Mitchell Lengel Email & Phone Number

Harrisburg, Pa, Us

Harrisburg, Pa, Us

Harrisburg, Pennsylvania, United States

* Managing Director for OIM’s Statewide Customer Service and Processing Centers, an organizational structure with 870 employees spread out over 20 locations across Pennsylvania that answer over 2.7 million calls per year and processes over 250k applications, 75k renewals and 1.1 million case updates.* Supervises 5 Executive Directors, a Staff Assistant and Program Monitor as direct reports and has developed 7 managers into current Executive Directors and 2 Executive Directors into a fellow Managing Directors * Strategically planned, coordinated and monitored the re-opening of over 11,000 individuals in the General Assistance cash program due to a Pennsylvania Supreme court ruling in 2018 resurrecting the program until discontinuation of the program again in June of 2019.* Provides ongoing Area operational process analysis, mitigated issues, communicates project statuses, and identifies and resolves operational issues and constraints within Area offices.* Area Manager Project Lead for transitions to telework, ongoing telework, workload matrix discussions, SNAP on Demand implementation, Virtual Lobby and all ECIS and Compass projects.* Oversees project progress, completion timeframes, staffing resources and budget while meeting exceeding key operational performance targets, with results that included:- Year to year work item completion increases - Met and exceeded program error rate goals- Met yearly customer call quality and answer rate goals - Statewide reduction in overdue work items

Harrisburg, Pennsylvania, United States

* Recruited by Bureau of Operations Director to be the 1st OIM Processing Centers Director to implement managerial consistency, expansion of processing assignments, oversee policy compliance, improve processing performance and build training capability. * Recruited to direct and restructure the Lancaster CSC after reassignment of their Executive Director due to management and cultural failures. Instituted changes that reformed the culture, stamped out staff favoritism and provided a clear management direction on how supervisor and managers were to handle their duties and interact professionally with each other and staff.* Directed over 200 employees in driving process improvements spread out over 7 locations across Pennsylvania, as well as improving operating performance of application and renewal processing, policy understanding and customer service.* Strategically planned, coordinated and monitored the “Ex-Parte” review for Medical Assistance benefits of approximately 78,000 Select Plan cases within 3 months to comply with a court order.* Managed multi-site operations purposed with varied tasks including 6 different Processing Centers, 2 different County Assistance Offices and a Customer Service Center, including the management of 7 sites at one time.* Oversaw project progress, completion timeframes, staffing resources and budget while meeting exceeding key operational performance targets, with results that included:- Year to year work item completion increases - Statewide reduction in overdue work items- Top performing LIHEAP audited sites - Go-to playbooks for special projects management

Harrisburg, Pennsylvania, United States

* Liaison between multiple OIM bureaus for LIHEAP an energy assistance program funded by an over $220 million federal block grant.* Crafted policy and procedural changes that increased timeliness, accuracy and budget carryover.* Created the LIHEAP Vendor Unit consisting of 11 Human Services Specialist, a vendor hotline and improved LIHEAP vendor contracts to increase customer service and payment timeliness for both vendors and benefit recipients while also reducing work within County Assistance Offices.* Assisted contracted LIHEAP auditors in creating and evolving LIHEAP auditing reports and metrics in order to measure year to year performance and identify deficiencies.* Merged LIHEAP Crisis vendor billing and payment process with existing PROMISE Medicaid billing system to increase payment timeliness, and auditing efficiency* Managed LIHEAP project resources, progress, policy changes, timeframes, and budgetary considerations to improve operational performance targets and yield measurable outcomes:- $2 million deficit to $10 million surplus in 1st year - Reduced costs by eliminating Crisis Contractors- Created Supplemental Payments to expend funds - Created Crisis Utility File Transfer Program- Created Crisis Exception Program - Created LIHEAP Vendor Unit Guide

Education record

Education record