In my capacity as a program manager, I applied my accountability, strong attention to detail, logical decision making, administration experience, and creative vision to develop and manage a new Disaster Distress Helpline initiative, supporting survivors of human-caused and natural disasters.I also managed the day to day program operations, including the training and supervision of 30 peer supporters, overseeing adherence to training standards and practices, and the implementation of KPI’s to meet quality improvement metrics. I also oversaw the RFP application process selection, and managed a designated crisis center that provided 24/7 crisis intervention and support. As a relationship building maven, I organized and mainatined an advisory task force of subject matter experts and survivors with lived experience to contribute to program development, and implemented the outreach and communication strategy to increase visibilty and awareness of services.

As a Program Director, I played an integral role in developing and managing all aspects of the victim service program at MCDHH, including supervision of 8+ staff, budget activity, data reporting, communication access, and service deliverables. I efficiently organized a stakeholder group to inform and shape the victim service program's vision, mission, and goals. I also project managed the new publication, “A Modern Guide to Hearing Loss,” 2019, with softcover, online, and e-reader availability.With my key performance, I increased the capacity to serve victims in service settings by collaborating with Our Deaf Survivors Center in providing statewide educational joint presentations to VOCA-funded programs, district court advocacy programs, safe plan programs, domestic violence programs, shelters, and senior service programs. Lastly, I served victims who are deaf or have experienced hearing loss by leading the direction of all aspects of program development, including finance and budget projections, operationalizing service delivery, hiring three full-time staff, managing 5-10 government contracts, 3-5 business consultants, and supporting 250+ agencies.

In this role, I designed a marathon bombing victim service program for individuals with acquired hearing loss, defined the scope, objectives, goals, and risks, made critical decisions, adjusted the budget, and added resources related to project governance processes. I employed my strong analytical skills in managing the work plan, budget activity, project spending, and service deliverables. I also addressed a healthcare gap in service delivery by acquiring donations for 25 state-of-the-art, free hearing aids from Starkey for survivors of the Boston Marathon Bombings with acoustic trauma.

As a Navigator, I undertook an essential function in providing outreach, resource referrals, advocacy, and crisis support to 500+ survivors and family members of the Boston Marathon Bombing in April 2013. In addition, I facilitated survivor recovery and healing by coordinating service delivery efforts with government and non-government agencies, criminal justice and court systems, advocacy centers, and medical and psychological health organizations.