Michelle Rodgers

Compassionate and results-driven human services and nonprofit leader with more than a decade of experience in program management, community outreach, disaster relief, client services, strategic partnerships, public assistance programs, and customer service. Proven ability to lead teams, strengthen service-delivery processes, develop community partnerships, coordinate complex initiatives, and connect individuals and families with critical resources. Experienced in balancing direct client needs with program operations, staff development, community engagement, reporting requirements, and organizational priorities.

Recognized for relationship building, problem-solving, crisis response, process improvement, and bringing both structure and compassion to complex situations.

Program Manager - HEARTLAND HOPE MISSION - Omaha, Nebraska

(2017-05)

• Lead programs and initiatives focused on community outreach, disaster relief, client services, strategic partnerships, and resource distribution.
• Support service delivery within an organization serving more than 80,000 individuals annually, connecting individuals and families with food, clothing, hygiene products, diapers, financial assistance, referrals, and other essential resources.
• Build and maintain relationships with nonprofit organizations, businesses, government agencies, churches, schools, and community partners to expand resources and strengthen referral networks.
• Coordinate disaster case management and long-term recovery efforts for households impacted by tornadoes, severe storms, fires, and other emergencies.
• Collaborate with Long-Term Recovery Groups and community organizations to identify unmet needs, coordinate resources, and develop individualized solutions for disaster survivors.
• Provide leadership and operational support to Client Services, including recruitment, interviewing, hiring recommendations, onboarding, training, scheduling, coaching, and staff development.
• Develop and improve internal procedures, workflows, training materials, and service standards to increase operational efficiency, staff consistency, and the overall client experience.
• Coordinate large-scale outreach events, seasonal distributions, donation drives, and community initiatives involving staff, volunteers, donors, businesses, and partner organizations.
• Track program outcomes and prepare data, narratives, and reports for organizational leadership, funders, and community stakeholders.
• Collaborate across departments to identify service gaps, troubleshoot operational challenges, and implement solutions that strengthen program delivery.
• Advocate for individuals and families navigating housing instability, utility concerns, public benefits, disaster recovery, financial hardship, and other complex barriers.

Customer Service Specialist - NEBRASKA TOTAL CARE - Omaha, Nebraska

(2016-11 - 2017-05)

• Assisted healthcare providers with researching and identifying potential claim inaccuracies while maintaining a high standard of professionalism and customer service.
• Documented claim discrepancies and routed concerns to appropriate departments for research and resolution.
• Assisted members and providers with website navigation, account questions, and access to available online resources.
• Managed and thoroughly documented member and provider interactions, including concerns, actions taken, resolutions, and necessary follow-up.
• Identified recurring service issues and escalated concerns when appropriate to support process improvement and customer satisfaction.

Social Services Worker - NEBRASKA DEPARTMENT OF HEALTH AND HUMAN SERVICES (DHHS) - Omaha, Nebraska

(2013-07 - 2016-11)

• Gathered and evaluated financial, household, and demographic information to ensure client cases were accurately and efficiently processed.
• Assessed individual and household circumstances and determined eligibility for public assistance programs, including Medicaid and SNAP.
• Connected clients with appropriate community resources and services based on identified needs and circumstances.
• Explained eligibility requirements, documentation needs, program guidelines, and next steps in a clear and compassionate manner.
• Maintained accurate and confidential documentation of client interactions, eligibility determinations, and case activity within secure databases.
• Managed a high-volume caseload while ensuring required work was completed accurately and within established timelines.
• Utilized critical thinking and problem-solving skills to identify missing information, resolve case discrepancies, and support accurate eligibility determinations.

Bachelor of Arts - Behavioral Science - Bellevue University, Bellevue, Nebraska