Shandy Willie

• Maintained quality assurance and customer satisfaction objectives.
• Executed diagnostics, troubleshooting and evaluations on CalWin, MEDS, WORK #, & SAVE.
• Organized work to meet demanding production goals.
• Completed job reports and logs immediately following service calls.
• Knowledgeable and up to date on the following programs: CalWorks, CalFresh, Medical & General Assistance.
• Holds unlimited case load currently & still processes 80% of cases assigned with low error rate.
• Up to date on all trainings, policies, newsletters & handbooks.
• Receives great feedback from clients, no matter how difficult the case or issue. I work hard to provide any client with the best experience possible.
• Currently have been working from home every other week since 05/2022 & still perform above expectations.
• Utilize Microsoft TEAMS, WORD, Outlook, MEDS & CalWin on a daily basis to complete work.
• Enjoy trainings & assisting my unit in any way possible, flexible with scheduling & holidays.
• Providing thorough case dictation for actions assigned, explains action, updates case to reflect, cites newsletters & handbooks when applicable to case such as COVID-19 interview waiver, & reports on ongoing benefits & sends all docs to imaging.
• Returns client's phone calls as promptly as possible.
• Works on Appeals derived from Appeals Officers from Alameda County regarding cases & completes task(s) assigned with dictation.

• Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
• Inspected equipment to diagnose operational issues.
• Adhered to safety protocols and policies to reduce workplace hazards.
• Explained diagnostic findings to customers and outlined repair or service options.
• Interviewing clients on a daily basis, processing benefits such as SAR 7's, Recertification's, telephone interviews, client concerns, etc.
• Working overtime per Medical & CalFresh cases when pandemic hit to ensure clients receive benefits.
• Reviewing cases that require trouble shooting, assisting other co-works when needed.
• Thoroughly processing cases by reviewing entirety of case, case dictation & all docs.

- Completed Induction (03/19-09/19) which taught the specifics for CalWorks, CalFresh, General Assistance & Medical. Passed above required scoring for all programs for each test per program & final test with all programs combined.

-After my training, I specialized as a General Assistance Caseload worker with hundreds of clients who were permanently unable to work 36 months or more.

-Worked diligently to best accommodate clients with disabilities, spoke different languages, unable to write or speak, veterans & minorities.

-Utilized language line for non-English speaking clients.

-Processed ongoing eligibility benefits for General Assistance clients.

-Worked with SSI Advocacy Unit, Social Workers & Doctor on work premises to best serve clients needs.

-Processed Overpayment(s/)Overissuance(s)assigned, computed monetary amounts via CalWin & issued correspondence.

-Provide detailed case dictation on actions taken on case, resolution & benefits processed.

-Processing ICT(Inter County Transfers)'s tp neighboring CA counties, working with requesting county staff to expedite ICT's.