Hi, I’m
Washawna Fletcher
Tacoma,WA
Summary
Diligent and trauma-informed advocate of trauma survivors who has a strong background in program management. Experienced with coordinating and managing multiple projects simultaneously. Successfully led cross-functional teams to deliver complex projects on time and within scope. Demonstrated leadership and strategic planning skills. Effective communication and organizational skills to ensure seamless project execution. Track record of implementing process improvements and achieving project milestones.
According to the Strength Finders 2.0 assessment, my top 5 strengths are Input, Relator, Deliberative, Intellection, and Learner.
Overview
18
years of professional experience
1
Certification
Work History
YWCA Pierce County
Shelter Program Manager
03.2025 - 03.2025
Job overview
- De-escalation and problem-solving
- Issue negotiables and tangible items to clients
- Oversees caseload of up to 22 households
- Provides trauma-informed care
- Complete intakes and assists with housing applications for new clients
- Mandated reporting
- Advocacy Based Counseling
- Outlook, Microsoft Teams, Excel, Sharepoint, SAW, SalesForce
- Knowledgeable of community resources
- Conflict resolution
- Provides safety and safer plans for clients and community members
- Data entry
- Assists clients navigate systems such as DSHS, PCHA, ACP, and more
- Assist clients with identifying strengths, barriers, and achievable personal goals
- Connects clients to additional supportive services in community
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Identified program obstacles and communicated possible impacts to team.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Built teams to address project goals and objectives for multiple projects.
YWCA Pierce County
Housing Case Manager
04.2024 - 03.2025
Job overview
- De-escalation and problem-solving
- Manages caseload of up to 23 households
- Provides trauma-informed care
- Mandated reporting
- Advocacy Based Counseling
- Provides safety and safer plans for clients and community members
- Assists clients navigate systems such as DSHS, PCHA, ACP, and more
- Assist clients with porting housing vouchers to other counties, including under VAWA
- Built strong relationships with local landlords to increase available housing options for clients in need.
- Assisted clients in developing budgeting skills and financial planning strategies necessary for maintaining stable housing situations long-term.
- Established partnerships within the community to address various barriers faced by clients seeking stable housing opportunities, such as employment or mental health support services.
- Enhanced client self-sufficiency through the coordination of relevant community resources and services.
- Improved client housing stability by developing individualized case management plans and providing ongoing support.
- Monitored and tracked client progress through comprehensive case notes, utilizing data to inform program evaluation efforts and adapt services as needed.
- Empowered clients to make informed decisions related to their housing needs by conducting comprehensive assessments and providing tailored guidance.
- Contributed to the overall success of the housing program by participating in regular staff meetings, sharing feedback and suggestions for improvement.
- Advocated on behalf of clients during housing negotiations, securing favorable leases and rental agreements for long-term success.
- Developed effective time-management skills while juggling multiple caseloads concurrently without sacrificing quality of care provided.
- Promoted a positive work environment by collaborating effectively with colleagues, sharing knowledge, and offering assistance when needed.
- Provided crisis intervention services as necessary to ensure client safety while addressing urgent issues related to shelter or transitional living arrangements.
- Conducted regular home visits to evaluate living conditions and provide ongoing support as needed to maintain optimal outcomes for clients in permanent housing placements.
- Ensured program compliance with federal, state, and local regulations through diligent monitoring of policies and procedures.
- Increased client satisfaction levels by consistently providing compassionate, culturally sensitive support throughout the housing process.
- Maintained up-to-date knowledge of best practices in homeless service provision through continuous professional development opportunities such as trainings or conferences attended regularly.
YWCA Pierce County
Community Advocate and Group Facilitator
01.2023 - 05.2024
Job overview
- De-escalation and problem-solving
- Issue negotiables and tangible items to clients
- Caseload management to include trauma-informed care
- Mandated reporting
- Advocacy Based Counseling
- Facilitate and co-facilitate support groups
- Create peer support group modules and curriculum
- Provides safety and safer plans for clients and community members
- Monitored trends in community needs to ensure the timely delivery of appropriate services.
- Assisted in the development of strategic plans that aligned with community goals and objectives.
- Implemented outreach strategies that increased participation in key programs and services.
- Educated policymakers on pertinent issues affecting the community, influencing positive change at the legislative level.
- Fostered relationships among diverse groups within the community by organizing collaborative events promoting unity.
- Collaborated with local organizations to identify needs and develop community-based programs.
- Collaborated closely with team members to create and deliver parent engagement events.
- Provided direct assistance to individuals experiencing barriers or challenges within the community.
- Advocated for marginalized populations in policy discussions, amplifying their voices in decision-making processes.
- Worked as team with family services and education staff throughout program.
- Empowered community members by providing relevant resources and support on various issues.
- Increased awareness of community resources through organizing workshops, trainings, and seminars.
