Penny Gillette
Paw Paw,MI
Summary
With a proven track record at Beacon Specialized Living, I excel in auditing compliance and fostering operational excellence. My leadership in program development and compliance monitoring has significantly enhanced quality service standards. Skilled in budget management and customer complaint resolution, I consistently achieve and exceed targets through strategic planning and a focus on quality auditing.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Director of Compliance
Beacon Specialized Living
Kalamazoo, MI
08.2023 - Current
- Completed quarterly and yearly audits.
- Built positive working relationships with other department managers through effective communication.
- Kept a close eye on key performance indicators for food safety to identify concerns.
- Evaluated physical and digital records to determine potential risk and check compliance with guidelines.
- Monitored internal activities to identify any compliance related issues or violations.
- Completed routine and incident-related documentation.
- Planned and executed compliance audits to check company policies, procedures and controls.
- Ensuring that all areas are compliant with applicable laws.
- Participated in weekly meetings with senior management, the Home Manager, and Program Directors regarding corporate compliance.
- Provided guidance to management on compliance-related issues or concerns.
- Ensured company's adherence to all relevant federal, state and local laws as well as industry standards.
- Adhered to deadlines in optimizing regulatory and operational performance.
- Created and managed action plans to mitigate audit discoveries and compliance concerns.
- Assisted in preparing responses to inquiries from regulators relating to ongoing investigations.
- Maintained accurate records of all compliance activities including audits, investigations and corrective actions taken when needed.
- Met food safety goals by auditing procedures and enforcing policies.
- Created reports summarizing findings from investigations into compliance violations.
- Worked with cross-functional teams to achieve goals.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Utilized various software and tools to streamline processes and optimize performance.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Learning and Development Trainer
Beacon Specialized Living
Kalamazoo, MI
07.2018 - Current
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Assisted with developing online learning modules for remote learners.
- Documented all training activities including attendance records, feedback forms, surveys.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Created and offered additional materials to enhance training.
- Recommended changes or improvements in existing training processes as needed.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Explained goals and expectations required of trainees.
- Devised programs to develop executive potential among employees in lower-level positions.
- Resolved any issues raised by participants during the training session in a timely manner.
- Provided feedback on employee performance based on observed results during training sessions.
- Maintained up-to-date knowledge of industry trends and best practices.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Adapted teaching methods according to the needs of individual learners or groups.
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Updated and maintained databases with current information.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Program Director
Beacon Specialized Living
Kalamazoo, MI
04.2015 - Current
- Reviewed existing programs and identified areas of improvement or expansion.
- Devised evaluation strategies to monitor performance and determine need for improvements.
- Administered budgets and monitored expenditures to keep program operations aligned with budget targets.
- Monitored performance metrics to evaluate effectiveness of programs.
- Directed staff training on technical aspects of programming activities.
- Maintained communication with clients throughout their involvement in the program.
- Developed staff members to collaboratively achieve program goals.
- Collaborated with external partners to leverage resources for the program's success.
- Compiled reports on program outcomes for internal and external stakeholders.
- Organized and facilitated team meetings.
- Trained, supervised, coached, evaluated, and disciplined personnel.
- Ensured compliance with organizational standards and applicable laws and regulations.
- Managed program operations and provided strategic leadership for workers.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Exceeded customer satisfaction by finding creative solutions to problems.
Residential Home Manager
Beacon Roofing Supply
Kalamazoo, MI
03.2013 - Current
- Organized proper transportation for clients to and from appointments, educational and extracurricular activities.
- Coordinated work activities and scheduling of medical, nursing and physical plant staff.
- Instituted systems to oversee proper storage and disposal of medications and residents' nutritional needs and special diets.
- Reported, investigated and followed up on abuse and neglect cases.
- Encouraged residents to independently interact with others, make decisions and participate in community activities.
- Kept abreast of new developments in the field through continuing education courses or seminars.
- Collaborated with treating psychiatrist to develop individual service plans for each resident.
- Documented progress notes regarding changes in resident conditions or behaviors.
- Maintained inventory of supplies necessary for providing services to residents.
- Reviewed financial statements regularly to stay within budget guidelines.
- Resolved concerns regarding staff, residents, and care to maintain standards throughout group home.
- Communicated with patients with compassion while keeping medical information private.
- Initiated resident transfers to other programs to better meet needs.
- Updated, developed, and implemented individual treatment plans and discharge plans by collaborating with professionals.
- Maintained communication and transparency with governing boards, department heads and medical staff.
- Assessed staffing needs and participated in recruiting activities for qualified personnel.
- Supervised direct care staff on shift including assigning tasks, evaluating performance, coaching, mentoring and disciplining when necessary.
- Established solid relations with leadership and staff by coordinating interdepartmental information exchanges.
- Communicated with families or advocates to discuss resident needs and progress.
- Responded promptly to complaints from family members or visitors concerning service issues or concerns.
- Updated procedures necessary for compounding, mixing, packaging, and labeling medications.
- Supervised staff training and development by acting as role model and instructing staff on how to appropriately interact with residents.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Explained policies, procedures and services to patients.
- Communicated effectively with residents' family members about their loved one’s condition or any changes made in the care plan.
- Developed and maintained a comprehensive resident care plan to meet the individual needs of each resident.
- Oversaw the intake and discharge processes, which included filling out paperwork, for individuals.
- Collaborated with healthcare providers such as physicians, nurses and social workers regarding patient care plans.
- Resolved conflicts among staff members efficiently while maintaining a positive working environment.
- Conducted staff meetings and provided training on safety, health, and emergency procedures.
- Monitored daily operations of the residential home while ensuring compliance with all applicable laws and regulations.
- Provided guidance to staff in order to ensure that quality standards were met.
- Offered positive reinforcement and taught life skills regarding chores and cooking techniques.
- Conversed with residents to promote social interaction and reinforce positive behaviors.
- Monitored inpatient bed use, facilities and staff to provide optimal use of resources.
- Scheduled regular inspections of the facility to ensure cleanliness, safety, security, and maintenance standards were met.
- Ensured proper documentation of medical records, incident reports, and other pertinent information related to resident care.
- Maintained records management system to process personnel information and produce reports.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed inventory and supplies to ensure materials were available when needed.
- Utilized various software and tools to streamline processes and optimize performance.
- Identified needs of customers promptly and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ06-2007
Skills
- Auditing Compliance
- Preparing a Plan of Correction
- Compliance monitoring
- Self-scheduling
- Budget management
- State reporting requirements
- Health and safety
- Quality service
- Facility inspections
- Operational excellence
- Customer complaint resolution
- Quality auditing
- Customer focus
- Auditing expertise
Affiliations
- I love to go up north to ride through trails in side-by-sides.
- I went on a cruise once, and I would love to go again.
- Spending as much time with my family as I can and doing some karaoke.
Accomplishments
- I have worked with Beacon Specialized Living for a total of 20 years. I did have to take three years off when I had two kids back-to-back.
- Back before 2006, Beacon used to do Employee of the Month, and I did receive Employee of the Month.
Certification
- While I was a Home Manager, I was at one point a Licensee Designee.
References
References available upon request.
Timeline
Director of Compliance
Beacon Specialized Living
08.2023 - Current
Learning and Development Trainer
Beacon Specialized Living
07.2018 - Current
Program Director
Beacon Specialized Living
04.2015 - Current
Residential Home Manager
Beacon Roofing Supply
03.2013 - Current
Bachelor of Science - Business Management
University of Phoenix
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