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Click here or scroll down to respond to this candidateRESUMECandidate's Name
Street Address
PHONE NUMBER AVAILABLE cellEMAIL AVAILABLEAn accomplished 30+ years state government social services professional who is skilled in providing effectual training and education, facilitation of teams, change management strategies and coordination, public speaking, and efficiency building strategies for maximizing productivity, and customer service.CAREER ACHIEVEMENTS-Participated in leading the State of Florida in developing policies and procedures surrounding the implementation of the Affordable Care Act. Activities for this initiative included developing and providing training to staff around the state, assisting with the timely rewriting of the program policy manual and participating in rule development, to reflect the new provisions of ACA, and acting as a virtual call center representative for initial operation and implementation readiness activities. System integration occurred in record time.-Evaluated and provided assessment of private vendor computer-based training modules proposed for training of staff statewide.-Effectively diffused, responded to and resolved inquiries from irate customers regarding discrepancies in their public assistance benefits and tracked methods of correspondence and action/resolution in automated system in the Customer Information Support Services unit (CISS).-Provided leadership and guidance to statewide Benefit Recovery staff in enforcing the Treasury Offset Programs (TOP) policies and procedures. Successfully implemented new efficiencies in handling the flow of general correspondence and financial documentation from antiquated hardcopy hand delivery to electronic delivery in Adobe pdf.-Garnered renewed statewide commitment in standardizing Tax Offset Program (TOP) procedures, policies and regulations which required retraining and re-education of some statewide field staff.-Developed strong and viable working relationships across county and state lines with other internal program staff as well as other TOP commissioners in other states.-Facilitated the statewide Nesting/Transition Unit workgroup in the standardization of training and business processes and tools, ensuring that new case processors around the state are all working off of the same operational objectives to successfully complete probationary status, achieve efficiencies and leverage capacity to keep pace with rising caseloads.-Developed Assignment Tracking and Routing Request Form, which enables management staff to provide detailed instructions to administrative/clerical staff on how they want their assignments executed and documents handled; i.e., copied, posted, converted to PDF, etc.-Created standardized forms for various office tasks to increase efficiency and standardization.-Authored Quick Reference Specifics User manual for use in training of support staff, in converting Microsoft Word and other types of documents to Adobe Acrobat for web masters to post on the department's inter/ intranet and providing other training as needed.-Reviewed and provided feedback on the successful development and implementation of a statewide asset verification system (AVS) and helped develop policy and procedures designed to detect undisclosed assets of individuals applying for public assistance. The solution has resulted in $60 million in organizational savings year-to-date.PROFESSIONAL EXPERIENCEOperations Analyst II (Promotion) - Bureau of External Services and Quality Assurance - Division of LicensingFlorida Department of Agriculture and Consumer Service August 4, 2023 - PresentFlorida Department of Agriculture (FDACS) 3800 Drayton Rd., Tallahassee, Florida 32399-0800Salary: $42,708.12 - present; 40 hours per week.Current duties include auditing gun license applications for accuracy and adherence to Chapter 790, Florida Statutes. The Quality Assurance Unit will conduct the routine assessments described below.1. BLI 790 Processing Issuance Assessment Using a report provided by the divisions IT Section, the Quality Assurance Unit shall review 5% of the application files resulting in new licenses issued by each operator ID assigned to an employee in the 790 Processing Section during the immediately preceding month.2. 