THERESA JAN DE LA GARZA

Supervise assigned staff from the start of the assigned shift until relieved, without interruption from outside sources. • Adhere to instructions provided by medical/clinical staff regarding each client and inform the administrator on duty of information affecting the basic health and well-being of the service population. • Ensure staff perform bed counts and headcount checks at a minimum of 30 minutes and document to provide direct supervision of clients. • Effectively communicate behavioral expectations and program regulations to clients and enforce compliance with regulations and expectations by all clients assigned to the staff as per all written orders given and approved by the Shelter Manager. • Monitor and supervise a client’s behavior on shelter activities providing direction and re-direction when needed to ensure safety. • Document all serious incidents, daily progress, changes in menus and activities completely, accurately in a timely manner and in compliance with agency policies and procedures. • Escort clients in a safe manner to and from designated points as directed by administrator on duty. • Frequently travels from one area of the physical shelter to another and escort clients from one location to another. • Monitor staffing assignments to ensure the staff to client ratio is maintained at all times. • Model behaviors and social skills that are consistent with organization and program policies. • Develop and maintain effective working relationships with personnel on other shifts to promote continuity of care. • Plan, organize and supervise activities for clients in accordance with daily activity schedule. • Take actions to promote positive interaction between minors and encourage minors to take responsibility in the daily routine of the program. • Meet all federal and state regulatory guidelines and standards that are applicable to this position. • Participate in scheduled meetings, team decisions and operations. • Update and maintain records regarding each client’s clothing and personal items. • Monitor, coordinate and delegate daily operations as needed throughout the shift. • Maintain documentation required by this position and ensure documentation required by the administrator on duty's and direct care staff are completed in accordance with contractual and regulatory requirements and standards and agency policies and procedures. • Other job duties as assigned. • Demonstrate Exceptional customer service, in Everything you do, by placing the child, family, Veteran or client first to support our mission to "Empower people to build better lives for themselves, their families, and their communities."

• Transport clients and their families from the shelter to the local bus stations and appointments as assigned by the Shelter Manager and Leads
• Provide local transportation as assigned by Leadership
• Maintain accurate and up to date travel logs with shift hours
• Provide safe, secure and supervised transportation of the service population assigned to this position for transport
• Use two-way communication radios, cell phones and other equipment as assigned
• Cooperate with law enforcement authorities in the event an official request, testing for drugs and alcohol
• Provide consistent and effective communication with the supervisor for any transportation concerns or needs including vehicle issues, coordination difficulties and change in travel plans
• Provide transportation from the shelter to travel/transit hub stations
• Remain calm in stressful driving situations
• Remain polite and professional disposition
• Assist client loading/unloading luggage and provide client assistance getting on or off the vehicle as needed
• Abide by all state and local driving laws and regulations to ensure the safety of both passengers and the public
• Document all serious incidents, daily progress, changes in operations and activities completely, accurately in a timely manner and in compliance with agency policies and procedures
• Ensure monthly vehicle/fleet maintenance is completed and logged
• Ensure daily safety checklists are completed and logged prior to taking the vehicle off property
• Report any mechanical issues regarding the fleet to leadership
• Participate in scheduled meetings, team decisions and operations
• Self-motivated, with a strong sense of personal responsibility.
• Skilled at working independently and collaboratively in a team environment.
• Worked effectively in fast-paced environments.

• Responsible for providing a safe, structured environment that meets the needs of the client while maintaining professional and acceptable boundaries at all times
• Maintain positive relationships with clients and management staff
• Maintain a comprehensive and accurate written record of events that occur during shifts, as well as thorough incident reports
• Document all serious incidents completely, accurately, and in a timely manner
• Consult with a direct supervisor or supervisor on-duty regarding residents' personal needs and behavior
• Utilize positive behavioral management techniques including verbal redirection
• Assist residents within limits in processing issues and problem-solving
• Monitor all areas of the shelter to ensure compliance with facility rules, policies, procedures and protocols
• Hyper-sanitation of all areas in the shelter
• Respond to residents' requests, complaints and inquiries
• Address procedural violations with residents to ensure a clear understanding of expectations and to assist residents with achieving compliance
• Conduct regular inspections documenting opportunities for improvement
• Identify and respond to any Client/Resident who is experiencing a problem or crisis to ensure that they are safe
• Teach good personal hygiene skills
• Maintain appropriate boundaries with residents at all times
• Gain a working knowledge of policies
• Perform other duties as directed and assigned

• Worked with migrants seeking asylum in State Non-Congregate (Families) and City Congregate (Individuals) Shelters
• Responsible for ensuring a safe and secure environment for individuals, family, and staff
• Oversee both the operational and program components of the shelter
• Duties include but are not limited to managing and handling operational and logistical tasks
• Scheduling and coordinating staff and client services
• Support residents in their individual programming, including families who are experiencing trauma and heightened emotional experiences
• Flexibility, reflective listening, and learning
• De-escalation and strength-based approach

