A multifaceted and comprehensive role with significant responsibilities across leadership, strategic and program oversight, vendor relations, electronic systems management and operational expertise. 1. Leadership and Team Management: • Oversee a team of 21 Department Business Specialists and 4 Senior Clerical Staff. • Guide development, monitoring, and support of business processes for programs including Medicaid, SNAP, TANF, Welfare to Work, Child Care, Housing Support Program, and General Assistance/ Relief. • Facilitate collaboration and teamwork among department managers and executives to meet departmental and county goals.2. Program Oversight: • Ensure compliance with program processing mandates, state/federal audits, corrective action plans and budgetary oversight. • Review and develop recommendations for program improvements and efficiencies.3. Vendor and Partner Relations: • Develop and review Memorandums of Understanding (MOUs) and contracts with vendors and key partners to enhance customer service and operational efficiencies.4. Information Systems Management: • Oversee operations of electronic information systems including Electronic Benefit Transfer (EBT), Benefits Identification Card (BIC), Medi-Cal Eligibility Data Systems (MEDS), and California Healthcare Eligibility, Enrollment, and Retention System (CalHEERS).5 Operational and Fiscal Management: • Attend monthly operations meetings with division chiefs and assistant director to discuss budget, operations, staffing, program support, and resource allocation. • Ensure fiscal goals are met and contribute to departmental budget planning and labor development.6. Advisory and Workgroup Participation: • Serve on the CenCal Managed Care Provider Community Advisory Board. • Participate in the Farmworker Resource Center Community Advisory Workgroup.

As the manager overseeing operations at the Benefit Service Center (BSC), my role encompassed strategic leadership, program management, and personnel oversight within a modern contact center environment. This center serves a large and diverse population, managing over 95,000 cases related to SNAP and Medicaid.Key Responsibilities1. Program Management: • Oversee critical safety net programs, ensuring compliance with county, state, and federal policies. • Address constituent complaints and external audit findings effectively. • Respond to inquiries from elected officials and ensure timely and accurate resolution.2. Strategic Personnel Management: • Develop and implement strategies for managing turnover, recruitment, and employee satisfaction. • Focus on staff development through coaching, mentoring, and identifying training needs. • Handle all aspects of employee management, including recruitment, hiring, onboarding, performance reviews, promotions, and disciplinary actions.3. Operational Planning and Improvement: • Create and assess strategic goals to enhance service delivery and align with county-wide objectives. • Implement innovative techniques to improve operational efficiency and service quality. • Quality Management: Customer Service Satisfaction Ratings at Call Center over 90%.4. Project Leadership: • Lead the grant project for one of three a competitive state grants totaling $1.2 million in funding to establish a Farmworker Resource Center. • Develop and manage the OCTOPUS web portal, a user-friendly platform for clients. This initiative has been recognized as a best practice by the California Department of Social Services.My role was integral to maintaining the efficiency and effectiveness of the Benefit Service Center, ensuring that critical services are delivered efficiently and that staff are supported and developed to meet organizational goals.

Leadership and Supervision:• Supervised two units of Department Business Specialists (DBS I and II) responsible for CalFresh, General Relief, and Medi-Cal programs, supporting over 350 staff within the Department of Social Services and collaborating with County and Community partners.Department Representation and Training:• Acted as the representative for the Department of Social Services at state, regional, and local meetings.• Trained four ACD Analysts in telephony and scheduling systems.Program and Process Enhancement:• Established program in-boxes to enhance customer service efficiency and accuracy; led documentation revitalization efforts for Administrative Directives concerning Medi-Cal and CalFresh.• Reviewed and approved bulletin articles, workflows, and Administrative Directives from DBS staff.• Analyzed new and proposed regulations to evaluate potential impacts on operations for income maintenance programs.Business Process and Strategy Development:• Designed new county business processes and strategies for electronic communication, enhancing the customer experience.• Chaired workgroups and led projects on program development, strategic initiatives, and corrective action plans.Project Management:• Co-Project Manager for the Workforce Optimization and Verbal Attestation Project (WOVA), overseeing the implementation of telephonic signatures, call surveys, call recordings, and outbound calling for the contact center.• Served as Branch Lead DBS on Business Intelligence, providing feedback on reports and participating in the Business Intelligence Reporting Validation Workgroup.• Managed a $2.5 million contract with Document Fulfillment Services (DFS) for Client Correspondence, acting as the primary point of contact between the county elections office and DFS.• Engaged in strategic planning with key stakeholders to implement program regulations and system changes, ensuring alignment with departmental goals and objectives.

