Felicia Alexander Email & Phone Number

5555 Conner, Detroit, Mi 48213

• Serves as One Stop Service Centers’ Membership Services Manager, managing a staff of twenty-two employees• Responsible for the functional activities of the Membership Services Department – Intake, Triage and Reengagement Departments for three Detroit One Stop Service Center areas of operation and Satellite Centers • Monitor membership data from customer entry to placement into employment• Ensure that team members follow established policies and procedures for managing customer… Show more • Serves as One Stop Service Centers’ Membership Services Manager, managing a staff of twenty-two employees• Responsible for the functional activities of the Membership Services Department – Intake, Triage and Reengagement Departments for three Detroit One Stop Service Center areas of operation and Satellite Centers • Monitor membership data from customer entry to placement into employment• Ensure that team members follow established policies and procedures for managing customer data and meet service quality goals• Plan, organize, implement and evaluate department processes and information systems• Collect data, analyze and evaluate services for efficient and effective customer and staff needs• Manage staff functions, roles and responsibilities in conjunction with Center Managers to ensure member services are uninterrupted and are of high quality• Manage customer service outcomes, including coordinating services expectations, answering questions and handling complex issues• Provide team member development; onboarding new staff; evaluation and performance appraisals• Ensure consistent operational practices throughout system operations• Meet or exceed performance expectations for customer retention• Assist in strategic planning to determine company/departmental objectives• Assist current management in formulating departmental policies and practices• Assist in the development of staff to maximize potential• Coordinate and implement procedures and systems to maximize operating efficiencies of the center• Exercise judgment within defined procedures and practices to determine appropriate course of action Show less

5555 Conner, Detroit, Mi 48213

• Provide direct reporting to team members according to overall company policy• Assist management in strategic planning to determine company/departmental objectives• Monitor career advisement team with work flow progress• Assist current management in formulating departmental policies and practices• Responsible for directing career advisement team in the achievement of departmental productivity and goals• Provide center manager in setting employee goals and objectives•… Show more • Provide direct reporting to team members according to overall company policy• Assist management in strategic planning to determine company/departmental objectives• Monitor career advisement team with work flow progress• Assist current management in formulating departmental policies and practices• Responsible for directing career advisement team in the achievement of departmental productivity and goals• Provide center manager in setting employee goals and objectives• Assist in the development of all staff to maximize potential• Coordinate and implement procedures and systems to maximize operating efficiency of the center• Utilize skilled counseling abilities when working with prospective customers• Assist customers service planning and career development strategies • Allocate use of available resources within the community in an effort to refer customers to additional services • Provide linkage/coordination of services and referrals for housing, medical services, child care and mental health • Educate and assist customers by conducting assessments and creating treatment plans• Exercise judgment within defined procedures and practices to determine appropriate course of action• Adhere to company’s policies and procedures as well as utilizing integrity and ethical standards Show less

5555 Conner, Detroit, Mi 48213

• Assist customer with planning and developing strategies to gain employment• Promote and develops employment opportunities for applicants • Assists customers in preparing resumes and portfolios• Provide job search/career information workshops and presentations• Arranges for pre-screenings and provide labor market and community resource information• Work with customers to improve interview and job performance skills • Provide available program information; updates… Show more • Assist customer with planning and developing strategies to gain employment• Promote and develops employment opportunities for applicants • Assists customers in preparing resumes and portfolios• Provide job search/career information workshops and presentations• Arranges for pre-screenings and provide labor market and community resource information• Work with customers to improve interview and job performance skills • Provide available program information; updates regarding job fairs and internet resources • Serves as center’s Older Worker Program Navigator; assisting older workers in preparation and job search assistance• Determine program eligibility for Workforces Investment Act (WIA)• Maintain case files according to company policies, evaluate and monitor files for accuracy• Educate and assist customers by conducting assessments and providing research for employment opportunities Show less

• Provided direct support to Program Director• Supervised and evaluated program staff performance• Monitored staff activities and provided annual reports and budget documentation• Coordinated and facilitated needs assessments for program participation• Executed one on one consultation with staff to address problems and specific projects• Provided leadership and advocacy training focused on gun violence and substance abuse prevention to middle and high school students•… Show more • Provided direct support to Program Director• Supervised and evaluated program staff performance• Monitored staff activities and provided annual reports and budget documentation• Coordinated and facilitated needs assessments for program participation• Executed one on one consultation with staff to address problems and specific projects• Provided leadership and advocacy training focused on gun violence and substance abuse prevention to middle and high school students• Trained summer youth employees to create on-going youth forums• Participate in local events and town hall meetings and back to school rallies• Trained and monitored middle and high school students to render presentations• Provided information to school staff regarding programs related to teen issues• Provided educational materials as a recruiting tool for participation Show less

• Implemented the delivery of effective services consistent with the requirements of the Wayne County Juvenile Justice System• Provide coordination and consultation with youth’s family, incorporating individual and family counseling, field visits, i.e. schools, employers, and training programs• Managed a case load that consisted of treatment plans of care, and monitored treatment services• Coordinated consultations with families individually and collectively• Maintained records… Show more • Implemented the delivery of effective services consistent with the requirements of the Wayne County Juvenile Justice System• Provide coordination and consultation with youth’s family, incorporating individual and family counseling, field visits, i.e. schools, employers, and training programs• Managed a case load that consisted of treatment plans of care, and monitored treatment services• Coordinated consultations with families individually and collectively• Maintained records including case notes pertaining to treatment, counseling and plan of care• Generated reports for the management team Show less