Diana Hernandez

Compassionate bilingual social services professional with 8+ years of experience supporting children, adolescents, and families through case management, crisis intervention, child welfare services, and trauma-informed care. Experienced conducting family engagement, coordinating community resources, maintaining accurate documentation, and collaborating with multidisciplinary teams. Master of Science in Social Work (MSSW) with extensive experience serving vulnerable populations and promoting child safety, family stability, and positive outcomes.

Recognized Honor

Society member and recipient of 4th Place in UTRGV's Graduate Field Project Presentation, competing among more than 300 master's-level students.

Customer Service Representative - MAXIMUS - Brownsville, TX

(2025-11)

• Assist client with eligibility, benefits, and program-related services within government-funded programs.
• Maintain accurate documentation while ensuring confidentiality and compliance with state and federal regulations.
• Provide customer-centered support, problem resolution, and resource guidance.
• Navigate CSR systems to update records and support service delivery.

Program Compliance Manager - Southwest Key Programs - Brownsville, TX

(2024-03 - 2025-03)

Case Manager/Mentor - Southwest Key Programs - Brownsville, TX

(2018-01 - 2024-03)

• Provide trauma-informed case management services to unaccompanied children and vulnerable youth.
• Collaborated with families, service providers, attorneys, and community partners to support child well-being and permanency planning.
• Maintained accurate records and documentation while handling sensitive and confidential client information.
• Conducted assessments, service planning, documentation, and follow-up activities.
• Respond to client or client's family inquiries in person and by phone, resolving concerns with discretion and professionalism.
• Assisted children in accessing educational, medical, mental health, and community resources.
• Collaborated closely with supervisors and team members to meet service, retention, and performance goals.
• Adapted quickly to changing priorities while maintaining accuracy and attention to detail.
• Supported crisis intervention efforts and maintained compliance with child welfare regulations and program standards.
• Trained and supported staff regarding program policies, documentation requirements, and quality assurance measures.

Juvenile Supervision Officer - Darrell B. Hester Juvenile Detention Center - San Benito, TX

(2015-11 - 2016-11)

• Supervised youth in a secure residential setting while maintaining safety and behavioral expectations.
• Documented incidents, behavioral observations, and daily activities.
• Collaborated with multidisciplinary teams to support rehabilitation and positive youth development.
• Maintain daily supervision and safety for all clients in the facility.

Substitute Teacher - Brownsville Independent School District - Brownsville, TX

(2015-05 - 2019-08)

• Supported classroom instruction across multiple grade levels.
• Documented incidents, behavioral observations, and daily activities.
• Maintained structured learning environments and positive student engagement.
• Collaborated with school personnel to support student success and classroom management.

Master of Science in Social Work - Social Work - The University of Texas Rio Grande Valley (UTRGV) (2026-05)

Bachelor of Science in Criminal Justice - Criminal Justice - The University of Texas Rio Grande Valley (UTRGV)

Bachelor of Science in Criminal Justice - Criminal Justice - The University of Texas at Brownsville/Texas Southmost College (2013-12)