Tiwanda Patterson
Ralston
Summary
Conscientious professional with extensive experience advocating for social and economic well-being of individuals and families. Skilled at providing guidance, support and assistance. Strong communication and management skills and committed to inspiring community service.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Lead Eligibility Specialist
Douglas County Department of General Assistance
02.2017 - Current
- Explain procedures for eligibility determination, changes in payment benefits, reasons for case status changes, and rights for appeal hearings
- Respond to denial of benefits questions in a professional manner
- Perform the functions of Social Services Technician I as needed
- Establish and maintain effective working relationships with clients, supervisors, County employees, elected officials, attorneys, law enforcement, other agencies, and the public
- Comply with Civil Service policies and regulations, collective bargaining agreements, County policies, and laws to create a cooperative, safe, respectful and quality work environment
- Maintain an in-depth working knowledge of all departmental programs to ensure adherence with departmental guidelines and mandates established by Nebraska state statutes
- Conduct interviews and determine eligibility for transportation for applicants alleging to be stranded outside of Douglas County
- Conduct interviews and determine eligibility of families applying for cremation assistance for a deceased family member
- Implement and oversee County approved job training and community service program placement
- Conduct weekly meetings with designated clients to provide overview of program requirements and reviewing available job training and community service options
- Maintain monthly communication with community service agencies and research additional placement opportunities within the County
- Provide assistance supervising assigned staff, providing training and monitoring workload
- Provide input in staff actions (e.g., performance appraisals, orientation, disciplinary recommendations, scheduling, etc.)
- Conduct home visits with designated staff to ensure client's living situation meets departmental guidelines and determine accurate rental payments to be made on behalf of the client
- Promote a safe working environment for all employees through various activities (e.g., education, review of safety policies, enforcement of safety procedures, etc.)
- Safely operate a motor vehicle when required to travel on County business
- Report to work at assigned location with regular, predictable, and consistent attendance
- Perform other related duties as assigned
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Resolved discrepancies with client applications to verify eligibility.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
- Assisted clients with accurate eligibility form, application and document completion.
- Interviewed applicants and explained scope of different available benefits.
- Processed and certified documents for accuracy and compliance with government regulations.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Streamlined application process for clients by implementing efficient case management techniques, improving overall service.
- Communicated with people from various cultures and backgrounds on application process.
- Developed strong rapport with clients by effectively communicating complex program requirements and processes.
- Trained staff on current eligibility requirements and policies.
- Conducted extensive research on available resources to connect clients with appropriate community services and support networks.
- Established trust with clients by consistently demonstrating empathy, professionalism, and a commitment to their wellbeing.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Increased efficiency in the review process by proactively identifying potential issues and developing actionable solutions.
- Supported continuous improvement initiatives within the agency through active participation in training sessions and workshops.
- Collaborated with multidisciplinary teams to ensure comprehensive support for clients in need of assistance.
- Facilitated smooth transitions between program stages by coordinating closely with internal departments and external partners as needed.
- Established databases to track, analyze and automate eligibility application processes.
- Assisted clients in overcoming barriers to self-sufficiency through targeted interventions and resource coordination.
- Reduced case backlog by implementing efficient prioritization strategies for case processing.
- Enhanced public understanding of eligibility criteria by creating and distributing informative brochures and materials.
- Provided personalized assistance to applicants, guiding them through application process and improving overall experience.
- Increased accessibility for non-English speaking applicants by developing and implementing multilingual support system.
- Improved client satisfaction with prompt and precise communication regarding eligibility status and benefits information.
- Enhanced efficiency in processing applications by meticulously reviewing and verifying documentation for eligibility determinations.
- Streamlined application processing time, implementing organized system for tracking and managing cases.
- Improved data accuracy with diligent maintenance of applicant records and database management.
- Facilitated team training sessions on new policies and regulations, ensuring compliance and up-to-date knowledge across department.
- Conducted in-depth interviews with applicants to gather necessary information, leading to thorough and accurate assessments.
- Coordinated with other social service agencies to ensure comprehensive support for clients, leading to improved outcomes.
- Assisted in policy development by providing insights from frontline experiences, contributing to more effective eligibility criteria.
- Contributed to community outreach programs, raising awareness about availability and benefits of service.
- Streamlined interdepartmental communication, ensuring timely updates and coordination on applicant cases.
- Enhanced client trust and relations by consistently providing empathetic and respectful service during eligibility determination process.
- Facilitated smoother operations by maintaining up-to-date knowledge of changes in regulations and policies affecting eligibility.
- Assisted clients with completion of applications and paperwork.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
Social Services Technician I
Douglas County Department of General Assistance
06.2013 - 06.2017
- Conduct face-to-face interviews and complete applications with applicants or their representatives for the poor relief programs funded by Douglas County and administered through the Department of General Assistance, primarily shelter and medical assistance
- Investigate and confirm information provided by applicant/representative during interview, such as employment and residency, primarily through written requests for information, computer research, and follow-up telephone contacts with landlords, employers, etc
- Review information received from applicant and background investigation to determine eligibility for assistance
- Ensure completeness of written documentation, consistency in adhering to Department of General Assistance guidelines, policies, and procedures
- Prepare case budgets, complete forms, and accurately maintain case records of approved clients
- Refer applicants/clients to appropriate community programs and resources to access additional services
- Field phone calls from persons interested in applying for County assistance, explain eligibility requirements and services available, screen callers for potential eligibility, schedule appointments, and/or refer callers to other resources
- Assist clients in medical and emergency situations, assist in application to determine eligibility for medical services and payment to hospitals, Coordinate medical procedures with physicians and hospitals
- Perform other duties as assigned
- Identified barriers to success for clients, implementing targeted interventions that resulted in positive change.
