Theola D. Banks
Austin,TX
Summary
Compassionate Social Services Manager recognized for high productivity and efficient task completion. Possess key specialized skills in program development, team leadership, and client advocacy. Excel in communication, empathy, and problem-solving to drive positive outcomes in challenging social service environments.
Overview
15
15
years of professional experience
Work History
Social Services Manager
Travis County Health and Human Services
Austin, TX
12.2023 - Current
- Advised families on available resources including housing options and financial assistance programs.
- Prepared reports summarizing program activities for funding sources or government oversight bodies.
- Provided crisis intervention services when needed by responding to emergency calls from clients or family members.
- Developed training materials designed to enhance employee knowledge about policy and procedures as it relates to Travis County and state laws. Crafted a step by step guide for Office Specialists on how to process applications in the newly implemented system, ECMS.
- Reviewed cases on an ongoing basis ensuring that standards were met regarding client confidentiality requirements.
- Cultivated meaningful relationships with stakeholders such as local government officials, school administrators, healthcare providers, and law enforcement personnel.
- Participated in interagency meetings to evaluate the effectiveness of existing programs while identifying areas for improvement.
- Established collaborative relationships with community resources to facilitate referrals for clients in need of additional support services.
- Served as a mentor for new employees offering advice on best practices related to case management processes.
- Recruited qualified staff members to fill vacant positions within the organization's social services department.
- Coordinated with other agencies to ensure clients received appropriate care and resources.
- Conducted regular performance reviews for staff members providing guidance on how to improve their job performance.
- Presented clients with information, referrals and assistance accessing resources such as food, housing and transportation.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
- Implemented and evaluated staff, volunteer or training programs.
- Established and maintained relationships to meet community needs and avoid service duplication.
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
- Recruited, interviewed, and hired volunteers and staff.
- Provided hands-on and proactive leadership to community services staff.
- Consulted with staff on resolution of complex service issues.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Determined organizational policies regarding program eligibility, requirements and benefits.
- Collaborated with medical staff leadership to identify potential opportunities for physicians to engage in quality improvement initiatives.
- Managed day-to-day operations, including budgeting, event planning, and staff supervision.
- Managed daily operations of the center, including staff supervision, budgeting and scheduling.
- Managed the daily operations of the depot, including staff supervision, training, and scheduling.
- Organized and managed the daily operations of the facility, including staff supervision and scheduling.
- Provided guidance and mentorship for junior level staff members assigned under my supervision.
- Recruited, interviewed, hired, trained, coached, managed performance and provided leadership development for all staff members assigned under my supervision.
- Provided direction and supervision of staff members, including hiring, training and evaluating performance.
- Provided leadership and supervision to subordinate staff.
- Scheduled staff shifts and managed personnel records including payroll information for stewards under my supervision.
- Provided guidance and supervision to subordinate staff members engaged in food service activities.
- Conducted performance reviews for staff members under direct supervision.
- Provided direct supervision of staff, providing guidance on performance issues, delegating tasks, and conducting annual reviews.
- Participated in weekly supervision meetings with clinical staff to discuss cases and develop new strategies for responding to challenging scenarios.
- Provided leadership, guidance and supervision to staff members.
- Provided guidance on how to effectively manage conflict within groups.
- Served as a mentor for new members of the organization, providing support and advice.
- Organized team-building activities to foster collaboration among members.
- Participated in rotating front desk scheduling, maximizing coverage during breaks or absences.
- Mentored new students by sharing experiences, connecting to resources and offering peer support.
- Contributed to office functions by answering phones, responding to emails and delivering other clerical support.
- Identified opportunities to build relationships with local community and collaborate for students to get involved.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Delegated work to staff, setting priorities and goals.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Recruited and trained new employees to meet job requirements.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Investigated customer complaints related to services or products provided by the company.
- Held regular meetings with management personnel to discuss operational objectives and performance metrics.
- Built relationships with external vendors and clients while representing the company in a positive light.
- Managed workloads among team members, allocating tasks according to individual strengths and capabilities.
- Ensured compliance with company policies and procedures across the team.
- Provided support to employees facing challenges in their roles.
- Mentored new hires throughout onboarding process and provided ongoing coaching as needed.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Trained employees on additional job positions to maintain coverage of roles.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Trained, managed and motivated employees to promote professional skill development.
- Collaborated with other department managers to develop strategies for achieving corporate objectives.
- Evaluated existing processes regularly in order to identify areas where efficiencies can be improved.
- Conducted regular team meetings to discuss progress on projects, address any issues or concerns, and provide feedback and coaching.
- Managed day-to-day operations of a team of 10+ employees, providing guidance and direction as needed.
Caseworker
Travis County Health And Human Services
Manor , TX
01.2023 - 12.2023
- Attended court hearings when appropriate to provide testimony regarding client status or progress towards goals.
- Responded promptly to phone calls from clients or referral sources seeking assistance or information about available resources.
- Conducted outreach activities in the community in order to identify potential new referrals for program services.
- Provided crisis intervention when necessary by responding quickly to urgent requests from clients or referral sources.
- Developed relationships with local agencies to ensure access to necessary services for clients.
- Monitored financial benefits received by clients in order to verify accuracy of payments and eligibility requirements.
- Created monthly reports summarizing caseload activities for review by supervisor.
- Conducted home visits to assess client needs, evaluate progress toward goals, and document service delivery.
- Maintained accurate records of client information in accordance with agency policies and procedures.
- Adhered strictly to HIPAA regulations regarding confidentiality of client information at all times.
- Coordinated between various entities to manage cases.
- Met with clients to conduct needs assessments, recommending appropriate support and service offerings.
- Made appropriate referrals to other programs and agencies to provide clients with well-rounded support.
