Summary
Overview
Work History
Education
Skills
Timeline
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Shamika Williams

Austin,TX

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

26
26
years of professional experience

Work History

Program Manager

Endeavors
08.2023 - Current
  • Improved program efficiency by streamlining processes and implementing time-saving solutions.
  • Managed cross-functional teams for successful project completion within deadlines and budgets that met the standards for Austin Public Health Partner Grants.
  • Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
  • Developed strategic plans, setting clear objectives and achievable milestones for the team in achieving 215 or more successfully program enrollments.
  • Provided sound training and oversight of program staff in the delivery of comprehensive intake and case management to clients and their families who are homeless and/or at risk of homelessness.
  • Established strong relationships with key stakeholders, ensuring support for Homelessness Prevention program initiatives.
  • Delivered high-quality results by setting performance metrics and monitoring progress against targets while utilizing Salesforce a a data system for client files.
  • Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
  • Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders.
  • Cultivated positive rapport with fellow employees to boost agency morale and promote employee retention.

Emergency Housing Voucher Coordinator- Contractor

Texas Homeless Network
06.2022 - 08.2023
  • Identified affordable housing properties in eligible counties where clients can reside giving consideration to special populations.
  • Communicated to property managers and prospective property managers, about incentives for housing people with negative or no rental history, criminal background, mental illnesses, substance abuse issues, and/or inadequate or no income.
  • Understood tenant's rights and will be available to mediate if problems arise with property manager/tenant relationships.
  • Evaluated housing trends and client needs.
  • Communicated results through project management and issues to appropriate groups and partner agencies.
  • Maintained housing directory developing strategic partnerships with property managers to increase. availability to clients experiencing homelessness and to clients at risk of losing housing.
  • Implemented and understood Housing Search Assistance operational requirements in Notice PIH 2021-15 while working directly with Texas Department of Housing and Community Affairs (TDHCA).

Retention Specialist (Remote)

Globe Life
06.2021 - 06.2022
  • Serviced inbound calls from current policyholders with intent of canceling their insurance benefits.
  • Answered questions regarding coverage, premium and other policy information.
  • Composed business letters, communicating effectively through written and verbal communication.
  • Worked independently and making judgment decisions is required.
  • Made outbound calls to existing policyholders to collect delinquent premium payments.
  • Conducted resell of benefits of policies and provided excellent customer service.
  • Used various sales techniques to help increase retention of policyholders.
  • Recorded policyholder information for reporting and transaction purposes.
  • Conducted extensive telephone contact and appropriate telephone skills.
  • Utilized discretion and tact in providing service to customers.
  • Self-motivated, with a strong sense of personal responsibility

Program Manager

Foundation For The Homeless
10.2019 - 02.2021
  • Designed, developed, and administered client-centered, trauma-informed programs, operating procedures, and program evaluation guidelines for agency's shelters, housing, rehousing, and self-sufficiency programs.
  • Provided technical assistance to staff relating to design and implementation of agency programs.
  • Administered and supported agency's team in wrap-around approach providing administrative management and supervision of case management function.
  • Established and overseen administrative procedures to meet objectives set by board of directors or senior management to stay within 90 percentiles in housing clients.
  • Demonstrated proficiency with client data systems.
  • Prepared and maintained records along with reports such as budgets, personal records, or training manuals.
  • Provided direct service and support to individuals or clients, such as handling referral for advocacy issues, conducting needs evaluation, or resolving complaints.
  • Recruited, interviewed, and hired or signed up volunteers and staff.
  • Assisted staff in locating housing for clients.
  • Identified and evaluated potential business leads and requests for proposals.
  • Assisted with grant tracking and reporting.
  • Assisted with additional development-related projects as needed.
  • Wrote, prepared, proofread, and finalized deliverable assignments with close attention to format requirements and deadlines specified in government and non-government grants.

