Jessica Marie Rivera
Brownsville
Summary
Meticulous Assistant Program Director with a talent for juggling multiple tasks at once and working under stressful circumstances. Excellent interpersonal and communication skills. Outstanding problem-solving abilities and an analytical mindset. Proficient in collecting and compiling data and troubleshooting technical difficulties.
Overview
15
15
years of professional experience
Work History
Assistant Program Director
SWK CNL
07.2022 - Current
- Assisted program manager with developing budget and schedule.
- Facilitated strong relationships with community partners, collaborating on initiatives to improve program reach and impact.
- Maintained accurate records related to client participation, progress tracking, and outcome reporting for internal use and external stakeholders.
- Lead project teams towards successful completion of milestones within set timelines, enhancing overall program effectiveness.
- Managed 3 departments (Case management (120 employees), Clinical (62 employees), and Prevention and Sexual Abuse teams ( PSA - 3 employees).
- Created welcoming environment for participants by designing inclusive spaces that foster collaboration and learning opportunities.
- Managed human resource goals by recruiting, training, coaching and disciplining employees.
- Collaborated with multidisciplinary teams in developing comprehensive plans that address clients'' unique goals while promoting overall wellbeing.
- Identified risks to develop mitigation plans.
- Maintained and updated project related documents.
- Conducted performance reviews to provide feedback to staff for improvements.
- Interacted with customers to identify business needs and requirements.
- Improved program efficiency by streamlining processes and implementing innovative organizational strategies.
- Exceeded productivity, quality and customer service standards by resolving problems, completing audits, identifying trends and determining system improvements.
- Interacted with customers and clients to identify business needs and requirements.
- Spearheaded staff training sessions to enhance team capabilities and promote professional growth opportunities.
- Managed budgets effectively, optimizing resource allocation to maximize program outcomes.
- Updated director about project status, updates and concerns on daily basis.
- Developed and maintained standard operating procedures, ensuring consistency in staff performance and continuity of services provided.
- Streamlined administrative processes by introducing time-saving technology solutions for improved workflow management.
- Enhanced participant engagement through development of creative and interactive workshops tailored to individual needs.
- Ensured compliance with relevant regulations by diligently monitoring activities within program scope.
- Met financial objectives by preparing annual budgets, scheduling expenditures and analyzing variances.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and creating personalized development plans.
- Monitored and managed project team to confirm project delivery within allotted budget and timelines.
- Revised policies and developed and implemented training programs to increase productivity of organization.
- Boosted staff morale and productivity by fostering supportive work environment and providing clear communication channels.
- Developed comprehensive evaluation tools to assess program success, making data-driven decisions for continuous improvement.
- Provided technical support and guidance to project team to achieve project objectives.
- Supported Program Director in overseeing daily operations, ensuring timely completion of tasks and meeting project deadlines.
- Proactively addressed potential challenges by conducting thorough risk assessments at each stage of planning.
- Facilitated programming by coordinating resources and deliverables between departments.
- Developed proposals and operational plans within assigned area.
- Oversaw staff schedules and assignments to handle programming demands.
- Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
- Monitored programming schedules, conformance to guidelines and quality.
- Created and enforced programming standards to maintain compliance with regulatory requirements.
- Developed and recommended policies and procedures for evaluating programs.
- Monitored programming trends to keep content relevant and up-to-date.
Lead Case Manager
CHS Medical
12.2021 - 06.2022
- Coordinates case management and family reunification services for all residents
- Ensure case managers initiate and maintains direct contact with each resident and the resident’s family while the resident is in ORR’s care in order to efficiently advance the resident’s family reunification and release the residents from the facility
- Provide oversight of case managers, ensures quality control over work, and ensures adherence to contract policies and procedures
- Provide oversight of 100 Case Managers, 5 ALC Ms, 17 case aides, Flight Travel Chaperone, responsible for team building, coaching, staff appraisals, and performance measures
- Oversee sponsor identification and reviews cases prior to release request
- Facilitates the timely release or discharge of residents to identified family members or authorized caregiver/custodian and documents the provision of services in each resident’s case file
- Ensures assessments are conducted in accordance with contract policies and procedures
- Reports significant incidents in accordance with contract policies and procedures
- Works closely with counselors and program care coordinators to ensure communication
- Maintains the ORR Database in accordance with contract policies and procedures
- Other duties as assigned by supervisor
- Performs duties in a safe manner
- Follows the corporate safety policy
- Participates and supports safety meetings, training and goals
- Ensures safety and security of all UAC and the operating conditions within area of responsibility
- Maintains a clean and orderly work area.
