SHANEKIA SYE
Baltimore,MD
Summary
A dedicated service professional with strong background in coordinating and managing human service operations. Known for driving efficiency and enhancing constituent experiences while fostering collaborative team environment. Reliable and adaptable, equipped with key skills in communication and organization. Proven ability to manage client relationships and coordinate services within fast-paced environment. Skilled in problem-solving and effective communication, with focus on delivering high-quality results. Seeking to transition into new field where these transferable skills can be applied to achieve team and organizational goals.
Overview
17
17
years of professional experience
Work History
Senior Social Service Coordinator
Department of Housing & Community Development- HHP
02.2021 - Current
- Team Lead of 6 to 8 Social Service coordinators
- Oversees and coordinates the management of a variety of complex client cases involving the provision of social, health, vocational, rehabilitation, Weatherization, Lead, or related services to City residents.
- Reviews, monitor, and process a wide variety of complex cases involving the provision of Rehabilitation, Weatherization, Lead, Crisis Services, or related services to City residents.
- Multiple case coordination and case handling, problem identification and resolution and resource services utilization.
- Interview and investigate clients and family members, neighbors, social and health care providers in office or home to discover, delineate, and document problems, needs and social and economic background and status.
- Receives, investigates, and seeks to resolve complaints from, or on behalf of residents and domiciles in the City of Baltimore
- Determines if client meets eligibility standards for identified programs.
- Reviews and analyzes client information to develop and recommend problem-solving strategies, Housing rehabilitation needs, recovery programs, and/or lifestyle modifications and make appropriate referrals as warranted
- Advises clients on available City, State and private services and programs.
- Provide clients with handouts, brochures, and related documents for their information and use.
- Act as a liaison between City residents, DHCD, Community groups and other service providers.
- Responds to emergencies to assist as directed, either in the field or in an office setting
- Identifies problems and takes necessary actions to deal with emergency situations
- Discusses problem-solving options and strategies with clients to motivate them to adhere to an improvement strategy.
- Has the ability to establish and maintain effective relationships with residents, their families, staff and administrators, and also emergency services
- Engage all constituents by understanding and addressing their needs within or outside the scope of work
- Maintains and ensures the confidentiality of accurate, up to date and detailed client case records and files.
- Refers issues requiring professional intervention to superiors for any recommendations or actions on case dispositions.
- Log reports, correspondence and evaluations concerning the status of clients, problem resolution and long-term plans and strategies into the Neighborly Software
- Writes detailed complaint case narrative reports
- Evaluates and makes recommendations regarding the effectiveness and efficiency of program policies, practices, and procedures.
- Participates in special events with community groups, business and
City agencies to promote community fairs, walking tours and neighborhood clean-up activities, etc. - Attends community meetings and provides various informational materials to the public about services provided, community initiatives and how to contact the office for help with a variety of life issues.
- May resolve conflicts between clients and service providers with conflict mediation and resolution
- Handle sensitive and tense situations with calm, tact and diplomacy.
- Communicates effectively, both orally and in writing
- Improved communication between departments by organizing regular meetings and updates.
- Coordinated team efforts to streamline service delivery and enhance client satisfaction.
Social Services Coordinator
Department of Housing & Community Development- HHP
01.2019 - 02.2021
- Reviews, monitor, and process a 10 to 100 complex cases involving the provision of Rehabilitation, Weatherization, Lead, Crisis Services, or related services to City residents.
- Identified community resources to support clients.
- Multiple case coordination and case handling, problem identification and resolution and resource services utilization.
- Cultivated positive, trusting relationships with clients and community providers to promote effective coordination of resources.
- Interview and investigate clients and family members, neighbors, social and health care providers in office or home to discover, delineate, and document problems, needs and social and economic background and status.
- Receives, investigates, and seeks to resolve complaints from, or on behalf of residents and domiciles in the City of Baltimore
- Determines if client meets eligibility standards for identified programs.
- Reviews and analyzes client information to develop and recommend problem-solving strategies, Housing rehabilitation needs, recovery programs, and/or lifestyle modifications and make appropriate referrals as warranted
- Advises clients on available City, State and private services and programs.
- Provide clients with handouts, brochures, and related documents for their information and use.
- Act as a liaison between City residents, DHCD, Community groups and other service providers.
- Responds to emergencies to assist as directed, either in the field or in an office setting
- Identifies problems and takes necessary actions to deal with emergency situations
- Discusses problem-solving options and strategies with clients to motivate them to adhere to an improvement strategy.
- Has the ability to establish and maintain effective relationships with residents, their families, staff and administrators, and also emergency services
- Engage all constituents by understanding and addressing their needs within or outside the scope of work
- Maintains and ensures the confidentiality of accurate, up to date and detailed client case records and files.
