Nicole Deters Email & Phone Number

Brooklyn, New York, United States

• Oversee four distinct departmental functions and associated staff, namely quality assurance, administrative operations, instructional services, and financial coaching.• Maintain overall accountability for human resource requirements, including recruitment and hiring; conduct performance evaluations and initiate disciplinary and corrective action plans as needed. • Ensure program compliance with all Refugee Services contracts, including Matching Grant, Reception and Placement, Preferred Communities and USARA Ukrainian Supplemental. • Ensure case files and electronic databases meet legal and funder requirements, and review program procedures for compliance with funder requirements and goals. • Collaborate with leadership of each Refugee Services contract to implement case management best practices, correct deficiencies, and support continuous improvement of contract management through staff development. • Lead a team of four Instructors in the creation and delivery of instructional services across two departments, focusing on topics such as career development, financial inclusion, and housing resources, successfully reaching 60-80 clients monthly. • Supervise administrative operations by overseeing office Receptionist, managing purchasing and payments, liaising with vendors, and maintaining department data.

Brooklyn, New York, United States

• Led the Workforce Development branch of the Homebase housing program, providing direction and oversight to the Success Coaches, Instructors, and Career Navigators. • Provided guidance and assistance to further assist staff in their professional development and equip staff with the confidence and knowledge base to handle difficult cases. • Secured $50,000 in grant funding to support the National External Diploma Program (NEDP) in collaboration with department leadership and took responsibility for grant management and reporting. • Collaborated closely with Data Analyst to merge all program data into Salesforce, ensuring system design and reporting structures met program needs and streamlined data entry operations. • Ensured all required documentation, reports, data and information were accurate and up-to-date within required timeframes for administrative reviews, audits, and annual reports. • Created a six-week onboarding program for Homebase Case Managers and Supervisors, covering department expectations, funder requirements, case management procedures, soft skill development and quality assurance. • Conducted a needs analysis to assess the steps necessary to improve the performance and workplace experience for staff and identified a comprehensive plan to provide thoughtful learning solutions. • Gathered and documented feedback to identify onboarding strengths and areas for improvement, utilizing data to shape future learning experiences for new program staff. • Continually evaluated, refined and improved programmatic systems and procedures.

• Certified by the National External Diploma Program (NEDP) to provide in-depth and individualized services to individuals seeking their high school equivalency diplomas.• Conducted NEDP presentations at community partner organizations, conducted internal and external outreach and served as the agency contact between national program staff and local CAMBA offices. • Established testing metrics, preparation materials and trained staff members to deliver adult education services. • Managed and maintained program related data and records. • Trained Adult Education Instructors, observed classes, provided written feedback and worked closely with instructors to discuss best strategies for client engagement. • Reviewed client resumes completed by instructors, provided quality feedback and ensured client resumes were in alignment with labor market standards and the client’s desired industry.• Collaborated with staff on their delivery of financial education services. • Examined the benefits cliff effect as it specifically related to state and local housing programs and created comprehensive tools to educate staff and clients on methods to mitigate effects and sustain clients long-term.

• Joined the HomeBase team to provide an innovative new model of workforce services to individuals at imminent risk of homelessness, tailoring the program to the needs of clients in crisis. • Developed a new workforce development curriculum and transformed the classes into a module-based format in order to better engage clients who had barriers to attendance. • Assisted clients in identifying and clarifying career and financial goals and partnered with clients to improve their focus and presentation skills, secure employment and assess potential career pathways. • Created curriculum for a financial capability workshop that was approved and implemented across four CAMBA offices and taught by five instructors. • Engaged clients in individual financial coaching sessions, assisting with a range of financial security supports including establishing or repairing credit, accessing credit reports, connecting to mainstream financial services and avoiding predatory lenders. • Provided financial security tools and resources to help clients develop the skills necessary to make informed financial decisions and achieve long-term economic stability. • Tracked client progress based on critical financial indicators

Brooklyn

• Instructed adults with personal employment barriers to develop and enhance employment skills.• Researched and developed instructional materials and lesson plans; courses include Fast Track Job Readiness Training, Customer Service & Critical Thinking.• Worked in collaboration with The Cooper Union's Retraining Program for Immigrant Engineers to facilitate employment workshops and provide resume consultations to highly skilled immigrant professionals. • Collaborated individually with clients to develop resumes, write cover letters, complete job applications and conduct mock interviews while tracking student attendance and classroom performance.• Recruited, evaluated and assessed prospective clients to determine program eligibility and make relevant referrals.

Greater Atlanta Area

• Managed a case load of refugee clients, assessed each client’s needs and created individualized service plans focused on economic and social self-sufficiency.• Coordinated services required by federal funders in accordance with the Reception and Placement and Match Grant program guidelines.• Documented and maintained up-to-date client case records.