•Supervise and mentor a team of case managers and case aides, providing guidance and support to ensure the delivery of exceptional services to youth and families. Conduct regular performance reviews and facilitate ongoing professional development.• Work with the program director to develop, implement, and refine case management strategies and services. Ensure program activities align with organizational goals and client needs.• Design and deliver training sessions for case management staff on best practices, new policies, and procedural updates to enhance team capabilities and service delivery.• Monitor and evaluate case management practices to ensure compliance with NYAP’s and ORR’s standards, policies, and regulatory requirements.• Prepare and present detailed reports on case management activities, client progress, and team performance. Maintain effective communication channels within the team and with external partners.

• Developed, analyzed, and reviewed policies for the program.• Monitor progress and make necessary adjustments to the case plan to achieve reunification.• Coordinate access to community resources, including educational, medical, and therapeutic services.• Maintain accurate and up-to-date case records, including case notes, assessments, and progress reports.• Ensure compliance with all agency and regulatory documentation requirements.• Served as interim lead case manager.

•Managed a caseload of over 215 ISAP participants analyzing and reviewing packages for completeness, facts, and accuracy, while performing investigative questioning of the participants, guardians, and family members to gather all relevant data.• Developed comprehensive daily reports/logs used by Federal law enforcement to document the whereabouts of missing/non-responsive participants. • Conducted over 250 in-person and virtual interviews demonstrating confident, articulate, and professional verbal communication skills in both English and Spanish. • Conducted initial indoctrination of newly hired employees, fostering a commitment to teamwork in a fast pace and dynamic environment

• Managed a team of eight residential counselors prioritizing and delegating tasks in a fast-paced and ever-evolving work environment. • Provided assistance with administrative duties, reviewing various records, systematically collecting data, and assisting the Program Director by maintaining accurate records of the residents.• Directed shift changes, and reviewed written reports for details, accuracy, and completeness while maintaining a high level of cohesion amongst staff in a dynamic work environment.• Lead/facilitated monthly meetings of residential counselors acting as a liaison between counselors, and various levels of management. • Ensured that all residential staff under supervision worked closely and collaboratively with residents, service providers, families, and others as to implement improvement plans.

• Maintained clinical records and monitored medications for over 45 plus residents. Ensuring timely delivery of medications and safety of residents.• Implemented various strategies to gain compliance of troublesome residents, including de-escalation interviews, investigative questioning, and creative problem solving. • Acted as a first responder to identify and respond to emergency situations resulting due to mental health and physical disabilities.

• Created a pleasant dining experience.• Maintained work reputation by stabilizing customer relationships.• Communicated effectively with customers in need of assistance.

• Updated floor design and distributed new merchandise.• Processed transactions and handled cash for a large volume of customers. • Greeted customers and identified needs efficiently with close attention to detail.

• Updated and maintained alumni records.• Processed transactions when prospects completed a donation.• Communicated with prospective and current students on the events occurring on campus, and informed them about available scholarships.