Tamara Wiley
Largo
Summary
Professional with strong experience in quality service, delivering impactful results through effective team collaboration and adaptability. Adept at identifying and resolving service issues, ensuring customer satisfaction, and maintaining high standards. Skilled in communication, problem-solving, and process improvement, with focus on achieving organizational goals. Known for reliability and flexibility in dynamic environments.
Overview
25
25
years of professional experience
Work History
Quality Service Specialist
Saint Vincent DePaul CARES
06.2021 - Current
- The Quality Service Specialist is responsible for providing support to the Chief of Compliance by implementing administrative systems to promote data integrity, program follow up, and compliance with Council on Accreditation (COA) and program regulations. Monthly file reviews in alignment with COA, Regulatory and Contractual Standards. Complete quality assessments, monthly and quarterly reports. Provide detail-focused review of documentation to ensure quality dialogue and feedback are being given to Operations Managers. Assist with special projects as they relate to compliance. Assist in resolving program complaints, assist in coordination of training and tracking mandatory activities monthly. Prepare and modify documents including form revisions, preparation for monitoring and support COA related activities. Compile data and support completion of required reports
- Special Projects – Human Services Hiring Manager
- Recruiting needs for assigned regions include reviewing all applicant resumes and applications for the position. Contacting applicants and conducting phone interviews, arrange in person interviews with hiring manager and supervisors according to their schedules. Strong phone skills and the desire to assist applicants. Ability to set appropriate limits, work under deadlines and multitask. Excellent communication and listening skills. The ability to organize, prioritize, self-motivate and deliver results
- Grant Billing
- Assisting the Grant Billing Specialist in reviewing the billing for the designated grants. This includes matching transactions from the accounting system to invoices provided by the program. Highly organization skill, strong editing skill, attention to detail, and ability to meet deadlines. Ensure all documentation is present and in order of the grant. Strong contributor in team environments. Maintain a high level of confidentiality and discretion
Case Manager III
Saint Vincent DePaul CARES
02.2021 - 06.2021
- The Case Manager III is responsible for providing services to homeless veterans according to their strengths, needs, abilities, and preference in developing of housing goals. Assist with development of a housing plan and monitor the progress of the plan. Provide on-going risk assessment, crisis intervention and safety planning. Conduct home visits on a regular basis. Provide all necessary documentation for the individual’s files according to the agency guidelines. Participate in Agency Performance Quality (PQI) program and accreditation/reaccreditation process
Financial Specialist
Saint Leo University – Saint Leo, Florida
01.2019 - 02.2021
- The Financial Specialist is responsible in assisting students, incoming students and family with their financial needs. Inbound and outbound calling. Assist students to locate financial assistance, applying for assistance and follow up. Assist students sitting up payment plans who are in delinquent
Director of Shelter Services
The Spring of Tampa Bay, Inc
03.2017 - 05.2018
- The Director of Shelter Services is responsible for the oversight of all programs within the 128-bed emergency shelter. Direct supervision of four supervisors, one manager and a culinary team. Director of Shelter Services ensures all programs are in compliance with the agency mission and in compliance with all funding agents. Complete monthly statistical data reporting and monitor the monthly budget. Hiring, training, and mentoring of staff. Investigation of grievances and participants and staff as applicable. Supervising and mentoring social work interns. Building and maintaining positive relationships with other community organizations
Transitional Housing Manager
The Spring of Tampa Bay, Inc
02.2014 - 03.2017
- The Transitional Housing Manager is responsible for the operations of a 12-unit long-term residential program. The Transitional Housing Manager ensures the program is in compliance with HUD and agency guidelines. Responsible for development of policies and procedures. Completes monthly statistical data reporting and monitoring of the monthly budget. Interview and work with candidates for the transitional program. Building and maintaining positive relationships with other community organizations. Hiring, training, and mentoring of staff. Investigation of grievances and participants and staff as applicable
DV/CPI Manager
The Spring of Tampa Bay, Inc
02.2012 - 02.2014
- The DV/CPI Manager is responsible for working closely with Child Protection Investigators through a team approach to help families where child abuse and domestic violence are present. Areas of responsibility include creating policies and procedures, crisis intervention, safety planning, and danger assessment, assistance with applying for State Assistance, helping the survivor understand the criminal and dependency court process, and referrals to community agencies. Facilitation of weekly domestic violence groups to victims who are working toward unification. Provide training and support to all Child Protection Investigators
Therapist-Case Manager
Windmoor Healthcare of Clearwater
09.2011 - 02.2012
- The Therapist-Case Manager is responsible for providing a safe milieu of a 14-bed crisis unit working directly with patients and their families. Provide psychosocial assessments, multi-disciplinary treatment planning and appropriate discharge planning. Participate in weekly care plan meetings, work directly with physicians and other disciplines to ensure each patient receives quality of care. Provide individual, family and group psychotherapy. Link and refer patients to appropriate community resources and assess the patient’s home situation. Link and refer veterans to community resources and assist with hospital transfers as deemed necessary. Assess for suicidal and homicidal ideations as deemed appropriate
Program Manager
Alpha House of Tampa, Inc
03.2010 - 09.2011
- The Program Manager is responsible for the residential program of parenting teens in foster care and homeless parenting adult females. Program Manager assists in the development of policies and procedures. Works closely with the Department of Family and Children. Ensure all practices are in compliance with licensure requirements, contractual obligations, and accreditation standards. Complete monthly statistical data reporting and monitor the monthly budget. Hiring, training, and mentoring of staff. Supervising and mentoring social work interns. Monitoring of case records to ensure quality and meeting all standards. Investigation of grievances with residents and staff as applicable. Facilitation of weekly treatment team meetings and suggested referrals as warranted. Building and maintaining positive relationships with other community organizations
DV/CPI Program Manager
The Spring of Tampa Bay Inc.
