Dena Holland-Wilson

Under the directive of the Division Manger, I plan and perform administrative staff work within the Employment and Human Services Department (EHSD) or other major divisions and programs, including but not limited to, CalWORKs, CalFresh, Medi-Cal, and/or Welfare to Work programs; as well as Appeals, Fraud, and Collections; serve as a point of contact and external representative on policies, programs and services; make recommendations on policies, programs, and/or administrative issues which could significantly affect the ability of EHSD, or other service providers that partner with Contra Costa County systems to achieve their strategic goals and objectives.

• Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
• Positively engaged with customers and maintained professional appearance as County representative.
• Coordinated with social, public, and other welfare agencies to obtain and provide high level of customer service.
• Cultivated positive, trusting relationships with clients and community providers to promote effective coordination of resources.
• Implemented and developed programs to address poverty and inequality.
• Provided support to social service clients in navigating available resources.

Under direction plan, assign, review, and analyze the work of an eligibility and/or employment unit engaged in determining eligibility of applicants for public assistance programs and related aids or services; make case decisions in accordance with defined rules and regulations on the eligibility or continued eligibility of applicants and provide feedback and evaluations to line staff, analysts and management. Collaborate and receive direction from Departmental Human Resources regarding personnel related work as required while adhering to policies and procedures; and performed related work as required.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Evaluated customer needs and feedback to drive product and service improvements.
• Conducted regular reviews of operations and identified areas for improvement.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Gathered, organized and input information into digital database.
• Educated staff on organizational mission and goals to help employees achieve success.
• Devised and implemented processes and procedures to streamline operations.
• Collected, arranged, and input information into database system.