Susan Bertolini Email & Phone Number

Houston, Tx, Us

Texas City, Texas

Interview applicants to conduct intake and assessment for CDBG program eligibility. Works closely with other disaster recovery staff and community partners to coordinate construction management, community resources and community referrals for each DR case. Assists clients with completing applications, appeals and/or recertification for FEMA, SBA, SSA and other federal, state and local programs. Maintains all records in an accurate, complete, confidential manner. Mains confidentially and appropriately handles sensitive information in compliance with industry standards.

Houston, Texas Area

Used intake forms and provides regular home visits and contact with disaster recovery clients to create and implement a disaster recovery plan. Provided direct services to/for clients as assigned in a professional, courteous and caring manner. Screened potential clients through intake forms and process. Conducts initial home visits for intake and assessments. Created and managed recovery service plan and delivery, including making referrals, checking in with client, and documenting service provision updated, monitored and documented in case notes, entered other necessary data in the program tracking systems and maintained client files to meet all contract and program standards. Ensured all who need a particular service receive it in a timely manner.

Houston, Texas Area

Assisted clients when applying for and receiving FEMA assistance at all stages of home repair recovery due to damage from Hurricane Harvey. Served as an advocate and facilitator for 400 clients regarding assorted questions, issues, problems and concerns and researched and provided a resolution for every call. Kept detailed records of every case according to grantor and agency requirements. Referred clients to another program or agency when appropriate. Ensured that all case information was maintained confidentially. Remained in contact with clients until their homes were repaired and issues were resolved.

Houston, Texas Area

Served as a direct point of contact for individuals registering for federal assistance and seeking relief program referrals through multimodality applications (phone, live chat, email and social media). Conducted interviews and/or inquiries with patience, tact and courtesy to determine needs, and provide instructions and/or referrals. Entered information into FEMA’s Windows-based computer database as required, while following instructions and conducting a scripted interview. Provide phone number and agency referrals as necessary for applicable secondary support organizations and other assistance.

Houston, Texas Area

Helped guests choose between a general admission ticket, a membership or a City Pass in order to maximize their visit. Sold and processed annual memberships for visitors including taking pictures and maintaining accurate records.