REGINA COATES
Miami,FL
Summary
Goal-oriented professional successfully assists companies by developing and implementing updates to operational standards, team organization and employee engagement strategies. Proactive and personable leader with top-notch skills in streamlining information, prioritizing tasks and approaching issues with analytical mindset. Bringing years of experience and demonstrated track record of success.
Overview
19
19
years of professional experience
Work History
Regional Incident Management Consultant
State of Florida, Agency for Persons with Disabilities
Miami, USA
04.2023 - Current
- The lead reviewer of incidents reported from Dade and Monroe counties, impacting persons with disabilities, is tasked with assigning tasks to ensure safety and support to the appropriate workstream to meet the needs of those concerns.
- Review findings from DCF reports to ensure that the agency has adequately monitored the circumstances and that relevant incident reports are collaborated with those records.
- Serve as the process owner for managing and analyzing data, responsible for tracking trends in data and making proposals.
- Track deficiencies and recommend remediation for those that are non-compliant.
- Issue a variety of corrective actions and develop individualized training to ensure their future success.
- Provide monthly trainings to those in a variety of roles on best practices for adherence to Medicaid and legal requirements.
- Collaborate with team leads on the impact of the reported data on the work they perform.
- Gather and analyze data to identify trends, opportunities, and potential solutions.
- Develop financial models to assess the cost-benefit of proposed strategies.
- Conducted interviews with key stakeholders to understand business needs and objectives.
Supported Living- Human Service Analyst
State of Florida, Agency for Persons with Disabilities
Miami, USA
04.2019 - 04.2023
- Provide support to providers that are not in compliance with program rules and offer technical assistance on program requirements by conducting both formal and informal meetings as needed.
- Follow up on complaints, incident reports, and protective services investigations that involve Supported Living clients by interviewing Supported Living Coaches, Waiver Support Coordinators, and clients; deliberating on how these situations can be avoided in the future.
- Prepare various reports on consumer health and safety, financial needs, identified non-compliance, and discuss recommendations for improvement with leadership.
- Plan and facilitate quarterly meetings for APD Supported Living and Supported Employment service providers.
- Interview and assess those with an interest in Supported Living services, review and update data on those currently receiving services.
- Monitor the health and safety of consumers residing in residential facilities, providing guidance and instruction to owners and their employees in accordance with rules and statutes for program compliance.
- Utilize internal information system to review cost plans, support plans, medical administration records, individualized education plans, behavior plans, and other related documents, extracting data for analysis.
- Prepare group home required documents for license renewal in collaboration with the APD Licensing Specialist.
- Provided technical support and troubleshooting assistance to customers in resolving their inquiries or issues.
- Maintained customer service database by recording customer interactions and transactions, updating accounts information, and regularly filing documents.
- Assessed customer needs, identified solutions, and provided helpful advice to improve customer experience.
QSI- Sr. Human Service Analyst
State of Florida, Agency for Persons with Disabilities
Miami, USA
01.2017 - 04.2019
- Gather information required to process the Questionnaire for Situational Interview (QSI), input assessments to generate scores, and secure and share results interdepartmentally.
- Review cost plans, support plans, medical administration records, individualized education plans, behavior plans, and other related documents, extracting data for analysis.
- Meet with providers, consumers, and their family members in their natural environments throughout the community.
- Refer consumers and their family members to a variety of community resources that have the capacity to meet needs that may not be met through the Medicaid Waiver.
- Draft support plans for those having their initial assessments and answer questions that they may have regarding the documentation that they received by mail, alerting of their application status, and next steps.
- Provide support to other units with positions impacted by the services mentioned as needed, inclusive of the waiver, the waitlist, and the quality assurance teams.
- Provided technical support and troubleshooting assistance to customers in resolving their inquiries or issues.
- Maintained customer service database by recording customer interactions and transactions, updating accounts information, and regularly filing documents.
- Assessed customer needs, identified solutions, and provided helpful advice to improve customer experience.
Education Support Specialist
Parent to Parent of Miami
Miami, USA
08.2014 - 01.2017
- Face-to-face direct support to clients, providing solutions to their needs, and matching them to appropriate community resources.
- Advocate on behalf of my clients in person to ensure that they receive optimal results toward their goals.
- Deliver presentation workshops throughout the community as a subject matter expert.
- Establish partnerships with local organizations for community outreach to increase our client base in targeted areas.
- Participate in fundraising planning and the execution of fundraising initiatives.
- Pinpoint families with exceptional potential and link them to leadership activities.
- Identify families with outstanding needs and refer them to other organizations and charities.
- Provided guidance and assistance to students, staff, and parents regarding educational policies and procedures.
- Organized student records, collected data, and maintained databases for student tracking systems.
- Assisted in the development of curriculum materials, resources, and activities to support classroom instruction.
Professional Development and Training Associate
University of Miami
Coral Gables, USA
02.2006 - 05.2010
- Facilitate trainings for new employees, administrative support professionals, and emerging leaders on the Coral Gables and Medical Campus.
- Select outside consultants and trainers to conduct trainings in assigned topic areas.
- Develop training manuals, multimedia visual aids, and other educational materials required for training programs.
- Maintain training records in the Learning Management system and prepare statistical reports.
- Provide departmental Human Resource support, inclusive of reviewing incoming resumes, scheduling interviews, and processing paperwork for new hires.
- Monitor and reconcile department financial records, inclusive of monitoring purchases, ordering needed office supplies, and reporting on behalf of this department.
- Prepare monthly budget reports and track program costs.
- Designed and developed training programs to meet organizational goals.
- Conducted train-the-trainer sessions to ensure successful implementation of new procedures.
- Assessed training needs by analyzing job descriptions, observing employees on the job, and conducting surveys.
Education
Graduate of 2017 -
Florida Partners in Policy Making
01.2017
B.A. - Business Administration
Flagler College
Tallahassee, FL12.2005
Skills
- Adaptability
- Multitasking
- Data analysis
- Data Organization
- Interagency Software Knowledge
- Microsoft Office Suite
- Trend modeling
- Business solution development
- Change Management
- Employee Motivation
- Business Administration
- Client Support
- Business improvement
- Strategy Development
References
Furnished upon request
Timeline
Regional Incident Management Consultant
State of Florida, Agency for Persons with Disabilities
04.2023 - Current
Supported Living- Human Service Analyst
State of Florida, Agency for Persons with Disabilities
04.2019 - 04.2023
QSI- Sr. Human Service Analyst
State of Florida, Agency for Persons with Disabilities
01.2017 - 04.2019
Education Support Specialist
Parent to Parent of Miami
08.2014 - 01.2017
Professional Development and Training Associate
University of Miami
02.2006 - 05.2010
Graduate of 2017 -
Florida Partners in Policy Making
B.A. - Business Administration
Flagler College
Similar Profiles
Jessica FlahertyJessica Flaherty
Incident Management Lead at State of Florida Agency for Persons with DisabilitiesIncident Management Lead at State of Florida Agency for Persons with Disabilities
Ina Polly BennettIna Polly Bennett
Support Coordinator Agency for Persons With Dis. at State of Florida Agency for Persons with Dis.Support Coordinator Agency for Persons With Dis. at State of Florida Agency for Persons with Dis.
Serena DebesaSerena Debesa
Personal Support Worker at Agency For Persons With Disabilities/ Gentle HeartsLLCPersonal Support Worker at Agency For Persons With Disabilities/ Gentle HeartsLLC