790 Processing Denial Assessment Using a report provided by the divisions IT Section, the Quality Assurance Unit shall review 5% of the application files resulting in new licenses denied by each operator ID assigned to an employee in the 790 Processing Section during the immediately preceding month. Florida Department of Agriculture and Consumer Services Division of Licensing POLICY AND PROCEDURE Division Policy 1.12 Quality Assurance Page 3 of 53. BLI 790 Verification Issuance Assessment Using a report provided by the divisions IT Section, the Quality Assurance Unit shall review 5% of the application files resulting in new licenses issued by each operator ID assigned to an employee in the 790 Verification Section during the immediately preceding month.4. BLI 790 Verification Denial Assessment Using a report provided by the divisions IT Section, the Quality Assurance Unit shall review 5% of the application files resulting in new licenses denied by each operator ID assigned to an employee in the 790 Verification Section during the immediately preceding month.The Quality Assurance office receives several different types of assessment reports per month. The ones I am currently trained to conduct are: 790 Processing (my portion of this assessment generally contains over 400+ entries of license applications that have been processed and now must be audited for accuracy, completeness, and appropriate document submission contingent on what the applicant provides on their application, i.e., US. Passport, or Permanent Resident Card (if applicant was NOT born in the U.S., applicant must provide copies of documentation that show proof of legal residency in the United States), training documentation that certifies the applicant has completed Concealed Carry Weapon training (in person) by an NRA certified instructor, fingerprint card and the accompanying fees for new license application and fingerprinting fee; 790 Processing Renewals is another type of assessment that audits renewal applications for appropriate fee collection and tracks which office/region license was renewed. Our 790 Processing Denials assessment audits applications which have been denied and to determine if the processor denied the application correctly according to the divisions standard operation procedure.In all assessment audits, whenever there are questionable measures taken or missing documentation, I will mark the discrepancy as an (For Recommended Review (FRR)) so that possible errors can be further reviewed by the supervision for the employee/processor assigned to that application.Regulatory Consultant - Bureau of Mediation and Enforcement (Promotion) April 22, 2022 August 3, 2023Florida Department of Agriculture (FDACS) 2005 Apalachee Parkway Terry Rhodes Bldg., Tallahassee, Florida 32399-0800Salary: $34.320.00 - 37,783.38 present; 40 hours per weekSupervisor: Alfonso Wilkerson (850) 410-3693 - Regulatory Program AdministratorAnalyzes and scans incoming documents into the Division of Consumer Services (DOCS) or another department database.Verifies scanned documents to ensure correct database placement, completeness of information and readability.Accurately inputs public record information into the DOCS or other department database according to established guidelines.Reviews documents to determine appropriate action, including:-analysis of registration or filing documents received;-communicating deficiencies to businesses;-determining if the issuing of a permit, registration or license is required;-referrals to other personnel, sections, or government agencies;-analyzing and processing complaints or other evidence to identify regulatory violations;-sending appropriate letters to businesses and consumers along with any necessary follow-up to achieve desired results.-Communicates in writing and by phone with businesses, consumers, other governmental agencies, and claimants to provide services as required and follows up as necessary. Documents all communications in DOCS or other department database.-Creates reports, letters, memoranda, proposals, final order affidavits and other official documents necessary to complete assigned tasks.-Consults with appropriate bureau or division personnel to determine whether to recommend legal and/or administrative action based upon properly documented evidence. Provides recommendations for the settlement of administrative violations.-Drafts Administrative Complaints, demand letters, Final Orders (including bond claims) and Settlement Agreements for review and signature by management and/or aids other division personnel in the performance of these duties.-Assists Office of General Counsel staff in preparation of civil litigation and provides testimony as required.-Assists management in conducting necessary research and/or providing regulatory statistics as requested. May also assist management by monitoring and reviewing internal processes to detect areas that may need improvement. May analyze other program processes, including federal, state, local and private entities to identify areas for improvement of division processes.-Provides information to consumers, businesses and claimants on their rights and responsibilities and provides information on the duties and regulatory responsibilities and functions of the Division of Consumer Services.