Shannon Donnelly
Boston,MA
Summary
Detail-oriented Housing Specialist with extensive understanding of both temporary and permanent relocation needs. Successful at negotiating rental agreements, assisting with applications and educating clients. Committed to sticking to client budgets and finding housing quickly. Proven Lead Housing Specialist with experience in delivering key housing management services with relevant legislation and regulation. Exceptional partner to housing team, promoting tenant participation and community development initiatives. Dedicated to improving organization's current position and long-term financial stability. Highly-motivated e with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Lead Housing Specialist
Metro Housing Boston
Roxbury, MA
07.2021 - Current
- Maintained accurate records and documentation related to housing assistance programs.
- Conducted outreach activities to inform potential applicants of available services.
- Developed and implemented housing assistance programs to meet the needs of low-income families.
- Assessed applications for eligibility and determined appropriate levels of assistance.
- Reviewed financial information to determine affordability for potential applicants.
- Coordinated with other agencies to provide additional resources or referrals as needed.
- Resolved customer service issues and responded to inquiries from clients in a timely manner.
- Monitored compliance with applicable laws, regulations and procedures governing housing assistance programs.
- Created program guidelines, policies and procedures in accordance with regulations.
- Evaluated existing processes and recommended improvements for greater efficiency and effectiveness.
- Developed training materials for new staff members on housing policies and procedures.
- Performed quality assurance reviews on completed applications prior to approval.
- Attended workshops or conferences relevant to the field of affordable housing.
- Assisted clients with permanent housing transitions.
- Investigated complaints regarding tenant and landlord disputes or violations of policy.
- Implemented strategies to reduce costs associated with program operations.
- Analyzed budget data to ensure adequate funding for all housing initiatives.
- Communicated with housing managers and rental agencies on behalf of clients.
- Educated clients on lease and rental agreements.
- Found affordable housing options for people and over 450 families.
- Supervised personnel directly engaged in housing program administration, maintenance and clerical support.
- Maintained residential tenancy agreements for renewal or termination following program guidelines.
- Performed statistical collection to track tenant communication and applicant data.
- Implemented property inspection procedures to maintain compliance with housing codes.
- Formed over 15 partnerships to increase awareness of housing for economic competitiveness.
- Maintained accurate records and documented client data in company databases.
- Educated local community residents about available health and wellness resources.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
- Worked closely with disabled or impoverished individuals to locate helpful financial resources and community programs.
- Guided clients through transition to independent living within community.
- Empowered patients and families to negotiate with resource providers and make decisions on own behalf.
- Engaged in crisis intervention procedures to prevent or facilitate hospitalization.
- Administered operating budgets, enforcing internal expense-monitoring controls.
- Assisted in the processing of Section 8 applications and renewals.
- Conducted annual recertifications for all Section 8 tenants.
- Processed Housing Choice Voucher payments to landlords.
- Provided assistance with locating housing units that meet program guidelines.
- Maintained accurate records of all applicant information, including background checks and credit reports.
- Resolved discrepancies between landlord-tenant disputes related to rental assistance programs.
- Coordinated with local agencies to ensure compliance with federal regulations related to Section 8 housing vouchers.
- Prepared monthly reports on the status of all active cases within the program.
- Reviewed inspection results and ensured any necessary repairs were completed in a timely manner.
- Advised applicants on their rights and responsibilities as participants in the Section 8 program.
- Performed outreach activities within the community to increase awareness about the availability of Section 8 assistance.
- Collaborated with local government agencies, property owners, and service providers to ensure quality standards are met.
- Developed strategies for increasing access to affordable housing opportunities.
- Ensured proper documentation was maintained for each case file.
- Conducted training sessions for staff members regarding changes in policies or procedures related to Section 8 programs.
- Analyzed data from various sources such as HUD reports, census data., in order to identify trends or areas needing improvement.
- Participated in meetings with stakeholders such as landlords, tenants, advocates., concerning policy development or implementation plans.
- Developed presentations outlining key aspects of the Section 8 program.
- Assisted with budget preparation activities related to rental assistance programs.
- Found affordable housing options over 450 people and families.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Maintained positive working relationship with fellow staff and management.
- Conducted interviews with applicants, explaining benefits process and which programs were available.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Informed applicants of other agencies providing useful or related assistance.
Lead Registered Medical Assistant
AFC Urgent Care
Waltham, MA
04.2019 - 02.2022
- Performed patient intake, including obtaining and recording medical histories, vital signs and other pertinent information.
- Provided direct patient care such as immunizations, wound care, suture and staple removal, injections and EKGs.
- Managed laboratory specimens for testing and maintained accurate records of results.
- Supervised clinical staff in the performance of their duties while ensuring compliance with organizational policies and procedures.
