Assisting with 404 and 406 Hazard Mitigation Programs

Project: Disaster Case Management Program, FEMA IA Purpose: $8m+ grant program administering a disaster-recovery resource network for Hurricane Ida survivors• Supervised 15-18 case management staff, with a mix of in-person and remote, who were responsible for coordinating housingaccess and social services access for displaced and affected Hurricane Ida survivors• Trained all case management personnel on call center operations, program policy guidelines, SOPs, and overall project delivery• Responsible for continuous quality improvement of case management teams• Responsible for production reporting to the Deputy Program Manager and Program Manager on assigned regions• Was client facing for Program status meetings with GOHSEP and statewide Program leadership• Coordinated outreach and marketing efforts during the Program launch phase• Responsible for execution of standard business processes, including QAQC of project data in the System of Record

• In between FL ERAP and LA DCM, I was retained and worked as a Contract Manager reporting to the Chief Operating Officer• Responsible for preparation and/or review of contracts for all WFG subcontractors and vendors; drafted teaming agreements• Interfaced internally with the Chief Operating Officer and Legal Department on Project business functions and data• Responsible for compliance related legal matters including payroll garnishments, out of state business, UI, and tax registration

Project: Our Florida Emergency Rental Assistance ProgramPurpose: $1billion statewide emergency rental assistance grant program during the COVID-19 pandemic• Directly supervised 20 case managers, in-person and remote, who were responsible for traditional case management functions,including application support, eligibility review, customer service, and QAQC processes for ERAP applications• Created internal weekly management processes to increase productivity and quality; responsible for reporting on production• Performed case reviews and audits to inform performance improvement plans of case management team

• Assisted homeowners through each step of the recovery project, from application intake, document collection, eligibility review, duplication and verification of benefits, award determination, closing and through completion of the construction project.• Maintain contact with the homeowner, ensures quality customer services are provided, identifies potential roadblocks and assist with resolution of issues causing delays in the timely completion of their construction project or processing of their application.• Processing, monitoring, tracking and reporting on applications based on established Program requirements.

Supported trial attorneys will all aspects of litigation, including management of the scheduling order, investigating claims andsourcing medical and employment records, identifying key evidence, preparing discovery requests and responses, draftingmotions and related pre-trial memoranda, compiling witness and exhibit lists, and preparing pre-trial inserts and orders.

Project: Texas General Land Office Purpose: $100m+ CDBG-DR housing reimbursement grant program for the State of Texas following Hurricane HarveyRole: Case Manager and Appeals Coordinator • Performed legal and administrative reviews all appeals in a program with approximately 7,000 applications for governmenthousing recovery reimbursement grants • Performed daily reviews of appeals in process, touching 150 appeals per day and making decisions on 30 eligibilitydeterminations per day for individual residential housing reimbursement grants • Created and implemented a new process called Applicant Care to improve customer service to applicants and reduce complaints

• Assisted homeowners through each step of the recovery project, from application intake, document collection, eligibility review, duplication and verification of benefits, award determination, closing and through completion of the construction project.• Maintain contact with the homeowner, ensures quality customer services are provided, identifies potential roadblocks and assist with resolution of issues causing delays in the timely completion of their construction project or processing of their application.• Processing, monitoring, tracking and reporting on applications based on established Program requirements.