Florence Alice Kwizera

Compassionate and culturally responsive human-services professional with 8+ years of experience supporting diverse and vulnerable populations through government, healthcare, community, and faith-based settings. Experienced in case-management support, resource coordination, crisis response, de-escalation, behavioral health coordination, confidential documentation, and collaboration with community partners.

Experience supporting individuals affected by homelessness, disability, trauma, exploitation, and other significant barriers to stability and employment. Trained in trauma-informed interpretation and committed to survivor-centered, respectful, and culturally responsive services.

Administrative Assistant - STATE OF MICHIGAN – Labor and Economic Opportunity - Grand Rapids, MI

(2018-07)

• Provide case-management and administrative support for vocational rehabilitation programs serving individuals with disabilities and significant barriers to employment and independence.
• Coordinate services and communicate with clients, counselors, employers, vendors, transportation providers, and community partners to address individual needs and support successful outcomes.
• Work with diverse and vulnerable populations, including individuals experiencing homelessness, behavioral health or personal crises, and individuals returning to the community after incarceration.
• Apply de-escalation training, active listening, empathy, and sound judgment when assisting individuals experiencing stressful or challenging situations.
• Process applications, coordinate intakes and appointments, maintain confidential case files, and ensure documentation is accurate, complete, and compliant with program requirements.
• Support youth transition services by coordinating intake, interviews, employment-related services, and meetings for high school students preparing for employment or further education.
• Coordinate transportation and other community services to remove barriers to employment, education, and participation in support programs.
• Collaborate with community organizations and service providers to connect individuals with appropriate resources and services.

Receptionist/Office Assistant - RIVER VALLEY ORTHOPEDIC - Grand Rapids, MI

(2018-01 - 2018-07)

• Supported employee onboarding, background checks, confidential records, scheduling, and administrative coordination.
• Communicated professionally with employees, patients, and leadership while managing multiple priorities.

Customer Service Representative/Scheduler - SPECTRUM HEALTH - Grand Rapids, MI

(2017-04 - 2018-01)

• Managed 90+ daily calls and assisted patients with sensitive concerns, scheduling, and service needs.
• Researched issues, provided appropriate information, and resolved concerns using empathy and sound judgment.

Bachelor of Arts - Non-Profit & Public Administration - Grand Valley State University (2016)