Scott Lankford

• Organize and maintain a staff of 80.
• Teach, learn, and stay apprised of government administrative policy and exercise the knowledge and application of that knowledge.
• Consistently keep up with building maintenance and the building needs. This includes development and practice of safety measures including natural disasters and emergency situations.
• Utilized several reports to keep a consistent flow of accurate and timely case maintenance for our customers.
• Train employees.
• Developing, planning, and presenting meetings to keep an open line of communication with staff.
• Oversees all office functionality including maintaining employees files, supply ordering, maintenance requests, payroll, inventory,etc.
• Outreached to other resources in the community to develop a partnership to provide more knowledge of services available to our customers.

• · Conducted interviews and applied policy and procedure to process applications from Illinois residence for SNAP, cash, and medical programs through our IES system.
• · Created WebExes to have new caseworkers shadow the interview process.
• · Monitored and Maintained various interview queues in the IES system to help maintain compliance.
• · Timekeeper for local office. Manages and maintains payroll for office through our legacy system. Created various spreadsheets to maintain accuracy.
• · Developed spreadsheets used for the local office to help organize office functions.

• Distributed and followed up on tenant renewal notices.
• Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
• Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
• Resolved conflicts between tenants regarding noise, encroachments, and parking.
• Collaborated with maintenance staff to ensure timely completion of work orders, resulting in satisfied residents.

• · Registered applications for Illinois residents who requested assistance for various programs such as SNAP, Medicaid, and cash.
• · Monitored and Maintained various interview queues in the IES system to help maintain compliance.
• · Timekeeper for local office. Managed and maintained payroll for office through legacy system. Created various spreadsheets to maintain accuracy.
• · Developed spreadsheets used for the local office to help organize office functions.
• · Developed various assistant guides for the local office to assist with how to register applications and data cap.

• · Greeting every client who comes in to the resource center.
• · Using various computer system (i.e. FAMIS, MEDES, The work number, Itrackr) to review client’s cases and answer questions they have about their cases.
• · Completing face-to-face interviews or casework updates when needed for client’s who have applied for SNAP, Child Care, Medicaid, or Temporary Assistance.
• · Processing various verifications or changes submitted by clients.
• · Uploading all documentation that clients supply in to our ECM system.

• · Monitor Eligibility Specialist’s performance in a call center environment regularly by:

A.) Scoring four calls per month per employee

B.) Conducting weekly one-on-one sessions with each employee to . evaluate their performance

C.) Holding weekly group meeting with my entire staff

• ·Be readily available to assist 125 Eligibility Specialist staff when needed by:

A.) Using an office IM to answer questions about policy

B.) Answering supervisor calls that are requested by clients

C.) Monitoring the call queue

• · Participating in and leading webinars.
• · Training staff.
• · Interviewing and hiring staff.
• · Completing annual performance appraisals for employees
• · Completing interviews or casework updates when needed for clients who have applied for benefits through our agency

• · Managed and maintained a caseload of 1,300 cases for Missouri residents who applied for SNAP, Child Care, Medicaid, and Temporary Assistance.
• · Mentored other employees.
• · Developed a training guide for new employees.