Wanda Carson
Chicago,Illinois
Summary
Licensed Social Work and Public Administration professional with 12+ years of experience across human services, supportive housing, healthcare, public health, and community-based programs. Experienced in program operations, project leadership, quality and process improvement, staff training and capacity building, program evaluation, and cross-functional collaboration. Offers extensive experience within HIV/AIDS services and working with LGBTQIA+ communities, spanning outreach and prevention, care coordination, supportive housing, and community-based services. Applies a systems-oriented, person-centered approach to organizational improvement, with experience supporting adults and older adults across healthcare, supportive housing, caregiving, and community-based settings, and growing specialization in Age-Friendly practices, organizational change, and equitable service delivery. Combines frontline service experience with operational leadership to identify barriers, strengthen organizational processes, and support sustainable improvements for staff, programs, and the communities they serve.
Overview
13
13
years of professional experience
Work History
Manager of Program Operations
CHICAGO HOUSE & SOCIAL SERVICE AGENCY
06.2026 - Current
- Lead organization-wide monitoring, evaluation, reporting, quality improvement, and EHR administration activities across multiple community-based programs.
- Oversee agency-wide data collection, performance monitoring, quality assurance, and reporting systems used to evaluate program outputs, outcomes, and organizational impact.
- Conduct monthly and quarterly audits of EHR data and program documentation, identify trends and data-management concerns, and communicate findings to program and executive leadership.
- Serve as the agency’s subject matter expert for internal and external reporting systems, EHR workflows, data integrity, and technology-related training needs.
- Plan and implement EHR enhancements in partnership with operations leadership and serve as the primary liaison with the system vendor for technical issues and project support.
- Develop and deliver presentations, documentation, one-on-one coaching, and technical assistance to strengthen staff use of data-collection and reporting technologies.
- Prepare internal performance analyses, funder-required reports, annual Performance and Quality Improvement data, survey summaries, and other organizational reports.
- Coordinate Council on Accreditation compliance activities, maintenance requirements, documentation monitoring, and site-visit preparation with the Director of Operations.
Housing Operations & Quality Assurance Manager
CHICAGO HOUSE & SOCIAL SERVICE AGENCY
03.2024 - 06.2026
- Led quality assurance activities across scattered-site housing programs through chart reviews, database audits, performance monitoring, and corrective-action support.
- Monitored grant deliverables, program outcomes, documentation standards, rent and utility data, and internal referral processes.
- Prepared program findings and provided technical assistance to case managers, supervisors, and program leadership.
- Supported funder monitoring, contract reviews, accreditation readiness, grant reporting, and continuous quality improvement initiatives.
- Collaborated with agency leadership to improve operational workflows, EHR documentation, reporting accuracy, and service coordination.
Client Services / Medical Case Manager
CRESCENTCARE
10.2022 - 09.2023
- Managed a caseload of approximately 75 clients living with chronic health conditions and complex social service needs.
- Conducted biopsychosocial assessments and developed individualized, strengths-based service plans.
- Coordinated crisis intervention, linkage and retention services, medication-adherence support, and access to community resources.
- Collaborated with medical, behavioral health, and community partners to address social determinants of health and promote continuity of care.
Senior Patient Representative
TULANE UNIVERSITY CAMPUS HEALTH
11.2021 - 10.2022
- Supported daily clinical operations, patient access, scheduling, registration, insurance verification, and administrative workflows.
- Supervised and trained front-desk staff and developed onboarding and cross-training processes that strengthened operational consistency.
- Collaborated with clinical and administrative teams to improve patient flow, service coordination, and the overall patient experience.
- Supported billing, insurance-waiver, and compliance-related processes within a multidisciplinary healthcare setting.
Contact Tracer
TULANE UNIVERSITY CAMPUS HEALTH
11.2020 - 11.2021
- Conducted COVID-19 case investigations, contact tracing, testing coordination, and follow-up during the public health emergency.
- Educated students and staff regarding isolation, quarantine, and risk-reduction requirements while maintaining accurate electronic documentation.
Informal Caregiver
FAMILY CAREGIVER
05.2018 - 01.2020
- Coordinated healthcare, daily living, financial, and end-of-life needs while navigating complex medical, insurance, and community-service systems.