- Facilitated regular meetings with clients, ensuring progress towards goals was on track and addressing any barriers encountered.
- Developed and implemented training programs for new case managers, improving overall team performance.
- Streamlined workflow processes for increased efficiency in daily tasks, leading to more timely case resolutions.
- Conducted thorough assessments to determine the most appropriate resources and services for each client.
- Monitored program performance and outcomes for successful delivery of services.
- Developed and implemented training programs for staff.
- Established and maintained relationships with key stakeholders.
Lead Case Manager
CHS Medical
09.2018 - 11.2021
- Coordinates case management and family reunification services for all residents
- Ensure case managers initiate and maintains direct contact with each resident and resident’s family while resident is in ORR’s care in order to efficiently advance the resident’s family reunification and release the residents from the facility
- Provide oversight of case managers, ensures quality control over work, and ensures adherence to contract policies and procedures
- Provide oversight of 100 Case Managers, 5 ALC Ms, 17 case aides, Flight Travel Chaperone, responsible for team building, coaching, staff appraisals, and performance measures
- Oversee sponsor identification and reviews cases prior to release request
- Facilitates the timely release or discharge of residents to identified family members or authorized caregiver/custodian and documents the provision of services in each resident’s case file
- Ensures assessments are conducted in accordance with contract policies and procedures
- Reports significant incidents in accordance with contract policies and procedures
- Works closely with counselors and program care coordinators to ensure communication
- Maintains the ORR Database in accordance with contract policies and procedures
- Other duties as assigned by supervisor
- Performs duties in a safe manner
- Follows the corporate safety policy
- Participates and supports safety meetings, training and goals
- Ensures safety and security of all UAC and the operating conditions within area of responsibility
- Maintains a clean and orderly work area.
Case Manager
Southwest Key Casa Padre
05.2018 - 08.2018
- Conduct initial intake with client and family/caregiver
- Timely completion of all Intake paperwork, placements, assessments and Individual Service Plans in accordance with SWK and Health and Human Services requirements
- Daily documentation is completed and entered into SWK database in a timely and efficient manner
- Maintain physical and web-based client files
- Establish and maintain therapeutic relationships with clients and families
- Provide crisis intervention for clients and their families
- Provided monthly home visits with clients and foster families by completing thorough documentation in SWK database system to ensure placement continues to be appropriate for the client
- Ensure clients participate or are offered all components or services offered at the program such as religious, educational, and recreational activities
- Provide advocacy for clients
- Attend and participate in all required professional trainings and workshops
- Maintain open and consistent communication with Program Director or designee, clinician and other team members
- Transport clients to court appointments or other treatment meetings as needed
- Ensure the safety, security, and well-being of clients by providing them with reunification to family and/or friends
- Provide and refer clients as needed to community resources.
Case Manager
International Educational Services Inc (Foster and Shelter)
07.2016 - 05.2018
- Conduct initial intake with client and family/caregiver
- Timely completion of all Intake paperwork, placements, assessments and Individual Service Plans in accordance with IES and Health and Human Services requirements
- Daily documentation is completed and entered into IES database in a timely and efficient manner
- Maintain physical and web-based client files
- Establish and maintain therapeutic relationships with clients and families
- Provide crisis intervention for clients and their families
- Provided monthly home visits with clients and foster families by completing thorough documentation in IES database system to ensure placement continues to be appropriate for the client
- Ensure clients participate or are offered all components or services offered at the program such as religious, educational, and recreational activities
- Provide advocacy for clients
- Attend and participate in all required professional trainings and workshops
- Maintain open and consistent communication with Program Director or designee, clinician and other team members
- Transport clients to court appointments or other treatment meetings as needed
- Ensure the safety, security, and well-being of clients by providing them with reunification to family and/or friends
- Provide and refer clients as needed to community resources.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Rehabilitation Case Manager
Tropical Texas Behavioral Health
02.2014 - 07.2016
- Performs minimally complex social service work and ensure health care services as needed to clients
- Conducts home visits and provides and administers skills using the Illness Management and Recovery Manual
- Training by conducting individual and/or group sessions in accordance with the Uniform Assessment (UA) as presented in the Texas Resilience and Recovery (TRR) model
- Managed approximately 30 calls from patients.
