ROCIO NOVOA
Summary
To obtain a leadership position in the Public Health or Social Services sectors Conscientious professional with extensive experience advocating for the social and economic well-being of individuals and families. Skilled and resourceful in health program coordination. Strong communication and management skills.
Overview
16
16
years of professional experience
Work History
Practice Manager
SF Department of Public Health- Primary Care
09.2022 - Current
- Manage program, operational activities, and projects of assigned section or program area; supervise, train, and evaluate the activities of personnel and/or coordinate and monitor the work of consultants and contractors working for the department; work with other managers and staff to evaluate and implement goals, responsibilities, policies, and procedures of the program
- Oversee and monitor the work of and coach subordinates to improve performance
- Manage staff schedules, and manage facilities, IT, and telecommunications for all clinics
- Manage the recruitment and hiring process of new staff
- Onboard new staff and offboard departing staff, including overseeing training, coordination with HR, and completion of exit interviews
- Work closely with HR to address personnel concerns and manage/approve leave requests
- Responsible for weekly payroll submission and resolution of payroll questions and errors
- Lead and manage quality improvement initiatives, including all required reporting and program audits
- Manage grants and work closely with CBOs to ensure deliverables are met MOUs, and service agreements, including submission of required reporting
- Evaluate procedures, identify, and analyze problems and issues, and implement and document new procedures of the assigned section/program
- Participate in budget development by providing detailed justification and persuasive arguments for proposals or initiatives
- Coordinates budget allocation, monitors expenditures, and financial reporting for the program
- Works closely with the finance manager to implement and closely monitor budget expenditures
- Direct the allocation of resources to achieve timely outcomes and measurable goals within budget; adjusts plans and programs to meet emerging or new programs, while continuing to address major departmental priorities
- Work collectively with other managers in developing and implementing operational policies to ensure the efficient operation of the program.
Site Manager
SF Department of Public Health- Linkage Center
05.2022 - 09.2022
- Manage program, operational activities, and projects of assigned section or program area; supervise, train, and evaluate the activities of personnel and/or coordinate and monitor the work of consultants and contractors working for the department; work with other managers and staff to evaluate and implement goals, responsibilities, policies, and procedures of the program
- Oversee and monitor the work of and coach subordinates to improve performance
- Manage staff and manage facilities
- Work closely with CBOs to ensure deliverables are met MOUs, and service agreements, including submission of required reporting
- Evaluate procedures, identify, and analyze problems and issues, and implement and document new procedures of the assigned section/program
- Work collectively with other managers in developing and implementing operational policies to ensure the efficient operation of the program
- Identify, provide, and make referrals to substance use rehabilitation resources to meet the needs of program participants
- Oversee, assist, provide feedback, and debrief staff around de-escalation situations when needed
- Perform CPR, and Narcan and connect with emergency services as needed during overdose events
- Ensure all safety and overdose reversal protocols are followed by all staff and volunteers.
Operations Lead
SF Department of Public Health- Covid Task Force
09.2020 - 05.2022
- Provide case management and supportive services to the residents at the Shelter in Place Hotels
- Provide referrals and follow-up services or otherwise coordinate care with CBO, government agencies, and other service providers
- Accompany/escort residents to various types of appointments and provide interpretation/translation when needed
- Provide informal counseling, social support, and advocacy to targeted/high-risk populations
- Conduct interviewing and data collection as well as documentation in database programs
- Serve as an advocate and liaison between residents and community agencies, medical providers, and governmental agencies
- Serve as the Shelters Covid-19 mobile vaccine team coordinator, Appointment scheduling, tracking, and imputing
- Quality assurance agent
- Served as the operational lead at one of the Mass vaccine clinics
- Running the line, supervising, assigning staff duties, setting up the clinic, and responding to the crisis
- Rapid Covid testing events’ staffing and schedule coordination, orientation, and training of staff facilitate meetings, and liaison between CBOs and City and County departments
- Track covid cases and input them in our hospital’s medical records system, EPIC
- Create and manage the schedule of the testing team, Coordinate, and lead meetings, and supervise staff.
Case Manager
The Windsor Hotel-SRO/ SF Department of Public Health
01.2014 - 09.2020
- Provide case management and supportive services to permanent Supportive Housing residents around substance use, medical and mental health
- Providing referrals, coordinating care with CBO, government agencies, and other service providers
- Accompany/escort residents to various types of appointments and provide interpretation/translation when needed
- Providing informal counseling, social support, and advocacy to targeted populations
- Conduct assessments and data collection as well as documentation both manually and through computer-based database programs
- Serving as an advocate and liaison between residents and community agencies, medical providers, and any other services clients receive
- Perform crisis intervention
- Plans, directs and coordinates the educational, recreational, therapeutic, and work projects of the program participants as directed by professional staff
- Facilitate meetings with providers and case conferences with residents and property management and outside providers.
