Susan Moore
Enid,OK
Summary
Dedicated case manager with over 20 year of experience helping individuals and families access the support they need. Skilled in listening, problem-solving, and working closely with clients to connect them to helpful resources. Known for being compassionate, reliable, & committed to making a positive difference in peoples lives.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Adult & Family Services Specialist
Oklahoma Department of Human Services
09.2003 - Current
- Customer service eligibility specialist providing services to clients of Adult and Family Services.
- Promoted community resources to families, assisting them in accessing necessary services for their specific needs.
- Mentored new staff members as they navigated the complexities of family services work; sharing knowledge and expertise to enhance overall team performance.
- Interviewing and processing electronic applications and renewals for all AFS programs (SNAP, Child Care, and Medical), while interpreting and applying policy, and procedures, providing clear documentation of casework, and independently performing complex tasks.
- Provides first contact resolution for clients who prefer to conduct business through the virtual eligibility center or online platforms. All customer contact is handled primarily via phone incoming and outgoing calls.
Manager on Duty
Denny Price YMCA
08.2020 - Current
- Oversee daily operations, ensuring that all areas are clean, safe, & functioning Properly
- Act as the main point of contact for staff during the shift. Monitor staff performance, ensuring that they meet YMCA service standards
- Address and resolve member concerns or complaints, ensuring a positive member experience
- Respond to emergencies, accidents, or incidents, following YMCA protocols. This includes administering first aid or CPR if needed
- Ensure the safety and security of the facility, its members, and its staff. Conduct facility walk-throughs and address any safety concerns immediately
- Enforce YMCA policies and procedures, ensuring that members and staff adhere to guidelines
- Responsible for opening or closing the facility, depending on the shift
- Maintain clear communication with other managers and departments to ensure smooth operation and transition between shifts
- Handle conflicts between members or staff professionally, escalating issues to senior management if necessary
Education
Bachelor of Science - Human Development & Family Science
Oklahoma State University
Stillwater, OK12.2005
Skills
- Customer service focus
- Delegation capabilities
- Policy Enforcement
- Computer Skills
- Client Interviewing
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Organizational Skills
- Medical Terminology
Certification
- Medical Assistant
Timeline
Manager on Duty
Denny Price YMCA
08.2020 - Current
Adult & Family Services Specialist
Oklahoma Department of Human Services
09.2003 - Current
Bachelor of Science - Human Development & Family Science
Oklahoma State University
Similar Profiles
Christian (Christie) ArnceChristian (Christie) Arnce
Adult & Family Services Specialist II at Oklahoma Department of Human ServicesAdult & Family Services Specialist II at Oklahoma Department of Human Services
Kelly VanZandtKelly VanZandt
Child Care Licensing Specialist at Oklahoma Department of Human ServicesChild Care Licensing Specialist at Oklahoma Department of Human Services
Haley GallagherHaley Gallagher
Child Welfare Specialist III at Oklahoma Department of Human ServicesChild Welfare Specialist III at Oklahoma Department of Human Services
Cheyney TaylorCheyney Taylor
Family Service Specialist II at Oklahoma Department Of Human ServicesFamily Service Specialist II at Oklahoma Department Of Human Services
BLAKE WALKERBLAKE WALKER
Lead Operator/Production Optimization Tech at Amplify EnergyLead Operator/Production Optimization Tech at Amplify Energy