09.2009 - 03.2010
- The DV/CPI Manager is responsible for working closely with Child Protection Investigators through a team approach to help families where child abuse and domestic violence are present. Areas of responsibility include creating policies and procedures, crisis intervention, safety planning, and danger assessment. Assist survivors with applying for benefits. Assist with educating survivors in the process of criminal and dependency court proceedings. Provide referrals to community resources. Provide domestic violence education and training to Child Protection Investigators
Shelter Service Manager
The Spring of Tampa Bay Inc.
08.2005 - 09.2009
- The Shelter Service Manager is responsible for planning, developing, and managing The Spring’s 102-bed emergency shelter program in response to the needs of survivor families. Areas of responsibility include interviewing, hiring, and training of four program supervisors and providing onsite supervision/coaching to all staff. Supervise and mentor social work interns. Conduct client grievance procedure to ensure fair and impartial outcomes. The Shelter Service Manager is also responsible for developing and implementing all program policies, procedures, forms and client guidelines for shelter services. Lead support groups and provide individual counseling. Expedite the accreditation and re-accreditation of shelter programs with the Council on Accreditation (COA). Development and management of five departmental budgets and the administration of the US Department of Agriculture food and nutrition program and oversight of the childcare program. Supervisor for the Medicaid Targeted Case Management for children at risk of abuse and neglect and oversight of weekly case staffing’s and monitoring of care records
Shelter Services Supervisor
The Spring of Tampa Bay Inc.
03.2004 - 08.2005
- The Shelter Services Supervisor is responsible for handling the day-to-day operations of the emergency 102-bed shelter. Areas of responsibility include hiring, training, and providing onsite supervision and support to nine case managers. Supervise and mentor social work interns. Assist in development of policies and procedures. The Shelter Service Supervisor is also responsible for monitoring case records for compliance and implementing support groups for emergency shelter residents. Conduct client grievance procedure to ensure fair and impartial outcomes. Conduct weekly staff meetings and assist in the development of the yearly budget and year-to-date spending for the program
Shelter Advocate Supervisor
The Spring of Tampa Bay Inc.
01.2001 - 03.2004
- The Shelter Advocate Supervisor is responsible for the day-to-day operations of the 24-our crisis hotline. Areas of responsibility include hiring, training, providing onsite supervision, and support to twenty-two shelter advocates. Conduct monthly staff meetings and weekly individual supervision. The Shelter Advocate Supervisor is also responsible for providing crisis intervention, grievance compliance, counseling, and facilitation of support groups. Assist in the development of the yearly budget
- Prior to moving to Florida, I was employed by Gibson County Area Rehabilitation Centers, Inc. In Princeton Indiana from May 1985 to November 2000. Various positions to include case management and management of the employment department and Waiver department
Education
Master of Social Work -
University of South Florida
12.2024
Bachelor of Social Work - undefined
University of Southern Indiana
05.2000
Associates of Science - undefined
Wabash Valley College
05.1993
Skills
- Patience and resilience
- Goal-oriented mindset
- Call center experience
- Complaint handling
Timeline
Quality Service Specialist
Saint Vincent DePaul CARES
06.2021 - Current
Case Manager III
Saint Vincent DePaul CARES
02.2021 - 06.2021
Financial Specialist
Saint Leo University – Saint Leo, Florida
01.2019 - 02.2021
Director of Shelter Services
The Spring of Tampa Bay, Inc
03.2017 - 05.2018
Transitional Housing Manager
The Spring of Tampa Bay, Inc
02.2014 - 03.2017
DV/CPI Manager
The Spring of Tampa Bay, Inc
02.2012 - 02.2014
Therapist-Case Manager
Windmoor Healthcare of Clearwater
09.2011 - 02.2012
Program Manager
Alpha House of Tampa, Inc
03.2010 - 09.2011
DV/CPI Program Manager
The Spring of Tampa Bay Inc.
09.2009 - 03.2010
Shelter Service Manager
The Spring of Tampa Bay Inc.
08.2005 - 09.2009
Shelter Services Supervisor
The Spring of Tampa Bay Inc.
03.2004 - 08.2005
Shelter Advocate Supervisor
The Spring of Tampa Bay Inc.
01.2001 - 03.2004
Bachelor of Social Work - undefined
University of Southern Indiana
Associates of Science - undefined
Wabash Valley College
Master of Social Work -
University of South Florida