Kenneth C. Email & Phone Number

Atlanta, Georgia, United States

The Deputy Director of Client Services (DDCS) provides direct oversight of various support service programs at AID Atlanta’s Midtown and Newnan locations. This includes leadership, supervision, and support to support services staff for the purposes of ensuring the objectives and deliverables of the departments are being met. The DDCS ensures that staff have the proper tools, resources, training, etc. in order to provide the best levels of care to our members. DDCS will also oversee budgets for program grants, which include direct tracking and monitoring of expenditures, ensuring the agency is in compliance with budget requirements, making decisions about any needed budget revisions, etc. Additionally, the DDCS will be responsible for ensuring that qualified candidates are hired, trained, and properly supervised to meet the goals and objectives of their respective job duties. ESSENTIAL DUTIES & RESPONSIBILITIES - Provide oversight to support services programs to include ensuring successful implementation, evaluation and coordination of services - Ensure that programs are in compliance with funding regulation, program goals, and stakeholder expectations - Ensure that programs are successfully integrating core and supportive services to improve the health outcomes of members - Develop and/or assist in the development, monitoring, implementation and adherence of program policy, procedures and standards of care for the purposes of maintaining consistency and accountability - Maintain budgets for program grants, which include direct tracking and monitoring of expenditures, ensuring the agency is in compliance with budget requirements, making decisions about any needed budget revisions, etc. - Maintain effective public relations by developing relationships with the community and serve as a spokesperson for the agency when called upon.

Greater Atlanta Area

Provide direct leadership, supervision, and support for the purposes of ensuring that the objectives and deliverables of the department are being met. In addition, conducts and document supervision sessions with the Medical Case Managers (MCM), Self Management (SM), and Patient Benefits Specialist (PBS), also known as the client services staff, monthly for the purpose of addressing difficult situations, coaching and providing supporting and facilitating development opportunities. Provide day to day support, guidance, and encouragement to the client services staff for the purposes of ensuring effective service provisions for clients. Communicate regularly with client services staff about changes, updates, improvements, etc. in service delivery issues or other agency related issues that directly impact direct reports and/or clients. Prepare and facilitate monthly group meetings with client services staff to keep them abreast of changes of policies, and build a team that supports one another in servicing clients' needs and encourage development of new skills competencies. Provide grant/contract management services and administration of the Client Assistance Fund (CAF). Conduct quality assurance practices to ensure that clients are receiving the highest quality case management services. Formulate statistical analysis of staffs productivity and strategies to improve case management standards. Conduct probationary and annual employee performance evaluation/review with client services staff for the purposes of providing feedback of their observed strengths and areas of improvement. Handle administrative HR duties, including tracking of employee leave, absences, vacation, and coverage. Address disciplinary actions of client services staff and advise Director of Client Services of intended action implemented to improve situations.

Greater Atlanta Area

Provide direct leadership, supervision, and support for the testing & counseling, PrEP, and Outreach team for the purpose of ensuring that the objectives and deliverables of the department are met. • Conducts and document supervision sessions with staff monthly for the purpose of addressing difficult situations, coaching and providing supporting and facilitating development opportunities. • Provide day to day support, guidance, and encouragement to staff for the purposes of ensuring effective service provisions for clients. • Communicate regularly with staff about changes, updates, improvements, etc. in service delivery issues or other agency related issues that directly impact direct reports and/or clients. • Prepare and facilitate monthly group meetings with staff to keep them abreast of changes of policies, and build a team that supports one another in servicing clients' needs and encourage development of new skills competencies. • Conduct quality assurance practices to ensure that clients are receiving the highest quality case management services. Formulate statistical analysis of staff productivity and strategies to improve case management standards. • Conduct probationary and annual employee performance evaluation/review with staff for the purposes of providing feedback of their observed strengths and areas of improvement. • Handle administrative HR duties, including tracking of employee leave, absences, vacation, and coverage. • Address disciplinary actions of staff and advise Director of Education Services of intended action implemented to improve situations.

