Wanda E. Otero
Haslet,TX
Summary
•Versatile and outcomes-driven professional with over a decade of experience, notably at Department of Health and Human Services, mastering regulatory compliance and bilingual community assistance. Also wanting to seek a different area of employment. I have always worked with people in person, on the phone and customer service has always been present in dealing with the person.
•Worked for Customer Service Department for Sprint over 3 1/2 inbound calls in customer service in setting up new accounts, problem solving issues with their bills to avoid repeated call backs.
•Excelled in leveraging analytical skills and a friendly, positive attitude to deliver impactful support and improvements in service delivery.
•Expert in Microsoft Word and adept at fostering effective communication across diverse groups.
•Motivated professional skilled in providing accurate and culturally appropriate interpretations in medical, legal and educational settings.
Overview
21
21
years of professional experience
Work History
Bilingual Interpreter
Helper at Iglesia Cristiana Genesis
Fort Worth, Texas
08.2019 - 04.2023
- Help non English speakers that live and attend our church and our U.S. Citizens and are and needing assistance because of the language barrier and and need help with locating services in the area such as John Peter Smith County Hospital, Tarrant MHMR, and Food Stamp.
- Helping the person when they have received a letter in English and don't understand what is said in the letter and needs the translation. Assistance enrolling their child in school with all proper documents needed.
- This was a service that my Pastor Luis Bernard wanted to put in place and help with in our church community, before he got ill. He wanted to leave it in place and in standing while he was alive and I was proud to help. I only did this several days a week and when it was needed. For the members of the church to have as it kept growing. This was not a paid job.
QIDP/ Waiver Reviewer - PM James Wortham
Department of Health and Human Services (HHS)
Arlington, Texas
09.2017 - 03.2019
- Conduct certification surveys, licensure inspection, or investigations in facilities to determine compliance with federal and state regulations.
- Conduct certification surveys, licensure inspection, or investigations in facilities to determine compliance with federal and state regulations. Lead review teams responsible for evaluating compliance with agency, state, or federal requirements.
- Communicates on a complex level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problem or complaints
- Provides complex technical assistance to others (for example, staff, volunteers, contractors, other organizations) on policies, procedures, rules,regulations, standards, and requirements.
- Tracks, monitors, plan; coordinates, or schedules activities on a complex level to ensure deadlines or requirements are met.
- Research inquiries or complaints recommend resolutions and prepares responses.
- Completes inspections/surveys reports listing deficiencies and prepares written reports.
- Home visit to verify that the individual is receiving the services by the provider on his or her plan on his renewal that were needed and requested. What is working and what is. not working for him.
- Home visit to verify that the individual is receiving the services by the provider on his plan on his renewal that were needed and requested. What is working and what is. not working for him.
- Home visit to verify that the individual is receiving was DC a the services that was asked for in their annual plan of care was renewed by the provider. That the individual plan's of care is what they requested at the time of renewal and being serviced. That services are provided in a timely manner. Verify what is working and what is not.
- Confirm that home through home visit fire drills are being conducting, go over medication are being given as prescribed properly to maintain the wellbeing of the individual, through there chart records log book.
- Texas Department of Aging and Disability Services (DADS) Functions Moved to The Department of Health and Human Services (HHS) in September 1, 2017 on.
- Analyzed customer complaints and provided solutions to resolve issues promptly.
QIDP/Waiver Reviewer James Wortham
Department of Aging and Disability Service (DADS)
Arlington, Texas
10.2008 - 08.2017
- Conduct certification surveys, licensure inspection, or investigations in facilities to determine compliance with federal and state regulations. Lead review teams responsible for evaluating compliance with agency, state, or federal requirements.
- Conduct certification surveys, licensure inspection, or investigations in facilities to determine compliance with federal and state regulations.
- Lead review teams responsible for evaluating compliance with agency, state, or federal requirements.
- Tracks, monitors, plan; coordinates, or schedules activities on a complex level to ensure deadlines or requirements are met.
- Completes inspections/surveys reports listing deficiencies and prepares written reports.
- Conducts exits conference with facility staff finding and may assist in developing a plan to correct deficiencies.
- Collaborated closely with internal stakeholders to ensure successful implementation of new procedures and processes.
- Home visit to verify that the individual is receiving the services by the provider on his plan on his renewal that were needed and requested. What is working and what is. not working for him.
- Home visit to verify that the individual is receiving the services that was asked for in their annual plan of care when renewed by the provider. That the individual plan's is what they requested and is being serviced. That services are provided provided in a timely manner. What is working and what is. not work for them.
- Also verify at home visit that fire drills are conducting once to keep the person safe, if medication are prescribed they are given properly to maintain the health and wellbeing of the individual, verifying services in their chart records have been completed in a timely manner before their annual plan of care ends.
- Texas Department of Aging and Disability Services (DADS) Functions Moved to The Department of Health and Human Services (HHS) in September 1, 2017.
Mentor Program Waiver & Service Coordinator
Tarrant County MHMR ( PM Grace Ward )
Fort Worth, Texas
12.2001 - 10.2008
- Assisted Families to access medical, social, education and other appropriate services and support individuals with intellectual disability needs help achieve quality of life within the community participation.
- Manage a caseload of 40 plus Spanish speaker's individuals with intellectual developmental disorders and assisted the individual the person and or families with translation's if needed.
- Worked with 90% of Spanish speaking families served as a translator to many and had diverse caseload to coordinate services when needed.
- Sitting in on interviews with the applicant to become aware of the proficiency in Spanish by having a conversation about work with them.
- Mentor and train new employee's, go over policy and procedures if something was not understood, explained services and forms in database to be used for the individual's needs, and going out into the field for home visits and follow up on new caseload.
- Encouraged open dialogue between mentor and mentee pairs to promote trust, respect and understanding of different perspectives.
- Advised on methods for effective conflict resolution techniques to ensure productive working environment.
- Advised on methods for effective conflict resolution techniques to ensure productive working environment.
- Developed a comprehensive mentoring program to support new employees in their transition into the company.
- Develop a “person directed plan” reflecting the desires and goals of individuals.
- Maintained up-to-date records of mentor and mentee interactions in order to track progress over time.
- Conducted regular assessments to monitor mentee progress and adjust mentoring strategies as needed.
- Established and supervised peer-counseling and peer-tutoring programs.
- Updated internal systems with information related to new or revised services.
Education
Bachelor of Arts - Humanities
Universidad Central De Bayamon
Bayamon, Puerto Rico06-1981
Associate of Arts - Education
American College
Bayamon, Puerto Rico06-1978
Skills
- Troubleshooting
- Microsoft Office
- Critical Thinking
- Decision-Making
- Active Listening
- Client Service
- Problem-Solving
- Customer service
- Multitasking
- Analytical Thinking
- Time Management
- Teamwork and Collaboration
- Case Management
References
References available upon request.
Timeline
Bilingual Interpreter
Helper at Iglesia Cristiana Genesis
08.2019 - 04.2023
QIDP/ Waiver Reviewer - PM James Wortham
Department of Health and Human Services (HHS)
09.2017 - 03.2019
QIDP/Waiver Reviewer James Wortham
Department of Aging and Disability Service (DADS)
10.2008 - 08.2017
Mentor Program Waiver & Service Coordinator
Tarrant County MHMR ( PM Grace Ward )
12.2001 - 10.2008
Bachelor of Arts - Humanities
Universidad Central De Bayamon
Associate of Arts - Education
American College
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