Phyllis D. Martin

• As the Assistant Director of Certification, I lead a department of seventeen staff and was responsible for implementing, planning, and managing our agency's Certification, Audit, and Customer Relation programs, which span the entire state of Washington.
• My duties consisted of leading the establishment and maintenance of certification rules, processes, and standards across the organization, ensuring alignment with industry best practices and legal requirements.
• Provide strategic policy development and advice; Identify, analyze, develop and advise leadership on policy issues, opportunities and risks related to OMWBE interests.
• Served as a strong advocate on behalf of our agency in meetings with community organizations, state agencies and local government.
• Recommended strategies to incorporate agency priorities in policy development, legislative agenda and rulemaking processes.
• Prepared briefing materials, policy memos, reports and decision packages that summarize agency concerns.
• Developed request legislation and monitored agency specific priority legislation, provide bill analysis, and prepare testimony for agency leadership.
• I identified, developed, and oversaw the implementation of certification strategies that integrate seamlessly with our quality and compliance frameworks, maximizing performance and results.
• Monitored and reported on the effectiveness of certification processes with a focus on identifying areas for improvement and leading change initiatives.
• I assisted with strategic and operational planning, ensuring strong customer-focused services that are compliant with state and federal regulations and align with our agency's mission, vision, and values.
• I contributed to overall agency direction, execute effective human resource strategies emphasizing diversity and inclusion, and interpret complex policies to translate them into actionable departmental procedures.
• I modeled and demonstrated our agency's values, which supports fostering diversity, equity, and inclusion, customer satisfaction, employee engagement, and financial health.
• While my work at OMWBE focused on certification and business enterprise, I applied the same principles of Grant Stewardship.
• My successful negotiation of the LGBTQ Certification MOU serves as a template for how I approach grant agreements: identifying a service gap, establishing a formal partnership with a national entity, and creating a sustainable, high-impact program that fosters generational wealth.

• Led local efforts to expand services available to the community with a focus on getting more people into meaningful careers and closing employer- and industry-identified skill gaps.
• Facilitated operational direction and priorities for integrated service delivery in direct collaboration with local workforce system partners.
• Maintained an effective, integrated one-stop approach to meet and exceed performance requirements and contractual benchmarks.
• Developed and maintained partnerships across government, business, economic development, labor, and community-based organizations to align services with local needs.
• Used human-centered approaches to gather and apply community insights for ongoing process improvement and co-created resources.
• Managed agreements and contracts to support efficient, human-centered operations, including data sharing agreements, MOUs, IFAs, and local funding contracts.
• Reviewed financial documents and statements to ensure compliance with reimbursement requirements and conduct grant fiscal monitoring.
• Experienced in interpreting, writing, and applying detailed policies and procedures with strong attention to detail and possess technical knowledge of contract documents, associated budgets and compliance with terms and conditions.
• Supervised and developed local leadership team to conduct service delivery in partnership with community.
• I facilitated operational direction and priorities for service delivery in direct collaboration with local workforce areas.
• I worked to maintain effective, integrated approach to leading one-stop system efforts to meet and exceed performance requirements.
• I developed and maintained effective partnerships throughout all areas of the system to include community members and partners in government, business, economic development, labor, community-based organizations.
• I established and maintained methods to gather and apply community insights for ongoing process improvement utilizing human-centered approaches to co-create resources and initiatives that meet community need.
• My team and I lead local efforts to expand services available to the community with a focus on getting more people into meaningful careers and closing employer- and industry-identified skill gaps.
• Worked with numerous community assistance networks.

• Planned, developed, and implemented resource development projects that address the agency needs;
• Provided consultation to agency management staff on the future resource needs of their service area and the development of policies and procedures;
• Coordinated the development of multiyear plans to address future resources for the community;
• Provided consultation for social service staff involved in the implementation of services; and served as a consultant for Quality Assurance for all social service staff.
• Provided professional program consultation and project oversight to SNAP-Ed local contractors.
• Promoted and assured utilization of best practices and promising nutrition and active living education, policy, system, and environmental changes.
• Identified training and technical assistance needs of local contractors and provide ways to address those needs.
• Participated in internal, state, and regional meetings or trainings with state staff, SNAP-Ed contractors, other DOH staff and/or stakeholders to ensure up-to-date knowledge of best practices and consistent implementation of program policies.
• Monitored local contractors for compliance with USDA FNS SNAP-Ed program guidelines, program quality, DOH policies and procedures, as well as Office of Management and Budget (OMB) compliance and fiscal accountability.
• Developed internal and external partnerships to maximize effectiveness of state or regional SNAP-Ed grant administration.

