Summary
Overview
Work History
Education
Skills
References
Certification
Accomplishments
Timeline
Generic
Victoria B. Gordillo

Victoria B. Gordillo

Phoenix,AZ

Summary

Versatile and dynamic Lead Case Manager at Southwest Key Program with expertise in crisis response coordination and effective team leadership. Proven track record in enhancing program effectiveness, achieving successful youth reunifications, and fostering community outreach. Bilingual in English and Spanish, I excel in analytical decision-making and maintaining high standards of client care.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Lead Case Manager

Southwest Key Program
Phoenix, AZ
08.2024 - Current
  • Led the Case Management Department, ensuring effective implementation and support of updated policies and procedures. Collaborated closely with Federal Field Specialists, Federal Case Coordinators, and cross-functional departments—including clinical, medical, educational, vocational, administrative, and youth care teams—to ensure that all youth needs were addressed comprehensively and in compliance with policy and evolving field guidance.
  • Recruited, interviewed, and hired staff who were best fitted for the program.
  • Monitored client progress through regular follow-ups and case reviews.
  • Actively participated in regular team meetings and in-house training sessions to enhance team performance and cohesion. Oversaw staff implementation and performance, identifying development needs and referring team members to targeted training programs to strengthen skills and improve overall effectiveness.
  • Evaluated program effectiveness and suggested improvements based on youth reunifications. Assisted in discharge planning through identification of suitable follow-up services.
  • Communicated and worked with legal service providers, social service agencies, child advocates, and local judicial systems regarding cases.
  • Provided crisis intervention services as necessary to help stabilize a situation before it escalates further.

Case Manager

Southwest Key Programs Casa Glendale
Phoenix, Arizona
01.2023 - 08.2024
  • I led efforts to reunify minors with their parents or suitable adult relatives whenever possible. For those whose parents were deceased, untraceable, or unsuitable due to abuse or neglect, I provided guidance on long-term foster care options, including foster homes, group homes, supervised independent living, and residential treatment facilities.
  • Performed intake evaluations for youth entering shelter, outlining their rights and presenting orientation on services offered.
  • Supported minors in accessing post-release programs for well-being and integration, while coordinating daily with sponsors, youth, and parents abroad to gather required documentation.
  • Submitted foster care, URM applications, child advocate, and legal referral applications for unaccompanied minors without U.S. contacts.
  • Streamlined communication among clients, families, caregivers, social services, and other agencies to ensure client needs were met.
  • Administered emergency support during client crises.
  • Created individualized care plans with families, maintained case documentation, and coordinated referrals for mental health and substance abuse services.

Onsite Coordinator/Recruiter

LA's Best LAUSD
Los Angeles, CA
10.2019 - 12.2022
  • Oversaw after-school enrichment programs at schools, serving students and staff per site, ensuring safe, engaging environments that foster creative, emotional, intellectual, and physical development. Focused on empowering students to explore opportunities and build meaningful futures, particularly in under-resourced LAUSD communities with the greatest needs.
  • Managed team operations, staff scheduling, and event coordination to ensure consistent coverage and productivity. Trained employees on best practices, supervised budget planning, and supported financial compliance. Oversaw all activities, including weekend sports events, science fairs, and drill competitions with my drill coaches.
  • Collaborated with school administration, the plant manager, and community members to optimize resource use and ensure site safety. Maintained compliance with LAUSD regulations, including COVID-19 guidelines, and supported teachers with instructional and clerical needs.
  • Maintained clean, organized classrooms to support efficiency, while collaborating with LAUSD staff, officials, parents, and community leaders.
  • Promoted open positions through social media and digital marketing, conducted interviews, and extended offers to qualified candidates while explaining job duties, compensation, and benefits.
  • Built strong cross-departmental relationships and implemented engaging learning opportunities in language arts, sports, and student wellness—both during the school year and summer programs.

Program Supervisor

LA's Best LAUSD
Pacoima, CA
01.2019 - 10.2019
  • Supervised, organized, and promoted enrichment activities to foster community engagement, while maintaining playground safety and administering first aid for minor injuries.
  • Provided leadership and guidance for program operations, coaching team members on productivity, policy updates, and performance goals. Developed and managed both routine and special programming by scheduling staff and coordinating overall program logistics.
  • Collaborated with administration and parents to identify issues, develop solutions, and provide guidance.
  • Enhanced program success through proactive operational adjustments, while designing and leading specialized activities for groups of 20+ students.
  • Supported the Site Coordinator with program supervision and administrative tasks while maintaining professional communication with LA's Best staff, school administration, teachers, and parents.
  • Engaged actively in professional workshops for staff growth.
  • Experienced in using fundamental computer software applications.

