REBECCA ASKINS
Fargo,USA
Summary
Director of Quality Control with over 18 years of extensive expertise in public assistance programs, specializing in strategic planning, program development, and process improvement. Demonstrates strong leadership and expertise in data analysis, project management, and business planning to enhance program efficiency and effectiveness. Committed to implementing innovative solutions and fostering continuous improvement to enhance service delivery and meet organizational goals.
Overview
20
20
years of professional experience
Work History
Director of Quality Control
North Dakota Department of Health & Human Services
04.2022 - Current
- Responsible for the direction and supervision of planning, development, and management of program evaluation and quality control activities of statewide public assistance programs (CCAP, LIHEAP, MEQC, SNAP & TANF).
- Directs the planning and execution of public assistance program evaluations, corrective actions, technical assistance, and quality control measures.
- Manages the administration of quality control programs and activities designed to evaluate the effectiveness of public assistance program implementation by local human service zones (HSZ).
- Manages the review, analysis, and evaluation of federal mandates and the Economic Assistance Division's program objectives, policies, and procedures. Crafts recommendations for required modifications in policy and procedures.
- Analyzes and interprets federal and state legislation and regulations that impact the department program evaluation activities.
- Approves the design of concepts, methodologies, statistical sampling, and procedures for program evaluation, analysis, and corrective actions.
- Consults and coordinates with appropriate federal agencies (ACF, CMS, FNS) to foster good working relationships and promote program efficiency.
- Directs the preparation of annual and semi-annual State Corrective Action Plans (CAPs) in compliance with federal requirements. Oversees the creation and submission of federal reports that detail client and agency error rates, corrective actions taken, and good faith efforts.
- Facilitates corrective action support for Human Service Zone staff to lower agency and client errors, prevent federal fiscal sanctions, and sustain program quality. Coordinates technical assistance support and statistical analysis for quality control programs with departmental directors.
- Prepares and executes biennial office budget.
- Lead a team of 11 professionals in monitoring the efficiency and effectiveness of entitlement programs administered by the department.
- Serves as a key member of the Division leadership team.
Acting Economic Assistance Services Division Manager
Cass County Human Service Zone
01.2022 - 03.2022
- Responsible for overseeing the functional management of six income maintenance units, which included a multi-disciplinary team of 62 personnel. Through subordinate supervisory staff, directed the comprehensive assessment of eligibility determinations and benefit payments throughout the County.
- Managed the daily work activities of multiple programs, directly and through subordinate supervisors, by establishing performance levels, communicating goals and performance expectations, and monitoring and reviewing work to ensure conformance to established policies and procedures, and standards for quality and timeliness.
- Directed the examination and evaluation of eligibility determinations made at the zone office for adherence to federal or state program evaluation criteria.
- Assessed service delivery, communicated findings to executive management, and implemented changes to improve efficiency and align with agency mission.
- Directed the review of zone operational or programmatic problems.
Eligibility Supervisor
Cass County Human Service Zone
11.2021 - 03.2022
- Responsible for managing work units, which included the aged and disabled income maintenance unit and call center operations, which performed the review and assessment of both initial and continuing client eligibility for a range of public assistance programs.
- Supervised staff involved in conducting a systematic evaluation of eligibility determinations and benefit payments as recorded in zone case records against Federal or state program evaluation policy and operational procedures.
- Participated in the selection of unit staff; provided or coordinated staff training; worked with employees to correct deficiencies; implemented discipline procedures.
- Reviewed and evaluated staff work in determining financial eligibility for assistance programs; verified eligibility and financial assistance levels according to established policies and procedures; reviewed completed cases with respect to eligibility factors, budget computations, changes in grants, and terminations of grants.
- Assigned cases, and ensured equal distribution considering the number and geographical area involved.
- Controlled deadlines set forth by the Department of Health & Human Services (HHS) for the completion of work cycles and their parts and ensures work is completed on a timely basis.
- Reviewed and interpreted administrative letters, memos and manual revisions with staff; investigated and responded to reports of program misuse.
- Supported, assisted, and guided eligibility staff in resolving questions/complaints from the public; mediated disputes and oversaw agency appeals.
- Created reports, conducted case reviews, and analyzes performance data to implement improvement strategies and make decisions on the direction of units.
- Participated in strategic planning to ensure positive community outcomes; maintained efficient and effective services to clients.
- Advised the Division Administrator on program direction and organizational decisions based on program performance data analysis.
Lead Fair Hearings Officer
Sutter County Health & Human Services
08.2018 - 10.2021
- Responsible for administering state and federally mandated county appeals processes. Duties involve coordinating public assistance client appeals and complaint activities in the Department of Social Services (or agency); represented the department in appeals on matters concerning eligibility for public assistance, in-home support services, or social services programs.
