Program Manager/House Manager at Unity Cares Group Home (2023-05 – Present)
- Oversee daily operations of a DBHDS-regulated residential group home serving individuals with intellectual and developmental disabilities.
- Ensure compliance with DBHDS licensing standards, Risk Management, Quality Improvement, and Serious Incident reporting requirements.
- Supervise, train, and coach Direct Support Professionals; address performance concerns and ensure consistent staffing coverage.
- Monitor health and safety risks including seizures, falls, elopement, and behavioral concerns; implement corrective actions and enhanced supervision.
- Coordinate medical care, medication administration, and interdisciplinary team communication.
- Review documentation for accuracy and compliance, including MARs, incident reports, and shift notes.
- Complete and maintain documentation in WAMS and submit CRIS reports for serious incidents and required group home reporting.
- Submit and manage 1:1 staffing applications and other state-required supports.
- Serve as the primary liaison with families, case managers, and service providers.
Control Room Operator at Aecom/VDOT (2022-04 – 2024-01)
- Utilization of various Intelligent Transportation Systems (ITS) equipment, such as Closed Circuit Television (CCTV), Changeable Message Signs (CMS), and Highway Advisory Radio (HAR) system.
- Real-time assessment of all incoming traffic data and prioritization of content and traffic reporting needs.
- Dispatch of maintenance and SSP personnel.
- Multi-agency and public communications via various channels.
- Verification and monitor of unplanned incidents, construction, special events and any other issue impacting traffic flow and/or motorist safety.
- Completion of operational checklists as applicable.
- Review and posting traveler information via CMS and/or media outlets.
- Adherence to training protocols and maintain up-to-date certifications.
- Provide real-time status of on-going control room activities.
- Maintain work orders for ITS equipment and log status updates.
- Attend training and staffing meetings as requested.
- Other ad-hoc initiatives as assigned by the Project Management Team.
- Works under direct supervision performing routine and repetitive duties.
- On-the-job training is received in an area of technical specialty.
- Monitoring the roadways, including detecting, confirming, updating, and responding to scheduled and unscheduled traffic events and congestion with ITS devices such as closed circuit TV, detectors, etc.
- Act like an emergency dispatcher within a call center environment dispatching Road Rangers via a two-way radio system to assist motorists, respond to events and other activities that require timely and efficient responses.
- Other duties assigned
Residential Instructor at Grafton Integrated Health Network (2017-06 – 2022-05)
- Provide planned, structured instruction and support to build skills in the following domains: self-care, household, leisure/recreation, community participation (in most regions), communication, physical abilities, and social-emotional.
- In residences, maintain the household and, in community residences, cook meals.
- Provide on-going assessment of skills (data collection and analysis) and modify teaching techniques to improve achievement of client's goals.
- Ensures medications are delivered accurately and on time.
- Provides for the well-being and safety of the client.
- Follows infection control procedures.
- Understands and participates in the individual planning process.
- Uses the individual plan to become informed about the client's strengths, needs, preferences, interests, and accommodations needed.
- Implements and promotes clients' achievement of educational and skill development goals.
- Implements the treatment/behavior plan.
- Builds trusting, respectful relationships with clients.
- Focus is on client progress – improving opportunity and quality of life.
- Manages behavioral crisis safely.
- Completes standard documentation.
- Collaborates with multi-disciplinary team to provide continuity of support and care.
- Ensures safe residence and school environment.
- Assists with household chores and assures a clean and tidy home.
- Assists with nutrition and, in group homes, with meal preparation.
- Provides transportation/community mobility.
- Assists with purchases and is accountable for monies.
- Demonstrates knowledge of organization.
- Demonstrates core values through personal behavior – integrity and accountability.
- Communicates appropriately with stakeholders – other employees, supervisors and managers.
Forensic Mental Health Technician at Central State Hospital (2014-07 – 2017-07)
- Help admit and discharge patients, maintain close contact with them, and monitor vital signs such as heart rate and blood pressure.
- Observe patient behaviors, record their conditions and lead them in therapeutic and recreational activities.
- Consult with doctors and other mental health professionals, often as part of a team that includes social workers and therapists.
- If patients become physically violent, mental health technicians may restrain them.
- Help with daily living, such as eating, dressing and bathing.
Direct Support Professional at Southside VA Training Center (2011-11 – 2014-01)
- Promote consumer choice in all aspects of residential treatment.
- Provide supportive counseling.
- Assist consumer in maintaining housing.
- Assist consumer in development of Program Specific Treatment Plan (PSTP).
- Provide flexible levels of support to consumer.
- Assist consumer in development of community living skills.
- Assist consumer in development of natural support networks.
- Maintain ongoing communication with other treatment providers and other program staff.
- Perform record keeping.
- Other duties as assigned.
Customer Service Representative at GENERAL DYNAMICS (2009-10 – 2011-11)
The CSR 1 Customer Service Representative I (CSR) is responsible for delivering general Medicare information to callers. The CSRs use basic office equipment and technology such as telephones, email, and web browsers to perform their duties. The processes that the CSRs must follow are well defined and documented in standard operating procedures and scripts. Prescribed scripts must be read verbatim to the caller. Neither subject matter knowledge nor independent decision making is required by this position. Topic knowledge is limited to general Medicare eligibility including knowledge regarding Medicare Advantage, Medigap and service covered under Medicare Part A and B.
The Customer Service
Representative I reports directly to the Customer Service Supervisor. This is an entry level position responsible for disseminating general Medicare information. Disenrollment, social security mailings and a general Medicare background will be the focus with callers.
The Customer Service
Representative I follows scripting to determine when to transfer the caller to a Customer Service Representative II.
