- Keep literature in lobby stocked and updated for visitors.
Administrative Assistant/Order Entry
ENVIRONMENTAL STONEWORKS
10.2016 - 07.2020
- Coordinate Office Administration services, which may include clerical and support services, printing, mail distribution and messenger services, facility maintenance, equipment maintenance, supplies, vendors, and security.
- Respond to customer needs providing timely feedback regarding all scheduling and related issues.
- Maintain all job files and database systems supporting the installation and inventory process.
- Processing 75-100 work orders daily, back charges, sign offs, and other paperwork and instructions to others for all installation jobs.
- Maintained accuracy rate average of 99.9%.
- Support Installation and Production teams in response to installation orders, completion of warranty work, special material requests, and time-sensitive issues including materials needed.
- Organize and maintain all sales proposals and customer plan data on company shared drive.
- Assist and support the departments of Installation, Payroll, Order Entry, Invoicing, Accounts Receivable and Payable.
- Create and send invoices to builders and dealers for products and installation.
- Process inventory daily (in database) as products are produced and as products leave the plant.
- Create purchase orders for sub-contractor labor and other services.
Rural Carrier (substitute)
UNITED STATES POSTAL SERVICE
04.2016 - 06.2016
- Obtain signed receipts for registered, certified, and insured mail; collect associated charges; and complete any necessary paperwork.
- Sort mail for delivery, arranging it in delivery sequence.
- Deliver mail to residences and business establishments along specified routes by walking and/or driving, using combination of satchels, carts, cars, and small trucks.
- Return to post office with mail collected from homes, businesses, and public mailboxes.
- Turn in money and receipts collected along mail routes.
- Sign for cash-on-delivery and registered mail before leaving post office.
- Hold mail for customers who are away from delivery locations.
- Record address changes and redirect mail for those addresses.
- Leave notices telling patrons where to collect mail that could not be delivered.
- Meet schedules for collection and return of mail.
ParaProfessional/Educational Assistant
PILLAGER SCHOOLS - ISD 116
09.2011 - 06.2015
- Coordinate placement of students with special needs into mainstream classes.
- Confer with parents, guardians, teachers, counselors, or administrators to resolve students' behavioral or academic hurdles.
- Employ special educational strategies or techniques during instruction to improve development of sensory- and perceptual-motor skills, language, cognition, or memory.
- Develop or implement strategies to meet the needs of students with a variety of disabilities.
- Encourage students to explore learning opportunities or persevere with challenging tasks to prepare them for later grades.
- Establish and enforce rules for behavior and procedures for maintaining order among students.
- Instruct special needs students in academic subjects, using a variety of techniques, such as phonetics, multisensory learning, or repetition to reinforce learning and meet students' varying needs.
- Observe and evaluate students' performance, behavior, social development, and physical health.
- Plan or supervise experiential learning activities, such as class projects, field trips, demonstrations, or visits by guest speakers.
- Teach socially acceptable behavior, employing techniques such as behavior modification or positive reinforcement.
- Maintain accurate and complete student records as required by laws, district policies, or administrative regulations.
- Performed clerical, secretarial, and instructional duties as assigned by certified staff.
- Maintained a safe working environment and encouraged colleagues to be safety minded in the performance of all school-related duties.
- Assisted as directed by certified staff in an effort to successfully maintain students with special needs in an integrated setting, as determined by the IEP / Title 1 / ESL Team.
Load Specialist/Dispatcher
QWEST/CENTURYLINK
04.2000 - 04.2007
- .Provided clerical support for field operations and contractors
- Scheduled jobs with technicians and subcontractors to meet customer needs.
- Handled escalated customer concerns on a daily basis.
- Processed customer orders and followed them through to completion.
- Answered multiple phone lines in a professional and courteous manner in a busy 24 hour/7 day a week call center while completing daily tasks, such as: filing and accurately updating customer databases.
- Dispatched Installation and Maintenance technicians for Minnesota, Iowa, Nebraska, North Dakota and South Dakota.
- Performed in-charge managerial duties for department manager while she was out of office for several extended periods.
- In-charge responsibilities included: meeting department deadlines, overseeing 10-15 employees, as well as completing everyday duties.
- Trained new employees on job functions and computer programs.
- Performed various extra projects at manager’s request, such as: organizational spreadsheets and training material.
Education
Certifications - Public Assistance Courses
MN Department of Human Services
Minnesota11.2020
Certification - ParaPro
Freshwater Education District
Wadena, MN09.2011
GED -
Blaine High School
Blaine, MN1996
Skills
- Proficient in MEC2 and MAXIS
- Financial data assessments
- Telephone Etiquette
- Policy Knowledge
- Social program eligibility knowledge and experience
- Application processing
- Applicant Interviews
Timeline
Financial Eligibility Worker
CHISAGO COUNTY HEALTH & HUMAN SERVICES
11.2020 - Current
Office Support Specialist
CHISAGO COUNTY HEALTH & HUMAN SERVICES
06.2020 - 11.2020
Administrative Assistant/Order Entry
ENVIRONMENTAL STONEWORKS
10.2016 - 07.2020
Rural Carrier (substitute)
UNITED STATES POSTAL SERVICE
04.2016 - 06.2016
ParaProfessional/Educational Assistant
PILLAGER SCHOOLS - ISD 116
09.2011 - 06.2015
Load Specialist/Dispatcher
QWEST/CENTURYLINK
04.2000 - 04.2007
Certifications - Public Assistance Courses
MN Department of Human Services
Certification - ParaPro
Freshwater Education District
GED -
Blaine High School
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