-This position is required to assist other sections within the Division of Consumer Services and performs related work and other tasks as required by division management.Regulatory Specialist III Bureau of Mediation and Enforcement January 7, 2022 April 21, 2022Florida Department of Agriculture (FDACS) 2005 Apalachee Parkway Terry Rhodes Bldg., Tallahassee, Florida 32399-0800Salary: $31,200.00 $34,320.00 present; 40 hours per weekSupervisor: Alfonso Wilkerson (850) 410-3693 - Regulatory Program AdministratorReviews incoming consumer complaints that have been assigned to my automated case manager database. Conduct informal mediation between the consumer and business or individual for whom complaint has been lodged to open lines of communication between the parties involved for the purpose of reaching a mutually agreeable resolution for the issues addressed in the consumer complaint. Reviews documents to determine appropriate action, including:-referrals to other personnel, sections, or government agencies;-analyzing and processing complaints or other evidence to identify regulatory violations;-sending appropriate letters to businesses and consumers along with any necessary follow-up to achieve desired results.-Communicates in writing and by phone with businesses, consumers, other governmental agencies, and claimants to provide services as required and follows up as necessary. Documents all communications in DOCS or other department database.-Creates reports, letters, memoranda, proposals, bond claim affidavits and other official documents necessary to complete assigned tasks.-Works with businesses and consumers to informally mediate disputes within programs regulated by the Division of Consumer Services or non-regulated programs by letter, email, fax and phone. Updates database with all documents and communications pursuant to the mediation and closes case by entering appropriate status based on the informal mediation results.-Refers complaints with regulatory violations for potential administrative action (including bond claims) based upon the analyses of properly documented records.-May assist department's legal staff in preparation of court cases, including court appearances to provide testimony, if/when necessary.-Assists management in conducting necessary research and/or providing regulatory statistics, as requested. May also assist management by monitoring and reviewing complaint handling processes to detect areas that may need improvement.-Provides division personnel with relevant information and materials to assist in the preparation of administrative complaints, court actions, and other reports or correspondence necessary for resolution of registration issues, mediation and/or enforcement.-Provides information to consumers, businesses and claimants on their rights and responsibilities, and provides information on the duties and regulatory responsibilities and functions of the Division of Consumer Services.Commercial Driver License (CDL) Customer Service Call Center
Florida Department of Highway Safety and Motor Vehicles November 8, 2021 January 6, 2022Neil Kirkman Bldg., 2900 Apalachee Pkwy, Tallahassee, FL 32399Salary: $31,200.00 $; 40 hours per week (Hired in this position as a retiree returning to state government)Supervisor: Tod Browning - Program AdministratorServed as one of the call centers Commercial Driver License (CDL) Customer Service Representatives. Received calls from commercial truck drivers who needed assistance updating the class designation and restrictions on their driver license, as well record the scores of their CDL driving test. Speak with statewide CDL customer service representatives whenever receiving or requesting information on CDL drivers moving from one state to another. Periodically check medical requirement to determine if driver was clear for intrastate or interstate travel.Operations Review Specialist, Office of Economic Self-Sufficiency (ESS) July 2018 November 2019 (Retired)Florida Department of Children and Families 1317 Winewood Blvd., Bldg.3- Rm.443, Tallahassee, FL. 32399-0700Salary: $50,979.24 present; 40 hours per week (weekends and after hours as requested by management for special projects)Supervisor: Jamie Franz (850) 321-8308 (now working as Deputy Director of Grassroots Operations at Americans for Prosperity)Promoted to the position of Operations Review Specialist in the Organizational Change Management and Communication Unit-Stay abreast of upcoming changes resulting from policy, systems, agency partners, legislation, etc., by attending planning meetings, and maintaining awareness of federal and state laws governing public assistance programs.-Draft communication materials such as the Spotlight to provide high level overview of upcoming changes and their impacts on staff and operations as well as the reasons for the changes. These communication briefings were apart of the change management initiatives to keep staff informed, engaged and included in the organizational mission, vision, initiatives and achievements.