Andrea Hooker
Workforce Manager for 988
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About
Detail-oriented and reliable professional with a strong background in workforce management, customer support, and program operations within healthcare and crisis service environments. Experienced in remote collaboration, data tracking, scheduling, and administrative support, with a proven ability to manage multiple tasks efficiently in fast-paced settings. Skilled in communication, problem-solving, and maintaining accuracy while supporting both clients and internal teams.
Experience
Professional Experience Summary
Experienced workforce and program operations professional with a strong background in crisis services, healthcare support, and community-based programs. Currently serving as a Workforce Manager, overseeing staffing operations for a high-volume, 24/7 crisis center. Responsible for workforce planning, staff scheduling, and ensuring adequate coverage across multiple shifts while maintaining operational efficiency.
Manages timecard reviews, payroll preparation, and PTO tracking, ensuring accuracy and compliance with organizational policies. Regularly analyzes workforce data, call volume trends, and performance metrics to support decision-making, identify gaps, and improve overall service delivery. Utilizes systems such as Genesys Cloud, Paycom, YesLMS, and Excel to monitor performance, generate reports, and track training completion.
Provides leadership and support to supervisors and frontline staff, assisting with problem-solving, communication, and daily operations. Coordinates and monitors staff training requirements, ensuring compliance with state and federal standards. Conducts audits, reviews documentation, and supports quality assurance initiatives aligned with Lifeline and program guidelines.
Brings additional experience in program management, case coordination, and healthcare support roles, including direct patient care and administrative functions. Known for strong organizational skills, attention to detail, and the ability to manage multiple priorities in fast-paced environments while maintaining professionalism and accuracy.
Education
PMP Management Certification
Bachelor’s in Social Work (BSW)
Rochester Institution of Technology
Rochester, New York, 14623
Associate in Applied Science of Human Services (AAS)
Genesee Community College
Batavia, New York, 14020