• Intake registration for hurricane Ivan evacuees
• Assisted in providing food and shelter for evacuees
• Help and assist evacuees with any questions or concerns regarding the evacuee shelter site and/or updates regarding hurricane status

• Work with unaccompanied minor children ages 10-17 years of age, primarily from Central and South America
• Greeting of new arrivals
• Perform admission and intake process in conjunction with medical and behavioral health
• Perform admission and intake process in COVID+ population, in proper PPE attire
• Review documentation provided by the unaccompanied minor
• Prepping of intake/discharge documents ready for case aides to have readily available
• Gather historical and current data relative to completion of a comprehensive case management assessment
• Identify the primary language spoken by the minor
• Identify any special dietary, health or religious needs
• Create Mental Health Referrals/SIR
• Provide minors with facility orientation
• Maintain case file documentation in accordance with ORR requirements
• Ensure DHS and ORR placement documents are scanned, uploaded to UC Portal software and hard copies filed in secured filing cabinets
• Audit of intake files making sure all documents are in order and have required signatures by minor and case aide staff
• Monitor and assist with sibling visits and phone calls
• Provide services to children from different cultures with a background history and exposure to trauma unknown
• Primary function to keep children safe and proactive in redirecting children's behavior
• Respect and treat children with compassion
• Ensure staff to child ratios are followed and always maintained
• File intake files in secure filing cabinet in alphabetical order
• Supply Inventory

• Managed a team of up to 25 Case Aides in Case Management Intake & Discharge Department
• Work with unaccompanied minor children ages 10-17 years of age, primarily from Central and South America
• Greeting of new arrivals
• Facilitate the admission process in conjunction with medical of unaccompanied minors
• Identify the primary language spoken by the minor
• Identify any special dietary, health or religious needs
• Ensure DHS and ORR placement documents are filed and uploaded to UC Portal software
• Assign case aides to create discharge packets with discharge documentation and provide exit orientation to minors as part of discharge process from the program
• Assign case aides in filing, closing and with overall daily maintenance or records in either the physical case file or UC Portal
• Audit intake/discharge files
• Assign case aides to prepare ORR legal documents for reunification and transfer discharges
• Create UC Portal help desk tickets
• IDS update
• Know your rights assignments
• VisionLink census
• Print out Verification of Release (VOR's) at time of minor discharge from the program
• Transfer of Custody (TOC's) sign off
• Assist with Onsite Reunification
• Ensure each minor has the appropriate release documentation
• Responsible for releasing any property that has been stored to minors upon release
• Providing each minor with transportation meals, all medication, and any medical documentation and with any required items set forth
• Uphold confidentiality in all areas of a minor and program operations
• Assist in sending DNF's upon minors exit from the program
• Discharge minor from internal and ORR systems (Web EOC/UC Portal)

• Work with unaccompanied minor children ages 10-17 years of age, primarily from Central and South America
• Greeting of new arrivals
• Perform admission and intake process in conjunction with medical and behavioral health
• Perform admission and intake process in COVID+ population, in proper PPE attire
• Review documentation provided by the unaccompanied minor
• Gather historical and current data relative to completion of a comprehensive case management assessment
• Identify the primary language spoken by the minor
• Identify any special dietary, health or religious needs
• Create Mental Health Referrals/SIR if necessary
• Provide minors with facility orientation
• Maintain case file documentation in accordance with ORR requirements
• Ensure DHS and ORR placement documents are scanned, uploaded to UC Portal software and hard copies filed in secured filing cabinets
• Audit of intake files making sure all documents are in order and have required signatures by minor and case aide staff
• Monitor and assist with sibling visits and phone calls
• Provide services to children from different cultures with a background history and exposure to trauma unknown
• Primary function to keep unaccompanied minor safe and proactive in redirecting behavior
• Respect and treat unaccompanied minor with compassion
• Ensure staff to minor ratios are followed and always maintained
• File intake files in secured filing cabinet in alphabetical order
• Audit discharge packets and file in discharge filing cabinet for release within 24-48 hours
• Pulling of files from manifest discharge list for reunification and transfers
• Prepare ORR legal documents for reunification and transfers packets
• Audit discharge packets
• Responsible for providing each minor with meals prior to discharge
• Ensure that all discharge packets have required medical records, medications and HRSA Map documents
• Ensure any property that has been stored for the minor is released to the minor and all items verified with property release form signed
• Provide minors with a Discharge Orientation
• Respect and treat children with compassion
• Ensure staff to child ratios are followed and always maintained