- Ordered medical supplies to maintain adequate inventory levels in clinic areas.
- Assisted physicians with office procedures such as minor surgery, colposcopies and endoscopies.
- Maintained a safe environment by adhering to safety protocols, keeping exam rooms clean and organized, disposing of hazardous waste properly and stocking crash carts according to established guidelines.
- Coordinated referrals to specialists or outside providers when needed.
- Answered phone calls from patients regarding medications or treatments prescribed by physician.
- Educated patients about health conditions and preventive measures they can take to improve their overall health outcomes.
- Scheduled appointments for patients based on availability of clinicians or facilities.
- Maintained patient confidentiality in accordance with HIPAA regulations.
- Demonstrated strong customer service skills while interacting with patients in person or over the telephone.
- Responded promptly to inquiries from patients regarding test results or follow-up visits.
- Ensured all paperwork was completed accurately prior to submitting it for insurance billing purposes.
- Trained new employees on proper use of equipment, clinic policies and procedures.
- Prepared and administered medications under the direction of a physician.
- Conducted quality assurance reviews for accuracy and completeness of medical records documentation.
- Monitored stock levels of pharmaceuticals and other medical supplies required for daily operations.
- Assisted physicians during examinations and surgeries as needed.
- Measured vital signs and took medical histories to prepare patients for examination.
- Scheduled appointments for patients via phone and in person.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Organized charts, documents and supplies to maintain team productivity.
- Cleaned and maintained medical equipment following procedures and standards.
- Documented notes during patient visits.
- Responded to patient callbacks and phone-in prescription refill requests.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
- Assessed, documented and monitored vital signs for patients within outpatient setting.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
- Conducted insurance verification and pre-certification and pre-authorization functions.
- Incorporated outside records into charts and EHR.
- Collaborated with local pharmacies to resolve and clarify issues with patient medication.
- Labeled and completed lab requisitions using ICD and CPT coding.
- Followed principles of asepsis and infection control to meet patient safety guidelines.
- Performed preliminary physical tests to accurately record results in patient history summary.
Financial Assistance Coordinator
Metro Housing Boston
Boston, MA
07.2020 - 07.2021
- Assisted clients with the completion of financial assistance forms and applications.
- Provided financial counseling to individuals and families in need.
- Reviewed client documents for accuracy and completeness before submitting them to appropriate agencies.
- Maintained up-to-date records of all client information, including contact details, financial data, and application status.
- Assessed eligibility requirements for various government programs and grants.
- Developed action plans to help clients manage their finances more effectively.
- Identified potential sources of funding for clients based on their individual needs.
- Met regularly with clients to discuss progress made towards achieving their financial goals.
- Coordinated with other social service agencies to ensure continuity of care for clients in need of additional support services.
- Conducted research on available resources that may be beneficial to clients' situations.
- Organized workshops and seminars about budgeting techniques, money management skills, debt reduction strategies.
- Prepared reports summarizing the effectiveness of implemented financial assistance strategies.
- Developed relationships with local businesses and organizations to identify job opportunities for clients seeking employment.
- Researched grant opportunities from private foundations or government entities as a source of supplemental funding.
- Analyzed trends in program utilization data collected from service delivery activities.
- Collaborated with colleagues regarding cases involving complex issues requiring special attention.
- Compiled, recorded and evaluated personal and financial data to verify completeness and accuracy using computer system to complete eligibility screening.
Lead Case Manager
Lahey Behavioral Health
Lynn, MA
09.2017 - 06.2020
- Provided comprehensive assessments of clients' needs and created individualized treatment plans.
- Facilitated groups to address topics such as life skills, relapse prevention, substance abuse, mental health concerns.
- Developed strong partnerships with community organizations and agencies to ensure continuity of care for clients.
- Monitored client progress and modified services accordingly to meet their changing needs.
- Conducted regular meetings with team members to discuss caseloads and provide guidance on complex cases.
- Ensured compliance with all applicable laws, regulations, policies, procedures and standards of practice.
- Maintained up-to-date records on each client's status including progress notes and case histories.
- Assisted in the development of new programs and initiatives aimed at improving service delivery.
- Provided crisis intervention services as necessary to help stabilize a situation before it escalates further.
- Advised clients on available resources within the community that could benefit them in their recovery process.
- Participated in court hearings related to client cases when needed.
- Coordinated referrals to outside providers for specialized services such as counseling or medical treatments.
- Organized weekly team meetings to review open cases and develop solutions for difficult ones.
- Collaborated closely with other departments such as medical staff or social workers regarding client care issues.
- Reviewed client files regularly for accuracy and completeness.
- Provided support and mentoring for less experienced Case Managers.
