Julia "Michelle" Poole
Greensboro,NC
Summary
Dynamic leader with proven track record of successfully managing projects and initiatives and achieving desired business objectives. Skilled in developing and executing strategies, managing budgets and resources, and leading cross-functional teams. Consistently produces tangible outcomes that exceed expectations.
Overview
30
30
years of professional experience
Work History
Economic Services Program Administrator
Alamance County Department of Social Services
07.2023 - Current
- Managed Food and Nutrition Services, Program Integrity, Energy Assistance, Emergency Assistance, and Reception.
- Managed the daily office operations for a team of 55 individuals, consisting of 5 direct reports and 50 indirect reports.
- Reviewed established manuals, NC General Statutes. and regulations. Explaining the new policies and procedures and ensure compliance.
- Facilitated the performance management process by providing ongoing feedback, administering evaluations, and coordinating professional development opportunities for employees.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Optimized workflow by identifying bottlenecks and implementing solutions to improve overall efficiency.
- Established and maintained strong relationships with colleagues through regular meetings and communication.
- Enhanced team collaboration by fostering a positive work environment and promoting open communication among staff members.
Economic Services Supervisor over Fraud and Energy
Alamance County Department of Social Service
12.2017 - 06.2023
- Conducted interviews, made hiring decisions, and provided justifications for selections.
- Successfully oversaw the financial management of various programs, totaling a budget of 1.5 million dollars
- Addressed and resolved customer issues in a timely manner
- Conducted research and provided expert policy advice
- Optimized billing procedures to reduce errors and improve accuracy.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency of 3 full-time staff and 12 part-time staff, while keeping workflow organized and deadlines met .
- Advocated for staff members, helping to identify and resolve conflicts.
- Conducted performance reviews and provided ongoing feedback to the employee for performance improvements..
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
Child Support & Economic Services Program Manager
Alamance County Department of Social Service
05.2004 - 11.2017
- Oversaw multiple areas such as Child Support, Medicaid, Food Stamps, Work First Family Assistance, Energy and Emergency Assistance in the role of Program Manager.
- Supervised and directed office functions for a workforce ranging from 18 to 60 employees
- Ensured efficient and legal processing of court dockets by collaborating with local judges, attorneys, and staff attorneys for over 150 cases.
- Recommend budget needs and ensure the budget is adhered to
- Review established manuals, statutes, and regulations with staff and explain new policies and procedures
- Evaluate staff performance and provide coaching where necessary
- Collaborate with local non-profits to ensure customers receive the supportive services they need.
- Identified program obstacles and communicated possible impacts to the team.
- Met with project stakeholders regularly to assess progress and make adjustments.
- Optimized resource allocation, effectively balancing priorities and managing competing demands.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
Child Support Supervisor
Alamance County Department of Social Services
02.2003 - 04.2004
- Directed and oversaw the work of 7 team members
- Ensured adherence to quality standards and tracked progress of staff
- Assisted with difficult cases
- Conducted annual performance evaluations
- Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the organization.
- Organized and executed unit meetings to foster teamwork and collaboration.
- Provided customer service to custodial and noncustodial parents
- Enhanced customer satisfaction by promptly addressing and resolving support issues.
- Conducted different activities associated with drafting, evaluating, and processing civil actions
- Sustained a comprehensive understanding of the legal requirements for the program.
- Established strong working relationships with court personnel, law enforcement, and local attorneys
- Collaborated with program manager to develop and implement effective policies and procedures.
- Coached employees through day-to-day work and complex problems.
Child Support Agent II
Alamance County Department of Social Services
04.1999 - 01.2003
- Offered child support services to clients in both the public assistance program as well as non-public assisted individuals.
- Ensured proper document management and readiness for court cases
- Demonstrated expertise in generating show cause orders, scheduling hearings, testifying in court, and negotiating successfully with defendants and attorneys
- Effectively dispositioned court calendars, meticulously documenting notes in case event files. Skillfully drafted court orders and diligently sent out correspondence to all pertinent parties.
- Managed the processing of registration petitions, ensuring smooth flow of communication between parties involved in Interstate cases.
- Promoted open lines of communication between custodial and non-custodial parents, leading to strengthened relationships.
- Maintained and updated case files, records, and reports for a caseload of 700+
- Ensured prompt and accurate completion of data entry tasks, modifications, and verifications within the state child support system.
- Established paternity in collaboration with clients and external agencies.
- Successfully met all goals for collections
Income Maintenance Caseworker
Alamance County Department of Social Services
10.1994 - 03.1999
- Assessed eligibility of clients applying for Medicaid, Food Stamps, and Work First Family Assistance through comprehensive interviews
- Calculated budgets to evaluate eligibility for aid
- Ensured accurate determination of ongoing eligibility by verifying factors such as income, residence, property ownership, disability, etc.
- Effectively communicated program details to potential participants and general audience.
- Collaborated with various agencies and organizations including the hospital, health department, and child support agency
- Managed and organized statistical data and computer-generated forms
- Managed caseload, conducting annual benefit redeterminations effectively.
Education
High School Diploma -
Eastern Alamance High School
Mebane, NC06.1992
Skills
- Self-motivated
- Creative Problem Solver
- Strong Customer focus
- Strong work ethic
- Strong leadership skills
- Red Cross Sheltering Trained
- Communication Skills
- Effective leader
- Relationship Building
- Goal Setting
- Hiring and Terminations
- Work Planning and Prioritization
Timeline
Economic Services Program Administrator
Alamance County Department of Social Services
07.2023 - Current
Economic Services Supervisor over Fraud and Energy
Alamance County Department of Social Service
12.2017 - 06.2023
Child Support & Economic Services Program Manager
Alamance County Department of Social Service
05.2004 - 11.2017
Child Support Supervisor
Alamance County Department of Social Services
02.2003 - 04.2004
Child Support Agent II
Alamance County Department of Social Services
04.1999 - 01.2003
Income Maintenance Caseworker
Alamance County Department of Social Services
10.1994 - 03.1999
High School Diploma -
Eastern Alamance High School
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