Whitney Ross
Long Beach,CA
Summary
Compassionate case manager with comprehensive knowledge of social service programs and community resources. Skilled at identifying needs and developing effective plans of action to provide intervention and assistance. Possesses strong organizational, interpersonal and communication skills. Highly motivated professional demonstrates ability to develop and implement successful plans of action to address individual needs. Possesses strong problem-solving skills to reduce barriers. Committed to helping individuals and families.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Housing Case Manager
The People Concern
03.2023 - Current
- Improved client housing stability by developing individualized case management plans and providing ongoing support.
- Enhanced client self-sufficiency through the coordination of relevant community resources and services.
- Reduced homelessness rates in the community by successfully placing clients in permanent, affordable housing options.
- Streamlined case management processes for increased efficiency and effectiveness with thorough documentation practices.
- Built strong relationships with local landlords to increase available housing options for clients in need.
- Promoted a positive work environment by collaborating effectively with colleagues, sharing knowledge, and offering assistance when needed.
- 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.
- Empowered clients to make informed decisions related to their housing needs by conducting comprehensive assessments and providing tailored guidance.
- Advocated on behalf of clients during housing negotiations, securing favorable leases and rental agreements for long-term success.
- Facilitated workshops on financial literacy, tenant rights, and other topics relevant to successful independent living for clients transitioning into stable housing situations.
- Conducted regular home visits to evaluate living conditions and provide ongoing support as needed to maintain optimal outcomes for clients in permanent housing placements.
- Established partnerships within the community to address various barriers faced by clients seeking stable housing opportunities, such as employment or mental health support services.
- Provided crisis intervention services as necessary to ensure client safety while addressing urgent issues related to shelter or transitional living arrangements.
- Maintained up-to-date knowledge of best practices in homeless service provision through continuous professional development opportunities such as trainings or conferences attended regularly.
- Developed effective time-management skills while juggling multiple caseloads concurrently without sacrificing quality of care provided.
- Contributed to the overall success of the housing program by participating in regular staff meetings, sharing feedback and suggestions for improvement.
- Assisted clients in developing budgeting skills and financial planning strategies necessary for maintaining stable housing situations long-term.
- Monitored and tracked client progress through comprehensive case notes, utilizing data to inform program evaluation efforts and adapt services as needed.
- Fostered a sense of community among clients by organizing group events or outings that encouraged social interaction and skill-building opportunities.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained detailed records of patient progress, documentation of services and case notes.
- Assisted patients in accessing housing, financial assistance and other community resources.
- Developed partnerships with community organizations to expand services and referrals.
- Worked with medical teams, patients and families to implement effective treatment plans.
- Managed caseload to satisfy multiple patients with diverse needs.
- Provided crisis intervention services to individuals facing medical, emotional and mental health challenges in hospital setting.
- Updated treatment plans on monthly basis with latest intervention strategies and progress notes.
- Assessed risk factors of patients and made referrals for further services.
- Developed individual treatment plans and provided counseling to patients.
- Participated in clinical supervision to maintain professional development.
- Collaborated with healthcare providers to drive continuity of care.
- Completed psychosocial evaluations and needs assessments.
- Caseload of 25+
Case Manager
Holiday Helping Hands
11.2020 - 03.2023
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Coordinated essential services for clients, resulting in improved overall well-being and self-sufficiency.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- • Develops a comprehensive client-driven case plan with both short-term and long-term goals identified
• Completes a timeline and measures for each goal
• Monitors progress towards goals in regularly scheduled weekly sessions
• Evaluates and adjusts case plans as needed and provides written warnings with consequences if
satisfactory progress is not being met
• Empowers clients to become involved in their own planning and goal setting
• Refers clients to appropriate resources to assist with meeting goals
• Assures that specific HUD program goals are consistently being met and provides extensive case work
to foster transition from homelessness to permanent housing
• Designs, coordinates and implements Life Skills, Tenancy 101 and other training program aimed at
learning and practicing life skills and decision-making
• Establishes and coordinates day and evening programs with staff for clients
• Treats all clients, visitors and employees with caring, kindness, respect and dignity - Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Tier 3 Area Manager - Outbound Process Path
Amazon Fulfilment Center
09.2016 - 03.2020
- Problem solve/Andon responder during 2016 peak season
- Processed and disposed of VRETs during 2017 peak season
- Over 112% to plan in Pack Process path, daily
- Led stretches for 2017 peak season
- Leader in pack process path, helped engage and encourage other AAs
- Constant positive force within outbound team
- Indirect (Line unloader/water spider) during 2016 and 2017 peak seasons.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
Site Manager
Apollo Courier
08.2015 - 09.2018
- Directed and managed daily activities of over 70 delivery assistants and dispatchers
- Conducted daily departmental meetings
- Performed detailed project management for operational teams
- Provided detailed logistical plans for all development, clinical and eventual commercial products to assure no gaps or delays in processing and deliveries
- Develop and implement logistic and planning tools through MS Project, spreadsheet and relational databases for supply chain, procurement and operations teams
- Work closely with IT, Finance and other teams to develop ERP modules to address logistics and planning issues
- Minimized variability and align logistics, demand planning and sourcing to ensure minimum financial impact and uninterrupted manufacturing operations and cold chain workflow
- Reviewed customer driven demand to ensure that delivery requests were met on time
- Created and maintained planning and logistics metrics
- Acted as a first line resource to manage the interface between functions pertaining to supply, transportation, logistics, and traceability issues
- Develop and monitor forecast reports, along with maintaining long-term vehicle and associate logs to meet customer demand
- Identified risks associated with labor strategies and develop contingency plans around that risk
- Controlled all employee relation/issue resolution
- Trained fellow management on Progressive Disciplinary Actions
- Conducted Follow-along/Ride-Along assessments to ensure Quality Assurance
- Oversee all HR and Administrative Duties
- Monitored customer feedback and created problem resolutions
- Ensured functional area meets all productivity goals and objectives
- Created, oversaw and monitored company safety program
- Supervised and oversaw payroll and employee compliance
- Created and monitored employee scheduling to ensure cost savings
- Managed relationships with various industry vendors
- Effectively managed daily/monthly profit and loss statements
- Tracked and maintained fleet maintenance schedule
- Ensured employees are within DOT and OSHA compliance
- Trained and monitored over 100 team members on Freight Movement, Routing Tools, Dora and TC55 Usage.
