Norma Eckard
Delmar,DE
Summary
Experienced Program Coordinator and Educator with a strong background in violence prevention, health education, and behavioral health support. Proven ability to develop and implement trauma-informed programs, facilitate group therapy, and promote social justice initiatives. Skilled in public speaking, student engagement, and cross-functional collaboration to support diverse populations, including students with disabilities, LGBTQIA+ communities, and underserved youth. Passionate about fostering safer, more inclusive environments through education, advocacy, and program coordination.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Complex Claims Adjuster
USAA
02.2023 - Current
- Led quality assurance initiatives, ensuring compliance with internal policies, industry regulations, and customer service standards.
- Developed and maintained knowledge management resources, refining documentation, workflows, and training materials to improve claim accuracy and efficiency.
- Conducted audits and performance assessments, identifying gaps in claims handling and recommending process improvements.
- Analyzed complex claims involving property damage and liability, applying data-driven insights to evaluate risk and optimize resolution strategies.
- Provided coaching and mentorship to junior adjusters, enhancing team performance and claims-handling expertise.
- Collaborated with legal teams and external partners, ensuring fair settlements and mitigating financial exposure.
Claims Adjuster II
USAA Insurance
02.2020 - 02.2023
- Conducted in-depth claim audits to identify trends, assess accuracy, and ensure compliance with industry best practices.
- Led training sessions for claims teams, improving knowledge retention and accuracy in claims processing workflows.
- Performed root-cause analysis on claim disputes, leveraging data to enhance customer service processes and increase resolution efficiency.
- Partnered with management to implement process enhancements, reducing cycle times and enhancing customer experience.
- Managed a high-volume caseload, ensuring timely and accurate settlements while maintaining quality assurance standards.
Special Education Assistant
North East Independent School District
01.2010 - 02.2020
- Managed crisis situations calmly, maintaining safety protocols while supporting the emotional well-being of affected students during challenging moments within the school day.
- Built trust and rapport with students through positive reinforcement and strong communication skills.
- Assisted students in achieving academic goals by providing one-on-one support and small group instruction.
- Enhanced student learning by adapting instructional strategies to individual needs.
- Developed and implemented customized learning strategies, focusing on individualized education plans (IEPs) and student progress tracking.
- Maintained detailed documentation, ensuring compliance with educational policies and procedural standards.
- Provided one-on-one coaching and support, fostering student success through targeted intervention strategies.
Case Manager
TruLight127 Foster Care Ministries
03.2016 - 01.2020
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
- Collaborated with mental health professionals to address psychological needs of clients, supporting their holistic recovery.
- Trained new case managers, raising team's overall competency and service delivery standards.
- Facilitated workshops on life skills, contributing to improved self-sufficiency of clients.
- Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
- Participated in community events to promote services and engage with public.
- Partnered with local organizations to expand access to social and community services.
- Advocated for social and community service programs to increase awareness and funding.
- Managed volunteer programs focused on providing community services to underserved populations.
- Created and managed budgets, efficiently allocating resources for social and community service projects.
Education
Bachelor of Arts - Religious Studies
University of The Incarnate Word
San Antonio, TX05-2016
Bachelor of Arts - Interdisciplinary Studies W/Minor Special Ed./Read
University of The Incarnate Word
San Antonio, TX12-2010
Skills
- Critical thinking
- Claims investigation
- Active listening
- Advanced oral and written communication skills
- Organization and multitasking
- Client advocacy
- Crisis intervention
- Emotional awareness
- Risk assessment
- Vulnerable population awareness
- Empathy and compassion
- Written and verbal communication
- Teamwork and collaboration
- Organizational skills
- Problem-solving
- Case management
- Time management
- Case documentation
Affiliations
- Sussex Pride - Volunteer Coordinator
- Bulletproof Pride - Mental Health Coordinator
- What's Your Voice, Inc. - Advocate & Survivor of Domestic Abuse
Certification
Delaware State Insurance Producer License
Trauma-Informed Care & Crisis Intervention
Violence Prevention & Behavioral Support
Public Speaking & Training Facilitation
Diversity, Equity & Inclusion (DEI) Initiatives
Community Outreach
Languages
English
Full Professional
Spanish
Limited Working
Interests
- Volunteer Work
- Community Cleanup
- Participating in fundraising events to support local charities, schools, or community projects
- Advocacy Campaigns
- Getting involved in local advocacy groups to promote positive change in the community
- Youth mentor, providing guidance and support to empower the next generation of leaders
Timeline
Senior Complex Claims Adjuster
USAA
02.2023 - Current
Claims Adjuster II
USAA Insurance
02.2020 - 02.2023
Case Manager
TruLight127 Foster Care Ministries
03.2016 - 01.2020
Special Education Assistant
North East Independent School District
01.2010 - 02.2020
Bachelor of Arts - Religious Studies
University of The Incarnate Word
Bachelor of Arts - Interdisciplinary Studies W/Minor Special Ed./Read
University of The Incarnate Word
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