- Served as an accessible resource for locals seeking assistance or guidance on navigating complex systems related to employment, housing, or education.
YWCA Pierce County
Domestic Violence/Shelter Advocate
12.2020 - 01.2023
Job overview
- Operating crisis phoneline and crisis email
- Consistently monitoring parking lot and entrances
- Issue negotiables and tangible items to residents
- Caseload management to include trauma-informed care
- Strengthened relationships with local service providers by attending regular networking meetings and maintaining open lines of communication.
- Improved client well-being by conducting comprehensive assessments and developing individualized service plans.
- Provided emotional support to clients in crisis situations, utilizing active listening skills and empathetic communication techniques.
- Enhanced safety for shelter residents through consistent monitoring of facility access and adherence to established protocols.
- Educated clients on their rights and options related to housing, employment, legal matters, and healthcare services.
- Contributed to the development of shelter policies and procedures, prioritizing client safety and wellbeing at all times.
- Connected clients with community resources and services, empowering them to achieve self-sufficiency and stability.
- Tracked client progress using data management systems and evaluated program effectiveness based on measurable outcomes.
- Facilitated conflict resolution within the shelter environment using effective mediation techniques when disputes arose among residents.
- Increased awareness of domestic violence issues within the community through participation in outreach events and presentations.
- Maintained accurate documentation of client interactions, ensuring compliance with funding requirements and confidentiality guidelines.
- Monitored compliance requirements associated with federal/state grants and ensured timely submission of required reports.
- Assisted clients in obtaining necessary documentation for housing applications, increasing their chances of securing stable living situations.
- Supported clients in navigating complex systems such as public assistance programs, housing applications, legal proceedings, or medical appointments.
- Advocated on behalf of clients to secure needed services, working collaboratively with partnering agencies and overcoming systemic barriers.
Washington State History Museum
Visitor Services
11.2019 - 05.2021
Job overview
- Operated multiline telephone system and messages
- Created new memberships and assisting visitors
- Use of radio for communication to other staff
- Outlook, Word, Microsoft Teams, Altru
- Strengthened interdepartmental relationships through effective communication and collaboration on various projects related to visitor services improvement initiatives.
- Participated in staff meetings to discuss best practices, stay updated on current exhibitions, and strategize improvements in visitor services operations.
- Fostered a welcoming environment for new visitors by creating informative materials about church programs and services.
- Delivered excellent guest services by answering inquiries from visitors.
Metro Parks
Visitor Services
11.2019 - 03.2020
Job overview
- Providing positive interaction while greeting customers and scanning tickets
- Creating new memberships
- Skilled knowledge of basic accounting systems
- Responsible for maintaining and balancing a till
- Completing closing protocols at the end of the shift/night
- Skilled use of radio for communication to other staff
- Assisting with rentals for strollers, wheelchairs, motorized scooters
- Operating the carousel, including daily compliance inspections for safety
- Participated in staff meetings to discuss best practices, stay updated on current exhibitions, and strategize improvements in visitor services operations.
- Supported sales initiatives through cross-selling products and services when appropriate, contributing to overall revenue growth for the organization.
Department of Social and Health Services (DSHS)
Customer Service Specialist 2
03.2019 - 08.2019
Job overview
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Department of Social and Health Services (DSHS)
Clerical Internship
12.2018 - 03.2019
Job overview
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Participated in workshops and presentations related to projects to gain knowledge.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Contributed to positive work environment by actively participating in team-building activities.
Clover Park Technical College (WorkFirst Department)
Office Assistant
07.2010 - 03.2011
Job overview
- Managed caseload of approximately 75 students
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Expedited document processing with accurate data entry and timely filing.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
Tacoma Community College (WorkFirst Department)
Student Support Specialist
07.2007 - 06.2010
Job overview
- Managed caseload of approximately 200 -300 students
- Successfully work with multiple automated systems
- Assisted students in developing effective time management skills leading to improved academic outcomes.
- Reduced behavioral incidents by establishing a positive behavior support system in collaboration with colleagues.
- Created a welcoming environment for students, fostering a sense of belonging and community within the school setting.
- Evaluated program effectiveness using various assessment methods allowing for continuous improvement of Student Support Specialist services.
- Ensured compliance with federal, state, and district policies by maintaining accurate records of student interventions and accommodations.
- Encouraged students to take ownership of learning by providing choices.
- Conducted assessments of students to determine individual needs.
- Maintained accurate records of student progress and attendance.
- Provided emotional support to students and families.
