Regina Drummond
Lafayette,IN
Summary
Detail-oriented Quality Analyst with a strong focus on accuracy and thorough data reviews. Collaborative team player with a talent for building strong relationships. Experienced in streamlining processes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Quality Service and Assurance Analyst
Indiana Department of Child Services
Lafayette , IN
2012.02 - Current
- Coordinated, scheduled, and oversaw various types of reviews including Quality Service Reviews (QSR), Older Youth Reviews (OYS), Child and Family Reviews (CFSR), Performance Improvement Plan (PIP) reviews, Practice Model Reviews (PMR), Hotline Reviews, Safe-ACT Reviews, and Institutional Child Protective Services (ICPS) Reviews
- Provided an in-depth understanding of aligning parallel processes regarding review.
- Ensured timely completion of assigned engagements while maintaining quality standards.
- Conducted reviews of peers' cases to ensure correct and suitable ratings.
- Conducted internal audits to measure adherence to established QA standards.
- Increased effectiveness in evaluating DCS practices and assessing other state's practices by obtaining CFSR accreditation as an Agile Reviewer.
- Contributed to the promotion of practice reform by participating in collaborative endeavors with PIP Workgroups.
- Assisted in developing critical program reviews and special projects as required.
- Trained and led staff on proper QA standards.
- Utilized client satisfaction surveys to improve service quality.
- Engaged in debriefing sessions with caseworkers and management staff, offering strength-based feedback on case ratings.
- Communicated regularly with management to discuss quality trends.
- Achieved Green Belt Certification in Six Sigma, demonstrating commitment to continuous quality improvement.
- Led and co-led multiple Continuous Quality Improvement projects statewide, enhancing state practice.
- Maintained policy, procedures, work instructions, and projects for quality and continuous improvement agendas.
- Oversaw process checks to verify proper completion and correct frequency.
- Led cross-functional team meetings to discuss testing strategies and share insights on quality improvements.
- Generated, analyzed, and presented data holistically in diverse written reports and presentations.
- Streamlined processes, increasing efficiency and consistency to support quality initiatives.
- Promoted and upheld agency's strong team building principles to ensure continuous growth.
- Applied strong skills in engagement and customer satisfaction, using strength-based language.
- Supported the development of teammates, ensuring they met organizational goals.
- Worked with team members to create efficient workflows, resulting in high productivity.
Family Case Manager
Department of Children's Services
Lafayette , IN
2007.12 - Current
- Monitored the implementation of service plans and provided feedback if any changes were needed.
- Identified potential risk factors that may negatively impact a family's well-being.
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
Education
Bachelor of Arts, Psychology -
Purdue University
West Lafayette, IN05.1999
Skills
- Data quality
- Critical thinking abilities
- Attention to Details
- Mentoring and training
- Project Management
- Customer Relations
- Organization and Time Management
- Documentation and materials
- Flexible and Adaptable
- Process Improvement
- Self-Driven and Motivated
- Teamwork and Collaboration
- Punctual and Dependable
- Problem-solving abilities
Certification
- Green Belt in Six Sigma
- Federal Agile Reviewer for Child Family Service Review
- Bronze Training for CQI
Timeline
Quality Service and Assurance Analyst
Indiana Department of Child Services
2012.02 - Current
Family Case Manager
Department of Children's Services
2007.12 - Current
Bachelor of Arts, Psychology -
Purdue University
- Green Belt in Six Sigma
- Federal Agile Reviewer for Child Family Service Review
- Bronze Training for CQI
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