Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Virginia Pursley

Springfield,IL

Summary

Accomplished professional with a robust background in supportive services for veterans and families, notably with the Salvation Army & VA. Expert in Critical Time Intervention and adept at fostering trust through effective communication. Demonstrated success in managing complex caseloads and improving client satisfaction rates. Skilled in both conflict resolution and meticulous record-keeping, ensuring comprehensive support and positive outcomes for diverse client groups.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Director of Housing Programs PSH, RRH, FUSE

Helping Hands of Springfield
11.2022 - Current
  • Overseeing the development, implementation, and evaluation of housing programs.
  • Hiring, training, and supervising staff.
  • Ensuring high-quality and consistent service delivery to all participants.
  • Providing leadership and coordination for day-to-day operations of housing facilities/complex.
  • Evaluating program impact and creating strategies for improvement and staff development.
  • Ensuring services are in line with organizational policies, mission, vision, and values.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Ongoing scheduled home inspections for all units.
  • HUD compliance for file audit reviews
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.

Supportive Services for Veterans and Families

Salvation Army/ VA
01.2017 - 11.2022
  • Maintained confidentiality of sensitive information concerning Veterans and Families medical histories or personal lives without compromising service quality.
  • Utilized problem-solving skills when facing challenging situations involving client/Veterans behavior management strategies.
  • Documented client progress accurately and thoroughly in Rapid Re-Housing (RRH)case files as required by agency policies or state regulations.
  • Maintains records of financial assistance provided to participants in their SIMS Homeless Management Information System file.
  • Submits monthly summary of service statistics to direct supervisor and/or SSVF Program Manager.
  • Maintains comprehensive demographic data as required on all participants.
  • Develops a case plan with the participant within one week with specific short- and long-term goals – when needed.
  • Maintain compliance in The Salvation Army's “Safe from Harm” certification.
  • Schedules regular meetings with participants to review and update goals. Conducts home visits as appropriate and office visits.
  • Provides participants linkages to community services as needed.
  • Provides services as needed, e.g. court appointments, landlord/tenant conflict resolution, etc.
  • Implements educational activities as needed., e.g. Life skills, budgeting, etc.
  • Provides appropriate referrals for Veterans/families ineligible for SSVF services.
  • Performs intake including required documentation for admission, referral needs, program details and expectations.
  • Maintains RRH case files on all Veterans and Families in the SIMS Homeless Management Information System that includes the assessment, eligibility, intake, case plan, documentation of progress, challenges, accomplishments, discharge plan and documentation of all follow up contact.
  • Prepare for Audits
  • Attend Springfield Housing Authority orientation for SSVF clients bridging over to HUD VASH if needed.
  • Follow HUD and VA guidelines, policy procedures to remain in compliance
  • Ensures client confidentiality in accordance with established procedures and regulations.
  • Performs other duties as assigned as related to the mission and goals of the Supportive Services for Veteran Families program.
  • Developed strong professional relationships with clients, fostering trust and open communication.


Family Self Sufficiency Specialist

Springfield Housing Authority
09.2005 - 01.2018
  • Carried a caseload of approximately 145 clients that consist of all of Public Housing clients and Section 8 Special Programs - Nehemiah, 1,2,3, HUD VASH, Hope Springs, Cook St, 5th St Renaissance, Safe Haven Apartments, Project Base Units, Mainstream, FUP- Family Unification Program, Homeownership.
  • Followed all HUD rules and guidelines for program operation
  • Audit all Files to prepare for HUD Audit
  • Trained new staff onboarding and FSS Directors that came onboard as needed
  • Developed a plan of action for each participant matches services and provider.
  • Advise participants in program regarding compliance with Public Housing or HCV Program rules and regulations
  • Work with supervisor on conducting recruitment activities, tracking results of program,action plan, service provider, program coordinating committees, and Resident Councils,
  • Developed a detailed service plan outlining specific services (employment training, education, and counseling)timeframes and goals for achieving self sufficiency
  • Conduct workshops in all three hi-rises (Villas, , Bonansinga, Hildebrandt)


  • Assist application for services and programs associated with their action plan
  • Followed all company policies and procedures to deliver quality work.
  • Developed strong client relationships through consistent communication and attentive service.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Attend monthly board meeting to facilitate disbursement of Escrow funds to clients who were graduating from FSS program.


Medical Record Facilitator

ST. Johns Hospital
02.1999 - 01.2005
  • Supervised (15)Medical Records Specialist covering (3) shifts. Days, Evenings, Overnights. Specialist were employed through St .Johns or Temp services.
  • Trained all new staff coming onboard
  • Demonstrate proficiency in engaging with appropriate personnel at other medical facilities,ensuring efficient and accurate acquisition of medical records over the phone , via fax and email
  • Maintain meticulous records of all correspondence and interactions related to medical records request, ensuring completeness and accuracy.
  • Pulled files for requesting Physicians
  • Identified areas in need of improvement and implemented solutions.
  • Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
  • Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
  • Maintained current knowledge of industry trends and best practices by attending professional development events, staying informed on new facilitation methods, and adapting them to the unique needs of clients.

Education

High School Diploma -

Southeast High School,
Springfield, IL
06.1988

Skills

  • Experience in working with Veteran and Homeless population and have experience in area of substance abuse, Veteran assistance and PTSD
  • Prior knowledge and training in Critical Time Intervention (CTI), harm reduction, Housing First, Trauma Informed Care, motivational interviewing,conflict resolution and medication
  • Ability to efficiently and effectively manage people and projects successfully
  • Team player, self-starter, and perform well with minimal supervision
  • Knowledge of Family Self-Sufficiency, Public Housing, HCV, and various other community programs, policies, and procedures; Knowledge and understanding of social and economic problems and special needs faced by lower income families; Knowledge of occupational hazards and applicable precautionary measures; Skill in caseload management; planning, monitoring, and following-up as necessary; Skill in the proficient use of office equipment, computers, and software
  • Skill in maintaining accurate and complete complex records and generate computerized FSS reports
  • Ability to work independently in an organized, thorough, detailed, accurate, and efficient manner; Ability to communicate (oral and written) and interact with diverse individuals (public, outside agencies/vendors, and co-workers) in a courteous, confidential, effective, positive, professional, and ethical manner

Certification

  • Self Sufficiency Case Management
  • Self Sufficiency Service Coordination

Timeline

Director of Housing Programs PSH, RRH, FUSE

Helping Hands of Springfield
11.2022 - Current

Supportive Services for Veterans and Families

Salvation Army/ VA
01.2017 - 11.2022

Family Self Sufficiency Specialist

Springfield Housing Authority
09.2005 - 01.2018

Medical Record Facilitator

ST. Johns Hospital
02.1999 - 01.2005

High School Diploma -

Southeast High School,

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Virginia Pursley