• Greet and assist patients in a courteous professional manner
• Answer the telephone and provide information as necessary or direct call as needed
• Schedule appointments accurately and efficiently utilizing the computer system
• Verify and ensure completeness of patient registration documentation
• Verify patient insurance information using online resources
• Verify and enter patient data, diagnostic codes into EHR/EPM
• Assist patients with setting up payment plans if needed
• Notify appropriate personnel of emergencies, messages, patient arrivals, etc
• Collect payments from patients, post amounts and balance drawers for end of day deposit
• Responsible for opening the front office and all duties associated with this function
• Responsible for end of day processing and documentation, including deposit
• Perform other duties assigned

• Work with unaccompanied minor children ages 4-17 years of age, primarily from Central and South America
• Provide services to children from different cultures with a background history and exposure to trauma unknown
• Primary function to keep children safe and proactive in redirecting children's behavior
• Respect and treat children with compassion
• Ensure staff to child ratios are followed and maintained at all times

• Worked with scheduling leads in receiving requests for Anesthesia services for surgeries
• Printed requests received through Microsoft Outlook
• Received calls from physician offices calling to request and confirm Anesthesia services
• Accurately entered requests into QGenda Physician Scheduling System
• Placed calls to the requesting physician office to research and obtain information for incomplete or missing surgery information such as date, time, name, age, procedure and length of procedure
• Accurately file requests for future reference
• Contribute good working relationships with schedulers and doctors

• Manage total store to maximize sales and profits
• Know sales goals, actual sales and trends to achieve a plan
• Ensure promotions are set and markdowns are taken in a timely, thorough and accurate manner
• Implement and adhere to the company's customer service standards
• Ensure the highest level of customer service always provided to all customers and customer expectations are exceeded
• Manage a team of (15) associates; communicate relevant information regarding job responsibilities, goals and company objectives to associates
• Delegate and assign duties fairly and follow-up on assignments
• Prepare and keep accurate credit and cash deposits, handle both cash and credit transactions
• Maintain a high level of merchandise presentation to company published standards and best practices
• React to all current directions and update merchandise presentation accordingly
• Maintain and uphold the standard of 'Cleanest Store in Town'
• Protect store assets and hold shrink below company shrink goal by ensuring all security policies and procedures are followed
• Monitor fitting rooms and high-risk areas of the store
• Ensure compliance with procedures for receiving, shipping, sorting, processing freight and damages are completed according to procedure and shipping deadlines
• Ensure proper store opening and closing procedures are followed and that store is secure at time of closing
• Ensure retention of records and files as directed by procedures

• Audited mortgage foreclosures & resolve balance discrepancies
• Researched and resolve moderately complex problems
• Originated source documents & data adhering to regulations

• Addressed customer inquiries in a timely and accurate fashion
• Demonstrated mastery of customer service call script within specified time-frames
• Customer service ranking of 99% within the organization

• Work with children with severe behavioral issues, physical and mental disabilities that need care
• Provide services to children from different cultures with a background history and exposure to trauma unknown
• Primary function to keep children safe and proactive in redirecting children's behavior
• Respect and treat children with compassion
• Ensure staff to child ratios are followed and always maintained

• Work with unaccompanied minor children ages 4-17 years of age, primarily from Central and South America
• Provide services to children from different cultures with a background history and exposure to trauma unknown
• Primary function to keep children safe and proactive in redirecting children's behavior
• Respect and treat children with compassion
• Ensure staff to child ratios are followed and always maintained

• Maintained current student attendance records as required by the district and state
• Facilitated student admissions, qualifications and registrations
• Notified appropriate personnel apprised of changes in attendance records

• Work with unaccompanied minor children ages 4-17 years of age, primarily from Central and South America
• Provide services to children from different cultures with a background history and exposure to trauma unknown
• Primary function to keep children safe and proactive in redirecting children's behavior
• Respect and treat children with compassion
• Ensure staff to child ratios are followed and always maintained

• Managed and implemented pricing to meet business rules and maximize profitability
• Administered end-user customer pricing; ensured policy & procedure compliance as it relates to billing & pricing
• Maintained pricing and data tables according to pricing structures and customer agreements
• Analyzed pricing conditions for new material numbers, packaging project & market alert
• Collaborated with the sales team and coordinated pricing to match company and customer expectations for both new and existing business
• Researched and resolved billing and pricing inquiries; notified management of issues and initiated corrections when appropriate
• Processed all credit/debit transactions, validated all necessary approvals and supporting documentation provided

• Managed multiple merchandise categories and tracked category performance
• Provided customer support to store partners, accounting, vendors and procurement teams for processing cost changes, promotional allowances, cost of goods buy-down and procurement income
• Validated allocations, weekly and monthly advertisements, demos, and coupons for accuracy
• Analyzed cost variances, cost margin, purchase orders, discrepancies and merchandise trade management offers
• Lead special improvement projects such as Direct Sales Delivery Cost Discrepancy Reports, Logistic Optimization Moves, and Self-Manufacturer Cost Changes