• Develop/maintain cooperative working relationships with community organizations to gain supportand promote linkages with other agencies.•Plan and implement promotional activities to market services and increase community awareness.•Responds to resident issues and concerns, as necessary.•Meets with facility administrators to resolve facility/program conflicts, as necessary.•Make quarterly visits to each of the facilities under their jurisdiction•Identify, recruit and support Ombudsman volunteers for facilities in the assigned counties.•Maintains liaison with all appropriate County, State and Federal agencies to ensure that the programreceives support from local agencies, legal assistance providers, advocates and provider groups.•Participates in an ongoing program of education and public awareness to address systematic problems and elder abuse as well as the program’s need to recruit Ombudsman volunteers.•Presents the program’s services in public forums, such as speaking engagements, agency fairs, radio/television interviews, etc.•Provides public information and community education.•Submits reports, records, etc. in a timely manner to document volunteer and programmatic activityto the New York State Office of the Long Term Care Ombudsman in accordance with the requirements established by the State Ombudsman.•Participate on agency-wide committee promoting cooperation between components in meeting the mission of the agency.

• Managed scripting, recording, editing, and promoting educational legal videos, client and board member interviews, agency/department promotional content, as well as educational fact sheets, blogs, and internal and external newsletters.• Entered and tracked client donations, agency grants, and event registrations in CRM software, drafted acknowledgement letters and client surveys. • Identified outdated agency website and oversaw a redesign focusing on educational content, user utility and retention, and increased agency control of design and security. • Drafted all design elements for agency marketing, including outreach and fundraising events, e-mail campaigns, managed all social media, and informational materials. • Managed stocking, design, and ordering of informational materials, staff business cards, agency branded clothing and promotional giveaway items. Redesigned all department rack cards.

• Managed calls from nursing home residents and advocates with issues to explain their legal rights,provide useful information, and to triage callers to other appropriate offices or services.• Directed intake casework for the Long-Term Care Resident Advocacy unit including: Powers ofAttorney, Health Care Proxies, Simple Wills, and nursing home and adult care facility evictions.• Produced a set of guides to increase the capacity of current and potential nursing residents to selfadvocate by distributing ten thousand copies into the community.• Directed systems advocacy projects for the regional and state ombudsman program that analyzedlarge data sets to identify emergent legal issues for nursing home residents.• Built a tracking system for every nursing home resident discharge notice in Western New York toidentify wrongful evictions and resident rights abuses in need of legal remedy.• Established a YouTube studio capable of producing professional “talking head,” educational videosaimed to increase the amount and types of legal informational materials available.• Oversaw mobile legal unit and outreach events that aim to bring legal services directly to membersof the community as well as provide presentations on nursing home resident rights.

• Drafted, served, and filed basic legal documents with the county clerk relative to the Guardianship department and clients.• Leveraged strong communication skills to diagnosis and alleviate Pooled Trust client issues over the phone.• Completed legally mandated accountings for Guardianship clients ensuring accuracy and compliance with set guardianship regulations.• Filed Agency financial documents, client case files, and Guardianship and Pooled Trust documents discreetly and accurately handling sensitive employee and client information.• Assisted with the administrative and clerical functions of departments including reception, E-MDT, accounting, Pro-Bono coordination, and others when needed.

• Improved efficiency and work flow of the Pooled Trust department through projects aimed at adjusting systems used to protect the Medicaid benefits of clients with disabilities. • Completed audit of over five hundred client files by reviewing and uploading relevant information to the internal office server ensuring compliance with regulations and vastly improving ease of access to critical client information.• Solved client account issues over the phone with a kind and understanding comportment while communicating clearly and precisely to eliminate confusion.

• Assisted with consulting for six clients leading the eldercare and longevity markets nationwide by providing writing, research, and analysis for the Director.• Thought creatively to overcome the challenge of completing diverse and unique assignments as well as leveraged strong research and internet skills to uncover the necessary resources to complete assignments.• Communicated clearly and efficiently to mitigate the added risk of error brought on by working remotely and without face to face communication.

• Team with a diverse crew of banquet hall servers to prioritize and complete a wide array of tasks and duties necessary to serve crowds of as many as four hundred.• Think creatively and work flexibly with other banquet servers to solve new problems as they arise at every event.• Communicate and serve customers in a friendly manner to reflect well upon the hotel and banquet organization.

• Lead training of new employees for the department due to exemplary job performance and competence as well strong interpersonal skills. • Evaluate and organize store shipments and invoices to ensure accuracy in inventory and avoid costly shipment errors.• Listen and interact with customers in a friendly manner in order to meet store standards of service excellence.