- Created reports summarizing data from various sources related to case management activities.
- Helped facilitate discharge planning by identifying appropriate follow-up services after release from facility.
- Researched best practices in order to make recommendations for program improvements.
- Conducted initial intakes with new clients assessing their specific needs.
- Participated in interdisciplinary teams providing input based on experience working with clients.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Maintained up-to-date case records with case activity status.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Maintained logs and electronic client records following department and agency policies for effective monitoring.
- Developed trusting relationships with social services, health care providers and governmental agencies.
- Assisted individuals with eligibility for available benefits.
- Linked clients with social services, health care providers and governmental agencies to help claim or reclaim individual autonomy.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Advocated for clients by obtaining information regarding treatment options and clinical status.
- Coordinated support services and optimized communication between healthcare workers and patients.
- Transitioned clients to different providers based on progress or needs.
- Reviewed treatment plans against individual goals and healthcare standards.
- Monitored and kept meticulous records of patient treatment plans and response of patient to medication.
- Implemented quality disciplinary and team building policies to foster staff satisfaction and productivity.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Recruited, interviewed and hired volunteers and staff.
- Provided hands-on and proactive leadership to community services staff.
- Established and maintained relationships to meet community needs and avoid service duplication.
- Researched and analyzed community needs to determine program directions and goals.
- Spoke to community groups to explain and interpret purposes, programs and policies.
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
- Determined organizational policies regarding program eligibility, requirements and benefits.
- Implemented and evaluated staff, volunteer or training programs.
Oncology Medical Assistant
Beth Israel Deaconess- Boston
Boston, MA
01.2014 - 06.2017
- Verified patient insurance coverage and obtained authorizations for treatment.
- Provided administrative support to the oncology team, including scheduling appointments, entering data into EMR systems, and filing patient records.
- Assisted with chemotherapy treatments by preparing medications and providing patient education.
- Performed laboratory tests such as blood draws and urine collection.
- Maintained accurate medical records of patients' visits, test results, treatments, and other pertinent information.
- Ordered supplies for the oncology department according to established protocols.
- Provided emotional support to patients undergoing cancer treatment or in remission.
- Educated patients about their disease process and available treatment options.
- Communicated effectively with physicians regarding patient care plans.
- Monitored vital signs during office visits and reported any abnormalities to physician staff members.
- Prepared exam rooms prior to patient arrival by stocking necessary supplies.
- Responded promptly to inquiries from patients or family members related to medical concerns.
- Greeted patients warmly upon arrival at the clinic and provided assistance as needed.
- Coordinated referrals between specialists when requested by physicians.
- Ensured a safe environment for all patients by adhering to infection control policies.
- Assisted in maintaining a clean work area by disposing of used medical supplies properly.
- Managed daily operations of the practice, including arranging for diagnostic tests and imaging studies when appropriate.
- Scheduled follow-up appointments for post-treatment checkups or lab work as directed by physicians.
- Tracked immunization records for pediatric patients receiving oncology treatments.
- Provided educational materials about cancer prevention and early detection methods to at-risk individuals in the community.
- Measured vital signs and took medical histories to prepare patients for examination.
- Scheduled appointments for patients via phone and in person.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Cleaned and maintained medical equipment following procedures and standards.
- Documented notes during patient visits.
- Organized charts, documents and supplies to maintain team productivity.
- Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Assessed, documented and monitored vital signs for patients within outpatient setting.
- Conducted insurance verification and pre-certification and pre-authorization functions.
- Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Incorporated outside records into charts and EHR.
- Performed preliminary physical tests to accurately record results in patient history summary.
- Followed principles of asepsis and infection control to meet patient safety guidelines.
- Collaborated with local pharmacies to resolve and clarify issues with patient medication.
Lead Bartender
Victors Italian Cuisine
Saugus, MA
02.2009 - 04.2014
- Provided exceptional customer service by greeting and serving guests in a friendly, positive manner.
- Maintained bar inventory, ordered supplies and restocked items as necessary.
- Ensured compliance with all federal, state, local regulations and safety standards for alcoholic beverages.
- Prepared mixed drinks according to standard recipes.
- Verified the age of customers purchasing alcoholic beverages.
- Maintained cleanliness of work area including wiping down surfaces and washing glassware.
- Performed cashier duties such as accepting payments from customers and making change accurately.
- Monitored guest consumption of alcohol to ensure that no one became overly intoxicated.
- Managed closing procedures such as counting money, balancing tills and reconciling receipts at end of shift.
- Developed drink menus using seasonal ingredients, new products or specialties of the house.
- Supervised other staff members in order to ensure tasks were completed correctly and efficiently.
- Organized events such as happy hours or special promotions for holidays or sporting events.
