• Supported all hiring phases for Health Coverage and Tax Help community programs.• Coordinated calendars, screened resumes, scheduled and led interviews, organized new employee onboarding events, and updated HR databases.• Managed online and in-person training sessions, including certification test support.• Communicated effectively with candidates and previous employers through phone, text, and email.• Utilized various technologies, including Paycom, HRIS, Google Workspace, and Microsoft Office.

• Oversaw virtual community tax program participation via ticketing system.• Conducted eligibility assessments through document review and intake interviews, adhering to IRS VITA tax site regulations.• Assisted volunteer tax preparers; resolved document discrepancies. • Completed final reviews of tax returns, managing client reactions professionally.• Responded promptly to client inquiries via phone, email, and text messaging.• Provided technical support for communication hubs and scheduling systems.

• Assisted Austin-Area Healthcare.gov consumers with insurance applications and plan selections during Open Enrollment.• Advocated for clients by troubleshooting account issues with federal Marketplace staff and healthcare providers.• Explained insurance terms and highlighted plan differences based on individual consumer needs.• Utilized language interpretation assistance for non-English speakers.

• Responded to community assistance requests and legislative inquiries via phone and email.• Collaborated with legislative counterparts, local government officials, law enforcement, and community service organizations. • Documented all constituent contact in a CRM database.

• Facilitated sit-down meetings and letter exchanges between victims of violent crime and incarcerated offenders.• Used behavioral interviewing techniques to manage trauma responses and mental health triggers.• Negotiated high-stakes meeting logistics with prison personnel while maintaining confidentiality.• Coordinated preparation meetings, final dialogues, and statewide travel arrangements.

• Trained and supervised grant-funded hotline call center, focusing on trauma response and technical systems.• Managed assignment workflows to meet program needs and address staff learning curves.• Ensured compliance with statutorily mandated rights through CRM documentation audits.• Used process mapping to revise standard operating procedures (SOPs).• Conducted new hire interviews, disciplinary counseling, and personnel record maintenance.

• Assisted crime victims in understanding their statutory rights within the criminal justice system• Responded to statewide crisis hotline calls and handled all Division email inquiries.• Reviewed, analyzed, and troubleshot automated notification system, identifying discrepancies, database glitches, and usability issues.• Ensured consistent messaging for script revisions; met deadlines for user acceptance testing (UAT).• Processed confidential parole protest material and Victim Impact Statements (VIS) for offender files and pending parole reviews.

• Provided on-call crime scene response to assist victims with immediate access to resources.• Explained next-step procedural information while managing trauma response.• Submitted supplemental offense reports detailing services provided and crime scene interactions.

• Processed all visitors per clearance and high security procedures.• Answered phones and managed constituent contact for 40+ staff.• Proofread appellate briefs for the Fifth Circuit Court of Appeals.• Maintained internal court calendars and duty attorney schedule.

• Completed all intake assessments for prospective clients.• Explained family law processes, attorney expertise, and provided referrals for associated hardships.• Responsible for collection on accounts for services rendered.• Administrator for office equipment and technical issues.• Coordinated tenant move-in process for subleasing attorneys.