Sharron Reed-Burns Email and Phone Number

conduct studies and analyses of agency programs, procedures and organizations and makes recommendations to improve system efficiency and operations. Employees specialize in one or more human service program areas, such as program planning or evaluation, child support, child welfare, adult services, family investment, aging, energy assistance, federal compliance, Title IV-E program, or volunteer program administration. Employees may supervise support staff.

Train cases managers on new policy and procedures. Conduct refresher training per request. Monitor the accuracy of cases during review of Quality Control.

Process cases that were issued more benefits then entitled to. Present cases in front of Administrative Law Judges, if requested.

Under general supervision case manager manages daily extensive use of systems including knowledge of customer information control system (CICS), client automated resource and eligibility systems(cares), Maryland automated benefits systems (MABS), Medicaid management information systems (MMIS), enterprise content management solutions (ECMS), and Microsoft Office (word, excel, power point). Frequently access the use of service access and information link (SAIL) in assisting clients with applying for Family Investment Administration (FIA) programs. I consistently hold knowledge of (FIA) programs and policies to aid in determining eligibility of applicant’s applications for programs used to assist customers in receiving self-sufficiency. Manage a caseload of 1800 households by reviewing client’s information for continued eligibility. Interview customer’s to elucidate programs requirements and options. Lead in the implementation of procedures, training of (EMCS) in Cecil County. For over two years have provided Tier 1 help desk support to co-workers, trained over 40 employees on (EMCS), and have extended my assistance to other counties such as; Garrett and Harford. Recently I was assigned as case and procedural error rate (CAPER LIAISON) for Cecil County. In this position I monitor the activity of all expedited snap applications. It is my duty to make sure that the cases are properly completed in a timely fashion and denied or approval was correctly given. As Caper liaison I am responsible for completing weekly data reports based on applications received by my agency ensuring cases are screened correctly and also provide monthly reports to the Assistant Director of all expedited cases completed/received by Cecil County. In this position I work closely with executives from Department of Human Resources (DHR) and the Assistant Director of Cecil County.

Under general supervision was responsible for assisting member with general account inquiries. Review and access member’s account information to see if there is a product or service that can benefit and improve a member financial status. Also take loan applications over the phone and complete inquires or stipulations for a loan to be disbursed. Work closely with loan officers to determine if a member can be assisted with their financial needs. Handle approximately 100 to 400 calls per day while maintaining a log of all loan and calls handled. While extensively using national credit union administration (NCUA) policy and US. Treasurer rules and guidelines.

Under general supervision was the lead within my department; determined the work load and also conducted progress meetings with management about special projects given. Maintained the postage machine and budget for all operations of the machine. Maintained and ordered supplies for the department while keeping under the weekly budget using Peachtree Software. Process all incoming and outgoing mail within the credit union Branch Applications. In which completed approximately 5000 to 6000 transactions per month with few errors. In addition to these duties, also processed documents sent down from other departments such as: loan payoffs, address changes, answering loading dock door and mailing information. While extensively using national credit union administration (NCUA) and US. Treasurer rules and guidelines.

Under general supervision of management was responsible for opening and closing of the branch during the operation of business hours. Maintained all supplies and evaluated the consumption of materials used within the branch. Collected and prepared statistical work to identify problem areas within the credit union itself. In addition to greeting customers; assisted management and member service representatives. Conducted sales meeting, created extensive spreadsheets to help monitor activity within the building and the sale of products. Shared the duties of monitoring vendors with security issuance of passes.