SHANTEL PEART
Rialto,California
Summary
Dedicated and experienced Eligibility Worker Supervisor with an extensive career managing foster care, adoption assistance, and customer service operations. Seeking a challenging role to leverage my skills in team leadership, cross-departmental collaboration, and data-driven decision-making. Enhance program efficiency and provide exceptional service within a forward-thinking organization. Passionate about fostering youth welfare and committed to improving community support systems through innovative solutions and strategic partnerships.
Overview
11
11
years of professional experience
Work History
Eligibility Worker Supervisor - Foster Care, Adoption Assistance
Transitional Assistance Department
05.2022 - 09.2024
- Supervised 14 Foster Care Eligibility Workers II and 1 Office Assistant.
- Collaborated with social workers and social service practitioners to stabilize housing for foster youth.
- Monitored staff caseloads using statistical reports and analytical data, and provided performance feedback.
- Updated computer databases with current client information and status updates.
- Testified for state hearings and led Management Evaluation (ME) audits.
- Maintained accurate records of client interactions and program activities.
- Coordinated efforts between multiple departments within the organization to ensure efficient processing of paperwork for Foster Care, Non-minor dependents, and transitional age youth.
- Performed outreach activities within the community to inform individuals about available benefits or services they may be eligible for.
Eligibility Worker Supervisor - Customer Service Center
Transitional Assistance Department
10.2021 - 05.2022
- Supervised 10-14 Eligibility Worker II Agents in a call center environment.
- Motivated and supported call center agents with communication and feedback.
- Monitored daily inbound calls, service levels, and assessed performance.
- Trained agents in customer service excellence, complaint response, and troubleshooting.
- Managed escalations and resolved customer challenges.
- Ensured adherence to all applicable federal, state, and local laws governing public assistance programs.
- Participated in new hire training and development tasks.
- Proofread documents carefully to check accuracy and completeness of all paperwork processed by line staff.
- Developed corrective action plans that aligned with the department's service level goals.
Eligibility Worker Supervisor (Intake) - District 25 Rancho Cucamonga
Transitional Assistance Department
01.2014 - 10.2021
- Planned, organized, supervised, and assigned work to 20 Intake Eligibility Workers.
- Coordinated daily staff functions with other supervisors.
- Recommended improvements to work methods, policies, and procedures.
- Evaluated client processes, employee performance, and training progress to determine additional training needs.
- Reviewed and analyzed statistical reports on work quantity and quality.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Developed effective training plans for new hires.
- Managed staff recruitment, hiring, training, and development.
Education
Bachelor of Arts - Criminal Justice Administration
University of Phoenix
Ontario, CA01.2008
Associate of Arts - Sociology, Emphasis On Criminology A Correction
California State University, Northridge
Northridge, CA05-2001
Skills
- Programs: CalFresh, General Relief, Homeless Assistance, KEYS, Cal Learn, Foster Care, Adoptions
- Software: Microsoft Office Suite, Excel, Teams, PPT, and Management Databases
- Supervisory Skills: Staff supervision, Performance Evaluations, Training and Development, Conflict Resolution
- Communication: Report Writing, Collaboration with Agencies, Presentations and Roadshows
- Analytical Skills: Data Analysis, Statistical Reporting, Process Improvement
- Customer service: excellence, call center management, complaint resolution
Accomplishments
- Leaders In Action, 2015,
- Graduate of Management Leadership Academy,
- Employee of the Quarter, 2019
- Employee of the Month 2014 2017 2018
- Various Above and Beyond Awards
- Attended Professional Growth Classes with PERC
Countyworkgroups
- Work Performance Evaluations, 5 years
- Customer Service Week, 4+ years
- Self Service Options, 1 year
- Customer Service Center Workgroup
- Subject Matter Expert (SME) for Intake
- Supervisor Liaison for Great Place to Work/District Issues
References
Available upon request.
Timeline
Eligibility Worker Supervisor - Foster Care, Adoption Assistance
Transitional Assistance Department
05.2022 - 09.2024
Eligibility Worker Supervisor - Customer Service Center
Transitional Assistance Department
10.2021 - 05.2022
Eligibility Worker Supervisor (Intake) - District 25 Rancho Cucamonga
Transitional Assistance Department
01.2014 - 10.2021
Bachelor of Arts - Criminal Justice Administration
University of Phoenix
Associate of Arts - Sociology, Emphasis On Criminology A Correction
California State University, Northridge
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