Joanny CastilloMejia

Supervise and support a team of case managers, providing ongoing guidance, coaching, and performance feedback to ensure high-quality service delivery Conduct regular one-on-one supervision meetings to review staff progress, address concerns, and provide professional development support Review, audit, and approve case manager documentation, including intake assessments, case notes, and service plans, to ensure compliance with DHS and agency standards

Case Manager Supervisor & Training Lead - HELP USA - Randall's Island, New York

(2024-04)

• Supervise and support a team of case managers, providing ongoing guidance, coaching, and performance feedback to ensure high-quality service delivery
• Conduct regular one-on-one supervision meetings to review staff progress, address concerns, and provide professional development support
• Review, audit, and approve case manager documentation, including intake assessments, case notes, and service plans, to ensure compliance with DHS and agency standards
• Perform routine chart audits to ensure accuracy, completeness, and timeliness of client records in accordance with regulatory requirements
• Review and sign off on Individualized Living Plans (ILPs), appointment notices, and all corresponding case documentation
• Train and onboard new case managers, including instruction on DHS policies, documentation standards, case management systems, and best practices
• Develop and facilitate ongoing staff trainings to improve service delivery, documentation quality, and compliance
• Ensure staff adherence to shelter policies, procedures, and ethical standards while maintaining a client-centered approach
• Monitor caseload distribution and workflow to ensure equitable assignments and effective service coverage
• Provide crisis intervention support and guidance to staff in managing complex client situations, including mental health and substance use challenges
• Collaborate with program leadership and multidisciplinary teams to improve program operations and client outcomes
• Track staff performance metrics and implement corrective action plans when necessary to improve compliance and effectiveness
• Maintain up-to-date knowledge of DHS regulations, housing resources, and public benefit programs to support staff and clients effectively

Case Manager - HELP USA - Randall's Island, New York

(2023-03 - 2024-04)

• Conduct comprehensive intake assessments to evaluate clients' needs, including housing, employment, mental health, and substance use
• Develop and implement individualized service plans (ISPs) in collaboration with clients, setting measurable goals toward self-sufficiency
• Coordinate referrals to community resources such as job training programs, healthcare services, mental health counseling, and substance abuse treatment
• Monitor client progress and maintain accurate, timely case notes in compliance with DHS and agency standards
• Ensure compliance with shelter rules while promoting a safe, respectful environment for all residents
• Collaborate with multidisciplinary teams, including social workers, housing specialists, and security staff
• Maintain knowledge of DHS policies, housing programs (e.g., vouchers, supportive housing), and public benefits
• Assist clients with obtaining identification, benefits (e.g., SNAP, Medicaid), and other essential documents

Lead Pharmacy Technician - Walgreens - New York, NY

(2019-06 - 2023-01)

• Led daily workflow and delegated tasks in a high-volume pharmacy to ensure accurate, timely prescription processing
• Trained and mentored new technicians on procedures, systems, and customer service standards
• Served as key liaison between technicians and pharmacists to prioritize work and resolve issues
• Handled complex insurance claims, prior authorizations, and patient billing questions
• Monitored inventory and supported controlled substance management in line with regulations
• Ensured compliance with HIPAA and Walgreens policies, modeling high-quality patient care

Master of Science - Project Management - Metropolitan College of New York (2024)

Bachelor of Business Administration - Metropolitan College of New York (2023)