- Received requests for hearing filed by claimants directly with the county department and/or with the State of California Department of Social Services.
- Reviewed and investigated appealed actions and case records for facts and points of law, and submitted effective recommendations.
- Re-evaluated the County's decision for categorical aid and service programs; determine if the County's action was in compliance with State statutes and regulations.
- Represented the County Human Services Agency at State hearings and presented oral arguments before Administrative Law Judges (ALJ); defended the Agency's interpretation of regulations and provided legally binding stipulations.
- Prepared corrective action notices to department staff summarizing issues, errors, and corrective actions to be taken.
- Prepared comprehensive written statement of the County's position for each appeal; prepared written correspondence following the hearing to inform interested individuals of the status of the case.
- Authorized aid paid pending until the hearing of the appeal was conducted.
- Monitored county compliance with the hearing decisions and reported to the County compliance to the State of California Department of Social Services.
Customer Service Center Workforce Manager
Sutter County Health & Human Services
07.2014 - 08.2018
- Responsible for administering public assistance programs through the County Customer Service Center (CSC). Provided leadership, direction, and oversight of the Service Center teams to respond to both inbound and outbound phone calls and manual work streams, as well as inquiries through electronic and physical mediums (fax, email, mail, web, chat, etc.). Oversaw call center agents (public assistance eligibility staff) using the Department's C-IV and Nice IEX systems.
- Ensured all county public inquiries and eligibility activities (example: changes, drivers, or case corrections) were processed accurately, timely, and according to rules, regulations, policies, and procedures. Ensures the center notifies customers.
- Planned, coordinated, and controlled the Service Center team's activities to maintain and enhance customer relationships and to meet department organizational and operational objectives.
- Monitored CSC performance and identified areas needing focus. Developed corrective action solutions using data sources and analysis to recommend process improvement.
- Provided guidance, direction, and deployment of workforce and other resources to and between the direct services teams to ensure the CSC achieves its mission and goals.
- Trained assigned staff on technical program knowledge and basic telephone interaction techniques/etiquette.
- Conducted random quality audits within the team to identify and suggest improvements to the workflow that resulted in reduced turnaround and improved customer satisfaction.
- Coached staff in the proper handling of consumer telephone or online interactions and other interactions with entities such as Qualified Health Plans (QHPs), Certified Insurance Agents (CIAs), or Certified Enrollment Counselors (CECs).
- Developed and used tracking systems to monitor activities and ensure staff completed assignments to deliver customer service and met required performance indicators.
- Planned and prioritized the center's workload, workflow, deadlines, and work objectives to meet process measurements and performance targets.
- Provided support by addressing or taking over escalated calls from subordinate staff and assisting with complex customer service-related issues.
- Monitored the daily schedules of staff to ensure adherence to schedules were followed; Monitored and prepared attendance reports and related personnel documents.
Public Assistance Staff Development Specialist
Sutter County Health & Human Services
06.2011 - 07.2014
- Responsible for providing county-wide Public Assistance policy and technical training, including assessing and evaluating training needs, reviewing and developing course outlines; selecting and assembling training materials, methodologies, and aids. Designed and delivered in-person training in the areas of Public Assistance policy (Cal-Fresh, HCR, Medi-Cal, TANF), technical navigation (CIV, MEDS & CalHEERS systems), communication, customer service, coaching, and team building.
- Planned, organized, and coordinated standard, specialized, data systems, and professional skills staff development programs for the County Employment & Eligibility Services Branch.
- Designed, developed, implemented, conducted, and evaluated staff development programs for formal learning experiences in financial, data systems, professional skills, and related Public Assistance programs which vary in length from one-half day sessions to 8-week sessions.
- Developed effective curricula to address identified training needs in all benefit program areas.
- Developed performance standards for training participants; designed and implemented trainee evaluation systems.
- Provided management with written evaluations of participants' performance and recommended plans for continued employee development, retention, or dismissal, as appropriate.
- Acted as a consultant to department staff regarding the interpretation of program-related federal, state, and county regulations and policies.
- Reviewed results of various Federal and state program examinations and evaluations; designed new or refresher staff development programs to correct staff misinterpretation of policy or procedure.
- Collaborated with state partners in meetings to discuss policy changes, training needs, implementation expectations, and mandated state training.
- Researched and incorporated new information, procedures, and training techniques to improve training effectiveness.
Public Assistance Specialist II
Sutter County Health & Human Services
06.2007 - 06.2011
- Responsible for the determination of eligibility for financial assistance and related public assistance program services. Duties comprised engaging with clients through interviews conducted in the office and in the field, alongside the investigation of resources to obtain, assess, and interpret data vital for eligibility determination.
- Interviewed applicants to determine eligibility for financial assistance and related public assistance programs, such as, but not limited to, Cash Assistance, Medical Assistance, and Food Stamps.