SOAR (SSI/SSDI Outreach Access Recovery) SPEC/CM

Front Steps
11.2018 - 10.2019
  • Contributed and offered community based recovery focused support, advocacy, leisure and enrichment activities to Veterans who desire stable housing and ability to engage fully in community life by obtaining disability income.
  • Worked directly with gaining documentation needed submitting SSA benefits application.
  • Worked directly with community outreach teams and engaged SSVF program along with HARP (Homeless Veteran Reintegration Program) clients experiencing homelessness to connect with appropriate services within agency to mainstream SSA benefits for which client may be eligible and interested in pursuing.
  • Maintained awareness of "Housing First" model within rapid rehousing, in assisting clients achieving resources to achieve housing stability.
  • Utilized motivational interviewing with clients in support for veterans in recovery from mental illness, addiction, or homelessness by helping to identify person-centered strength and abilities.
  • Utilized knowledge of Trauma Informed Care and Mental Health Aid training acquired.
  • Adhered to strategies and goals outlined in housing goals.
  • Referred clients to additional resources to address other service needs such as VA benefits, legal assistance, substance abuse counseling, or engaging in natural support within community setting feasible by client.

Supportive Housing Case Manager

Caritas Of Austin
01.2018 - 11.2018
  • Provided case management to approximately 21 participants as assigned coming of chronic homelessness.
  • Managed caseload by conducting screening, intake, assessment, service plan development, monitoring, linkage to appropriate community resources for behavioral health or substance abuse, follow up, appropriate discharge, and tracking.
  • Perform outreach and build rapport with clients.
  • Conducted assessments of clients and potential clients to determine personal resources and barriers to housing.
  • Developed individual service plan with each client to include information and referrals specific to their needs, plan for accessing such services, and follow-up schedule to connect them to housing or support long-term housing stability.
  • Assessed risk factors during intake of clients and document chronic homeless status, disability, and income requirements to include in housing plan.
  • Completed Income Certification on intake, and determined client rent portion.
  • Conducted re-certification annually and re-determine/certify rent portion.
  • Provided support and referrals to clients in accessing resources and services to maintain housing stability.
  • Developed and facilitated psycho-educational and life skills groups designed to maintain clients' housing stability, address self-care issues, and increase clients' income and skill levels.
  • Provided leadership and support to volunteer mentors working with housed clients. Develop and facilitate group social activities for volunteer mentors and clients.
  • Kept track of and reported volunteer mentors time spent to Program Manager.
  • Participated in inter-agency case management collaborations to share information, resources and problem-solve client challenges and barriers that may impact housing stability.
  • Completed Housing Habitability Standards assessment prior to any new move into housing, to ensure unit meets standards.
  • Addressed client emergencies and crises as needed to maintain housing stability.

Peer Support Specialist, SSVF

Caritas Of Austin
06.2016 - 01.2018
  • Provided a community based recovery focused support, advocacy, leisure and enrichment activities to Veterans who desire stable housing and ability to engage fully in community life within rapid re-housing program.
  • Maintained awareness of "Housing First" model within rapid rehousing and understanding VI-SPDAT scoring system in assisting clients achieving resources to achieve housing stability.
  • Created Standard Operation Procedure manual for position in adapting into role and creating policies for positive daily work flow.
  • Utilized motivational interviewing with clients in support of veterans in recovery from mental illness, addiction, or homelessness by helping to identify person-centered strength and abilities.
  • Demonstrated extensive knowledge of Trauma Informed Care and Mental Health Aid training acquired.
  • Adhered to strategies and goals outlined in housing goals.
  • Referred clients to additional resources to address other service needs such as VA benefits, legal assistance, substance abuse counseling, or engaging in natural support within a community setting feasible to client.

Administrative Assistant

Peak Performers
04.2014 - 06.2016
  • Performed wide variety of clerical and secretarial task in support of assigned function, including filing, typing, multi-line phone calls, and copying.
  • Maintained accurate and up-to-date files and records for Department of Public Safety law enforcement training department; and monitored various logs and files for accurate information.
  • Assisted with special projects for Department of Public Safety Audit and Texas Gang Division, such as responding to request and inquiries on system logins.
  • Maintained effective working relationships with statewide law enforcement agencies and communicate clearly verbally and in writing state policies for law enforcement training.

Dental Assistant

Evins Personnel Consultants, Inc.
02.2013 - 04.2014
  • Performed a variety of patient care, office, and laboratory duties, and often work chair-side as dentists examine and treat patients. They make patients as comfortable as possible in the dental chair, prepare them for treatment, and obtain their dental records.
  • Prepared patients for treatment while assisting dentist in performing restorative dentistry or oral surgery.
  • Prepared materials and equipment for treatment and have them available for the dentist to assess.
  • Took x-rays and assist the dentist with laboratory work, such as making crowns, dentures, whitening trays, dental impressions, dental bridges.
  • Performed other work, such as making appointments, answering phone calls, ordering supplies, and dental insurance billing.