Education
TACOMA COMMUNITY COLLEGETacoma, WA
Medical Office Clerk Certificate from Medical Office Assistant
06.2007
MOUNT TAHOMA HIGH SCHOOLTacoma, WA
Academic Diploma
01.2000
Skills
- Strong ability to prioritize
- Trauma-informed
- Consistent work ethic
- Advocacy Based Counseling
- Self-directing
- Team leadership
- Problem-solving
- Strategic planning
- Policy and procedure improvements
Accomplishments
- Facilitated multiple DV 101 presentations within the community, including presenting at a DV 101 Symposium.
- Created and implemented support group curriculum for survivors of trauma.
- Achieved high housing program graduation rate from 1 per year to 7 by reevaluating and restructuring program engagement of participants, bringing program back into compliance with contractual obligations.
Certification
- Active Shooter, 01/01/19
- StrengthsFinder 2.0, 01/01/19
- Workplace Harassment, 01/01/19
- Mandatory Reporter, 01/01/19
- Ethics, 01/01/19
- EBT Training, 01/01/19
- StrengthsFinder 2.0, 01/01/21
- Disproportionality in the Child Welfare System, 01/01/21
- Mandatory Reporting and Serious Incident Report SOP Training, 01/01/21
- Domestic Violence Victim Services Training, 01/01/21
- History of the Domestic Violence Movement, 01/01/21
- Rapid Rehousing Webinar, 01/01/21
- Introduction to Problem Solving (Diversion), 01/01/21
- Anti-Racism as Violence Prevention; 3 Part Series, 01/01/21
- Housing Application Overview Training, 01/01/21
- Northwest Furniture Bank Caseworker Training, 01/01/21
- De-Escalation Training, 01/01/21
- The Path to Building an Antiracist Workplace, 01/01/22
- Trauma Informed and Empowerment Based Practices with Survivors, 01/01/22
- Creative and Confident: Taking on Difficult Advocacy Conversations, 01/01/22
- Money Talk: WorkFirst/TANF Program, 01/01/22
- From Poverty to Possibilities, 01/01/22
- Harm Reduction for the Homeless Sector, 01/01/22
- Best Practices Working with People in the Sex Industry, 01/01/22
- Substance Abuse Awareness: Heroni(e), documentary, 01/01/22
- LGBTQIA+: Pray Away, 01/01/22
- Washington Address Confidentiality Program Application Assistant Training, 01/01/22
- Lessons Learned from Tacoma: The Problem of Police Office Domestic Violence, 01/01/23
- The Core of America's Race Problem, by Dorothy Height: WSCADV, 01/01/23
- History of Domestic Violence Movement, 01/01/23
- Technology Best Practices for DV Agencies: WSCADV, 01/01/23
- Advocacy for People with Disabilities: WSCADV, 01/01/23
- Safety Planning with Survivors: WSCADV, 01/01/23
- Advocacy for Language Access: WSCADV, 01/01/23
- Active Shooter and Workplace Violence: Preparation and Readiness, 01/01/23
- Trauma Informed Care Certified Training: Community Resilience Initiative, 06/01/23
Committees And Workshops
- Inclusion, Diversity, Equity, and Accessibility (IDEA) Committee, Washington State History Museum, Tacoma, WA, 08/01/20, 05/01/21
- Re-Opening Task Force, YWCA Pierce County, Tacoma, WA, 03/01/21, 05/01/21
- BIPOC – Often Active, YWCA Pierce County, Tacoma, WA, 03/01/21, 01/01/24
- Centralized Intake and Database Collections Committee, YWCA Pierce County, Tacoma, WA, 06/01/23, Present
- Strategic Planning Core Team, YWCA Pierce County, Tacoma, WA, 04/01/24, Present
Education And Trainings
- Tacoma Community College, Tacoma, WA, Medical Office Clerk Certificate, 01/01/07, 06/01/07
- Mount Tahoma High School, Tacoma, WA, Academic Diploma, 01/01/98, 01/01/00
Timeline
Shelter Program Manager
YWCA Pierce County
03.2025 - 03.2025
Housing Case Manager
YWCA Pierce County
04.2024 - 03.2025
Community Advocate and Group Facilitator
YWCA Pierce County
01.2023 - 05.2024
Domestic Violence/Shelter Advocate
YWCA Pierce County
12.2020 - 01.2023
Visitor Services
Washington State History Museum
11.2019 - 05.2021
Visitor Services
Metro Parks
11.2019 - 03.2020
Customer Service Specialist 2
Department of Social and Health Services (DSHS)
03.2019 - 08.2019
Clerical Internship
Department of Social and Health Services (DSHS)
12.2018 - 03.2019
Office Assistant
Clover Park Technical College (WorkFirst Department)
07.2010 - 03.2011
Student Support Specialist
Tacoma Community College (WorkFirst Department)
07.2007 - 06.2010
MOUNT TAHOMA HIGH SCHOOL
Academic Diploma
TACOMA COMMUNITY COLLEGE
Medical Office Clerk Certificate from Medical Office Assistant
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