-Act as the Headquarters Community Partner Liaison Coordinator and point-of-contact to advise Community Partner Liaisons of new policies or system changes that may impact how their partner sites interact with our customers receiving Department services.-Facilitate monthly statewide Community Partner Liaison conference calls to hear reports on Community Partner outreach activities around the state and in the local community.-Record and transcribe the minutes to both the monthly Community Partner Liaison and Organizational Change Management and Communication conference calls.-Collaborate with the Departments Webmaster to establish and maintain ESS program websites and to ensure posting of new materials.-Create messages and materials to effectively communicate with staff, recipients and applicants of public assistance programs.-Coordinate and provide programmatic assistance, communications, clarification, and training to Community Partner Liaisons.-Manage language translation requests from other internal staff and evaluate vendor contract requests bids from other vendors annually.-Utilize LinkedIn Learning online courses to self-learn and stay abreast of new skillsets, technologies that might enhance current job duties and compliment personal and professional development goals.-Participate in staff development through employee engagement workgroups, mentorship opportunities, and succession planning initiatives.-Help organize and implement Headquarters Annual ESS Emerging Leaders Program by obtaining speakers, contracting with facilities, scheduling, maintaining application materials, holding interest meetings and facilitating selection committee.-Assist with the creation and design of Annual Leadership Academy Program course selections and activities.Government Operations Consultant II, Office of Economic Self Sufficiency (ESS) October 2013July 2018 (Promotion)Florida Department of Children and Families 1317 Winewood Blvd., Bldg.3- Rm.468, Tallahassee, FL. 32399-0700Salary: - $45,344.78 - $46,344.78; 40 hours per week (weekends and after hours on special projects)Supervisor: Voletta Bogan (813) 352-6833; may be contacted-Provide technical assistance in support of program operations to other employees in accomplishing assigned responsibilities; this was done by showing other clerical support how to convert MS Word documents to PDF documents for more secure filing and posting, or how to prepare PowerPoint presentations and insert files from other locations into the PowerPoint, or providing instructions on how to turn text into columns/tables, etc..-Provide training and education to Economic Self Sufficiency Services Program field and headquarters staff responsible for eligibility determination of the Supplemental Nutrition Assistance Program, Temporary Assistance for Needy Families (TANF) and Medicaid by drafting PowerPoint or Vyond training presentations for final review by supervisor and training requestors, draft presentations are generally saved on share drives so that all persons/stakeholders impacted by the training can offer feedback/suggestions on the training presentation being prepared;-Develop custom training presentation packages on new initiatives and policy changes and orally provide guidance, assistance, or training to external agencies or organizations, internal headquarters staff, and our Community Partner Liaisons, via webinars, onsite instructor-led trainings or computer-based-trainings.-Identify training and skill development needs through the analysis of error trends, organizational performance reviews and consultation with operational and program office management. This includes the development of new training curriculum as required to effectually train staff on new policy, procedural or system changes.-Assist with the transition from old or non-effective training strategies to more up-to-date, varied forms of communication in training approaches; moving from the traditional classroom facilitation methods into a blended learning approach using computer-based training modules and interactive learning simulations.-Planned, coordinated and conducted statewide Train the Trainer sessions with regional training managers.-Assisted policy development unit in interpreting policy and procedures.-Assisted Program Administrator in providing leadership and direction to regional training managers and staff to ensure a standardized training program and protocol for all eligibility staff.-Designed and reviewed training curriculum utilizing a blended learning approach to include the development of computer-based training modules and interactive learning simulations.-Worked in collaboration with the policy unit to develop memorandums to instruct staff on recent policy, procedural or system changes.