Customer Relations Specialist

GTECH
03.2012 - 01.2013
  • Demonstrated relentless commitment to meeting and exceeding customers' expectations while also achieving goal of reducing risks and costs of providing services.
  • Worked to build effective partnership with customer on daily basis.
  • Listened to customers and asks appropriate questions to determine their requirements.
  • Performed entry level network monitoring by confirming tool set availability, using tools for verification of services, and detecting, reporting, escalating, and documenting anomalies according to established procedures.
  • Monitored logical security through use of established tools and procedures.

Medicaid Eligibility Specialist

Texas Health And Human Service Commission
02.2010 - 08.2011
  • Assisted clients with completion of applications and paperwork.
  • Communicated with people from various cultures and backgrounds on application process for nursing home medicaid.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Interviewed applicants and explained scope of different available benefits.
  • Self-motivated, with strong sense of personal responsibility.
  • Proved successful working within tight deadlines and fast-paced environment.
  • Explained program benefits and requirements while providing referral service information to clients, providers, agency staff and general public.
  • Determined Medicaid eligibility for medical services for aged and disabled individuals according to verification and policy requirements during intake process.
  • Provided substantial data entry by gathering and verifying data to determine benefits while determining co-payment set for clients in covering nursing home expenses based on income clients receive monthly.
  • Reviewed eligibility of over 1,500 clients for ongoing service while monitoring 4 nursing home facilities in compliance with state and federal requirements.

Dental Technician

United States Navy, USN
02.1998 - 11.2004
  • Provided personalized care to over thousands of patients and demonstrated superb clinical skills within hospital setting.
  • Applied knowledge in all specialties of dentistry. Accurately managed budget of 3 departments totaling over $1,000,000.
  • Researched and purchased wide variety of dental supplies, equipment and contracts. Inventoried over $4,000,000 worth of dental and scientific equipment.
  • Performed all dental administrative duties including attendance, time sheets, scheduling, memos, evaluations and counseling.
  • Assembled dental records for new patients and those needing replacements. Reviewed dental records monthly for uniformity and accuracy. Filed records daily upon completion of each work day.
  • Managed, directed, guided and instructed department of 25 dentists and 20 dental assistants.
  • Provided assistance with HARP( Hometown Area Recruiting Assistance Program) duty to assist with Navy Recruitment.
  • Implemented training program to increase skills of current and new employees.
  • Developed system to evenly distribute workload for smoother work schedule.

Education

Master of Education - Mental Health Counseling

University of The Southwest
Hobbs, NM
10.2017

Bachelor of Science - Management- Emphasis Sales/Marketing

Kaplan University
Fort Lauderdale, FL
06.2009

Skills

  • Service Requests
  • Document Organization
  • Budget Administration
  • Administrative Support
  • Tenant Relations
  • Housing Regulations
  • Family Applications
  • SalesForce
  • Business Intelligence
  • Case Management
  • Active Listening
  • Budget Creation
  • Employee Performance Evaluations
  • Referrals and Networking
  • Database Systems
  • Schedule Creation
  • Information Updates
  • Status Updates
  • Eligibility Guidelines
  • Case Planning and Management
  • Prioritization Skills
  • Project Management

Timeline

Program Manager

Endeavors
08.2023 - Current

Emergency Housing Voucher Coordinator- Contractor

Texas Homeless Network
06.2022 - 08.2023

Retention Specialist (Remote)

Globe Life
06.2021 - 06.2022

Program Manager

Foundation For The Homeless
10.2019 - 02.2021

SOAR (SSI/SSDI Outreach Access Recovery) SPEC/CM

Front Steps
11.2018 - 10.2019

Supportive Housing Case Manager

Caritas Of Austin
01.2018 - 11.2018

Peer Support Specialist, SSVF

Caritas Of Austin
06.2016 - 01.2018

Administrative Assistant

Peak Performers
04.2014 - 06.2016

Dental Assistant

Evins Personnel Consultants, Inc.
02.2013 - 04.2014

Customer Relations Specialist

GTECH
03.2012 - 01.2013

Medicaid Eligibility Specialist

Texas Health And Human Service Commission
02.2010 - 08.2011

Dental Technician

United States Navy, USN
02.1998 - 11.2004

Master of Education - Mental Health Counseling

University of The Southwest

Bachelor of Science - Management- Emphasis Sales/Marketing

Kaplan University

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Shamika Williams