In my role as Director of Performance & Quality Improvement at Lutheran Social Services of the National Capital Area, I've been instrumental in elevating the quality of our foster care and youth programs. I enhanced our outcome evaluation processes by implementing individualized logical frameworks and facilitated cohesive staff training. One of my proudest achievements was spearheading a CRM implementation that revolutionized our case management documentation and reporting. This initiative resulted in a 30% reduction in administrative workload and increased compliance with ORR and state regulations. I also led a strategic initiative to document and standardize 186 departmental policies, culminating in our agency being awarded Expedited COA Accreditation. My efforts in expanding our Transitional Foster Care program and enhancing recruitment for Unaccompanied Refugee Minor programs led to a remarkable 120% increase in delivery of funded capacity across all programs.

As the Operations Manager for the CARE Refugee Mental Health Program, I led a cross-functional team that expanded a federal contract for refugee mental health services. This expansion not only ensured compliance with contract and clinical licensure requirements across multiple states but also increased our revenue by over 40%. I'm particularly proud of achieving program sustainability through the implementation of a utilization management model. My role involved creating tools for tracking billable activities and establishing reporting processes for outcome measurements, which significantly improved our communications with federal and corporate partners. Using statistical decision modeling, I translated historical program data into a predictive model, aiding future decision-making and demonstrating program effectiveness to potential funders. Through grant writing and development efforts, I secured $9,000 in unrestricted funding for direct client support. Perhaps most rewarding was successfully turning a budget deficit into a surplus within a single program year and expanding our services to new partner locations.

As the Administrative and Operational Coordinator for the CARE for Newcomers program, I dedicated myself to supporting asylum-seeking populations through vital mental health and supportive services. Initially joining the CARE team part-time while pursuing my Master's in Public Administration, I quickly realized my passion for this impactful work. Driven by the program's mission, I transitioned to a full-time role, balancing my studies with my commitment to advancing program goals. This decision allowed me to immerse myself fully in the operational aspects of the program, streamlining processes and enhancing our ability to serve our clients effectively. My role encompassed coordinating administrative tasks, supporting program operations, and contributing to the development of strategies to better serve our vulnerable populations. This experience not only deepened my understanding of public service but also positioned me to grow into a leadership role within the agency, all while continuing my educational journey.

As the Employment and Education Specialist/Youth Life Coach at CHRIS 180's Drop-in Center, I managed operational and behavioral health support for a DBHDD-funded Resource Center, ensuring compliance and service delivery for homeless youth ages 16-24. My role centered on designing and implementing capacity-building programs that enhanced employability skills and continuing education opportunities for youth in underserved communities. I leveraged my expertise in community organization and stakeholder engagement to develop new partnerships, including securing sponsorship from Amazon Corporate Social Impact for ongoing in-kind support. When faced with the challenges of COVID-19, I swiftly developed policies that maintained operations and supported staff well-being, while also facilitating community resource distribution events for youth and the elderly. Throughout my tenure, I consistently applied trauma-informed educational support and behavioral interventions, tailoring our approach to meet the unique needs of each young person we served. This holistic strategy not only improved individual outcomes but also strengthened our overall program effectiveness and community impact.

In this position, I provided trauma-informed behavioral health and skill-building services to youth ages 8 to 18 through a School-based Mental Health Program. Working in partnership with a clinical therapist, I supported service plan goals and managed cases effectively. I implemented individualized behavioral strategies that led to measurable improvements in clients' social and emotional well-being. A key aspect of my role was advocating for clients' interests in disciplinary and academic meetings, and engaging with families, caregivers, teachers, and support systems to help youth achieve their life goals. This experience deepened my understanding of trauma-informed care and reinforced my commitment to supporting vulnerable youth populations.

As a Bilingual Claims Specialist at the Social Security Administration, I navigated complex Retirement, Disability, and Supplemental Security Income cases while providing compassionate customer service. My technical expertise in Social Security entitlement and enumeration policy allowed me to conduct interviews in both English and Spanish, helping individuals establish eligibility for benefits. I took pride in driving operational efficiency, which earned me consecutive Service Excellence Awards in 2018 and 2019. As the peer-elected Program Management Liaison, I led the creation of workflow improvements that enhanced our team's effectiveness. This role honed my ability to balance technical accuracy with empathetic service delivery, skills that have proven invaluable throughout my career in public service.

As a Peace Corps Volunteer, I embraced a life-changing commitment that profoundly shaped my personal and professional journey. For two transformative years, I lived and worked alongside community members in a rural El Salvador, fully immersing myself in the local culture and language. This intense, 24/7 service pushed me far beyond my comfort zone, challenging me to grow in ways I never imagined. The Peace Corps' three goals - helping meet host countries' needs for trained individuals, promoting a better understanding of Americans, and fostering Americans' understanding of other cultures - became the framework for my daily life. I found myself not just implementing community projects, but also serving as a cultural ambassador, breaking down stereotypes and building lasting cross-cultural friendships. This experience ignited a passion for public service and international development that has guided my career ever since. The skills I gained - adaptability, cross-cultural communication, problem-solving in resource-limited settings - have proven invaluable in every professional role I've taken on. More importantly, the perspective I gained on global issues and the connections I forged with my host community continue to influence my worldview and drive my commitment to making a positive impact.

In my first professional role, I completed payroll processing. I managed payroll and HR functions for client companies, handling everything from wage garnishments to benefits administration. I provided Spanish customer support and compiled company-wide data using Excel. This position honed my skills in HR processes, data management, and client communication, laying a strong foundation for my career in public service and program management