- Determined eligibility for various categories of assistance based on such factors as income, personal property, real property, legally responsible relatives and employment status.
- Obtained medical, employment, educational, vocational and financial resource data, from other agencies as necessary to determine eligibility; records relevant case information on case records.
- Evaluated special needs of clients; authorized grants which conform to agency requirements, or made referrals to other community resources.
- Conducted home visits to clients who are unable to travel to the County office.
- Redetermined eligibility through periodic review of client situations.
- Determined the occurrence and circumstances of overpayments and referred information to the Special Investigative Unit (SIU) for resolution.
- Provided clients or members of their family with information regarding services available from other social agencies, hospitals, clinics, courts, and community resources, as needed.
- Attended training sessions, workshops, and seminars to remain current with changing rules and laws and to enhance job performance.
Caseworker
California Tribal TANF Partnership
03.2006 - 06.2007
- Responsible for executing complex and specialized tasks associated with the eligibility and grant determination for Temporary Assistance for Needy Families (TANF). This includes applying relevant regulations and procedures to assess eligibility for assistance, as well as offering counseling referrals and advice to support the academic, personal, and social development of the designated caseload. Additionally, responsible for the formulation and continuous evaluation of participants' progress in relation to the objectives set forth in the Family Self-Sufficiency Plans (FSP).
- Reviewed and explained the client's rights and responsibilities, program regulations, policies, and eligibility for participation in the program.
- Determined benefit eligibility; identified need for ancillary services/payments.
- Interviewed, advised, and guided clients to assess employability, barriers to employment, and the need for public assistance.
- Authorized benefits within approved program policy or made appropriate referrals to other staff and community resources.
- Conducted home visits with clients.
- Monitored and maintained case files on individual client achievements, work participation activities, and participated with client and relevant staff in the development of FSPs for progress toward goals.
- Prepared monthly reports as requested by the Site Manager and complied with and enforced program policies and practices.
- Determined when a client did not comply with program requirements and applied sanctions as mandated.
- Planned, developed, and assisted with implementing media programs or campaigns designed to keep potential clients and the public informed of program services in conjunction with the Site Manager.
- Served as the Outreach Committee Chairwoman for the Yuba/Sutter Homeless Consortium. The Outreach Committee was charged with providing a complete system of services that will respond to the needs of the homeless and which is designed to enable all homeless persons to achieve and maintain self-sufficiency and greater self-determination.
Education
Master of Public Policy & Management -
University of Pittsburgh
Pittsburgh, PA12.2026
Bachelor of Applied Science - Human Services
Ohio University
Athens, OH12.2024
Bachelor of Applied Science - Customer Service Leadership
Ohio University
Athens, OH12.2024
Associate of Applied Science - Social Work
Eastern Gateway College
Steubenville, OH05.2023
Diploma - undefined
Marysville High School
Marysville, CA01.2002
Skills
- Team Leadership
- Policy & Program Development
- Process Improvement
- Budget Administration
- Regulatory Compliance
- Strategic Planning
- Data Analysis
- Operations Management
- Training & Coaching
- Corrective Action Planning
- Regulatory Compliance
- Quality Assurance Expertis
Affiliations
American Public Human Services Association (APHSA)
National Association for Program Information and Performance Measurement (NAPIPM)
- Region 6 Director & Medicaid Tag Chair
- Develop communication links with mountain plains regional states (CO, KS, MT, MO, ND,NE, SD, & WY) on upcoming federal policy changes, proposed legislation, and unforeseen problems encountered when implementing new policies. Coordinate the collection of state comments on proposed federal Medicaid, TANF, and Food Stamp regulations. Assist MPR states in resolving any Medicaid, TANF, and Food Stamp issues through APHSA contacts.
Timeline
Director of Quality Control
North Dakota Department of Health & Human Services
04.2022 - Current
Acting Economic Assistance Services Division Manager
Cass County Human Service Zone
01.2022 - 03.2022
Eligibility Supervisor
Cass County Human Service Zone
11.2021 - 03.2022
Lead Fair Hearings Officer
Sutter County Health & Human Services
08.2018 - 10.2021
Customer Service Center Workforce Manager
Sutter County Health & Human Services
07.2014 - 08.2018
Public Assistance Staff Development Specialist
Sutter County Health & Human Services
06.2011 - 07.2014
Public Assistance Specialist II
Sutter County Health & Human Services
06.2007 - 06.2011
Caseworker
California Tribal TANF Partnership
03.2006 - 06.2007
Bachelor of Applied Science - Human Services
Ohio University
Bachelor of Applied Science - Customer Service Leadership
Ohio University
Associate of Applied Science - Social Work
Eastern Gateway College
Diploma - undefined
Marysville High School
Master of Public Policy & Management -
University of Pittsburgh
Awards
2024 APHSA Excellent in Human Services Impact Award
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