Shona Barnes Email and Phone Number

Social Insurance Specialist, Operations SupervisorResponsible for a team of 15 unionized claims specialists in the supplemental security income and retirement units, monitor key performance indicators and maintain an average wait time below 17 minutes for customers.Special projects included participating a residency fraud pilot program that recovered $1M+ in illegal benefits distributed to recipients living in Mexico. Prompted by pandemic limitations, I implemented new policies and procedures to support virtual connections, and telework models.

Social Insurance Specialist, Technical ExpertI investigated and resolved complex cases and issues such as overpayments, appeals, unsigned applications, decision reversals and redeterminations. In addition, I identified employees who needed additional training, scheduled sessions, and provided follow-up mentoring.

Operations Supervisor, Officer in Charge (OIC)I was responsible for daily operations, security, facility maintenance and a staff of three, including safety training. To achieve performance targets, I optimized use of multiple systems to manage client data, track on-going case status, and meet expected workloads. My efforts helped to decrease wait times from 22 minutes to 9 minutes. I conducted monthly meetings internally and regularly led outreach to area pharmacies and social service agencies.

Public Affairs Specialist, TemporaryAssumed full responsibility for community outreach such as presenting workshops, conducted bi-weekly sessions for all branches of the military, and disseminating monthly articles to Hawaiian media outlets in multiple languages such as Filipino, Korean, Japanese, and English. I developed media partners to place public service announcements and other video content. I also completed and distributed monthly and quarterly reports on outreach efforts to the civilian community and the military.

Social Insurance Specialist, Claims RepresentativeHere, I developed, processed and adjudicated claims, resolved Congressional cases and hearing decisions, and processed post entitlement events such as redeterminations. When short on staff, I helped to reduce backlogs and covered an extended absence. In addition, I mentored new representatives and assisted with difficult claimants and cases. Finally, I represented the SSA at multiple agencies such as the Legal Aid Society, State of Hawaii Department of Human Services and Disability Determination Service.

I managed a team of four who served 70 franchisees in 14 states who provided Woody’s food services at Lowe’s Home Improvement stores. I wrote ads, created marketing plans, worked with state regulatory agencies and legal to represent franchise terms and conditions and promotions accurately and according to local statutes.