STEPHANIE DELGADO
Summary
Results-driven case management professional with track record of effective client advocacy and support. Experienced in conducting thorough assessments and creating individualized care plans to meet client needs. Collaborates seamlessly with multidisciplinary teams and adapts to dynamic situations to ensure optimal client outcomes. Dedicated, responsible and organized. Accomplished 10 years of experience as a case manager under HHS specialized in population of unaccompanied minors. Adapt well in a fast pace environment with constant policy change and endurance in managing stress due to demanding caseloads. Assistant lead case manager Supervisory experience . Certified in CPI, QPR and CPR.
Overview
13
13
years of professional experience
Work History
Assistant Lead Case Manager
Southwest Key Programs
11.2024 - 05.2025
- Supervise and guide a team of 12 case managers and 6 case aids. Provide support to lead case manager in assigning duties and completing required daily reports and quality management tracking via Tableau. Providing required training and guidance to case managers based on implemented Policies and procedures. Conduct audits on assessments both physical and electronic client files. Availability after hours on call as needed based on shelter needs, assist in program evacuation if needed. Conducted monthly unannounced visits to ensure PSA (Prevention of Sexual Abuse) compliance and provide refreshers to the staff/children and interview youth to obtain feedback and ensure quality service is being provided based on state and licensing regulations. Implement coaching/disciplinary action when staff would not follow program rules and regulation. Assisted in developing training materials for staff to improve compliance with organizational policies. Facilitated communication between departments to ensure alignment program goals and initiatives. Implemented streamlined processes, resulting in increased efficiency within team functions.
Case Manager
Southwest Key Programs
10.2015 - 10.2024
- Responsible for the unaccompanied minor's case process in order to leave the temporary shelter setting to a safe reunification/safe long-term placement. Is accountable for identifying minors a potential sponsor or a long-term placement. Submission of individual service plans and other assessments required for the compiling of comprehensive case file, intake, emergency placement, and preliminary service plans and any additional assessments required. Conduct initial intake interviews of youth, gathering familial/possible sponsorship information and to establish the age of youth. Working with outside entities such as legal service providers, ICE juvenile case coordinators, youth's designated country consulate, case coordinator and federal field specialist. Certified in CPI, CPR along with obtaining certification in QPR as well as all mandated trainings (Trauma informed care and cyber security) required by ORR and UC portal. Responsible for transporting minors to final destination/local reunification's and to their court hearings. Document information in UAC portal and ETO system to record case progress, daily case notes or any significant incidents/Child Level Events. Familiar with lead duties such as sending daily headcount and conducting reports, have assisted to provide department coverage and assume role when leads are out of the office. Knowledge in ORR policy/procedures and UC MAP. Knowledge and experience in auditing closed and active files, as well as compiling files to be prepared for audits/monitoring.
Youth Care Worker
Southwest Key Programs
06.2015 - 10.2015
- Engaged as a second shift youth care worker. Was responsible for the direct care of unaccompanied minors ages 4-17. Re-certified in CPI and CPR along with obtaining certification in QPR. Supervised minors directly and facilitated in engaging minors in program activities and outings outside of the facility. Responsible for transporting and providing outing/activity suggestions for the minors to comply with recreational activities. Educated the minors to follow the structure of program rules and expectations, along with providing them with orientation classes upon intake at the shelter.
Safe After School Specialist
Families & Youth, Inc. AmeriCorps
09.2012 - 05.2014
- Responsible for an after-school program in Mesilla Elementary and University Hills Elementary in Las Cruces, New Mexico. I was accountable for the safety of the children under my care. Certified in CPI and CPR to provide the best quality of care for the children. I was in charge of planning daily events/field trips, which entitled me to organize a concise schedule for daily routines/activities for the children. In addition to providing homework assistance. Along with being an AmeriCorps member, which led me to be an active participant in my community by doing volunteer community service. Completed 40 hours of community service. Where I accomplished leadership skills and great people skills while interacting with fellow co-workers and the children's parents.
Telemarketing
Red cats
05.2012
- Learned basic programming for placing customers' orders along with providing excellent customer service.
Education
Bachelors - Criminal Justice
New Mexico State University
12.2014
High school diploma -
North West Early College High School
06.2012
Associate of Arts - undefined
El Paso Community College
05.2011
Skills
- Fluent bilingual communication
- Proficient in Microsoft word, power point, excel, and publisher Knowledge of software ETO, UC Portal, sales force and Tableau
- Customer service experience
- Quality inspections
- Multitasking
- Problem-solving abilities
- Experienced Mentor
- Attention to detail
- Time management
- Excellent communication
Languages
English
Spanish
Timeline
Assistant Lead Case Manager
Southwest Key Programs
11.2024 - 05.2025
Case Manager
Southwest Key Programs
10.2015 - 10.2024
Youth Care Worker
Southwest Key Programs
06.2015 - 10.2015
Safe After School Specialist
Families & Youth, Inc. AmeriCorps
09.2012 - 05.2014
Telemarketing
Red cats
05.2012
Bachelors - Criminal Justice
New Mexico State University
Associate of Arts - undefined
El Paso Community College
High school diploma -
North West Early College High School
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