- Responsible for authorizing services, oversight of services and evaluating the effectiveness of authorized services by providing psychosocial rehab case management services
- Works under moderate supervision with latitude for the use of initiative and independent judgment
- Conducts routine and crisis screenings to determine need for psychiatric in-patient hospitalization, admission into Center services, assists in crisis prevention and management by locating and coordinating service and supports
- Facilitates and arranges for the communication of information between clients to psychiatric and community services.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
Family Service Worker
Neighbors in Needs of Services Inc
07.2012 - 02.2014
- Eligibility- Assist Parents in filling out enrollment applications and verify documents used to fill out applications
- Recruitment- Notifying parents of children already enrolled and notifying parents about their children in their family becoming of age
- In English and Spanish
- Selection- A formal process for establishing selection criteria and for selecting children and families that considers all eligible applicants
- Enrollment- Maintaining a waiting list, replace children within 30 days; age eligible
- Attendance- Daily attendance rate Supervises the implementation of the Head Start Performance Standards and Texas Department Human Services Child Care Licensing requirements when designated as the Center Director
- Recruit and enroll children for the Head Start and Early Head Start Program
- Conduct periodic home visit to assess family needs with available community resources linked through referral process
- Maintain relevant children's profile information for Head Start and Early Head Start program
- Maintain and provide intake reports/memos as required by the Family Service Content Area
- Maintain and monitor the family demographics and enrollment data in web-based database
- Maintain working relationship in a professional manner with all supportive agencies and institutions involved with Head Start families such as public schools, churches, county welfare departments, community health clinics and mental health clinics
- Supports the efforts of Head Start families in the enhancement of their children's healthy well-being and academic success.
- Strengthened communication skills through regular interactions with others.
Restaurant Manager
Jack in the Box
08.2009 - 07.2013
- Plan, Organize, direct and coordinate the workers and resources of the restaurant for the efficient, well-prepared, and profitable service of food and beverages
- Direct hiring, training, and scheduling of food service personnel
- Comply with all health and safety regulations
- Managed approximately 25 employees
- Enforce sanitary practices for food handling, general cleanliness, and maintenance of kitchen and dining areas
- Adhere to company standards and service levels to increase sales and minimize costs, including food, beverage, supply, utility, and labor costs
- Responsible for ensuring that all financial (invoices, reporting) and personnel/payroll related administrative duties are completed accurately, on time, and in accordance with company policies and procedures.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Ensured compliance with local health department regulations through regular staff training sessions and facility inspections.
- Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
- Oversaw inventory management processes to minimize waste and maintain optimal stock levels for seamless operation.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Fostered an inclusive atmosphere with open communication channels for all employees to voice concerns or suggestions freely.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
Education
Bachelor of Arts in Psychology - Psychology
University of Texas at Brownsville
Brownsville, TX12.2013
Associates of Arts in Social Work - Social Work
University of Texas at Brownsville and Texas Southmost College
Brownsville, TX12.2011
Skills
- Crisis Intervention
- Intake Experience
- Case Management
- Decision-Making
- Organization and Multitasking
- Case Management Tracking
- Data Entry and Analysis
- Case Planning
- Conflict Resolution
- Documentation And Reporting
- MS Office
- Discharge Planning
- Records Management
- Staff Oversight
- Onsite facility tours
References
- Mercy Cavasos, PSA Compliance Manager, 956-459-7777
- Enrique Villarreal, Assistant Program Director, 956-525-2926, Villarreale@theprovidenciagroup.com
- Angel De La Garza, Assistant Program Director, 956-639-1188
- Guadalupe Renteria, Program Director, 956-466-9661
Timeline
Assistant Program Director
SWK CNL
07.2022 - Current
Lead Case Manager
CHS Medical
12.2021 - 06.2022
Lead Case Manager
CHS Medical
09.2018 - 11.2021
Case Manager
Southwest Key Casa Padre
05.2018 - 08.2018
Case Manager
International Educational Services Inc (Foster and Shelter)
07.2016 - 05.2018
Rehabilitation Case Manager
Tropical Texas Behavioral Health
02.2014 - 07.2016
Family Service Worker
Neighbors in Needs of Services Inc
07.2012 - 02.2014
Restaurant Manager
Jack in the Box
08.2009 - 07.2013
Bachelor of Arts in Psychology - Psychology
University of Texas at Brownsville
Associates of Arts in Social Work - Social Work
University of Texas at Brownsville and Texas Southmost College
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