Lead Case Manager
Dolores Street Community Services- Shelter Program
01.2013
- Provide case management and supportive services to Shelter participants around substance use, medical and mental health
- Provide referrals to government, community agencies, and medical providers
- Accompany them with housing appointments and provide interpreting and advocacy if needed
- Conduct interviewing and data collection as well as documentation both manually and through computer-based database programs
- Conduct weekly site visits to Shelter locations.
Community Health Worker
San Francisco General Hospital/Department of Public Health
01.2009 - 01.2013
- Served as a system navigator by identifying public benefits and other services for qualified clients
- Explained clients’ rights and responsibilities, identified financial eligibility before referrals, collected various documents for verification purposes
- Provided referrals to government, community agencies, and medical providers, health coached clients with cardiovascular health conditions, performed vitals
- Maintained medical records, collected data, and supported administrative roles
- Entry into various programs
- Checked clients in, updated provider schedule, served as interpreter and translator, requested and faxed medication refills.
Lead Community Health Worker
Newcomers Health Program, SF Department of Public Health
01.2008 - 01.2009
- Health assessments/screenings of new asylees, refugees, victims of trafficking & domestic violence
- Provided direct client-centered services to men, women, and children
- Conducted telephone counseling, case management, advocacy, and referrals, and guided clients through the process of applying and using public benefits such as Medi-Cal, food stamps, cash assistance, GA, Cal-Works and other available services
- Provided counseling and health education on HIV/STIs, and other communicable diseases, depression, and domestic violence, drug addiction, homelessness, child and elderly abuse prevention, health coached patients with cardiovascular health conditions
- Performed vitals, audio and eye exams, data entry, and data collection, and created action plans with clients
- Maintained accurate and organized client records and client case files, and contacted insurance carriers including Medi-Cal for various reasons, promoted preventive care, supervised, and assigned cases to health workers
- Supervised health workers, conducted staff meetings and community presentations about services provided through the program, and health workshops, networking with government and community-based organizations.
Education
Human Development, BA -
CSU East Bay
07.2024
A.A.T Psychology/Sociology -
Canada College
01.2022
Community Health Worker Certificate -
City College of San Francisco
05.2008
Skills
- Bilingual in Spanish
- Detail oriented
- Resourceful
- Determined
- Human Resources
- Resource Coordination
- Policy and Procedure Development
- Payroll Administration
- Staff Development
- Problem-solving
- Data analysis
- Grant managing
Volunteer Experience
Case Manager/Advisor, CA. Re-entry Program San Quentin State Prison, 2008; 2018, Advised around medical and mental health, and substance use, Assisted in preparing for release through referrals for housing, public benefits, and substance use treatment programs, Created an exit plan for clients with a release date, contacted parole officers, Provided services in Spanish and translated documents to program participants. Data entry, Assisted incarcerated people with life terms in preparing for their board of parole hearings by preparing and gathering support letters, employment offer letters, remorse letters, insight letters, and relapse prevention plans., Assisted in collecting documentation needed to be included in their parole packets to the Board of Parole Hearings., Contacted attorneys on behalf of clients.
Personal Highlights
- Bilingual (Spanish- English), self-motivated, punctual, dependable, detail-oriented, team player, quick learner
- Excellent written and communication skills, people's person, enjoy helping others, active listener.
- Able to work independently under high levels of stress and fast-paced environments.
- Strong work ethics and professionalism, documentation, and record-keeping
- Cultural sensitivity, willingness to learn, eagerness to expand my knowledge, conflict resolution skills.
Timeline
Practice Manager
SF Department of Public Health- Primary Care
09.2022 - Current
Site Manager
SF Department of Public Health- Linkage Center
05.2022 - 09.2022
Operations Lead
SF Department of Public Health- Covid Task Force
09.2020 - 05.2022
Case Manager
The Windsor Hotel-SRO/ SF Department of Public Health
01.2014 - 09.2020
Lead Case Manager
Dolores Street Community Services- Shelter Program
01.2013
Community Health Worker
San Francisco General Hospital/Department of Public Health
01.2009 - 01.2013
Lead Community Health Worker
Newcomers Health Program, SF Department of Public Health
01.2008 - 01.2009
Human Development, BA -
CSU East Bay
A.A.T Psychology/Sociology -
Canada College
Community Health Worker Certificate -
City College of San Francisco
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