Norma Lisa Avila
Visalia,CA
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
24
24
years of professional experience
Work History
Unit Manager – Public Guardian/Adult Protective Services
Tulare County Health & Human Services Agency
2021.07 - Current
- Develop, negotiate, monitor and control administrative, fiscal, and programmatic aspects of grants, contracts, and programs
- Develop, implement, interpret, analyze, and evaluate programs, operating procedures, and policies of the programs
- Analyze situations accurately and take effective action
- Direct and oversee a quality management process that includes updating objectives to ensure program alignment with Federal, State, and local guidelines
- Address and resolve inter-professional and intra-disciplinary problems
- Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Managed budgetary constraints through careful resource allocation, cost control measures, and fiscal responsibility practices.
Program Manager – Program Integrity
Tulare County Health & Human Services Agency
2018.07 - 2021.07
- Interpret public assistance programs and related services policies and procedures to operational supervisors
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Defined clear targets and objectives and communicated to other team members.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
Self Sufficiency Supervisor – Quality Control
Tulare County Health & Human Services Agency
2016.07 - 2018.07
- Oversaw daily operations of the Quality Assurance Unit, ensuring smooth workflow and timely completion of tasks
- Applied strong leadership and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Managed the reviews of SNAP applications, redeterminations, and Semi-Annual Reporting cases
- Reviewed the quality and quantity of the work performed
- Prepared employee performance evaluations, counseled employees and assisted in correcting substandard performance.
Self Sufficiency Supervisor – Family Stabilization
Tulare County Health & Human Services Agency
2013.05 - 2016.07
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Provided oversight of the tracking and monitoring process of all referrals with request of Alcohol and Other Drugs, Mental Health, and Family counseling
- Reviewed the quality and quantity of the work performed
- Prepared employee performance evaluations, counseled employees and assisted in correcting substandard performance.
- Evaluated employee performance and coached and trained to improve weak areas.
Self Sufficiency Counselor
Tulare County Health & Human Services Agency
2007.01 - 2013.05
- Managed a caseload involving the determination of continuing eligibility for one or more public assistance programs
- Determined eligibility in accordance with established procedures and record information on case records
- Gathered sufficient information to determine eligibility to receive public assistance
- Reviewed applications and declarations for accuracy, completeness, and consistency
- Obtained additional information to resolve discrepancies on the application and declaration forms
- Advised applicants, recipients, and the public concerning the rights and responsibilities associated with receipt of public assistance
- Referred applicants and recipients who need social services to designated social services staff after completing the appropriate referral forms
- Prepared case narratives and correspondence.
Customer Service Representative
CIGNA HealthCare
2000.02 - 2006.08
- Answered multi phone line for busy fast paced medical insurance company
- Answered customer inquiries regarding medical benefits and claims
- Trained newly hired staff.
Education
Bachelor of Arts - Business Administration
Fresno Pacific University
Visalia, California08.2020
Associates of Arts - Business Administration
College of the Sequoias
Visalia, California12.2017
Skills
Communication
Policy Development
Assignment Delegation
Public relations
Prioritization and problem solving
Leadership
Organization and planning
Research and analysis
Attention to detail
Customer service
Computer skills
Discretion
Interpersonal skills
Documentation Review
Operations Management
Quality Control
References
- Lourdes Hernandez, Unit Manager, Tulare County HHSA, (559) 908-2516
- Tammy Marroquin, Program Specialist, City and County of San Francisco HSA, (559) 799-1039
- Jessica Duran, CalWORKS Program Specialist, Tulare County HHSA, (559) 750-9281
- Alexandria Olivas, Administrative Specialist, Tulare County HHSA, (559) 623-1896
Timeline
Unit Manager – Public Guardian/Adult Protective Services
Tulare County Health & Human Services Agency
2021.07 - Current
Program Manager – Program Integrity
Tulare County Health & Human Services Agency
2018.07 - 2021.07
Self Sufficiency Supervisor – Quality Control
Tulare County Health & Human Services Agency
2016.07 - 2018.07
Self Sufficiency Supervisor – Family Stabilization
Tulare County Health & Human Services Agency
2013.05 - 2016.07
Self Sufficiency Counselor
Tulare County Health & Human Services Agency
2007.01 - 2013.05
Customer Service Representative
CIGNA HealthCare
2000.02 - 2006.08
Bachelor of Arts - Business Administration
Fresno Pacific University
Associates of Arts - Business Administration
College of the Sequoias
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