- Enhanced project efficiency by implementing streamlined processes and procedures for site management tasks.
- Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
- Improved client satisfaction with timely project completion through effective communication and coordination among team members.
- Managed subcontractors, ensuring quality workmanship and adherence to project timelines and specifications.
- Oversaw budget management, consistently delivering projects within allocated financial resources.
- Optimized resource allocation by closely monitoring project progress and adjusting personnel assignments as needed.
- Collaborated with stakeholders to develop comprehensive project plans outlining goals, timelines, and deliverables.
- Ensured compliance with local regulations, obtaining necessary permits and coordinating inspections throughout the construction process.
- Implemented cost-saving measures, identifying areas for improvement in material procurement and labor utilization.
- Conducted thorough risk assessments to proactively address potential issues before escalated into costly problems.
Dispatcher
BAGS
05.2014 - 08.2016
- Worked closely with Amazon on labor plans, policies and trainings
- Created and monitored performance management of direct reports
- Controlled all Employee relations/issue resolution
- Conducted new employee training
- Trained fellow management on Progressive Disciplinary actions
- Conducted Follow-Along/Ride-Along to ensure Quality assurance
- Oversee some Human Resource and Administrative duties
- Monitored Customer feedback and created problem resolutions
- Ensure functional area meets all productivity goals and objectives
- Oversee and Monitored Safety Program
- Supervise and Oversee payroll and employee compliance
- Created and Monitor employee scheduling to ensure cost savings
- Manage relationship with various venders including temporary agencies
- Effectively manage profit and loss statements when necessary
- Track and maintain fleet maintenance schedule
- Ensure employees are within DOT and OSHA Compliance.
- Improved response times by efficiently prioritizing and dispatching emergency calls.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Implemented new software systems that improved efficiency within the dispatch center operations.
- Supervised a team of 65
Education
Certificate - Effective Management in Management and Leadership
Fred Pryor Seminars
03.2014
Certificate - Employee Relations in Management and Leadership
Fred Pryor Seminars
01.2015
Certificate - Criticism and Discipline Skills for Managers in Management and Leadership
Fred Pryor Seminars
01.2014
Certificate - Communications Skills in Management and Leadership
Fred Pryor Seminars
01.2014
Certificate - CPR and First Aid
American Heart Association
01.2013
High School Diploma - Class Vice President
Jordan High School
Long Beach, CA06.2004
Skills
- Resource Coordination
- Problem Solving
- Client Advocacy
- Conflict Resolution
- Goal Setting
- Supportive Counseling
- Organizational Skills
- Community Outreach
- Program Development
- Public Speaking
- Project Management
- Time Management
- Policy Knowledge
- Networking Abilities
- Crisis Intervention
- Active Listening
- Data Analysis
- Case Management
- Decision Making
- Empathy and Compassion
- Multicultural Sensitivity
- Computer Literacy
- Housing Assessment
- Team Collaboration
- Community Resource Referral
- Treatment Plan Modification
- Social Research
- Progress Monitoring
- Group Session Facilitation
- Client Needs Assessment
- Support Group Organization
- Problem-Solving
- Originality and Creativity
- Crisis Resolution
- Abuse and Neglect Investigation
- Policy Advising
- Critical Thinking
- CPR/AED
- Work Planning and Prioritization
- High-Risk Populations Identification
- Coaching and Development
- Patient Support
- Conflict Negotiation
- Referral Coordination
- Schedule Coordination
- Managing Records
- Trauma Informed Care
Certification
Sojourn domestic violence certification
Timeline
Housing Case Manager
The People Concern
03.2023 - Current
Case Manager
Holiday Helping Hands
11.2020 - 03.2023
Tier 3 Area Manager - Outbound Process Path
Amazon Fulfilment Center
09.2016 - 03.2020
Site Manager
Apollo Courier
08.2015 - 09.2018
Dispatcher
BAGS
05.2014 - 08.2016
Certificate - Effective Management in Management and Leadership
Fred Pryor Seminars
Certificate - Employee Relations in Management and Leadership
Fred Pryor Seminars
Certificate - Criticism and Discipline Skills for Managers in Management and Leadership
Fred Pryor Seminars
Certificate - Communications Skills in Management and Leadership
Fred Pryor Seminars
Certificate - CPR and First Aid
American Heart Association
High School Diploma - Class Vice President
Jordan High School
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