Tonyua Cleveland

Provide case management services to Adult Dislocated Workers state wide interested in WIOA services.

Enter data into WIT,Laserfiche and WORCS

Guide job seekers through the preparation of individual employment plans (IEP) based on their specific occupational goals

• Counsel clients on available job opportunities, training programs, and other services
• Refer individuals to appropriate services, training programs, or job opportunities and follow up on those activities
• Follow all policies, procedures, and regulations related to eligibility documentation
• Maintain accurate individual case files in Work In Texas for each registered customer assuring that each file contains all required eligibility documents and meets compliance requirements
• Meet and/or exceed program benchmarks. Participate in all staff-related events as required including but not limited to training, staff meetings, and individual supervision
• Complete all required reports within the data management system

• Provide exceptional customer support by addressing inquiries and resolving conflicts efficiently.
• Utilize advanced problem-solving skills to enhance customer satisfaction and service delivery.
• Utilized CRM software to document interactions, ensuring accurate record-keeping and streamlined follow-up processes.
• Provide exceptional service by reviewing, critical thinking for SNAP, Medicaid and CHOICES program.
• Resolved customer inquiries effectively, ensuring high levels of satisfaction and retention.
• Managed complex service requests, coordinating with cross-functional teams for timely resolutions.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed high call volume with exceptional professionalism and efficiency.
• Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
• Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.

• Deliver trauma-informed care to clients, focusing on mental health and rehabilitation.
• Conduct assessments and develop tailored treatment plans to meet individual needs.
• Collaborated with cross-functional teams to optimize workflow and enhance operational efficiency.
• Conducted regular site assessments to identify potential risks and recommend mitigation strategies.
• Consulted with customers to assess needs and propose optimal solutions.
• Implemented safety protocols on job sites, reducing incidents of workplace accidents and injuries.

• Assessed program compliance with federal and state regulations for long-term care facilities.
• Provided case management and support for individuals with developmental disabilities.
• Conducted complex record review and investigation.
• Conducted comprehensive surveys to assess compliance with state health regulations.
• Collaborated with multidisciplinary teams to develop strategic improvement plans.
• Implemented quality assurance protocols to enhance survey accuracy and consistency.
• Evaluated operational processes, identifying areas for increased efficiency and effectiveness.
• Led initiatives that improved survey methodologies and reporting processes across the organization.
• Performed field calculations to complete assessments.
• Adapted quickly to changing conditions on job sites, efficiently adjusting plans as needed while maintaining overall project goals.
• Reduced costly errors by meticulously reviewing survey data and ensuring proper documentation.
• Coordinated survey crew activities and oversaw field operations.
• Provided expert witness testimony in court cases involving property disputes, effectively presenting survey findings to support client claims.

• Oversaw administrative operations, including staff coordination and resource management.
• Streamlined processes to improve organizational productivity and service delivery.
• Supervised staff activities, providing mentorship and fostering a collaborative work environment.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Streamlined office operations by implementing efficient filing systems and organizational strategies.

• Coordinated services for individuals with developmental disabilities to promote their independence.
• Developed individualized service plans and monitored progress toward employment goals.
• Coordinated individual care plans to address client needs and enhance service delivery.
• Facilitated communication among interdisciplinary teams to ensure comprehensive support for clients.
• Evaluated client progress through regular assessments, adjusting interventions as necessary.
• Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Enhanced communication between clients and providers through consistent follow-ups and progress updates.
• Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
• Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
• Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
• Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.