• Maintained and tested ACD system on daily basis • Forecasted and created schedules for staff using Workforce Management (WFM) Software. • Tracked call volume using Global Navigator (GNAV) and ensure appropriate staffing levels for call traffic. • Reported status of queues to supervisor and manager • Set up new staff configurations in Audiolog, GNAV, and WFM • Staffing moves: configured phone and computer settings and configure Audiolog to match phone IP addresses and computer IP addresses • Monitored staff adherence levels and prepare daily reports as directed using GNAV, WFM and/or Audiolog. • Worked with NEC engineers and other support staff to make changes to ACD, IVR, or other supporting technology as required • Updated supporting IT documentation for servers, MAC addresses, IP addresses and ACD, DID, Non-DID lines • Provided technical support, training, and direction to departmental staff using computer equipment and applications on a wide area network (WAN) or large local area network (LAN). • Provided Microsoft Office 2007 training for staff county wide • Coordinated installation of new hardware/software; installs, test, and monitor the operation of computer hardware and software; configure hardware and software to meet department needs • Tested network speed and provide feedback to centralized Information and Communications Technology division in preparation for network switches upgrade • Configured recommended software updates to servers. • Worked with Information and Communications Technology division on network upgrades and how they affect applications, phones and software • Made recommendations for purchase of new information systems hardware and software, such as Audiolog server and WFM server. Contact vendors directly for upgrades to our current system • Provided support for Windows XP to Windows 7 migration and Microsoft Office 2003 to Microsoft 2007 migration

As Department Business Specialist (DBS) for Economic Assistance Programs, I managed the information data systems and electronic interface database systems, including Medi-Cal Eligibility Data Systems (MEDS), Central Data Base (CDB), Income Eligibility and Verification System (IEVS), Electronic Payment Processing Information Control (EPPIC) and Systematic Alien Verification for Entitlements (SAVE) across multiple programs like CalWORKS (federally known as Temporary Assistance for Needy Families), CalFresh, (federally known as Supplemental Assistance Nutrition Program) Medi-Cal (federally known as Medicaid), Foster Care, General Relief/Assistance, and CalWIN (California's Statewide Automated Eligibility Data System). My primary responsibilities involved:System Interface Management: Oversaw the DBS for Benefit Recovery (CUBS) in collaboration with the Collections Department, Fiscal Staff, and County Tax-Collector/Treasurer Staff. I also provided support for Electronic Benefit Transfer (EBT) and Electronic Funds Transfer (EFT).Analytical Work: Conducted analyses of operations and recommended improvements for the Medi-Cal program, as well as assess new regulations for their impact on income maintenance programs.Stakeholder Engagement: Provided feedback to the State on proposed regulations and collaborate with the CalWIN Project to enhance service delivery in Santa Barbara County. This included issuing directives to ensure compliance with regulations and developing new policies to improve communication and processes.Collaboration and Advocacy: Attended meetings with State officials and other counties to discuss proposed legislation, providing feedback and formulating recommendations for management on whether to support or oppose regulatory changes.Training and Support: Trained both new and experienced staff on MEDS, EPPIC, and CalWIN applications, ensuring they have the necessary support to utilize these systems effectively.

As an Eligibility Worker, I conducted interviews with individuals from diverse socioeconomic backgrounds to assess their eligibility for public social programs and services. My key responsibilities include:Interview Techniques: Utilized various standard interview methods to gather information from clients in both individual and group settings, clearly explaining program requirements and procedures.Application Assistance: Assisted applicants in completing necessary forms and declarations, often navigating sensitive topics such as earnings, financial obligations, and living arrangements.Eligibility Determination: Determined eligibility according to multiple regulations, using automated systems to compute aid amounts based on income and allowable deductions, ensuring accurate computer entries through guided workflows.Call Management: managed inbound and outbound calls efficiently, preparing documentation for public assistance cases and organizing my workload to meet regulatory requirements related to eligibility and timeliness.Documentation Review: Reviewed case documents for accuracy and consistency, addressing discrepancies with applicants and referring questionable cases to the fraud unit.Resource Referral: Identified clients’ needs, provide information, and make routine referrals to county and community resources for health, housing, food assistance, and other support services, including protective services as needed.

Assisted visitors at the information desk, providing comprehensive services including visa applications, immigration inquiries, and identity document processing.Delivered detailed information on economic, cultural, and dual citizenship matters.Ensured accurate and timely guidance to individuals seeking assistance with consular services.