- Resolved customer complaints promptly and professionally while adhering to company guidelines.
- Trained new bartenders on proper pouring techniques, responsible alcohol service policies and legal requirements regarding alcohol sales and service.
- Assisted management in developing promotional activities such as contests or giveaways.
- Coordinated with kitchen staff to ensure timely delivery of food orders when requested by guests.
- Scheduled employee shifts based on business needs while ensuring adequate coverage during peak times.
- Created an atmosphere conducive to socializing among patrons through conversation and enthusiasm.
- Demonstrated knowledge about wines, beers, spirits and cocktails by providing detailed descriptions upon request.
- Trained new bartenders on drink preparation and upselling techniques.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Talked easily with patrons to build rapport and earn repeat business.
- Checked customer IDs per day to verify legal age of customers.
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
- Increased average ticket amounts by upselling customers from shelf to premium brands.
- Met customer, business operations and server needs with minimal errors or delays.
- Kept track of bar tabs and transferred open tabs to dining area for wait staff.
- Restocked beer and liquor regularly and after special events.
- Monitored patron alcohol consumption to encourage safety.
- Planned and coordinated special events to boost customer numbers and profits.
- Introduced bar staff to precision pouring and waste reduction tactics to lower liquor costs.
- Created signature beverages to increase revenue and patron loyalty.
- Estimated daily beverage consumption to maintain proper inventory levels.
- Ordered and maintained inventory of bar products, alcohol, soft drinks and supplies to drive high volume of sales.
- Reinvented classic cocktails to complement new menu options.
- Reduced inventory losses and moved older products by creating new drink menu items.
Education
High School Diploma -
Evett High School
Everett, MA06.2007
Associate of Science - Business Administration And Management
Bunker Hill Community College
Charlestown, MASkills
- Rehousing
- Social Services
- Negotiation
- Applications
- Documentation Management
- Referral Coordination
- Service Optimization
- Program Planning
- Personal Counseling
- Clerical Support
- Community Outreach
- Needs Assessment
- Administration and Management
- Housing Specialized Care
- Treatment Planning
- Documentation Proficiency
- Patient Assessment
- Progress Evaluations Understanding
- Emotional Awareness
- Interdisciplinary Collaboration
- Eligibility Determination
- Appointment Scheduling
- Advocacy and Counseling
- Application Support
- Application Review
- Payment Collection
- Effective Communication Skills
- Schedule Management
- Program Understanding and Advisement
- Applicant Support and Service
- Data Compilation
- Recordkeeping and Data Input
- Proficiency in Excel, Powerpoint, Word
- Proficiency in YARDI
- Proficiency in CMS
- Proficiency in LIHTC
- Proficiency in De-escalation
- Telephone Etiquette
- Proficiency in Rent Cafe
- Knowledgeable in CMS, SOC, RAFT
- Active Listening
- Proficiency in Housing Choice Voucher Process
- Case Management
- Progress Evaluations
- Financial Modeling
- Financial Management
- Reliable
- Skilled Multi-Tasker
- Administrative Support
- Leasing and Sales
- Fair Housing Mandates
- Financial Budgeting and Reporting
- Strategic Planning
- Performance Analysis
- Continuous Improvement
- Performance Reviews
- Written and Interpersonal Communication
- Regulatory Compliance
- Staff Training
- Financial Budgeting
- Coaching and Training
- Customer Satisfaction
- Mentoring and Training
- Customer Relationship Development
- Strong Negotiation Abilities
- Tenant Relations
- Great Planning Skills
- Property Management Principles
- Business Administration
- Maintenance Scheduling
- Staff Management
- Adaptable
- Tenant and Eviction Laws
- Lease Renewals
- Preventive Maintenance
Certification
- HCV Certified
- Property Management Certified
- De-Escalation Certified
- Certified Recovery Coach
- Certified Section 8 Specialist
Languages
Spanish
Professional
References
References available upon request.
Timeline
Lead Housing Specialist
Metro Housing Boston
07.2021 - Current
Financial Assistance Coordinator
Metro Housing Boston
07.2020 - 07.2021
Lead Registered Medical Assistant
AFC Urgent Care
04.2019 - 02.2022
Lead Case Manager
Lahey Behavioral Health
09.2017 - 06.2020
Oncology Medical Assistant
Beth Israel Deaconess- Boston
01.2014 - 06.2017
Lead Bartender
Victors Italian Cuisine
02.2009 - 04.2014
High School Diploma -
Evett High School
Associate of Science - Business Administration And Management
Bunker Hill Community College
- HCV Certified
- Property Management Certified
- De-Escalation Certified
- Certified Recovery Coach
- Certified Section 8 Specialist
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