Afterschool Counselor/ Program Worker

LAUSD LA's Best
Van Nuys, CA
10.2017 - 01.2019
  • Worked closely with groups of 20+ students, supporting homework, fostering personal growth, and creating a safe, engaging environment for both learning and fun.
  • Supervised and organized student activities with their input, completing corresponding Activity Planning sheets.
  • Designed engaging activities to support students’ academic growth and enhance their educational experience.
  • Greeted and assisted parents during student pick-up to ensure smooth and positive interactions and managed daily attendance by signing in students and tracking absences.
  • Supervised indoor and outdoor activities and assisted during supper to support student independence.
  • Collaborated daily with team members and participated in trainings to learn innovative strategies for supporting children through engaging activities.
  • Prepared activity materials by making copies and setting up organized work areas.

Cashier

Popeyes Louisiana Kitchen Inc.
Glendale, CA
06.2016 - 06.2017
  • Provided warm, attentive customer service and maintained clean, professional checkout areas.
  • Verified cash drawer balances and processed transactions accurately using cash, credit, debit, and checks, ensuring correct change was given.
  • Restocked and fronted checkout merchandise to increase sales.
  • Welcomed and greeted numerous customers daily.
  • Efficiently bagged food orders for carry-out and assisted with cashiering during busy periods to ensure smooth service.
  • Cleaned and organized the store, including checkout areas and merchandise displays, to maintain a tidy and welcoming environment.
  • Engaged customers with genuine friendliness and assisted regulars in finding the best available restaurant deals.
  • Trained and onboarded four new cashiers to ensure efficient and accurate customer service.

Education

Bachelor of Science - Psychology

California State University, Northridge
Northridge, CA
05.2021

High School Diploma -

North Hollywood Senior High School
North Hollywood, CA
2017

Skills

  • Effective Team Leadership
  • Student Development Advocate
  • Accountable Team Member
  • Effective Communicator
  • Effective Active Listening
  • Analytical Problem Solver
  • Detail-Oriented Organizer
  • Fluent in English and Spanish
  • Patient in Challenging Situations
  • CPR certified
  • Approachable Nature
  • Highly Adaptable
  • Open to New Approaches
  • Optimistic Mindset
  • Prioritization and Scheduling
  • Case Management Expertise
  • Workforce Planning
  • Supplier Relationship Coordination
  • Customer Engagement
  • Engaging Speaker
  • Guidance and Training
  • Analytical Decision-Making
  • Community outreach
  • Progress evaluations
  • Crisis Response Coordination
  • Data Analysis
  • Advanced Microsoft Office Skills

References

  • Marilyn Gonzalez | Supervisor | Phoenix, Arizona (623)336-5146
  • Brenda Ruiz - Southwest Key Post Release Services Level II (602) 702-8551
  • Guadalupe Ramos- Southwest Key Program (602) 554-6151
  • Alma Castaneda- Southwest Key Programs- (623)363-2095
  • Sarahi Alvarez- Southwest Key Programs- (605)929-1123
  • Ahtziri Gallegos- Southwest Key Programs- (760) 658-0092
  • Amanda Garza - Los Angeles Unified School District- 1(818)357-4903
  • Joyce Martel-Limerick Elementary Site Coordinator- 1(818)389-6930
  • Karina Gomez- Pacomia Elementary Site Coordinator- 1(818)308-0623
  • Sandy Rivera- Lankershim Elementary Program Supervisor- 1(818)530-3581
  • Wendy Gonzalez- TPS Cluster 28- 1(818)322-9856
  • Cindy Martinez- PC Cluster 28- 1(818)233-4430
  • Jose Gutierrez-Telfair Elementary Site Coordinator-1(818)217-9506
  • Jeannette Beltran- Popeyes Manager- 1(818)940-7836

Certification

  • CNA certification

Accomplishments

  • I received Employee of the Month as Lead Case Manager for the month of October 2024.

Timeline

Lead Case Manager

Southwest Key Program
08.2024 - Current

Case Manager

Southwest Key Programs Casa Glendale
01.2023 - 08.2024

Onsite Coordinator/Recruiter

LA's Best LAUSD
10.2019 - 12.2022

Program Supervisor

LA's Best LAUSD
01.2019 - 10.2019

Afterschool Counselor/ Program Worker

LAUSD LA's Best
10.2017 - 01.2019

Cashier

Popeyes Louisiana Kitchen Inc.
06.2016 - 06.2017

Bachelor of Science - Psychology

California State University, Northridge

High School Diploma -

North Hollywood Senior High School

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Victoria B. Gordillo