Espri Lance
Billings
Summary
Results-driven Program & Operations Manager with 10+ years of experience in client services and operations management. Proven track record of strong leadership, effectively managing multiple office locations, enhancing staff performance, and facilitating impactful training events. Maintains professionalism and composure in discussions, fostering an environment of trust through accountability. Committed to leveraging expertise in project coordination and strategic planning to drive organizational growth.
Overview
18
18
years of professional experience
Work History
Program Manager
Volunteers of America Northern Rockies
05.2021 - Current
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
- Maintained human resources information system and kept employee files up to date and accurate.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Supported human resources staff with new hire orientations and monthly departmental meetings.
- Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
- Evaluated timecards for accuracy on regular and overtime hours.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
Family Services Supervisor
Human Resources Development Council (HRDC) District 7
04.2019 - 09.2020
- Built strong relationships with clients by maintaining open lines of communication throughout the case management process.
- Enhanced staff performance through regular training and professional development opportunities.
- Increased client satisfaction by providing timely, empathetic, and effective support to families in need.
- Established a positive team culture, promoting open communication and collaboration among staff members.
- Managed budgets responsibly, ensuring the efficient use of funds for maximum impact on client outcomes.
- Implemented data-driven decision-making to allocate resources efficiently and effectively.
- Championed evidence-based practices within the organization, fostering a commitment to continuous improvement.
- Ensured compliance with federal, state, and local regulations through diligent monitoring of program operations.
- Trained new hires to perform cross-training exercises with experienced workers.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
Eligibility Specialist
District 7 HRDC
12.2011 - 04.2019
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Resolved discrepancies with client applications to verify eligibility.
- Interviewed applicants and explained scope of different available benefits.
- Streamlined application process for clients by implementing efficient case management techniques, improving overall service.
- Trained staff on current eligibility requirements and policies.
Case Manager
Big Horn Enterprises
11.2010 - 12.2011
- 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.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Developed and implemented comprehensive case management plans to address client needs and goals.
Counselor
Yellowstone Boys and Girls Ranch
02.2009 - 08.2010
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
- Guided clients in developing skills and strategies for dealing with problems.
- Contributed to a supportive work environment by sharing knowledge, resources, and new findings within the counseling field.
- Utilized motivational interviewing techniques to encourage positive change in clients'' lives.
Lead Youth Care Specialist
New Day, Inc.
03.2007 - 02.2009
- Enhanced youth development by implementing engaging and interactive activities tailored to individual needs.
- Assisted in the creation of individualized treatment plans designed to address specific behavioral issues or mental health concerns.
- Collaborated with multidisciplinary teams to develop comprehensive care plans for each youth, promoting their overall wellbeing.
- Supported youths'' transition back into their communities by connecting them with appropriate resources and providing ongoing follow-up care.
- Implemented effective behavior modification techniques, resulting in improved self-regulation among participating youths.
- Developed life skills training curriculum to empower youths in making responsible decisions and preparing for independent living.
Education
B.A. - Psychology & Art, Sociology
Rocky Mountain College
Billings, MT05.2010
Skills
- Problem-solving
- Project management
- Detail-oriented
- Strategic planning
- Onboarding and orientation
- Data entry and reporting
- Internal audits
- Continuous improvement
- New hire on-boarding
- New employee training
- Coaching and mentoring
- Program optimization
References
Available upon request.
Timeline
Program Manager
Volunteers of America Northern Rockies
05.2021 - Current
Family Services Supervisor
Human Resources Development Council (HRDC) District 7
04.2019 - 09.2020
Eligibility Specialist
District 7 HRDC
12.2011 - 04.2019
Case Manager
Big Horn Enterprises
11.2010 - 12.2011
Counselor
Yellowstone Boys and Girls Ranch
02.2009 - 08.2010
Lead Youth Care Specialist
New Day, Inc.
03.2007 - 02.2009
B.A. - Psychology & Art, Sociology
Rocky Mountain College
Similar Profiles
Shayla KiehnShayla Kiehn
Hope House Shelter Support Staff - Overnight at Volunteers Of America Eastern Washington & Northern IdahoHope House Shelter Support Staff - Overnight at Volunteers Of America Eastern Washington & Northern Idaho
Hailey VoelknerHailey Voelkner
Brusher at Northern Rockies Tree ServiceBrusher at Northern Rockies Tree Service
Harwinder SinghHarwinder Singh
Long Haul Truck Driver / US and Canada Wide at Northern Rockies Trucking Inc.Long Haul Truck Driver / US and Canada Wide at Northern Rockies Trucking Inc.