-Assists with the development of statewide standards and ongoing review of the public assistance service delivery model to ensure uniform, quality service delivery.Senior Human Services Program Specialist, Office of Economic Self Sufficiency October 2010 October 2013 (Promotion)Florida Department of Children and Families 1317 Winewood Blvd., Bldg.3, Tallahassee, FL. 32399-0700Salary: $40,222.52 - $45,344.78; 40 hours/week (weekends and after hours on special projects)Supervisor: Jena Grignon (850) 701-6151; may be contacted-Collaborated with Policy unit on analyzing State and Federal policies, policy planning, research, development and training activities for public assistance programs administered by the state. Interpreted regulations and policies governing a Federal Nutrition Assistance Program or related public assistance program.-Provide training and education to Economic Self Sufficiency Services Program field and headquarters staff responsible for eligibility determination of the Supplemental Nutrition Assistance Program, Temporary Assistance for Needy Families (TANF) and Medicaid.-Assisted with policy manual rewrite to accommodate Affordable Care Act provisions and rule language modifications; instrumental in the coordination of Statewide Standardized Training by facilitating the Nesting workgroup made up of statewide staff; work on special projects as assigned.-Provided customer support responding to client inquiries regarding public assistance benefits via email or phone, and retrieving customer case file data by accessing multiple databases, i.e., FLORIDA system, FMMIS, AMS, Document Imaging, Social Security Database, EBT (J.P. Morgan), CCIS, etc.-Participated in evaluation reviews of program operations by submitting statement of observations in unit processes and increase/decrease in customer satisfaction.-Drafted recommendations for changes to organizational programs that bring the programs into compliance or improve effectiveness and efficiency.-Served as the state of Floridas Tax Offset Program (TOP) Coordinator and liaison between United States Department of Agriculture Food and Nutrition Services (USDA-FNS), United States Department of Treasury and the Florida Department of Children and Families (DCF). Rendered final decisions on federal offset refund request applications; analyzed and performed data reconciliation between FNS client offset database and the Information Benefit Recovery System (IBRS) database; provided frequent guidance to statewide field staff on new policies and procedures, drafted clarification and/or information transmittals to facilitate statewide uniformity in client service delivery and collections, enforced the collection of public assistance overpayments via interception of lottery winnings or federal payments; responded to client inquiries via email or by phone, and provided information on federal and state regulations and opportunities to establish repayment agreements or to request an appeal hearing if customer believed overpayment determination was in error; traveled to federal conferences as required; complied with corrective action plan recommendations by creating training, or revising operational procedures to meet or exceed compliance to satisfy federal audit; provided operational guidance as needed to local and field staff; conducted review and analysis of weekly reversal report and then assigned to district field staff for posting; interfaced with accounting staff on special handling of refunds, Department of Corrections collections, expungements and retained by state entriesAdministrative Assistant II (SES) (non-supervisory) October 2005October 2010 (Office Reorganization)Administrative Assistant II SUPERVISOR (SES) November 2003October 2005 (Promotion position created for me)Florida Department of Children and Families 1317 Winewood Blvd., Tallahassee, FL. 32399-0700Salary: $32,600 - $36,571; 40 hours/weekSupervisor: 2003-2005 Jeannee Elswick-Morrison (deceased)Supervisor: 2005 2010 Jennifer Lange (850) 597-1472 & Nathan Lewis (850) 717-4221; both may be contacted-Acted as the Administrative Assistant to the Chief of the ACCESS Florida Program Policy Unit and three program administrators over the Supplemental Nutrition Assistance Program, Temporary Assistance for Needy Families Program and Medicaid Programs; prepared travel reimbursements and coordinated travel and conference registration arrangements, drafted responses to incoming assignment inquiries from customers, community advocates, internal field staff and external agencies.-Served as appointed central office/headquarters approver for employees requiring inquiry access into FMMIS (Florida Medicaid Management Information Systems) database.-Provided research and information gathering abilities when necessary, for report preparation.-Recorded meeting minutes and provided briefing of topics and commentary to supervisor.-Monitored automated assignment tracking system for issues assigned to unit, disseminating those assignments to the appropriate staff for completion and determining due dates that allow for timely routing and review by chain of command.