- Refers issues requiring professional intervention to superiors for any recommendations or actions on case dispositions.
- Log reports, correspondence and evaluations concerning the status of clients, problem resolution and long-term plans and strategies into the Neighborly Software
- Writes detailed complaint case narrative reports
- Evaluates and makes recommendations regarding the effectiveness and efficiency of program policies, practices, and procedures.
- Participates in special events with community groups, business and
City agencies to promote community fairs, walking tours and neighborhood clean-up activities, etc. - Attends community meetings and provides various informational materials to the public about services provided, community initiatives and how to contact the office for help with a variety of life issues.
- May resolve conflicts between clients and service providers with conflict mediation and resolution
- Handle sensitive and tense situations with calm, tact and diplomacy.
- Communicates effectively, both orally and in writing
Energy Program Technician II
Department of Housing & Community Development- HHP
08.2014 - 01.2019
- Data Entry
- Assign and review the work in an Energy Assistance Program Unit of the DHCD
- Receive, Certify, and process 1 to 50 pending applications for the Dept of Weatherization and the Office of Rehabilitation Services
- Monitor the contracts of Fuel Vendors, authorize advanced emergency oil deliveries, resolve disputes between vendor and program clients, ensure adherence to State Policy on Delivery Practices
- Contact Representatives of the Baltimore City Gas and Electric Company to verify approval of applications for Energy Assistance and Authorize Extension or restoration of services
- Confer with Baltimore Gas and Electric Company to resolve duplicate payments or overpayments
- Assist clients with completing applications, advising them regarding Energy Conservation Techniques
- Maintain files for Weatherization and mail notices of Program eligibility determinations to applicants
- Refer applicants and clients to other Social Service Agencies and may advocate in obtaining needed services
- Collect and Compile Program Data for preliminary report preparation and collect and distribute energy brochures and program data
- Review, monitor, and process assigned client cases involving rehabilitation or related services to city residents
- Interview clients in office or home to determine if client meets eligibility standards for identified programs
- Review and analyze client information in order to develop and recommend lifestyle modifications
- Consult with director and co-workers on cases in order to gather counsel, observations, evaluations, and recommendations on case dispositions
- Advise clients on available City, State, and private services and programs
- Provide clients with handouts, brochures, and related documents for their information and use
- Maintain accurate, up to date and detailed client case records and files, ensure confidentiality of client case records and files
- Multiple case coordination and case handling, problem identification and resolution and resource services utilization
- Interview clients in office or home to discover, delineate, and document problems, and needs
- Determine if client meets eligibility standards for identified programs
- Interview client’s family members, neighbors, and social and health care providers if there is need to investigate client’s problems, needs, and social and economic background and status
- Review and analyze client information to develop and recommend problem-solving strategies, Housing rehabilitation needs, recovery programs, and/or lifestyle modifications
- Assisted in implementation of program initiatives to support operational goals.
Energy Program Assistant
OHEP -Office of Home Energy Program-Baltimore City
11.2007 - 04.2014
- Served as a representative of the company, displaying professionalism, courtesy, tact, consideration, and discretion in all contact with clients and the public
- Fully understand all program requirements and standards
- Customer Service- Screen applicants to determine eligibility for energy assistance or Weatherization
- Data Entry- Process, enter, certify and/or reject new or renewal of 1 to 100 applications based on specified requirements
- Compile data and categorize applicants according to fuel consumption
- Contact representatives of the Baltimore Gas and Electric Company to verify approval of applications
- Authorize extension or restoration of services
- Ensure and maintain program records and files for accuracy, completion, and compliance for Maryland Energy Assistance Program clients, vendors, and activities
- Answer phones if needed
- Assisted in the coordination of program activities to enhance operational efficiency.
Education
High School Diploma -
Frederic Douglass Senior High
Baltimore, Md06.1997
Associate of Applied Science - Business Management
Baltimore City Community College
Baltimore, MDBachelor of Science - Human services
Walden University
Minneapolis, MNSkills
- Project coordination
- Team collaboration
- Scheduling
- Communication
- Problem solving
- Time management
- Multitasking
- Client interaction
- Data entry
- Customer service
- Conflict resolution
- Relationship building
Timeline
Senior Social Service Coordinator
Department of Housing & Community Development- HHP
02.2021 - Current
Social Services Coordinator
Department of Housing & Community Development- HHP
01.2019 - 02.2021
Energy Program Technician II
Department of Housing & Community Development- HHP
08.2014 - 01.2019
Energy Program Assistant
OHEP -Office of Home Energy Program-Baltimore City
11.2007 - 04.2014
High School Diploma -
Frederic Douglass Senior High
Associate of Applied Science - Business Management
Baltimore City Community College
Bachelor of Science - Human services
Walden University
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