• Relying on skills and experience gained from over 10 years with Girl Scouts, I successfully developed a 66-page membership growth and retention plan to support stabilizing council infrastructure.
• Within a brief time, I connected with and created six community partnerships to increase brand recognition, BIPOC membership to reflect the communities served by GSWW.
• I managed three Senior Director’s and departmental staff of twenty-five.
• I successfully worked with Philanthropy to create programs and initiatives which would appeal to potential funders and donors specifically with a DEI focus.
• I developed opportunities for episodic volunteerism between the Girl Scouts and corporate donors to support community engagement and increase brand awareness.
• Diversifying Membership via Grants: Managed specialized grant portfolios designed to expand access to underrepresented communities.
• I utilized these funds to remove financial barriers for families, ensuring that our Council's reach mirrored the actual demographic landscape of the region.
• Reporting & Stewardship: Directed the full grant lifecycle—from initial identification and narrative drafting to final impact reporting.
• My focus was on maintaining high-level transparency with donors and foundations, ensuring that "Inclusivity" was a measurable deliverable rather than a vague goal.

• Utilizing experience gained with the state of Louisiana and United Way with Medicaid, assistance for the elderly, SNAP, and TANF, I successfully developed creative strategies and solutions for managing and providing program support and technical assistance to case managers and staff for CHOICES, SNAP, WIOA and TAA programs for the state of Texas.
• Reviewed childcare authorizations, developed, and implemented local program guidelines and procedures to support TWC-WDA Letters and directions.
• Developed best practices to support successful outcomes for the CHOICES program.
• Assisted the Director with preparation of written and oral reports and research papers for internal and external stakeholders.
• Monitored case files regularly in TWIST and WIT databases.
• Performed database functions with TIERS to determine on-going eligibility.
• Resolved conflicts among staff and external clients.
• Developed, implemented, and monitored staff performance plans to increase individual and departmental efficiency and productivity.
• Conducted annual performance appraisal for staff and department overall.
• Managed payroll, time and leave requests and FMLA.
• Participated in program analysis with TWC and corporate office.
• Reviewed daily certifications for assistance to ensure eligibility.
• Trained and mentored staff to maintain the highest and current level of knowledge of TWC program guidelines and procedures.
• Oversaw employer outreach and client placement in subsidized employment in CHOICES and outreach to general population in SNAP.
• Managed center operations in absence of Center Director.
• Increased performance outcomes for CHOICES program, resulting in second place ranking out of twenty-eight statewide programs.
• Policy Expertise & Interpretation: Served as the Division Specialist for TANF, SNAP Management Evaluation (ME), and SNAP Quality Control (QC) requirements; provide expert interpretation of complex state and federal regulations, ensuring alignment between DSHS programs and legislative mandates.
• Data-Driven Risk Mitigation: Analyze high-level data to identify error trends and root causes of program risks; draft comprehensive technical reports that synthesize multiple data elements into clear findings for executive leadership.
• Strategic Audit & Compliance: Lead audits of eligibility determinations for Washington’s Basic Food Program and oversee compliance for the WorkFirst Program to ensure operational integrity and federal adherence.
• Leadership & Liaison: Function as the primary liaison to state partners and executive stakeholders; serve as the designated backup to the Program Integrity Manager, managing high-priority project responsibilities and shifting deadlines with strong critical thinking.
• Technical Proficiency: Maintain advanced proficiency in ESA systems and Microsoft Office Suite to manage workforce data, utilize self-motivation to master new software and streamline reporting processes.

Directed regional disaster behavioral health services under $13.9 million FEMA and SAMHSA grants for crisis counseling post-Harvey.

Reviewed and edited weekly to quarterly reports ensuring strict grant compliance.

Collaborated with public health authorities and local mental health providers in fast-paced crisis environment.

Managed contract amendments including budget and program adjustments with contract manager and fiscal specialist.

• Developed needs assessments, analyzed data, built coalitions, and delivered public presentations.
• Coordinated resources for special populations such as disabled adults, first responders, elderly, children, and veterans.
• Monitored financial documents to ensure reimbursement compliance and conducted grant fiscal oversight.
• Researched funding opportunities and assisted in federal grant application development for Texas crisis counseling programs.