- Effectively managed caseloads while adhering to strict deadlines, ensuring prompt service delivery for clients.
- Acted as a liaison between clients and other professionals involved in their care, promoting open communication and collaboration.
- Provided crisis intervention and support, helping clients navigate challenging situations effectively.
- Facilitated group sessions on various topics related to personal growth, self-sufficiency, and coping skills.
- Conducted home visits to assess living conditions of at-risk individuals resulting in timely interventions when needed.
- Organized workshops focused on job readiness skills which enabled participants to find stable employment successfully.
- Maintained accurate documentation of client interactions, ensuring compliance with agency guidelines and regulations.
- Supported families during difficult transitions by connecting them with vital resources such as housing assistance or financial aid.
- Assisted case managers in developing comprehensive service plans for clients, resulting in improved outcomes.
- Provided crisis intervention, guidance, and supportive counseling to clients.
- Gathered information from mental and physical health and educational records to make recommendations and determine appropriate care plans.
- Cultivated positive, trusting relationships with clients and community providers to promote effective coordination of resources.
- Identified community resources to support clients.
- Implemented outreach strategies targeting underserved populations, increasing program accessibility for those most in need of assistance.
- Delivered educational presentations on social service programs, increasing awareness and participation among eligible individuals.
- Conducted thorough assessments to determine clients'' needs and matched them with appropriate services and resources.
- Advocated on behalf of vulnerable individuals within the system by understanding their unique needs and circumstances thoroughly.
- Coordinated referrals to appropriate agencies, streamlining the process for both clients and providers.
- Provided ongoing case management support, monitoring progress and adjusting service plans as needed to achieve desired outcomes.
- Developed strong relationships with community partners, facilitating access to additional resources and services for clients.
- Enhanced client well-being by providing support and resources in a compassionate manner.
- Collaborated with multidisciplinary teams to ensure the delivery of high-quality care to clients.
Clerk III Clinical Billing Specialist
Douglas County Dept of General Assistance/Primary
11.2009 - 06.2013
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
- Maintained a professional atmosphere within the office setting through effective communication skills and polished presentation abilities.
- Ensured compliance with all regulatory requirements by conducting regular audits of office procedures.
- Optimized office space usage, arranging workstations to maximize productivity.
- Streamlined document retrieval, meticulously filing documents both physically and electronically.
- Supported executive decision-making by providing detailed reports and summaries of office activities.
- Improved office efficiency by digitizing paper files and organizing digital records.
- Streamlined meeting logistics, coordinating schedules and preparing meeting materials to enhance focus and productivity.
- Managed inventory supplies to prevent shortages, ordering necessary items before depletion.
- Improved response times to customer inquiries, implementing new filing system for quicker access to information.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
- Enhanced communication with external vendors, ensuring timely delivery of office supplies.
- Enhanced customer service with timely and accurate information when handling inquiries.
- Boosted departmental collaboration by coordinating schedules and facilitating communication between teams.
- Maintained confidentiality of sensitive information, adhering strictly to privacy policies.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Processed incoming and outgoing mail and packages according to established procedures.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Utilized office management software to record and track customer information.
- Utilized office management software to record and track customer information.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Supported staff on special assignments and ad hoc projects.
- Coordinated and scheduled meetings and appointments.
- Edited documents to keep company materials free of grammar errors.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Purchased and maintained office supplies.
- Edited and proofread documents for accuracy and completeness.
- Created and maintained detailed records of all office activities.
Education
Bachelors - Health Care Management
Bellevue University
Bellevue, NE06.2010
Associate of Applied Science - Licensed Practical Nursing
Kaplan University
Omaha, NE01.2003
Skills
- Documentation and Reporting
- Disability/Mental Health Awareness
- Knowledgeable of Social Services Programs
- Case Management
- Confidentiality
- Referral coordination
- Professionalism
- Community resources in social services programs
- Data entry
- Effective communication skills
- Microsoft office
- Telephone etiquette
- Social services
Certification
"Colin Powell" Professional Leadership Academy Certificate 12/2023
Nebraska Public Notary
Trauma Informed Care Certification 2019
Languages
English
Full Professional
Timeline
Lead Eligibility Specialist
Douglas County Department of General Assistance
02.2017 - Current
Social Services Technician I
Douglas County Department of General Assistance
06.2013 - 06.2017
Clerk III Clinical Billing Specialist
Douglas County Dept of General Assistance/Primary
11.2009 - 06.2013
Bachelors - Health Care Management
Bellevue University
Associate of Applied Science - Licensed Practical Nursing
Kaplan University
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