-Supervised administrative support pool consisting of 8 administrative support personnel; coordinated leave request to ensure sufficient office coverage; conducting yearly performance appraisals of support unit staff; conducted monthly staff meetings with administrative support pool.-Coordinated workflow requests among support unit and ensuring each member had appropriate skillset and training to complete various assignments.-Designed Assignment Request Form, which aids staff in providing specific instructions on the handling and processing of their particular assignment/s.-Developed standardized forms for various office tasks to increase efficiency and standardization.-Created Quick Reference Specifics User manual for use in training of support staff, in converting Microsoft Word and other types of documents to Adobe Acrobat for web masters to post on the department's inter/ intranet and provided other training as needed.-Managed IMAGE API, Inc.s, document-scanning contract for document imaging and indexing of Emergency Food Stamp Applications received in the Hurricane Katrina disaster.Administrative Secretary/Conference Coordinator (dual employment) November 1998November 2003Florida Department of Children and Families 1317 Winewood Blvd., Bldg.3, Tallahassee, FL. 32399-0700Salary: $22,000 - $26,832, 40 hours/weekSupervisor: Diane Spencer (retired) (850) 321-2328; may be contacted-Appointed as ACCESS Floridas office representative on the Department of Children & Families Employee Committee, as rotating chair or Financial Officer on the committees board.-Assisted with the coordination of Department projects and programs assigned to the Employee committee and acted as event theme coordinator, poet laureate, and/or actress in departments multicultural council celebrations and events.-Prepared/typed all correspondence and compiled agenda items and designed PowerPoint graphics for statewide program management conference agenda, as well as coordinated and negotiated statewide conference and hotel arrangements, seating arrangements, registration and reservations;EDP Quality Control Scheduling Specialist (midnight shift dual employment) June 1998 March 1999 Department of Banking & Finance-Information Systems-Fletcher Bldg., East Gaines Street, Tallahassee, FL. 32301Salary: $21,960.00; 40 hours/weekSupervisor: Tony Murray (no longer with agency)-Monitor nightly batch jobs in SYSD, SDSF, IOF, NAS5, and CA-7 software environment, modify JCL language when necessary to restart job from Onetime; check ARS, PCA, Lotus Notes and log for any assignments or requests from users. This was a data processing/production control environment.Senior Workers Compensation Examiner (dual employment) August 1997 July 1998Administrative Assistant I (dual employment) August 1995 August 1997Department Of Labor and Employment Security-Division of Workers Compensation-Monitoring and Audit Bureau2562 Executive Center Circle, Suite 100 Montgomery Building Tallahassee, FloridaSalary: $21,000 - $24,000, 40 hours/weekSupervisor: Michael Moore (no longer with this agency)-Sr. Workers Compensation Examiner - Reviewed workers compensation benefits by case for validity of eligibility, mathematical corrections in determining the amount of benefits and preciseness of determination, review notice of action/change report (dwc-4s) for accuracy, compliance with workers compensation laws, regulations, policies and procedures; contact insurance carriers or servicing agents to resolve discrepancies in compensation amounts.-Administrative Assistant I - Served as one of the education and training coordinators for the bureau chief and staff; provided assistance to approximately 76 staff not including 11+ ops personnel; prepared all hiring/termination/recommendation packages for the review and signature of the bureau chief before submitting to personnel office for processing; prepared and processed all pay, promotion, leave and attendance, performance appraisals, etc..; compiled EE05 report for electronic submission to the Office of Civil Rights.Computer Operator I (midnight shift) (dual employment) August 1994 June 1998Florida Department of Children and Families Information Systems, 1940 N. Monroe Street, Tallahassee, FL. 32399Salary: $19,000 21,000, 40 hours/weekSupervisor: George Bell (retired) unavailable-Operated print room machinery to include IBM 3800 page printer, IBM 3900, Docutech, Xerox copiers, insuring quality output of printed batch jobs for processing; record and report incidents of machinery malfunction and error readings on specific program tapes.-Monitored of IBM and Unisys mainframe systems in command center in data processing/production control environment; insuring batch jobs ran successfully and in the event of a job abend, to consult with computer programmer assigned to specific job for repair/JCL modification instructions.EDUCATION, SPECIALIZED TRAINING AND CERTIFICATIONS |
