Lora Cole Email & Phone Number

Phoenix, AZ

As Assistant Bureau Chief I act in the capacity of the Bureau Chief and have full decision making authority. I work independently on sensitive, high level and critical related issues and provide recommendations based on the findings. I provide written and verbal guidance and recommendations to the Administration's leadership and have the authority to.

In an organization with complex fiscal and business management functions, I am responsible for work of average difficulty, assisting the Division of Benefits and Medical Eligibility Data Security and Facilities Manager by directing centralized administrative services related to facilities including budgetary, accounting, purchasing and related services. I.

Active lead role in coordinating, planning, developing and disseminating procedures exclusive to the creation of the Health-e-Arizona (HEA) Statewide Eligibility Team that will deliver program services for a statewide case load of on-line applications for Cash Assistance (CA), Medical Assistance (MA) and the Nutrition Assistance (NA) Programs. Planning.

Directly manage the activities of staff engaged in determining eligibility for public assistance programs to include Nutritional Assistance, Cash Assistance, and Medical Assistance. Delegate duties as assigned to ensure the local office is running at the expected capacity in order to deliver quality services to customers as well as meet specific deadlines.

I managed between 30 to 100 employees in a call center environment. Directly supervised a unit of call center agents ensuring that calls received statewide from Family Assistance Administration (FAA) customers are handled in accordance with the agency's policies, procedures, and service philosophy. Ensure quality service in accuracy and timeliness meeting.