Muriel Dixon-Hickman
Hillsborough
Summary
High-performing Human Services Specialist I with proven expertise in case management and community outreach at Orange County Department of Social Services. Skilled in application processing and client support, I excel in empowering individuals through effective communication and advocacy, ensuring timely access to essential public assistance programs. Committed to enhancing service delivery and fostering positive client relationships.
Overview
11
11
years of professional experience
1
1
Certification
Work History
HUMAN SERVICES SPECIALIST I
Orange County Department of Social Services
Hillsborough
09.2023 - Current
- Assist customers with applications for Medicaid, Food and Nutrition, and Adult Medicaid benefits while completing face-to-face and/or telephone interviews to verify information eligibility for public assistance, while utilizing the established NCFST-guided interview procedures.
- Respond to daily calls, providing assistance through active listening and effective communication skills to assess customer needs, in addition to providing information on program requirements and application processes.
- Obtaining accurate income, asset, and financial documentation in accordance with agency standards and policies for analyzed review of numerical and narrative data from the automated systems to interpret eligibility determinations in a timely and accurate manner.
- Prepared documents necessary to initiate, continue, and modify public assistance providing case management services, including coordinated referrals to community resources and support services, utilizing motivational interviewing techniques to empower customers to make positive changes that will lead to self-sufficiency.
- Contacted applicants to discuss discrepancies and referred questionable cases to department for follow-up.
- Collaborated with team members to enhance service delivery efficiency
- Agency outreach liaison to distribute agency and resource information to community partners, to cultivate community referral relationships.
Customer Service Manager
Walmart
Charlotte
10.2016 - 09.2023
- Supervised daily operations of all departments which required positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Trained, coached, and evaluated team members to improve performance, accuracy, and customer satisfaction directly related to, but not limited to, cash handling, register audits, front-end operations, customer service desk product return alignment with loss prevention procedures, and wire transfer banking compliance, while ensuring accurate, smooth, and efficient delivery of services.
- Resolution of escalated customer concerns with professionalism, through timely, effective communication, and achieving positive outcomes, while maintaining excellent customer satisfaction ratings to maintain profit margin and sales continuity.
Case Manager II
Cabarrus County Department of Social Services
Concord
12.2014 - 09.2023
- Outpost worker provided services to Cabarrus Rowan Community Health Center(s), guiding clients through the application processes for benefited services provided by social services, including Breast and Cervical Cancer, Presumptive; Third Party Insurance Recovery; Workers' Compensation; Social Security Disability along with aged and blind individuals; Family & Children's Medicaid; COVID-19 testing and coverage; Family Planning; Adult Medicaid; Family & Children's Medicaid ensuring state-required timeliness and accuracy for each program.
- Provided case management, monitored progress, documented case notes, and prepared reports in compliance with agency and state regulations, including intake, assessment, crisis intervention, advocacy, referral, and monitoring of families through regular follow-up contacts.
- Advocated for customers and collaborated with healthcare providers and agencies to ensure comprehensive care.
- Counseled and facilitated communication between clients, families, caregivers, social services, and other agencies to ensure customer needs were met.
- Advised staff members on effective strategies for working with challenging client while working in self directed organized group activities to provide greater opportunities for customers with identified barriers to ensure continuity of care.
Education
High School Diploma -
Orange High School
Hillsborough, NC06-1986
Skills
- Case management
- Community outreach
- Customer relationship management
- Program coordination
- Training delivery
- Performance management
- Policies implementation
- Proficient in NCFST
- Application processing
- Client support and assistance
- Public assistance programs
Certification
- North Carolina Notary Public
Timeline
HUMAN SERVICES SPECIALIST I
Orange County Department of Social Services
09.2023 - Current
Customer Service Manager
Walmart
10.2016 - 09.2023
Case Manager II
Cabarrus County Department of Social Services
12.2014 - 09.2023
High School Diploma -
Orange High School
Similar Profiles
Diamond FaucetteDiamond Faucette
Human Services Technician at Orange County Department of Social ServicesHuman Services Technician at Orange County Department of Social Services
Allison LenhardAllison Lenhard
Child Protective Services Social Worker at Orange County Department of Social ServicesChild Protective Services Social Worker at Orange County Department of Social Services
Caraina EdwardsCaraina Edwards
Youth Services Coordinator at Orange County Department of Social ServicesYouth Services Coordinator at Orange County Department of Social Services
Kendall BalasKendall Balas
Babysitter at Family BabysitterBabysitter at Family Babysitter
Amanda BrunnerAmanda Brunner
PMHNP-BC at Panacea Behavioral Health and Wellness CenterPMHNP-BC at Panacea Behavioral Health and Wellness Center