Monique Halley Email & Phone Number

Remote

• Provide academic support for students.• Analyze, revise and provide recommendations regarding specific parts of student papers.• Identify and edit errors in grammar, usage, mechanics, main ideas, introduction, conclusion, development, organization and style.• Utilized Style Guides for information on citation formatting (MLA, APA, Chicago Style)

Virtual

• Manage and navigate care for families as their expert, partner, and support-system.• Utilize online system to virtually manage care.• Schedule appointments.• Locate appropriate specialists for healthcare needs. • Research treatment options.• Perform follow-up duties.• Managing insurance.• Organize records.• Communicating and provide general updates with family members.• Create an initial list, track and manage refills of medication.• Keep contacts up to date and organized.

United States

Performed work remotely.● Coordinated services for students at 5 Technical Schools and Colleges(Atlanta Technical College, Gwinnett Technical College (Lawrenceville and Alpharetta), Atlanta Metro State College, Georgia Gwinnett College and Georgia Piedmont Technical College)● Conducted client intake and needs assessment for each participating student.● Ensure program participants meet their financial literacy requirement and follow-up.● Provided an on-site presence at each school regularly to promote FES program ● Provided referrals to partner organizations for housing counseling, childcare subsidies, workforce development, financial coaching, etc. ● Performed ongoing case management of active students, which includes creating files for each student, updated notes on activities, referrals, etc.● Created a plan with students on next steps after school.● Met with students to discuss and review profiles and applications to determine what their employment services needs are to make strategic referrals for services. ● Addressed challenges students face with limited assistance with employment services i. Connect students to support services and track uptake of those services in partnership with the data manager.● Offered referrals to financial coaching ii. Financial mobile App, credit Counseling, housing referrals, free health services etc.

United States

● Enrolling clients in the Paycheck Plus Study● Client intake and assessment for eligibility● Provide enrollment assistance, including but not limited to completing initial applications, gathering required documents, and troubleshooting the enrollment process● Document and maintain required client records and organize files● Review client case files; assure presence of all necessary documentation ● Assure that client meets required qualifications, such as age, income level, parental status, etc. ● Distribute outreach materials to potential clients, community members, and partner organizations to build awareness about the Paycheck Plus program● Assure clients understand the purpose of the Paycheck Plus program and the importance of their participation● Continuously contacted and connected with local organizations throughout assigned counties to build awareness of the program, increase engagement and build referral sources.● Participated in required training programs, ongoing conference calls, and site visits● Assist in the development and implementation of organizational outreach and engagement initiatives● Perform other duties as assigned

Tucker, Georgia

● Provided on-site and off-site supportive interventions to the client according to the behavior modification treatment plan for families, specializing in programs for children ages 7-17 with individualized treatment for each child.● Educated clients with self-monitoring and self-management skills to support identified academic, career-oriented, emotional and behavioral goals. ● Empowered client to improve day to day functionality, reducing stressors and increasing the ability to focus on treatment goals.● Ensured client's attendance to initial medical evaluation and subsequent medical appointments.● Build a support network around client by working with authorized collateral sources (parents, teachers, other community agencies as appropriate).● Assured client compliance with treatment the therapist/counselor/physician is providing.● Established a positive relationship with the client, family and their support network.● Provided necessary referrals and services to the client as liaison with other agencies.● Provided transportation as needed or deemed necessary to the client.● Completed required progress note documentation of each client per regulatory guidelines using BIRP note format.● Protected and maintain the confidentiality of client records and information.

● Supervised and quality checks the development and implementation of division policies/procedures to ensure complete customer service and division performance standards are met. ● Remotely monitor client referral agents to ensure consistent performance. ● Confirmed quality customer service through 97% customer satisfaction response.● Implemented performance action plans when needed.● Provided feedback, coaching, and development with those on a performance plan.● Developed and implement an efficient Service Outcome Measurement project, which accurately evaluates customer service satisfaction and the effectiveness of referrals.● Provided monthly reports on the IVR (Interactive Voice Recorder)-Customer Satisfaction survey results, the overall monthly call center average and the Outcome Measurement results.● Composed, edit and proofread all written documentation connected to all policies, procedures, and projects.● Interviewed, train and manage volunteers.● Tracked trends and make recommendations to higher management on training and quality issues.● Facilitated the Calibration committee with the training and shift managers to ensure consistency with the monitoring process.● Operated the budget and activities for the celebration of Customer Service Week.● Facilitated training sessions in the quality process.● Responded and documented complaints regarding agencies that are referred to our callers.● Managed volunteers through grantees evaluation process and site visits.

Bachelor'S Degree, Psychology

Creative Writing Certificate, Creative Writing