- Advocated with healthcare professionals and service providers to promote continuity of care, dignity, and person-centered decision-making.
- Developed firsthand knowledge of caregiver burden, aging services, care transitions, and the challenges families encounter when navigating fragmented systems.
Permanent Supportive Housing Landlord Liaison
CHICAGO HOUSE & SOCIAL SERVICE AGENCY
08.2016 - 05.2018
- Facilitated housing placement and retention for individuals and families experiencing housing instability.
- Developed landlord and property-management partnerships to expand access to safe and affordable housing.
- Coordinated housing searches, inspections, lease-up processes, compliance reviews, and tenancy-support activities.
Care Coordinator
CHICAGO HOUSE & SOCIAL SERVICE AGENCY
07.2015 - 08.2016
- Conducted psychosocial assessments and developed individualized service plans for people living with HIV.
- Provided linkage-to-care, retention, medication-adherence, advocacy, and resource-coordination services.
- Participated in interdisciplinary case conferencing to address health, housing, and psychosocial needs.
HIV Test Counselor & Outreach Coordinator
CHICAGO HOUSE & SOCIAL SERVICE AGENCY
02.2014 - 07.2015
- Coordinated community outreach, HIV testing, health education, and linkage-to-care activities.
- Built partnerships with community organizations to strengthen referral networks and engagement with populations disproportionately affected by HIV.
Education
Master of Social Work - Social Work
Aurora University
Aurora, ILMaster of Public Administration - Public Administration
Aurora University
Aurora, ILBachelor of Science - Psychology
Bradley University
Peoria, ILSkills
- Program Operations & Development
- Project Management & Process Improvement
- Quality Assurance & Continuous Improvement
- Program Evaluation & Performance Measurement
- Staff Training & Capacity Building
- Policy & Procedure Development
- Data Analysis & Reporting
- Supportive Housing & Housing Stability
- Older Adult & Age-Friendly Services
- Health Equity & Person-Centered Practice
- EHR Workflow & Implementation Support
- Accreditation & Grant Compliance
Additional Information
Organizational Effectiveness & Process Improvement: Strengthen cross-departmental processes, workflows, and operational structures to improve service delivery, staff effectiveness, collaboration, and organizational decision-making.
Implementation & Capacity Building: Support organizational change through stakeholder engagement, staff training and technical assistance, process development, and implementation strategies that strengthen adoption of new practices.
Program Development, Data Analysis & Evaluation: Collect, analyze, and interpret program and client data to assess performance, identify trends and disparities, and inform organizational decision-making. Develop performance reporting that integrates client demographics, program reach, outcomes, care-cascade measures, and equity-focused analyses to support program evaluation and continuous improvement.
Age-Friendly & Community-Based Systems: Support person-centered approaches to older adult services through program planning and implementation of Age-Friendly Health Systems and 4Ms principles within community-based settings.
Certification
- LICENSURE
Licensed Social Worker (LSW) | State of Illinois
Timeline
Manager of Program Operations
CHICAGO HOUSE & SOCIAL SERVICE AGENCY
06.2026 - Current
Housing Operations & Quality Assurance Manager
CHICAGO HOUSE & SOCIAL SERVICE AGENCY
03.2024 - 06.2026
Client Services / Medical Case Manager
CRESCENTCARE
10.2022 - 09.2023
Senior Patient Representative
TULANE UNIVERSITY CAMPUS HEALTH
11.2021 - 10.2022
Contact Tracer
TULANE UNIVERSITY CAMPUS HEALTH
11.2020 - 11.2021
Informal Caregiver
FAMILY CAREGIVER
05.2018 - 01.2020
Permanent Supportive Housing Landlord Liaison
CHICAGO HOUSE & SOCIAL SERVICE AGENCY
08.2016 - 05.2018
Care Coordinator
CHICAGO HOUSE & SOCIAL SERVICE AGENCY
07.2015 - 08.2016
HIV Test Counselor & Outreach Coordinator
CHICAGO HOUSE & SOCIAL SERVICE AGENCY
02.2014 - 07.2015
Bachelor of Science - Psychology
Bradley University
Master of Social Work - Social Work
Aurora University
Master of Public Administration - Public Administration
Aurora University