Greater Atlanta Area

Worked with members to remove barriers to HIV/AIDS medical care by facilitating a collaboration process that identifies member’s needs and continuous follow-up to ensure that members obtain the necessary services that help them to main adherence to medical care. Also coordinated with other service providers through a comprehensive and active referral process to link HIV + individuals into the appropriate services and care. Additional duties included: conducting initial comprehensive assessment and intake for eligible members; Collaboratively developed and implemented Individual Service Plan (ISP) for each member on caseload, including conducting ISP updates every 4 to 6 months for each member; Assessed and evaluated member’s initial needs through the EMA screening tool; Provided regular monthly (or more) contact with members to follow up on treatment plan goals and provide intervention as needed; Advocated and mediated on member’s behalf to decrease or eliminate barriers to case; Educated members about the importance of participating in medical care and ensure that members have full access to primary medical care.

Lawrenceville, Ga

Serves as the case manager for children in foster care leading to adoption; ensures that the children are placed in permanent stable families within as short a time frame as possible; visits foster homes; supervises visits between children and parents; testifies regarding the status of the agency and/or parent’s progress towards the court approved placement. As an adoption case manager, I ensure that every child that is free for adoptions has a forever home. I match a child with a family by attending matching events, which includes finding a family that matches that needs of the child. The child also have the opportunity to interview the family to determine if that family is a fit.

Greater Atlanta Area

Under supervision, function as an assistant counselor providing services to lead counselors and counselors in education treatment and transitional housing programs. Assists all counselors in preparing for their lectures to clients, assist Executive Director and Administration Manager in proper assessment of client files and maintaining client databases, and assist in group counseling on an as needed basis. In addition, complete intake assessments, individual counseling, administer drug screen testing, involved with clinical treatment team meetings, and prepare meals for the clients.

Charlotte, North Carolina

Provides social work services to children who are in the legal custody of DSS and residing in foster care. Arranges out of home placement, monitors placement, arranges court ordered visitation between parents and children. Assures that the child receives all necessary services (medical, dental, educational) just as a child’s parent would provide. Develops plan of care and works with natural parents to hopefully return child to natural parents. In addition, I gather extensive documentation in order to legally proceed with termination of parental rights in order for the child to be cleared for adoption. This position also requires me to write court reports, attend and testify in court, and attend legal meetings.

Atlanta, Georgia

Working in a fast-paced, intense, results-oriented environment handling 65-75 calls per day. Responsibilities included handling inbound customer calls while using a computer terminal, researching and resolving billing inquiries, explaining the products and services, and troubleshooting service and equipment questions. This position is an inbound 800# coordinator who receives and processes telephone calls and customer orders, which are both routine & non-routine and require deviation from standard screens, profiles, scripts and procedures. The position also provides direct interface to customers of the National, Consolidated Major Accounts, and Small to Medium Business Program. In addition, the position required troubleshooting and resolving issues surrounding all facets of provisioning: billing, order status, pricing, delivery, activations setup, etc.

Rock Hill, South Carolina

Under limited supervision, performed specialized case management in the areas of child welfare services. Investigated homes of allegations of child abuse and neglect and assessed the safety of homes. I also maintained contact with clients by traveling with my personal vehicle, provided community resources, maintained records of client information (criminal, medical, school), completed reports regarding findings, completed monthly reports, and attended weekly supervision with my supervisor, and monthly staff/department meeting with other staff members.

Rock Hill, South Carolina

The customer service call center consisted of leading a team of 10 people. As the call center supervisor, I provided the team with effective guidance to ensure that all customers were satisfied with their service. I also monitored the call volume, estimating at 50-75 calls per person and created work schedules. I handled all customer service related issues, and ensuring that each service request is addressed in a timely and efficient manner. In addition, I also created quotes for customers for service calls. In the task as a project manager, my work duties consisted of managing the Office Depot Facilities Maintenance Program, a program designed as a performance base scope of work with monthly, quarterly and annual tasks and expectations.

Master Of Social Work - Msw

Activities and Societies: Phi Alpha Honor Society

Master Of Science - Ms, Counseling

Activities and Societies: Chi Upsilon Chi

Bachelor Of Arts (B.A.), Psychology

Activities and Societies: - Juvenile Diabetes Research Foundation-Team Leader - Outstanding Character Award – Psychology Club - Relay.