Summary
Overview
Work History
Education
Skills
References
Timeline
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Olivia M. Guerra

Houston,TX

Summary

Qualified Assistant Lead Case Manager with background in fostering team collaboration and enhancing operational processes. Strengths include strong leadership, effective communication skills, and ability to manage multiple tasks while meeting deadlines. Committed to providing high-quality service and exceeding expectations.

Overview

12
12
years of professional experience

Work History

Assistant Lead Case Manager

Southwest Key Programs
Channelview, TX
05.2021 - Current
  • Assign cases immediately upon youth's arrival.
  • Perform case file audits and maintain appropriate documentation. Close case files upon youth leaving the shelter. Conducted regular audits of existing systems and processes to identify areas for improvement.
  • Develop corrective action plans for performance concerns.
  • Conduct unannounced program visits in efforts to prevent sexual abuse.
  • Participate in focus groups and collaborate with stakeholders.
  • Serve as main point of contact for approvals and requests.
  • Submit weekly reports in regards to Age Redeterminations, TARP, Step-Ups, Parent Separations, as well as Voluntary Departure cases.
  • Maintain updated list of case statuses as well as work closely with high profile or complex cases. Review assessments and ensure accuracy of information.
  • Assisted with training of new team members on departmental procedures and processes.
  • Provided administrative support to the Lead including filing, data entry, and scheduling meetings.
  • Created process documentation to assist in streamlining operations within the department.
  • Analyzed customer feedback surveys to identify areas for improvement in services provided by the department.
  • Collaborated closely with other leads across different departments to improve operational efficiency of the team.
  • Resolved customer complaints and escalated issues to management when necessary.
  • Arrange travel for program staff in collaboration with Case Aides.
  • Submit Case Management Child Level Events

Case Manager

Southwest Key Programs
Houston, TX
03.2018 - 03.2021
  • Conduct intake interviews and gather information. Assessment included- verification of potential sponsors, relationships and identity of all youth.
  • Coordinate and facilitate calls/meetings with attorneys for KYR presentations as well as Legal Screenings for all youth.
  • Complete and maintain service plans and individual plans
  • Provide updates to youth and family members and submit reunification packets in accordance to ORR Policy.
  • Coordinate treatment team meetings as needed.
  • Attend case staffing meetings with stakeholders on a weekly basis.
  • Maintain client files in accordance to State, Federal, and SWK standards.
  • Assist in evacuation by providing transportation and maintaining youth safety.
  • Attend trainings and meetings
  • Maintain safe work area
  • Supervise youth
  • Advised on methods for effective conflict resolution techniques to ensure productive working environments to mentees.

Preschool Teacher

Hart Migrant Head Start
Hart, MI
05.2012 - 11.2017
  • Observe and assess progress in the classroom and document findings.
  • Schedule and plan field trips
  • Maintain child files
  • Form partnerships with community.
  • Provide assistance to students with special needs
  • Administered assessments throughout the year to gauge student understanding of content material. Communicate and schedule conferences with parents on a monthly basis.
  • Organized educational materials and resources to create an engaging learning environment.
  • Collaborated with fellow teachers on various projects related to curriculum design and implementation.
  • Facilitated group play activities that encouraged collaboration among students.
  • Monitored student behavior to ensure compliance with rules and expectations set forth by school administration.
  • Integrated multicultural themes into instruction plans to foster respect for diversity among students.

Education

Master's degree - Business Management and Leadership

Western Governors University
Salt Lake City, UT
07.2022

Bachelors - Early Childhood Education

Ferris State University
Big Rapids, Mi
05-2016

Skills

  • Speak, Read, and Write fluently in English and Spanish
  • Proficient in Microsoft Word, PowerPoint, Excel, Adobe, Foxit PDF Editor
  • Typing Rate: 45 WPM
  • Idea Development and Brainstorming
  • Innovative Leader
  • Teamwork and Collaboration
  • Manage high pressure situations
  • Adaptability and Flexibility
  • Prioritize and Organize daily tasks Time management abilities
  • Policy and Procedure Development
  • Staff Development
  • Meeting facilitation
  • Task Delegation
  • Process Analysis
  • Schedule development
  • Training and mentoring

References

References available upon request.

Timeline

Assistant Lead Case Manager

Southwest Key Programs
05.2021 - Current

Case Manager

Southwest Key Programs
03.2018 - 03.2021

Preschool Teacher

Hart Migrant Head Start
05.2012 - 11.2017

Master's degree - Business Management and Leadership

Western Governors University

Bachelors - Early Childhood Education

Ferris State University

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Olivia M. Guerra