Nicole Y. Shelton
Wilmington,Delaware
Summary
Excellent Assistant Program Director with a talent for juggling multiple tasks at once and working under stressful circumstances. Proficient interpersonal and communication skills. Outstanding problem-solving abilities and an analytical mindset. Collaborative in collecting and compiling data and troubleshooting technical difficulties.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Assistant Program Director
RHD Resources For Human Development
Wilmington, DE
05.2021 - Current
- Unit Director May 2019 to May 20201 company restructure changed Assistant Program Director May 2021 to current).
- Creative problem solving for day to day operations of group home from start up to current to ensure residents received quality care.
- Manage needs of residents and program are met in accordance with RHD Values, policies of RHD, standards of DSAMH, DLTCRP, and CARF (funders).
- Conducted performance reviews to provide feedback to staff for improvements.
- Manage Clinicians, RNs, CNAs, LPNs, Psychiatrist and Administrator.
- Complete treatment plans, assessments and other required documentation with residents and evaluate all new resident referrals from state for program.
- Ensure group home is in compliance with licensing and contractual regulations.
- Manage electronic health records and complete resident chart reviews for quality control.
- Collect census data of residents for monthly billing.
- Completed Medicaid Application for residents to increase services for day program and paratransit application and other interest residents may inquire about.
- Delegate nursing responsibilities and house responsible to staff.
- Schedule weekly treatment team meetings for residents with nurse and psychiatrist.
- Provided support to residents with hearings with Delaware Psychiatric Center or Court of Common Pleas.
- Managed staffing roaster by recruiting for demands of 24 hour facility.
- Improved success of program by making proactive adjustments to operations.
- Oversaw staff schedules and assignments to handle programming demands.
ADL Counselor
RHD Brandywine Hills Group Home
05.2005 - 04.2019
- Offered guidance to help cultivate self-esteem and independence with community involvement and meeting residents goals on their treatment plans.
- Communicated closely with program director and other counselors to devise programs. and activities based on developmental and academic levels.
- Assist residents with Assisted Daily Living Activities (ADL).
- Assisted residents daily skill building with hygiene, doctor’s appointments, medications, laundry and cooking.
- Redirect residents to deal with agitation and psychosis using their coping skills or prn medications when coping skills are not effective.
- Participated in treatment team in collaborative effort with Psychiatrist, nurse, and residents to deal with best form of effective resolutions of effective treatment for residents.
- Run Residential Community Meetings and have discussions about resident’s week, concerns and plan topics/activities around health and social development.
- Complete treatment plans, weekly and monthly notes on residents to adhere to State and CARF compliance regulations.
- Liaison between Promise and Brandywine Hills Group Home for resident’s continual growth.
- Point Person provided Direct Support to Unit Direct to help with day to day operations, creating monthly schedules, finding coverage, new hire interviews and hiring process, approving daily documentation submitted by staff.
- Assisted with training new Unit Director of program.
Senior Student Loan Services Specialist
Access Group
Wilmington, Delaware
01.2005 - 05.2012
- Help student’s secure federal and private loans for masters and undergraduate degree programs.
- Provided financial aid counseling to enrolled and prospective students.
- Counseled students and parents about financial aid options and program details.
- Handled escalated calls with customer who had complex discrepancies on their account before it escalated to management.
- Received calls with staff for assistance when challenging calls.
- Completed research and resolved escalated accounts with two-business day resolution and quality check any request before forwarding to other departments for resolution.
- Explained very technical financial information to applicants and repayment option in easy to understand language.
- Created and updated department procedures.
- Assisted trainer with new hire training and trained current employees on new procedures and processes.
- Participated on teams to developed department quality performance standards and recognition incentives for representatives who excelled.
- Created and updated department procedures to stay in compliance
- Review credit report with customers regarding denied loan and advise of possible eligibility requirements for loan reconsideration process to get loan approved.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
Education
B.S - Studio Production - Television and Video
Wilmington University
2009
Certification - Film Immersion Directing, Producing -
Los Angeles California Film School
City Of Los Angeles, CA2004
A.S - Media Design and Technology
Wilmington University
2003
Skills
- Program Scheduling
- Operational Standards
- Employee Work Scheduling
- Staff Hiring and Evaluations
- Program Guidelines Adherence
Accomplishments
2018 Received Distinguished Service Professional Award for Northeastern Division for RHD.
Supervised team of 24 staff members.
Certification
Level One Certified Investigator for Conducting Serious Incident Investigations 2018.
Writing Policy and Procedure, Rockhurst University Continuing Education Center.
Timeline
Assistant Program Director
RHD Resources For Human Development
05.2021 - Current
ADL Counselor
RHD Brandywine Hills Group Home
05.2005 - 04.2019
Senior Student Loan Services Specialist
Access Group
01.2005 - 05.2012
B.S - Studio Production - Television and Video
Wilmington University
Certification - Film Immersion Directing, Producing -
Los Angeles California Film School
A.S - Media Design and Technology
Wilmington University
Level One Certified Investigator for Conducting Serious Incident Investigations 2018.
Writing Policy and Procedure, Rockhurst University Continuing Education Center.
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