• Dynamic, initiative-taking, operations administrator with exceptional leadership skills.
• Experience and understanding of operational procedures, policies, annual budget, employee development, and community connection.
• Supervised eleven direct reports.
• Partnered with internal and external stakeholders to meet and exceed strategic plans.
• Managed and directed over four hundred volunteers for community engagement.
• Created written oral reports and presentations to support improvement of agency relationships and build collaborations.
• Managed programmatic, technical, financial, and administrative components of complex grants.
• I developed opportunities for episodic volunteerism between the Girl Scouts and corporate donors to support community engagement and increase brand awareness.
• Planned and evaluated work of staff and volunteers.
• Reviewed financial documents and statements to ensure compliance with reimbursement requirements and conduct grant fiscal monitoring.
• Experienced in interpreting, writing, and applying detailed policies and procedures with strong attention to detail and possess technical knowledge of contract documents and associated budgets.
• Provided technical assistance and program development to all grantees throughout the grant life cycle.
• Developed and implemented volunteer policies and procedures, volunteer training, rewards and recognition and job descriptions.
• Assisted with the development and implementation of corporate campaign strategy.
• Planned and managed multiple community service projects in urban and rural areas.
• Managed disaster service and environmental projects.
• Primary support and liaison for corporate donors, their campaign associates and corporate citizenship departments.
• Partnered with marketing to develop brand messaging and resources for campaign and community impact.
• Developed and implemented internal employee giving process.
• Assisted with the development and implementation of internal events supporting national heritage months.
• Created multiple collaborations and partnerships to support capacity building.
• Utilized data collection and conducted needs assessments to identify community service gaps and drive behavioral changes, to support collective impact.
• Motivated and coached employees to achieve successful operational and fundraising goals.
• Developed and implemented a 5- year community investment strategic plan focused on building agency capacity and creating systemic change.
• Areas of focus included: Education, Health & Wellness and Financial Sustainability.
• Worked with the United Ways of Texas to analyze bills.
• Established a framework for Community Investments.
• Inclusive of utilizing the Spectrum of Prevention to evaluate and fund initiatives aligned with organizational goals and leading to systemic change.
• Developed and implemented creative solutions to drive collective impact.
• Cultivated and maintained regional partnerships for funding diversification.
• Developed and implemented multi-year funding process.
• Responsible for $5M community investment fund.
• Fund Distribution & Compliance: As Vice President of Community Impact, I oversaw the strategic allocation of millions in grant funding to community partners.
• This included developing rigorous Request for Proposal (RFP) processes and ensuring that all sub-recipients met strict performance and compliance standards.
• Outcome-Based Monitoring: Transitioned legacy funding models to data-driven, outcome-based reporting.
• I worked closely with nonprofit partners to refine their "Theory of Change," ensuring that every dollar invested moved the needle on housing stability and poverty reduction.
• Systems Coordination: Facilitated cross-sector collaborations to align private philanthropic dollars with public state funding, maximizing the "braiding" of resources to support comprehensive crisis response systems.
• 1600 Lake Front Circle, The Woodlands, Texas, 77380 (713) 320-1061

• Monitored compliance with policies to ensure consistent service standards.
• Developed and maintained relationships with clients to ensure customer satisfaction.
• Evaluated current systems for efficiency enhancements based on user feedback.
• Assessed customer needs, identified solutions, and provided helpful advice to improve customer experience.
• Performed root cause analysis on escalated cases to identify underlying causes of issues reported by customers.
• Collaborated with team members on various projects such as system upgrades or new product launches.
• Reviewed established procedures to assess areas in need of improvement.
• Researched and led investigations into various areas to drive improvements and devise new processes.
• Analyzed eligibility criteria for various programs and services.
• Conducted thorough reviews of applicant documentation for compliance.
• Provided guidance to applicants on program requirements and next steps.
• Maintained accurate records of eligibility determinations in database systems.
• Assisted in training new analysts on policies and procedures.
• Researched changes in regulations affecting eligibility standards and guidelines.
• Developed outreach programs designed to inform the public about available benefits programs.
• Reviewed and evaluated eligibility applications for approval or denial based on established policies and procedures.
• Monitored changes in applicable laws, regulations, policies, and procedures affecting eligibility determination processes.

• Led strategic planning sessions to align organizational goals with community needs.
• Developed programs to enhance leadership skills among youth participants.
• Collaborated with stakeholders to promote inclusivity and diversity initiatives.
• Managed budgets for various projects ensuring effective resource allocation.
• Coordinated training sessions for volunteers and staff to improve service delivery.
• Advocated for policy changes that support girls' empowerment and development programs.
• Oversaw communication strategies to engage members and promote events effectively.
• Fostered partnerships with local businesses to enhance community outreach efforts.
• Developed and implemented strategies to increase executive efficiency.
• Coordinated cross-functional teams to deliver high quality results within tight timelines.
• Established relationships with key partners and vendors to ensure successful project outcomes.
• Organized and facilitated regular meetings with senior management teams.
• Led initiatives to improve customer service levels throughout organization.
• Created reports summarizing progress against organizational goals and objectives.
• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
• Formed and sustained strategic relationships with clients.
• Created effective business plans to focus strategic decisions on long-term objectives.