Yvonne Franzua
New York,NY
Summary
Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Director of Operations
Acacia Network
02.2023 - Current
- Utilized bilingual language skills to effectively communicate with diverse populations seeking shelter services.
- Improved client intake process by streamlining paperwork and enhancing communication between departments.
- Strengthened community connections through regular outreach events, resulting in increased resources for clients seeking shelter.
- Conducted comprehensive assessments of client needs, ensuring appropriate referrals to relevant social services agencies.
- Collaborated with case managers to develop tailored service plans for each client, promoting self-sufficiency and long-term success.
- Maintained accurate record-keeping procedures, allowing for streamlined reporting and grant application processes.
- Ensured compliance with all federal, state, and local regulations pertaining to homelessness assistance programs.
- Proactively addressed potential conflicts within the shelter population through mediation techniques, improving overall client satisfaction rates.
- Contributed to the ongoing development and improvement of intake procedures, ensuring a consistent and efficient experience for all clients.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Facilitated communication between clients and other service providers.
- Developed and maintained accurate records of programs and services.
- Provided support to social service clients in navigating available resources.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Contributed to a safe living environment by promptly addressing maintenance issues and reporting any hazards or concerns to management.
- Facilitated group activities for residents, promoting social interaction and fostering a sense of community within the shelter.
- Provided crisis intervention services for distressed clients by listening empathetically and offering appropriate resources or referrals.
- Collaborated with case managers to develop comprehensive care plans tailored to individual resident needs, including housing placement assistance and job training programs.
Shift Supervisor
Acacia Network
10.2021 - 02.2023
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
- Improved client intake process by streamlining paperwork and enhancing communication between departments.
- Enhanced client satisfaction by offering compassionate support and addressing individual needs during the intake process.
- Collaborated with case managers to develop tailored service plans for each client, promoting self-sufficiency and long-term success.
- Managed high-pressure situations with sensitivity and professionalism, providing crisis intervention when necessary.
- Maintained accurate record-keeping procedures, allowing for streamlined reporting and grant application processes.
- Provided support to social service clients in navigating available resources.
Shift Supervisor
Women In Need
08.2019 - 08.2021
- Works closely with the Director of Operations, Director of Social Services, and Program Director to provide quality services to clients in compliance with all policies, procedures and regulations
- Assists in monitoring the facility and maintaining a safe, clean, and welcoming environment for clients
- Communicates pertinent information with other Shift Supervisors, Director of Operations, Director of Social Services, and Program Director
- Provides appropriate counseling in crisis situations in the absence of social services staff in order to facilitate continuity of services for clients
- Supervises security guards
- Completes Incident reporting in DHS CARES system.
Shift Supervisor
HELP USA
04.2015 - 08.2019
- Works closely with the Director of Operations, Director of Social Services, and Program Director to provide quality services to clients in compliance with all policies, procedures and regulations
- Assists in monitoring the facility and maintaining a safe, clean, and welcoming environment for clients
- Communicates pertinent information with other Shift Supervisors, Director of Operations, Director of Social Services, and Program Director
- Provides appropriate counseling in crisis situations in the absence of social services staff in order to facilitate continuity of services for clients
- Supervises security guards
- Completes required reports and documentation.
Education
BBA - Human Services
Monroe College
The Bronx, NY12.2026
GED -
Clara Barton High School
Brooklyn, NY07.2015
Skills
- Shift Supervisor
- Leadership Training
- Strategic Planning
- Risk Mitigation
- Operations Oversight
- Time Management
- Risk Assessment
- Crisis Intervention
Certification
- Non Violent Crisis Intervention Instructor - Present
- Certificate of Fitness F-80, 12-2013- 11/2025
- Naloxone Trainer, Present/
- OSHA 10, Present
Languages
Spanish
Native or Bilingual
Timeline
Director of Operations
Acacia Network
02.2023 - Current
Shift Supervisor
Acacia Network
10.2021 - 02.2023
Shift Supervisor
Women In Need
08.2019 - 08.2021
Shift Supervisor
HELP USA
04.2015 - 08.2019
BBA - Human Services
Monroe College
GED -
Clara Barton High School
Similar Profiles
CHRISTOPHER VILLANUEVACHRISTOPHER VILLANUEVA
Housekeeper at Acacia NetworkHousekeeper at Acacia Network
Inderia KingwoodInderia Kingwood
Administrative Assistant at Acacia NetworkAdministrative Assistant at Acacia Network
Marcus MurphyMarcus Murphy
After School Teacher at Acacia NetworkAfter School Teacher at Acacia Network