Building Trusting Relationships + Optimizing Processes = Delivering Performance Results
Program & People Manager/Director for Social Services, Educational and Disabilities Programs
Extensive background in community-based program management.Unique combination of professional and personal strengths—from both the head and the heart—offering a successful, productive management style and a dedication to helping others. Seeking to provide similar success in a non profit or mission-focus organization.
High-level skills include:
ü Building Relationships
ü Outreach & Networking
ü Customer Service
ü Collaboration with Diverse Staff/ Partners
The Cambridge Institute of International Education - Waltham, MA 2014-2017
Senior Manager of Program Operations: Progressed from Residential Manager through Team Leader, to Senior Manager role. Supported 200 international students, their host families, and 25 schools through operations, financial, and service management. Managed a team of seven remote Support Services Coordinators, from interviewing and onboarding through performance evaluation and professional development.
· Developed and empowered staff through clear communication of expectations and hands-on leadership.
· Identified competency gaps in staff. Conceived, developed, and executed an online program enhancing new-hire training. Improved knowledge base of company, Chinese education and culture, processes, and responsibilities of role, with program remaining in place until hire of corporate trainer.
· Delivered a 6% increase in private school enrollment, during year when company-wide enrollment was down 15% from previous year; Converted energetic, high-touch school relationship management and support to concrete results.
· Spearheaded and implemented the best practice of the Parents Program of the ICO, the In-country orientation program for up to 2000 incoming students and families annually.
· Achieved company-high 90% host-family retention rate (company average 75%–80%), while expanding base by 20% through proactive social media, school partnership, and relationship-building with current host families
· Contributed to establishment of measurable key performance indicators, creating management visibility and resultant improvements in staff performance across multiple functional areas, including report submission in-budget completion of student enrichment activities, school relationships, and timely grievance resolution.
· Achieved under-budget regional financial management, motivated staff creativity in the planning and coordination of free, low-cost, or group-discounted events that were well attended.
· Maximized operational efficiency, proactively addressing atypical procedural issues arising from student moves, school transfers, etc. through development and distribution of best practices guides to managers and staff.
Clinical Supervisor:Earned clinical supervisor role following three months as temporary employee, managing four Program Service Coordinators in the development and implementation of service plans ensuring service quality for 40–50 children in intensive foster care
· Supported foster care children in the accomplishment of social, emotional, and relationship goals; demonstrated empathetic listening skills and support in helping children make healthy decisions
· Reduced the number of escalated situations by approximately 15%, modeling and coaching successful interactions and communications with children in the care of service coordinators.
Massachusetts Society for the Prevention of Cruelty to Children (MSPCC) - Lowell, MA 2012-2013
Wraparound Intensive Care Coordinator: Managed caseload of 8–10 adolescents with mental health diagnoses. Assessed, collaboratively developed, implemented, and evaluated individualized care plans, using the wraparound process.
· Engaged families through home visits, mentoring them in strength-based goal development to achieve and sustain success.
· Ensured responsiveness to youth and family needs, listening and honoring views, and mentoring in the facilitation of positive conversations when challenges arose.
Child Development Center - Bozeman, MT 2010-2011
Intake Coordinator: Hired as sole professional in Bozeman office, serving the community as the only agency offering assessments to diagnose developmental delays in preschool-age children; contributed to Child Development Center program growth, increasing role from part-time to full-time.
· Assisted 50 families, growing center and its visibility through community, physician, and conference presentations.
· Observed and screened candidates through in-person visits; Developed written actions plans for families, including clinical findings, recommendations, and resources.
· Created resource guide for parents of children with disabilities as Master’s thesis and used as foundational program support.
Community Outreach Coordinator and Family Support Specialist: Generated public awareness and a 15% increase in referrals of eligible children for program created through the Individuals with Disabilities Education Act (IDEA).
· Built relationships with community organizations and parent groups, advocated for families, and collaborated with local Child and Family Services and treatment teams in assessment, home visits, case management.
Dept of Plant Sciences and Plant Pathology, Montana State University - Bozeman, MT 2006-2010
Student Affairs Coordinator
Masters in Health and Human Development; Family Science Option Bozeman, MT
Montana State University
Bachelor of Arts, Journalism Amherst, MA
University of Massachusetts
VOLUNTEER SERVICE, PUBLICATIONS & PROFESSIONAL ASSOCIATIONS
Volunteer Service: Envision Success Project – Polus Center for Social and Economic Development, Current; Humane Society for Greater Nashua, Current; Heart of Valley Animal Shelter, Past.
Professional Associations: Toastmasters, past; Past President and Member, Bozeman Special Education PTA.