As Closeout Department Lead I resolved, implemented, and managed program or policy issues. I monitored and evaluated the implementation and delivery of the Public Assistance Closeout Program and made programmatic improvements to improve performance and productivity. I identified complex Public Assistance program issues or problems taking remedial action, and making recommendations for and implemented resolutions and improvements. I was responsible for the closeout program implementation, delivery and development and maintenance of closeout policy and procedures. I reviewed and measured the effectiveness of various program elements, monitored and conducted evaluation studies to determine effectiveness. I reviewed and evaluated existing strategies and communication plans for disseminating information about changes in the Public Assistance Closeout Program and determined the most effective means of disseminating information to the concerned organizations or individuals. I coordinated work schedules and assigned projects. I ensured that policiesand procedures were executed in an effective manner and monitored the performance of the Closeout Specialists. I coached, trained and assisted with the development of the Closeout Specialists. I conducted reviews of assigned projects; approved closeouts in accordance with the Public Assistance Program. I coordinated the closeout program, assigned and monitored workflow; supervised and mentored personnel. As QA/QC Specialist I performed quality reviews of project worksheets and worked closely with other QA/QC specialists and policy advisors, project officers, public assistance coordinators, and technical experts. I spent time as part of the Policy Advisory Team, I addressed applicant appeals and congressional issues. I utilized research techniques to develop new information materials aimed at enhancing the understanding for groups or individuals on the significant issues of FEMA's Public Assistance program.