- Prepared reports and case notes detailing client interactions and progress.
- Built trust and rapport with clients to facilitate effective support.
- Managed caseload efficiently, prioritizing tasks to meet client needs and deadlines.
- Evaluated and addressed individual client needs and concerns.
- Acted as role model for clients by exhibiting positive behaviors.
- Assisted homeless clients with procuring mental health support and other various community resources.
- Used active listening skills and supportive diction to cultivate client rapport and open communication.
- Maintained and developed community relationships to support various client referrals.
- Provided coaching and mentorship programs for staff members.
- Organized and coordinated training sessions for new employees.
Supportive Case Manager
Travis County Health and Human Services
Pflugerville, Texas
01.2020 - 12.2023
- Provided crisis intervention when necessary by developing short-term solutions for families in need of assistance.
- Provided case management services to ensure that clients received necessary services in a timely manner.
- Advocates on behalf of the client in order to secure needed services or benefits from other agencies.
- Assisted clients in obtaining access to community resources such as housing, healthcare, employment and educational opportunities.
- Developed service plans with clients, outlining goals, objectives and resources needed to achieve them.
- Responded promptly to emergencies involving assigned cases.
- Provided information to access financial assistance, legal aid or housing.
- Advocated for clients to resolve medical or personal crises.
- Educated clients on options to assist in making informed decisions.
Caseworker
Travis County Health and Human Services
Pflugerville, TX
05.2016 - 12.2020
- Processed documents and payments related to financial assistance applications.
- Assisted with training new staff members on relevant procedures associated with providing Financial Aid Services.
- Prepared reports summarizing data on the number of individuals receiving financial aid.
- Provided customer service to clients in need of financial assistance.
- Conducted interviews with applicants to determine eligibility for aid programs.
- Resolved any discrepancies or issues related to the administration of financial assistance services.
- Maintained and updated database of clients receiving financial assistance services.
- Collaborated with other organizations to ensure that all necessary forms were completed accurately.
- Participated in community events aimed at raising awareness about available Financial Assistance Programs.
- Counseled clients on how best to utilize available resources for their benefit.
- Assessed and evaluated client's financial situation and eligibility for assistance programs.
- Advised clients regarding budgeting techniques and money management skills.
- Monitored client compliance with program requirements, regulations, and procedures.
- Updated client account information and records in company databases.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Met regularly with supervisors or colleagues to discuss caseloads, challenges faced during client interactions, best practices for delivering services.
- Monitored changes in laws related to social service benefits or other forms of assistance that may affect clients' eligibility.
- Participated in outreach efforts by attending community events or meetings to inform residents about available assistance programs.
- Responded promptly to inquiries from clients regarding their cases or the status of benefits applications.
- Researched potential funding sources to identify additional options available to clients.
- Assisted clients in completing applications for government benefits and other financial aid programs.
- Attended professional development training sessions focused on new regulations impacting benefit eligibility requirements.
- Assessed compliance with applicable laws governing the provision of financial aid services within agency guidelines.
- Collaborated with case managers to coordinate the delivery of additional services or resources when needed.
Executive Director
Save Our Children
Elyria, Ohio
05.2010 - 09.2012
- Managed the organization's financial resources and operations to maximize efficiency and effectiveness.
- Authored reports outlining progress on projects or initiatives for senior leadership review.
- Recruited, trained, mentored, evaluated, coached, and managed staff members to ensure success in achieving their goals.
- Organized regular meetings with board members to discuss progress on initiatives and solicit feedback.
- Reviewed monthly financial statements for accuracy before presenting them for approval by the board of directors.
- Served as spokesperson at press conferences or interviews when needed.
- Coordinated special events such as conferences or workshops designed to raise awareness about the organization's mission.
- Cultivated relationships with key stakeholders, including board members, donors, sponsors, partners, and community leaders.
- Developed marketing strategies to promote the organization's mission throughout the community.
- Oversaw day-to-day administrative tasks related to personnel files or payroll processing.
- Developed and implemented strategic plans to ensure organizational growth and development.
- Created a collaborative environment that fosters innovation and encourages employee engagement.
- Secured funding from public and private sources through grant writing activities or other fundraising efforts.
- Recruited, hired, and trained employees on operations and performance expectations.
- Maintained accountability for operational and fiscal integrity, effectively managing designated budget.
- Promoted public awareness of mission through outreach, advocacy and online presence.
- Successfully improved employment turnover through creating incentive and training programs.
- Created program to promote new managers from within, leading to cohesive leadership structure.
- Signed and approved budgets for new funding and program initiatives.
- Hired, trained, and mentored staff members to maximize productivity.
Education
Some College (No Degree) - Politica Science/Pre-Law
Bowling Green State University
Bowling Green, OHSkills
- Multicultural sensitivity
- Effective customer communication
- Diversity & Inclusion
- Attention to detail
- Relationship building
- Interviewing skills
- Administrative management
- Reliability
- Written and verbal communication
- Problem-solving abilities
- Conflict resolution
- Self motivation
- Adaptability
- Written communication
- Adaptability and flexibility
- Community outreach
- Staff supervision
- Non-profit management
- Public speaking
- Decision-making
- Team collaboration
- Time management abilities
- Organizational skills
- Crisis intervention
- Interpersonal skills
- Grant writing
Timeline
Social Services Manager
Travis County Health and Human Services
12.2023 - Current
Caseworker
Travis County Health And Human Services
01.2023 - 12.2023
Supportive Case Manager
Travis County Health and Human Services
01.2020 - 12.2023
Caseworker
Travis County Health and Human Services
05.2016 - 12.2020
Executive Director
Save Our Children
05.2010 - 09.2012
Some College (No Degree) - Politica Science/Pre-Law
Bowling Green State University
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