Regina Torrez
Phoenix,USA
Summary
Compassionate Case Worker with over 17 years in social services. Expertise in developing personalized service plans, advocating for clients, and collaborating with community organizations to secure essential resources. Committed to providing exceptional support and facilitating positive outcomes for individuals and families.
Overview
32
32
years of professional experience
Work History
Case Manager 2
State Of Arizona, Department Of Economic Security
Avondale, Arizona
09.2024 - Current
- Managed member caseload, coordinated service approvals, and delivered timely support.
- Provided case management support through intake assessments, crisis response, advocacy, referrals, and member monitoring.
- Assessed client needs and developed personalized service plans.
- Advocated for clients and resolved service disputes to improve delivery.
- Collaborated with community organizations to connect clients with resources.
- Supported communication among clients, families, and service providers to strengthen support networks.
- Kept accurate case documentation and member records current.
- Maintained accurate case records and documentation in line with agency guidelines.
- Trained and mentored new and existing team members on best practices and procedures to support unit performance.
- Supported service approval processes.
- Responded to chat questions.
- Researched policies and reviewed guidelines with team members as needed.
- Led weekly team huddles on rotating basis with other team leads.
CASE MANAGER/NURTURING PARENTING
Sage Counseling
Phoenix, Az
09.2021 - 08.2024
- Provided family-centered, trauma-informed services to develop nurturing parenting skills, promoting healthier family dynamics and reducing risk of abuse and neglect.
- Coordinated client assessments and developed personalized treatment plans.
- Facilitated communication between clients and healthcare providers.
- Monitored client progress and adjusted care strategies as needed.
CASE MANAGER/FAMILY SUPPORT WORKER
Sage Counseling
Phoenix, Az
01.2017 - 09.2021
- Supported families in navigating short- and long-term challenges, facilitating access to necessary resources.
- Assessed client needs and provided tailored support, empowering service users to overcome difficulties and achieve personal goals.
- Assessed client needs through comprehensive interviews and evaluations.
- Developed individualized treatment plans in collaboration with multidisciplinary teams.
- Coordinated services and resources for clients to ensure effective support.
OFFICE MANAGER
Prileo Home Care
Phoenix, Az
05.2016 - 12.2016
- Managed team of 4 office employees, overseeing coordination with 800 caregivers.
- Guided clients in accessing services through agency for Az Long Term Care and Division of Developmental Disabilities.
- Managed daily office operations and maintained a productive work environment.
- Coordinated schedules and appointments for staff and clients efficiently.
- Oversaw supply inventory and ordered necessary materials for office functions.
ELIGIBILITY INTERVIEWER
Department of Economic Security
Phoenix, Az
02.2015 - 01.2016
- Conducted customer interviews to assess eligibility for benefits including AHCCCS, Nutrition Assistance, and Cash Assistance, adhering to state and federal guidelines.
- Monitored operations to ensure adherence to processing standards, maintaining quality and compliance.
- Conducted interviews to determine eligibility for various assistance programs.
- Reviewed documentation to verify applicant information and compliance with regulations.
- Explained program requirements and processes to applicants and community members.
FIELD SUPERVISOR
Employers Choice/Good Neighbor Support Services
Goodyear, Az
10.2013 - 12.2014
- Established and nurtured relationships with clients and agency staff to enhance service delivery.
- Performed home visits to verify quality of care for AZ Long Term Care and Developmental Disability clients, ensuring caregiver compliance with care standards.
- Supervised daily operations and ensured adherence to safety protocols.
- Coordinated team schedules and managed workflow efficiency across multiple sites.
- Trained new staff on company policies and operational procedures.
OPERATIONS MANAGER
Employers Choice/Good Neighbor Support Services
Goodyear, Az
05.2012 - 10.2013
- Led team of eight office employees and coordinated efforts of 1500 caregivers to ensure seamless operations.
- Monitored client care quality and customer service standards to guarantee satisfaction and compliance.
- Processed all reports to ensure all Arizona State regulations are met.
- Coached and mentored employees to enhance skill development and team effectiveness.
- Implemented new policies and procedures and held employee meetings for ongoing training.
- Attended Individual Support Plan meetings to ensure all objectives and goals are met by the client, family and agency.
- Provided support services to clients meeting Arizona Long Term Care and Division of Developmental Disabilities qualifications.
SUPERVISOR/CASE MANAGER
Hospital Patient Services
Phoenix, Az
03.2009 - 05.2012
- Managed daily employee activities to ensure adherence to company policies and fulfillment of all compliance requirements.
- Daily meetings with hospital Case Management and PFS Supervisor to provide an update on all self pay and secondary patients.
- Conducted patient interviews for AHCCCS state Medicaid, ALTCS, and SSI MAO eligibility.
- Collected and submitted required documents for timely determination by Department of Economic Security or AHCCCS.
Office Manager
HENRY PRODUCTS INC.
Phoenix, Arizona
11.1994 - 09.2008
- Managed inventory of building materials across multiple warehouse locations.
- Coordinated procurement processes with suppliers and vendors for timely delivery.
- Oversaw team training on safety protocols and operational procedures.
- Streamlined storage solutions to maximize warehouse efficiency and organization.
- Engaged customers to understand their needs and recommend suitable products.
- Participated in inventory management by tracking stock levels and replenishing items.
- Managed daily office operations and coordinated administrative tasks effectively.
- Supervised office staff and delegated responsibilities to ensure workflow efficiency.
Skills
- Client Advocacy
- Case documentation
- Crisis Intervention
- Problem Solving Skills
- Time management
- Strong Organizational Skills
- Computer Skills
- Team Collaboration
- Teamwork Skills
- Team mentoring
- Conflict resolution
- Excellent Customer Service Skills
- Active Listening Skills
- Attention to detail
- Clear communication
- Relationship building
Professional Development And Training
- ACES & Suicide Prevention
- An Overview of Substance Use Disorders
- Basics of Defensive Driving
- Cultural Competence
- Ethics and Corporate Compliance
- HIPAA: Privacy Rule
- Identifying and Responding to Child Abuse and Neglect
- Identifying and Responding to Intimate Partner Violence
- Infection Control: Essential Principles
- Introduction to Motivational Interviewing
- Maintaining Professional Boundaries
- Overview of Family Psychoeducation
- Safety In The Field
- Security Awareness Training Level I
- The Basics of Ethical Decision Making
- Valid Driver License & Fingerprint Clearance Card
Timeline
Case Manager 2
State Of Arizona, Department Of Economic Security
09.2024 - Current
CASE MANAGER/NURTURING PARENTING
Sage Counseling
09.2021 - 08.2024
CASE MANAGER/FAMILY SUPPORT WORKER
Sage Counseling
01.2017 - 09.2021
OFFICE MANAGER
Prileo Home Care
05.2016 - 12.2016
ELIGIBILITY INTERVIEWER
Department of Economic Security
02.2015 - 01.2016
FIELD SUPERVISOR
Employers Choice/Good Neighbor Support Services
10.2013 - 12.2014
OPERATIONS MANAGER
Employers Choice/Good Neighbor Support Services
05.2012 - 10.2013
SUPERVISOR/CASE MANAGER
Hospital Patient Services
03.2009 - 05.2012
Office Manager
HENRY PRODUCTS INC.
11.1994 - 09.2008