Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Leadership and Development Training
Timeline
Generic
Susan Phelps

Susan Phelps

East Lansing,MI

Summary

Driven Program Manager prepared to lead Michigan’s Child Welfare system as Director. Brings strategic leadership, strong change‑management expertise, and a proven record of delivering measurable improvements for children and families. Recognized for advancing system efficiency, accountability, equity, and trauma‑informed practice. Committed to bold, data‑driven leadership that accelerates positive outcomes across MDHHS. Dynamic team player with a focus on children services, skilled in optimizing program operations and maintaining compliance with state standards. Recognized for strong problem-solving skills and relationship-building with clients and teams. Actively promotes diversity and inclusion through innovative initiatives and ongoing support for team development.

Overview

14
14
years of professional experience

Work History

Program Manager Children Services

Montcalm Department of Health and Human Services
Stanton, MI
11.2022 - Current
  • Coordinate resources and activities to enhance program execution across departments.
  • Monitor program compliance with state regulations and agency policies.
  • Conduct regular evaluations to refine program processes and enhance efficiency.
  • Facilitate communication among team members to clarify project objectives. between teams to ensure alignment on program objectives.
  • Communicate with external partners to align strategies and goals effectively.
  • Assist team members with project tasks to ensure successful completion.
  • Manage external client and business partner relationships.
  • Collaborate with teams across departments to develop effective strategies for executing programs.
  • Maintain positive relationships with vendors by monitoring their performance against agreed-upon contractual terms.
  • Facilitator of local office movement in workplace for diversity, equity and inclusion.
  • Analyze data collected during the course of the program operations and reported results accordingly.
  • Assist in developing training materials for new hires involved in the program activities.
  • Led cross-functional teams in the successful delivery of program milestones, ensuring alignment with organizational goals and objectives.
  • Foster a collaborative program environment, promoting teamwork and cross-functional cooperation.
  • Monitor performance metrics to ensure timely completion of tasks.
  • Promote continuous improvement initiatives by implementing best practices and lessons learned. initiatives, incorporating lessons learned and best practices into program operations.
  • Facilitate change management processes, supporting the organization and stakeholders through program transitions.
  • Mitigate business risks by working closely with staff members and assessing performance.

Service Manager-13 Children’s Protective Services

Kent County and Montcalm County DHHS
Grand Rapids, Michigan
05.2017 - 11.2022
  • Coordinated team activities to ensure compliance with state regulations.
  • Oversaw case management processes for diverse client needs and services.
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Trained staff on best practices in client interaction and service provision.
  • Facilitated interdepartmental communication to improve service coordination.
  • Monitored service performance metrics to pinpoint opportunities for enhancement.
  • Established key performance indicators (KPIs) for service team to assess effectiveness and productivity.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Miteam Specialist

Kent County DHHS
Grand Rapids, Michigan
01.2016 - 05.2017
  • Assessed client services and support systems to identify areas for enhancement.
  • Coordinated training sessions for staff on best practices in client care, improving service delivery.
  • Facilitated effective communication between clients and service providers to ensure client needs were met.
  • Collaborated with local organizations to enhance service delivery options.
  • Researched policies to inform strategic planning and program development.
  • Provided guidance to junior staff on case management procedures.
  • Coordinated with other departments to ensure efficient workflow processes.
  • Generated reports to track performance metrics of team members.
  • Created training materials for new hires on the company's procedures and policies.
  • Maintained positive working relationship with fellow staff and management.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.

Service Specialist

Michigan Department of Human Services Kent County
Grand Rapids, MI
01.2013 - 10.2016
  • Conducted thorough assessments of child welfare cases and family situations.
  • Collaborated with multidisciplinary teams to create tailored service plans for families.
  • Facilitated access to community resources and support services for families in need.
  • Monitored compliance with safety regulations and welfare standards during home visits.
  • Provided guidance and support to foster parents and caregivers throughout placements.
  • Documented case progress and maintained accurate electronic records.
  • Advocated for children's rights within legal systems and community programs.
  • Investigated reports of suspected child maltreatment through interviews and home visits.

Education

Bachelor of Arts - Social Work

Northeastern Illinois University
Chicago, IL
05-1999

Skills

  • Leadership in team coordination
  • Stakeholder engagement and relationship building
  • Management of change initiatives
  • Public speaking with presentation expertise
  • Analytical thinking for decision-making
  • Tracking KPIs with performance evaluation
  • Proficient documentation with detail orientation
  • Problem-solving with sound judgment
  • Communication effectiveness across departments
  • Development of training programs for community involvement
  • Reviewing programs with compliance oversight
  • Data analysis focused on improvement initiatives
  • Management of remote teams with collaboration techniques
  • Strategic resource allocation and policy formulation

Accomplishments

  • Government Coin State of Michigan for Leadership and Customer Service
  • Nominee for the John P. Steketee Award-2015

Affiliations

  • Community Board Member of Relief After Violent Encounter (RAVE)

Leadership and Development Training

  • State of Michigan Department of Health and Human Services (MDHHS) Foundational Leadership Development Program
  • Managing into the Future
  • Middle Management Training Track
  • GRACE Member (Growth, Resilience, Action, Community and Equity)
  • MDHHS CSA Transformation-Careers and Conversations
  • Montcalm Community Leadership
  • ERACE

Timeline

Program Manager Children Services

Montcalm Department of Health and Human Services
11.2022 - Current

Service Manager-13 Children’s Protective Services

Kent County and Montcalm County DHHS
05.2017 - 11.2022

Miteam Specialist

Kent County DHHS
01.2016 - 05.2017

Service Specialist

Michigan Department of Human Services Kent County
01.2013 - 10.2016

Bachelor of Arts - Social Work

Northeastern Illinois University

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Susan Phelps